Every time I attempt to log in to Webmail, it hangs up and then eventually goes to the page saying, "This site can't be reached. The connection has been reset."

Hi LisaH, Let me clarify all of the steps I'm taking: 1) Go to link: https://idm.east.cox.net/coxlogin/ui/myemail 2) I get the Login prompt, put in my login info (user id & password), press Sign In button 3) Screen web address changes to https://myemail.cox.net/appsuite/# , goes white and spins for 1-2 minutes and comes back with "Connection timed out. Please try reloading the page." To answer your questions, I have a 2018 model laptop with SSD so it's really fast. I get [not anymore] my email online through the internet browser by logging into Cox Webmail - but that hasn't happened since May 2018. As I mentioned in my earlier post, cookies & cache cleared, entire browsing history cleared, tried Mozilla/Firefox, Internet Explorer and even Microsoft Edge browsers. All return the same results. I even got a new laptop and STILL the same thing. After an hour on the phone with Cox Tech Support running through all the aforementioned clearing and browser attempt scenarios (back in July), the tech suddenly disappeared from the line without resolving the issue - the phone literally went silent with no response from the other side. After two minutes of "hello? hello? Can you hear me? hello?" I hung up. Never received a call back from tech support saying, "oh, hey the line dropped..." Interestingly, the "Connection timed out" error only appears when logging into Cox Webmail - all other websites load perfectly fine - no "timed out" errors or slowness - only Cox Webmail does this. Even logging into my Cox Account is fine - ONLY the Cox Webmail does this. As I said, I pay for Cox Premium Service - my download speed using the Cox Internet Speed Online Test site reports 165.4Mbps download speed and 10.7 Mbps upload speed. It's ridiculous to pay nearly $100/mo for a service that does not open your webmail. 😡 With all the posts regarding people with the same problem, it's ridiculous that we are all receiving the same canned tech statements from Cox: "did you clear your browser? cache? cookies? did you try IE? Firefox? Edge? Chrome? what type of computer do you have? did you check your security settings? We (customers) are all having trouble because nothing we changed on our computers - just one day we try to get email and it won't load. We're not techy people tinkering with our computers - it works one day and then the next day not working going forward for weeks and months with no end or resolution. Now if that isn't bad enough, sprinkle in the Cox tech support "explanations" we've been getting: "Cox is migrating the email platform and it's taking longer than expected" (June 2018), "Cox is revamping the email platform - it will be two more weeks" ( early July 2018), "the email platform is down right now, we do no have an ETA on when it will be back up - keep trying or call back for a possible update" (late July 2018), "I will credit your bill $27.25 for the inconvenience" (August 2018) - no credits ever received on the bill. What is truth behind the Cox Webmail issue? Was it hacked as other customers have claimed who have experienced a deluge of spam email? Has the platform been ransomed? We want to know the truth of what the issue really is.

I have this same problem and it is NOT MY computer, it is the Cox Mail program. Even when I can connect it is the SLOWEST program ever...so very antiquated. Extremely annoying not to be able to access my mail when I need it etc.

I agree. Worst service ever. It's been three days and I still cannot access mail. Very upsetting. When will this be fixed?

Hi Wren. Please make sure that when you are logging into Cox email, you are using idm.east.cox.net/.../myemail as some browsers will redirect to a different website that was webmail.cox.net, which is no longer our webmail site. Thanks, Lisa - Cox Support Forums Moderator

Hi WillHarrisInVA. When you go to the Cox webmail site, please make sure you see idm.east.cox.net/.../myemail as the URL that is the current one used to access our new email platform. If you type in myemail.cox.net, you will be directed to the correct site. If you require further assistance, please contact us via email at cox.help@cox.com including your name, complete address and description of your issue. Thanks, Lisa - Cox Support Forums Moderator

Webmail down? | Cox Community

wren
New Contributor
7 years ago
I have this same problem and it is NOT MY computer, it is the Cox Mail program. Even when I can connect it is the SLOWEST program ever...so very antiquated. Extremely annoying not to be able to access my mail when I need it etc.
- LisaH
  Moderator
  7 years ago
  Hi Wren. Please make sure that when you are logging into Cox email, you are using idm.east.cox.net/.../myemail as some browsers will redirect to a different website that was webmail.cox.net, which is no longer our webmail site. Thanks, Lisa - Cox Support Forums Moderator
  - wren
    New Contributor
    7 years ago
    That IS where I log in and it spins for ages before it comes on. And as I said, many times it never comes up at all!
verncutter
New Contributor
7 years ago
I agree. Worst service ever. It's been three days and I still cannot access mail. Very upsetting. When will this be fixed?
- RedSport00
  New Contributor II
  7 years ago
  Ditto - pay way too much for crappy service, or did I say No Webmail Service?
LisaH
Moderator
7 years ago
Hi WillHarrisInVA. When you go to the Cox webmail site, please make sure you see idm.east.cox.net/.../myemail as the URL that is the current one used to access our new email platform. If you type in myemail.cox.net, you will be directed to the correct site. If you require further assistance, please contact us via email at cox.help@cox.com including your name, complete address and description of your issue. Thanks, Lisa - Cox Support Forums Moderator
- JMLewis
  New Contributor II
  7 years ago
  Hi LisaH,
  
  The link you provided above doesn't work - it redirects to: https://myemail.cox.net/appsuite/# and then after spinning for awhile we get the same exact error: Connection timed out. Please try reloading the page.
  
  I haven't been able to log in to my email since MAY. This is SEPTEMBER. I've tried calling support who told me that Cox was upgrading email (back in June) and I fell for that explanation. I called back in July and was told to clear the browser history, clear the cache, clear the cookies, then try another web browser - all made no difference at all and then all of a sudden the support person on the phone disappeared. I pay for the Cox Premium Internet service which is ridiculously priced and I cannot even check email for over 4 months. Many, many, many people are having this problem. When is this issue going to be resolved? What is truly going on with the Cox email?
  - LisaH
    Moderator
    7 years ago
    Hi JMLewis. I checked the link you sent and I was able to log in with no issues at all. The link you sent is what you get after you put in your cox email address and password. What browser are you using? Do you get your email on your smartphone, tablet or using a 3rd party mail client like Outlook, Windows Live Mail, Apple Mail, etc? - Lisa - Cox Support Forums Moderator

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