I just added 4 additional user ID's for family on my Cox account. These user ID's were just deleted from my parents' closed account because they moved outside the Cox service area, and the user ID's were added as secondary users on my active account. Everything seems to work as expected for a secondary user except for webmail. The email service as IMAP email is working. We have verified that all 4 users can send and receive messages using Outlook 2016, but after they sign into the Cox website, they only see the page below when they try to access webmail. Is there normally a delay for webmail access to be established for a new user ID, or is this a technical issue that requires further technical support?

Hi ToddN, Unfortunately, we're unable to view the picture that was posted. Are you getting any error messages upon signing in? Is it a blank page? Can you confirm what browser you're using to access webmail?

I'm having the same/similar problem. I set up a new email address for myself. When I log in and go to Webmail, the URL is showing as https://webmail.west.cox.net/denied/upsell and there is nothing under Webmail on the left hand menu. When I log into my existing email address everything is fine. It's just the new one.

Daviena You can log into Webmail with your existing Cox username and password. Once you're logged in, you can go to the Internet Tools section in Webmail and select Manage Email Addresses. I'd go there and select the username that you're having trouble with and change the password right there in Internet Tools. Once that's done, please clear cookies, cache and history from your computer and then try logging in with the username and the new password. Please reach back out here if that doesn't work. StephanieS Cox Support Forums Moderator

Hi Stephanie, I did all that. I was on chat with a cox rep who told me this is a known issue because of the migration to a new platform, that the engineers are working on it and there is no ETA for a fix. As of yet, I still cannot access this new email address I set up.

Daviena, As we're migrating our email users should be automatically routed to the correct weblink for the server their ID is on, but in some cases this is not happening. Please try accessing email on your new account at https://idm.east.cox.net/coxlogin/ui/myemail and let me know how it works.

Webmail access for new users

16 Replies

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ReneeG
Former Moderator
Hi ToddN,

Unfortunately, we're unable to view the picture that was posted. Are you getting any error messages upon signing in? Is it a blank page? Can you confirm what browser you're using to access webmail?
Daviena
New Contributor
I'm having the same/similar problem. I set up a new email address for myself. When I log in and go to Webmail, the URL is showing as https://webmail.west.cox.net/denied/upsell and there is nothing under Webmail on the left hand menu. When I log into my existing email address everything is fine. It's just the new one.
StephanieS
Moderator
Daviena

You can log into Webmail with your existing Cox username and password. Once you're logged in, you can go to the Internet Tools section in Webmail and select Manage Email Addresses. I'd go there and select the username that you're having trouble with and change the password right there in Internet Tools. Once that's done, please clear cookies, cache and history from your computer and then try logging in with the username and the new password. Please reach back out here if that doesn't work.

StephanieS
Cox Support Forums Moderator
Daviena
New Contributor
Hi Stephanie,

I did all that. I was on chat with a cox rep who told me this is a known issue because of the migration to a new platform, that the engineers are working on it and there is no ETA for a fix. As of yet, I still cannot access this new email address I set up.
ColleenD
Moderator
Daviena,

As we're migrating our email users should be automatically routed to the correct weblink for the server their ID is on, but in some cases this is not happening.

Please try accessing email on your new account at https://idm.east.cox.net/coxlogin/ui/myemail and let me know how it works.
azboppa
New Contributor
Same problem and I have added secondary accounts before. I also get the "declined/upsell" link which seems to imply I don't have an internet account with Cox at all. And YES, the link that is posted in this chain that goes to the "east" servers instead of the "west" servers DOES WORK. I have wasted hours over the last two days trying to figure out what was wrong.
azboppa
New Contributor
Note that is is only "new" secondary users that can not access via "webmail". All older secondary users are ok. And all users can access their email using another client, like Windows Live Mail, etc. Only newly added users can not reach their email via webmail. so as I said, the above link that uses the "east" servers does work. So at least we have a work-around. But LOOK how long this problem has been around!
Becky
Moderator
We've recently made some changes to the email platform, as outlined at http://bit.ly/NewCoxWebMail. Are you able to log in using webmail.cox.net?
bigbopper
New Contributor
No, .... webmail.cox.net does work for "older" secondary users but not for any new ones I set up.

The new ones can get signed in ok, but then they get a screen that comes up (instead of webmail) saying something like "You'd be there by now if you had internet access". The URL ends with ... declined/upsell and it is trying to get me to sign up for internet access. When I look at the internet tools, if I select webmail, it just brings me back to the same screen. I can run speed tests, etc, but can not get to anything that smacks of needing internet access (even though I'm obviously using internet access at the time).

The workaround of using the "east" servers is ok, but that version is really old, and email forwarding does not work there.
bigbopper
New Contributor
Here's where it takes me when I try to log on a new secondary user.... https://webmail.west.cox.net/denied/upsell

Note that I have two forum ids, bigbopper and azboppa....