Support
Real help from real people in the UK, and from Ingatestone if you'd rather meet in person. Here's how to reach us and answers to the questions we hear most.
Contact form
Response times
We aim to reply within one working hour, and much faster for urgent issues.
Common questions
Are you local? Can we meet in person?
Yes, we're based in Ingatestone and happy to meet for a coffee to talk through your website, your email or your hosting. We cover Essex and Kent for face to face meetings, at your premises or somewhere convenient, with no obligation. Email support@turnerdigitalhosting.co.uk or call 01277 526026 to arrange a time.
My current provider won't fix small problems, can you help?
Yes. Tell us what's niggling and we'll put it right, whether or not you move to us afterwards. You pay for a service and you should get it, so bring us the jobs your current provider keeps ignoring.
Do I have to be local to host with you?
No. Hosting, email and support work the same wherever you are, and we already look after over 100 local business websites. The offer to meet over coffee is for businesses in Essex and Kent who'd rather talk in person.
How do I move my existing website to you?
We do it for you. Every plan includes a free migration of one website and its email, just get in touch and we'll arrange it.
Do you register domain names?
Yes. Domain registration or renewal is £25.00 + VAT (£30.00 including VAT) a year, and the Premium plan includes one domain renewal. Contact us before starting a transfer so we can confirm the requirements for your domain.
Read the guide →What are your nameservers?
ns1.turnerdigitalhosting.co.uk, ns2.turnerdigitalhosting.co.uk, ns3.turnerdigitalhosting.co.uk and ns4.turnerdigitalhosting.co.uk. Our guide on pointing your domain to our nameservers shows you how to change them.
Read the guide →Is SSL included?
SSL is free when your domain uses our nameservers. If your domain uses someone else's nameservers, an SSL certificate is £75.00 + VAT (£90.00 including VAT) a year.
How do I set up my email on my phone or computer?
Our user guides cover iPhone, Android, Outlook, Mac and Thunderbird. You'll need your full email address as the username, imap.turnerdigitalhosting.co.uk on port 993 for incoming mail and smtp.turnerdigitalhosting.co.uk on port 465 for outgoing mail, both with SSL/TLS. Your own domain's host names work too if your domain uses our nameservers.
Read the guide →Can I use Microsoft 365 instead of your webmail?
Yes, we're an authorised Microsoft 365 reseller. Email on a domain has to be with one provider, so it's either our webmail or Microsoft 365, not both.
Are my website and email backed up?
Every plan includes daily website backups kept for 6 months. Standard and Premium also include mailbox backups.
Is there a minimum term?
Yes, all plans have a 12-month minimum term. Paying annually gets you one month free.
How can I pay?
By Direct Debit, by card (we email a QuickBooks invoice with a card payment option), or by bank transfer, on monthly or annual billing.
Can I upgrade my plan later?
Yes, just ask us and we'll move you to the new plan, your website stays online throughout.
Is VAT included in your prices?
We show both: the headline price excludes VAT, and the price including VAT is shown alongside it everywhere on the site.
What is my webmail address and how do I log in?
Open https://webmail.turnerdigitalhosting.co.uk in your browser and sign in with your full email address and your mailbox password. That address works for every mailbox we host. Your website address and your email server name are not webmail login pages.
Read the guide →I have forgotten my email password, what do I do?
Contact us with your email address and domain so we can help you regain access. Never send us your password. After a reset, update the incoming and outgoing passwords on every device that uses the mailbox.
Read the guide →How much mailbox storage do I get?
Our webmail accounts include up to 10GB each. Basic includes 1 mailbox, Standard 3 and Premium 10. An extra 10GB of storage costs £40.00 + VAT (£48.00 including VAT) per mailbox per year. Ask us to check your current usage or arrange more space. Microsoft 365 is a separate service.
What is the difference between IMAP and POP?
IMAP keeps your mailbox on the server and synchronises messages and folders across your devices. POP primarily downloads messages to a device, with server copies depending on its settings. Use IMAP with our published settings if you want to use the same mailbox on a phone and computer. Deleting a message in IMAP usually deletes it from the server and other connected devices too.
Read the guide →Can I keep my existing email address when I move to you?
If you control the domain used for your email address, we can assess moving its mailbox while keeping the same address. An address owned by another provider, such as a personal Gmail address, cannot be transferred into a mailbox on your own domain. Tell us about existing mailboxes and old messages before making any DNS changes so we can plan the move.
Read the guide →What happens if I miss a payment?
Contact us as soon as possible so we can discuss how to bring your account up to date. The hosting agreement sets out reminders, possible suspension after 30 days overdue and possible termination after 60 days. Suspension does not cancel your agreement or outstanding balance. Charges and any applicable statutory rights are set out in the agreement, contact us for your account details.
Read the hosting agreement →How do I cancel and what notice do you need?
Email support@turnerdigitalhosting.co.uk with at least 30 days' written notice before renewal. All hosting plans have an initial 12 month term and renew for further 12 month terms under the agreement. Cancellation is only effective once we confirm receipt in writing. Ending early generally leaves the remaining term's fees payable, subject to the agreement's exceptions and your statutory rights. Ask us to confirm your renewal date.
Read the hosting agreement →Why are my emails landing in junk or spam?
Receiving mail servers score every message on things like SPF, DKIM and DMARC records, sender reputation and message content. Ask the recipient to mark you as Not junk, and run the quick tests in our guide. If it keeps happening, send us the details and we will check your domain's records.
Read the guide →What are SPF, DKIM and DMARC?
They are checks that prove email really came from your domain. SPF lists the servers allowed to send for you, DKIM signs each message so it cannot be tampered with, and DMARC tells receivers what to do when checks fail. When your domain uses our nameservers, SPF and DKIM are set up automatically and we can add a DMARC policy for you.
Read the guide →How can I test whether my email is set up correctly?
Send a test message to a Gmail or Outlook address and use Show original to check that SPF, DKIM and DMARC all pass. You can also send a test to mail-tester.com for a free deliverability score. Our guide walks through both.
Read the guide →What server names do I use when adding my email to an app?
Use imap.turnerdigitalhosting.co.uk for incoming mail on port 993 and smtp.turnerdigitalhosting.co.uk for outgoing mail on port 465, both with SSL/TLS. Those work for every mailbox we host. If your domain uses our nameservers you can use imap.yourdomain.co.uk and smtp.yourdomain.co.uk instead, replacing yourdomain.co.uk with your own domain. If that shows a certificate warning, switch to the branded names and tell us.
Read the guide →Can I set an out of office reply?
Yes. Sign in to webmail, open Settings, then Vacation, and set your message with a start and end date. It can take up to 30 minutes to start, so test it before you go. If your email is with Microsoft 365, you set it in Outlook instead.
Read the guide →