EMail Only Account Frequently Asked Questions

If you have received an email from us warning that your dial-up account will be shut down due to 120 days continuous non-use, we suggest you move to a Claranet Email Only account with a modest £14.99 annual subscription fee (incl.VAT).

I use my email address often, why have I received this email?

The email you received related to your Claranet Pay As You Go dialup account. This is a dial-up account, in which you are provided a free email address based on the understanding that you would continually use the account as a Dial-up connection.

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What is a dial-up account?

Dial-up is an old form of connecting to the internet using a 56k modem; this would be set up to dial an 0845 number to connect to the internet so you could browse websites and access your email. During this time you would not be able to use your phone line for voice calls. Dial-up customers get billed approximately 1p per minute by their telecoms provider, of which a small percentage is passed on to Claranet. Most users these days will now connect using Broadband (also called ADSL).

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I did not receive your initial emails. Where are they?

It is possible that mail filtering software has deleted any previous correspondences. Please ensure that you have checked your filtering software’s “spam” or “junk” folder.

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I followed the link, but received the error "Sorry, xxxx no longer appears to be a valid login". What should I do?

This error suggests that the account is now suspended due to dial-up inactivity. To restore your email address please call our Connectivity Team on 0845 2340712 at your earliest convenience.

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We do not use the dial-up service from Claranet as we use broadband with another provider.

As Claranet's Dial-up Terms and Conditions have not been adhered to the account will be set to close. However we appreciate that some customers who have migrated away from us may wish to continue to use their clara.co.uk or clara.net mail box. This is why we would recommend subscribing to the Claranet Email Only account for £14.99 annually. This account doesl not require a dial-up connection be made every 120 days in order to maintain it.

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I just renewed my account but have not received any confirmation. Can you confirm that it has been done?

You should have received an automatic confimration email after your payment has been accepted. If you didn't, there is a chance either payment didn't go through, or the confirmation email was intercepted by your anti-spam software. Please call the Connectivity Support team on 0845 234 0712 to who will be able to confirm whether the payment went through. We will be happy to post you a VAT receipt of the recent subscription. You can also email our support department (support@clara.net) providing your Claranet user name with your request.

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I pay Claranet for another service (e-mail, ADSL, Dial Up, Clarahost). Do I have to pay for each account?

Where a customer has another subscribed service with either Claranet (or related companies FreeUK and Dircon) we will usually be happy to link the accounts so that additional payment is not required for the email service, allowing you to keep the email address at no extra charge. Please email details of the relevant paid services to support@clara.net and we will determine whether or not you qualify for this offer.

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Due to personal circumstances I am unable to pay within the notification period. Do you offer a grace period?

Please call our Connectivity Team on 0845 234 0712 to discuss any grace period you may require.

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I make use of the free inclusive webspace. Will this be lost if my dial-up account closes?

When the dial-up account is closed any related services will also be closed. This includes the email address and the associated web space. However, if you subscribe to the Email Only account, we will keep your free webspace open.

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What payment types do you accept?

FreeUK are happy to accept Visa, MasterCard, American Express and Switch. Unfortunately we are unable to process Direct Debit and cheques.

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My email has been closed, can I get it back?

If your email address has been suspended due to the 120 day inactivity please call our Connectivity Team on 0845 2340712. We will be happy to remove the suspension upon upgrading your account to a subscription based one once we have confirmed that the first payment has gone through.

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What if I dial in from now on?

As the account has now been flagged for deletion, subsequent dial-up usage will not prevent the account from being closed. If you don't have other paid services with either Claranet, FreeUK or Dircon, then the only way to keep this email address is to sign up for the email- only account.

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