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F.A.Q. :: Post-Sales Questions
Table of Contents
Last Revision: September 21, 2006
- 1. General
- 2. Payment/Billing
- 3. Technical
- 4. Support
1. General
- 1.1. Why do I receive warnings in my email about approaching, reaching or going over my email storage resource? How can I avoid this?
- Email resource warnings are common if you do not routinely remove old messages from your email account on the server. If you are using an email client such as Outlook Express or something similar, be sure that you have it set to remove email from the server once it has been downloaded. If you are using WebMail to retrieve your email, be sure to setup automatic cleanup of your emails within "Options" - "Maintenance". This will help keep your overall email storage to a minimum. Alternatively you can increase the allowed disk space for email accounts within your control panel, up to your maximum included disk space limits.
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- 1.2. What are Host/Atomic's Nameservers?
In order for a domain name to point to your host account on our servers the domain name must have the following nameservers. To change your nameservers, log in to the domain name manager at your Domain Name Registrar (note:this is not the Host/Atomic host control panel login).
- Primary: NS.HOSTATOMIC.COM
IP: 69.90.67.215
- Secondary: NS2.HOSTATOMIC.COM
IP: 69.90.67.231
- Tertiary: NS3.HOSTATOMIC.COM
IP: 65.109.242.93
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2. Pricing/Billing
- 2.1. Are Host/Atomic customers notified prior to reaching their resource limits of web storage, email storage and bandwidth?
- Yes. As a courtesy to our customers and to avoid unexpected overage fees the Host/Atomic servers will automatically notify customers via email when they have used 90% of their alloted resources. This notice allows customers the opportunity to contact Host/Atomic and pre-buy extra resources if they are required. Pre-buying is in the customers best interest as it is less expensive than overage fees.
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- 2.2. How much are "overage" fees?
- Overage fees (purchasing additional resources after they have been used) can vary from plan to plan. In your control panel click on "billing" to find an option displaying costs. For all other costs, please contact us at sales@hostatomic.com.
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- 2.3. What is the difference between pre-bought resources and over-the-limit resources?
- Purchasing additional resources before you need them is always cheaper than purchasing them after you have used them. As Host/Atomic customers approach their resource limits (at approximately 90%), an email notification is automatically sent to them. If a customer exceeds theri resource limit overage charges are automatically applied to their account. It is always in the client's best interest to contact Host/Atomic if they believe they are going to exceed the resource limit.
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- 2.4. What is the procedure for cancelling an account? What are your policies in this regard?
- For complete cancellation policy details please review our Billing/Refund Policy.
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3. Technical
- 3.1. My web site is not working or my old web site still shows when I use my domain name. What is wrong?
- Customers who have signed up for an account within the past 48-72 hours may find that their domain transfer is not yet completed. If a "whois" search at your registrar indicates that your domain is pointing to our servers but you still cannot access your site then it may be a propagation issue and should resolve itself once your domain name propagates to internet service providers around the world. If you still cannot access your domain/web site after 48 hours feel free to contact us and we will be happy to assist you.
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- 3.2. My email is not working. What is wrong?
- See 3.1.
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- 3.3. How do I upload my web site?
To upload your website you will require an FTP client. A search on Google will show you many options when it comes to FTP clients or you can even use your web browser as an alternative. A third alternative would be to use the File Manager application found in your control center.
To upload your files via your FTP client to your web site you will need to have the FTP Hostname, the FTP Username and the FTP Password for your host account. You can find all three of these items in your control panel under "FTP USER / ACCOUNT". You should also have received this information in an email when you signed up for your account.
To upload your files via your web browser to your web site you can type "ftp://hostname.com" into the URL field (replacing hostname.com with the FTP Hostname found in your control panel). When prompted simply provide the FTP Username and FTP Password to gain access.
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- 3.4. How do I setup my email client software?
- To set up Outlook Express please see Outlook Express Configuration
To set up Netscape Mail please see Netscape Mail Configuration
To set up Eudora Mail please see Eudora Mail Configuration
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- 3.5. Why can't I send email using Host/Atomic mail servers?
- The most common cause of not being able to send email is that many Internet Service Providers (ISPs) are now blocking port 25 (the default port for email service). As a possible solution to this Host/Atomic has designated 2 additional ports for SMTP use - ports 587 and 1025. Try changing the default SMTP (outgoing mail server) port to one of these and see if it resolves the problem. If the problem persists then you should contact your ISP and obtain the address for their outgoing mail server to use instead of the one assigned to you by Host/Atomic.
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- 3.6. Why do I get a "554 sorry, your envelope sender is in my badmailfrom list (#5.7.1)" when sending mass emails?
- Host/Atomic has a global restriction in place that prevents all end-users from sending more than 100 emails per mail box per day (this affects outgoing email only - not incoming). This restriction has been introduced in response to the growing number of commercial unsolicited email (SPAM) being sent from our servers. This SPAMing can lead to our mail server IPs being blacklisted by anti-spam groups and cause mail cues to become too large on our shared hosting environment, causing slow-downs and service interruptions. For more information regarding our policies please view our Terms and Conditions of Service(TCOS).
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- 3.7. Why won't CDONTS work to send email in my ASP page?
- The CDONTS method of sending mail was depreciated by Microsoft with the introduction of the Windows 2003 server. Host/Atomic servers are configured to use the current email method - the CDO.Message class. To learn more click here.
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4. Support
- 4.1. What are your hours?
- Our phone response hours are 9:00am to 5:00pm, Monday through Friday.
Our e-mail response hours are 9:00am to 10:00pm, Monday through Friday.
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- 4.2. How does your customer support work?
- Host/Atomic's first level of support is the reference material found on our support website (the one you are currently on). If you are unable to locate the solution to your problem within our extensive document library we encourage you to contact us by following the recommended contact procedures found on our Request Support page.
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- 4.3. Can I speak to a Host/Atomic representative?
- Although we encourage all of our customers to utilize our Trouble Ticket system for reporting issues we are always available to speak with them personally. To contact a Host/Atomic representative by phone call 1-519-524-9302 or toll free at 1-877-286-6426.
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