Email problems

[CQ]

Ok, I am having a problem and the stupid Cox tech support sucks, they're no help. Here's the situation. Yesterday, I was able to check my email in Outlook (not Express) no problem, yet I had trouble accessing the web most of the day. Today, just the opposite! I can access the web fine, but Outlook keeps giving me an error message that says:

"Outlook is unable to connect to your incoming (POP3) e-mail server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP)."

So, after receiving this message for over an hour, I called Cox. The guy was nice, but not helpful. He said that it isn't Cox, it's Outlook. I tried opening Outlook Express and downloading my email into that, no luck. I can check my email fine on Cox's webmail, but that's a pain in the butt!

I asked the not-so-helpful kid at Cox to tell me the correct POP/SMTP codes, he did, same as I had already. I did not change a thing in Outlook, it was working fine, then *POOF* not working at all. I'm getting kinda pissed because I need to send a mail merge email through ACT, which uses Outlook, and it won't work!

HELP!!!!!!!!!!!!!!

Thanks in advance!
~Rebecca

 

[Ryanwb]

I got rid of Cox last year because the internet was always going down (I wish my wife.... nevermind)

Anywho, the last update pack came with diagnostic software. You can actually run tests to see if their e-mail server and or internet service was running correctly. If you have that installed, run the test and report back to the customer service guy what is going on. Cox pushes their 1st level support through a 1 week training course and pays them near minimum wage.... they basically read out of a manual what to say based on the information you provide to them

 

[CQ]

I got rid of Cox last year because the internet was always going down (I wish my wife.... nevermind)

Anywho, the last update pack came with diagnostic software. You can actually run tests to see if their e-mail server and or internet service was running correctly. If you have that installed, run the test and report back to the customer service guy what is going on. Cox pushes their 1st level support through a 1 week training course and pays them near minimum wage.... they basically read out of a manual what to say based on the information you provide to them

I could never go back to dial-up, but have thought many times about getting rid of Cox for that very reason. Any suggestions on other high speed int that is better and about the same price? I would hate to have to change my email address, because SOOO many people have this one and I use it for my CouponSense business! It would be a huge hassle! But if Cox keeps this up, I've either gotta find a new ISP or I'm gonna go postal!

I have no stinkin' clue if we have that diagnostic software. How would I find out if I do, oh Mr Ryanwb techie? (I posted this problem on this site because you always seem to be able to help everyone else w/their tech probs! )

We've actually had no problems w/Cox for quite a few months now, this is a first in a long time. But it doesn't make it any less annoying!

 

[Ryanwb]

Look around and see if you have a Cox disk laying around. It has the tools on that.... it installs some "thing" in your system tray. If not, run this by the tech next time you have to call into the help desk and see if they can send it to you. I am not crazy, I've installed it for a few people. Eventually if you call enough maybe they will send a tech out to you and check your cables. I really not familiar with Cox's architechture so being able to get on the internet and not your e-mail at the same time doesn't register to me as what the problem could be

Also, if you rent your cable modem from them, ask them if you can have a new one. I have known a lot of people that have had their Motorola "Surf Board" modems go out for reasons I have no clue (mine went out and that is when I told Cox to go pound sand).

I have Cable America for over a year and I have only once lost my service and with out me calling them, they were in my neighborhood fixing something. They are only available in Mesa I think.

 

[jw7]

This is fairly common with Cox. Outlook email goes out once in awhile, but it seems to always come back on after a bit.

 

[Ryanwb]

This is fairly common with Cox. Outlook email goes out once in awhile, but it seems to always come back on after a bit.

Does anyone know if Cox offers a different e-mail protocol besides POP? Maybe SMTP, MIME or IMAP???

 

[CQ]

Look around and see if you have a Cox disk laying around. It has the tools on that.... it installs some "thing" in your system tray. If not, run this by the tech next time you have to call into the help desk and see if they can send it to you. I am not crazy, I've installed it for a few people. Eventually if you call enough maybe they will send a tech out to you and check your cables.

Also, if you rent your cable modem from them, ask them if you can have a new one. I have known a lot of people that have had their Motorola "Surf Board" modems go out for reasons I have no clue (mine went out and that is when I told Cox to go pound sand).

I have Cable America for over a year and I have only once lost my service and with out me calling them, they were in my neighborhood fixing something. They are only available in Mesa I think.

LOL, the line, "look around and see if you have a Cox disk laying around" just cracks me up! You have no idea how disorganized our computer room is! My husband swears he filed our marriage license YEARS ago, haven't seen it since. I went downtown and bought a new one (needed it for insurance crap) hubby made a copy for the ins company, then came home, w/the newly purchased one in hand, and we haven't seen it since. Cox disks? Yeah, right. I'd have better luck finding my daughter's missing Barbie shoe in the back yard! ROFL! Anyhow, I'll call Cox again and have them send me a new one, this time, I'll keep track of it!

We bought a new modem and stopped renting theirs over a year ago. Since then, we've had nearly no problems. This one is a Toshiba cable modem, barely a year old. We have it going through a wireless router (so both xbox systems can have live on them! ).

I've never heard of Cable America here on the west side of the valley. Bummer.

 

[CQ]

Does anyone know if Cox offers a different e-mail protocol besides POP? Maybe SMTP, MIME or IMAP???

I was told that all they offer is incoming POP and outgoing SMTP.

 

[Ryanwb]

I was told that all they offer is incoming POP and outgoing SMTP.

Thats standard for everybody actually (guess that was a dumb question)

 

[CQ]

Thats standard for everybody actually (guess that was a dumb question)

LOL, we'll forgive you! Even you are allowed one mistake now and then!

 

[CQ]

Ok, so I called Cox again, this time got a guy who knew what he was talking about and wasn't just some dork that was given a headset to answer phones. Apparently there was some recent Windows update that has been causing problems for a lot of people. He asked if I have Windows firewall on, which we did. He then asked what antivirus program we use, Norton. He said that since we have Norton, we don't need the Windows firewall on. Sounds like this new update has been having problems with the Windows firewall. So I turned off the Win. firewall, and hit send/receive, and VOILA! I have nearly 200 emails in Outlook ready to be read/replied to! YAY! This guy told me that I probably turn on my computer and just leave it on all day. I do. He then said, "I bet you have your computer set up to do the live auto updates", and again I do. While I was away from the computer today, it must have auto updated Windows and that's when my email problems began. (I asked him about the internet problems yesterday and he said that there was a tech working on the lines yesterday afternoon, when I was having problems, in my area.)

So, to make a long story short My email is working again! YAY!!!!!!!!!!

Thank you Ryan for your help! :notworthy

 

[Ryanwb]

Yeah, that was my next guess

 

[CQ]

Yeah, that was my next guess

Yeah, sure. So you say.

 

[Chaz]

Calling Cox tech support is a little like buying a scratch ticket.


Sometimes if I get a bad draw I just call back again.


Glad to hear you got it fixed but it does seem a little strange for the windows firewall to block Outlook by default.

The trouble yesterday with the internet could have been the computer downloading the update.

Also you do have Norton firewall not just Norton Antivirus correct?

If you don't have a firewall you might want to turn it back on but allow Outlook to pass. If you have Norton Internet Security then you have the firewall otherwise a firewall is a good idea.

 

[CQ]

Calling Cox tech support is a little like buying a scratch ticket.


Sometimes if I get a bad draw I just call back again.


Glad to hear you got it fixed but it does seem a little strange for the windows firewall to block Outlook by default.

The trouble yesterday with the internet could have been the computer downloading the update.

Also you do have Norton firewall not just Norton Antivirus correct?

If you don't have a firewall you might want to turn it back on but allow Outlook to pass. If you have Norton Internet Security then you have the firewall otherwise a firewall is a good idea.

Yes, I have Norton firewall also. That one is on. Apparently before, we had 2 firewalls on! LOL!

I totally agree about Cox tech support. This tech guy even said to me after I told him about the kid who knew nothing that I had previously spoke with, "Yeah, it's like playing slots when calling tech support." Too, too true!

 

[Djaughe]

I got rid of Cox last year because the internet was always going down (I wish my wife.... nevermind)

lol....an employee the other day called to complain that his computer went down on him....I asked him whats wrong with that? He hung up on me.....

 

[Pariah]

OkHe asked if I have Windows firewall on, which we did.

Almost every Internet/e-mail problem I've ever had always starts with a damned firewall. Those things are from the devil.

 

[Pariah]

lol....an employee the other day called to complain that his computer went down on him....I asked him whats wrong with that? He hung up on me.....

The problem is it was "Cox."

Eww.

 

[SweetD]

Did we get this resolved.

 

[CQ]

Did we get this resolved.

Why yes, yes we did, thank you for asking. And I'm glad I was able to provide a thread to help with your post padding.

 

[Djaughe]

Why yes, yes we did, thank you for asking. And I'm glad I was able to provide a thread to help with your post padding.

You must be registered for see images

 

[CQ]

You must be registered for see images

 

[SweetD]

Why yes, yes we did, thank you for asking. And I'm glad I was able to provide a thread to help with your post padding.

Anytime