Frequently Asked Questions

The main questions we get asked are:-

How do we set up a Dial Up Connection to Penn Online Internet?

Email support@pennonline.co.uk and ask for a dial up connection. Please supply a preferred username of around 8 characters. We will set your dial-up account for you and email details back to you. When you have your details, click the link at the side of this page for an explanation of how to set up a new Dial-Up Networking connection to Penn Online. (Please note that this service is only available to our commercial customers and attracts a once only £10.00+V.A.T. setup fee. All calls are charged at local rate.)

"How do we set up Outlook Express to use our email account" 

Click the link at the side of this page for an explanation of how to set up Outlook Express for use with your Penn-Online account.

"How do we use our Personal Control Panel".

Click the link at the side of this page for an explanation of how to use your Personal Control Panel.

"How do we use FTP to upload our website".

There are many different FTP programs that you can use to upload to your webspace. One of the most popular is Cute FTP and is available from http://www.globalscape.com . The use of Cute FTP is beyond the scope of this faq. However you will need to set the following configuration within whichever ftp program you are using:-

 If you do not have your ftp details yet, please email support@pennonline.co.uk .

"We have MatrixStats installed. How do we use them?"

Go to http://matrixstats.yourdomainname and enter the username and password which is contained in your "welcome" letter. Alternatively if you have a Personal Control Panel installed, you can use that to access MatrixStats.

"We already have a domain name, can we use it with Penn-Online"

Yes you can, there is no charge to transfer a .co.uk to your account with us and the transfer can normally be effected within 48 hours. You will be charged again at the end of your existing renewal period usually two years from the date of purchase/last renewal. Dot co.uk domains cannot be transferred if they are within 40 days of the renewal date.

There is a transfer charge to move a .com over to us as the .com registrars always charge whenever a domain is moved. Dot Coms can usually be transferred to us providing they are not within 60 days of renewal. It takes nine days to transfer a dot com and during this period email and web services will be unavailable.

"Our account is down what can we do?"

Please check our status page first. If there are any system problems or ongoing maintenance, it will be posted there together with an anticipated time to fix. Check that your dial up settings are correct, check your modem settings and then check your email settings, in that order. If you have a continuing problem, please email support@pennonline.co.uk stating specifically the nature of your problem e.g. unable to dial in, unable to send/receive emails, unable to ftp to web space, web page unavailable together with a contact email address, name and phone number.

"What is your acceptable use policy?"

Click the link at the side of this page to view our Acceptable Use Policy.

"You have sent us an Invoice in pdf format, how do we read it?"

In order to keep our costs down, we ask our clients if they are willing to receive invoices in Adobe Acrobat (pdf) format:

This is a copy  of our FAQ's in Adobe Acrobat format.

If you do not have a copy of Adobe Acrobat, you can download the free Adobe Acrobat Reader by clicking this button:

As with all files downloaded from the Internet we would urge that you scan it for viruses before installing it and recommend that you only download Acrobat Reader from Adobe's official website.