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Q. Frequently asked E-mail questions.
A  
 
Q: What is the meaning of these error messages I receive when sending or receiving mail?
A: There are many possible reasons for these message, some of the possibilities are below¡G
 
1. HiNet E-mail servers (msxx¡Bcm1¡Bmsa) occasionally become very busy due to the increased number of users and cannot respond immediately to your request. Try accessing your mailbox later or using a different E-mail server to receive your e-mail.
   
2. Your e-mail settings in your e-mail software may be incorrect, causing errors. Please check your e-mail software and make sure all settings are correct¡C
   
  Example¡G Using Outlook Express
 
(1) Run the Outlook Express program, and choose¡iTools¡j,¡iAccounts¡j¡A then choose¡iMail¡j. Select your HiNet mail account then choose¡iProperties¡j¡C
(2) Choose¡iServers¡jand make sure your¡iIncoming Mail Server¡jand¡iOutgoing Mail Server¡jare set correctly¡C
(3) Also check to see if your¡iUser name¡jand¡iPassword¡jare set correctly¡C
  ( Note¡GThese values can be found in your initial letter and instructions from HiNet )
3. If you have already terminated HiNet service, your e-mail mailbox will no longer be accessible¡C
   
   
 
Q: Why do I receive POP3 errors when I am trying to receive mail¡H
A: When this situation arises, check the following¡G
 
1. Are you successfully connected to the Internet?
   
2. Run the Outlook Express program. Select¡iTools¡jthen¡iAccounts¡j¡Athen ¡iMail¡j. Select your HiNet e-mail account¡Athen choose to view¡iProperties¡j¡CThen select¡iServers¡j and check to see if your¡iIncoming Mail Server¡jis set correctly¡C
Example¡GYour incoming POP3 might be 168.95.4.28 or ms28.hinet.net¡C
Note¡GPOP3 server information can be found in the initial letter and instructions from HiNet.
   
3. It is also possible that you have a received an e-mail that is too large to be received or that your e-mail mailbox is beyond capacity. If this occurs, please call HiNet Customer Service at 0800-080-412.
   
   
 
Q: Why is it that I can receive mail, but I cannot send mail¡H
A: If this is the situation, check the following below¡G
 
1. Check to see if you have connected successfully to HiNet ADSL and that your e-mail program server settings are correct.
   
2. Make sure that you are sending e-mail to a correct and valid address. You can test this by sending an e-mail to your own e-mail address. If you do not receive an e-mail, there is a problem with your outgoing mail server - please contact HiNet customer service for more information. If you do receive an e-mail from yourself, there is a problem with your intended recipient¡¦s e-mail address. Wait a while before trying to send an e-mail again or ask your intended recipient for his or her correct e-mail address again.
   
3. Check to see if you are using your HiNet account to access the Internet. If you are not using a HiNet account, you will not be able to send e-mail.
   
4. Finally, it is possible that at the current moment all HiNet mail servers are too busy to send mail. You can wait and try again or try changing your server settings to use another outgoing mail server.
   
   
 
Q: Why am I receiving a message ¡§host unknown¡¨¡H
A: You may receive this message when the HiNet mail server cannot find the mail server of your intended recipient, the intended recipient¡¦s mail server is too busy, or the intended recipient¡¦s mail server does not exist. Try again later or confirm the correct address of your intended recipient.
   
   
 
Q: Why does my connection break during the middle of receiving a message?
A: If this happens, check the following below¡G
   
 
1. If the quality of your internet connection is not sufficient during the reception of a message, you may not be able to receive the complete message. This often happens with large e-mail attachments, because your internet connection is more vulnerable to disconnect during this time. You can try and decrease the maximum bandwidth of your internet connection (by changing your modem settings) to connect at a more stable speed.
   
2. If you are using Outlook Express 5.0 to receive e-mail, your computer may be set to automatically disconnect after receiving e-mail. Run Outlook Express 5.0 and go to¡iTools¡jthen¡iOptions¡j then ¡iConnection Settings¡j. Make sure that ¡iDisconnect after receiving messages¡jis unchecked.
   
   
 
Q: Why do I receive an ¡§incorrect password¡¨ message when receiving mail¡H
A: If this situation arises, check the following¡G
   
 
1. Your password may be entered incorrectly in Outlook Express 5.0. Go to¡iTools¡jand select¡iAccounts¡jthen select your HiNet E-Mail account and view¡iProperties¡j. Go to¡iServer¡j and ¡iPasswords¡jand re-enter your e-mail password.
   
2. If you still cannot connect to your e-mail mailbox, call HiNet customer service at 0800-080-412 and ask them to test your e-mail password. If this still does not succeed, please fax a request with the following information to the numbers below asking HiNet to change your e-mail password.
 
Northern Region¡G ( 02 ) 2321-9854
Central Region ( Hsinchu to JiaYi )¡G ( 04 ) 2226-2844
Southern Region ( South of JiaYi )¡G ( 07 ) 344-3900
 
  Individual Users
  ( 1 ) Copy of your National ID card (both sides)
( 2 ) Your HiNet user ID number
( 3 ) Telephone number and contact person
( 4 ) New e-mail password
   
  Corporate users
  ( 1 ) Copy of your company¡¦s operating license
( 2 ) Your HiNet user ID number
( 3 ) Telephone number and contact person
( 4 ) New password ( please specify if you would like to change your login password or your e-mail password, and do not use CAPITAL letters in your new password )
   
   
   
 
Q: I remember my own password and would like to change it. What do I do¡H
A: Visit http://webmail.hinet.net. After logging in, select [Change my password]
   
   
 
Q: Why is it that I cannot receive my e-mail and my computer stops responding for 60 seconds¡H
A:
1. You may be receiving a larger e-mail with attachments, which may take more than 60 seconds to complete. Wait a bit longer and see if the message downloads.
   
2. Visit http://webmail.hinet.net and use the HiNet webmail software to view your e-mail box. If you have a large attachment you may directly delete it using the webmail software. If you cannot delete the message, please contact HiNet customer service and give the customer service representative your HiNet user ID number as well as your e-mail ID and password and he or she will help you rectify the situation.
   
   
   
 
Q: Why can¡¦t I receive any messages from my friends or others¡H
A:
Check the following if this situation arises¡G
   
1.. Check to see if whoever is sending you the e-mail message has your correct e-mail address.
   
2. Ask the sender if they have received any messages from their mail server after attempting to send you an e-mail. Usually, if they have entered an incorrect address, they will receive a message from their own e-mail server saying ¡§Host Unknown.¡¨
   
   
 
Q: Why are my messages being returned¡H
A:
If your messages are being returned, check the following¡G
1.. Make sure you have the correct e-mail address of your recipient.
   
2. If you receive a bounced message with the text ¡¨host unknown¡¨¡Athen the mail server of your recipient is incorrect or not functioning properly.
   
3. If you receive a bounced message with the text ¡§user unknown¡¨¡Athen the mail server exists but the user name is not valid. This may be due to mail server error or recipient giving you the wrong e-mail address.
   
   
 
Q: What do I do if my mailbox exceeds capacity¡H
A: HiNet offers customers a mailbox capacity of 50MB. If the amount of mail received or stored on our e-mail servers exceeds 50MB, the customer will not be able to access their mailbox and will receive a ¡§password incorrect¡¨ message when attempting to access their mailbox. To correct this situation, please contact HiNet customer service at 0800-080-412.
   
   
 
Q: My mailbox has been Locked! What do I do¡H
A: Your mailbox may become locked if, while receiving messages, your connection drops, or in other irregular situations. If this happens, please contact HiNet customer service at 0800-080-412.
   
   
 
Q: How do I set up the news server¡H
A: HiNet News server address is: netnews.hinet.net - users can use popular Usenet or e-mail software to read and connect to Usenet.
   
   
 
Q: How do I automatically forward my e-mail¡H
A: Go to the HiNet webpage and select ¡§Mail Page¡¨. Then select ¡§Set up mail forwarding¡¨ and enter the address which you wish to forward to in the .forward file. After saving the file, your e-mail should be forwarded to the address you have specified.
   
   
 
Q: Why am I receiving e-mail that is not addressed to me¡H
A: Occasionally you will receive e-mail that is not addressed to you specifically because the sender has put your address in the ¡§CC¡¨ (Carbon Copy) field instead of the ¡§To¡¨ field. The CC field is used to send a copy of an e-mail to someone else at the same time that the original message is being sent. There is a variation of CC called BCC (Blind Carbon Copy) in which the recipients that are receiving the e-mail cannot see each other¡¦s email address, which can be seen when receiving CCs.
   
   
 
Q: Why is it taking so long to send out an e-mail¡H
A: The HiNet outgoing mail server is probably under very heavy load and processing requests slowly. You can try to send your e-mail out later, or use a different HiNet outgoing mail server.
   
   
 
Q: Why am I getting the same messages again¡H
A: Check the following two possibilities if you are receiving the same messages again¡G
 
1. It is possible that your mailbox size has exceeded 50 MB and is no longer properly functioning. Please call HiNet customer service at 0800-080-412.
   
2. If your mailbox is not exceeding capacity, it is possible that you have set your e-mail program to leave old messages on the server, and that you are downloading them again when you are checking e-mail. Try changing the following settings if you suspect this is the case:
   
 
Outlook Express¡G Select¡iTools¡jthen¡iAccounts¡j¡Athen¡iMail¡j. Select your HiNet E-mail account and choose¡iProperties¡j. Finally, choose ¡iSend/Receive¡jand uncheck¡iLeave Mail on Server¡j.
   
Microsoft Outlook¡G Select¡iTools¡jthen¡iE-Mail Accounts¡j¡Athen¡iE-mail¡jand then¡iChange E-mail Account Settings¡j. Click¡iNext¡j to continue and select your HiNet E-mail account. Select¡iChange¡j¡Aand click on ¡iOther Settings¡j¡Aand choose¡iAdvanced¡j. Uncheck¡iLeave Mail on Server¡j¡C
   
Netscape¡G Select¡iOptions and Settings¡jand then choose¡iMail and Internet Newsgroups¡j Finally, choose to¡iRemove Messages from Server after Read¡j.
   
Internet Mail¡G From¡iMail¡jselect¡iOptions¡jthen select¡iServer¡jand then¡iAdvanced Settings¡j¡AUncheck¡iLeave Mail on Server¡j¡C
   
Eudora¡G Select¡iTools¡jthen¡iOptions¡j¡Athen¡iChecking E-mail¡j. Uncheck¡iLeave Mail on Server¡j.
   
   
 
Q: Why are my e-mails unreadable (strange symbols)¡H
A:
1. For most e-mails received and sent in Taiwan, the default language setting is Traditional Chinese. Make sure your language settings are set correctly¡G
 
Outlook Express¡G Select¡iView¡jthen¡iEncoding¡j¡Aand choose¡iTraditional Chinese¡j.
Netscape Communicator¡G From¡iView¡jselect¡iEncoding¡j¡Aand set it to¡iTraditional Chinese¡j.
   
2. Sometimes when the sender and the recipient are using different versions of operating systems or e-mail programs, their messages may appear to be unreadable.
   
   
 
Q: How do I apply for access to send bulk e-mail¡H
A:
1. Please call 0800-080-412 and ask a HiNet Customer Service for an¡iApplication for Bulk E-mail Transmission¡j¡APlease leave your fax number and an application will be faxed to you¡C
   
2. After finishing your application (including a daytime contact phone number)¡Aplease fax your form to ( 02 ) 2321-9854. If fax transmission is successful, you may begin to distribute bulk e-mail in 5 days. If HiNet has any problems or concerns, we will contact you using your daytime contact phone number¡C
   
   
 
Q: Why do I receive a message stating ¡§Cannot logon using secure password authentication¡¨ when using Outlook Express¡H
A: When you receive this message¡Arun the Outlook Express Program, select [Tools¡jthen¡iAccounts¡j¡Aand then¡iMail¡j. Find your HiNet E-mail account and select ¡iProperties¡j¡ASelect¡iServer¡jand uncheck¡iLogon using secure password authentication¡j¡C
   
   
   
 
 
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