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Legacy Roadrunner account visible to reps but self-service reset fails — need relink + reset

Drchill72
Drchill72 Posts: 1 Rookie
in Email

I'm trying to recover my wife's legacy Roadrunner email account. We're active Spectrum internet customers, and the Roadrunner address is on that same account.

Here's where it stands, so we can skip the usual troubleshooting:

  • A phone rep confirmed they can see her old Roadrunner account on their end, so it still exists and wasn't purged.
  • We used it no more than 48 hours ago, so it is still active.
  • The self-service password recovery errors out on the email-and-zip step. The zip is correct and hasn't changed in 25 years, so this isn't a data-entry problem — the account doesn't appear to be provisioned as a resettable Spectrum ID.
  • I spoke to a rep for about 30 minutes but was hung up on.

Could someone from the email team please link this legacy Roadrunner address to our active account and send a password reset to the phone number on file? That's the step that resolves accounts stuck in this state.

I have the email address, account number, and phone number on file ready to provide by private message. Thank you.

Answers

  • William_M
    William_M Posts: 1,725 ✅ Verified Employee Moderator

    Hi @Drchill72, welcome to our community! I can see multiple roadrunner accounts which are linked already, but the passwords have not been changed since the migration to Spectrum.net which is a requirement. Unfortunately we are not able to remotely reset the password, you will need to utilize the self-service portal. I just tested the portal with your information (Full email address as the username, and your zipcode,) and it takes me to the next screen without error where you verify your identify by selecting to receive a text message, email, or call. Instead of username and zipcode there are options to enter your phone number, the email address, or your account number and security code. If none of those are working I recommend clearing your web browsers cookies and cache or trying from a different device.

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