Forum Discussion

CASmile's avatar
CASmile
New Contributor
5 years ago

Refusal to Help with Email

I use MS Outlook for Mac (latest version) to receive and send email. I was unable earlier today to send via my Cox email account. I could receive email, but not send. My account is set up as instructed by Cox and the problem just started early this afternoon.

I called tech support asking if there was a problem with the server. The representative refused to help, said it was an Outlook problem, and refused to transfer me to someone at a higher level that actual knows something. She continued to claim that it was an Outlook problem. She was only willing to sign me up for some technical program for a monthly fee.

Well, I can now send email and thus, it was an issue with the email server - not my system - as I told her. Something needs to change. 

  • Bruce's avatar
    Bruce
    Honored Contributor III
    5 years ago

    You want change in a time of change (COVID-19).  I agree the support was abysmal but hopefully only temporary.

  • bearone2's avatar
    bearone2
    Contributor III
    5 years ago

    i think i talked to that same rep when i had the same sending issues with outlook16, as she could only deal with webmail.

    some reps are very good & others shouldn't be sitting in the tech seat.

    • ChrisL's avatar
      ChrisL
      Former Moderator
      5 years ago
      Outlook is not a supported email application unfortunately. Self service support options are available by visiting https://bit.ly/2y1gMFu

      -Chris
      • bearone2's avatar
        bearone2
        Contributor III
        5 years ago

        agreed but some tier2 reps still provide help.

  • Allan's avatar
    Allan
    Moderator
    5 years ago
    @CASmile, I can certainly understand your frustration over this experience. Please send us an email with your full name, address, and a brief description of this issue to cox.help@cox.com. Thanks. -Allan, Cox Support Forums Moderator