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user_abdc7d
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Wednesday, October 5th, 2022 3:58 PM

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unable to send or recieve email

unable to configure outlook for my comcast and spectrum emails; spent 3 hours on voice call with microsoft yesterday and the result was that comcast/xfinity is blocking my messages; can send and receive for comcast if I use their cloud, but not for spectrum.  Initially,it was thought to be a problem with outlook,but microsoft techs say its the ISP is somehow blocking me........................the email worked find until about 8 months ago, when service ceased.  Using a desktop, a laptop and phone, and all work just fine when I am on the spectrum servers (elsewhere, not in my house that is).........can someone assist?

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3 years ago

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Expert

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31.5K Messages

3 years ago

@user_abdc7d 

unable to configure outlook for my comcast and spectrum emails; spent 3 hours on voice call with microsoft yesterday and the result was that comcast/xfinity is blocking my messages; can send and receive for comcast if I use their cloud, but not for spectrum.  Initially,it was thought to be a problem with outlook,but microsoft techs say its the ISP is somehow blocking me........................the email worked find until about 8 months ago, when service ceased.  Using a desktop, a laptop and phone, and all work just fine when I am on the spectrum servers (elsewhere, not in my house that is).........can someone assist?

unable to configure outlook for my comcast and spectrum emails; spent 3 hours on voice call with microsoft yesterday and the result was that comcast/xfinity is blocking my messages; can send and receive for comcast if I use their cloud, but not for spectrum.  Initially,it was thought to be a problem with outlook,but microsoft techs say its the ISP is somehow blocking me........................the email worked find until about 8 months ago, when service ceased.  Using a desktop, a laptop and phone, and all work just fine when I am on the spectrum servers (elsewhere, not in my house that is).........can someone assist?

You don't say how you have Outlook set up for your Comcast email and for your Spectrum email.  You need to make sure that the two are separated, so that you have your Spectrum email account using your Spectrum setup and your Comcast email using your Comcast setup.  So, you will need to set up two separate entries in Outlook.  I haven't seen Outlook in over 10 years, but it used to be hard to set that up, although it could be done.  To be honest with you, using Thunderbird would actually be easier to set up the different accounts, and Thunderbird has nearly all the bells and whistles Outlook does for free.  And you would probably have fewer problems.

Please post your incoming and outgoing servers for Comcast and the same for Spectrum.

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user_abdc7d

Visitor

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5 Messages

@Again​       completely unable to set up either Comcast email or Spectrum email in Outlook.  They were separate entries; neither would communicate with server(s), and thus setup(s) failed, despite microsoft tech working on it with me for hours.

Tried thunderbird, but only the incoming mail from spectrum would engage, unable to send messages owing to server failure.  Unable to configure comcast email in thunderbird also, despite using the correct email address and password with which I can access the comcast email via their website.

FYI: incoming server for spectrum is: mobile.charter.net and identical for outgoing ///// for Comcast, the incoming server is: imap.comcast.net and the outgoing is :smtp.comcast.net

in other words, same problem with either thunderbird or outlook, and unable to connect to servers when using comcast service in the house.  The same computers and my phone can send and receive emaill which I am NOT on comcast service in the house, for example at my office or at a cafe.  A year ago, it all worked from my house with either service.

any further suggestions?

3 years ago

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XfinityCSAEmail

Official Employee

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1K Messages

3 years ago

Good afternoon,

Could you provide more context? what are some of the error messages and error codes that you are receiving? What kind of connection are you trying this over? (wired vs wireless) do you use a VPN? do you use an anti-virus software that could be interfering? did you update anything recently in terms of firewall settings, software, firmware on your devices? Do you have 3rd party applications option enabled within the webmail for your comcast.net account? (accessible via the webmail under settings > email settings > security > check box next to "Allow less-secure third-party programs (e.g., Outlook, Apple Mail, Thunderbird, etc.) access to my Xfinity Connect email. This will allow external programs to read, download, and delete my email on my behalf."). If the previous is enabled, try toggling it off and on again to see if it changes anything. 

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31.5K Messages

@XfinityCSAEmail​ 

Thanks for stepping in!  You brought up things I wasn't even thinking about!

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 years ago

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user_abdc7d

Visitor

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5 Messages

Using a wired connection; not using a VPN; use Norton antivirus, but will try stopping it to see if any help.  Same messages appear (see below) when trying to send email from laptop on wireless at same location.

When I try to send an email on charter.net via either Thunderbird or Outlook, I get the message: charter.net cmsmtp 193.29.61.235 blocked, Please see spectrum support/understanding email error codes. AUP#Out-1120"

That error code reads: The IP address you're trying to connect to has an issue with the Domaine Name System. Spectrum requires a full circle DNS for emails to be allowed through.  Verify the IP you're sending from, and theck the IP address to ensure a reverse DNS entry exists for the IP

(note: I have NO idea what this means)

No, I did not update anything as described above.

Will try the process to allow third-party programs as described.

3 years ago

0

XfinityCSAEmail

Official Employee

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1K Messages

Good morning,

That error message refers to the IP you are connecting from, which is: https://search.arin.net/rdap/?query=193.29.61.235 indicating that you are running some form of VPN and/or IP changing software(likely Norton as you mentioned) which is showing you as connecting from Panama City, Panama with the ISP: Packethub S.A. IT Department. The short of it, you would need to either connect via a different IP or contact Packethub S.A. IT Department and advise them that spectrum requires them to have a full circle DNS in order for you to be able to continue using spectrum email. The latter being an unlikely/tall ask since most data centers or IPs flushed through VPNs and proxy servers wont bother. Try turning off Norton and see if anything changes. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

user_abdc7d

Visitor

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5 Messages

turned off Norton, no result.

No vpn on computers.

So, how is it possible to connect via a different IP?  Why doesnt my modem just connect to comcast automatically?  What to do?  Bad/naughty modem?

3 years ago

0

XfinityChristina

Official Employee

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923 Messages

Hi, @user_abdc7d. I really appreciate the time and effort you've spent working with us on this. If you are trying to connect to a new IP address, I'd recommend following the release and renew process. The steps to do so with pictures can be found here https://www.xfinity.com/support/articles/releasing-and-renewing-ip-address. 

 

Something I do want to clarify though, when you state service ceased, that means the email correct? You are still an active Xfinity internet customer? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

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