Visitor
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13 Messages
Temporarily Blacklisted IP
Hi - I help old folks with simple technology issues at an assisted living facility. The problem I am about to describe is not simple - for me anyway. It started with one resident and now I have two with the same problem with different email clients. Both have comcast.net email addresses, but no longer have accounts with comcast. It's my understanding that comcast will allow you to keep your email address if you cancel your service and these residents did cancel at some point - some time ago.
About 2 months ago resident 1 whose comcast account email was working perfectly (Outlook 2013 with Windows 7 on a Dell laptop) started getting that annoying Outlook pop-up asking her to re-enter her password. Sending and receiving email won't work.
At the same time she also get this message from Outlook "Your IMAP Server wants to alert you to the following: Temporarily blacklisted IP Address - try again later". I would X out one and then the other and they would both continue to pop up. I did update her Comcast account in Outlook with the current ports Comcast wants you to use.
If I log her into the Xfinity email website everything works fine. She can send and receive.
The assisted living facility uses Comcast for Internet service and there are several routers that the residents can connect to depending what floor they are on.
I brought her laptop to a computer repair shop to see what they might be able to do with it. After connecting to their wifi to check it out, they were not able to recreate the problem and it seemed to go away. I brought the laptop back and connected to her normal wifi router and it worked for over a month until suddenly the problem returned.
I don't know what to do. She has dementia and will not be able to learn a new email client. I want to get her Outlook working again. Any thoughts?
Resident 2 started having the same problem last week. She uses Thunderbird as her email client - some family member set her up with it years ago and she knows how to use it. Learning something new would also be a problem.
Her error message is a little different - "Login to server imap.comcast.net with username (her email address) failed. She has 3 buttons for Retry - Enter New Password - Cancel. Thunderbird also has an error message that says "Alert from account (her email address): Temporarily blacklisted IP Address - try again later.
Both email clients worked perfectly, until they didn't. They are configured properly for Comcast email.
[Edited: "Language"] is going on here? Any and all help is greatly appreciated.
UPDATE - I went to the assisted living yesterday dreading seeing the ladies with this problem, but when I did, the issue did not present itself. The Outlook user had numerous error messages stacked up which I closed and restarted Outlook. Problem gone. I did this before and problem was not gone. Why this time and for how long?
The Thunderbird user told me the problem went away. The pop-up error messages stopped popping and she no longer had to keep re-entering her password. I tested the email and was able to send and receive with no issues. [Edited: "Language"] thing!
Still curious to know if anyone has experience fixing this issue. - Thanks.
XfinityAirelle
Official Employee
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2.3K Messages
4 years ago
Hi there! We would be happy to assist you. Can you initiate a chat and start with your full name and address? To start a chat, please click the chat icon in the top right of the page! Search for Xfinity Support, if needed. Talk to you there!
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HeffT
Visitor
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13 Messages
4 years ago
The Blacklisted IP issue has returned for both residents.
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XfinityCSAEmail
Official Employee
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1K Messages
4 years ago
Hello,
I have an idea on what might be causing the issue as I've run into it in the past. Email clients tend to usually have 2 settings separate from each other for password fields. One being inbound email password and the other being an outbound email password. Unfortunately, sometimes they get un-synced from their matching ones and cause the pop-up messages to appear. Unfortunately as Comcast we would be unable to detail or describe why it happens, but it happens from time to time - especially for users who do not change their passwords frequently. The resolution to this is usually to re-type the correct password manually into the fields in the settings. Both for inbound and outbound. Just clear out whatever is currently saved there and re-type it. Please try this out and if they are still experiencing problems, please feel free to message me directly with both email addresses and I can look further into this issue for you.
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