Moderator

Problems Logging in to Cox services including Cox Email

The Cox Security team recently determined that spammers have used a small percentage of our customers’ Cox Email accounts to send spam or phishing emails. As a precautionary measure, we have disabled the Cox login password on the impacted accounts. This affects those customers’ ability to access all Cox services that require a login, including Cox Email, My Account, and Cox mobile applications.

To reset your password:

Go to www.cox.com/myaccount.
Select SIGN INTO MY ACCOUNT.
Click FORGOT USER ID/PASSWORD and follow the prompts.
Update your password on all devices and applications in which you access Cox services, such as your mobile phone or tablet. This update is usually found under the settings section of your devices. DO NOT USE A PASSWORD YOU HAVE PREVIOUSLY USED. Please visit Resources for Setting up Cox.net Email for more information on resetting passwords on your devices.
It may take up to two minutes to gain access to all Cox sites after changing your password.

Here are some things you should know:

How did this incident happen?

This was NOT a breach of the Cox network. We believe this may have occurred in the following ways:

- Customers may have been tricked into responding to a phishing email and provided their username and password

- Customer credentials were obtained from other websites in which customers used the same password as their Cox login.

- Customers may have identity-stealing malware on their devices.

What will happen if impacted customers do not reset their passwords?

They will not be able to access any Cox services requiring a login. Additionally, if they use a previous password they may remain unable to access these services and their accounts may be vulnerable to additional incidents.

How should customers protect themselves in the future?

For more information about Internet safety, refer to About Fake Cox Emails and Protecting Yourself Against Identity Thefton Cox.com. Additionally, Cox provides Cox Security Suite Plus powered by McAfee® to all Internet customers free of charge.

86 Replies

Replies have been turned off for this discussion

rollermusic
New Contributor
Well, I've now changed my password twice. No luck. Cox Webmail works fine, but I have still not been able to connect using Windows Live Mail. Yes, I'm using the new password with Windows Live Mail. This has been going on now for over 24 hours.
ChrisL
Former Moderator
@rollermusic

I'm not seeing any recent password changes linked to your account. Do you recall where you went to do this?
dksmall
New Contributor
I received an email like this but it doesn't seem real since my passwords were not reset as the email implies. Is this real or not?
sb8
New Contributor
I noticed one of my accounts was being used maliciously and changed the password on that email account earlier this week. Do I need to change ALL the passwords for ALL the emails?
ChrisL
Former Moderator
@sb8

When it comes to password security there are several best practices to keep in mind to help protect your accounts.

1. Change passwords often.
2. Use complex passwords that include combinations of capital letters, lowercase letters, numbers, symbols. The more complex you can make it the more secure it will be.
3. Never re-use passwords. The most common cause of account breaches is using the same password for multiple sites or services. When one of those services gets hacked they have your password and will try to use it elsewhere.
4. Don't include personally identifying info about you as part of your password such as names, date, etc. Very often passwords that use this info can be figured out through social engineering.

If we can provide any further assistance please let us know.
siordian1
New Contributor
I too was not able to access email on my home Apple computer. I just changed my Cox password. I tried to access my home email again but no luck. Does the password change need more time?
Trtramel
New Contributor
I have created a new password, however, I am unable to send any emails from my devices for more than 3 days. I have worked with Cox tech people to no avail. I am a very unhappy camper. I can use gmail.com servers, I receive email ok. I can not send. I get the splash message that my user name or password for email..stmp.cox.server is incorrect. I can access my web account but I can not send emails from any of my devices. I have the correct user name and password in each of the devices. Another email address , my wife's works perfectly. 2 of my email address fail to send all within the same cox account. Frustrated!!!!!!!!
Iphone_Access
New Contributor
Chris L - I am having the same issue as many others on this post. I changed my PW as directed, but now I can't access it from my iPhone. I tried deleting my Cox account from my phone and adding it back in, but I continue to get a message indicating that the username or PW is not correct. I am absolutely certain that both the username and PW are correct. What is the solution for this?

Thanks!
Becky
Moderator
Hi Iphone and Trtramel,

I’m sorry that this has been such a frustrating experience! It sounds like the stored passwords on your devices are no longer valid. Whenever you reset your password on the Cox website, you must also change the passwords that are stored/saved on each of your devices. The first step is to verify that you are using the correct password. Even if you are sure that your password is correct, please follow these steps:

● Go to webmail.cox.net and log in. If your password is saved by your browser, delete the saved password (dots) and type in the actual password.
● If your Cox Webmail password is saved by your browser and you don't know what it is, click on the "Forgot Password" link underneath the login box. Follow the steps to reset your password.
● Once you are logged into Webmail successfully, open email on your phone, tablet, or iPad. You should get a pop-up window asking for your username and password. Delete the saved password (shown as dots) and type in the password that you used to login to Webmail.

This process will store your password within the email utility on your device so you don’t have to enter it each time you want to access your email. Please let us know what happens after going through these steps!
Becky
Moderator
Hi Siordian1,

After changing your password on cox.com, be sure to save the new password in MacMail. Are you getting a pop-up window asking for your password? If so, delete the stored password (dots) and type in your new password. Please let us know if this helps!