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fmgtech

@cox.net
reply to planet

Re: [VA] E-mail POP access down?

Cox will never give us a credit. They are not the type of company that would do the right thing.


ajwees41
Premium
join:2002-05-10
Omaha, NE
reply to BillRoland

said by BillRoland:

What I'm concerned about most is what is happening to e-mail that has been sent to me during this outage? Did it bounce? Did it go into oblivion? I don't use this address for business critical stuff but I would be upset to find out people have sent me stuff that never arrived.

. It's being said that incoming mail is fine and will be available when the server comes back online.

chuckkk

join:2001-11-10
Warner Robins, GA

It looks to me like cox decided to mess with the pop servers vs webmail servers. MS had the same sort of problem some years ago, and it was several days before things got sorted out.


betterdan

join:2002-03-20
Portsmouth, VA
Reviews:
·Cox HSI

They just posted another update...

"Restoration continues and we are actively exploring multiple approaches to restore email services. All available resources are engaged across multiple teams.These teams will continue working around the clock until your email is restored. Based on our investigation, event logs, and other data available to us, we have no indication that this incident is the result of a security breach that would put customer information at risk. We will provide additional updates by 9 am ET. We sincerely apologize for the inconvenience this is causing you."



dlarkin_dc

join:2009-08-24
Alexandria, VA
reply to BillRoland

During the week up to this. I know of two e-mails that were sent that I never received. There may have been one other but I can't confirm it.

So I have 98% faith that all our mail is hunky dory.



TANMAN

@cox.net
reply to ajwees41

I have been down in CONNECTICUT SINCE FRIDAY


KennerLAN

join:2005-03-17
Kenner, LA
reply to betterdan

said by betterdan:

...We will provide additional updates by 9 am ET.

And here it is past 9 am ET and same message with no update. Anybody surprised?


dlarkin_dc

join:2009-08-24
Alexandria, VA
Reviews:
·VOIPO
·Cox HSI
reply to dlarkin_dc

Cox Support update... no end in sight.

Summary
Email Outage Update as of 9:30 am, December 16th

Detail
Since our update at 1 a.m., our teams continue to make progress in restoring email service to our customers in the Midwest and East Coast regions. Teams across all levels of our organization are focused on the recovery and we truly apologize for the inconvenience this has caused. At this time we cannot provide an estimated time for recovery, but will continue to work around the clock until email service is restored.
--
Cox Preferred HSI 12/5~SB6120~Grandstrem HT502~E4500
OTA (...and proud of it!)
VOIPo



Sentinel
Premium
join:2001-02-07
Florida
kudos:1
reply to dlarkin_dc

Appears to be down in FL too.



digiblur
Premium
join:2002-06-03
Louisiana
reply to dlarkin_dc

I would have never known if it wasn't for this thread. Haven't ever used the Cox email. Never did in case I needed to switch providers.


dmorack

join:2005-06-30
Herndon, VA
reply to dlarkin_dc

Restoration not expected today.

"Our teams are making progress in our email service restoration efforts. Through our investigation, we have isolated the cause of the failure to the email system platform which ultimately affected both the primary and secondary failover (back-up) systems. Currently, all incoming messages are queued in our system and we expect to deliver messages to customers on a rolling basis as we bring the systems back online.

Teams across all levels of our organization remain intensely focused on the restoration efforts. Unfortunately, we do not expect services to be restored today. We do understand the impact this is having on our customers, which is why we have deployed every resource possible to working this issue. While we are focused on restoring email access as quickly as possible, the multiple components and processes that make up our email system require care, and some time, to bring them back online."



JeffinNOLA

@cox.net
reply to dlarkin_dc

This is really fustrating. I need a primary account to pay some bills, but I can't because of COX.



digiblur
Premium
join:2002-06-03
Louisiana

Can't pay bills due to email? Confused on that one. I never needed email at all to pay bills.



dlarkin_dc

join:2009-08-24
Alexandria, VA

Some get billed through e-mail. That is, the invoice arrives by e-mail and there's a link to the service provider's site for a secure pay.



dlarkin_dc

join:2009-08-24
Alexandria, VA
reply to dmorack

I would love to know what caused neither of the backup systems come online!



BillRoland
Premium
join:2001-01-21
Ocala, FL
kudos:3
Reviews:
·Cox HSI

1 recommendation

reply to dlarkin_dc

Heads should roll over this one and we should all get a credit on our bills. Whether or not people should use the ISP's email is not the issue, they offer the service and its a reasonable expectation to expect it to work. I don't really care when its out for 15 minutes in the middle of the night due to a maintenance window, but going on 48 hours with no end is sight is not acceptable.


ajwees41
Premium
join:2002-05-10
Omaha, NE
reply to dlarkin_dc

per the article looks like only one backup and the samething that happened to the primary happened to the secondary.



larry n

@cox.net
reply to BillRoland

Oklahoma City afternoon still down



dlarkin_dc

join:2009-08-24
Alexandria, VA
Reviews:
·VOIPO
·Cox HSI
reply to ajwees41

ajwee41,

Yup, the servers fell like dominos. But what triggered the whole failure? What took the initial server down, then the failover servers? Corrupt data, overload of data, did a server glitch start it off, was some outside influence like a UPS failure in the data center... just what exactly happened?

We deserve to know and it will cut through any consumer-paranoia that's brewing... unless it was so fundamental Cox can only look foolish. Even then, I'd prefer a foolish honest ISP.
--
Cox Preferred HSI~SB6120~Grandstream HT502~E4500
OTA (...and proud of it!)
VOIPo



No_Strings
Premium,MVM,Ex-Mod 2008-13
join:2001-11-22
The OC
kudos:6

It would be nice, but as someone who has been in IT for a long time and with first-hand knowledge about several incidents which resulted in very high profile outages (bank ATM network, on-line retailer and others), you will probably be disappointed.

A. No one wants the liability. If WidgetCo publicly said "Our factory was shut down because an Acme server died and they couldn't fix it for 6 days" they would most likely be sued. In fact, the Acme server might have been brought down by a failed KoreaCo memory stick. The memory modules were supplied by SiliconCo. A replacement part was shipped via SpeedyCo, lost in transit and eventually installed backwards by a WidgetCo tech, etc.

B. It will take a while to sort out what went wrong.

C. Most of the time, it's human error - either at the root or along the way to exacerbate the situation.

I've never seen a full, factual, detailed accounting of a major outage by a large company.



BillRoland
Premium
join:2001-01-21
Ocala, FL
kudos:3
Reviews:
·Cox HSI
reply to dlarkin_dc

Re: E-mail POP access down?

I find it interesting that Outlook reports two different errors for two different Cox email accounts. For one e-mail it says "The operation timed out waiting for a response from the receiving (POP) server," the other e-mail says "The e-mail server rejected your login."

This is pure speculation on my part, but my guess is we're not looking at hardware failure, but some kind of update that was rolled out and started acting flaky, so they tried to roll it back and that's when everything went down the sewer. What we're waiting on now is for the vendor to figure out how to get it back working.
--
Ron Paul 2012 »www.ronpaul2012.com
Beyond AM. Beyond FM. (((XM)))



chip89
Premium
join:2012-07-05
Independence, OH
reply to ajwees41

Re: [VA] E-mail POP access down?

You think they would of fought to put more backups in then just one system.



KahunaNui

join:2000-05-01
Fayetteville, AR
Reviews:
·Cox HSI
reply to No_Strings

said by No_Strings:

I've never seen a full, factual, detailed accounting of a major outage by a large company.

Ditto that - after 25 years doing this.

sullyguy

join:2011-08-25
Centreville, VA
reply to dlarkin_dc

Re: E-mail POP access down?

More thorough status up now - no intimate details but at least a lot more info.



dlarkin_dc

join:2009-08-24
Alexandria, VA
reply to KahunaNui

Re: [VA] E-mail POP access down?

Yeah, it's a dream.

"...an issue within the email storage platform that supports Cox Residential Email" leaves a lot to interpretation but it might be as much as we ever get.



BillRoland
Premium
join:2001-01-21
Ocala, FL
kudos:3
Reviews:
·Cox HSI

said by dlarkin_dc:

Yeah, it's a dream.

"...an issue within the email storage platform that supports Cox Residential Email" leaves a lot to interpretation but it might be as much as we ever get.

I'd imagine you're right, I doubt we'll get anything clearer than that.
--
Ron Paul 2012 »www.ronpaul2012.com
Beyond AM. Beyond FM. (((XM)))

betterdan

join:2002-03-20
Portsmouth, VA
Reviews:
·Cox HSI

1 edit
reply to dlarkin_dc

Re: E-mail POP access down?

I am in the Hampton Roads area of Virginia and I am now able to log into my email using Windows Live Mail without an error. I also have 3 emails in my inbox from this weekend. 2 show received yesterday and 1 is showing received today at around 12:21 am.
I can also log into my email via the Cox web mail site which I couldn't do yesterday or earlier today.
So it looks like they finally are bringing things back up.

Edit: They just updated the page and are saying this now...

"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."



digiblur
Premium
join:2002-06-03
Louisiana
reply to dlarkin_dc

Re: [VA] E-mail POP access down?

said by dlarkin_dc:

Some get billed through e-mail. That is, the invoice arrives by e-mail and there's a link to the service provider's site for a secure pay.

Yes, but you should always keep the website addresses to bills you are responsible for. Plus there are other alternative methods.


Ender3rd

join:2001-07-15
Connecticut

1 edit
reply to dlarkin_dc

Re: E-mail POP access down?

According to the Facebook page people in Virginia, Nebraska and Kansas are reporting that they are now receiving email. Others (including myself) can now access their primary email account. It appears Cox is beginning their "rolling access" to accounts.
--
Politicians are the only people in the world who create problems and then campaign against them. (Charlie Reese)



critarp

@cox.net

Nope, still no email in Hampton Roads. Worst provider ever.