Support - Checking Settings

Our customers use a wide range of hardware and software to access the Internet, collect their email and view www sites.

The key information you require to access the Internet is your username and password, and in the case of modem users, the dialup numbers.

For email setup you will need the name of our incoming mail server (pop3.paston.co.uk) and our outgoing mail server (smtp.mistral.net or smtp.mistral.co.uk), as well as knowing your username and password.

If you get your Internet connection from another company, even though you receive your email through us you should use the outgoing mail server of your broaband provider (eg smtp.btopenworld.com).

No records are kept by Paston Chase of customer passwords. If you've forgotten your password, or wish to change your password, for security reasons you will be asked to fax in your request on headed notepaper.

General Support Tips

Some of these tips may sound very obvious, but we do have people calling us with exactly these problems:

1. Caps-lock key. All usernames and passwords are case-sensitive. Make sure you don't have your caps-lock key on when you type them.
2. No broadband connection. If Paston Chase provide your broaband connection, then all faults should be reported through us and not direct with BT. Before calling it is recommended to reboot the modem (or router), allowing about 15 minutes between turning off and back on.
3. Site not found. It could be that the site you are trying to look at is not working - try some other sites before calling. If they work ok, try your original site later.