Cannot receive email

To start troubleshooting, select which Westnet billing system applies to you:

Advice for our old billing system
Old billing system example
Advice for our new billing system
New billing system example

 

Troubleshooting for our old billing system

  1. If you use multiple computers/devices to access your email but one of them is set to POP protocol instead of IMAP, that may be preventing your other devices from getting a copy of your emails. Refer to our email settings article for help adjusting your email setup.
  2. Try to log in to MyAccount. If you’re unable to log in due to a forgotten password, attempt to recover your password.
  3. Select My Products > Email. If you have more than one email address, select the right one from the Product drop-down menu.
  4. Some mail may not be received if it's being flagged and deleted as spam. In Email Settings, change the Filter options to tag and then click Submit to save your changes.  
    MyAccount spam settings screenshot
  5. Likewise, you may not receive mail if mail forwarding is active. In Email Settings, under Email Forwarding, ensure that Local Delivery is turned ON to allow a copy of forwarded mail to stay in your inbox. Any unwanted mail forwarding rules can be deleted by selecting Remove. Click Submit to save your changes.
    MyAccount forwarding settings screenshot
     
  6. Log in to Westnet Webmail. If you’re unable to log in due to a forgotten password, attempt to recover your password.
  7. If you can't log in to Webmail and it's a new Westnet email address, use a different email account to send yourself a test email, or ask a friend to email you. Once at least one email has been sent to your new mailbox, try logging in to Webmail again.
  8. If you can log in to Webmail, send a test email to your own email address and wait a few minutes to see if it arrives in your Webmail inbox.
  9. If you can't log in to Webmail or you didn't receive your test email, please call us on 1300 786 06 for further assistance.
  10. If you did receive your test email in Webmail, the issue is most likely with the settings in any third-party email software you're using (e.g. Outlook, Thunderbird, Mac Mail).
  11. Use the relevant setup instructions to edit the settings for your existing email account, particularly:

    Protocol: IMAP
    Username: Your full Westnet email address
    Password: Your Westnet email address password
    Mail server: mail.westnet.com.au
    Port & security type: 993 & SSL (for Apple devices), 143 & STARTTLS/TLS (for all other devices)
    Authentication: Enabled/password

    Important: If you decide to recreate your email account or “start from scratch”, you should not delete your original account setup unless you have already saved all important emails to your computer’s Desktop or hard drive.

  12. Run an Antivirus or malware scan using your Antivirus software. Please contact your Antivirus software’s Customer Support if you're not sure how to do this.
  13. Temporarily disable any firewall, antivirus or anti-malware software and attempt to browse again. Please contact your security software’s Customer Support if you're not sure how to do this, or you need help changing the software settings to allow emails.
  14. Call us on 1300 786 068 for further assistance.

 

Troubleshooting for our new billing system

  1. If you use multiple computers/devices to access your email but one of them is set to POP protocol instead of IMAP, that may be preventing your other devices from getting a copy of your emails. Refer to our email settings article for help adjusting your email setup.
  2. Try to log in to MyAccount. If you’re unable to log in due to a forgotten password, attempt to recover your password.
  3. Select Manage Email, then select Manage next to the relevant mailbox. 
     
    MyAccount mail settings screenshot
     
  4. Some mail may not be received if it's being flagged and deleted as spam. Change the Filter options to tag. Changes to your settings will save automatically. 
     
    MyAccount mail filter settings screenshot
     
  5. Likewise, you may not receive mail if mail forwarding is active. Under Email Forwarding, ensure that Local Delivery is turned ON to allow a copy of forwarded mail to stay in your inbox. Any unwanted mail forwarding rules can be deleted by clicking their cross icon. Changes to your settings will save automatically. 
     
    MyAccount mail forward settings screenshot
  6. Log in to Westnet Webmail. If you’re unable to log in due to a forgotten password, attempt to recover your password.
  7. If you can't log in to Webmail and it's a new Westnet email address, use a different email account to send yourself a test email, or ask a friend to email you. Once at least one email has been sent to your new mailbox, try logging in to Webmail again.
  8. If you can log in to Webmail, send a test email to your own email address and wait a few minutes to see if it arrives in your Webmail inbox.
  9. If you can't log in to Webmail or you didn't receive your test email, please call us on 1300 786 068 for further assistance.
  10. If you did receive your test email in Webmail, the issue is most likely with the settings in any third-party email software you're using (e.g. Outlook, Thunderbird, Mac Mail).
  11. Use the relevant setup instructions to edit the settings for your existing email account, particularly:

    Protocol: IMAP
    Username: Your full Westnet email address
    Password: Your Westnet email address password
    Mail server: mail.westnet.com.au
    Port & security type: 993 & SSL (for Apple devices), 143 & STARTTLS/TLS (for all other devices)
    Authentication: Enabled/password

    Important: If you decide to recreate your email account or “start from scratch”, you should not delete your original account setup unless you have already saved all important emails to your computer’s Desktop or hard drive.

  12. Run an Antivirus or malware scan using your Antivirus software. Please contact your Antivirus software’s Customer Support if you're not sure how to do this.
  13. Temporarily disable any firewall, antivirus or anti-malware software and attempt to browse again. Please contact your security software’s Customer Support if you're not sure how to do this, or you need help changing the software settings to allow emails.
  14. Call us on 1300 786 068 for further assistance.