Email FAQs

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Email FAQs

What is my email address?

Your email address is like your postal address. It allows email messages addressed to you to find their way to your email account. The email address shows who you are and with which Internet Service Provider you are a subscriber.

For example: tells someone that your account is named "jonesfamily" and that your Internet Service Provider is "Optus" which is located in Australia (shown by the .au). If you change Internet providers, your email address will change as well.

What is my email password?

When your account was created, you will have been provided with a username and password. Your username is the first part of your email address (eg. a customer whose email address is will have the username johncitizen) and the password is used to log in to the Optus Internet service, to personalise your homepage and to access your email. Your password is for security - so that only you have access to your account, so keep it private!

What is Webmail?

Webmail allows you to check your Optus Internet email when you're away from your Optus Internet connection. For example, you might like to check your personal email from a work connection, or keep an eye on your email through an alternate internet connection when you're on holidays.

With Webmail you can send, view, receive and reply to your email from any Internet-connected computer in the world.

To use Webmail simply go to and select Webmail from the top of the page. You will be prompted to enter your username and password, and once you log-in, all the emails that you've received since you last checked your email will be displayed, and you can create new emails.

Why can't I use a non Optus mail server for sending email?

The default port used for outgoing email (Port 25) has been partially blocked and will only allow Optus mail servers to access this port

Why has port 25 been blocked?

Optus plays an active role in the fight against spam and viruses. Blocking port 25 is just one of the many steps taken by Optus to continue preventing spam and viruses, both on and off our service.

What are the benefits to my service?

Most viruses and worms are spread by email, in the form of spam (or junk emails). Viruses/worms install themselves onto the compromised computer. Once installed; a worm can send out a large number of messages through your internet connection by sending mail directly out of port 25 rather than the Optus mail server. Ie the trojan is operating as its own email program.

By blocking port 25, such viruses/worms can be stopped from spreading, and has the added benefit of reducing the amount of spam that is received by all Optus customers.

Can I reverse the change?

If you prefer not to have port 25 blocked due to a legitimate need, simply login to Optus Member Services to apply to have port 25 unblocked.

I run a business, how does the port 25 block impact my services with Optus?

If you are a Small Business owner with an Optus DSL Broadband or Dial-up account with a Static IP, this change will not apply to you. Port 25 will not be blocked on your account. If you don't have a Static IP, it won't affect your services at all unless you are running an email server. In that case you will need to opt out of the port blocking by logging in to Member Services.

Why can't I download email?

This usually means some of the email settings in your computer are incorrect. Check to see if your incoming and outgoing mail servers are and that you have correctly entered your username and password. Use one of the links below to check that your email client has been correctly configured.

If you can connect to the Internet, try our Webmail service to see if you have mail.

How do I send attachments?

If you need to send someone more than just a message (eg, pictures or work documents) you can add them to your email as an attachment.

If you are using Outlook Express, click on the button that is called "Attach" (and has a picture of a paper clip). A small window will open showing the folders and files stored on your computer. Select the file that you want to send with your email and then click the "Attach" button. The file you want to attach will then be sent with the email message. When you receive email with an attachment, a paper clip will appear next to the message. Open the email message and click the paper clip so you can view or save the attachment.

Can I have multiple email accounts?

When you first sign-up with Optus you receive a username and password that allows you to connect to the Internet and access your primary email account. In addition to your primary email account you can create four additional email addresses for use at home or work. Follow one of the links below to activate one or more of your additional accounts.

Once at this page, enter your Optus username and password then click the submit button to enter the email account administration page.

Once you are in the email account administration page, you can add additional email accounts by entering a new username into one of the available accounts displayed. After entering the username, you will then need to enter a password for the mail account. Please remember that the additional usernames and passwords you create are used only to access the additional email accounts - they are not used to connect to the Internet.

Once you have created your additional email account(s), you need to configure your email program to access the account(s). You can view detailed instructions on how to configure Outlook Express here.

What is Spam?

Spamming is any form of unsolicited email. Essentially spam is junk mail on the Internet and can include abusive, threatening or unwanted mail.

Is it illegal to Spam?

Yes, some types of spam are illegal. Under the Spam Act, it is illegal to send, or cause to be sent, 'unsolicited commercial electronic messages'. The Spam Act is enforced by the Australian Communications & Media Authority (ACMA). For further information visit

Other types of spam may not be illegal, but sending them could still be a breach of the Acceptable Use Policy and could lead to your internet access being suspended or limited.

How can you stop receiving Spam?

Most mailing list email spam from reputable organisations can be stopped by "Unsubscribing". Instructions are usually provided on this type of email on how to remove your email address from an organisation's mailing list.

If you receive an abusive email or are unable to unsubscribe from a mailing list, you should send an email to abuse@ at the originating domain. For example if you were to get an abusive email, or if you are unable to unsubscribe to an email you received from, you should email to advise them of the issue.

How can you make a complaint about Spam?

You can make a complaint about spam that you have received to ACMA via their website. You can also use the ACMA's SpamMATTERS program which enables you to report spam directly to ACMA via a 'one-click' process.

Depending on the content of the spam email you have received, it may be appropriate to report it to a relevant Authority to investigate the content. For example, ACMA will investigate if the spam email contains prohibited or offensive content, the Australian Competition & Consumer Commission (ACCC) may investigate if the spam email contains fraudulent content, or the Privacy Commissioner may investigate if the content breaches privacy laws. You can find out more information on your options and how to contact these organisations via the ACMA spam complaints website.

How can you protect yourself against Spam?

ACMA's website has some great tips on how you can protect yourself and minimise your chances of receiving spam.

What is Optus Internet doing about Spam?

Optus Internet is helping alleviate this problem by providing all of our Customers with Free Spam Filtering for their mailboxes. You can activate Spam Filtering now.

More information on Optus' spam filtering and how it works.

Why would I receive an email from Optus asking me for my password?

Optus will never send you an email asking for your account details. This is a fraudulent activity known as a "Phishing" scam. This activity is intended to acquire account details such as email username and password in order to gain access to your email account which can then be used to spam others.

Phishing is also used to obtain credit card details or other bank information. In a lot of cases you may be asked to go to a fake website that looks very similar to the website of a legitimate company. If you think the email looks fraudulent do not click on any of the links.

For further information or if you would like to report a Phishing scam you can visit the Australian Competition and Consumer Commission (ACCC) website at

Can I use Optus to receive email from a non-Optus email account?

Certainly. When setting up the non-Optus account in Outlook Express, you'll need to set the Incoming mail server using the details provided by the supplier of the non-Optus email address and as your Outgoing mail server. Then you will be able to receive mail from the other account, yet still send mail using your Optus Internet connection. Although Outlook Express allows this, Optus does not provide technical support for this feature. You may need to speak to the provider of your non-Optus email account for this support.

Does Optus support mail clients other than Microsoft Outlook Express?

Yes, Optus provides online support for Outlook Express, Windows Vista Mail and Macintosh Mail.

What is Optus's email storage policy?

Optus Internet provides 20MB (for Dial-up accounts), 50MB (for Residential Broadband accounts) or 100MB (for Small Business Broadband accounts) of received email storage (including attached files). You will be sent a warning message when the amount of stored emails reaches 90% of the limit. Once you reach 100%, you will not be able to receive any new email.

If you have received a warning message stating that you have exceeded your email storage size limit you can login into Optus Webmail and remove any large emails. Please check all folders you have in Webmail to ensure no large emails are taking up storage space.

You are most likely to exceed this limit if you configure your email program to save a copy of your email messages on the server. It's recommended that you only use this setting if you are temporarily receiving email on a different computer than the one you would normally use - for example, while travelling.

The maximum size of any single email message cannot exceed 10MB. This limit includes all files attached to it. If you attempt to send a message larger than 10MB, it will be returned to you with an error message.