FREQUENTLY ASKED QUESTIONS


We have compiled a list of commonly asked questions and solutions from our users.
If you don't see your particular issue listed or need further assistance, contact us

E-Mail

Changing your password, problems sending and receiving e-mails, etc.

Spam Filter

Accessing an e-mail within the spam filtering system, allowing e-mails from a sender, etc.

Internet/DSL

Modem and router functionality, connection issues, etc.

Account

Updating account information, questions about your bill, etc.

E-Mail FAQ

In order to set up your account within an e-mail client, you will need the e-mail configuration settings below.

Note: POP3 downloads email to the device on which you are reading e-mail. IMAP leaves the email on the server. We recommend using POP3 on your PC and IMAP on your mobile devices to avoid conflict.

Windows Server Settings
Incoming port: 995 (POP3 server); 993 (IMAP server)
Incoming server name: mail.hal-pc.org
Connection security: SSL
Authentication method: Normal password

Outgoing port: 587
Outgoing server name: mail.hal-pc.org
Connection security: STARTTLS
Authentication: Normal password

Android Server Settings
Note: The stock Mail app may be able to set up your account using only your e-mail address and password. Otherwise, use the settings below to create Personal (IMAP) or Personal (POP3) account.

Incoming port: 995 (POP3 server); 993 (IMAP server)
Incoming server name: mail.hal-pc.org
Connection security: SSL
Authentication method: Normal password

Outgoing port: 587
Outgoing server name: mail.hal-pc.org
Connection security: STARTTLS
Authentication: Normal password

Apple Mail Server Settings
Note: We recommend allowing your Mail app to automatically manage connection settings. Find out how here. Otherwise, use the settings below.

Incoming port: 995 or 110 (POP3 server); 993 or 143 (IMAP server)
Incoming server name: mail.hal-pc.org
Connection security: SSL
Authentication method: Password 

Outgoing port: 587 or 465
Outgoing server name: mail.hal-pc.org
Connection security: STARTTLS
Authentication: Password

If you visit Webmail and there is an error loading the page, you should contact us via phone at (713) 993-3300 so that we can assist you with this issue. Our office hours are Monday thru Friday 10am to 6pm.

This topic applies to users who have already set up a working e-mail configuration within their e-mail client. If for some reason it has stopped working, you should double-check the account settings and ensure that they match the settings below. It is also recommended that you run a virus and malware scan on your device. Try Malwarebytes for free. If the problem persists, you should contact us via phone at (713) 993-3300 so that we can assist you with this issue. Our office hours are Monday thru Friday 10am to 6pm.

Note: POP3 downloads email to the device on which you are reading e-mail. IMAP leaves the email on the server. We recommend using POP3 on your PC and IMAP on your mobile devices to avoid conflict.

Windows Server Settings
Incoming port: 995 (POP3 server); 993 (IMAP server)
Incoming server name: mail.hal-pc.org
Connection security: SSL
Authentication method: Normal password

Outgoing port: 587
Outgoing server name: mail.hal-pc.org
Connection security: STARTTLS
Authentication: Normal password

Android Server Settings
Incoming port: 995 (POP3 server); 993 (IMAP server)
Incoming server name: mail.hal-pc.org
Connection security: SSL
Authentication method: Normal password

Outgoing port: 587
Outgoing server name: mail.hal-pc.org
Connection security: STARTTLS
Authentication: Normal password

Apple Mail Server Settings
Note: We recommend allowing your Mail app to automatically manage connection settings. Find out how here. Otherwise, use the settings below.

Incoming port: 995 or 110 (POP3 server); 993 or 143 (IMAP server)
Incoming server name: mail.hal-pc.org
Connection security: SSL
Authentication method: Password

Outgoing port: 587 or 465
Outgoing server name: mail.hal-pc.org
Connection security: STARTTLS
Authentication: Password

If you're having trouble viewing e-mails within HAL-PC SquirrelMail, it is likely because they contain HTML images. To fix this, you will need to change some settings in SquirrelMail. Find a detailed walkthrough with screenshots here.

If you are missing an e-mail that you feel you should have received, check the Junk folder of your Inbox, first. Many times though, if you are able to receive e-mails, but NOT receiving e-mails from a specific user or entity it is because that e-mail is getting caught in the spam filter. 

You can choose to:
1) Wait until it is delivered to your inbox in your Quarantine Summary Report where you can Preview the e-mail and/or Allow & Release it to your inbox. Quarantine Summary Reports are sent twice daily at 7am and 7pm.

OR

2) Access the spam filter control panel by visiting www.portal.fusemail.com and logging in using your HAL-PC e-mail and your spam filter password. (Find a detailed walkthrough of how to reset your spam filter password here.)

OR

3) Access the spam filter control panel by opening a previous Quarantine Summary Report in your inbox and clicking "Login to control panel" on the top-right of the e-mail. From the control panel, you can view and access the e-mails currently in the filter and release any of them to your inbox.

If this happens to you, it is an indication that someone using bot software has cracked your e-mail password.

You should:
1) Run a virus and malware scan on your computer using anti-virus software. Try Malwarebytes for free.
2) Contact us via phone at (713) 993-3300 so that we can assist you with changing your password. Our office hours are Monday thru Friday 10am to 6pm.

Spam Filter FAQ

You can log into the control panel for the spam filter directly at www.portal.fusemail.com. Use your HAL-PC e-mail to log in. You will need to setup a spam filter password if you haven't done so already. You can do this by clicking 'Forgot Password?' and entering your e-mail address. The spam filter will send a link to your e-mail where you can reset your password. (Find a detailed walkthrough of how to reset your FuseMail password here.)

OR

You can access the spam filter control panel by opening a previous Quarantine Summary Report in your inbox and clicking "Login to control panel" on the top-right of the e-mail. From the Control Panel, you can view and access the e-mails currently in the filter, block e-mails from senders or allow and release quarantined e-mails to your inbox.

Quarantine Summary Reports are sent 2x per day to users at 7:00am and 7:00pm. 

Yes, by accessing the spam filter control panel. You can access the control panel by logging in at www.portal.fusemail.com and using your HAL-PC e-mail and your spam filter password or by opening a previous Quarantine Summary Report in your inbox and clicking "Login to control panel" on the top-right of the e-mail. (Find a detailed walkthrough of how to reset your spam filter password here.) From the control panel, you can view and access the e-mails currently in the filter, block e-mails from senders or allow and release quarantined e-mails to your inbox.

If you are missing an e-mail that you feel you should have received, check the Junk folder of your Inbox, first. Many times though, if you are able to receive e-mails, but NOT receiving e-mails from a specific user or entity it is because that e-mail is getting caught in the spam filter.

You can choose to:
1) Wait until it is delivered to your inbox in your Quarantine Summary Report where you can Preview the e-mail and/or Allow & Release it to your inbox. Quarantine Summary Reports are sent twice daily at 7am and 7pm.

OR

2) Access the spam filter control panel by visiting www.portal.fusemail.com and logging in using your HAL-PC e-mail and your spam filter password. (Find a detailed walkthrough of how to reset your FuseMail password here.)

OR

3) Access the spam filter control panel by opening a previous Quarantine Summary Report in your inbox and clicking "Login to control panel" on the top-right of the e-mail. From the control panel, you can view and access the e-mails currently in the filter and release any of them to your inbox.

When you receive a Quarantine Summary Report, it shows you a list of new e-mails quarantined by the spam filter. Within the report, you have the option to allow e-mails from that sender and to release that specific e-mail to your inbox. If you would like to allow e-mails from a specific domain, you will need to log in to the spam filter control panel and add the domain to your Allow List. Find a detailed walkthrough here.

Internet/DSL FAQ

If your modem has a steady green light for Power and DSL, but you can't surf the internet, it could be a number of issues. Let's start by powercycling your equipment.

Powercycling
1. Turn off the modem, router and computer.
2. Turn on the modem first and wait until it indicates Sync with a green DSL light.
3. Turn on the router, if you have one.
4. Turn on the computer once the router indicates it is running.

If this doesn't resolve the connection issue, contact us so that we can run a line reading to check for any noise. If the problem persists, we can create a ticket for your issue. A technician will be dispatched to your location so that your connection issues can be resolved.

Contact us via phone at (713) 993-3300. Our office hours are Monday thru Friday 10am to 6pm.

DSL Modems display lights to indicate the status of that modem. Lights will vary by make and model of the modem, but have similar qualities.

Colors
Green and steady generally is normal "Good" state.
Amber is a problem state in most modems, but normal in a few.
Red lights nearly always indicate something is not working. 

Blink/Steady
Most lights will normally be steady.
Blinking lights usually indicate problems - though it is normal for a light to blink while resetting, and many modems have an 'activity' light that flickers while actively passing data. The Ethernet also might blink for activity on some modems.

Labels
"Power" - This light indicates whether the modem is turned on and functioning. If this light is not lit, the modem isn't on, and nothing is going to work.
Verify that the modem is switched on, and plugged in.
Verify the outlet it's plugged into is functioning (plug in a lamp or another device)

"WAN / Internet / DSL / Sync" - This light indicates connection with the outside world. If this light is steady green, your modem has Sync.

"LAN / Ethernet / Link" - This light is for the connection between the customer's computer and their DSL modem. If this light is red, the problem is in between the computer and the DSL modem. Check that the ethernet cable is the proper type, and properly connected.

"Activity"- This light indicates traffic. This one normally blinks.

'Wireless / WLAN " - Some modems have wireless built in, and this light indicates the status of the wireless network. 

Account FAQ

If you would like to change your payment information or payment method with Broadband Service Center, you can contact us via phone at (713) 993-3300 so that we can assist you. Our office hours are Monday thru Friday 10am to 6pm.

We're here to answer any questions that you have. Give us a call and one of our account representatives will assist you with account or payment information. You can contact us via phone at (713) 993-3300 so that we can assist you. Our office hours are Monday thru Friday 10am to 6pm.

Office Hours

Monday - Friday
10a - 6p

Address

5959 Westheimer Rd. Ste. 105
Houston, TX 77057

Contact

Phone: (713) 993-3300
E-mail: support@hal-pc.org