Aim of this article
This article provides answers to Frequently Asked Questions on the Email service provided as part of Zen Broadband services. You can find general setup advice in the set up guides in our Email Beginners Guide.
You can also get help with email problems here: Help with Email Problems
Frequently Asked Questions
Click the links below to jump to the relevant question and answer:
How do I use email whilst I'm travelling?
The set up guides in our Email Beginners Guide will show you how to set up a new Email account to use on your home or office computer as well as when travelling. If you already have an Email account setup however you should use the following guides to change your email settings for use when travelling:
Zen Internet allow you to use e-mail from any connection * using secure Authenticated SMTP and POP3; ideal if you are travelling and need to access e-mail from your Laptop or other portable computer. The setting will appear as TLS, SSL or Secure access in your e-mail client (e.g. Outlook/Mac Mail) and will use your Zen e-mail address as the username, along with the corresponding e-mail password.
If you are travelling without a computer and find yourself needing to access your e-mail from another Internet connection you can use our Webmail service to read mail that is stored on our mail server (mailhost.zen.co.uk), this is accessed at https://webmail.zen.co.uk/
*NOTE: Some wireless hotspot or other roaming Internet providers may restrict access to some services; please consult their product features and Terms and Conditions if you find access to Zen Internet e-mail is restricted after configuring your e-mail client to use secure Authenticated SMTP and POP3.
Are other mail clients supported?
Any client that has been designed to support the POP3 mail protocol will work with your Zen e-mail account. If your client is not listed above, consult the user guide for the software you have for information on how to configure it. The basic configuration details are shown below:
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Service Type : POP3
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Incoming Mail Server (POP3) : mailhost.zen.co.uk
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Outgoing Mail Server (SMTP) : mailhost.zen.co.uk
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Username : The full e-mail address of the account, as set in the Zen Customer Portal (this is case-sensitive)
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Password The password for the e-mail account, as set in the Zen Customer Portal (this is case-sensitive)
NOTE: For the older single e-mail account of the form zenXXXXX@zen.co.uk the username is as specified in your technical details e-mail with the @zen.co.uk portion. The password is as specified in the technical details e-mail, not as set via the Customer Portal.
What other mail services are provided by Zen Internet?
Zen uses a cluster of e-mail servers for resilience when providing e-mail services including virus filtering, domain forwarding, SMTP and POP3.
How do I change my Zen e-mail address?
For accounts created via the Zen Portal you should log in to the Portal, delete the account and create a new one with a different address to change it. This action will remove any e-mail stored in that box that you have not yet downloaded.
For the legacy single mailbox of the form zenXXXXX@zen.co.uk you cannot change your e-mail account username, an e-mail address in this format is linked to an ADSL account and as a result it cannot change.
I need help sending email from a non-Zen domain.
To send mail from a non-Zen domain please see our guides in the Knowledge Base ( http://support.zen.co.uk/kb/KnowledgebaseArticle.aspx?articleid=10429 ).
Can I run my own mail server?
Yes. There are no restrictions on running your own mail server in accordancewith our Acceptable Use Policy; specifically you should not run a bulkmail service. Additionally, to minimise the risk of your server being falsely blacklisted by third-parties you must ensure you have a custom PTR record for the IP address of your mail server. See the Knowledge Base article ' Adding custom rDNS(PTR) entries '.
Does Zen have an Anti-virus system?
Yes, Zen Internet now implements free virus checking for customers, automatically scanning mail at our border mail servers to reject viral payloads before theycan enter our network.
Using a virus definition database that can be updated at least five times per day, and long before anything can reach your mailbox, Zen's mail scanners check messages for over 10,000 viruses, worms and trojans, including any that might be compressed inside RAR, Zip, Gzip,and Bzip2 files (not encrypted or password protected attachments). All the usual suspects like Klez, Swen, the various Mimail.X's, Sobig.X,and many variants, are catered for, and the next big threat will always be included as soon as it has been detected.
If your own personal Anti Virus software has identified a virus that wasn't identified by the virus definitions used by Zen Internet, you can submit these raw samples to ClamAV directly so that new virus outbreaks can identified quickly. To submit your raw virus sample please visit the ClamAV Web site ( www.clamav.net ) for further information.
Do the Zen mail servers have any restrictions?
Yes, there are some restrictions in place to protect the mail servers from abuse, and ensure reliable service for all customers. These are as follows:
- There is a maximum size limit for inbound and outbound e-mail. See the following Knowledge Base article: http://support.zen.co.uk/kb/KnowledgebaseArticle.aspx?articleid=10165
- Bulk e-mail is prevented by "Grey listing" counter measures. This is designed to protect the platform from abuse due to open relay mail servers, or deliberate attempts to send commercial (advertising) e-mails. If you encounter this problem you will be temporarily prevented from sending e-mail through the Zen mail servers and will receive an error 451 response from the server. We can, insome circumstances, "White list" customers upon the supply of details concerning the type of e-mails being sent, and the volumes involved, sothis restriction would not be encountered. This option is not availablefor the sending of bulk commercial e-mails. For further details please e-mail Technical Support.
- The mail boxes are limited in size and total number of e-mails they may contain at one time. These limits should not be encountered in normal circumstances and in reality it is more likely your mail software would experience problems receiving the numbers involved, so it is recommended that you do not leave e-mail on the server. These limits are not published as they will change as the mail platform develops.If you need clarification on the current limits pleasee-mail Technical Support.
Can I recover deleted email?
No, if you delete email and have not set your email program to leave messages on the server - or the message was too old to remain on the server - it will not be possible to recover the email.
Does the Zen mail server for Broadband customers support IMAP?
No, the Broadband mail service does not support IMAP (mailhost.zen.co.uk). However the Linux Shared Hosting product does have IMAP support.