As the title suggests, my Thunderbolt will not download email from my Comcast POP3 account when the device is in the following mode:
Network Mode: LTE/CDMA
(which in my area generally always puts me in 4G mode. This problem only happens in 4G mode.)
However, as soon as I switch the phone over to
Network Mode: CDMA Only
...to force the phone back into 3G mode, then it immediately begins to download my mail.
I have had this phone for at least a year, and have never had this issue until just recently, about the last two weeks. It suspiciously started right about the same time that Verizon updated the phone software (OTA) to version 2.11.605.19 710RD. I cannot swear that this is the cause, but nothing else on the phone has changed and they both seemed to have happened around the same time. Right about when this update took place, my emails stopped downloading.
I have been troubleshooting settings and researching this issue now for 2 days. No, my POP3 settings are not incorrect, I'm sure of it. They have always worked exactly as I have them now with no issues. Comcast has not changed anything on me in the last month. And my settings match what everyone of the experts online say they are supposed to be. Plus, the only time those settings don't work is when I switch to 4G (now with the new software version). The phone also accepts my settings as well, and when bad settings are input I get errors.
Additional info: I have 2 of the troubled Comcast POP3 accounts on the phone (that both stopped working simultaneously), I have 1 other POP3 account on the phone that has never had any issues and continues to work flawlessly, 1 Yahoo (IMAP) account on the phone that has never had any issues and continues to work flawlessly, and I have 2 Gmail accounts on the phone that have also always worked flawlessly. Just the Comcast accounts stopped, and only just recently, and only with switching from 3G to 4G. All emails, nothing to do with large attachments (I don't download them).
Has anyone else with Comcast POP3 emails experienced anything like this? Anyone got a cure? Of all the threads I have read about people not being able to download Comcast emails on their phone, none of them mentioned trying to switch the network between 3G and 4G. That seems to be my issue here.
I've actually just bought a new 4G phone (waiting for delivery), but not sure if the new phone will resolve any of this. In the meantime I have to use 3G to get my emails which defeats the whole purpose of me having a 4G phone.
Hmm interesting. It seems so random. The fact that it worked for me for so long without any hiccups at all, and then just simply stopped for no obvious reason is the most annoying thing of all.
Seems like VW would've had more complaints that I'm seeing. Maybe it's just too recent of an issue.
Seems like a pretty straightforward troubleshooting path for Verizon Wireless....
Only Comcast accounts.
3G works, 4G doesn't.
All account settings work, at least on 3G.
Accounts all worked fine for a long time, but suddenly stopped around the same time in June 2012
All accounts using the built-in Mail app with the HTC phone.
That's a narrow enough search window to see what's changed. Any help VW?
For anyone following this discussion. I am working in York, PA today and decided to test this whole thing from this location. It worked perfectly.
So add this to the equation, it definitely has something to do with the current location of the 4G network. I tested this problem this morning in Baltimore and it still wasn't working. In York, 95 miles away, it works.
Verizon Wireless, can you please comment and state what you are looking into if anything?
Yes I have the same problem in few past days in Maryland. Called VZW Support. They are not aware of 4G issue. They got a ticket to address the problem. They recommend to download Xfinity Connect Apps from Google Play. It will work on 4G. Yes, It works on my ThunderBolt with 4G. Yes I tried on 3g it will work too.
This is the exact problem I am having....
I'm here in Minneapolis, MN. My Gmail is working perfect but Comcast stopped working a couple days ago. All I get is a connection error. On WiFi, it works fine. In 4G/LTE mode....all I can do is verify the outgoing server. The incoming server gives me an error.
If I switch my phone to 3G (CDMA only), everything works perfectly fine. No errors, servers are verified, etc.... Switch it back to 4G, and I immediately get the error again and it stops working.
I'm using a Motorola Razr Maxx. Any tips or ideas are welcome...this is frustrating!
I received my new phone, HTC Rezound, and loaded all my accounts into the new phone. All the mail accounts work again as normally in both 3G and 4G (knock on wood). Even though I was never able to get the original problem here resolved, I did notice that at times when I was on 3G and actually getting the Comcast mail to download, that sometimes it indicated there was an extra message downloading that never showed up. For example if there were 3 messages downloading, the number shown was 4 and three downloaded. It happened a lot. I am wondering if somehow this reporting error has something to do with it.
I am guessing that if there's a way to totally uninstall the Mail app and then reinstall it, that this could cure the problem. This would probably entail re-input of all the accounts.
For Ann154, why do you make comments that are completely unhelpful like that? For those with this phone issue, it wastes our time to read it. If you think that it's not in the best interests of VW to peruse the forums regularly to see what's going on with their customers my guess would be you're wrong. Like any other business they have to prioritize their hours of service to their customers, but that doesn't mean a simple acknowledgement of "hey I've seen this we'll get to it" isn't in order. And FYI this issue is also discussed in another thread where a VW person said they would look into it and hasn't provided any input since.
I made that comment because many people expect to get an immediate response from a Verizon Wireless employee. This forum isn't set up that way. It is meant as a peer to peer forum for customers to help other customers. The unrealistic expectations would have just lead to disappointment.
I see. I responded to you because the more I read these forums the more I see useless comments from some members that are simply meant to deride the person who has a concern which is legitimate if to no one else at least to them. That's unproductive. If these folks understood what you just described they'd be helpful instead of critical. I take your point though, as I'm sure most others do.
I'm having the same problem. My wife and I both have the Thunderbolt and the email hasn't been working for several days after having worked flawlessly for a year. I travel all over the country and have occasionally received some email. Thanks to your post, davemon, I tried switching to CDMA mode. As soon as I did I got all of my emails and was able to confirm my settings. I suspect the random emails I did receive over the last few days were a result of the phone switching out of 4G mode when it wasn't available.
For those with Comcast POP3 email, here is the link to the appropriate settings:
Incidentally, I had a "live chat" online with an Xfinity tech about this issue. I told him specifically what equipment I was using and exactly what the problem was. He started by advising me to change the email settings, including turning off SSL security and changing the server ports in direct conflict with the information on the above linked Xfinity page. That was the first red flag. When none of that worked, he advised me to power cycle the phone. When that didn't work, he wanted me to power cycle the cable modem, router and computer. He seemed dumbfounded when I pointed out that a cell phone doesn't use any of that equipment...
I guess I will call Verizon and get a trouble ticket started. Thanks for your help davemon!
You're welcome, although like you I never received a solution.
I can completely understand your entire conversation with the Comcast person. It's hit or miss with their reps and I'm convinced some of them will tell you any ole' lie to get you off the phone or chat. If the answer's not right there in their play-by-play script then forget it. They'll just spout off any useless and inaccurate information I assume just to get you to smile instead of get angry. I have had many experiences with Comcast wherein I've received either an inconsistent message, flat out wrong information, or what I assume had to be a lie. They hire a lot of ******, in other words. Forget trying to get help from them on this issue, a very slim few of their reps would have the technical savvy to advise us on this one, even if they cared.
I too, have been having the exact same issue with my POP3 account with comcast and the thunderbolt with verizon. I switched my phone to 3G, and low and behold it worked and all of my mail came up. I looked at the settings from the link you left and if I change the pop server to what is listed, it says it can't connect to the server, The pop server address that works is: mail.comcast.net
Of course it only works on 3G, not 4G.
Thank you all for your posts!! They were extremely helpful!! Let's hope that Verizon gets this problem fixed. And I live in the Northern VA area, so it definitely seems that this issue is pinpointed to a specific 4G area!
I agree with you, the phone worked fine for me in multiple markets up until the last firmware was pushed out at the end of May. From then on everything went downhill FAST! A 4G signal was impossible to maintain. I chalked that up to towers being down and or increased demand therefore step-downs in capacity . I travel to predominantly 4G markets and could not get any email unless connected to WiFi. Last week I logged nearly 1,000 miles round-trip and the problem as described in your earlier post was also present in Richmond, Raleigh, Charleston and Charlotte. In effect, I was without reliable service for 5 days. I am on my third certified replacement unit and everyone is baffled. The HTC resident client email app and K9 were both useless in this situation. The problem clearly is not market specific. It appears to be 4G & perhaps HTC specific! VW T2 and HTC T2 folks are lost on this issue. You can absolutely FORGET the Comcast techs. Sadly their tech support is very unreliable. Thank God for my local VW store guys! They have busted their chops to find a solution for me. So far all we have is step down to 3G for now and standby. Nonetheless, I am grateful for that much because it came as the result of a lot of honest to goodness effort by my local guys.
I started having the same issue. I had called Verizon on another issue (Battery), the tech told me to turn off WIFI and Bluetooth when I was not using them. Now that I think about it, that is actually when I stopped getting my Comcast email. I was reading another post about WIFI and so I tried that. Wow, I am receiving my email again!!! Does that mean that Email only works when you have WIFI????
I am in Lansing, MI and am having the same problem with my 4G Thunderbolt and Comcast e-mail account. The mail app will fail to connect with the Comcast server for a day or two at a time, then connect randomly and load all pending messages, then fail again for a while. I took the phone to the VW store - they tested it with K9 and reinstalled the mail app, but that only helped for a couple of hours, then the problem returned.
I just checked my Comcast settings and they match those recommended in the link listed above.
In the interest of battery life, I generally keep my wifi turned off when not in use. I will leave it on for a while and see what happens.
I don't know how to switch my phone from 4g to 3g. Can someone please post instructions?
I just spoke with 2 very helpful VZW reps, one in billing and one in technical support. There was a recent update on 6/19, however my phone has not recognized this update and will not allow me to check for updates. This update was to fix the 4G issue, which will fix the pop mail issue as well.
Check your last update by going to SETTINGS, then SOFTWARE UPDATE, then check your STATUS (mine last updated on 5/16), then click on CHECK NEW to download the new software. Unfortunately, my phone won't even allow me to check for new updates. They were going to have me do a factory reset, but because I am having another problem with phone shut downs and distorted speaker, the factory reset won't be able to fix those. My phone decided yesterday that it wants to randomly shut down where my phone will just power off at will or just drop a call for no reason, which is beyond irritating when I am on a call. The resolution for me, they are sending me a new phone because I have the warranty coverage on my phone and it will be here Monday.
So, if you all aren't able to get this new software update, try the factory reset which will update the new software version to the phone. BE SURE TO DO A SYNC OF YOUR DATA BEFORE YOU GO TO FACTORY RESET OR YOU WILL LOSE ALL YOUR PHONE DATA INCLUDING CONTACTS. You can also plug your phone into your laptop/desktop and when it gives you an option for choose a connection type, choose DISK MOUNT. This will allow you to transfer all of your pictures/videos/documents/etc off your phone.
Try the system update first, then the factory reset, then call technical support so you can have a replacement sent.
Hope this helps!!!
I am an installation technician for comcast in colorado. One way to fix this problem is to forward all of your mail to a different mail provider that uses IMAP services. I fixed one customers issue by going into comcast.net, logging in as user and setting email options to foward all messages to a google mail account. If you have an adroid platform phone, the you have a google account all ready for the phone. Just setup your reply to address as your comcast email address if you have a publish email address on lets say your business card or something so it looks like its coming back from there.
This will allow mail to flow through your android in CDM LTE 3G 4G, whatever your carrier and phone desire.
If your set your comcast.net email settings to keep a copy of all forwarded email messages on servers, then you can also leave both accounts on your android to receiver email (i.e. comcast pop account, google built in account) and see for sure which mail is being received and not received by those accounts on your phone. I have heard of no problems of dropped messages from comcast fowarded email.