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yourpalval's avatar
yourpalval
New Contributor

who do I consult regarding unreceived emails?

Email is Outlook. Internet service provider is Cox. 

While working with classmates this term, I discovered that at least two emails I sent to them were never received. In addition, I did not receive at least one email from a classmate.  We have emailed a great deal over the term, successfully.  Yet when I sent out lab notes one week, no one received them.  Two weeks later, a classmate sent lab notes to me, but I never received them. 

(yes, the junk email folders have been checked- repeatedly!- with nothing found in there)

This has me concerned. What other emails have I not received. I'm job searching these days, and there hasn't been a lot of responses to my applications.  

So, where do I start my inquiry about this problem- service provider (Cox) or email application (Microsoft)?

Thank you.

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  • MichaelJ's avatar
    MichaelJ
    Moderator
    Hi, please login to your email account on the Cox website to see if the missing emails are there. What version of Outlook are you using?
  • yourpalval's avatar
    yourpalval
    New Contributor

    I'm using what ever version of Outlook that came with the Window 10 upgrade.  Can't tell w/o upgrading to premium. 

    The missing emails are not there. It's been a month now and they haven't arrived. 

  • yourpalval's avatar
    yourpalval
    New Contributor

    Okay- spam setting is on "Standard" (only other option available to me is Exclusive). This has always been the case.  

    My classmates' email providers include gmail and csusm.edu.

    There's nothing in the OUT box.  And the emails I sent are in the Sent Items folder.

  • sistermoe's avatar
    sistermoe
    New Contributor


    Hi YOURPALVAL:

    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 plastform/system/server.   Emails are coming in either very VERY late, or not at all (for some email addresses).

    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's avatar
    sistermoe
    New Contributor

    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 plastform 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.

  • yourpalval's avatar
    yourpalval
    New Contributor

    HI sistermoe-

    thank you for telling me this.  Sure beats repeated requests to check my spam folder.

    I know it isn't me overlooking something. 

  • sistermoe's avatar
    sistermoe
    New Contributor

    Hi YOURPALVAL:

    Yes, it sure does help to know you are not alone with the delayed email issues.  

    Here are some of the email replies I've received back from Cox over the last couple of weeks regarding this issue:

    YES, COX IS AWARE OF THIS PROBLEM AND MANY OF US HAVE RECEIVED MANY EMAILS FROM COX.HELP@COX.COM admitting it IS their problem and they are working on it fast and furiously, but with no ETR (Estimated Time of Repair).   Getting the same responses from Cox Help since end of May.

    Here are a few email replies I have personally received from Cox.help@cox.com, (copied and pasted below), just so you can see their responses, and you will know it's not something at your end:

    -----------------------------------------------------------------------------------------------

    6/8/17

    Hi, 

    Thanks for asking, but no, we have no new update on when the issue will be resolved at this time.  We appreciate your patience during this time.  

    Thanks,  

    Carol M.

    Cox Social Media Support Specialist

    -------------------------------------------------------------------------------

    6/8/17

    Hello, 

    Thanks for providing this information. We hope to have this issue resolved soon. 

    Thanks,

    Allan

    Cox Social Media Support Specialist

    ----------------------------------------------------------------------------------------

    6/9/17

    Good Afternoon, 

    Thank you for providing the headers. We're aware of this issue affecting our customers and are working diligently to get this resolved as fast as we can. This is not something that our Tier 2 team will currently be able to resolve over the phone. We understand that this is an inconvenience. I truly apologize that you're having such trouble. We are working to get this fixed as quickly as possible. We greatly appreciate your patience as we work towards a resolution. 

    Thank you,

    Nichole

    Cox Social Media Support Specialist

    -------------------------------------------------------------------------------------

    6/9/17

    Hello, 

    Thanks for providing the headers. We hope to have this issue resolved soon.  

    Thanks,

    Allan

    Cox Social Media Support Specialist

    ---------------------------------------------------------------------------------------

    6/11/17

    Hi, 

    Thanks for the information you've provided to us.  This matter is not yet resolved, we are still working on it, and don't have an estimated time of repair at the moment.  We appreciate you checking in on this, we'll reach out to you when we're aware of the resolve.   

    Thanks for your patience,  

    Carol M. 

    Cox Social Media Support Specialist

    ---------------------------------------------------------------------------------------

    6/11/17 (I offered to send even more headers from the emails received late)

    Hi, 

    Thanks for offering, but that won't be necessary.  We're still working on a resolve and hopefully, that'll be forthcoming soon; however, at this time, we still don't have an estimated time of repair.  Thanks again for your patience and supplying the information.  Have a wonderful week ahead.  

    Take Care,  

    Carol M. 

    Cox Social Media Support Specialist

    --------------------------------------------------------------------------------------------------------

    6/12/17

    Hello,  

    Thank you for your patience. We are still working on the fix for this and will update you as soon as we learn more information. I am sorry for the inconvenience this has caused.  

    Tiffany R. 

    Cox Social Media Support Specialist

    ------------------------------------------------------------------------------------------------

    6/13/17

    Hi, 

    I can understand your frustration with how long this is taking. This was escalated to our mail team. They are aware of the problem that is affecting multiple customers. Unfortunately we are unable to give you a repair time. Please trust that we are doing everything we can to resolve the trouble as soon as possible.  

    Tiffany R. 

    Cox Social Media Support Specialist

    -------------------------------------------------------------------------------------------------

    6/14/17

    We have not received any update on the email. Once we have more details we will provide feedback. Thank you for your patience! 

     Karen

    Cox Social Media Support Specialist

    -----------------------------------------------------------------------------------------------------

    6/15/17

    HI, 

    This is still being worked on, I apologize for any inconvenience caused. 

    -Chris 

    ---------------------------------------------------------------------------------------------------

    6/15/17

    Hi, 

    That is all currently being investigated. 

    -Chris 

    -----------------------------------------------------------------------------------------------

    6/18/17

    Hello, 

    Thanks for providing this information. We are still working on resolving this issue. I apologize for any inconvenience this may be causing.

     Thanks,

    Allan

    Cox Social Media Support Specialist

    ---------------------------------------------------------------------------------------------------

    6/18/17

    Hello, 

    The delays for incoming messages are dealing with Webmail however because that is where messages are stored it would also effect the time IMAP and POP programs as well as they are pulling from the mail server that you are accessing directly as Webmail.

     Ed

    Cox Social Media Specialist 

    --------------------------------------------------------------------------------------------------------

    6/18/17Our mail team is still working on the issues and migration at this point, there is not a ETR that has been given yet.

     Ed

    Cox Social Media Specialist