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Update Password b4 Nov 11 3rd party app support is problem on their end
I have (2) .rr.com emails that I had to reset my password for because of the 11/11/25 password change deadline. Sorry for the rant and if you want a quick summary of the details, check the end. This whole process I went thru was horrible and does not address the issues. And looking at this Forum to see others with the same issue, doesn't give me much confidence. Since support won't do anything about the situation I'll just add the posts here in hopes the mass number gets there attention. Sorry I'll have to break this up into several posts since it has a character limit.
Some support seems to aware about the issue but for some reason they are refusing to at least say they are bringing it to higher ups attention thru the several log computer chats I had with them which included a person in the Leadership role. They have one workaround that is not safe.
This was my experience. My first issue was the whole process of updating the email password asks me to login to the account on Spectrum which doesn't accept my credentials even though they are the same ones to login to my webmail. When I did a forgot password, it was coming back to the main account holders cell phone instead of mine so I thought I had to login to the main account and there was a option to update the email passwords there. I got in contact with the person who is currently traveling and got access to find there was no option there. I did a forgot password and needed that person to verify with a code several times to get both my account passwords updated. We aren't sure why main account holders Name, email address and phone was listed under my Spectrum accounts. These accounts are very old though. Nothing in their email notification said we were losing any method of email access.
After the password change I could access the mail thru the Spectrum.com portal page. I lost access to webmail.*.rr.com page with both old and new creds. I tried my gmail which was already setup with a POP configuration. It doesn't like my credentials.
Comments
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I jumped on their chat support and first got someone that kept thinking I was trying to reset my password. So I asked to get escalated to their supervisor. The person in a leadership role then got on. They were able to confirm my suspicion that when I updated my password, my email was migrated to charter.net. I would them assume the authentication server would be different to the old webmail and 3rd party email access which makes sense to lose access to them. I was fine with losing the rr.com webmail but I asked for the new server settings to authenticate with charter.net or spectrum.net but that didn't work. The info I was sent for the POP mail was the same setting I originally had mail.twc.com on port 995. I don't thick they understand how authentication servers works so it's not they're fault. But someone hasn't provided any new info there.
The rep then said they currently have a workaround for this. It's to reset the password just for the webmail account. This means webmail and Spectrum are currently 2 different accounts. I tried to reset the webmail password thru their processes they provided of going to https://selfcare.rr.com/login or which is suppose to be where you can reset only the webmail password. So while not logged in on either webmail or spectrum.com and opening either like, it takes me to https://webmail.spectrum.net/mail/auth or to login to Spectrum account. If you are logged in on both and try to go to the site, it takes you to on the later link which has no place to reset your webmail password. The webmail forget password link does the same thing. So the process here to reset the webmail password is broken. It just sends you to Spectrum.com security page.
Edit: had to add weblinks back that got lost in copy paste
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The rep then set a password to my webmail and provided it to me. This worked to get both the old webmail and google POP3 working without making any changes other than password. There is a big issue here. A permanent password that is generated manually by a person that can see the password and is providing it over chat is not a secure practice. Especially when the customer doesn't have the ability to change it themselves afterword's. This puts liability on the person setting the password in the event the credentials become compromised even through no fault of that person. This could be someone else seeing it thru security cams, spy cams, someone around just seeing it, intercepted thru chat or logs, etc. This is why reset usually is done by a system sending a temp password that immediately gets changed by the user. I wanted this to go higher up to see if they have a way to at least have the system to send me a generated password. But they feel this workaround is enough not to reach out.
As a result of this I asked the rep to disable my webmail user access while leaving access to it via spectrum.com which was confirmed can be done. I asked for follow up after they fix the issue and her response is they don't do follow ups and the only solution is I'm suppose to keep trying the password reset method till it becomes available. But the issue is, I'll still need to contact them again to get my webmail account reenabled. They won't do anything for the customer that they inconvenienced.
During this whole process they are treating the situation is solved since they were able to get me in with a manual password as they have no other ways of addressing the issue regarding password reset. I kept trying to get them to see if there is a way me or them could report the issue higher up. To me the webmail password reset issue needs to be immediately addressed even if this is just a stop gap until the fix the greater integration issue. I even mentioned that this kind of thing isn't even communicated to the customers is the biggest issue. It only mentions that we can check the email through the spectrum site after the password update and nothing about what was lost. And nothing emailed even after they already got customers reporting on it. I know the Spectrum business side has a ticketing system and they keep in touch till to address customers issue but this is in regard to a consumer account. What terrible support.
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After a little while, I logged back in to check my email I get a Server Error for and couldn't access email on several browsers. So I had to reach out to support again. After trying to get verified under the user I was logged in under to get support, come to find out they were verifying a different main account. By the time I got the main account holder to verify everything, it started working again. I let them know I want to verify with another browser and the rep just closed it as resolved instead. It worked in another browser but I hope this isn't a sporadic issue.
Summary
My issue still isn't solved and who knows when they will fix it. My guess is this forced password change seems to be a disguise to migrate mailboxes or at least the authentication from older non-charter hostsnames into the Spectrum.com account but wasn't fleshed out properly. As a result now there are 2 different authentication's that aren't lining up. And there doesn't look like they didn't have any planned any secure workaround to address it or even being communicated. You would think if the 3rd party email server settings changes are required even those would be communicated ahead of time so people can change it after they update their password. You can try changing your webmail account password (not Spectrum account Password) to see if it works for you or you can ask support to set you a password that's your choice to accept the risk.0 -
Hey @SoulShaker, welcome to our community!
I'm sorry for the trouble with our email and representatives. Originally email and the My Spectrum passwords were separate, but they are being linked so the password reset is required for them to both sync up. Instead of logging in directly through webmail, you log in at Spectrum.net and can still access a webmail page through the "Check Mail" link. I agree a manually provided password from our rep should not be your permanent password. You can change it at Spectrum.net by selecting "••• More" on the side panel to the left, "⚙ Settings", and then "Sign In & Security". You can also use the My Spectrum app. No methods of access are being lost, just changed a little. Your email domain is also not changing. I understand this has been confusing for some and I'm sorry for the inconvenience.
POP3 has not been the suggested server setting for a long time, so in addition to having a new email password that your mail client needs to be updated with, you might also have other outdated settings. I recommend making sure each email can still be accessed at Spectrum.net, if so then remove the email account from your mail client and re-add it with these email server settings and your new password.
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@William, shouldn't something prevent you from having a different password for webmail especially when in Spectrum Mail > Settings > Account Info: The password section says this.
Password
Your Spectrum email password is the same as your Spectrum account password. To change this password, please visit your account settings.Change Account Password
The link takes me to Sign In & Security now. Earlier it was taking me to Spectrum > More… > Settings > Your info. Sign in & Security doesn't have my phone to choose from even though it's on my account. It gives me the main user on the account though. I can get the verification from them but just letting you know since this is been buggy and I have to annoy the main account holder to update my own password. This worked for the first account support changed the webmail password on. Gmail and https://webmail.spectrum.net/mail/auth) worked.
My second account initially asked me to verify access to Sign in & Security which I originally only had 1 phone number option for. Then after I verified, it asked me to verify again but there was 2 phones to choose from (same 2 options as my other account). Attempted to change my password and it was throwing a error that it couldn't do it at this time. I opened a new browser and relogged in and verified once this time and was able to change my password. But the problem is it doesn't work for webmail or 3rd party like my other account. I tried changing it a few times. Webmail shows: The info you entered doesn't match our records. Please try again. Maybe when they set my password manually it triggered something that relinked it on my first account. So currently my second account still can't access email except directly thru mail3.spectrum.net
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@William_M oops, I didn't include the full username to reply to you in my previous post. Please reference my previous post for my updates.
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Previously the mailboxes and My Spectrum usernames had seperate passwords, we are just now changing it. Moving forward it won't be possible to have different passwords but at the moment it still is. If you can't sign in to the second account at Spectrum.net please try resetting the password again using the "Forgot Username or Password?" option which should sync them up, you may need to use the listed verification options but once you get logged in you can update your phone number under the "Your Info" section of settings.
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I've done all that on the second account which is the same steps I did on the first account. You didn't provide me any new steps. Also both my accounts after doing the initial password reset that started all this, I had already updated Name, Phone, and email under "Your info". That does not fix the problem of Sign In & Security not showing my phone number as a option.
"Forgot Username or Password?" on spectrum.net was the first thing I did in order to get into both accounts and do the initial changing of my password that started all of this. The second method of using "Sign In & Security" was you all wanted me to do after that which doesn't work either.
Just to entertain you, on my second account I just now reset my password again using "Forgot Username or Password?". Webmail gets the same error so it's still isn't syncing the 2 account passwords.
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Can Spectrum please give us the configs we need to use when we do all this? I use Thunderbird, and I need to go into the settings and make the changes referred to for the “webmail.” I need the configs. If I’m reading this right, when we go to spectrum.net with a browser, it may be a different password than we use with webmail version. I have been using rr.com for many years. I need to know how to make this transition. We need someone at Spectrum to send us typed up configs we use when we make these changes. What do we do for the browser access? What do we do if we have email clients like Thunderbird?
And, most of all, I think we need an extension. Many of us will not be able to meet the 11/11/25 deadline!!!!! I’m having surgery this week, and all my email will be halted if I can’t solve this within the next 2 days. Spectrum has created a situation that is untenable for so many of us.0 -
I agree with the general tone of the above discussion. All of this Q@A is tedious and unhelpful. I've used POP3 with Outlook on Windows (not the Outlook web version) for years without issues. The setup was originally done using a document on the "Time Warner" website that detailed all of the settings for both POP and IMAP. I tried IMAP but had issues with Outlook so chose POP3.
What customers should expect is an updated document with all of the necessary settings for those of us that use common apps such as Outlook to handle our email.
A similar document should detail settings for iPhone and Android users.
Lastly, the November 11 timeline given to customers to complete this task is unrealistic. I did not receive the deadline notice until I received an email on 11/6! Given all of the issues outlined above I'm reluctant to take any steps until Spectrum provides better guidance and training for their staff.
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I agree with Rick_77. What I'm wondering is what is going to happen if we don't change our passwords by 11/11/25? We are scrambling to fulfill the requirement, and like Rick, I've only known for a few days.
What happens if we miss the deadline?
And, how do I do the configs for Thunderbird on my desktop (Mac)? I need to access my email using Thunderbird. I can't just use the browser version. How do I change the configs? We need a set of specific directions.
- I currently have the server name as: mail.twc.com What do I put now?- outgoing server: port is 587
- connection security is STARTTLS
- server type: IMAP
- server name: mail.twc.com
- server port: 143
- We need configs. Not everyone is tech savvy!!!!!
- We need configs. Not everyone is tech savvy!!!!!
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I can understand the frustrations. We currently are using IMAP for email. You can visit the following site for the mail settings you should be using for the email.
This is required because we are doing an upgrade on our email servers. Resetting the password now will prevent you from having trouble access after the upgrade is complete.
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I went to spectrum.net
Am I to assume, if I configure my Thunderbird settings on my desktop to the following, I will be okay?
- Username: Your full Spectrum-provided email address
- Password: Your Spectrum-provided email password
- SSL: On
- Protocol: IMAP
- Incoming Port: 993
- Outgoing Port: 587
- Requires Authentication: Yes, or checked
Also, do we change the password on all the sub accounts we may have created over the years?
I'm the only user, but I have made different email addresses for different purposes. Do I change one, master password, or each account individually?0 -
Obviously resetting passwords now is NOT working. Most of us have changed our passwords and are now locked out or cannot use our email clients that we have used for years with no problems until we changed our passwords per Spectrum's instructions. I changed all of our passwords and can log into the new spectrum.net website and all but one can still log into the old webmail portal just fine. The email that cannot log into the old webmail portal is not able to use the email client anymore. It finds the server but says email and/or password is not correct. The server is rejecting the new password just like the webmail portal is saying it is incorrect. I did not need to change any server settings in my email client just the new password for the email that is working. I am still using the POP settings for roadrunner.com.
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4seas,
Can you please tell me if you reset your passwords on the specttum.net website AND on your email client?
I'm trying to determine if I have to do it in two places - on Spectrum's website and on my Thunderbird email client on my desktop. I assume I have to do it in both.
If the password reset is not working, and there are so many people complaning, is Spectrum going to give us an extension? I don't see any notice about an extension. Are they leaving us in limbo?
This whole thing seems so poorly organized. I even went to the local Spectrum store tonight for help. I was told they only do sales. They cannot help customers with this email transfer. They said they used to be able to access and change our passwords, but they can't even do that any more.
I'm wondering how Spectrum can leave all these customers without access to their email when 11/11/25 comes. And, we only had a week (or less) notice!!!!!0 -
ferra,
I know!! It is CRAZY! Years ago, when our emails were changed from adelphia.net to roadrunner.com there was no problem.
Anyway, I reset the passwords on the spectrum.net website. When I used my em client it prompted for new password. It worked fine for the one email. I did not even need to change old POP server settings. When my em client prompted for password for the other email it says server is rejecting password. I tried several different server settings, IMAP and SMTP, Ports etc… My em client has an auto fix diagnostic, but the server keeps rejecting the one email and password credentials.
The email that is not working for me cannot log into the old webmail portal, so I can't even have those emails forwarded to my accounts that are working. It keeps saying "The info you entered doesn't match our records. Please try again." But it will log into the new Spectrum.net. I don't see how 2 of my email accounts work and the other does not work.
Good luck!
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So, to confirm, POP3 will no longer be supported?
If so, for Outlook, will the POP3 email accounts have to be deleted before new IMAP accounts are added or can they reside side-by-side until I can confirm that IMAP is working?
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Hello @Rick_77;
It is possible that the old POP3 settings will work for the time being but we have been recommending customers use IMAP. IMAP operates very similar to POP and you may not see much difference in the usage. Most mail programs including Outlook will allow multiple profiles including the old POP profile and the new IMAP profile.
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Could you please give the correct IMAP settings for a roadrunner.com email. The settings listed on Spectrum's support page and the settings that the CHAT rep gave me do not work for the email that is locked out of the webmail portal. The email account that works on the webmail portal is still working using the old pop-server.roadrunner.com. When my em client finds the server it says my credentials were rejected.
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The correct email server settings for our email system can be found by clicking on the link provided. If the information provided is not working with your email client, I would recommend reaching out to them for further support to see if they have any suggestions. I also recommend trying to log on using our webmail through spectrum.net to see if you have access to your email content by clicking "check email". -Lyn
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@4seas,
I've changed 3 of my email settings on my Thunderbird. It works with two of them, but not with the 3rd one. The settings are exactly the same. I keep checking the settings. Not sure why it works with 2 of them and not 1 of them. I keep getting message that it failed.
Also, what happens if I change the password on my "main" email account - the "master "or the "admin" one? Do we change that one too? Or will we lose all capability of accessing the admin account?
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Lyn_T,
The link you provided does not take me to settings, but I have been to the settings page many, many, many times. It has the same settings listed that CHAT rep provided for me. They do not work. It is NOT the eM client because it works for my other roadrunner.com email that was originated and in use at the same time.
The email that is not working will log into the spectrum.net website, but not the webmail portal that is going away. Before the password change, it was using the webmail portal just fine. Obviously if email and password are not working for the webmail it won't work for the eM client. The new password only works with for spectrum id stuff that I do not need to use. I don't have Spectrum tv service, just internet. I pay the bill through my bank or the primary user login. I just need the email that is not working to work for email and nothing else.
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ferra,
I'm not sure what would happen for you. I changed my "admin role" email and 2 "standard role" emails. My "primary role" does not have an email box setup. It was just a username that I logged in to pay my bill. I always used the settings in the webmail portal before all of this.
I only lost access to webmail and eM Client with 1 email account. The other 2 still work fine. I did not even need to change server settings on my eM Client, just the password and it works fine.
I've tried all settings with the email account that doesn't work, but eM Client tells me the server rejected my credentials. Probably because Spectrum webmail is saying "The info you entered doesn't match our records. Please try again." If the email and password doesn't work for Spectrum, it's not going to work for a 3rd party app.
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4seas,
I've only changed 3 ID's so far. I was afraid to try it. I had to call support last night for help.
But, I'm saying I got 3 of them to work when I used the browser and logged into spectrum.net.
However, 1 of them will not work with my Thunderbird client. 2 of them work; and 1 does not, and I'm positive I have all the configs the same.
By the way, I found out one thing I wasn't sure of when I called. If you have name@nycap.rr.com, then you use mail.twc.com. My email client was changing it to charter.net. I had to manually make sure it didn't. When I called support, they told me to be sure and use mail.twc.com.
Also, I used- Incoming Server Port: 993
- Outgoing Server Port: 587
- Incoming server SSL/TLS
- Outgoing Server STARTTLS
If I put SSL for the outgoing, it didn't work.
I hope this helps others.
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I too changed my password on my 2 emails that Spectrum said to change by Nov. 11, 2025. Lost access and connection to email server for POP and IMAP . It was all working fine before the change of password. You would think just updating the new password in the mobile eM app and or PC email app would be all that is needed. Wrong! I trie re-entering all info for POP or IMAP using the mail server from Spectrum.net, no help. Called support they claim it's the app, when in fact it was working prior to the force email password change for the upgrade. Need a solution! Spectrum has dropped the ball and cause a big inconvenience! I tried mail.twc.com with proper port settings, etc. Nothing works with apps, only the web login. SMH
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