Email FAQ's

What is the largest email I can send?
The server has a hard limit of 5MB for sending mail, but they are not made to handle large emails. If messages get over 1 MB in size, you may start to have problems in sending.

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How do I change my email address?
To change your email address, please call our support line at 1-888-628-4669. When calling to make changes to your account, we will ask you to verify the following information:

1. That you are the account holder or authorized to make changes on the account.
2. The address on file.
3. The phone number on file.
4. Your method of payment. If you pay with a credit card, we will ask for the last four digits of that card. If you pay by check, we will ask for the check number of your last payment. If you pay with automatic withdrawals from your checking account, we will ask for the account number.

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I can receive email just fine but I can’t send email from my ATT, Verizon, or other non-Nationwide connection. Why not?
If you are using another provider other than Nationwide Internet for your connection, you will probably need to use your providers SMTP server. You must contact your Provider for the SMTP Settings.

If you can not or choose not to use your providers SMTP service, you can use ours to SEND email, however you will need to do some additional configurations for SMTP authorization. Click here for instructions.

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Why do I get disconnected when I am checking my mail?
There can be many causes as to why you get disconnected from the Internet and your mail server when attempting to check email. The most common of these reasons is that 'Hang up after sending and receiving' or a similar option has been selected in your email client. To correct this in Outlook Express 5.0 or higher, click tools/options/connection and de-select the option. For other email clients please refer to the Help menu for instruction on how to disable this option. If you have checked this, and it does not appear to be the problem, you may contact our technical support by calling 1.888.628.4669.

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On email, I receive this error: "connection to the server was unexpectedly terminated?"
This message is the result of a growing problem on the Internet caused by Spam email. For one of various reasons, Outlook Express is unable to process the header information of a particular Spam email and as a result the connection to the mail server is abruptly disconnected. Outlook Express is getting disconnected from the mail server prior to downloading email, and as a result it is unable to execute the command to delete received email from the mail server. The same email will then be received on subsequent attempts. The best method to resolve this issue is to log into your free Nationwide Protection service and set your personalized settings or call us a 1.888.628.4669.

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What if my mail client hangs without an error message when attemtping to check email?
Please contact us 1.888.629.4669 and a customer representative will assist you or use your webmail option located at the top and the bottom of the website.

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How do I get rid of all this Junk mail I didn't sign up for?
Click on the support tab at the top of the page, under Technical Support, choose Spam Filter and login to your account to set your personalized settings. To find out more about Spam, please visit our Spam FAQ's

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How can Internet Explorer or Outlook Express to auto dial my connection when I open it?
On any Windows 9x or higher build operating system running Internet Explorer 5.0 or higher, a simple configuration setting in Internet Options will enable Internet Explorer or Outlook Express to automatically dial the default Internet connection.

Start by clicking on My Computer/Control Panel/Internet Options/Connections tab. Select the radio button option 'Always dial my default connection.' Single click the dial-up networking connection for The River, and click the Set Default button. Click the OK button, and close the Control Panel. Now, whenever Internet Explorer or Outlook Express is launched, the dialer for Nationwide Internet, will automatically attempt to connect to the service.

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What if I do not have access to my file attachments in Outlook Express?
When attempting to read email with an accompanying file attachment using Outlook Express 6.x you may receive the message 'OE removed access to the following unsafe attachments in your mail'. This message is the result of a new security feature built into Outlook Express 6.x which prohibits the ability to open file attachments. To enable Outlook Express 6.x to open file attachments:

Click on Tools/Options/Security and uncheck the Virus Protection option 'Do not allow attachments to be saved or opened that could potentially be a virus.'

You will then need to close Outlook Express and re-open it in order for the changes to take effect.

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I receive this error: "ERROR You must be logged in to access this page. Go to login page."
This error can occur for several reasons using Internet Explorer. Some possible reasons include corrupt cookies, corrupt temporary Internet files, or existing security settings. If you are using Internet Explorer 6 or higher, you may try the following:

1. In the uppermost toolbar of Internet Explorer, Click on 'Tools'->'Internet Options'-> the 'General' tab.
2. Select the 'Delete Cookies' button under the 'Temporary Internet Files' section.
3. Click the 'OK' button when it says 'Delete all cookies in the Temporary Internet Files folder.'
4. Click the 'Delete Files' button under the 'Temporary Internet Files' section and check the 'Delete all offline content' box, then click 'OK'.
5. Select the 'Security' tab. There should be a box with the following icons: 'Internet', 'Local Intranet', 'Trusted Sites', and 'Restricted Sites'. 'Internet' should be selected by default, if not, select it now.
6. In the section marked 'Security level for this zone' click on the 'Custom Level' button.
7. Under 'Reset custom settings' choose 'Medium' and click the 'Reset' button. Click the 'OK' button, and then the 'Default Level' tab to complete the process.
8. After that is finished, select the 'Privacy' tab. Click the 'Default' button under the section labeled 'Settings' . Click the 'OK' button in the lower right hand corner of the Privacy window, and your issue should be resolved.

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If you need more help with any of our products or services
please contact us at 1.888.Nationwide (628-4669)