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Cincinnati Bell Fuse Internet Product Support

Are you looking for product help for Fuse Internet services? Please select the appropriate section below.



Fuse Dial-Up Internet: E-mail

Having problems sending email?

Common issues with sending email
Having problems sending email? Review the following list of solutions. Chances are you can find your answer here.
    NOTE: If you are using Fuse® WebMail, go to Step 3.

  1. Check your Outbox: Check to see if the email you composed is still stored in your Outbox and has not been sent. If it is still in your Outbox, click Send Mail again.

  2. Check SMTP Settings: If you are using an email client like Microsoft® Outlook Express or Netscape® Messenger, make sure that your SMTP settings are set to smtp.fuse.net.

    NOTE: To prevent the use of our servers for the distribution of unsolicited commercial email (SPAM), Fuse does not permit open relay. As a result, you should not have your email settings configured to smtp.fuse.net while connecting to the Internet through an ISP other than Fuse. If you must connect to the Internet through another ISP, we recommend you send email using Fuse WebMail.

  3. Check the email address: Make sure that the email address you are sending to is written correctly (e.g., recipient@domain.com). If your email client has an address book that supports the use of nicknames in the To: field (eg, "Andy"), make sure the nickname actually exists in your address book.

  4. Check the number of recipients: For any single email, Fuse permits a maximum of 49 recipients Email which exceed the recipient limit will not be sent.

    NOTE: This limit applies to the total recipients entered in the To:, CC: and BCC: fields . You may not enter 49 recipients in each of the above fields.

  5. Check attachment size: If you are trying to send a file with your email, make sure the attachment does not exceed 10 MB. To optimize email traffic for all of our subscribers, Fuse restricts attachments 10MB or smaller. Email with attachments which exceed this limit will not be sent.

  6. Check for email viruses: To help protect our subscribers from the spread of computer viruses, Fuse has established a virus block list. If our server detects that your computer is sending email infected with an email virus (eg, Snowhite, myparty, etc.), the infected email will not be sent. Instead, we will return an error message to you with information about the virus.

    If you receive a virus alert from Fuse, you will need to remove the virus from your computer. For more information on removing viruses from your computer, please visit the Symantec Antivirus Research Center (SARC).

  7. Check recipient mailbox: If the message you're trying to send has been returned to you, the mailbox you're trying to send to may be full, or may no longer exist. To be certain, check with the person you are trying to email.

  8. Open Relay Blocks: Occasionally domain (xyz.domain.com) may block email sent from Fuse servers because SPAM was relayed through our email servers to that domain in the past. While rare, this further illustrates why Fuse no longer allows open relay.

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Having problems receiving mail?

Having problems receiving email? Review the following list of solutions. Chances are you can find your answer here.

  1. Check POP Settings: If you use an email client like Microsoft® Outlook Express or Netscape® Messenger, make sure POP settings are set to pop.fuse.net. To view an online tutorial that includes instructions on viewing and changing pop setting click here.

  2. Check mailbox size: Each Fuse® account has a 50 MB limit. This means, when added together, email in all folders (including Sent and Trash folders) may not exceed 50 MB. Once your mailbox exceeds this limit, incoming email will be returned to the sender. To make sure your mailbox remains under the 50 MB limit, save email to your local hard drive and/or permanently delete it from the server by emptying your email Trash folder/bin.

    If you are using a POP3 mail client (e.g., Outlook Express), your email is already being saved to your Inbox or other folders you have set up. If you primarily access your email via Fuse WebMail, you will need to save your messages to your hard drive. 

  3. Check attachment size: To optimize email traffic for all of our subscribers, Fuse rejects email with attachments 10MB or larger. If someone sends you an email with an attachment over 10 MB, it will not be placed in your Inbox. If currently using an email client like Microsoft® Outlook Express or Netscape® Messenger, log in to Fuse WebMail and delete the 10 MB+ email, then try downloading email again.

  4. Check if email was sent to large group: The sender may have tried to send an email to a very large list of recipients. To help protect subscribers from unsolicited commercial email (SPAM), many ISPs restrict the number of recipients users may have for a single email. So, the email may have never been actually sent. If you know the email was sent to a large group, you may need to ask the sender to resend the email to you directly or to a smaller group of recipients.

    NOTE: The recipient limit for Fuse subscribers is 49.

  5. Check email forwarding: You may have set up your mailbox to forward your messages to another mailbox, then discard the messages. If you are forwarding email from another mail service (e.g. Hotmail, YahooMail) to your Fuse account, you may need to check your forwarding settings on that account.

  6. Open Relay Blocks: Occasionally Fuse may block email sent from other domains/servers that have a history of sending SPAM to Fuse subscribers via open relay. This policy is in place to protect Fuse subscribers from SPAM.  Learn more about Open Relay.

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How do I manage my email accounts?

When you initially purchase Fuse w/Accelerator (or ZoomTown with Fuse), you create your Primary (Login) Account that also acts as an email account. In addition to your Primary (Login) Account, you also receive up to four additional email accounts (also referred to as mailboxes) free of charge!  These email accounts are handy for spouses, children or roommates.

If you need more than five email accounts, additional email accounts can be purchased for a $1.00 per month, per email account. NOTE: Fuse Basic customers receive 1 email address.

  1. How do I create an additional email account?
  2. How do I delete an email account?

 

How do I create an additional email account?
NOTE: Only the Primary Account holder can create an email account.
To add an email account you have 2 options:
Option One:

  1. Click here to go to the Internet Service Account Manager application.
  2. Log on using your Primary Account and follow the onscreen instructions.

Option Two:

  1. Log on your Cincinnati Bell My Account.
  2. Click the My Services link and follow the onscreen instructions.


 

How do I delete an email account?
NOTE: Only the Primary Account holder can delete an email account.
To delete an email account you have 2 two options:
Option One:

  1. Click here to go to the Internet Service Account Manager application.
  2. Log on using your Primary Account and follow the onscreen instructions.

Option Two:

  1. Log on your Cincinnati Bell My Account.
  2. Click the My Services link and follow the onscreen instructions.

 

How do I create an additional email account?
NOTE: Only the Primary Account holder can create an email account.
To add an email account you have 2 options:
Option One:

  1. Click here to go to the Internet Service Account Manager application.
  2. Log on using your Primary Account and follow the onscreen instructions.

Option Two:

  1. Log on your Cincinnati Bell My Account.
  2. Click the My Services link and follow the onscreen instructions.


 

How do I delete an email account?
NOTE: Only the Primary Account holder can delete an email account.
To delete an email account you have two options:
Option One:

  1. Click here to go to the Internet Service Account Manager application.
  2. Log on using your Primary Account and follow the onscreen instructions.

Option Two:

  1. Log on your Cincinnati Bell My Account.
  2. Click the My Services link and follow the onscreen instructions.

How do I report spam and other email abuse?

Fuse® takes SPAM and other email abuse very seriously. 
If you use fuse webmail follow these easy steps:

  1. Log onto Fuse WebMail.

  2. Open email message.

  3. Click the button Mark As Spam.
Otherwise, you can just forward your email to abuse@fuse.net
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How do I get my email?

The easiest way is through Cincinnati Bell Webmail.

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What is open relay?

Open Relay, also known as open mail relay, occurs when a mail server processes a mail message where neither the sender nor the recipient is a local user. In this example, both the sender and the recipient are outside the local domain. The mail server is an entirely unrelated third party to this transaction. The message really has no business passing through this server.

  Why does Open Relay represent a problem?

The legitimate uses of Open Relay are dwarfed by the number of mailer "hijackings". Mailer hijacking occurs when massive amounts of mail are directed through an Open Relay mail server. Most mailer hijackings are done by junk emailers -- commonly known as spammers -- sending unwanted messages all over the Internet.

In the past, Open Relay was a useful tool. Today, thanks to the spammers, it is a significant threat to Internet operations. It is such a significant threat, that several services (e.g., www.ordb.org) have been established that check for the presence of Open Relay mail servers and report them to other mail servers. Now, most email service providers (including Fuse) use these services to "blacklist" Open Relay servers. Mail from blacklisted servers is rejected, thus protecting their subscribers from SPAM and preventing themselves from being blacklisted as well.

NOTE: The preceding information was derived from the Open Relay FAQ found at www.ordb.org.

  Fuse does not support Open Relay

Because of the issues described above, Fuse does not support email service providers using Open Relay. If discovered to be running Open Relay, subscriber computers hosted by, or otherwise connected to, the Fuse network may be disconnected immediately. This policy is in place to prevent Fuse mail servers from being blacklisted and to keep mail services active for the majority of our customers.

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How do I set up my email client?

We recommend that our customers use WebMail, Cincinnati Bell's web-based email solution. However, if you are interested in using a dedicated email program, three of the most widely used are Microsoft Outlook, Outlook Express, and Mac OS X Mail. This wizard will help you set up your email settings online. It's quick, easy and hassle-free. If you would prefer to set up your email yourself then check out watch our email setup tutorial.

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