Cannot send emails via iPhone/iPad. Only via Cox Web Mail. ALL SETTINGS ARE CORRECT

Question

Cannot send emails via iPhone/iPad. Only via Cox Web Mail. ALL SETTINGS ARE CORRECT w IMAP. Have uninstalled &amp; reinstalled multiple times to no avail. Have spoken w Cox representatives more than once &amp; they affirmed all settings on my end are correct. Say it’s an Apple issue. Been through support w Apple more than once, everything set correctly, they say it’s a Cox issue. Tried again TODAY. This has been this way for over a year &amp; a half. Frustrating to have to use Cox Web Mail &amp; opening a web browser to send an email VS. simply hitting the mail icon on my iPhone/iPad to do so. Frustrating beyond belief is an understatement. Hope Cox or someone can figure this out.&nbsp;

carollm · Answer

@ccc Hi there, some time ago we updated our email settings.  Please visit this site to ensure all of your server settings are correct www.cox.com/secureemail.  -Thanks, Carol

dean · Answer

Carol. &nbsp;Please read the message. &nbsp;I and many other people have the same problem. &nbsp;We have checked the mail client settings and they are CORRECT. &nbsp;The SMTP server is blocking access when clients are not on the COX network even with the correct settings. &nbsp;It is a COX problem. &nbsp;The cox chat and telephone technical support staff don’t understand the issue and just say to contact the client program provider. &nbsp;Or like you, they just repeat the suggestion to check the settings, which we already know follow the Cox instructions. &nbsp;Someone at Cox needs to otify the COX email team and get them to fix the problem by allowing SMTP server access using the SSL port 465, as shown in the Cox website instructions, or they need to update the instructions on the Cox website. &nbsp;I have searched on the Internet and apparently thousands of users have the same problem and have been having the same experience with Cox technical staff not knowing what they are doing and just trying to deny that it is a Cox network problem.

brianm · Answer

It is possible that the IP address(es) that you are connecting with at the time do not support reverse DNS, which we now required since we have updated our email security. You can go to mxtoolbox.com/SuperTool.aspx (change the drop down to Reverse Lookup) and enter in the IP address that you are connecting with when you are unable to send (this can be found at whatismyip.com if you are unsure of the IP address). If it responds with DNS record not found, that means it does not support reverse DNS and you would be unable to send from that IP unless that provider makes the change from their end.

Brian
Cox Support Forum Moderator

Brian
Cox Support Forum Moderator

dean · Answer

This information seems to be consistent with comments made by other people in other threads of the forum, so thank you for providing some explanation. &nbsp;However, the explanation is not complete and it still does not provide a solution. &nbsp;It also does not address the request by me and many others regarding the COX website email setup instructions. &nbsp;The website gives set up settings. &nbsp;We follow them exactly but the email does not send. The website provides no information about reverse DNS requirement nor how Cox users are able to use Standard email clients to send email messages using standard and widely used internet providers, such as are used by major employers and major well established hotel chains in the USA. &nbsp;My impression is that in trying to increase email security, your email team made a mistake by introducing a a requirement for reverse DNS lookup that is not regularly deployed by many standard and reliable networks. &nbsp;They need to figure out a better fix to the email security problem other than taking away email function from Cox customers, expedition users to use only the highly limited (even with the new interface) Cox webmail. &nbsp;At a minimum, this whole issue with updated instructions needs to be put on the Cox website where it can be found easily by users whose use the help section for email.

kevinm2 · Answer

@dean Hi Dean, we do provide steps for setting up Client email servers on our website, http://bit.ly/2Yrv7HD. Additionally, we provide a separate article for strictly server settings as well, http://bit.ly/2KGsVKh. We also advise customers to use TLS, if available, and to make certain the server fields do not contain East, West or Central. One way to see if the issue is with our Webmail Server (Host) or Client Server, is simply by sending a test email to yourself on myemail.cox.net. If the email is not sent or an error message appears, we do offer information on the error codes, as well as our email guidelines, http://bit.ly/2YD0PBO.

If you're having any issues at all with sending or receiving emails, please include a link to this forum thread and email us at cox.help@cox.com. -Kevin M. Cox Support Forum Moderator

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Cannot send emails via iPhone/iPad. Only via Cox Web Mail. ALL SETTINGS ARE CORRECT

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