Locked out of Roadrunner email account

jad4717 Posts: 4 Spectator

I’ve had a roadrunner email account for the past 20 years, and in the last six months I’ve been locked out of it - I didn’t change the password but it’s no longer recognizing my password as correct. When I go to reset my password it asks me for the MAC address associated with my account, which I definitely don’t remember. There’s no other way to reset my password and customer service has been less than helpful. Any assistance would be appreciated; this account is attached to virtually every other account I own.



  • Renee_T
    Renee_T Posts: 573 ✅ Verified Employee Moderator

    Hello @jad4717

    Welcome to our community! I'm sorry to hear about the email issues. The MAC address would be located on the sticker on the back of the modem. If you have access to the My Spectrum app, depending on the model of equipment you have, the MAC may also show in the Internet tab in the modem information.

  • jad4717
    jad4717 Posts: 4 Spectator

    Hi Renee,

    Unfortunately I no longer have the same modem as I did when I set up my email account 20 years ago. It’s not linked to the MAC address on my current modem as I’ve tried that route already. Any suggestions?

  • HT_Greenfield
    HT_Greenfield Posts: 539 Contributor

    Is that with your de facto primary email account or a self-created secondary one?

  • William_M
    William_M Posts: 882 ✅ Verified Employee Moderator

    It should be your current MAC address, not the one you had when creating the email. Make sure you are getting the MAC from the modem, as the router and other devices also have MAC addresses. It may be listed as the CM MAC or HFC MAC ID.

  • jad4717
    jad4717 Posts: 4 Spectator

    Hi William,

    I’ve tried every MAC address on both my modem and router. I’m still getting an error message saying “This info doesn't match our records for your account. Please check your entry and try again”. I just need the password reset. Can you help?

  • James_M
    James_M Posts: 4,386 ✅ Verified Employee Moderator


    I was able to locate your account using your registration information. I am not seeing a roadrunner domain email associated with your current account. I am seeing that your current account was opened about three years ago. Was the roadrunner email originally associated with another account or a previous account, maybe at a different address?

  • jad4717
    jad4717 Posts: 4 Spectator

    @James_M Yes! My Roadrunner email is most likely associated with the (unsure of previous or current) account at my parent’s home. This is a different address than my current account.

  • Jaleesa_F
    Jaleesa_F Posts: 221 ✅ Verified Employee Moderator


    That may be the issue. Is their account still active?

  • tspringer
    tspringer Posts: 1 Newcomer

    I have had the same exact situation. Very frustrating as I've got so many sources using this email such as medical offices for my out of state mother. I had no warning it just stopped working one day. Support for Spectrum indicated the email was closed down as it was tied to an old account I had several years ago. I still have Spectrum for my office but not my home. Very dissappointed I didn't get some type of notification. I spent almost 3 hours on the phone today trying to resolve.