Forum Discussion

UncleSugar's avatar
UncleSugar
New Contributor
8 years ago

Unable to Download Email

Commencing this past Friday morning (February 2) I have been encountering an ongoing problem—not yet solved--with the downloading of my Cox email to my PC’s Mozilla Thunderbird email client software. Whenever I attempt to retrieve my messages, I receive the following pop-up error message:

"The RETR command did not succeed. Error retrieving a message. Mail server pop.cox.net responded: message 2 expunged.”

Consequently I’m unable to download/view any incoming emails using Mozilla Thunderbird.

Once this started happening, I went directly to my webmail account at the Cox website to check out the server situation there—and experienced further issues. I identified one specific email message in my inbox at the Cox server which posed the following difficulties:

  • Whenever I tried to open this particular email to read, a pop-up error message would display, advising, “Error while loading message content. Folder “INBOX” has been closed on mail server 127.0.0.1. Probably your request took too long.”
  • Whenever I tried to delete  this particular message (and move to Trash) another pop-up error message would display, advising, "Error. This message could not be moved to trash folder, possibly because your mailboxIs nearly full. In that case, please try to empty your deleted items first, or delete smaller messages first.” 

Cox Technical Support has been totally ineffective in correcting the above described email problem. Since this past Friday, I have had four separate contacts with Cox Tier 2 Tech Support concerning this matter, as follows:

  • Problem initially referred to Tier 2 Support Friday morning, February 2 for resolution. I provided Tier 2 representative with my email password so he could attempt to delete the problem inbox email message mentioned above; however, he too was unable to accomplish. Assigned ticket number to issue; Cox Tier 2 rep assured follow up action will be taken to fix.
  • Contacted Cox Tier 2 Tech Support again on Saturday, February 3, as problem not corrected. Tier 2 rep advised that my email problem was a “known issue” and had been escalated to Cox’s “email team.”
  • Contacted Cox Tier 2 Tech Support again on Monday, February 5, as problem not corrected. Tier 2 rep told me once again that my encountered email situation was “known issue” and that many other Cox customers were similarly affected. However, he indicated that an immediate fix was on the way involving a special “auto-loop” program that Cox would be running on their email server(s).  Accordingly, rep indicated that my email problem should be corrected by tomorrow afternoon. Tier 2 rep also assigned a “secondary ticket number” to my issue.
  • Tuesday late afternoon, February 6: problem still evident. Contacted Cox Tier 2 Tech Support once again. This time the rep gave me a different update. Yes, my problem was indeed a “known issue involving time outs” (whatever that means), but unfortunately there is no immediate solution. Apparently it can’t be fixed until Cox completes a “total migration of all email accounts to new hardware servers,” and as yet they don’t have a firm date as to when this migration effort will be fully accomplished. In response to my query, rep advised my particular email account has already migrated to a new server, and she was unable to help me any further.  At this juncture, I requested to speak to a supervisor. I was connected to a supervisor named David; he too corroborated this new information—that my problem couldn’t be fixed until the aforementioned migration of Cox email accounts was 100 percent completed; moreover, he couldn’t furnish an estimated date for such completion. 

Bottom line, the latest information received from Cox Technical Support is unacceptable, and, assuming this post is read by the Cox Help Team, I would desire this issue be escalated further for resolution. I’ve noted that other Cox customers have already reported the identical problem on this forum. That’s why I’ve gone into considerable detail to describe—and the wholly useless and unhelpful Cox responses thus far.

 

 

 

 

 

  • ChrisL's avatar
    ChrisL
    Former Moderator
    8 years ago
    @UncleSugar

    It does appear a fix is pending for this issue according to the notes in the ticket. I apologize for any inconvenience while we work to get this resolved.

  • UncleSugar's avatar
    UncleSugar
    New Contributor
    8 years ago

    Chris,

    Thank you for your reply. 

    There may be a fix pending for this issue, but the latest word I received from Cox Tier 2 Tech Support earlier this week (February 6) is that there is no firm (or even estimated) date as to when that fix will be implemented. In fact, I got the impression that resolution may be months away. That's why I'm desirous of having the retrieval problem escalated for immediate resolution. 

    Regarding my specific situation, there is one inbox message at the server (as mentioned in my original post) which apparently is causing the Error 127.0.0.1 problem I'm encountering.  It's the first (oldest) message in my inbox--and is blocking all the others from being downloaded. Is there any way Cox can remove this particular message at the server? I assume once it's gone, I'll be able to download to my email client as normal.

    I'll be looking forward to a positive response.

  • MVLady's avatar
    MVLady
    New Contributor
    8 years ago
    Great details. My Outlook has been out since December 12th. I have gotten the run around from, Tier Two. At this point they are very defensive in their response. I am seeking legal counsel.
  • ColleenD's avatar
    ColleenD
    Moderator
    8 years ago
    UncleSugar,

    You should be able to log in to webmail to delete any message you suspect is contributing to the trouble you are experiencing. If you have trouble doing so, please let us know.
  • UncleSugar's avatar
    UncleSugar
    New Contributor
    8 years ago

    ColeenD,

    Please refer to my original post dated February 7. The underlying issue is that when I log into my webmail directly at the Cox website, I cannot read or delete the offending message. The following occurs:

    • Whenever I attempt to open this particular email to read, a pop-up error message displays, advising, “Error while loading message content. Folder “INBOX” has been closed on mail server 127.0.0.1. Probably your request took too long.”
    • Whenever I attempt to delete  this particular message (and move to Trash) another pop-up error message displays, advising, "Error. This message could not be moved to trash folder, possibly because your mailbox Is nearly full. In that case, please try to empty your deleted items first, or delete smaller messages first.” 
    The above is experienced when I log into my Cox webmail account at the Cox website--not on my email client software which no longer is able to retrieve any email whatsoever from the Cox server.
    As also mentioned, during my first contact with Cox Tier 2 Tech Support on February 2, the Cox rep tried  to delete the offending email--he too was unsuccessful and couldn't delete the email in question, receiving the same error response I was encountering.
    Yes, I need your help. I look forward to Cox's immediate assistance in resolving my email situation which now is entering its second week.

  • ColleenD's avatar
    ColleenD
    Moderator
    8 years ago
    UncleSugar,

    I apologize for missing that information. In order to try to help with this request we will need to authenticate your account. Please reach out to us on Twitter at @CoxHelp, visit us on Facebook, or by using an alternate email address to email us at cox.help@cox.com.

    In your contact please include your full name, complete street address, details of your request and a reference to this forum thread.

  • UncleSugar's avatar
    UncleSugar
    New Contributor
    8 years ago

    ColleenD,

    Thank you for your reply.

    I have sent a detailed email message to cox.help@cox.com furnishing the requested information.

    I'll be looking forward to their prompt reply and a solution to my issue.

  • ColleenD's avatar
    ColleenD
    Moderator
    8 years ago
    UncleSugar,

    Thanks! If you haven't already, you should receive a reply to your email shortly.

  • UncleSugar's avatar
    UncleSugar
    New Contributor
    8 years ago

    Did receive reply from cox.help@cox.com. Unfortunately not encouraged by response. No date furnished for issue resolution; only informed problem being worked. 

    I have performed a quick search on this Cox Internet Forum and learned that the identical email retrieval problem I'm currently experiencing has been reported on several prior threads dating back to July 2017 (including another unresolved thread--not mine--with latest posting also today). Obviously the Cox technical "wizards" have been unable to come up with a definitive solution to correct a recurring situation for many months now. I've been advised, "it's a known issue"--if so, fix it!   

    What is going on? Very poor service on the part of Cox, especially regarding a long standing issue plaguing numerous customers.

     To "add fuel to the fire," yesterday I received my February Cox billing statement. In conjunction with an announced Cox rate increase, my total charges went up by over $16 per month. Most of that increase was due to a hefty boost in the monthly charge for Cox's "Preferred 100 Internet Service" (which includes email). Unbelievable! Now I have to do pick up the phone and deal (battle?) with Cox's billing and loyalty groups. And I've been a Cox customer for over 23 years!

    Very unhappy, frustrated, and disappointed with Cox!

     

  • M_Craft's avatar
    M_Craft
    New Contributor
    8 years ago

    I have had the same experiences you have with this issue.  Same error messages.  Gone through a couple of tier 2 level help operators.  Got the same BS responses.  A couple of "TICKET NUMBERS" and we will call you when the system is back up. It started February 2 and today is February 11 with no end in sight. What a way to run a rail road.  But be late for your monthly payment and boom!  Termination threats.  It's like that when they are the only game in town.