FAQs

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Meeting Your Internet Needs and Answering Your Questions

At Mosaic Telecom, we understand that you might have questions about how our Internet services work. We also know that sometimes you just want to have quick access to the answers to those questions. That's why we've provided a list of our most Frequently Asked Questions when it comes to our Internet services. If you still don't see what you're looking for, please give us a call!

Email

How can I check my email from another computer?

Mosaic Telecom offers web-based email so you can check your email from any computer that has an Internet connection. To check your email from another computer click here.


Click on the appropriate link. Type in your email address and the password that was assigned with your email address in the appropriate fields, then click Login.

How do I get my Mosaic Telecom - Chibardun email?

Using Outlook Express - Connect to the Internet. Open Outlook Express. Click on Inbox then click Send/Receive. To send an email click New. For more information on how to use Outlook click Help on the Outlook Express menu bar.


Using Thunderbird - Connect to the Internet. OpenThunderbird. Click on the Get Mail icon in the upper left hand corner.


Using Webmail - Go to http://www.mosaictelecom.com/Webmail.html. Enter your email address and password. Click on Login.

How do I send a web page through email?


  • 1. Go to the web page you wish to send.

  • 2. Click File then Send Page (Note: Windows users many also right-click the mouse and select Send Page)

  • 3. Type in the recipients email address and edit the Subject field if necessary.

  • 4. Click Send.


How do I send an email without revealing everyone's email address?

To send a message to multiple people such that each recipient cannot see the other recipient's addresses or names; List their email addresses in the Bcc field (Blind Carbon Copy).


Outlook 2003
To display the Bcc field for use, enable it from the View menu in the Mail composition field in Outlook.


Outlook 2007
To display the Bcc field, Compose an email and select the Options Tab and the Show Bcc button.



Outlook 2010
To display the Bcc field, Compose an email and select the Options Tab and in the Show Fields category, select Bcc.


How do I setup email on Vista (Windows Mail)?


  • 1. Open Windows Mail.

  • 2. Click Tools then click Accounts.

  • 3. Click the Add button (right hand side)

  • 4. Select Email Account, click Next

  • 5. Display Name: Type your name (what you type in this field will be displayed on all outgoing emails.)

  • 6. Click Next.

  • 7. E-mail Address: Enter your @chibardun.net email address or mail.mosaictelecom.net. If you have WildBlue service you will need to type @chibardun.coop.

  • 8. Click Next.

  • 9. Incoming Email server type: Should be POP3

  • 10. Incoming mail (POP3) server: mail.chibardun.net or mail.mosaictelecom.net. If you have WildBlue service you will need to type pop.chibardun.coop in the incoming. mail server field.

  • 11. Outgoing email (SMTP) name: mail.chibardun.net or mail.mosaictelecom.net. If you have WildBlue service you will need to type mail.chibardun.coop in the outgoing mail server field.

  • 12. Click Next.

  • 13. Type the Email username: Your Mosaic Telecom assigned login/username. If you have WildBlue you need to enter your WildBlue account name.

  • 14. Type in the Password: Your Mosaic Telecom assigned password. If you have WildBlue you will need to enter your WildBlue password.

  • 15. If you don't want to enter the password each time, check Remember Password.

  • 16. Click Next.

  • 17. Click Finish, then Close.

How do I setup Outlook or Outlook Express to get email?

Outlook 2003



  • 1. Open your Outlook 2003. The Account Wizard starts.

  • 2. In the email category, select Add a new email account. Select the NEXT button.

  • 3. Select POP3. Select the NEXT button.

  • 4. User Information acts as a label, this is what you want your email recipients to see in the From field of the email and where you want them to reply to. Input your Name and Email address.

  • 5. Logon Information consists of the username and password that was issued to you by Mosaic. Input your Username and Password. *Exclude @chibardun.net or @mosaictelecom.net in the username*

  • 6. Server information: use mail.chibardun.net or mail.mosaictelecom.net for both incoming and outgoing email servers. If you have WildBlue service you will need to type pop.chibardun.coop in the Incoming mail server field. Test account settings to verify that everything you input is correct. Select the NEXT button.

  • 7. Finish


Outlook 2007



  • 1. Open Outlook 2007

  • 2. Select the Tools menu at the top left of your screen.

  • 3. Select the Account Settings menu option.

  • 4. In the Email Tab, Select New on the toolbar. Next

  • 5. Choose Microsoft Exchange, POP3, IMAP, or Http. Next

  • 6. Enter your name. This is the name you wish to display in the From: field of your emails.

  • 7. Enter your email address. This is the email address that all replies will go to.

  • 8. Enter your Password.

  • 9. Retype your Password. Next

  • 10. You may receive an error message stating that an encrypted connection to your mail server is not available. Click next to attempt an unencrypted connection. It is detecting your email server settings for you. You do not need to input them.

  • 11. Click Next.

  • 12. Finish


Outlook 2010


To set up an email account in Outlook 2010 is very straight forward. You get started by clicking the orange File button. This will show the new file-menu system. Here you can add and edit accounts, cleanup your mailbox and create Rules and Alerts. All you’re existing accounts (if any) will show up in the top part of the window.


Select POP3/SMTP account. There are two ways to start the wizard. The first is to click on Add Account below the Account Information Heading. The second is to press the button called Account Settings. the difference between the two is that the first will open the Auto Account Setup Wizard where as the Account Settings Button will open the Email Accounts overview window first. If you have any experience using Outlook both windows will look familiar to you.


Click Add Account to start the wizard. That starts the wizard which will guide you through the process. You have two choices: Fully automatic and the manual way. Select Manual setup.


E-Mail Screenshot5


  • 1. Choose Manually configure server settings or additional server types
    E-Mail Screenshot6

  • 2. Click next.

  • 3. In the next Window, fill out all the necessary information as needed. Name, Email, Account Type, incoming and outgoing sever as well as the Logon information. If you don’t have all this, you can get it from your ISP or network manager.
    E-Mail Screenshot7

  • 4. Then it’s time to decide where your emails are to be stored. If you do not have any preferences at the moment, skip this step and use the Default setting: New Outlook Data File. However if you have a backup of an old pst-file from an earlier installation or another account, Click Existing Outlook Data File, then Click Browse. Lookup your file and Click OK.
    E-Mail Screenshot7

  • 5. Click Next

  • 6. Click Finish, You’re Done!

  • 7. Back in the main window, click Send /Receive to check for new email.

How do I setup Thunderbird 3 to get email?

Once you’ve downloaded Thunderbird 3 you will get the Mail Account Setup Wizard screen: Enter your Name, Email Address and Password for your email account. Select Continue.
E-Mail Screenshot9


Select Stop button


E-Mail Screenshot10

See below diagrams for the following changes:



  • Change IMAP to POP

  • Change 143 to 110

  • Change STARTTLS to None

  • Select Manual Setup
    E-Mail Screenshot11

How do I setup Windows Live Mail?

With Windows Live Mail open. Note this is for the latest version sometimes referred to as version 2011.



  • 1. Click on the "blue" menu button in the upper left hand corner of the program. This button or "tab" is directly to the left of the "Home" tab.

  • 2. Click on Options.

  • 3. Click on Email Accounts

  • 4. On the Accounts Dialog box, click the Add button.

  • 5. Select "Email Account" and press the Next button.

  • 6. Enter in your Mosaic Telecom email address in the "Email Address" field.

  • 7. Enter your Mosaic Telecom email password in the "Password" field.

  • 8. Select a "Display Name" for the next line. Typically this is your First and Last name and will show up as a common name to people you email.

  • 9. Place a checkmark in the option "Manually configure server settings". Then press the Next button.

  • 10. On the next screen, Incoming "Server Type" should be set to POP. In the field below it, "Server Address" enter: mail.mosaictelecom.net on Port 110.

  • 11. Skip the next to fields leaving them how they are. Fill out the last field on the left hand side "Logon user name" with the beginning of your Mosaic Telecom email address. For example if your email address is bobsmailbox@mosaictelecom.net you would simply enter bobsmailbox.

  • 12. On the right hand side of this screen enter: mail.mosaictelecom.net for the Outgoing server information "Server Address" and leave it set to Port 25.

  • 13. Press the next button and you should see a message that the account has been added. Press Finish on this screen. And then click the Close button on the Accounts screen to return to the main mail screen. You should now see your new account setup along the left hand side.

How do I verify my email server settings?

Outlook 2010




    • 1. Open Outlook. Click the File tab, click Account Settings.






    • 2. Select Account Settings again.

    • 3. Select your email account and click Change.

    • 4. Edit your settings as necessary.



Windows Live Mail



  • 1. Open Windows Mail by clicking the Start button
    Vista Start, clicking All Programs, and then clicking Windows Mail. Locate the account information you were given by your email service provider.

  • 2. Click the Tools menu, and then click Accounts.

  • 3. Under Mail, click your email account, and then click Properties.

  • 4. Click the Servers tab. Check that the various entries under Server Information and Incoming Mail Server match the account information from your email provider.

  • 5. After making changes, click OK, and then click Close to close the Internet Accounts dialog box.

  • 6. Click Send/Receive to try to retrieve your e mail again.

I can’t send email and I get a bounce back message that says I am being blocked for excess mail.

Each Internet account can send up to 200 emails within a 20 minute time frame. If you exceed this policy, you will be blocked from sending email for 2 hours. If you need to be able to send more emails than the policy allows for, please contact Mosaic Technical Support at 800-306-9498 to discuss your options for resolution.

Is there a limit on the size of my inbox?

To maintain quality of service and keep costs under control, limits on email inboxes are necessary for ISPs to have in place. We chose very liberal limits to give you email capabilities that are far higher than what other ISPs offer.


Size limits for your inbox are the following:



  • 50 Mb per email message limit

  • 75 Mb per mailbox limit

  • 90 day retention of mail left on our server


Please note: Email should not be left on our mail server. All participants should have their email software set to download email messages rather than leave them on the mail server. If you have questions on how to check that setting, contact us at help@mosaictelecom.net.

Is there a limitation on the size of email attachments that I can send or receive?

There is a limitation on the size of email attachments you can send and receive. The limit is a 30 MB email or roughly a 27 MB attachment. Keep in mind though, that your recipient's ISP may have a limitation on the size of attachments they can receive.


Email is not an efficient way to send or receive large files. It is more efficient to FTP (file transfer) large files back and forth. If you have an ongoing need to send or receive large files, contact us to setup a virtual FTP account.

What are email headers and how can I display them?

Every email message consists of two parts, the body and the header. The header can be thought of as the envelope of the message, containing the address of the sender, the recipient, the subject and other information. The body contains the actual text and the attachments. Email programs usually display some header information like the From, To, Date and Subject fields. The actual delivery of email does not depend on any of these headers, they are just convenience. Usually, the From line, for example, will be set to the sender's email address. This is so you know who the message is from and can reply easily.


Spammers want to make sure you cannot reply easily, and certainly don't want you to know who they are; so they insert fictitious email addresses in the From lines of their messages. This makes the From line useless in determining the real source of an email. Fortunately, the "hidden" headers of every email message can be very helpful in tracing spam.


Just like a postal letter will go through a number of post offices on its way from sender to recipient, an email message is processed and forwarded by several mail servers. Imagine every post office putting a special stamp on each letter. The stamp would say exactly when the letter was received, where it came from and where it was forwarded to by the post office. If you got the letter, you could determine the exact path taken by the letter. This is exactly what happens with email. As a mail server processes a message, it adds a special line to the message's header.


How to View Headers



  • Outlook Express: Select the email message and press Ctrl+F3.

  • Outlook Express for Mac: Select the email. From the View menu, choose Source. A new window will appear containing the email with full headers.

  • Outlook 2000-2003: Right click on the message without opening it then select Options.

  • Thunderbird: Open the selected email and click on View. Click on Headers, All.

  • Window Mail: Open the selected email and click on View. Click on All Headers

  • Windows Live Mail: Open the desired email in Windows Live Hotmail. Click the down arrow next to Reply in the message's header area near the sender and subject. Pick View message source from the menu

What are the Incoming/Outgoing email server settings?

If your email ends in @chibardun.net use this in the incoming and outgoing server settings: mail.chibardun.net


If your email ends in @mosaictelecom.net use this in the incoming and outgoing server settings: mail.mosaictelecom.net


If you have WildBlue service you will need to type mail.chibardun.coop in the Outgoing mail server field.

What can I do about all this junk email?

Mosaic Telecom offers Spam Filtering and Virus Protection to any Mosaic Telecom email subscriber. The Spam Filtering and Virus Protection service gives you the control to block the junk email and at the same time scans incoming email for potential viruses. Click here for more information about this service.


Important: Never reply to a Spam email. Requesting to be removed tells the spammer your email address is active and you will be spammed even more. Never buy anything from someone who sends you unsolicited advertising by email. That will reinforce the idea that Spam works.

Why can't I get email on my Macintosh?

Verify that the email settings are correct.


Mac OS X



  • 1. Open System Preferences

  • 2. Click on the Internet icon

  • 3. Click on the email tab

  • 4. The Incoming mail server (POP3) should read: mail.chibardun.net or mail.mosaictelecom.net

  • 5. The Outgoing mail server (SMTP) should read: mail.chibardun.net or mail.mosaictelecom.net

  • 6. The User Account ID is your Mosaic Telecom assigned username. Make sure to use all lowercase letters and don't include the @chibardun.net.

Why can't I open some attachments?

Most often, the reason you can't open an attachment is because your computer does not have a software program that can open that type of file, or your computer doesn't know which program to use to open that type of file. Save the file to your desktop then follow the steps below.


Usually the file name of an attachment indicates the type of file it is. For example, a file named A.GIF has a file extension of GIF which indicates that it is probably a GIF image file. Knowing the type of file allows you to select an appropriate application program to open the file in.


Here is a list of some common file types.



  • BMP: Windows Bitmap image file. Use an image editor or Microsoft's Paint program to view this file type.

  • GIF: GIF image file. Use a Web browser to view this file type.

  • JPG: Jpeg image file. Use a Web browser to view this file type.

  • PDF: Adobe Acrobat file. Use Adobe Acrobat Reader to view this file type.

  • WAV: Windows Wave audio file. Use Windows Media Player to view this file type.

  • ZIP: ZIP compressed archive. Use an Unzip program to decompress all files within the .zip file.

  • XLS, DOC, PUB, PPT: These are Microsoft Office files. The following free utilities may be useful: Microsoft Office Converters and Viewers.

  • TXT: Text file. Use Notepad or WordPad to view this file type.


Setting File Associations:


Once you've determined the correct program to use with a particular file type, you will want to set the file association. Windows uses the file associations to select the default program to open a particular file type with.


Changing the settings of the Windows File Associations varies by the version of Windows. For specifics see: Win95, Win98, WinMe, WinXP or Winvista.

Why do I get disconnected after checking email?

Outlook Express is set to hang-up after sending and receiving. Open Outlook Express, click Tools then Options. Click the Connections tab and uncheck Hang-up after sending a receiving. Click OK.

Why do I get the error message "Connection to the server has failed"?

Most likely you are either not connected to the Internet or your anti-virus, or firewall software is causing the problem. If you are sure you are connected to the Internet, disable all anti-virus and firewall software then try to get email again.

Why won't my email finish downloading?

If email starts to download, but gets stuck it may be the result of a few things. The email that appears stuck may be very large and will either take a long time to download or will never download; your computer may be short on memory; or, that particular email is corrupt in some way.


Let your computer attempt to download email for about 20 minutes. If no progress has been made, cancel the download process and go to Webmail and view your email. In Webmail you can view and delete the large emails that will not download.

Mosaic Telecom – providing families and businesses with quality communications services for 60 years.