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Customer Support FAQ's....
If you are experiencing problems the following may help:

See Also:
Email Problems
Problem
Solutions
a
Unable to send or receive mail?
  1. Check that you have a working internet connection and that you can browse the internet.
  2. Check that your mail settings; username, password, incoming and outgoing servers are set to the settings provided by Bignet.
  3. If you have a firewall check that it is not preventing your mail program from accessing the mail servers.
b
Unable to send but can receive?
  1. Check your SMTP server settings; this should be as provided by Bignet i.e. SMTP.YOURDOMIAN.CO.UK
  2. If you connect to the internet with a provider other than Bignet, check with them what their SMTP server settings are.
  3. If you connect with Bignet Dialup or Bignet ADSL try using SMTP.UKADSL.ENG.NET as your SMTP server setting.
c
Unable to receive but can send?
  1. Is your mailbox full? If you choose to leave messages on the server it may be that you mailbox is full, uncheck the box in advanced mail settings to clear old messages.
  2. Check that your Firewall or Anti Virus software is not blocking incomming mail.
If none of the above help contact Bignet Support...
 
 
Web Site Issues
Problem
Solutions
a
Unable to view your web site?
  1. Check that your internet connection is working correctly.
  2. Check that your domain has not expired; click here to use our domain checker and confirm that the expiry date of your domain has not passed.
  3. Has your site been recently changed or updated, there may be a scripting error which is preventing your site from displaying correctly.
  4. Is there an issue with the Server? Server problems are nornally picked up automatically and corrected immediately, however some repairs may take a little while. If the server is experiencing problems wait for 30 minutes and try again, if the problem persists contact Bignet Support.
b
Unable to access the site via FTP?
  1. Check that the settings you are using are correct. You will need the following; FTP Host, FTP Username and FTP Password, which will have been provided by Bignet. For securty reasons we do not store customers' passwords, if you have lost your settings contact Bignet Support so that they can be reset.
  2. Check that your firewall is not blocking your FTP connection.
c
Scripting does not work?
  1. If you are attempting to use ASP, PHP or Perl scripting and it does not work, check that your hosting includes scripting and that it is enabled.
  2. If a Perl script is not executing check the permission settings using CHMOD.
  3. Bignet does not support third party scripting, we may however be able to help rectify problems although this may incurr a charge.
d
Database does not work?
  1. If you are attempting to connect to a Database check that your hosting includes that type of Database and that it is enabled.
  2. Access, MS SQL and MySQL Databases are available depending on the type of hosting you have and the platform (Windows or Linux). Databases must be enbled by Bignet Support before they can be used.
  3. Bignet does not support third party Databases, we may however be able to help rectify problems although this may incurr a charge.
If none of the above help contact Bignet Support...
 
 
ADSL Faults
Problem
Solutions
a
Unable to connect to the Internet?
  1. Check that your telephone line is working correctly
  2. Check that the connection settings are correct i.e. ADSL username and password
  3. Check the connections between your computer, modem / router and the telephone socket.
  4. Check that the lights on the Modem / Router are on and that power is getting to the device.
  5. Check the 'Sync' light on the modem / router, this should show solid-on for sync, or flash for sync failure.
  6. Try restarting your PC.
  7. Try restarting your Modem / Router
  8. Try unplugging any Non-ADSL equipment from the line (fax machines, telephone handsets, etc).
  9. If possible plug the modem / router into the master telephone socket (if using an extension)
If none of the above help contact Bignet Support...
 
 
Dialup Faults
Problem
Solutions
a
Unable to connect to the Internet?
  1. Check that your telephone line is working correctly
  2. Check that the internet connection settings are correct i.e. telephone number, username and password
  3. Check the connections between your computer, modem and the telephone socket.
  4. Check that the lights on the Modem are on and that power is getting to the device.
  5. Try restarting your PC.
If none of the above help contact Bignet Support...
 
 
 

Bignet Internet
7 Mount Mews
High Street
Hampton on Thames
Middlesex
TW12 2SH
UK
Tel: 0208 213 5911
Email: info@bignetinternet.net

© Bignet Media Ltd. 2006