Frequent Support Issues

 

    is operated by eSalesUK.com Ltd

We pride ourselves in the reliability of the Mobe.Net system and have made a lot of investment, in both time and money, to ensure that Mobe.Net is always available for use by our clients. We hope that we succeed in this intention most, if not all, of the time.

We also provide free support for all our users but the following common support issues may help to speed up the solving of these problems.

Some FAQs

When I send a message all that is received by the mobile is a garbled message about MIME format

The message was sent but not received by the mobile

I get an email; back saying "Mobe.Net is a subscription service etc...." giving you details on how to subscribe to Mobe.Net

I get part of an email disclaimer message after my message

My message is received truncated

I sent a message with 160 character from Outlook but the last two characters were missing

My Inbox is full of confirmation emails

Can I send messages to mobiles outside the UK?

Can I send messages from outside the UK?

When I send a message all that is received by the mobile is a
garbled message about MIME format

This is the most common support issue. The reason that this message has been received is that the email to Mobe.Net was sent in HTML or Rich Text format and not in Plain Text as it needs to be. An HTML message starts with a lot of formatting information before the actual message and it is this that is being received filling all the 160 characters available.

To avoid this problem you must send messages in Plain Text format. You can usually set this either as an option for all your email or for specific email addresses so, if you want to send your usual email in HTML format just make sure that your Mobe.Net addresses are set to "always send in Plain Text". It is possible that, although you are sending messages in Plain Text, your MS Exchange Server system is sending all messages in HTML format. To check this, send a message to support@mobenet.com and we will check the header information for you. It should be a simple matter for your IT department to change this for you.

The message was sent but not received by the mobile

There could be many reasons for this so to narrow things down first check that your email system is operating OK. It may be that there is a temporary hold on your email going out due to maintenance, backing up etc. If you are able to send email OK then check to see what confirmation message says.

I get an email; back saying "Mobe.Net is a subscription service etc...."
giving you details on how to subscribe to Mobe.Net

This is because your email address is not recognized as being authorised to send messages via Mobe.Net. You may have changed your email address and not let us at Mobe.Net know. Just email the changes to info@mobenet.com (note that it is @mobenet.com for normal emails as @mobe.net is only for text messages).

I get part of an email disclaimer message after my message

This is because we send the first 160 characters of your message so, if a disclaimer is added to your messages and your message is shorter than 160 characters this will happen. All you need to do to stop this is to add enough spaces at the end of your message to make it 160 characters in total.

My message is received truncated

This is because the message sent was longer than 160 characters. This limit is set by the SMS system and not ourselves. If you want to send more than 160 characters you could always send a second message. We do not send the rest of the message as a second SMS message automatically as this increases the cost without the user realising You can easily check on message length if you prepare your messages in a word processor, such as Word (Tools/Word Count/Characters with Spaces). You could then copy the message in groups of 158 or 159 characters (see below) and paste the messages into your emailer to send the separately.

I sent a message with 160 character from Outlook but the last two characters were missing

Outlook helpfully wraps your message every 76 characters and this results in two extra line feed characters being inserted in every 160 character message reducing the usable characters to 158. You can reduce this to only one line feed character, and send 159, by changing the default word wrapping to 132 characters which is the maximum allowed. To do this go to Tools/Options/Mail Format/Internet Format and change the default to 132.

My Inbox is full of confirmation emails

Mobe.Net sends a confirmation message back to the sender after a messages has been successfully passed to the SMS computer system for onward transmission. This is comforting for a light user or a new user but can become a problem if you are sending a lot of messages.

This can easily be solved by turning off confirmation messages and only sending a response if there is a problem. To enable this just send the user email addresses that do not want to receive confirmations to info@mobenet.com and this change will be confirmed when it has been done.

Can I send messages to mobiles outside the UK?

The SMS system is an international system so usually there is no problem. Occasionally, some networks get overwhelmed with SMS messages from outside their borders so they put a block on these messages. This means that you do get occasional interruptions in certain countries but this is unusual so, on the whole, the answer is yes.

To send a message to a non-UK mobile, use the number as you would if you dialed it from a landline in the UK using 00 and the country code rather than the + that you would use from a mobile. The cost is the same.

Can I send messages from outside the UK?

As the messages are sent by email they can be sent from anywhere in the world as long as you have an account with us and are sending from an authorised email address. We regret that we cannot open accounts for companies outside the EU.