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Is the TWC email just gone??
Hiya,
I've spent the last 24 hours trying to troubleshoot my mother's TWC email issues. She uses Mail on iMac. When the email address stopped working last year, I was able to sign into webmail and confirm that the account was fine, I just had to fuss with the settings on Mail to get it working again. This time, the webmail says it my login information is wrong but any attempt to reset the password just redirects me to the general Spectrum site, where changing account information does not affect the TWC email at all. I can't find any reference to webmail anywhere on her account's page on Spectrum. I've sent test emails to her from multiple email accounts of mine and they have been kicked back as undeliverable with an "unknown To" address once mentioned, indicating that the account is just … gone.
Did they finally stop supporting this ancient address? If not, how would I even begin to get this fixed?
Best Answer
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Good morning @tbrent and/or @lakarent!
I'm pretty sure this is a simple fix just related to the ID's being inactive, but just to confirm everything, I'm going to be sending you a private message. I'll include both profiles as well as our @Community_Help page, so the rest of our team can see the messages as well if needed.1
Answers
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Hi @lakarent
Email was a free service that requires an active internet subscription and is no longer offered to new customers. There was a migration that was completed in October where remaining active email access and management was moved from the webmail portal to spectrum.net and customers with existing legacy emails (TWC and roadrunner) were encouraged to move to the spectrum.net email domain. In order for email to be migrated it would need to be associated with a current, active account and she can check if this is the case by longing in to her my account on spectrum.net. Otherwise, it will be difficult to troubleshoot further without her contacting us to verify her account information. However, for a starting point, have there been any changes to the account? Has she moved or cancelled service or opened a new account at a different address? This may include any moves or changes in the past year or prior to the initial trouble accessing email. If this is the case, then the email may have been purged during the transition and would likely be unrecoverable.
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Thank you for the quick response! She does have an active account and there has been no interruption to her internet or cable service. There have been no changes made to the account for years, other than adding myself to the account as an "admin" at some point to help her troubleshoot and make service requests.
What should I do now? If there is a more appropriate line of contact for this I'm happy to switch over to that, but am very grateful for your help so far.
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We are able to locate account information based on your registration information. We can only locate the account information for the profile created (so we can locate yours, but not hers). The easiest way would be to have her create a separate Community profile using her spectrum ID and either starting a new post or just reply on this post. Once there is a reply with a profile created with her account credentials, we can take a look. We have team members that are experienced with the legacy emails and we can check to see if the email was purged and if it can be recovered.
Thanks!
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Thanks. I think I might have misunderstood the original question. The second profile still links to the same account as the first profile. Is the @twc.com account you referenced linked to the account you used to register? There are two inactive @twc.com accounts, one begins with a T and the other begins with a C. Is your mom's email the one that begins with C? (since this is public, please do not list the full email for privacy reasons). If it is then I didn't realize that your moms email was on the account used to register. I am also seeing that there is a primary email that is an @insightbb.com email. This may be part of the issue because we now require all emails to be the same domain. Anyway, if you have access to the @insight email, and if the @twc.com email is the one you need enabled, please let know and I can have one of our specialists take a look for you. They will reply here, usually within a business day.
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Hi @James_M. I don't blame you for the confusion. It is a genuinely confusing situation. Buckle in.
My parents are in their late 70s and have separated, with my father continuing to pay for the account but my change-averse mother being the actual user at the address. I added myself as a secondary user onto this account to help her.
The TWC email address in question IS the one that starts with T- my father's name, for my father's account, which is the only account my mother has access to, although I've been trying to get her away from it for years now.
I'm not surprised at all if the Insightbb email account is a big part of the issue. When Insight transferred to TWC, my parent's Insight email address became how they logged into TWC's site, despite then being provided a new TWC email address that they also used. They used both accounts interchangeably for a while until the insight address was finally discontinued. But at some point in there, TWC was acquired by Spectrum and their really, really outdated email address from the Insight days became their login information for Spectrum. For years my dad has said he doesn't have access to his Spectrum account because he can't access the Insight email address, but he hasn't cared about getting it fixed because it was on autopay. In my frustration of trying to make sense of their problem and account in the last two days, I've reset his password and changed the primary contact email address to the one he ACTUALLY uses these days, a Yahoo account starting with C. After doing that, though, I see that old Insight email address is still on the account.
To summarize, I don't think the insightbb email address exists, or I can't find a way to access it anyway. As far as I'm aware it hasn't existed in many years.
I hope that makes some sense. Again, I'm just grateful to have a human to describe this mess to.
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We are looking for you to create a profile on this page that uses an the Spectrum login for the affected account. So far both profiles that were created are linking to the same account. If your Mom's account does not currently have a login for www.spectrum.net then you can create one on www.spectrum.net. Once a profile is created then you can create a profile that links to the account. Once you do that then add a comment with that new profile and we will be able to look up your Mom's account and see what needs to be done to activate her email account.
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Hi @Edward_T. There is no second account for me to log in to. My mother uses this account, and this is the account that was attached to the TWC email address that she relied on. I can add her as a user on the Spectrum page, but I can't use her TWC email address as that user without being able to access that account.
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Does your mother live at a separate service address than your account?
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Sorry for the ongoing confusion. Usually, when we get a situation like this where a customer is helping a parent or a family member, the parent is on a separate account. Now that it is sorted, so we will keep working on the email issue today. I believe it is a simple matter to re-enabling emails. We may need to send you a private message to confirm some additional details (such as full emails).
Reading your explanation again, another suggestion I would make is that you may want to consider doing an account takeover. The account would be in your name, and your father can still pay the bill, and your parents could be authorized users on the account. This gives you full control to make changes and the process is made fairly simple by going to a Spectrum store with the account holder (your dad) and you both show ID / drivers license and sign a form. it is just something to consider, and can be done anytime but does not impact what we are doing with the email.
Look a for an update later today and we will post here or if we need more information, send a private message.
Thanks for your patience!
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Thank you very much. I saw the takeover option when I got into my father's account and definitely had that thought as well. I'll talk to him about it later.
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Please look for a private message (go to the envelope icon on the upper right corner, you may need to refresh the page first). One of our Senior Specialists sent you a private message with some additional information.
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Looks like everything is sorted and should be working as intended again.
Let us know if you are still having issues with the email and definitely reach out anytime you have service issues or questions.
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