Email disappeared after midnight last night (8/16/2018)

Question

Sometime after midnight last night all email newer than 19 July 2018 disappeared from my Cox webmail inbox.&nbsp; Have looked in trash and other folders.&nbsp; Same result accessing on phone and tablet.&nbsp; Just finished a chat with Cox help.&nbsp; She opened a "trend" when I asked to have things restored.&nbsp; Said it will take 24-48 hours.&nbsp; She suspected that others in my area were probably having the same problem, but didn't even seem sure of that.
Anyone else have this problem or any suggestions to resolve?

becky · Answer

Hi RalphW, what URL do you use to access your Cox Webmail? -Becky, Cox Support Forums Moderator

ralphw · Answer

I have a favorite set to:&nbsp;http://myconnection.cox.com/&nbsp;on my Chrome browser, but it doesn't matter whether I use that, or myemail.cox.net, or cox.net on my W-10 laptop; or my phone or my Android tablet (either a mail app, or Chrome on them).&nbsp; I've tried Chrome which I normally use and MS Edge on the laptop.&nbsp; Have cleared caches and cookies.&nbsp; Nothing has recovered the messages.
Cox lost those messages.&nbsp; Certainly you keep a backup of the server?&nbsp; Don't tell me you don't.&nbsp; You simply need to restore my mail inbox to what it was at 11:59 pm on 8/15/2018.

lisah · Answer

RalphW, please send an email to cox.help@cox.com with the information regarding the lost emails and the email address tin question and we will be glad to investigate this further. Thanks, Lisa - Cox Support Forums Moderator

ralphw · Answer

LisaH, Cox really needs to get their act together.&nbsp; When I chatted with your Help representative on 8/16/2018, she assured me that her creating a "Trend Report"&nbsp;would fix my problem within 24 hours.&nbsp; I should have been suspicious when she said there was no ticket # for the report.
Today, nothing has been restored, so I just got off the phone with Level 2 support and she has created a ticket that now must go to Data 2 support for them to see if there's even anything they can do.&nbsp; That time frame is another 24-48 hours starting on Monday.&nbsp; This is totally unacceptable!
For everyone else following this issue, creating a "Trend Report" does nothing but identify to Cox that one customer has had a problem.&nbsp; Cox does nothing with that until thousands of people report similar issues.&nbsp; INSIST on escalation to a supervisor and the creation of an actual ticket.&nbsp; Even then, it seems that Cox can't assure a resolution.
Once again a BIG FAIL on the part of Cox customer service.

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Email disappeared after midnight last night (8/16/2018)

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