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whwright's avatar
whwright
New Contributor

Can't "activate" email accounts

When I go to my "manage users" page it says all three of my email accounts are inactive.  After activating them, logging out, and logging back in, they are inactive again.  

I called phone support and received ticket number 3982766 and then another ticket number HLP000006155024.  The Tier 2 support person, "Willie," called back twice -- both times after two days.  The last time he said he would call back "in 48 to 72 hours" but I never heard back.  And it still isn't fixed.  

How do we get this fixed?

Thanks. 

Wayne in OKC. 

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  • Tecknowhelp's avatar
    Tecknowhelp
    Valued Contributor II

    Not that this will help, but any luck creating new usernames on the account? If not, my guess is they aren't tied to a active account in their email system. You best bet is to talk to Tier 2/CAG and ask for a update on your ticket number. 

  • whwright's avatar
    whwright
    New Contributor
    TiffanyR said:
    Hello Whwright,

    I show that all of your usernames are now active. Can you verify this for me?

    Yes! They are all active. Thanks! Now I'm back to the original problem that started everything. I can't get my wife's Cox email account added to her iPhone. It was on there until about a month ago, when it suddenly stopped accessing emails. I removed the account from the phone, thinking I could add it back and start it working -- maybe not such a wise decision looking back but we are where we are. When I try to add the email account to the iPhone now, it says the username or password is wrong (but I know it's right).
  • whwright's avatar
    whwright
    New Contributor
    Tecknowhelp said:

    Not that this will help, but any luck creating new usernames on the account? If not, my guess is they aren't tied to a active account in their email system. You best bet is to talk to Tier 2/CAG and ask for a update on your ticket number. 

    Thanks for the idea. I'm not sure if it was a coincidence or not, but when I added two new usernames, it seems to have kicked the other usernames into gear. I think I'll leave the two unused names in place for now, until we get the original issue resolved. Thanks!
  • Tecknowhelp's avatar
    Tecknowhelp
    Valued Contributor II

    As much as I would like to take credit, I think Tiffany or someone fixed the issue behind the scene. My guess is your forum username is related to one of those accounts and that allowed them to track down the problem. My idea was more to isolate the cause, not to fix it. 

    As for your phone, what settings are you using? I would suggest these settings. Also make sure no other devices are set up with her email address using POP3. 

    ::Edit:: Fixed link