Connectivity
Connectivity and managing Your Comcast Business network
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Email Issues

We have one of our email boxes that is having trouble accessing the account ever since the change to the new Outlook.  His password keeps getting rejected.  He'll try changing the password and sometimes this works for a day, but then it gets rejected and just won't work at all.  This has prompted SEVERAL calls to customer service, they've reset the password several times, they've had me change his security settings from the admin screen, they've now had him PAY ANOTHER SERVICE to try to fix this.  I don't feel we should have to pay a third party to try to fix an email issue.  And it's taken them all day and they've not resolved anything yet or offered any insight into what the problem might be, other than it's not his computer.  Which we alredy knew.  I don't know who else to contact at Comcast, our previous sales contact is evidently no longer employed there and we're not getting any help from customer service any longer.  More than one person in customer service told us we were not the only ones experiencing this, but offered no solutions.  Our business is heavily reliant on emails and this is clearly not acceptable - any contacts anyone has would be greatly appreciated.

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Re: Email Issues

I've had something about the same in regards to outlook with the pasword issues. It started when I followed the Comcast email to activate my account (which since I've used it and logged in online should have already been anctived.)

 

It started last Thursday afternoon, I thought it was a glitch. Called Friday, Saturday, Sunday, Monday & Tuesday about the problem. I can sometimes log in on the website email starting last night (always have been able to log into the portal just not the email). But even that goes off and on. I have not been able to log into my email in Outlook since last Tursday even during the brief, random windows when it worked online.

 

Also, when I was able to access the online email-MANY were obviously missing. I don't go a day without getting multiple emails. I don't know if they're still on the server or have bounced back to the sender (causing other issues for mailing lists, etc...) but there were no emails after Tursday afternoon til Monday and parts of Tuesday.

 

I've tried windows update, and all things point to no issues on my end. I've tried chaning my password to my account and email (and back to the original just to be sure)-nothing works.

 

Everyone has been super nice when I call but I'm not getting any results despite reassurances. This started last Tursday, I called Fri Morn, it's now Tues evening. This needs to be corrected NOW!

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Visitor

Re: Email Issues

That's EXACTLY what's happening - he can log into the portal, but the actual email is letting him in sporadically and is messing with his email.  And everyone is very cooperative and friendly, but NO RESOLUTION AND NOW WE HAVE TO PAY SOMEONE ELSE - who have taken over his computer for almost 24 hours with STILL NO RESOLUTION.  It's to the point where we're going to have to look for another provider soon.  I can't even reach anyone in sales any longer.  I don't understand what's going on.

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Trusted Forum Contributor

Re: Email Issues

Hello johnniest and welcome,

 

If you are having these type of issues, it is imperative that you check your Manage Services.Email. View Domain Info and make sure that ALL email users are using the required Domain info with each of the email address account(s). This is especially true if you are a Outlook 2007 to Outlook 2010 upgrade customer because the Comcast 2007 to 2010 upgrade addresses have changed and your email account must be using the new POP, SMTP, or Exchange server address(es).

 

Hope this helps you out. 

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Visitor

Re: Email Issues

Yep - they even had an Outlook "expert" - the third party we had to pay - check it out.  It's just not taking the password.  The password works at the Portal but not in Outlook.  And it's hit or miss.  They can't seem to figure out why - they thought it was holding info, so they had him reboot, that worked once.  They thought it was the security settings.  That worked once.  It's like everything we try works - once.  Then it happens again. This Outlook expert even logged into his computer to try to fix it and can't find a reason for it.  They say it's nothing on his computer, but can't give us a reason why it's happening.  Now the expert said something about getting a "permanent" password.  Which doesn't sound right, security-wise.

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Trusted Forum Contributor

Re: Email Issues

Hey johnniest,

 

So, can you share some more details like the following:

1. is this Outlook Webmail or Client (Exchange)?

 

2. can you share the email address suffix like @XXXXXXX.YYYYYY

 

3. Is the users email server addresses setup up to that within the Business Class Portal DNS Info?

 

If this user is using webmail, has he/she cleared the browser all cache and cookies, passwords, etc. info?

 

Let us know this info so we can help out in the forum better.  Thanx much.

 

 

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Visitor

Re: Email Issues

Yep - they cleared all the cache and saved stuff (they said they did - they being the Comcast customer service people).

 

Here's how it works - we go to business.comcast.com.  Click on my account and log in - the emails were set up with our domain name (@charleslwellsiii.com).  Once we're logged in to the portal, you can check your email in a couple of different ways - the small envelope in the upper right hand corner or under manage services/email/check my email.  Either way, it brings up a new screen that takes us to Microsoft Exchange - the Outlook web app.  I log in that way at home.  At the office, I used PC based Outlook with no problems.  I don't have any problems at home.  It's only my boss that's experiencing this issue.  He doesn't use the PC based Outlook, only the web based Exchange/Outlook web app.  Uses the same steps I do.  He called again today and they were able to access it from their computers, but he still can't and they don't know why.  He can't access from his home computer either.  So they're checking something else and calling back.  But I'm not sure what they're checking now that they didn't check before.

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Trusted Forum Contributor

Re: Email Issues

Hey johnniest,

 

This is really a specific toughy and looking forward to finding the actual resolution for this issue.

 

Well as far as you "charleslwellsiii.com" domain I am seeing the following public records:

 

 

A216.87.186.68
 
MX10 mx01.biz.comcast.net.
10 mx02.biz.comcast.net.
50 mx03.biz.comcast.net.
 
CNAMENo CNAME record found.
 
NSadns.cs.siteprotect.com.
bdns.cs.siteprotect.com.
 
PTRNo PTR record found.
 
SOAadns.cs.siteprotect.com. hostmaster.siteprotect.com
2011080212 28800 7200 604800 300

 

These all seem fine and this one does not meet the correct CNAM instructions for adding a domain into Business Class Portal (BCP). I am not saying this is the root cause of your boss' issue, but just some food for thought.

 

This really sounds like a specific issue with your boss' computer. You might want to consider the following alternatives:

1. Have your BCP administrator log in and change boss' email account permissions to full control/administrator.

 

2. After 1., then reset boss' email account password.

 

If these do not work, then find out if he is running any non-2010 Outlook application on his computer. If he is and does not need it, de-install it and reboot his computer to insure deinstall happened correctly....we all know MS Windows.....lol

 

Lastly, please also find out what browser / version your boss is using on his computer. This should not be an issue but just don't want to leave any stone unturned.

 

Look forward to hearing back from you.  Thanx much.

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Visitor

Re: Email Issues

So true about windows!!  I'll check about old applications and check with Comcast on the other domain issue!  Thanks!!  I'll let you know as soon as something works!!

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