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« MSM live-blogs the Dem debate: Instareporting; video at ABC | Main | Too much politics? Web too noisy? Try imagining the tenth dimension... » April 17, 2008Cox confirms email still down in my neighborhoodEarlier today, mail passwords stopped working . The Cox High-Speed Internet status page reported an email outage in Rhode Island, with no estimate of when it would be fixed. When I got to work, a colleague said hers had been out in Smithfield, but she rebooted and it came back. That hadn't worked for me in Providence. Tonight, the status page is empty, but I still couldn't get in. My password didn't work. Webmail password didn't work. Okay, maybe I had the wrong password. Online at Cox, I could reset my password with my email address and account number from my bill. Nope, that didn't work either. The Internet tech support phone number on the site walked me through a special prompt to press "1" if I were calling about a hockey game, then bounced me into a loop after a recording said it was after business hours and I should press a number if I wanted to change an appointment or go back to the menu that looped. The only option left was live Web chat with a Cox tech support analyst. I took it. Eventually -- about 5 minutes after the handshake and account info -- Juan Carlos apologized and typed that there is an email outage in my area and there is no estimate of when it will be fixed. Would there be anything else? Yes, I typed. Please restore the report of the outage to the status page to inform people that there is still a problem. That you didn't change your mail password in your sleep. Not everybody else is back up but you. 2:40 a.m. Still down. 9:28 a.m. "Carlos" this time, on the Cox live chat line, types, "It seems that the outage is limited to the use of mail clients, howerver it is solved on WebMail." I try WebMail in another tab, it fails, and I'm locked out now -- too many failed attempts. He says try again in 20 minutes. I ask Carlos to check that WebMail is really up, since I don't expect the same password to work any better in 20 minutes. He exits chat instead. Love that outsourcing!!! 10:55 a.m. WebMail fails again. I have emailed Cox tech support now using the online form, asking that their reply go to my gmail address. Two questions: Is WebMail working? If so , please confirm my password, because it's not working for me. 12:33 p.m. No answer to my message on the Cox contact form yet. Posted by Sheila Lennon |
my passport photo blogging since 2002 garden blogs archived headlines  Sheila Lennon is features & interactive producer of projo.com, the Web site of The Providence (R.I.) Journal Rhode Island |
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