Problem receiving emails

See http://forums.cox.com/forum_home/internet_forum/f/5/t/17963.aspx 

and

http://forums.cox.com/forum_home/internet_forum/f/5/t/17853.aspx?pi287=2, the original thread.

We are all flapping in the wind....

TPHerb

It seems to have become an issue when COX switched to their new platform. I called their technical support dept and you would have thought the guy I was talking to was the janitor instead of a techie! He didn't understand how outside email accounts poll the COX server. I'm not sure where we go from here unless it's another provider. VERY frustrating!!!!!

Becky,

Everything is set up correctly on both my account and my wife's account. This morning I sent her an email from my COX account and it never made it to her COX account. I was able to at least get emails to her that way the past couple of weeks after this problem started when COX launched the new server. Now I can't even do that. We NEVER had a problem emailing from our live email accounts before that and certainly not from our COX accounts. This is extremely frustrating and I just keep getting the runaround. I'm ready to escalate this issue to someone within the COX organization to see how to get this corrected or I'm looking elsewhere for my internet/TV/phone service. I've been a customer for 16 or 17 years and would prefer to stay with COX, but this issue is pushing me over the edge. Looking at other postings it is apparent we are not the only ones having this issue. So given that, doesn't it seem logical that the problem is something COX created?

No, Snoopy, you and your wife are definitely not the only ones. I have been a Cox customer for 20 years now and this has seriously caused me to question my loyalty. Every day I send an email to Cox support and every day I get the same generic response apologizing for the delay, they are working on the issue and there is no estimated date of resolution. I recently got rid of Cox cable TV (laughingly thought that was the reason for the delay in my emails as the delays started shortly after). I have never had this many issues with my emails and it's going on three weeks now. I have posted quite often on both threads that TPHerb mentioned above. This morning, I received an email that was from last Thursday. And it was NOT a "junk email" -- it was an important one. I am self-employed and when work is available I get emails informing me of such. I had to tell all of my clients to use my Yahoo email account. Talk about looking unprofessional! I'm just so frustrated. I finally returned my Cox cable boxes this morning to a local Cox store and vented my frustration to the poor lady working there. She was empathetic, but that was about it. Anyway, we're all hoping this issue gets resolved soon!!

I am not getting a bounce back message.

SNOOPY...........It IS an issue with Cox.   As a few of us here have stated, check out the Cox Forum.  There are 2 Forums on the late receipt of emails, but one Forum got locked by Cox 2 weeks ago, so a new one was started.

So many of us on the Forum have contacted Cox at cox.help@cox.com.

Most of us get emails back from Cox............all saying this is a known issue due to their migration to the new email system, and the problem is widespread and they are diligently working on a "fix".

They have been saying this for almost 4 weeks now.

I email them almost daily, and they all say the fix is being worked on, and thank you for your patience.

To STEPHANIE A. at Cox:

The KNOWN ISSUE is not one that is a "bounce back" issue.

The KNOWN ISSUE is certain email addresses are receiving emails very very late (hours late or up to 10 days late from the Sender), and some emails are not received at all from the Sender.

But the KNOWN ISSUE with Cox are emails delivered late, or not at all.    But the "bounce back" is not part of the known issue.

The KNOWN ISSUE, per Cox, is migration to the new servers is causing LATE DELIVERY OF EMAILS, not bounce back emails......and is widespread...........Phoenix, Tucson, San Diego..............etc.

SNOOPY,

YES, COX IS AWARE OF THIS PROBLEM AND MANY OF US HAVE RECEIVED MANY EMAILS FROM COX.HELP@COX.COM admitting it IS their problem and they are working on it fast and furiously, but with no ETR (Estimated Time of Repair).   Getting the same responses from Cox Help since end of May.

Here are a few email replies I have personally received from Cox.help@cox.com, (copied and pasted below), just so you can see their responses, and you will know it's not something at your end:

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6/8/17

Hi, 

Thanks for asking, but no, we have no new update on when the issue will be resolved at this time.  We appreciate your patience during this time.  

Thanks,  

Carol M.

Cox Social Media Support Specialist

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6/8/17

Hello, 

Thanks for providing this information. We hope to have this issue resolved soon. 

Thanks,

Allan

Cox Social Media Support Specialist

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6/9/17

Good Afternoon, 

Thank you for providing the headers. We're aware of this issue affecting our customers and are working diligently to get this resolved as fast as we can. This is not something that our Tier 2 team will currently be able to resolve over the phone. We understand that this is an inconvenience. I truly apologize that you're having such trouble. We are working to get this fixed as quickly as possible. We greatly appreciate your patience as we work towards a resolution. 

Thank you,

Nichole

Cox Social Media Support Specialist

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6/9/17

Hello, 

Thanks for providing the headers. We hope to have this issue resolved soon.  

Thanks,

Allan

Cox Social Media Support Specialist

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6/11/17

Hi, 

Thanks for the information you've provided to us.  This matter is not yet resolved, we are still working on it, and don't have an estimated time of repair at the moment.  We appreciate you checking in on this, we'll reach out to you when we're aware of the resolve.   

Thanks for your patience,  

Carol M. 

Cox Social Media Support Specialist

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6/11/17 (I offered to send even more headers from the emails received late)

Hi, 

Thanks for offering, but that won't be necessary.  We're still working on a resolve and hopefully, that'll be forthcoming soon; however, at this time, we still don't have an estimated time of repair.  Thanks again for your patience and supplying the information.  Have a wonderful week ahead.  

Take Care,  

Carol M. 

Cox Social Media Support Specialist

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6/12/17

Hello,  

Thank you for your patience. We are still working on the fix for this and will update you as soon as we learn more information. I am sorry for the inconvenience this has caused.  

Tiffany R. 

Cox Social Media Support Specialist

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6/13/17

Hi, 

I can understand your frustration with how long this is taking. This was escalated to our mail team. They are aware of the problem that is affecting multiple customers. Unfortunately we are unable to give you a repair time. Please trust that we are doing everything we can to resolve the trouble as soon as possible.  

Tiffany R. 

Cox Social Media Support Specialist

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6/14/17

We have not received any update on the email. Once we have more details we will provide feedback. Thank you for your patience! 

 Karen

Cox Social Media Support Specialist

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6/15/17

HI, 

This is still being worked on, I apologize for any inconvenience caused. 

-Chris 

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6/15/17

Hi, 

That is all currently being investigated. 

-Chris 

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6/18/17

Hello, 

Thanks for providing this information. We are still working on resolving this issue. I apologize for any inconvenience this may be causing.

 Thanks,

Allan

Cox Social Media Support Specialist

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6/18/17

Hello, 

The delays for incoming messages are dealing with Webmail however because that is where messages are stored it would also effect the time IMAP and POP programs as well as they are pulling from the mail server that you are accessing directly as Webmail.

 Ed

Cox Social Media Specialist 

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6/18/17Our mail team is still working on the issues and migration at this point, there is not a ETR that has been given yet.

 Ed

Cox Social Media Specialist 

It IS an issue with Cox.   As a few of us here have stated, check out the Cox Forum.  There are 2 Forums on the late receipt of emails, but one Forum got locked by Cox 2 weeks ago, so a new one was started.

So many of us on the Forum have contacted Cox at cox.help@cox.com.

Most of us get emails back from Cox............all saying this is a known issue due to their migration to the new email system, and the problem is widespread and they are diligently working on a "fix".

They have been saying this for almost 4 weeks now.

I email them almost daily, and they all say the fix is being worked on, and thank you for your patience.

Thanks Sistermoe. I'll check out the current forum.