Troubleshoot & Repair
Internet Service
Step 1 Step 2 Step 3
  Select Your Service Diagnose Your Problem Fix It Now!  
Step 3 – Fix it now!
I cannot send or receive e-mail

Before you begin
Open a Web page to verify that you have an active Internet connection. If you not have a connection, do one of the following:
If you have…
Then…

DSL Internet Service

See My FastAccess DSL connection does not work.

Dial Internet Service

Call 800-436-8638 and press option 1 for technical support.
To troubleshoot AT&T Internet Services e-mail problems, do the following:
1. Check the send to e-mail address to ensure that you have typed it correctly.
2. Verify that you have your e-mail software properly set up.
If you are using…
Then…
AT&T Web E-mail only No action is necessary. Go to Step 3.
Other e-mail programs

In the program list below, click your e-mail program for set-up instructions.

Outlook | Outlook Express | Netscape 6 or 7 | Netscape 4 | Mac OSX Mail | Thunderbird

  • Verify that your user name and password are entered correctly in your e-mail software.
  • Check your e-mail software setup and ensure that the outgoing Simple Mail Transfer Protocol (*SMTP) and incoming Post Office Protocol (*POP3) e-mail servers are set to mail.att.net.

    Note: *SMTP & POP ─ acronyms for Simple Mail Transfer Protocol (used to transfer e-mail between or among servers) and Post Office Protocol (used to transfer messages to individual terminals).
3. Check your e-mail storage space and message count limits.
See E-mail Storage Space and Message Count Limits for this information.
4. Do one of the following:
If you have…
Then…
Exceeded the storage space and message count limits Delete some of your old e-mail messages, and then go to Step 5.
NOT exceeded the storage space and message count limits Go to Step 5.

Note: See Storage Space and Message Count Tips for information on reducing the risk of exceeding these limits.
5. Try sending or receiving e-mail to determine if these troubleshooting steps have
resolved the problem.
Storage Space and Message Count Tips
If you use…
Then…
AT&T Web E-Mail to send/receive e-mail messages Periodically delete old e-mail messages from folders in your AT&T Web E-mail mailbox, including the Trash folders.

Note: The "Save Sent Mail" features (from the "Rules" tab in AT&T Web E-mail) can significantly increase your storage space or message count. Remember to periodically delete the e-mail messages too.
An e-mail program (Outlook Express, Outlook, etc.) to download your e-mail messages from the AT&T mail server to your computer Do not select the option to "Leave a Copy of E-mails on the Server".
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