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Issue with Third-Party Email Clients
We've identified an issue affecting a small number of customers who can no longer access their Spectrum email via third-party mail clients (such as Outlook or Thunderbird) after changing their email passwords via spectrum.net when notified to do so.
EDIT/UPDATE - If you changed your password previously and lost access to a third party mail client, please reset your password once more via spectrum.net. If you're still unable to access afterwards, please comment below for moderator assistance.
Comments
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I am having issues after changing password as requested by Spectrum and can no longer access my email through 3rd party mail client. Please help. email is (REDACTED)@san.rr.com
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Hello @j_hoey;
I checked your email account and it is not properly assigned to your billing account. I am sending you instructions on how to link your email account to your billing account. After it has been linked, I would recommend you reset the password. If does not correct the issue then reach back out to us.
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Please disregard. It appears my issue with Outlook has been resolved.
I changed my password on Monday (11/10) and can no longer access my email via Outlook or on my Apple devices. Any assistance to resolve this issue would be appreciated. Thanks!
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Phil_B,
My email that starts with c****@roadrunner .com is the only account not able to work with my 3rd party mail client anymore.0 -
@4seas,
Your email has been sent for correction of the password type. I'll update this comment when it shows completed and ready.
Update: - this has been completed. Can you please try again? Another password reset may be needed via spectrum.net.0 -
Mo_S,
I just tried it on my 3rd party eM Client and it works perfectly!! I did not need to change settings nor the password for it to work.
I also tried spectrum.net and the old webmail portal just to see (even though I know the old webmail portal is going away and won't be needed) and it works on both of them also.
Thank you so much!!! I appreciate you taking the time to listen and work out the problem for me. Everything is fixed and working!!3 -
Good day.
I have 5 Spectrum IDs (primary ID and 4 IDs that are linked to Road Runner email addresses). As of now, 3 of the 4 email addresses are working fine with my third-party email client (Outlook) after I reset the passwords as requested in the emails I received from Spectrum. However, I just tried resetting the password for the 4th email address and Outlook immediately stopped working. I can see my email in Spectrum.net, but Outlook keeps telling me the new password is not correct (invalid credentials).
Can you please review the email address starting with “m” to see if it is affected by the issue?
Thank you.
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@m_win
I checked all of your email accounts to be sure, and 2 of the 4 with the wi.rr.com domain showed the password issue. I'm submitting both the one you mentioned as well as the one that ends in 97. While one may work, it's likely to experience an issue as well. As above, I'll update this comment when it shows completed.
Update - your accounts should be good to go. Please test it out and let us know if there's any issues. Another password reset may be needed, but you can test it first before changing again.1 -
THANK YOU for checking all of my email accounts! The “m” email address didn’t work right away with Outlook so I reset the password again as you mentioned. Now it is working! So I also reset the “97” email address just to be safe. Everything seems to be back to normal now. Fantastic!
So with the password fix that you made, if I change my password in the future for one of the Spectrum.net accounts under People > Sign In & Security, could that break Outlook again or should it be OK going forward?
Also, one other item, when logging into my primary Spectrum ID, all the recovery email addresses (which is the “m” email address) on the People tab say "Invalid". When I try to re-enter the "m" email address, it gives me an error that it doesn’t like the email address. How do I fix this or is this something you can do on your side?
Appreciate all your help.
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You shouldn't encounter the issue if you make additional password changes as it's changing the password type for the email account, basically updating the security/encryption method used so any changes properly reflect on both the spectrum.net login and the mailbox access.
I believe I've gotten that invalid contact listing taken care of. There is a verification process, but I've taken care of that part. Check it out and let me know. From my side it no longer shows as an invalid contact method.0 -
The primary account looks good now. All the "Invalid" messages are gone! Thank you for providing those details about the password type and future password changes too.
I think I am all set now. Thanks again for the quick responses and for taking the time to fix my accounts/emails!
Enjoy your weekend.
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I have a name@roadrunner.com email address which worked fine until I reset the password at spectrum.net as requested. I can use "check emails" at the spectrum.net webpage, but my email clients (Outlook and iPhone) can no longer access the emails even after changing the email password at the clients. The server response is "-ERR invalid user name or password". This seems to be a Spectrum issue related to the password, and I hope that a permanent fix or a workaround can be identified soon!
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@weary_roadrunner,
Checking the 2 email accounts, the one R***103 is showing an incorrect password type. I've submitted this to be changed and will update this comment when it's completed.Update: This has been completed. You can try your mail client again, but may need to complete another password reset via spectrum.net if it doesn't immediately work for you.
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I could not send any outgoing emails so I tried to reset the email account. I had to reset my password but now I no longer can't add my rr.com email to my iOS.
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Thanks, Mo_S. Spectrum's correction of the password type solved the problem without needing an additional password reset. I hope all the other users who have been unable to use their email normally over the past week are as happy as I am to have the issue resolved.
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@bltomono,
I have submitted 2 of your email accounts for correction. One starting with B and one starting with T. The T mailbox was inactive, so it was enabled as well. This will likely be corrected soon, but I can confirm for you on Monday. As with other examples above, you may need to reset the password after we've confirmed the password types have been changed. Some have needed to and others have not.Update: Your email account password type has been corrected and you should be able to access it via third party client.
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Changed all of my passwords several weeks ago and was initially not able to update passwords on my 3rd party client Thunderbird even with the assistance of your customer service, and so I gave up and uninstalled the client at that time. I found this thread today and decided to reinstall Thunderbird and give it another go because I have a e-comm business and checking spectrum.net for 4 accounts all day long is a pain! I was successful in setting up the emails in Thunderbird beginning with J, E, and S (the "d" account is my husband and not in my client) but am not able to set up the email beginning with R. Your help would be greatly appreciated!
Correction! I am able to receive emails on the three emails I was able to set up on Thunderbird, but I am unable to send emails with any of the three: J, E, and S.
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The email beginning with R was showing an issue with the password type and was submitted for correction. I'll update this comment once it's showing updated. As for the other emails being unable to send, you would want to verify the server and authentication settings. Are you able to log into spectrum.net access the email and send from there?
Update: The password type was changed and you should have access now. If you're still not able to access it via Thunderbird, please reset the password once more at spectrum.net.
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Mo-S: Thank you for submitting the R password type for correction! I've verified that I have the outgoing server and authentication settings correct as per Spectrum as: mail.twc.com. Port: 587. Connection Security: SSL. Authentication Method: Normal Password. Yes, I am able to log into spectrum.net to access the email and can send from there and have been successfully doing that since 11/7 when I changed my passwords. It would be a shame if I cannot fully utilize my 3rd party client though!
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Mo_S: Yeah! STARTTLS worked! Box came up that read "cannot connect to server" and I clicked the box below that that read "re-enter password" which I did and that did the trick! I had tried STARTTLS before but did not try re-entering the password that time. Okay, in business now for the three accounts, and so just waiting to hear from you about "R" it being updated!
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Have not been able to send email through Outlook for days since changing password. Get an error message saying incorrect encryption type. Receiving without difficulty. All settings are correct. Have spoken with technical support several times without resolution. Directed me to get support from Microsoft. Chatted with MS support twice for 4 hours total and they said it is Spectrum problem. Please advise. It is a nuisance to have to go to spectrum.net every time I want to send email. Did try deleting and adding back account but account couldn't be added back even manually. Had to do system restore on PC to get back ability to receive email. Still can't send. Told by Spectrum to wait another 24 hours for Outlook to synch with Spectrum after additional password change. Waited and still can't receive. I hope you can help.
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Hey @CherM, welcome to our community! I don't see you've been impacted by the known issue. I recommend trying to delete and add the email back making sure to use these email server settings. If it still doesn't work please let us know what the error message is verbatim.
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