support for ios email

I am helping a couple who recently moved into an apartment complex which has a Comcast-based wifi network. Their iOS devices keep losing access to their Comcast email when on this network. They are challenged with the insane amount of time support calls take and the complicated/complex "solutions".
I have repeatedly reset their passwords, entered them correctly into the iOS Mail settings and have them work for short periods of time. Then some external setting gets sideways and the iOS Mail app starts erroring that the IMAP password is incorrect and mail stops flowing.
Email works on the web for them, but that isn't a solution.
Third party access is checked in their accounts.
Operating system and app are updated.
I KNOW this is an issue others are having. Is there a solution to this?

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XfinityAmandaB

Official Employee

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2.5K Messages

5 days ago

user_0xugm9 Thank you so much for stopping in for help with this email error regarding the IMAP password. There have been issues with the IOS/Apple mail in the past; however, there are not any reported issues currently, and I am not able to locate any sort of new trend. In some 3rd part email settings, there is more than one spot for the password to be entered. If the password is reset to access the Xfinity email, and that is not updated as well, it will cause errors. You can also delete the account in the iMail app and reset it to make sure everything is correct.

user_0xugm9

Visitor

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2 Messages

Thanks for the response.
I have deleted the effected accounts multiple times and re-added them. As I stated the verification of the account and the password process works. The old emails populated in the app, but after a short period of time there is a compatibility issue with the IMAP server and the device (or so it seems). Apple Mail app then asks for the IMAP password and will not accept the correct password.
I have done this process multiple times on ALL their devices.
I have restarted the device after deleting the account before adding it again - and the IMAP password "error" still pops up.
I called Apple Support and they have no solution either since their app is working as expected.
I KNOW there is some sort of Comcast server issue with either the WiFi that this couple is using or the IMAP server that it seems to be accessing.
I can see from other frustrated users AND the Apple Support Technician's experience that this isn't an Apple "problem".
If Comcast is winding down their email servers and support and pushing all their clients to Yahoo mail, I'm sure someone in your company knows that there are issues. Can't fix 'em - bail completely!?

And THAT process I'm sure will be seamless!

5 days ago

XfinityJeff

Official Employee

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81 Messages

Thank you for the information and the steps you have taken @user_0xugm9. There are some additional email settings for third party clients that you can find here that might help. Usually if the email is working on the website and the user is able to log in, but the issue still pops up on third party devices, these settings can be checked and verified.

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5 days ago

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user_0xugm9

support for ios email

XfinityAmandaB

user_0xugm9

XfinityJeff

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