This document will provide you with an introduction to all of the features of PenTeleData's email service in a Frequently Asked Questions (FAQ) format. For anyone who is interested in taking full advantage of their PenTeleData email account, this is the beginners guide for you.

If PenTeleData scans email for viruses, do I still need anti-virus software?

Yes. Viruses not only spread via email, but they also spread in a wide variety of other ways including via an open Internet connection, websites, file sharing programs, instant messaging programs, etc. Viruses can affect almost every computer that connects to the Internet. The best practice is to keep updated anti-virus software on your computer(s) and use it to scan for viruses on a regular basis.

What is an email virus?

An email virus is a computer virus that spreads via email. Usually, these viruses spread by sending email messages to everyone in an infected computer's address book.

What are the service expectations of mailboxes that reside on the PenTeleData server?

PenTeleData maintains its mail servers 24 hours a day, 7 days a week, 365 days a year, and attempts to maintain 100% uptime and 100% delivery rates; however, on occasion due to circumstances beyond our control, service is affected. Service, authentication, and delivery times are not guaranteed. As such, the PenTeleData email servers are not meant for large-scale commercial deployments (due to the large numbers of viruses and spam messages that are processed daily). Commercial customers that require customized mail services should contact the Commercial Sales Department.

What is PenTeleData's Promail Server?

Promail is the PenTeleData email server which supports SMTP Authentication, SSL connections, and uses Sender Verification to allow users to send email. SMTP Authentication requires that a login name and password be used whenever a user sends a piece of mail. This will dramatically reduce the amount of SPAM which moves through our system, as well as completely eliminate relaying on our servers. Using SMTP Authentication, PenTeleData customers who travel can now send email, using their existing accounts, regular email software, from anywhere in the world! SSL (Secured Sockets Layer) gives our customers the option of digitally encrypting their incoming and outgoing email for added security.

What is a "reply-to" address? How can I set this up?

A "reply-to" address is an email address where all replies to an email go, to when the recipient of the message clicks the "reply" button in their email software.

Changing the "reply-to" address differs with each email program. You should consult the help documents for your particular email program or contact the program vendor for assistance.

Why can't I send email to certain non-PenTeleData email addresses?

Some email providers have implemented a method where by their email server will block incoming email from mail servers that have been sending a large amount of spam or junk email. Due to circumstances beyond our control, the PenTeleData mail server may have been blocked. When this occurs, PenTeleData makes every effort to resolve the issue as quickly as possible. Our new email server ( ) is less likely to be blocked due to its improved methods of handling email. Instructions on how to configure your email program to use the PenTeleData Promail Server.

Why did I receive an "email failure notice" (mailer daemon)?

Email can bounce for many reasons. Some of the most common reasons include: the recipient's email address was not spelled correctly, the recipient's email address does not exist, there may be a problem with the recipient's mail server, you may be blocked from sending messages to the recipient's mail server, etc. The specific reason for the delivery failure can be found in the body of the failure notice that you receive. For additional assistance with an email failure notice, please contact our Technical Support Department at (800) 281-3564 to speak with a technician. To aid the technician in assisting you, please have the failure message open when you call.

How do I add additional email addresses to my account?

You can contact the PenTeleData Customer Service Department at (800) 281-3564 to add additional email addresses to your account. Most residential Internet service accounts, including Full Access dial-up, Cable modem and DSL accounts, include five free emailboxes.

What happens if I do not actively check my email on a regular basis?

Any email box that is inactive for six consecutive months will be deleted. Any email within an inactive email box is probably spam and will be automatically deleted without inspection along with the email box. Once deleted, the email address associated with the email box will be deleted and become available for assignment to other customers. An email box is inactive if it has not been checked in 6 months, does not have an email forward associated with it and is not the primary login for a dial-up account. If you intend to keep a mailbox active you may do so by retrieving email from within the email box at least once every 6 months. PenTeleData is not responsible for any loss of any kind because of the deletion of boxes or the email inside. If your email box is deleted for inactivity, you may contact Customer Service at (800) 281-3564 to have the email box reinstated if the email address is still available.

I forgot my password, what do I do?

You can contact the PenTeleData Customer Service Department at (800) 281-3564 for assistance. Since PenTeleData accounts are secure, Customer Service will need to verify your identity and ensure that you are authorized to have access to the account.

Can I change my email password?

Yes. You can change your password yourself online or you can speak with our Customer Service Department at (800) 281-3564. To change your password online, point your browser to and click on the "Account Management" link on the right side of the page. Type your username and current password for that email account when prompted. Once you have logged in, click on the "Change Password" link to change your password.

Can I access my email when I'm not connected to the Internet?

No. Even if you use email software that is separate from your web browser, you must have an active Internet connection to access your email. email messages that you have previously downloaded may be accessed while offline, but you must be connected to the Internet to send and receive new email messages.

Can I access my email from the web?

Yes. To access your email through My PenTeleData Webmail, point your browser to and click "My PenTeleData Webmail" on the right side of the page. When prompted, enter your username and password. Your username will be everything before the "@" symbol in your email address. Your password will be the corresponding password for that account.

NOTE: Usernames and passwords are case-sensitive. Please be sure your capitalization is correct.

How do I access my email?

To access your PenTeleData email, you will need to set up an email program on your computer, or you can access your email through "My PenTeleData Webmail". For assistance with setting up your email software, please contact PenTeleData's Technical Support Department at (800) 281-3564, or visit the support section of the PenTeleData website.

Is there a size limit for attachments?

Yes. Attachments are limited to a maximum size of 30 MB (megabytes).  Please keep in mind that it will take longer for the recipient to receive the message than it took you to send it. Large attachments can fill the recipient's mailbox or cause the mailbox to lock up, preventing the recipient from receiving any other email.

Note: Attachments are limited to a maximum size of 30MB in Webmail, and 15MB in other e-mail programs.  The overall e-mail (including attachments with encoding) cannot exceed 30MB when sending.  E-mail attachments are base64 encoded, which will make the attachments about 30-40% larger than the original file. For example, 20MB of jpg files could easily exceed 25MB when base64 encoded.

What is an email attachment?

An email attachment is a file that is "attached" or added to an email message. Attachments can be pictures, sounds, text, programs, or any other type of file.

What is an email address?

An email address is a unique address that is used to send and receive email over the Internet. Your PenTeleData email address takes the following form: , where "username" is the name you chose when you signed up for your PenTeleData Internet service account. If you do not know your username and/or password, please contact our Customer Service Department at (800) 281-3564.

What is email?

Email is electronic mail. It is a digital method of transmitting messages containing text, pictures, and sounds over the Internet to another person's computer.