Both my wife and I have a COX webmail address and use Windows Live Mail 2011. Since around the first of June, none of her emails are being delivered to my COX mailbox or my Windows Live Mail mailbox. When I send her emails she receives them. What would be the reason for this? Is it because of the recent upgrade of the COX webmail server? And if yes, when will this be resolved? Thanks!

Hi Snoopy, I'm wondering if the emails from your wife are being tagged as spam, blocked, or deleted. Access your Webmail by logging into your Cox.com account. Per the steps found at http://bit.ly/NewEmailSettings, check your Security Settings by clicking on the Settings button (i.e., the gear icon in the upper right). Change your Spam settings so that emails tagged as spam will be delivered to the Inbox or to a Spam folder. Make sure your wife's email address is not included in the Blocked Senders List and that cox.net is not listed as a Blocked Domain. Check your Mail Forwarding settings to ensure you aren't forwarding and deleting your wife's mail. Also, check the Mail Filter tab to ensure there are no rules set up that might be interfering with mail from your wife. Let us know what you find!

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!!

Problem receiving emails

13 Replies

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Becky
Moderator
Hi Snoopy,

I'm wondering if the emails from your wife are being tagged as spam, blocked, or deleted. Access your Webmail by logging into your Cox.com account. Per the steps found at http://bit.ly/NewEmailSettings, check your Security Settings by clicking on the Settings button (i.e., the gear icon in the upper right). Change your Spam settings so that emails tagged as spam will be delivered to the Inbox or to a Spam folder. Make sure your wife's email address is not included in the Blocked Senders List and that cox.net is not listed as a Blocked Domain. Check your Mail Forwarding settings to ensure you aren't forwarding and deleting your wife's mail. Also, check the Mail Filter tab to ensure there are no rules set up that might be interfering with mail from your wife. Let us know what you find!
TPHerb
New Contributor
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
snoopy
New Contributor
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!!!!!
snoopy
New Contributor
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?
desertdiva
New Contributor
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!!
StephanieA
Former Moderator
Snoopy,

I want to make sure your issue fits the known issue. Are you receiving a bounce back message from the email that you sent? If not, please double check the forwarding setting in webmail. If you are getting a bounce back message, we are aware of the issue and we are working to get it resolved ASAP.
snoopy
New Contributor
I am not getting a bounce back message.
sistermoe
New Contributor

Hi Snoopy..........

This has been an ongoing problem with Cox since end of May. There are a couple of Cox Forums addressing the late delivery of emails.

Cox has admitted the latent email issues are caused from their migration to a new email system/server.

For the last month almost, Cox is telling all of us "we are working on the problem, we are aware of the issue with our Fed1 servers and other servers, late emails are due to the migration to the new system, please be patient, we are working hard on this".....................blah blah blah.

Please check out the current forum and join in.

Also, you can email cox.help@cox.com.

Here's the link to the ongoing forum:

http://forums.cox.com/forum_home/internet_forum/f/5/t/17963.aspx
sistermoe
New Contributor

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.
sistermoe
New Contributor

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.