Forum Discussion
I'm having the same issue. I know that the issue is specific to Cox email accounts because I am able to replicate the issue across 2 different email accounts. The security code is supposed to come from account-security-noreply@accountprotection.microsoft.com. However, the email is never received. Checked Spam and Junk folders - nothing there. Checked via WebMail and MS Outlook desktop application (to rule out issues specific to the desktop application) - same result, no password reset email in sight. But this only happens with Cox email accounts. I have my gmail account linked to a Microsoft account, and I clicked the option to reset the password on that Microsoft account, and it came through just fine through Gmail's mail servers. But with Cox, it doesn't come through. So I reached out to Microsoft, and they asked me to check with Cox to make sure that the following Microsoft SMTP server addresses are whitelisted by Cox:
Microsoft SMTP server IP addresses:
111.221.26.11
111.221.26.12
111.221.26.13
111.221.26.14
111.221.26.15
207.46.200.25
207.46.200.27
207.46.200.28
207.46.200.29
207.46.200.30
207.46.50.221
207.46.50.222
207.46.50.223
207.46.50.224
207.46.50.225
65.54.121.78
65.54.121.79
65.55.240.71
65.55.240.72
65.55.240.73
65.55.240.74
65.55.240.75
65.55.52.229
65.55.52.230
65.55.52.231
65.55.52.232
65.55.52.233
65.55.52.234
65.55.52.235
65.55.81.54
65.55.81.55
94.245.112.10
94.245.112.11
94.245.112.17
94.245.112.18
94.245.112.19
I called Cox and they said a network engineer would get back to me, but I have not received a call. If Cox adds the above SMTP servers to their whitelist, as well as senders with the domain accountprotection.microsoft.com, I think this will resolve the issue. I appreciate your help in this matter, and I'm sure everyone who has a Microsoft account linked to a Cox email address will too.
Note: To replicate the issue, all you have to do is go to https://login.live.com/, enter your Cox email account that you signed up to link to a Microsoft account, click Next, then click "Forgot password?". Then click "Next" to request that a reset code be sent to your email address. It'll say "We just sent a code to *@cox.net", but the email is never received.
- KevinM26 years agoFormer ModeratorHello, this case has been escalated, and our Social Media Department will be closely monitoring this until the ticket is closed. For further assistance, please reach out to us at cox.help@cox.com, Facebook or Twitter. We're sorry to learn about the ongoing email issues. -Kevin M. Cox Support Forum Moderator
- LatitiaS6 years agoModeratorHi ssalem6154,
We received an update from our internal escalation team that a few more pieces of information are needed in order to investigate your issue. Please send us an email to cox.help@cox.com with your full name, the affected email address, method of sending (Webmail or email client), your IP address and dates/times. We look forward to hearing from you.
Latitia
Cox Support Forums Moderator
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