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Can’t connect to your e-mail? Please read, especially if you use Roadrunner.

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Can’t connect to your e-mail? Please read, especially if you use Roadrunner.

If you can’t connect to your provider’s e-mail service, and
receive errors such as “Network Connection Timeout” or “Host Unreachable”, but
all of your other internet functions work fine; checking Facebook, watching
YouTube, Skyping family, etc., your e-mail provider may be blocking access from
your address. This may be because another person in the same range of addresses
has been sending spam, causing your provider to shut down access from a large
block of addresses. Effectively, they’ve cast a wide net to block a spammer and
inadvertently caught you in it.

How can this happen?

HughesNet users A, B, and C don’t know each other, they
don’t even live near each other, but they share one thing in common: an IP
address in a specific range -- it’s like your address on the internet. Let’s
say User C gets infected by malware and it spams e-mail at a high-rate to
RoadRunner’s servers. This raises flags for RoadRunner, and may result in
RoadRunner blacklisting and blocking all connections to send or receive e-mail
from User C’s IP address. Unfortunately, this means users A and B, who may
occasionally share the same IP address range as user C, will also be unable to
connect to RoadRunner’s servers. This may be intermittent, as your address will
change over time, and you may only sometimes have an address that RoadRunner
has blocked. RoadRunner does not inform HughesNet when they take this action
and begin rejecting connections. 

What about Roadrunner e-mail?

The way ISPs/e-mail service providers handle “spammy IPs”
can differ in terms of severity. Roadrunner, for example, may block a whole IP
range, affecting many more users. Those blacklisted by Roadrunner will also be
prevented from accessing their webmail login page. Again, since the blacklist
is temporary, Roadrunner users can usually access e-mail after a few days.
Uncommonly, a Roadrunner user may not be able to access their e-mail for an
extended period of time, at which point HughesNet support should be contacted.
Ultimately, RoadRunner must make the change to unblock the range of addresses
and allow their customers to connect, but HughesNet may be able to assist in
providing information that they require to correct it. In addition, we can work
with RoadRunner to identify the infected or malicious user and stop them from
spamming RoadRunner’s network.

What can I do?

Temporary workarounds include accessing mail on a
non-HughesNet connection, or using a 3rd party service such as or However, you can reduce the risk of
blacklisting your IP address by ensuring your system and network are
virus-free. You should have some sort of virus protection for your computer and
any device that connects to your network. Also important, be sure your
anti-virus software is up-to-date; new threats are developed all the time, so
there’s no point in having anti-virus software if it cannot recognize the
threat. There are free anti-virus programs available on the internet; your
fellow community members here may also suggest programs to try, don’t hesitate
to ask. If you still have any concerns and need our assistance, please create a
new post and we’ll be happy to help.

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

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