ezmark
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Re: Outlook 2016 continually prompts for username and password constantly and will not sync
On May 4, "Larry" apparently succeeded in fixing my account. Whatever he did, the problem stopped. On May 11, it resumed. I am in the market for a new ISP. Any suggestions? FWIW, a few days after the problem was seemingly fixed, I sent the following email to "Larry": * * * Larry, I did not respond to your voicemail or email sooner because I was waiting to see if the problem recurred. So far, it has not. Whatever you did, I thank you for it. Nothing tried on my end at the suggestion of Cox techs worked. On your voicemail this morning, you said you “migrated [my] email account to another server.” I would like to know more precisely what was done so that, if the problem recurs, I can inform any techs I talk to in the future. When I suggested to the techs I talked with that migrating my account to a different server might solve the problem, they dismissed the suggestion out of hand, one going so far as to say it wasn’t worth trying because it couldn’t possibly work. If this is a known issue with a known solution or workaround (which my experience shows it is, what with you migrating my account to another server), Cox should notify its customers through its website and user forum and perhaps even directly. If the problem is something that customers cannot fix themselves but has to be done at Cox’s end (as my experience again demonstrates) and cannot be solved all at once but has to be phased in over time for all users for whatever reason, Cox should let us know that, too. That way we will know what to expect and won’t waste time trying to find and implement solutions on our own. Cox should also “put the ‘help’ back in ‘help desk’” (as we used to say at the tech company where I was an executive) and make sure its own techs in Tier 1 and Tier 2 are informed of the issue, solution, and timetable so they can give consistent, informed responses to customers who reach out for help. I should not have had to send an email to the company president to get a satisfactory resolution. Thanks again. You can be sure that I will reach out to you again if the problem recurs. * * *0Views0likes0CommentsRe: Outlook 2016 continually prompts for username and password constantly and will not sync
Cox credentials popup issue Monday, May 01, 2017 2:34 PM At 10:33 AM Pacific time today I sent an email to Cox president Patrick Esser, along with a link to this thread and a screen shot of the "Enter your user name and password" popup window. At about 2:30 PM, "Larry" from "Cox corporate" called me in response to that email. He said he was going to refer me to "Tier 2 support." I said ok, but explained I had already been to Tier 2 on 4/17. He put me on hold to get someone at Tier 2 and explain the issue to make sure they understood. He put me on hold for over ten minutes. At 2:44 PM he came back on the line, said the Tier 2 tech was looking at the info, and asked for another 30 seconds of patience. 2:46 PM Larry came back. Tom with Tier 2 came on the line; Larry signed off. I stepped through all the Outlook-Cox email settings again with Tom. They are still all correct. Tom said he didn't know what was wrong. He asked if Microsoft had said it's not a problem on their end. I explained that everything I had read about this indicated it was a Cox issue. I neglected to say that Outlook experts (local, not with Microsoft) had tried everything they could think of, including creating new profile(s). I refrained from saying that telling the customer to go somewhere else first is just ducking the issue, that if I went to Microsoft they could do the same thing and send me to Cox first, that the company I'm paying $60 a month to should help first. Tom said he was not familiar with this problem and said he needed to forward it to the "email team." I told him that this had already been done on 4/17 and that I had yet to hear from them. He said, "All we can at this time is wait for a response from the email team." It could take weeks or even months, he said. He said he doubted that migrating my account to different server would do any good. He asked me if there was "anything else [he} can do to help." I said no. The call ended at 3:06 PM. Conclusions: I'm in exactly the same spot I was in before, and a solution is not in sight. Have to go now. The message just popped up again. I don't even bother entering my username and password anymore. I just move the popups to my second screen.0Views0likes0CommentsRe: Outlook 2016 continually prompts for username and password constantly and will not sync
Just to report that as of today the server-username-password prompt messages persist for me, and I never received the promised call back. Cox really needs to step up and acknowledge the problem and give a timetable for correcting it, on this forum and its website (I just checked again and saw nothing there) and through some direct communication with customers (you have email addresses for us, right?) who are or may be experiencing the problem. Waiting for people to complain is the worst customer service.0Views0likes0CommentsRe: Outlook 2016 continually prompts for username and password constantly and will not sync
For months (maybe a year), I have been having the same problem as many people on this forum: an intermittently recurring popup asking for username and password affecting ONLY cox.net email addresses. I just took the step suggested by one of the people on this thread of calling Coxcustomer support and opening a trouble ticket and spending about half an hour or more trying to fix it. I was referred to "Tier 2," which took me through all the steps that I and everyone else on this thread have gone through, without solving the problem. Tier 2 thinks theproblem is a server sync issue (we changed the password several times, and it seems to be changed in one place but slow to change inanother; the password setting seems to be getting "lost" or "unstuck" somewhere. He also noted that the problem does not occur on one ofthe three accounts, and that account Tier 2 noted was on a different server, to which Cox is apparently migrating. So maybe the problem IS solved by moving all of us to the (new?) server. Sorry, I'm not a tech so I don't understand the language sometimes, but it seems clear to me that this is a Cox server issue. Tier 2 has now referred it to "email support" and promised a call back within 24 hours. I sent Tier 2 the link to this forum thread, and he forwarded it to email support. I asked him to include in his report my belief that this appears to be a known issue at Cox and that it is solved by the server migration that is going on and that they are ignoring the complaintsbecause it is too difficult or too costly for them to fix all at once. I also said that they should be acknowledging the issue and notifying users about it or at least posting information about it on their website. We'll see what happens.0Views0likes0Comments