gerrym's profile

gerrym

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20 Messages

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Internet Tools > email > locked account reset = not working for me

I have multiple Cox email addresses on my local Hampton Roads Cox account. Several of these do not get much use and Cox has had a history of locking them for 'InActivity'. I understand your policy... and have for the 30+ years we have been loyal Cox customers. In the past 15 years or so I have always been able to log in to Cox Support, go to Internet Tools and Email.. and reset any account that was locked in this manner. Today... I have tried to unlock 4 of my 10 accounts ( max I can have with my account type ) and while your support system allows me to 'confirm' the unlock, the accounts do not get unlocked. In the past I've always 'confirmed' that account to unlock, and the system will return me to the list of accounts page, and the account I just unlocked will no longer be listed as 'Mailbox Locked Due to Inactivity'. Can someone tell me why this is not allowing me to unlock? And please do not ask me to 'reset my password', reset my modem, router etc... these would be rabbit holes of useless proportion. Thanks. Gerry- Norfolk, VA ( Retired Network Janitor )

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EdwardH

Valued Contributor

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755 Messages

The accounts can have other issues tied to locked status whether it is security or server issue as well though you will normally get a email notification to the primary address if that is the case. We can take a look at the accounts you are still having issues seeing what has gone on with them though. Please email us at cox.help@cox.com and we can investigate it further for you.

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gerrym

New Contributor

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20 Messages

The error message is in RED and States the Mailbox Locked for Inactivity, as I clearly stated above. I am the logged in as the primary account and have never had any issue clearing this situation out logging in as that user. I will send an email to the address you provided, need to get this remedied. Also... there link for Internet Tools > Edit Email Accounts does not seem to appear in any of the dropdown menus any longer. Unless I am missing it. This link: https://myaccount.cox.net/internettools/email/email.cox

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gerrym

New Contributor

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20 Messages

I now believe these locks could be due to password errors but cannot confirm that. Waiting to hear back from the help email. I say this because on all accounts that are "Locked for Inactivity" I can still pop the mail. There could have been an older machine running here on my home network that tried to pop mail for several of these accounts and had the password incorrect. Jury will be out until I hear from the help email. Thanks.
gerrym said:
The error message is in RED and States the Mailbox Locked for Inactivity, as I clearly stated above. I am the logged in as the primary account and have never had any issue clearing this situation out logging in as that user. I will send an email to the address you provided, need to get this remedied. Also... there link for Internet Tools > Edit Email Accounts does not seem to appear in any of the dropdown menus any longer. Unless I am missing it. This link: https://myaccount.cox.net/internettools/email/email.cox

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gerrym

New Contributor

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20 Messages

TiffanyR, yes I received an email response from Kyle earlier today (Sun Jan 24) along with a ticket number. Thanks for checking up on this. I can send email to the addresses marked as Inactive and can pop the email, but cannot get the error message to clear. I appreciate your team moving this along via the email route. Yes.
TiffanyR said:
Hello Gerrym, 

Did you get a response to the email? If not, can you email us again to cox.help@cox.com. I do not see any unanswered emails. 

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gerrym

New Contributor

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20 Messages

This is still showing 4 of my email address's as locked, and I cannot 'reset' them.

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Tecknowhelp

Valued Contributor II

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2.8K Messages

Have you heard back from Cox's email team, or where ever they sent it? Only been 2 business days since the 24th, so they might still be working on it.

Also, do you need the email in the inbox or address book for those usernames? If not, a simple work around may be to delete the username and recreate as new. Getting them released correctly is optimal, but if you just need one for say a password reset email, deleting and re-adding may work for you. Just know it comes with a small risk of losing the username, how ever I would think it very unlikely for someone to try to create your exact username during the 20seconds or so it takes to delete and recreate. 

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gerrym

New Contributor

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20 Messages

well... I received an email yesterday late, that request my PIN, phone number with area code, physical address as it appears on my bill, account holders full name. Ah... would YOU have given up all that in an email? .... yea.. neither did I. My home phone is a Cox line they should have that on their records. Are they trying to verify I am who I say I am? Good security policy, poor implementation. The request said there was some information I have provided that is incomplete or incorrect. ?? Betting this has something to do with the fact it was my sweet wife who opened this account 31 years ago.. .I'm just listed as a co-owner or co-account holder or something. Yea... suspect that is the issue?
Tecknowhelp said:

Have you heard back from Cox's email team, or where ever they sent it? Only been 2 business days since the 24th, so they might still be working on it.

Also, do you need the email in the inbox or address book for those usernames? If not, a simple work around may be to delete the username and recreate as new. Getting them released correctly is optimal, but if you just need one for say a password reset email, deleting and re-adding may work for you. Just know it comes with a small risk of losing the username, how ever I would think it very unlikely for someone to try to create your exact username during the 20seconds or so it takes to delete and recreate. 

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ColleenD

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1.8K Messages

gerrym, 

Was this information request received in response to emailing cox.help@cox.com or some other email address at Cox?  If the email you received was from cox.help@ cox.com, the forum moderators work those emails. Our team would be required to verify certain account information to address, explain or resolve some issues.

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gerrym

New Contributor

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20 Messages

Collen, The email was from CoxHSI.Services@cox.com in response to a help.cox email. I have a ticket number of (KMM24052102V48748L0KM.. Why any of this requires me to do anything else... well I'm not sure. If there is a security concern Cox needs to implement 2 factor authentication on their Internet Tools portal. Really. Call me on my home number, you all have it.. it is a Cox number. Why is this continuing to be delayed? Its been way too long. Gerry-
ColleenD said:
gerrym, 

Was this information request received in response to emailing cox.help@cox.com or some other email address at Cox?  If the email you received was from cox.help@ cox.com, the forum moderators work those emails. Our team would be required to verify certain account information to address, explain or resolve some issues.

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EricaW

Former Moderator

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136 Messages

gerrym, for security, it is important that you initiate the contact related to account inforrmation. Please email us at cox.help@cox.com and we can investigate it further for you.  -EricaW

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gerrym

New Contributor

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20 Messages

EricaW said:

gerrym, for security, it is important that you initiate the contact related to account inforrmation. Please email us at cox.help@cox.com and we can investigate it further for you.  -EricaW

Erica, well yesterday my wife and I stopped by in person at the Cox store at Lynnhaven Mall in Virginia Beach and they could not assist. If that is not initiating contact.... what is? I have received a single email from the cox.help@cox.com requesting that I put my PIN, account information etc into an EMAIL and send it to them, presumably because there is some doubt as to who I am? I responded I would not put that extent of my personal information into an email. I asked them to call me on my home or cell number. Now for me to cold call the Cox Support number, explain this ONE more time to someone who has no knowledge of the issue? Then wait for that person to inform another etc etc... till I finally get to someone who can fix the issue after investing another 30 to 45 minutes past what I already have in this?

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EricaW

Former Moderator

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136 Messages

gerrym, 

Please share your preferred time of day during which you may be reached. 

EricaW
Cox Support Forums Moderator

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