Spectrum Email Conversion Oct 2024 - now can only access my email through Spectrum.net (Webmail)

abcdh

Spectrum completed an "email conversion" on Tuesday 10/15/24 (Per my phone discussion with Spectrum support on Friday 10/18/24)

When my husband logged into Spectrum online on Thursday 10/17/24 to make changes to our television package, he was prompted to change the account password

Upon changing the account password on Spectrum website, he noticed that he now had visibility to my nycap.rr.com email account (he says this was new…the password for my email was not the same as our general account password prior to this)

Once that action was completed on the Spectrum website, I immediately lost the ability to send/receive email through my traditional means: Outlook on my desktop computer, and the Mail app on my iPhone & iPad

Spectrum support told me that as part of the email conversion, there is now one password for our entire account (including email) and that all I need to do was update the password in my email apps (to the password that my husband was prompted to establish on Spectrum site on 10/17/24)

HOWEVER: updating the password does not work! I've updated the password for both the incoming & outgoing mail servers several times over in both Outlook on my desktop and the Mail app on my iPhone & iPad.

I've had 2 unsuccessful phone discussions with Spectrum support. After the first, I was told that a ticket was opened (on 10/18/24) and to "give it 24 hours and then it will be fixed". It's been nearly a week. No fix, no follow up from Spectrum.

Please, does anyone have any guidance? Has this happened to anyone else? (Spectrum support tells me it is not a known issue)

Jilliana_M

Hello @abcdh and welcome to the Spectrum community page!

We are so sorry to hear about your recent experience with the email conversion and would be more than happy to help! Once you were able to change the password, did you receive any error messages or were you just experiencing issues with sending and receiving emails only? With our ticketing system, we usually request a 72-hour turnaround time, so I apologize the incorrect timeframe was given.

abcdh

When I attempt to change the password, I get an error message - please see descriptions below.

In Outlook on desktop: After changing the password (for both incoming & outgoing servers), a box pops up to "Enter Network Password". I fill in the password, hit OK, and the box just pops right up again.

In Mail app on iPhone/iPad: Box pops up that says "Cannot Get Mail" followed by "The user name or password for "mail.twc.com" is incorrect"

Tyleen_Z

I do apologize for the ongoing issues. The server settings may need to be updated as well as the server is no longer set to TWC. You can go to this link here to see if those settings are correct for your Outlook and the Apple mail app.

-Tyleen

Katala2

I've been to that link and I've never been able to get Spectrum's email to work on my iPhone. I still don't know why.

But, backing up, the only reason I even tried to set that up is because I can't get to my email on my laptop. When I go to charter.net it redirects to spectrum.net, and I find no place there to get to email. I did some research and discovered email is no longer offered to new customers, but I've had Spectrum for around 3 years or so? Granted, I haven't been into my email for quite a while, but that doesn't help me FIND it.

I tried using the chat thing for help. That was useless and did nothing but frustrate me more. I've had trouble with everything today and still have not accomplished the original task, from 2 hours ago!

So, my simple question (that the chat couldn't answer) is what's the IP for the charter.net email? (Like one that gets me directly there without all the hoops.)

Sorry to butt in, but I'm very tired of this at this point.

Katala2

Sorry, I meant URL not IP. That's what happens when I get frustrated over a 2 hour period. lol

Tyleen_Z

I understand the frustration. You can try going to this link here to access your email. It is not the preferred way but it should link you to the email service directly.

-Tyleen

ateti

Have you been able to get this resolved? Mine started acting up yesterday. Can use the old webmail just fine. Outlook, iPad and iPhone just started getting UID fetch errors when trying to get mail. It happens off and on. Also, the new webmail which is on the account services page gives me intermittent errors as well, that say " Server Error, We are unable to fetch your request. please try again"

Tried online chat but they keep insisting that the problem is with my email clients.

cozy_js

HI. Did "abcdh" get the issue resolved? Sudden similar issue this morning. Couldn't log into email through Outlook (using Win10 on desktop) nor through webmail on phones or tablets. Called a rep and they said we can only get it through the account login at Spectrum.net. Saw that we got emails yesterday afternoon saying our Username was retrieved, another saying password was reset, and a third saying changes to account were made (nice to get emails about things that prevent us from getting emails ) Rep said this was done by spectrum for the "conversion". OK, yes, we can see them now on Spectrum.Net… BUT

But now going back to Outlook (Win10 desktop), I changed the password to our Spectrum account login password (the Rep said to do that), but it still won't connect. The "Server" was still pointing to "mail.twc.com" (which the link "Tyleen" provided (https://www.spectrum.net/support/internet/mobile-email-setup) should still be OK as I have a rochester.rr.com email address).

But, Tried changing the Server it to "mail.spectrum.net" and "www.spectrum.net" or "spectrum.net" and still no good.

Also, leaving the server as "mail.twc.com", I tried changing incoming/outgoing ports to those mentioned in the link "Tyleen" provided… Changed Incoming from 143 to 993, and Outgoing from 25 to 587. No good (it just sits there and gets hung up on a "We're getting things ready" message).

Spectrum: Is there a link showing proper settings for Outlook 365 on Windows 10 for your new email arrangement? Thx.

cozy_js

Hi.. Positive update. I got on the horn with another Spectrum Rep. After trying the same things I mentioned above, he put me on hold. Then he came back and said he simply changed my password and asked me to try that. Before doing so, I asked if this is changing my Spectrum.net login password and he said NO…just the email password. (I told him the other rep said that they had to be the same). First he sent me to Webmail.spectrum.net, and it worked fine! ….. then I put the new password into Outlook (left mail.twc.com as server, and the ports as the original numbers) and it finally worked and my emails were downloaded.

So, I was given BAD information…..It was WRONG that my new email password was simply my spectrum account password, and WRONG that Webmail won't work anymore. Jeepers….

To close the loop, I went back to Spectrum.net and logged in. That password is NOT changed (as this latest rep assured me). So, as before, we have two different passwords (one for account log in, another for email log in.).

So, this "conversion" process by Spectrum reset my email password yesterday, but it was never given to me. That's all I needed but because of being mislead spent hours this morning wasting my time.

ateti

Cozy, I have same exact issues and it started yesterday. Was told it is third party problem and I need to contact them. Microsoft, apple and thunderbord email clients all showing intermittent problems with connecting to the spectrum IMAP server. I am a legacy brighthouse/twc user.

mgilkerson

I'm having the same problem, that occurred the same day as the OP, and I do not believe Spectrum customer service is properly addressing the issue. I have spoken with two CSRs, and chatted with another … they refuse to admit that it is a Spectrum problem. I've been a customer for nearly 20 years (RR, TWC, now Spectrum), and the email service has gotten progressively worse.

Spectrum support stated that their email/webmail system is working perfectly and claims that the problem is with my computer and devices. So, according to the Spectrum tech, two different Apple systems (iPhone, IOS 17.7 and iPad OS 16.7.10), and an Acer desktop computer (Microsoft Outlook 2016), all failed at exactly the same time. I actually couldn't believe the Spectrum tech said this out loud, since it sounds so ridiculous. Could the problem possibly with Spectrum's incoming/outgoing TWC servers? Of course not!

Good luck getting anyone from Spectrum to help with this. I have removed the Apple Mail apps from my iPhone and iPad, reloaded the apps, and checked and rechecked the mail server settings (port numbers, server names, etc). I've deleted the account in Microsoft Outlook on my desktop PC, then added the account back, verified all settings several time, still no joy. I've changed my Spectrum password a couple of times to make sure I was using the same username/password combo on all devices, still not working.

Any other thoughts would be appreciated, but I'm not holding my breath.

ateti

Mgilkerson, I've done all those steps too, yet they insist it is a problem with Microsoft and Apple. Lol. I even tried Thunderbird mail client, and getting same errors. Mainly UID fetch failed

mgilkerson

cozy_js: Thank you for posting the positive update. Now, my question is how to change the email password itself. I had previously searched for this on the Spectrum.net site and could not find it. The only password that users can change in their account settings is for the main spectrum.net login. I had three different Spectrum techs ask me to change my Spectrum password, and make sure I was using the same one on my email apps, but none of them ever said anything about two passwords (Spectrum account and email).

ateti: Please see post from cozy_js on November 2 that begins "Hi.. Positive update", and good luck.

Tyleen_Z: If there is an "email" password that is separate from a user's main Spectrum.net account password, how do users change this? Do we have to call Spectrum tech support and hope we get lucky and get the same tech that helped user cozy_js, as noted above? Any suggestions, or better yet, a link to the email password reset page, would be appreciated. I've already spoken to three Spectrum techs, and none of them were able to help. Thanks.

ateti

Mine seems to have fixed itself overnight. I can now get my emails on my windows desktop, iPad and iPhone.

wonju

Happened to us this morning. Our account password is now our e-mail password and our e-mail password is now our account password. We did not change either. If you have issues logging into your spectrum e-mail (outlook, I-phone, I-Pad), try using your account password.

Hoosiergirl47

This thread is really interesting. After a brief Spectrum email outage in NYC last week, I could no longer access email on my phone. Laptop and Webmail fine. Went through the whole thing with phone tech about resetting email, using same password for both email and Spectrum account…still no resolve. Told it was my phone provider…it's not.

I'm still trying to get it straightened out. Webmail is trash. Can't scroll to the bottom of a message on my phone. At least I can still access via laptop, but it's going to make travel a pain in the ass if I can't grab email via my phone. Bookmarking in case anyone has any solutions.