Summary Email Outage Update as of 6:00 pm, December 16th Detail As of 6:00 pm ET, service restoration efforts are progressing. The system is beginning to come back online. Service could be intermittent as we work to fully recover. Some customers may be able to access emails starting tonight. This is a lengthy process and we still do not know when service will be restored for all customers. Once your email access is restored, you will immediately be able to send and receive new messages. Currently, all messages that have been received since Friday are queued in our system and we anticipate delivering messages to customers on a rolling basis as we bring the platform back online. Your queued emails will arrive gradually and may not be delivered in chronological order. You may continue to receive these queued emails over the course of several days after your service is restored. We are happy to share this positive progress with you and will remain steadfastly focused on this effort until fully resolved. We deeply regret the impact this has had, especially at a time when many customers are busy preparing for holiday celebrations with their families and friends. Please check back for another update at 9 p.m. ET. Impact by Residential Customer Scenario Customers who have and actively use a cox.net email account (email@example.com). Customers attempting to access their cox.net email account through webmail (Classic and/or Enhanced Webmail) will not be able to access their messages and cannot send or receive email. Customers attempting to access their cox.net email account through an email client such as Outlook, Outlook Express, Thunderbird, iPhone and Android smartphones, or an iPad may be able to access messages received prior to Friday evening, however no new messages will be downloaded; they will receive an error message when attempting to retrieve new messages. When cox.net email service is restored, any queued messages will be downloaded at that time. They should be able to successfully send messages from their cox.net account. Customers who have and DO NOT actively use a cox.net email account (firstname.lastname@example.org). While their cox.net email account is impacted as described, they will not see any direct impact, as they do not use their account. Customers who have an email account from a service such as Yahoo!, or Hotmail. These email accounts are not impacted by this issue. Only cox.net email accounts (email@example.com) are impacted by this outage. Customers who have created a new temporary email account from a service such as Yahoo!, or Hotmail since Friday evening as a result of this outage. These email accounts are not impacted by this issue, however do not allow customers to gain access to their cox.net email account. Only cox.net email accounts (firstname.lastname@example.org) are impacted by this outage. FAQs Q: Are all Cox High Speed Internet Customers Impacted? A: No, only Residential Cox High Speed Internet Customers in the East and Midwest who have and use a cox.net email address (email@example.com) are impacted. Customers who use other email services such as Gmail or Yahoo! email will not see any impact to those services. Q: If someone is trying to send an email to my cox.net account, will they get an error message? A: No, people who send email to your cox.net email account will not receive an error message; they will not know you are unable to receive emails. Q: What will happen to the emails that are being sent to my cox.net email address during this outage period? A: Currently, all incoming messages are queued in our system and we expect to deliver messages to customers on a rolling basis as we bring our system back online. Full message delivery may take several days. Q: If I must send an email during this outage, what options do I have? A: If you must send or receive an email during this outage, you may want to create a temporary new email account from a service such as Yahoo!, or Hotmail. This will not allow you to gain access to your cox.net account, however you will be able to send and receive email while your cox.net email is inaccessible.
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