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Third party mail apps not working after changing password

jstepan79
jstepan79 Posts: 1 Newcomer
edited November 6 in Email

Now that I changed my password as instructed to do so by Nov 11, I can no longer use a third party mail app to get and send email (and I updated the password in the mail app). I can only get and send email through Spectrum.net.

Is this a glitch in the system or is that the way it's going to be from now on?

Comments

  • Tyleen_Z
    Tyleen_Z Posts: 989 ✅ Verified Employee Moderator

    Hello! Welcome to the Spectrum Community!

    I do apologize for the issues you are having with third party mail apps.

    We are limited to what we can do as we have no control over third party apps. You can go to this link to make sure the settings are correct for the app you are using to access the email. If the email service is working fine through our website though that is as far as we can troubleshoot as we cannot troubleshoot another company's product.

    -Tyleen

  • mbruce
    mbruce Posts: 3 Spectator

    This is not a 3rd party app problem, I too lost connection to mail.twc.com from multiple platforms (new Outlook, classic Outlook, iOS mail) immediately after changing my password. I even tried installing Thunderbird app as it has a few more security options to tweak when configuring the incoming/outgoing server settings. The consolidation of email servers to the Spectrum system has clearly locked out some customers and Spectrum tech support is pointing the finger at 3rd party apps while they try to figure out what's going on. I even tried changing my PW 6 times so I could revert back to the original PW that worked for 25 yrs, but that didn't work. What's odd is that Thunderbird apparently found a configuration in the Mozilla ISP database that links my xxxxx.maine.rr.com email address to a "mobile.charter.net" server. That conflicts with the instructions posted on the Spectrum website and what I've been told by tech support, which is my email is routed thru mail.twc.com So I'm just going to hold off until the 11th and see if Spectrum techs get the transition completed and fix the customer database issues that they clearly initiated with the required PW change. Eventually they will have to fix it or loose thousands of cable internet customers at $85/mo.

  • Mo_S
    Mo_S Posts: 337 ✅ Verified Employee Moderator

    @mbruce,

    I was able to test changing the password for one of our rr.com email accounts through spectrum.net and was still able to access the email account via third party mail app once the password was updated in the mail app account settings. Incoming server remained mail.twc.com with port 993 and SSL/TLS security, outgoing was also mail.twc.com with port 587 and STARTTLS security type and sign in/authentication required enabled.

    To see if it was something with your account specifically, we also tested yours successfully. Server settings were done automatically, but matched what was listed above for our test account.

  • mbruce
    mbruce Posts: 3 Spectator

    OK, so some progress here but only with Thunderbird, with the following settings; mail.twc.com / port 993 Connection Security : STARTTLS Authentication Method : Normal Password Advanced Settings-IMAP server directory ______ (left blank)

    Outgoing Mail Server ; mail.twc.com / port 587 Authentication method: Normal password Connection Security; STARTTLS

    So I've gotten past the "password incorrect" roadblock, but only with Thunderbird.

    With these settings Thunderbird will show "connected to mail.twc.com…" however, no messages are downloaded. I used another laptop with a corporate mail server and sent a msg to my xxx.maine.rr.com address using the Spectrum web portal mail3.spectrum.net/user/mail/…. I can see that email was delivered, so the inbox is still working, however Thunderbird doesn't download any msgs. My iPhone generic email app and MS Outlook still don't get past the password incorrect, despite using the same config noted above.

    So, this leads me to believe the whatever is meant by "Normal Password" authentication in the Thunderbird app is different than what Microsoft Outlook is using (not configurable by end user) or IOS generic mail app which does provide alternate encryption options, none of which worked as they were apparently rejected by the server outright. I'm new to Thunderbird as of yesterday, however, it's open source so perhaps I can dig deeper with those developers b/c Microsoft tech support is useless.

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