1. An email address may no longer exist.
2. The email address may be blocked.
3. The email may be delayed in being accepted by the other mail server.
4. The mail box in question might be full, so they cannot accept your email.

The most common cause for disconnections are problems with your phone line, and in some cases a problem with your modem. Both slow browsing and connection dropouts are often attributable to deterioration in phone line integrity and your modem's ability to cope. Below is a brief list of things that will impact upon the quality of the phone line.

1. Employing extensions cords to connect your modem to the phone outlet. These cheap cords which are fine for normal telephone calls often cause havoc for an Internet connection. As they have no shielding they are subject to a great deal of interference. If you must use an extension keep it as short and direct as possible and always avoid any electrical fields such as heaters, fridges, mobile phones and the like.
2. Having phones / faxes / answering machines connected to the line while connected to the Internet. It is imperative that you unplug any phones / faxes / answering machines from the sockets so that the modem is the only device connected to the line. Also avoid double adapters.
3. Having call waiting enabled on the phone line. To disable Call waiting, lift up the handset on your phone and dial #43# and to re-enable it dial *43#. Be sure to do this before and after you have connected / disconnected from the Internet.

Your modem performance might also indicate that there may be an issue with the modem line quality. Your modem will slow down and/or dropout if there is background noise. A printed "MOLDS" test from Telstra will most likely indicate the line is operating outside specifications and help us to rule of the possibility of imperfections in your line.

If you find this doesn't help we will need to look deeper into your problem. We will need you to provide us with a little more information about your modem. With this information we can determine the version of the modem and adjust it's settings to optimize it for connection to our Internet service. So please do the following (whilst being disconnected from the Internet):

• Go to My Computer - Control Panel - Modems - Diagnostics.
• Click on the COM: port that says 'modem' next to it, then click on 'More Information'.
• At the bottom of the panel you will see 'command' and 'response'. Please write down these responses:
ATI1
ATI2
ATI3
ATI4
ATI5
ATI6
ATI7
(These will tell us what the modem is and its version.)

At times you may experience some long delays in getting through to the Technical Support Department, but our Technical Support Team are well trained and qualified to resolve the issues that you may be experiencing with your Internet first time every time.

We endeavour to answer your call as soon as possible but if you are unable to get through to an operator, there are some useful tips you can use which can be found on our support page

Alternatively you can send a question to us by selecting Technical Support (either Dial-up or ADSL) in the form below.

You can also fax your enquiry to 1300 85 92 92 and attention it to the iPrimus Technical Support Team, with your contact details and a description of the problem.

Spam e-mails are unsolicited bulk e-mail that are electronically generated generally as a means of advertising or promoting a product.

Spam e-mail is responsible for more than 50% of all Internet transmitted e-mail across the world*. Spam is unsolicited bulk e-mail and is a growing problem for business and home Internet users alike. Millions of e-mails containing rogue advertisements, offensive content and unwanted promotions are transferred at random into people's private e-mail boxes every day.

To combat this growing problem, the iPrimus E-mail Spam Protection service will scan all your incoming iPrimus e-mail and block spam e-mail from reaching your inbox.

The iPrimus E-mail Spam Protection service is powered by Brightmail, the worlds leading anti-spam filter. Each day the iPrimus network is updated to block new spam threats to ensure up to 95% of all spam is blocked from your inbox.

To Find out more please view our iPrimus E-mail Spam Protection page

* Source: Brightmail Inc www.brightmail.com