Self Help Email Troubleshooting and FAQ

Email Troubleshooting and FAQ

Our most common troubleshooting tips and questions can be found below.

How do I create a new email address?

To get a new email address created, please call one of our customer care team members at: 1.866.832.6020.

How many email accounts can I create?

Up to 15 email addresses are included with most of our Mascon Internet plans and bundles plans.

How do I change my email password?

If you forgot your password, or you just want to change it for security reasons, you can do this by logging into your webmail or calling one of our customer care team members at: 1.866.832.6020

Note: When changing passwords you need a minimum of 8 characters.

What are the mail server settings?

When configuring your email account within an email client (MS Outlook, Thunderbird, Apple Mail, etc.), we recommend using the IMAP protocol rather than POP.

IMAP synchronizes all your email activities between your devices. For example, deleting an email on your phone will also delete it from your PC or Mac. POP does not synchronize requiring deletion in both locations.

Different email clients may require different settings, but the following should work on most:


  • If asked for a Username, put in your full email address: Do not just put in xxxxxxx or leave this blank.
  • Check “Outgoing server (SMTP) requires authentication:” if asked.

Recommended Settings:

  • Connection type: IMAP
  • Incoming server:
  • Incoming server(IMAP) port: 993 or 143
  • Incoming server encryption: SSL
  • Outgoing server:
  • Outgoing server (SMTP) port: 587
  • Outgoing encryption: STARTTLS or SSL

Or without encryption:

  • Incoming server:
  • Incoming server(IMAP) port: 143
  • Incoming server encryption: None
  • Outgoing server:
  • Outgoing server(SMTP) port: 587
  • Outgoing encryption: STARTTLS or SSL

Or with full encryption:

  • Incoming server:
  • Incoming server (SMTP) port: 993
  • Incoming encryption: SSL *may require certificate confirmation
  • Outgoing server:
  • Outgoing server (SMTP) port: 587
  • Outgoing encryption: SSL

Note about Encryption:

When you turn on email encryption, your emails are only encrypted between you and your email server. They do not remain encrypted within the email server or when forwarded to the recipient.

The main reason to turn on encryption is to ensure that your email server login information (password) is encrypted when you connect. Therefore, we recommend turning on Outgoing encryption only as this is the only direction your passwords are sent.

Can I access my email remotely?

Webmail can be used to access your email account(s) remotely from any computer connected to the internet.

You can also configure auto-responders, mail forwarding and change your email password.

For more information on how to access your email remotely, click here.

What is the contact number for tech support and customer care?

Our technical support and customer care team can be reached at: 1.866.832.6020.

Our office hours can be found here.

Is there an outage in my area?

To view any ongoing service outages, click here.