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Arizona_Summer

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Unresolved email issues

For two weeks, we have not received any emails, either on WebMail or through the Apple Mail program.  We have not received a single email since 7/1/18!  However, there were suddenly over 15,000 emails in our Trash filed -- multiple duplicates of emails, and many of them having nothing to do with our account.  

We've made four calls to Cox customer service.  Each time, we were told that Cox is "aware of the issue" and is "devoting all its resources" to fixing it.  But it has not been fixed.  

Is anyone else having this issue?  A Cox technical support person told us the issue is "enterprise wide."  But we have searched the Internet for any postings about it.  

Because of this issue, we had to set up a new gmail account and change our notice email information from the Cox email to the new email for all of our business contacts.  Very frustrating -- especially the lack of any communication from Cox about what is happening and how they intend to fix it!

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Becky

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Hi Arizona Summer, the enterprise-wide issue to which you refer is for customers receiving the message "ERROR: FAILED TO LOAD MESSAGES. RETRY" when trying to access the Webmail Inbox. It sounds like you are able to access your Inbox successfully. Is this correct? Does your Webmail Inbox display email received prior to 7/1/18? Are you getting any error messages? -Becky, Cox Support Forums Moderator

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Arizona_Summer

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Yes, that is correct, and I'm not getting the error message you indicated.  Yes, I can see messages from before 7/1/18.

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Becky

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Hi Arizona Summer, log in to Webmail and click on the Settings gear icon in the upper right-hand corner of the page. Choose Settings from the drop-down menu. On the left-hand side of the screen, click on Inbox to access the Inbox Settings. Select Auto Forward. Is Auto Forward enabled? If so, please disable it. Next, click on Filter Rules. If you have any Mail Filter Rules active, please click "Disable" on each rule. Next, click on Blocked Senders. Are there any senders on this list that should not be blocked? Finally, click on Spam Settings. For troubleshooting purposes, please ensure you have chosen "Automatically deliver to Spam folder." Also, are you able to send email? Click on the Inbox icon at the top of the page, and then click Compose. Enter your email address in the To field. Type "test" in the Subject field as well as the body of the email. Click Send. Do you get any errors? Does your message appear in the Sent Objects folder? -Becky, Cox Support Forums Moderator

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Arizona_Summer

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Thanks for these suggestions. They had all been tried before, and they don't change anything.  The error I get for the test message is that the quota has been succeeded -- that's because over 15,000 emails suddenly appeared in my trash.  A Cox technician told me that, once the problem is resolved by Cox, those will be removed and my quota will not be exceeded. That has not happened.  There's no way I should be required to manually delete 15,000 trash emails.  Especially because WebMail only allows me to delete 50 at a time.

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Becky

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Hi Arizona Summer, I agree. The issue you are experiencing is not related to "failed to load messages" error as you were initially advised. We need to take a closer look at what's happening with your specific email account. Do you have a non-Cox email address you can use so we can continue troubleshooting? Email our team at cox.help@cox.com. Please include your full name, address, and a link to this page in your email. -Becky, Cox Support Forums Moderator

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Arizona_Summer

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Thank you.  I've just sent them an email per your suggestion.  I hope they respond.

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