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  E3 e-m@iler (EM3002-UK) Support and FAQs  
     
 

These questions have been compiled in addition to those found within the Questions and Answers section in your User Instructions Guide.

We recommend that you refer to your user guide whenever you have a question about your e-m@iler as it provides more detailed information on each topic. If you do not have this, you can either download it via a PC on this website (click here).

April 2011 update:

We are sorry to advise that as a result of operational changes we are no longer able to provide the full e-m@ailer service and therefore a number of the features of your e-m@ailer unit will cease to function.

All units will receive a configuration change between 30th June 2011 and 14th July 2011 which will mean that the following features (if present on the model of e-m@ailer you own) will no longer be available after this configuration change has taken place:

  • Email (Please note that you will still be able to access and view any emails stored on the e-m@ailer prior to the end date.)
  • Any registration alterations
  • SMS
  • Amsurf internet
  • Games download (Please note that you will still be able to access and play any games stored on the e-m@ailer prior to the end date. Anything deleted will be irretrievable and time limited games will expire.)
  • Ringtone download (Please note that you will still be able to access any ringtones stored on the e-m@ailer prior to the end date. Anything deleted will be irretrievable.)
  • All dial up services (e.g. tarot, pranks etc.)
  • Copymail
  • Automatic setting of the date and time (Please note you can still set this manually.)
  • Internet access to your email account
  • After care telephone support

As a result of these changes your e-m@ailer will no longer make daily calls to the service to check for emails and as a result these call charges will cease.

The following features will still function after this time:

  • Video calls (from E3 to E3 videophones)
  • Telephone
  • Caller display (if you subscribe via your telephone provider)
  • Voicemail
  • Address book
  • Printer settings (with compatible printers)
  • Calculator

iIf you have any questions or concerns please contact our customer support team by telephone on 01277 208213 or by emailing emailer@bskyb.com before 30th June 2011.

 
     
 
 
My telephone statement is showing a number I am not familiar with.
Can I prevent my unit from checking for email?
I’m having problems sending and/or receiving emails.
How do I de-register the unit?
The display is showing "Hold down [EMAIL] button to restore service"
and none of the e-m@iler functions work. What does this mean?
My unit just beeps whenever I try to do something on it.
I need to replace my keyboard/power supply/leads/handset for my e-m@iler.
Which printers will work with my e-m@iler?
My screen is blank – what can I do?
My backlight stays on after 10pm.
Where can I buy an e-m@iler?
My unit is on Demo Mode and the telephone will not work.
Can I connect broadband to an e-m@iler?
My caller display is not working.
My phone rings once/twice on a regular basis and no-one is there.
The caller's number is 020 7763 9940.
My phone is not ringing, but other phones in the home are.
I cannot dial out.
How can I stop receiving junk (spam) mail?
How do I change my email address?
The display is showing MEMORY LOW. What shall I do?
 
     
 

My telephone statement is showing a number I am not familiar with.
The current numbers and tariff for the EM3002-UK:

   
Costs
Number used
Initial Registration  
12p + local per minute
0911 343 0003
Subsequent Registration  
12p + local per minute
0901 171 0023
Email  
20p per call
0901 767 5092
Code Update  
12p + local per minute
0901 171 7005
SMS  
50p per call
0901 014 9965
Greeting Cards  
50p per call
0901 014 9981
Mail Notification  
N/C (incoming)
020 7763 9940
Amsurf  
5p per minute
0844 855 5023
4 day Games  
50p per call
0901 014 9977
4 week Games  
£1 per call
0901 292 0013
E-mailer Ringtones  
£1.50 per minute
0907 788 0000
Multimedia Messaging Service (MMS)  
£1 per call
0901 292 0011
Video call  
No Charge
PhotoSend  
25p per call
0901 225 0100
Fax  
£1 per call
0901 292 0025
Advert Collection  
Free Of Charge
0808 902 2707


[Back To Questions]

 

Can I prevent my unit from checking for email?
When you install and register the e-m@iler phone, it is set to polling every 24 hours. This is the factory setting of the e-m@iler, which is explained to you on the IMPORTANT label on the carton box and also the label attached to the Instruction Book pack. This means that the phone will dial out once every 24 hours to check for email (approximately 30 calls per month). From the 1st March 2006 thereafter, the number used is 0901 767 5093 and the charge for the call is always 20p, regardless of duration or time of day. As stated on the label, the polling setting can be changed at the unit to suit individual preference; details are within your user guide.

All of our e-m@iler products are sold below cost price and are subsidised by the email service and the free-of-charge display of adverts on the machine's screen. As a result of this, an e-m@iler plus cannot be used (not even to make a telephone call) until it is registered with an email address. Note that the email service cannot be stopped.

Please remember that every time you connect to the server either to send an email or by pressing the EMAIL SEND button down for 5 seconds (to collect an email or check for email) there will be a 20p charge incurred.

Please note that you can check your outgoing Call Log by pressing and holding down the OFFICE (CALL LOG) button for 5 seconds. This will give you a list of the last 12 outgoing calls. If a call has been made to the email server, the entry "Email Service" will show in the Call Log.

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I’m having problems sending and/or receiving emails.
There are a number of possibilities why this could be happening. The sequence that the unit follows when connecting to the email server is displayed on the unit: "Dialling for email", then "Checking email" followed by "Sending / Collecting email".

So the checklist is:

Is the unit connecting to the server?
If it says "Dialling for email" and then reverts back to the ‘clock’ screen, then there is a connection problem to the server. Ensure that are not call restrictions on the line and the lead is connected securely.

Are all messages not being sent or just 1 or 2?
If it gets to "Sending email", check to see if the message has actually gone by pressing the READ EMAIL button (when on the ‘clock’ screen) and viewing the list of messages you have tried to send – do they have an arrow, an hourglass or a cross beside them? If an arrow, then it has been sent. If an hourglass, then leave it to retry later (this will happen in about 30 minutes). If a cross, then delete the message, re-compose and resend it. It would also be good if you could try sending it to a different address to ensure the problem is not at the recipient’s side.

Ensure that the email address is correct.
Whereas a postal letter will invariably be received by the recipient if you forgot to put the full postcode or mis-spelt the street name, sending an email is not as forgiving. The email address needs to be 100% perfect to be sent to the correct person.

You are not receiving emails.
If you are expecting a specific email then you need to check that it has been a) sent, and b) correctly addressed. We would also suggest that you ask someone to send you a message from a different email location.

If you are not receiving email at all (knowing that many have been sent to you from different email addresses) then there may be a problem receiving. Firstly, ensure that you have sufficient memory space on your unit to receive them (i.e. the unit does not say "Memory Low" on the screen). There may be one email blocking the rest from coming through from your mailbox. If you have access to the internet on a PC, then you can access your mailbox via www.amserve.com. You will need to enter your username and password (this can be found on your personal page – press the SETUP button then option 6). From there you can view all emails at your mailbox waiting to be collected. These can be deleted if necessary.

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How do I de-register the unit?
You need to delete all accounts from the unit.

Press the SETUP button on the mailboard and select option 6 (Personal Details). You will then see that selecting option 3 deletes the account. Follow the screen prompts.

Please note, once the unit does not have a valid active email account registered, you will not be able to access any other feature.

Once all email accounts have been deleted, you need to disconnect the e-m@iler unit from the telephone line and the power supply.

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The display is showing "Hold down [EMAIL] button to restore service"
and none of the e-m@iler functions work. What does this mean?
The e-m@iler has detected a problem which has prevented it from making email calls for a number of days (e.g. it is not connected to a suitable telephone line or exchange). Please ensure that there are no call restrictions on your line preventing you from dialling numbers prefixed 09xx.

Make sure all telephone connections and settings are OK, then hold down the EMAIL button (for approx 5 seconds) until "Dialling for email" is displayed. Once the unit completes a successful email session, all services will be restored.

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My unit just beeps whenever I try to do something on it.
If there is a message on the screen that says "Hold down [EMAIL] button to restore service" then see the question above in the list. Otherwise the unit’s functions need to be reset. Simply remove the power supply unit for 60 seconds and then replace and switch on. Note that you will not lose any personal information, but the date and time will need to be corrected (see user guide).

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I need to replace my keyboard/power supply/leads/handset for my e-m@iler.
To purchase replacement parts, please contact the e-m@iler spares agent, A-Novo on 0161 654 1400 (ask for the Amstrad spares department).

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What printers will work with my e-m@iler?
Unfortunately very few printers will work with your e-m@iler – the current models we recommend for the E3 are the Hewlett Packard 8950 and 5940.

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My screen is blank – what can I do?
First, double check that power is being applied to the unit (check if you can hear a dialling tone). If power is being received, it is likely that there is a fault with your LCD screen. As this cannot be removed from the unit it would deem the unit faulty. Please return the unit to the store if it is within its 12-month warranty period.

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My backlight stays on after 10pm.
The backlight will remain lit whilst adverts are being displayed. Please delete all adverts from the unit and the light will go out after 5 minutes.

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Where can I buy an e-m@iler?
The e-m@iler product range has been discontinued so stock levels within the retailers have quickly dwindled. Possible stockists of the unit will be either Tesco's or Dixons.

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My unit is on Demo Mode and the telephone will not work.
Demo mode indicates that the unit is not sensing a telephone line. Please check that the leads are connected and press the SHIFT and PRINT buttons together on the mailboard. Should this fail, try another telephone in the telephone socket to see if the socket is functioning.

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Can I connect broadband to an e-m@iler?
No. The broadband service will give you an internet service for a PC; the e-m@iler is a stand alone unit and is a separate connection to broadband. If you have broadband on your line, the e-m@iler will need to be connected to the telephone line via an ADSL filter; this will be supplied to you by your internet provider.

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My caller display is not working.
Please ensure that you have subscribed to caller display with your telephone line provider. If you have other phones that are CLI enabled – does the number appear on that telephone? If so, press SETUP 2, then press option 6 to select the correct BT / Cable option. Press STORE to store the setting.

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My phone rings once/twice on a regular basis and no-one is there,
the caller's number is 020 7763 9940.
This is the email server sending notification that an email has been received within your mailbox. You would have requested this feature (normally at the registration of the email account).

To remove this notification press SETUP 8 then 3, then press N for No and follow the screen prompts.

If you have disposed of your e-m@iler but are still receiving these rings, please email us using the 'Email Your Question' button above and let us know your telephone number and known / previous Amserve email addresses.

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My phone is not ringing, but other phones in the home are.
Please ensure that the original phone lead is attached to the e-m@iler as this has been specifically designed for the unit. A conventional phone lead will not work. If correct, try in another phone socket within the home, preferably the main (or master) socket, free from double adapters and telephone extension leads.

[Back To Questions]

 

I cannot dial out.
Please ensure the original telephone lead is securely fastened, free from double adapters and telephone extension leads.

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How can I stop receiving junk (spam) mail?
Email is one of the most convenient, cost effective methods of communication in existence. However, hundreds and thousands of marketers also use the system to send written communications to desktops; these unexpected, unsolicited and unwanted emails are the equivalent of Junk Mail and are commonly referred to as spam. As you know, unsolicited mail affects all email communication networks, not just ours, including major service suppliers such as Microsoft.

Spammers use automated systems to trawl round the Internet, looking at millions of pages and scooping up all the email addresses they find. They then add these email addresses to their mailing lists, which get re-sold and re-sold - and you get more and more spam.

Reports indicate that the global ratio of spam in email was 1 in 2 (50%) in 2004.

If you try to "unsubscribe" to unsolicited mailing, your request will usually be at best ignored.

At worst, you have told the spammers that your address is valid, and you'll get even more spam.

However, we are doing our utmost to minimise the receipt of junk mail and have incorporated a method of filtering many spam messages from Amserve mailboxes. It is one of the most advanced anti-spam facilities available - provided by SpamHaus (see www.spamhaus.org). By using a set of rules it has shown to cut out around 85% of incoming spam email.

It is recommended that you set up an address that is over 8 characters and ideally incorporates dots or dashes and/or numbers. This doesn't have to be impersonal - just an adaptation of your existing address. We normally suggest adding your door number to the address, for example changing from jbloggs@amserve.com to jbloggs.34@amserve.com. This will make it more difficult for spammers to guess your email address.

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How do I change my email address?
The process for changing the email address is done in 2 stages. Firstly, adding a new address; secondly, deleting your original address.

To add a new address:

Press SETUP on your mailboard, select option 8, then 1 and follow the on screen instructions.

To delete your original address:

From the clock screen, press SETUP, select option 6, select the original account (normally option 1) and then option 3 will allow you to delete this account.

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The display is showing MEMORY LOW. What shall I do?
The memory of the e-m@iler is used by three sections of the unit – email, VoiceMail and Address Book entries. If any one of these sections is heavily populated, then it will restrict the other two and the MEMORY LOW message will appear when the used memory is nearing capacity. Delete any addresses, old emails or VoiceMail messages you no longer require. Note, until you do this, email and VoiceMail will not work. If all have been deleted and the message remains, then email us using the 'Email Your Question' button above.

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