Is My Old Roadrunner Email Account Gone?

pedrothelion

I have an old Roadrunner email account I've been accessing for over 20 years. The service account has been inactive for roughly around that amount of time (probably only had internet service to the account for 1-1.5 years from what I recall). I accessed the email account nearly daily via Spectrum/Roadrunner-hosted webmail web client as well as through third-party email clients (mostly Outlook/Thunderbird) with the same email credentials up until around October 2025 when I began having trouble logging in with the credentials.

Thinking that there might have been a change in password requirements, I used the self-care website to update the password to something much more complex. This seemed to work; I was able to access my email account up until around the week of 21 December (+/- 1 week) where I could no longer log in, or might be able to log in every other try. I've attempted to log in and reset the password nearly daily since then, but the self-care website looks a little different than it did previously and I continuously receive error: "The info you entered doesn’t match our records. Please try again, or choose a different method to confirm your account. IDIR-1023."

I contacted email support via telephone and the representative stated the email account doesn't show as existing from their end and that common procedure is to deactivate the email account 30-90 days after service account is inactive (which clearly didn't occur in the case of my old email account). Additionally, they stated that there was a migration that took place around the time I started to experience email access problems.

I will continue to attempt accessing this old email account (as well as resetting the password) hoping that I might be able to access it at some point. As an additional effort, I am asking the question in this Community support section - Is this email account truly gone? Is there any way to "recover" the email account or access the emails that were in the email account?

Thank you in advance for reading my question. I'm hoping perhaps someone reads this and is able to provide a solution.

James_M

Hi & welcome!

I was able to locate your account using your registration information and I can confirm that there is not a Spectrum associated email connected with your account. Your current preferences show a gmail.com account for communication.

Email was a free service that was associated with an active internet subscription. Beginning in 2024, we stopped offering email to customers that were classified as new customers. This includes customers who had previous accounts and either moved or closed the account and opened a new one. It looks like your current account was opened after this change took place.

In October 2025 we completed an email transition and purge. Email management for existing customers was transitioned from the webmail portal to the spectrum.net portal used for online account management. During this process, "orphaned" email accounts, or email addresses not associated with an active account were set to be deleted. Once they are deleted, they are unrecoverable.

If you have any other questions, please let us know!

Mo_S

@pedrothelion,

I've sent you a message so you can confirm the email address you're trying to locate. It appears they weren't able to locate the email when you called in previously, but we just want to make sure it's not anywhere pending deletion since it was able to be accessed somewhat recently.

JuneMar

I have similar issue. I have an old roadrunner email account which I was able access my account last December. I recently purchased a new phone and now I am always prompted with password incorrect: Enter the password for the IMAP account roadrunner.  I attempted to sign in to spectrum webmail but I received error: "The info you entered doesn’t match our records." Tried to reset password with forgot password but I received "This site cannot be reached" from self-care portal.

Is there any way for me to access my email account from roadrunner? I do hope that someone can help me find a solution to this. Thank you in advance!

Melissa_G

Hi June,

Legacy email accounts have been transitioned to Spectrum.net. I have sent information via text message to the phone number on your account designated to receive billing/service updates. This will assist you in updating your password. Once you have done so, you should have no issue updating the information for the mail client you're using on your mobile device. Please let us know if you need further assistance.