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Third Party Support - Broken

sorscode
sorscode Posts: 5 Spectator
edited September 30 in Email

Original Road Runner user @columbus.rr.com

About three weeks ago, I wake up to find my e-mail no longer works on my iPhone, iPad or laptop all at the same time. So first thing that comes to mind when something like the breaks on multiple different devices is my account was taken over. Called customer support and they reset my password and I'm about to get into my e-mail via spectrum.net, but not mobile devices. That is great but would rather use a native e-mail client than "webmail". I've used the instructions online to setup my e-mail on my devices again, and keep getting invalid username/password every time.

I have talked to multiple customer service representatives on this, and get the same thing, issue must be your device, take it to Apple or other vendor. I decided, fine, even though I'm an Exchange Engineer and do this for a living, I'll do it. Apple came back with the same response after playing with it for an hour that issue must be with Spectrum.

I go back home, and decide to do a packet capture (ex-Network Engineer) and low and behold the issue is on the Spectrum side, the system is coming back with the invalid username/password even though I'm copying and pasting the password from my password manager and it works fine on the spectrum.net website. I know Spectrum is getting away from e-mail and I will eventually get away from using my @columbus.rr.com e-mail address onto something I host and don't need to worry about going away but in the mid-term I'd like to get the function back.

Comments

  • Jaleesa_F
    Jaleesa_F Posts: 650 ✅ Verified Employee Moderator

    Hi @sorscode

    Welcome to our Community Forums! Sorry to hear that you're unable to access your Spectrum email via third-party email clients, I'm happy to look into this for you. Have you tried manually typing your credentials into the Apple Mail rather than copy and paste? Also have you cleared the cache and cookies on the device that you're trying to use Apple Mail on?

  • sorscode
    sorscode Posts: 5 Spectator
    edited August 30

    @Jaleesa_F yes, I have tried manually typing as well as copy and paste. I have cleared cache and cookies on the devices, even though that only affects browsers not mail clients.

  • sorscode
    sorscode Posts: 5 Spectator

    FYI Settings Used:

    Incoming: mail.twc.com
    Port: 993
    SSL: On
    Auth: Password

    Outgoing: mail.twc.com
    Port: 587
    SSL: On
    Auth: Password

    username is full email address [redacted]@columbus.rr.com

  • Jaleesa_F
    Jaleesa_F Posts: 650 ✅ Verified Employee Moderator

    Thank you for that information. Have you tried with another email client to see if you have the same issue? The fact that you are able to log in and use the email via our server indicates that the email should be working fine. Are you Apple devices updated? Are you using the latest version of Apple Mail?

  • sorscode
    sorscode Posts: 5 Spectator

    Apple devices are on the latest, I have tried other email clients, like Microsoft Outlook, I have tried Windows 10 and 11 laptops, I have tried Android devices, I have tried a number of different email clients, every time the server responds back with invalid username/password. This is not a client issue, this is either my e-mail has been migrated on the backend and I need to point to new servers, or Specturm has changes something else on the frontend systems, that is out of sync.

  • sorscode
    sorscode Posts: 5 Spectator
    edited August 30

    Okay after chatting with an old colleague of mine that is now at Spectrum he gave me the down-low on how to fix and I can confirm it works. (I didn't reach out to him in the beginning because I hate using contacts like that, but desperate)

    If you reset your account via customer service to work on Spectrum.net, that will not fix your IMAP email for third part clients, it only allows you to use the Specturm.net website, IMAP (Third Party) will stay in a disabled state. So if your account gets migrated (must be something they are consolidating on, on the backend), you will lose access to IMAP. The way to fix, is once you have Spectrum.net working is to then jump over to "https://selfcare.rr.com" and login with the primary e-mail account holders account, then go in and reset the password for the account that isn't working. The key thing here is, it can NOT be the same password as the Spectrum.net website, or it won't work. This will unlock the account for IMAP again, and work as expected.

    I have tested this on my devices along with a bunch a friends and family members in the area all having the same problem and everyone is fixed.

    With this fixed, I'm going to start my process to move off of Spectrum/RoadRunner email like I should have years ago to something permanent. This will make getting recovery tokens and stuff easier than login to Spectrum.net every time.

  • William_M
    William_M Posts: 1,529 ✅ Verified Employee Moderator

    I'm glad you got it working! I completely understand switching to a dedicated email provider.

This discussion has been closed.

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