Lost neo.rr.com Email Address

Hdubya
Hdubya Posts: 6 Spectator
edited September 2023 in Internet 2023 Archive

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?

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Answers

  • James_M
    James_M Posts: 4,514 ✅ Verified Employee Moderator

    Hi & welcome!

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

  • Hdubya
    Hdubya Posts: 6 Spectator

    Last night.

  • James_M
    James_M Posts: 4,514 ✅ Verified Employee Moderator

    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
    Hdubya Posts: 6 Spectator

    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
    Jaleesa_F Posts: 275 ✅ Verified Employee Moderator

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

  • Hdubya
    Hdubya Posts: 6 Spectator

    Nope, everything is gone.

  • Jaleesa_F
    Jaleesa_F Posts: 275 ✅ Verified Employee Moderator

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

  • Hdubya
    Hdubya Posts: 6 Spectator

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

  • Jaleesa_F
    Jaleesa_F Posts: 275 ✅ Verified Employee Moderator

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

  • Hdubya
    Hdubya Posts: 6 Spectator

    User name or password incorrect.

  • Jaleesa_F
    Jaleesa_F Posts: 275 ✅ Verified Employee Moderator

    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.

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