Notes before we begin:
The following will provide you with a step by step guide to try and solve issues related to your mail download stalling, taking much longer than normal, or not working at all.

Troubleshooting checklist:
1. Make sure you are online. Can you access www.pacific.net.au? If yes, go to step 2.

2. If you were downloading mail earlier and it dropped out, the account may be locked. Wait 15 minutes without logging in and try again if you think this is the case and the mail lock will automatically clear itself. If you do not believe it is a mail lock, go to step 3.

3. Make sure you've entered your username and password correctly in your email client. (Outlook, Netscape, etc.) You may need to retype your password since you cannot see it. Verify your username as well. Check to make sure everything has been entered in lower case. If your settings appear correct, go to step 4.

4. Try accessing your email account via Webmail. If you are not familiar with Webmail our or accessing webmail help page may be of assistance to you. If you can't gain access via your mail client or Webmail you may have a username/password issue. Please contact Technical support on 13 36 35.

5. If your Webmail login works, but your email software does not - your email programs settings may need to be checked, check our mail setup help pages for how to do this.

If you can not gain access after reconfiguring your mail client settings please contact Technical support on 13 36 35.

Before contacting Technical Support:
1. Write down any error messages you get when trying to access your email account. Note the name and version of your email software and the exact text of the error message. This will greatly speed up the troubleshooting process if we have information.

2. Note if the problem occurs with downloading or sending messages?

3. We will need to know if you have any firewalls installed. If so disable them and try to retrieve your emails again before calling, this may be blocking your access to the mail servers.

4. If you are sending mail, are there attachments? If they are large (approaching 5MB or larger) the mail server will be unable to send them. There is a restriction on attachment sizes to 5MB as most mailboxes on average are only 5MB in size.