Forgot my password
Click on 'Customer area' "Forgot your password?" follow the given steps
E-mails
What are you looking for?
Welcome to Luxembourg Online's Support page
Support
Can’t log into my e-mail account
If you can’t log in, check the following steps:
Is your Internet connection working?
If not,check your Internet connection.
Are you using the correct username and password?
Your username usually consists of your name and your first name.
Example: smith.mary
If you forgot your password, make a reset request by selecting "Forgot your password?" link located in the 'Customer area' window.
Try to log in using the'Customer area' of the internet.lu website
If you succeed, it means that the issue most probably comes from your e-mail software.
Check the passwords stored on your devices (laptop, smartphone, tablet...)
The account may be blocked in case one of the passwords is incorrect. If necessary, delete the stored data and re-enter the correct login details.
Clearing the cache and cookies from your browser will delete site settings (e.g. username and password).
Check the setup settings of your e-mail software
Go to How to set up my e-mail software
Important:
After 5 failed attempts, the account gets blocked for security reasons.
Why does my e-mail address get blocked?
After 5 failed password attempts, your account gets blocked for security reasons. If your account gets blocked on a regular basis, please check the following possibilities:
Incorrect username or password
Are you using the wrong username or password? Your username usually consists of your name and your first name.
Example: smith.mary
If you forgot your password, make a reset request by selecting 'Forgot your password?'.
The saved password is wrong
If you have saved your password on different devices (computer, tablet, smartphone...) and one of them is incorrect, it may cause the account to be blocked.
Carefully check all your devices. Delete the saved data and reenter the correct password.
I'm having problems setting up my e-mail software
Do you use a specific application such as Outlook, Windows Mail or Thunderbird? It is possible that one of the settings aren’t configured properly.
Don't forget to check setup parameters. You can find more details in this article.
Hacking attempt
A third party might be trying to access your e-mail account.
How to change my password
When connected to internet.lu's webmail, click 'Settings' > 'Change password'.
PLEASE NOTE
You must choose a strong password:
- It must contain at least 8 characters, including at least one uppercase, one lowercase, one number, and one special character.
- It must not contain your username or your actual name.
My e-mails are not displayed properly
Follow the instructions in this order:
Check the webmail's display settings
- Go to www.internet.lu, click on 'Customer area' then log in to your e-mail account.
- Click 'Settings' at the top right.
- At the bottom of the page, go to 'Options' and select 'None'.
- To save, click 'Save changes'.
I'm having trouble sending/receiving e-mails
If you're having trouble sending or receiving e-mails, please check the following:
Is your Internet connection working?
If not, check your Internet connection..
Is the problem also present in the webmail (that is to say when you access your account from www.internet.lu) or does it only occur from a specific e-mail software (Outlook, Thunderbird, etc.)?
To check this, log in to the webmail and try to send and receive e-mails with your account. If the e-mails are received within a few minutes, then the problem most probably comes from your e-mail software.
Thus, you must check the configuration settings with in the third party application.
Are you using the correct username and password?
Verify your username and password with the help of the document you received while creating your account. If you lost them, make a request to recover them through our online form.
Check the passwords stored on your devices
(computer, tablet, smartphone ...) The account may be blocked in case one of the passwords is incorrect. If necessary, delete the stored data and re-enter the correct login details.
Is your e-mail software correctly set up?
Go to our site and check our guide on How to set up my e-mail software.
Is your inbox full?
Log in through Customer area to verify it. If it is full, you can no longer receive any more messages. You must therefore empty your inbox.
We recommend you to always leave at least 20% free space on your inbox.
Did you check if the sent e-mail had a subject?
How to set up my e-mail software
Select setup:
Basic Settings
- Incoming e-mail server (POP): pop.internet.lu
- Port: 110/connection without SSL
- Outgoing e-mail server (SMTP): smtp.internet.lu
- SMTP port: 25 or 587 with authentication enabled / connection without SSL
- E-mail address: your-address@internet.lu
- DIVERSASSISTANCEEMAILS_120 your username
- Password: your password
