UncleSugar
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Re: Unable to Download Email
Lo and behold, this morning I was finally able to download all my stuck Cox inbox email messages to my Mozilla Thunderbird software--for the first time since February 1st. The download included the "bad" message that was apparently causing the problem. Hopefully this restoral of normal email retrieval will continue. Since I had received conflicting information from Cox Tier 2 Technical Support personnel last week, I called them this morning to advise them that I am again able to download my incoming messages from their server and to inquire as to what they did to correct my issue. The Tier 2 rep advised that in my case, they were able to go into the appropriate server handling my email account and re-encrypt the single incoming message that was causing the "Error 127.0.0.1" block (they were able to do so by "changing permissions" on this particular message). This effort was successful. In this regard, she also informed me that not all reported instances of this type of trouble can be fixed like mine--instead, some customers will indeed have to wait until full migration of Cox email accounts to new servers is completed (with target date of next month, March). So, from how I interpreted the Tier 2 rep's information this morning, I was fortunate in that they were able to resolve my individual situation. Bottom line, they did follow up with my trouble tickets. That fact is encouraging. However, I still am not pleased by the differing responses I received last week during my four separate contacts with Tier 2 Support when reporting/discussing my issue and the lack of any definitive follow-up feedback regarding corrective actions on their part.0Views0likes0CommentsRe: Unable to Download Email
Did receive reply from cox.help@cox.com. Unfortunately not encouraged by response. No date furnished for issue resolution; only informed problem being worked. I have performed a quick search on this Cox Internet Forum and learned that the identical email retrieval problem I'm currently experiencing has been reported on several prior threads dating back to July 2017 (including another unresolved thread--not mine--with latest posting also today). Obviously the Cox technical "wizards" have been unable to come up with a definitive solution to correct a recurring situation for many months now. I've been advised, "it's a known issue"--if so, fix it! What is going on? Very poor service on the part of Cox, especially regarding a long standing issue plaguing numerous customers. To "add fuel to the fire," yesterday I received my February Cox billing statement. In conjunction with an announced Cox rate increase, my total charges went up by over $16 per month. Most of that increase was due to a hefty boost in the monthly charge for Cox's "Preferred 100 Internet Service" (which includes email). Unbelievable! Now I have to do pick up the phone and deal (battle?) with Cox's billing and loyalty groups. And I've been a Cox customer for over 23 years! Very unhappy, frustrated, and disappointed with Cox!6Views0likes0CommentsRe: Unable to Download Email
ColeenD, Please refer to my original post dated February 7. The underlying issue is that when I log into my webmail directly at the Cox website, I cannot read or delete the offending message. The following occurs: Whenever I attempt to open this particular email to read, a pop-up error message displays, advising, “Error while loading message content. Folder “INBOX” has been closed on mail server 127.0.0.1. Probably your request took too long.” Whenever I attempt to delete this particular message (and move to Trash) another pop-up error message displays, advising, "Error. This message could not be moved to trash folder, possibly because your mailbox Is nearly full. In that case, please try to empty your deleted items first, or delete smaller messages first.” The above is experienced when I log into my Cox webmail account at the Cox website--not on my email client software which no longer is able to retrieve any email whatsoever from the Cox server. As also mentioned, during my first contact with Cox Tier 2 Tech Support on February 2, the Cox rep tried to delete the offending email--he too was unsuccessful and couldn't delete the email in question, receiving the same error response I was encountering. Yes, I need your help. I look forward to Cox's immediate assistance in resolving my email situation which now is entering its second week.7Views0likes0CommentsRe: Unable to Download Email
Chris, Thank you for your reply. There may be a fix pending for this issue, but the latest word I received from Cox Tier 2 Tech Support earlier this week (February 6) is that there is no firm (or even estimated) date as to when that fix will be implemented. In fact, I got the impression that resolution may be months away. That's why I'm desirous of having the retrieval problem escalated for immediate resolution. Regarding my specific situation, there is one inbox message at the server (as mentioned in my original post) which apparently is causing the Error 127.0.0.1 problem I'm encountering. It's the first (oldest) message in my inbox--and is blocking all the others from being downloaded. Is there any way Cox can remove this particular message at the server? I assume once it's gone, I'll be able to download to my email client as normal. I'll be looking forward to a positive response.15Views0likes0CommentsUnable to Download Email
Commencing this past Friday morning (February 2) I have been encountering an ongoing problem—not yet solved--with the downloading of my Cox email to my PC’s Mozilla Thunderbird email client software. Whenever I attempt to retrieve my messages, I receive the following pop-up error message: "The RETR command did not succeed. Error retrieving a message. Mail server pop.cox.net responded: message 2 expunged.” Consequently I’m unable to download/view any incoming emails using Mozilla Thunderbird. Once this started happening, I went directly to my webmail account at the Cox website to check out the server situation there—and experienced further issues. I identified one specific email message in my inbox at the Cox server which posed the following difficulties: Whenever I tried to open this particular email to read, a pop-up error message would display, advising, “Error while loading message content. Folder “INBOX” has been closed on mail server 127.0.0.1. Probably your request took too long.” Whenever I tried to delete this particular message (and move to Trash) another pop-up error message would display, advising, "Error. This message could not be moved to trash folder, possibly because your mailboxIs nearly full. In that case, please try to empty your deleted items first, or delete smaller messages first.” Cox Technical Support has been totally ineffective in correcting the above described email problem. Since this past Friday, I have had four separate contacts with Cox Tier 2 Tech Support concerning this matter, as follows: Problem initially referred to Tier 2 Support Friday morning, February 2 for resolution. I provided Tier 2 representative with my email password so he could attempt to delete the problem inbox email message mentioned above; however, he too was unable to accomplish. Assigned ticket number to issue; Cox Tier 2 rep assured follow up action will be taken to fix. Contacted Cox Tier 2 Tech Support again on Saturday, February 3, as problem not corrected. Tier 2 rep advised that my email problem was a “known issue” and had been escalated to Cox’s “email team.” Contacted Cox Tier 2 Tech Support again on Monday, February 5, as problem not corrected. Tier 2 rep told me once again that my encountered email situation was “known issue” and that many other Cox customers were similarly affected. However, he indicated that an immediate fix was on the way involving a special “auto-loop” program that Cox would be running on their email server(s). Accordingly, rep indicated that my email problem should be corrected by tomorrow afternoon. Tier 2 rep also assigned a “secondary ticket number” to my issue. Tuesday late afternoon, February 6: problem still evident. Contacted Cox Tier 2 Tech Support once again. This time the rep gave me a different update. Yes, my problem was indeed a “known issue involving time outs” (whatever that means), but unfortunately there is no immediate solution. Apparently it can’t be fixed until Cox completes a “total migration of all email accounts to new hardware servers,” and as yet they don’t have a firm date as to when this migration effort will be fully accomplished. In response to my query, rep advised my particular email account has already migrated to a new server, and she was unable to help me any further. At this juncture, I requested to speak to a supervisor. I was connected to a supervisor named David; he too corroborated this new information—that my problem couldn’t be fixed until the aforementioned migration of Cox email accounts was 100 percent completed; moreover, he couldn’t furnish an estimated date for such completion. Bottom line, the latest information received from Cox Technical Support is unacceptable, and, assuming this post is read by the Cox Help Team, I would desire this issue be escalated further for resolution. I’ve noted that other Cox customers have already reported the identical problem on this forum. That’s why I’ve gone into considerable detail to describe—and the wholly useless and unhelpful Cox responses thus far.5.6KViews0likes13CommentsRe: Cox Phone Upgrade Incompatible with Home Security System
Yes, when I accepted the Cox phone upgrade requirement, I purchased the optional modem battery directly from Cox at an additional cost of $29.99. This was to ensure my family had the capability for continuing phone capabilities during power outages and also to enable our security system to communicate with the associated monitoring center during such outages. In addition to being incompatible with our security system, the other problem we’ve encountered with the supplied Cisco DPQ-3212 modem is battery backup failures. We’ve gone through four modems since this past July 29 th , as they have proved to be inoperative in battery mode when AC power is pulled (despite a fully charged battery). Currently we’re on our fifth modem which was installed earlier this week (September 19 th ); so far it’s seems to be working when powered solely off the battery (“knock on wood!”). As additional information, the Cisco phone modems we’ve been supplied by Cox have all been refurbished items (which may account for their unreliability). Please note that no one from Cox has contacted us regarding our posts on this forum, despite comments from Becky K and Danny S (both Cox Support Form Moderators) above supposedly offering assistance. Accordingly, we’ve made arrangements with our security system company to install a cellular communications adapter (at additional personal expense) so as to enable reliable communications with the monitoring station. This will be accomplished early next week. Overall, sorry customer service performance by Cox!2Views0likes0CommentsRe: Cox Phone Upgrade Incompatible with Home Security System
Still no response from Cox on our aforementioned incompatibility situation--despite sending them two emails with requested account information early last week as requested by Cox Support Forum Moderators Becky K & Danny S. Consequently another full week has gone by with required communications totally disabled between our home security system and associated monitoring center. At this juncture we can no longer wait for a Cox solution, but will have to coordinate with our security system company to accomplish an upgrade to a cellular communications path between our home and the monitoring station--at our expense. In addition, this morning we had a electrical power outage in our neighborhood that lasted about 1/2 hour. And, guess what? Our Cox phone modem (Cisco DPQ-3212) did NOT function properly in battery backup mode. As a result, we had no dial tone during the outage period. We'll have to arrange for another Cox service call to correct this situation too. And, as mentioned above, we're currently on our fourth Cox modem; replacement with another modem that operates correctly in battery mode will be the fifth try by Cox. All in all, not satisfactory performance by Cox. The required phone upgrade to VoIP service has been an absolute disaster and a nightmare for us.4Views0likes0CommentsRe: Cox Phone Upgrade Incompatible with Home Security System
Per suggestions above from Becky K & Danny S, Cox Support Forum Moderators, I sent email to cox.help@cox.com yesterday morning providing requested information. As yet no one from Cox has contacted me to pursue my issue further.16Views0likes0CommentsCox Phone Upgrade Incompatible with Home Security System
Like Pauldv who posted earlier this month on this same forum, I recently received repeated notifications from Cox to perform a “required” phone upgrade at no charge to an advanced modem system. Since the information provided advised that “ALL Cox digital Telephone customers will need to transition,” I made arrangements in late July to have this update accomplished. For information, I reside in Phoenix, AZ. In this regard, it took four separate visits from Cox technicians over a two week period to successfully set up the new phone system in my home, as, unfortunately, the first three Cisco DPQ3212 modems placed into service were inoperative in battery backup mode. But the misadventures encountered with faulty phone modems were only a minor annoyance. The major problem experienced so far has to do with the fact that the changeover from POTS landline to "more advanced" VoIP phone service has essentially “ruined” my home alarm/security system. Unbeknownst to me—since this issue was never addressed or communicated in any of the phone update materials furnished me by Cox or on their website—is that the Cox’s updated, “more advanced” phone system no longer enables my home security system to communicate with the alarm monitoring system. So, in essence, we’re now unprotected in case of unauthorized intrusion into our home. I only became aware of this situation late last week when I tested our alarm system by triggering one of the sensors and learned that our monitoring station never received any notification signals. Further tests confirmed this situation. Apparently our new, updated home phone system no longer is able to take control of the phone line and dial-out immediately to the monitoring station when an emergency occurs and sensors are triggered. In fact, the monitoring station receives no signal(s) whatsoever. I called Cox phone technical support twice (late last week and earlier today) to advise of this issue, but was told, “it’s not our problem—call your security system company.” I did call my alarm security company. They sent out a technician late this afternoon (billed, of course, to my account, with a service charge of $99 plus a $50 trip charge). After thoroughly examining my alarm system equipment/configuration and performing various tests, his diagnosis was that there was no quick “fix” because the alarm equipment in my home was incompatible with the newly installed Cox phone upgrade. He further told me that I would have to convert to a cellular security system or have my alarm control panel (the “brains” of the system) replaced. The cost of accomplishing this is currently unknown (I have yet to receive an estimate from the security company providing my alarm services). My guess is that these required changes will be substantial—plus I’ve already incurred $150 in charges from my alarm company for today’s service call. I’m very upset with Cox as they should have at least forewarned customers with old-style landline alarm monitoring systems of the hazards associated the required phone update. If I had known this beforehand, I would never have let Cox “update” my phone system. And if Cox had insisted, I would’ve taken my business elsewhere (e.g., CenturyLink). I’ve been a loyal Cox customer for 24 years. Cox currently provides all my TV, internet, and phone services. I’ve trusted them over the years, but they’ve certainly disappointed me with this so-called phone upgrade which is going to cost me lots of aggravation and dollars and is jeopardizing my family’s security until I can restore my alarm system to working order. Certainly not a positive outcome! And, as mentioned above, my initial contacts with lower level Cox phone technical customer support representatives about the situation described above have not elicited any corrective response.13KViews0likes9Comments