Can not access my charter.net email account

Gtribe5

All of a sudden my Dad hasn't been able to access his @charter.net email account. There service is under my name so I called them asking to reset the password, which they did.

I tried to login to webmail at https://webmail.spectrum.net/mail/auth but after entering his account info it redirects me to login to https://www.spectrum.net/login/#/?targetUrl=https://mail2.spectrum.net, I try login with his email and the password but get the error message "The info you entered doesn't match our records. Please try again."

I called tech support again and they tell me that his @charter.net email doesn't have a mailbox created, which can't be right cause I've sent an email to his account and I don't get a bounce back email. He has had this email for over 10 years and all of sudden it just stopped working, does anyone have suggestions on how to get this fixed?

James_M

Couple follow up questions:

1. Have there been any recent changes to the account? (ie moved, service changes)
2. Any recent changes to his internet services?
3. When was the last time he accessed the email or logged in and sent an email from the account?

Gtribe5

No changes to his account or internet service. He would check his email daily from his iPad and all of a sudden he wasn't getting email on his ipad. Tried restarting the iPad but still the same problem.

James_M

Thanks. I sent you a private message so we can gather some additional information needed to investigate this issue.