Lost neo.rr.com Email Address

Hdubya

I had my neo.rr.com email address for at least 15 years. Last night, it was discontinued and I was issued a new twc.com email address. I was not notified that my email address would be changing and I'm locked out of access my neo.rr.com email address. I only found out that I'd been issued a twc.com email address when I contacted support who told me my account is associated with a twc.com email address now. Did anyone else experience anything like this?

James_M

Hi & welcome!

When was the last time you were able to access the @neo.rr.com email?

Hdubya

Last night.

James_M

Thanks. Are you able to manage your email when you go to selfcare.rr.com? Are you able to access email from the webmail portal?

Hdubya

No, from neither. I get an error saying -

"The info you entered doesn't match our records. Please try again."

I tried following the link to reset the password then it says the MAC id doesn't match what's on file but when I talked to a service rep in the chat box they confirmed the MAD id I was entering is what's on file for my account.

When I tried to test sending a message to my neo.rr.com email I get the following error -

"The email address you entered couldn't be found. "

It's like my old address has been deleted.

Jaleesa_F

If you log into the email with the new email address are you able to the see old emails there?

Hdubya

Nope, everything is gone.

Jaleesa_F

Did you access your email via Webmail? Or were you using a mail client such as Outlook?

Hdubya

I was syncing in Outlook, accessing it via my phone and occasionally logging into Webmail. All had worked fine until last night.

Jaleesa_F

Are you getting an error in Outlook when trying to send/receive mail with the rr.com address?

Hdubya

User name or password incorrect.

Jaleesa_F

Thank you for answering those questions, I did try on my end and got the same error. We did sunset the rr.com emails some time ago and we did notify customers of the coming change. I am not sure why your rr.com email remained active all of this time but it should have been disabled a while back. I certainly understand the inconvenience that this is causing, my apologies for the poor experience. You would need to start using the TWC.com email address that is associated with your account.