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Have followed all instructions and still can't access rr.com email

Simplify4
Simplify4 Posts: 8 Spectator
in Email

I'm a long-time rr.com email user and Spectrum internet customer. I understand changes that have recently been made. I've read and followed all posts, the Spectrum announcement instructions, etc., but cannot access my rr.com email. I never received the instructions email that the Spectrum announcement mentioned. How do I get my rr.com email linked to my Spectrum account so that I can access my email (if, in fact, that is what I need to do to get my email)? TY

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Comments

  • William_M
    William_M Posts: 1,652 ✅ Verified Employee Moderator

    Hi @Simplify4, welcome to our community! I'm sorry for the trouble accessing your email. Are you able to sign in at Spectrum.net using the email address as the username?

  • Simplify4
    Simplify4 Posts: 8 Spectator

    Hi, William - Yes - I tried to log in at Spectrum.net using the full rr.com email address as the user name and using my rr.com email password as the password (the rr.com password, not my Spectrum account password) and got this message: The info you entered doesn't match our records. Please try again or select Forgot Username or Password. IDID-3104.

  • William_M
    William_M Posts: 1,652 ✅ Verified Employee Moderator

    Have you tried using the "Forgot Username or Password" option? What happens?

  • Simplify4
    Simplify4 Posts: 8 Spectator

    When I click the forgot username/password link, it gives me several options from which to choose to confirm my account. 1. When I choose Username and zip, I put in my rr.com email address as the username and my zip code. This leads to three options to verify my identify - text, email, or phone. I didn't want to choose email since I can't access that. When I choose text or phone, it shows last two digits of phone number. These #'s are not my current phone number. So I don't think I can use Option 1. Option 2 is entering a phone number. When I enter my current phone number, it just gets hung up (I'm assuming because it doesn't have my current phone number.). Option 3 is email address. Don't think this will work since I can't access my email. Option 4 is Account Info, which asks for an account number and security code. I'm not sure what this would be for my rr.com email. I signed up for it almost 30 years ago! I don't think my Spectrum account info would work here because that won't get me to the rr.com email, correct?

  • William_M
    William_M Posts: 1,652 ✅ Verified Employee Moderator

    Are you able to sign in with the primary username? From there you'd be able to check the account number and security code, as well as update your contact phone number.

  • Simplify4
    Simplify4 Posts: 8 Spectator

    I am able to do this. I just did it using my spectrum login information. That allowed me to change the phone number and get the acc number and security code. I then logged out of that. I then was back on the spectrum.net login in page. I clicked the forgot username/password link and entered the account number and security code to do the verification. That led me to a screen saying multiple usernames were found and I had to select one. The first is labeled Primary and is a @spectrum.net I don't recognize. The second is labeled Standard and is my rr.com email address. The third is labeled Admin and is a very old rr.com email address that we haven't used in many years and didn't even remember we had. Which one of these should I select?

  • Simplify4
    Simplify4 Posts: 8 Spectator

    I went ahead and selected the standard rr.com option. That just circled me back to a prior screen. I went back and selected the Primary Spectrum option. That took me into a screen to create a mailbox for a new spectrum email address that was showing. So, I did that, thinking that maybe I needed to create that Spectrum inbox for the prior rr.com emails to come over to the spectrum inbox. Unfortunately, all that did was create a spectrum inbox under a new email address with none of my old email information showing. What should I try next?

  • Edward_T
    Edward_T Posts: 573 ✅ Verified Employee Moderator

    On the www.spectrum.net website, you will want to use the password on the rr.com email account. If you do this with your main Spectrum login then you will not get the proper options to reset your password. Once you have done this then you can log into the account on www.spectrum.net to reactivate your mailbox.

  • Simplify4
    Simplify4 Posts: 8 Spectator

    Ok. So, could you please confirm what I am supposed to enter in the Username field of the Spectrum.net website along with the rr.com password?

  • Edward_T
    Edward_T Posts: 573 ✅ Verified Employee Moderator

    You will want to use your full rr.com email address in the username field when attempting to reset the password and when you log into the site.

  • Simplify4
    Simplify4 Posts: 8 Spectator

    Woo-whoo! I'm all set. Thank you so much, Edward, and to William, too, for all your help and patience on this. I greatly appreciate it!

  • Edward_T
    Edward_T Posts: 573 ✅ Verified Employee Moderator

    That is great to hear that you were able to get it working again. If you need any further assistance then reach back out to us.

  • Simplify4
    Simplify4 Posts: 8 Spectator

    Thank you.

  • Edward_T
    Edward_T Posts: 573 ✅ Verified Employee Moderator

    You're welcome.

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