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Legacy hawaii.rr.com rejects POP password that works in webmail — verified at protocol level

ashig
ashig Posts: 4 Novice
in Email

I have a legacy hawaii.rr.com address that stopped receiving mail in Outlook after a password reset. Sending still worked.

I've ruled out the client side. Connecting directly to mobile.charter.net on port 995 over TLS, outside of any mail client, the server negotiates TLS 1.2 fine and returns its InterMail POP3 banner. It accepts the USER command, then returns -ERR invalid user name or password for the same password that signs in successfully at webmail. No mail client, ports, encryption settings, or cached credentials are involved in that test.

I also tried mail.twc.com as phone support suggested. It accepts the TCP connection on 995 but closes it immediately when TLS starts, and fails on 110 as well.

This looks like the known issue where an email account isn't properly linked to the billing account, or the password type isn't set for third-party client access. Could someone check both on this account? Happy to send the full address privately.

Answers

  • William_M
    William_M Posts: 1,778 ✅ Verified Employee Moderator

    Hi @ashig, welcome to our community! We're aware of an issue impacting the ability to use Microsoft-based email clients. Our engineers are working to resolve it as soon as possible. In the meantime you can use a different email client or webmail.

  • HT_Greenfield
    HT_Greenfield Posts: 1,397 Contributor
    edited August 23

    What William said!

    P.S.: i take it that the server hostname literally needs to be none other than what "phone support suggested" …

    🔗 https://www.spectrum.net/support/internet/mobile-email-setup 🔍 👀

  • ashig
    ashig Posts: 4 Novice

    How will we know when the issue is resolved? How long do you anticipate it will take? days, weeks, months. Your answer will determine whether we move to a different client or continue working with webmail. Thank you.

  • Renee_T
    Renee_T Posts: 1,085 ✅ Verified Employee Moderator

    At this time we haven't been given an estimate on when fixes will be rolled out. There's not a specific timeline as a specific cause would need to be isolated and fixes would need to be tested to ensure they don't cause any further issues.

  • ashig
    ashig Posts: 4 Novice

    How will you contact us when you can confirm the issue is resolved? Will you include all relevant port and server data for the hawaii.rr.com mail retrieval with Outlook Classic 365?

  • ashig
    ashig Posts: 4 Novice

    Still hoping to get some insight on when this issue might be resolved. Thank you

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