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Campmaster

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Cox failed to migrate all Email account information to new platform and Server has issues

Accounts impacted: All - Primary personal account: Elks Non Profit Organization Newspaper: 

Email Critical Problem CUI 8078520

Problem: Cox failed to migrate all account information to new platform - contacts and groups missing, sent folder missing, all mail appearing in Spam Folder and Incoming Mail simultaneously, Cox email server is slow to respond if at all, Explorer Ads running deliver "long running script error", Chrome has no ads but is slow to respond as well and has all of the same problems. Essentially, all Cox email accounts are non-usable.

Android Phone has Cox account email sent folders intact 

History: Encountered new platform and problems on May 26th. Started "Chat" May 27th, unable to determine the server issue. Chat help suggested that the email problem is a modem problem. Service Tech sent May 28th, no trouble found. Called Cox 1-866-867-7644 and was told it would be 3-5 days to answer the problems on this ticket. No communication from May 28th to present via email, text or phone from Cox. Called today June 4th 866-867-7644 (Lenaysha), call escalated to "next level" (Darien) who said "Cox email service is a courtesy fro Cox" and that "nothing can be done, cannot call anyone else at Cox, he can "only send an email to the Cox email support group" (if Cox email doesn't work is this a solution??!!!).  So, please wait .......

Impact: The Elks Monthly  Newspaper is run through the Cox email. All of my 15 years of contacts, accounts and emails with Cox do not work. We cannot function. We are beginning our paper cycle June 7th.

My personal account has critical communications from Billings, insurance, accounts that is not working!!!!

This is about as big an email problem as possible.

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KevinM2

Former Moderator

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1.5K Messages

Hi Campmaster, we are immensely sorry to learn about the webmail issue, we are closely monitoring this escalation here in Social Media. When we receive a response from our back-office team, we will follow up with you. -Kevin

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Campmaster

New Contributor III

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36 Messages

It is now 15 days with no COX response for my email issue. If YOUR phone did not work for 15 days how would that be? Email not working is like that!!! I need to escalate this issue - who at COX has the authority too get something done?? Thank you

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DustinP

Moderator

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1.1K Messages

Hello Campmaster,

Please check the email account and share your findings with us. Thank you!

Dustin
Cox Support Forums Moderator

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Campmaster

New Contributor III

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36 Messages

Updated June 11 2019 2 PM MST

Problem: Cox failed to migrate all account information to new platform –

Campmaster@cox.net account first:

Probably 90% of contacts missing

Pop Up ads are stalling the Cox server on Explorer (still)

Sent Folder has messages I have sent in the last few days only, all other history is missing

Now Possible to delete Spam messages (to the trash?), seems that Inbox messages are 100% still going to spam folder and duplicating many to Inbox

Tried to Delete All from Trash – Cox server stalled and is hung up for 10 minutes so far, the Ads keep on flashing though…

Cox server beyond slow, it is glacial speed

Android Phone has Cox account intact 

Elkstracks335@cox.net account: (the one used for our Phoenix Elks Non Profit Newspaper)

100% of contacts missing

Inbox Empty

Sent Folder gone

Android Phone has Elkstracks335 Cox account email empty no content. This is changed since a few days ago when the Phone had messages in the inbox. Not anymore....

So, our Newspaper is in peril of not being printed for July (due June 14th for Publisher) . Thousands of members affected, thousands of dollars. Cannot contact anyone - reporters, editors, Publisher - all contacts and their groups are missing. All of our email reports sent in are gone. Pretty much as big a trainwreck as a solar flare. We cannot function.

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KevinM2

Former Moderator

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1.5K Messages

Hi Campmaster, has a representative from our Email Team reached out to you about this? Our records indicate this is currently being worked on. -Kevin M. Cox Support Forum Moderator

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Campmaster

New Contributor III

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36 Messages

This is what was sent to me: I do not consider this "reaching out to me" from the Email Team. I read "please wait we might send an update some day" from a customer service person who gives a standard answer to everything....

cox.help@cox.com via mails.engagor.com 
Sun, Jun 9, 11:20 AM (3 days ago)
to campmaster, elkstracks335

Clem,


I can certainly appreciate your frustration. Unfortunately, I do not have a time frame on when we will receive an update. I apologize for the inconvenience.


David


Cox Social Media Specialist

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