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I'm posting here because I have had 3 phone calls with cox customer support over the last month and they have been unable to resolve the issue I am having even though they first agreed that it was an issue on the backend of their server.
I can login to webmail.cox.net with my cox email and password, no problems.
I cannot access my cox email through any imap device. I have tried an iMac, iPhone, iPad, and Android devices, at my own home and from different locations on different wifi networks. So I know it is not an issue with my devices. I have also triple-checked the imap server settings, and ensured they are exactly according to cox's requirements: imap.cox.net , secure port 993, etc...
The first cox customer support agent also was unable to access the account via IMAP either. That support agent was able to somehow get it working, but never followed-up to say how. And it worked for 1 week, and now the same issue has happened again.
I have even tried changing my cox account password completely, and I am able to login via webmail.cox.net everytime, yet any attempt to login via imap with the same login details is rejected by cox as an invalid username or password.
Can someone at cox please look at my account on the cox server backend and determine what is causing this? It is extremely frustrating to get locked out of email for a month like this.
Thank you for your help!
Thank you so much for your reply and for checking it on the backend. What you describe about it not showing any imap login attempts must be part of the problem, as I assure you, I have been trying to login via imap for weeks, and from a few different devices.
The last Cox rep I spoke with on the phone on Friday also tried to login via imap and was unable. Once she saw the same issue and realized that it wasn't me entering a wrong password or something, she opened an escalated ticket.
Last night the password that I've been using to access email through the webmail interface stopped working, so I assume someone at Cox has been looking at it.
I had to reset the password again so that I could login and post this reply. And again, the webmail accepts the new password, and imap does not.
I appreciate your help. This is so frustrating to be taking weeks to get resolved. Let me know any info you need from me or anything I can help with for diagnosing the issue.
Thank you for understanding. I have tried both including and excluding the @cox.net in the userid, with the same results.
Each rep at Cox who has tried adding the imap on their end has seen what I'm talking about, and they immediately say they'll create an escalated ticket to have someone look at the issue, but I haven't heard back on any of those escalated tickets.
If you or anyone at Cox wants to reset the password and try adding the account via imap to any device, you'll see what I'm talking about.
Let me know any other information I can provide.
Per your request I sent an email to Cox on the 25th and Stephanie responded that she'd create an escalated ticket. I followed up with her a couple days later but still have not received a reply or any update on the status of this.
This is now 2 weeks I've been without email on my devices.
Thank you for any update you can give me on the status, and any expeditedness you can put on this.
On a whim today I tested adding the imap account again and now it is working. I'm frustrated that I never received a follow up from Cox letting me know that it was resolved or what the original cause of the problem was. I'd appreciate knowing what the status of the ticket is and how it was resolved in case it happens again (as it has happened twice in the last 2 months) and also to be able to help others if they have a similar issue.
I appreciate your reply and letting me know that this was a known issue on Cox's end. I will reiterate though, that I called in and spoke with at least 10 different Cox reps, over the course of 3 weeks, and not one of them ever said that this was a Cox issue. Each rep gave me the boilerplate responses to verify the imap server and ports and password was correct on my end, which I did and it was, and I told them over and over again that this is not an issue on my end.
That is very poor customer service that no one on the phone, and no one online would acknowledge that it was a known issue on your end, or even now explain what it was.
Additionally, no one from Cox ever followed-up with me on this. I had to discover it was fixed on my own.
Is there an address I can mail a physical letter to outlining my experience to provide as feedback? This was the worst and most frustrating customer service experience that I have ever had.