Customer Support

Having problems?

If you are experiencing technical difficulties with any of our services, please email [email protected] or call +44 191 303 8 403. Acknowledgement of your email will be sent within one hour.

Listed below are some common settings for configuring your email client or FTP software.

To report network abuse (such as IP infringement or unsuitable material) relating to one of our servers, please email [email protected].

Web Utilities

Email Client Settings

Support can be provided to users of Microsoft Outlook and Mozilla Thunderbird.

You can configure your account in your email software using the following settings. Depending on your email software, some of these settings may have slightly different names or be in a different order, or be under an “Advanced Settings” or “More Settings” button.

Your Name: either your name or business name
Email Address: your full email address
Account Type: select either IMAP or POP (ask us if you are unsure which)
Incoming Mail Server: imap.hiltonian.net or pop.hiltonian.net (depending on your choice above)
Outgoing Mail Server: smtp.hiltonian.net
Username: the username supplied by us in your welcome email
Password: your password (this can be changed using the webmail interface)
Logon using Secure Password Authentication (SPA): No (or unticked)
Incoming Server Encryption: TLS
Outgoing Server Encryption: TLS
Outgoing Mail Server Port Number: 587

Note that Virtual Server customers should use the hostname of their virtual server instead of the incoming/outgoing mail server settings given above.

FTP Settings

Support can be provided to users of WinSCP. When configuring a new session, the following settings should be used:

Host name: ftp.hiltonian.net
User name: the username supplied by us in your welcome email
Password: your password (this can be changed using the webmail interface)
File protocol: FTP or FTPS (not SFTP)
Encryption: TLS Explicit encryption

If a message appears saying “Error listing directory '/': Could not retrieve directory listing”, click OK, close the session and start again. This time, make sure “Passive mode” is enabled in Advanced settings.

Nameservers
(for delegating domain names)

If you delegate your domain names to us rather than transferring them, you will need to use the following nameserver settings: ns1.hiltonian.net and ns2.hiltonian.net.

Nominet IPS Tag
(for transferring UK domain names)

To transfer a UK domain name to Hiltonian Media, you should ask your current ISP, host or registrar to change the IPS Tag to “HILTONIAN”.