I have multiple Cox email addresses on my local Hampton Roads Cox account. Several of these do not get much use and Cox has had a history of locking them for 'InActivity'. I understand your policy... and have for the 30+ years we have been loyal Cox customers. In the past 15 years or so I have always been able to log in to Cox Support, go to Internet Tools and Email.. and reset any account that was locked in this manner. Today... I have tried to unlock 4 of my 10 accounts ( max I can have with my account type ) and while your support system allows me to 'confirm' the unlock, the accounts do not get unlocked. In the past I've always 'confirmed' that account to unlock, and the system will return me to the list of accounts page, and the account I just unlocked will no longer be listed as 'Mailbox Locked Due to Inactivity'. Can someone tell me why this is not allowing me to unlock? And please do not ask me to 'reset my password', reset my modem, router etc... these would be rabbit holes of useless proportion. Thanks. Gerry- Norfolk, VA ( Retired Network Janitor )

The accounts can have other issues tied to locked status whether it is security or server issue as well though you will normally get a email notification to the primary address if that is the case. We can take a look at the accounts you are still having issues seeing what has gone on with them though. Please email us at cox.help@cox.com and we can investigate it further for you. ---

The error message is in RED and States the Mailbox Locked for Inactivity, as I clearly stated above. I am the logged in as the primary account and have never had any issue clearing this situation out logging in as that user. I will send an email to the address you provided, need to get this remedied. Also... there link for Internet Tools > Edit Email Accounts does not seem to appear in any of the dropdown menus any longer. Unless I am missing it. This link: https://myaccount.cox.net/internettools/email/email.cox

I now believe these locks could be due to password errors but cannot confirm that. Waiting to hear back from the help email. I say this because on all accounts that are "Locked for Inactivity" I can still pop the mail. There could have been an older machine running here on my home network that tried to pop mail for several of these accounts and had the password incorrect. Jury will be out until I hear from the help email. Thanks. gerrym said:The error message is in RED and States the Mailbox Locked for Inactivity, as I clearly stated above. I am the logged in as the primary account and have never had any issue clearing this situation out logging in as that user. I will send an email to the address you provided, need to get this remedied. Also... there link for Internet Tools > Edit Email Accounts does not seem to appear in any of the dropdown menus any longer. Unless I am missing it. This link: https://myaccount.cox.net/internettools/email/email.cox

TiffanyR, yes I received an email response from Kyle earlier today (Sun Jan 24) along with a ticket number. Thanks for checking up on this. I can send email to the addresses marked as Inactive and can pop the email, but cannot get the error message to clear. I appreciate your team moving this along via the email route. Yes. TiffanyR said:Hello Gerrym, Did you get a response to the email? If not, can you email us again to cox.help@cox.com. I do not see any unanswered emails.

This is still showing 4 of my email address's as locked, and I cannot 'reset' them.

Internet Tools > email > locked account reset = not working for me

12 Replies

Replies have been turned off for this discussion

EdwardH
Valued Contributor
9 years ago
The accounts can have other issues tied to locked status whether it is security or server issue as well though you will normally get a email notification to the primary address if that is the case. We can take a look at the accounts you are still having issues seeing what has gone on with them though. Please email us at cox.help@cox.com and we can investigate it further for you.

---
gerrym
New Contributor
9 years ago
The error message is in RED and States the Mailbox Locked for Inactivity, as I clearly stated above. I am the logged in as the primary account and have never had any issue clearing this situation out logging in as that user. I will send an email to the address you provided, need to get this remedied. Also... there link for Internet Tools > Edit Email Accounts does not seem to appear in any of the dropdown menus any longer. Unless I am missing it. This link: https://myaccount.cox.net/internettools/email/email.cox
gerrym
New Contributor
9 years ago
I now believe these locks could be due to password errors but cannot confirm that. Waiting to hear back from the help email. I say this because on all accounts that are "Locked for Inactivity" I can still pop the mail. There could have been an older machine running here on my home network that tried to pop mail for several of these accounts and had the password incorrect. Jury will be out until I hear from the help email. Thanks.
gerrym said:
The error message is in RED and States the Mailbox Locked for Inactivity, as I clearly stated above. I am the logged in as the primary account and have never had any issue clearing this situation out logging in as that user. I will send an email to the address you provided, need to get this remedied. Also... there link for Internet Tools > Edit Email Accounts does not seem to appear in any of the dropdown menus any longer. Unless I am missing it. This link: https://myaccount.cox.net/internettools/email/email.cox
gerrym
New Contributor
9 years ago
TiffanyR, yes I received an email response from Kyle earlier today (Sun Jan 24) along with a ticket number. Thanks for checking up on this. I can send email to the addresses marked as Inactive and can pop the email, but cannot get the error message to clear. I appreciate your team moving this along via the email route. Yes.
TiffanyR said:
Hello Gerrym,

Did you get a response to the email? If not, can you email us again to cox.help@cox.com. I do not see any unanswered emails.
gerrym
New Contributor
9 years ago
This is still showing 4 of my email address's as locked, and I cannot 'reset' them.
Tecknowhelp
Valued Contributor II
9 years ago
Have you heard back from Cox's email team, or where ever they sent it? Only been 2 business days since the 24th, so they might still be working on it.

Also, do you need the email in the inbox or address book for those usernames? If not, a simple work around may be to delete the username and recreate as new. Getting them released correctly is optimal, but if you just need one for say a password reset email, deleting and re-adding may work for you. Just know it comes with a small risk of losing the username, how ever I would think it very unlikely for someone to try to create your exact username during the 20seconds or so it takes to delete and recreate.
gerrym
New Contributor
9 years ago
well... I received an email yesterday late, that request my PIN, phone number with area code, physical address as it appears on my bill, account holders full name. Ah... would YOU have given up all that in an email? .... yea.. neither did I. My home phone is a Cox line they should have that on their records. Are they trying to verify I am who I say I am? Good security policy, poor implementation. The request said there was some information I have provided that is incomplete or incorrect. ?? Betting this has something to do with the fact it was my sweet wife who opened this account 31 years ago.. .I'm just listed as a co-owner or co-account holder or something. Yea... suspect that is the issue?
Tecknowhelp said:
Have you heard back from Cox's email team, or where ever they sent it? Only been 2 business days since the 24th, so they might still be working on it.

Also, do you need the email in the inbox or address book for those usernames? If not, a simple work around may be to delete the username and recreate as new. Getting them released correctly is optimal, but if you just need one for say a password reset email, deleting and re-adding may work for you. Just know it comes with a small risk of losing the username, how ever I would think it very unlikely for someone to try to create your exact username during the 20seconds or so it takes to delete and recreate.
ColleenD
Moderator
9 years ago
gerrym,

Was this information request received in response to emailing cox.help@cox.com or some other email address at Cox? If the email you received was from cox.help@ cox.com, the forum moderators work those emails. Our team would be required to verify certain account information to address, explain or resolve some issues.
gerrym
New Contributor
9 years ago
Collen, The email was from CoxHSI.Services@cox.com in response to a help.cox email. I have a ticket number of (KMM24052102V48748L0KM.. Why any of this requires me to do anything else... well I'm not sure. If there is a security concern Cox needs to implement 2 factor authentication on their Internet Tools portal. Really. Call me on my home number, you all have it.. it is a Cox number. Why is this continuing to be delayed? Its been way too long. Gerry-
ColleenD said:
gerrym,

Was this information request received in response to emailing cox.help@cox.com or some other email address at Cox? If the email you received was from cox.help@ cox.com, the forum moderators work those emails. Our team would be required to verify certain account information to address, explain or resolve some issues.
EricaW
Former Moderator
9 years ago
gerrym, for security, it is important that you initiate the contact related to account inforrmation. Please email us at cox.help@cox.com and we can investigate it further for you. -EricaW