Tried every conceivable thing. Power Off Password Reset...

[covkid]

Tried every conceivable thing. 
Power Off

Password Reset 

Delete Account

POP retrieves email but is less functional. 
She can access Webmail, that’s her workaround for now.

When I call Shaw they just say working on email issues so I guess therein lies the issue. 
Not sure why they don’t identify issues when logging in to “My Shaw” account. 

[bspies]

Using 'exchange' as the mail server  type, using "manual settings" and "wm.shaw.ca" as the server should work.  I just helped my dad with his phone, and his imap was not working either - he was getting an error saying the server was not found.

[bordoodle]

re. mdk

Like the issues, from the past, with the pausing / repeating video on TV channels YOU CONTINUE to pound the drum about rebooting (power cycling) the cable modem.  #$%^&.  Read other people's replies before you post any lame solution.

I have 2 physical desktop computers (one runs 3-4 virtual machines 24/7), 2 iPhones and an iPad.  One desktop can't sync through imap and one iPhone receives emails from minutes to hours after it was sent and then sending gets a "No password provided for sandxxxxx@shaw.ca.  Please go to Mail Account Settings and enter a password" error.  IOS mail assumes same password for incoming and outgoing.

As others have noted this seems to hit some desktops and some phones.  Shaw's solution is to just use webmail.shaw.ca.  However when you call into tech support there is a dialog stating that for some users they will have problems with webmail.  Great solution.   NOT  !!!  I have found that webmail is showing 30 second delays to display the contents of an email message once to click on that.  Click through a dozen emails and add up the time wasted waiting.

The last CSR I talked to he said to only run ONE email client at a time.  ie logout or power down all other devices.  You don't login to Outlook and when done with email don't normally logout of Outlook.  He implied that multiple email clients coming from the same IP address was messing with the imap servers.  I'M NOT SURE.  Other users said that the latest IOS update 18.1.1 is messing with imap.  ie (my woods now) could be sending out a message format that the imap servers are chocking on.  Years ago HP caused a municipality network to crash once every 30 days or so as the printers sent out a TCP request but then when an ACK came back to the printer didn't reply leaving unanswered requests in a queue until the buffer overflowed and the network switch crashed.  So the nonstandard IOS imap exchanges COULD be causing these problems.   BUT let's wait and see.  

So bottom line is that NO REBOOTING of cable modems, deleting and rebuilding email accounts, changing passwords, standing on one foot is going to help.  This is a SHAW / ROGERS problem.  END.  FULL STOP.

[Bill138]

The issue is NOT your settings if your setting have worked before.   This is entirely a Rogers issue.

This crap has been going on for a week on my iphone and PC with Thunderbird.  At one point last week Rogers/Shaw did have issues that their site.  Eventually they  announced on their site that  they had fixed the issues.  I phoned their technical help desk because I was still having issues. She told me it was fixed and when I  I proved to her it wasnt her comment was "well I guess it isnt fixed then".

I am under contract but when the contract ends I will switch to telus. 

This is unacceptable indeed. 

How many emails are getting lost?

[bordoodle]

Some research has come up with something that has worked for our 1 iPhone that could not send.  Had 7 email in the Outbox with nothing moving.

NOTE:  POP3 downloads emails to your phone (or desktop) so if you try the "possible" solution below you may lose everything.  imap only downloads a copy thus all emails remain on Shaw's email servers.  AGAIN DO NOT DO THIS IF YOU ARE USING POP3.  However if you are using POP3 chances are you are not affected by this issue.

I am running IOS 18.1.1.  On the iPhone go into Settings -> APS -> Mail and select the affected Shaw account.   Delete that account.  Now the most important step is to shutdown your phone.  Back to GENERAL and scroll down to the bottom and shutdown.  Wait a few minutes and then restart your iPhone.  Back to APS -> Mail and add that account.  Enter everything, name, email address and password.  Once done you will not have any emails to display so let imap do its thing.  THIS MAY TAKE SEVERAL HOURS for the sync to complete.  I did this just before bed,

The next day my wife could create and send emails.  The send happened just as fast as it did prior to all these problems.  The only issue is that receiving emails is slow.  From another Shaw account to our Shaw account it can take 30 minutes to an hour or more.  But so far her phone is useable again.

This solution worked for us but this problem has so many tentacles and strange conditions, ie one phone works and another doesn't, that there is no 100% guaranteed solution.

As to IOS 18.  Software conventions are that a version with no dot or a dot zero (v18 or v18.0) are considered major releases.  A dot one (v18.1) should only contain bug fixes.  We are at v18.1.1 so not sure what Apple has done with this release.  More bug fixes and maybe a tweak.  

Now as to who's to blame.  Apple could have done something wrt to imap and possibly caused some of these problems.  However, I have a desktop (Outlook 2021) that gets an error message stating that no password provided so cannot get new emails or send emails.  So this means that not all problems are iPhone problems.  So Apple may be shouldering a bit of blame but as for desktops this points squarely at Shaw.  Is this a config change or did they do a code upgrade / security patch and this version of imap is buggy?  

If I get to someone who I gauge is knowledgeable (this excludes 99% of the CSRs) I will post an update.  If someone from Shaw starts trying to get you to power cycle (turn equipment off then on) then you are talking to someone that you SHOULDN'T be listening to.  Same for anyone in this forum that suggests doing the same.

[Scott8122]

Hi. I may have a solution to the recent Rogers/Shaw email issues in general and the imap service errors in particular. Like many I was unable to receive imap mail on one of my accounts and on just some of my devices with the email account configured. I was able to use webmail however. I noticed in the Junk folder in the webmail client that there were 400+ messages. This wasn’t right as I regularly delete my Junk email. Upon further investigation it looks like 8 or 10 emails from the period around Dec. 5, 6 or 7 were shown multiple times. In some cases 20+ copies of the same email were shown. Oddly, they were associated with contacts so they should never have been flagged as Junk in the first place. In any event I deleted all 400+ of these. Webmail will only delete 100 messages at a time so it took a few iterations to clear them out. After this was done I was able to successfully re-install the problem email account on my device (Apple email in my case). If you can access webmail, have a look.

[covkid]

So today I created a new IMAP account for my wife,giving her a new email address, as soon as I did that her old account started working. 
I cleaned up her iPhone mail accounts and put it all back to status quo. All working as previous now. 

[bordoodle]

On Thursday a week ago I called in to see if I could get to a knowledgeable supervisor to find out about imap problems. In order to get there you have to talk to a CSR first. But first when you call in the IVR usually provides updates as to outages or potential problems. The message was that customers may experience problems with webmail and others using 3rd party aps so Outlook and IOS mail.

After a less than a 10 minute wait I was talking to a CSR. He was just slightly aware of email problems. he wanted to know the symptoms I was having with IOS and Outlook. Then, following the script his only comment was use webmail. I'm having webmail problems with long delays between selecting an email and displaying its contents. He was not aware of the IVR and the warning about email problems including webmail. He also said that there was nothing he could do including a bit of compensation on my bill. Realizing I was pushing for more details as to the nature of the problems, 5 minutes he finally said that he could provide a $23 coupon.  I declined and then as to speak to a supervisor. He immediately hung up the phone. Wow.

Fast forward 4 days later and with continued problems I called back. I was given a case number and told a supervisor would call back. 20 minutes Hailey from Brantford, ON called back. Outlook errors continue to morph and the latest error gives me is "no password" entered when sending an email. This is due parameters not being passed from server to server. Well Hailey immediately said that it was not a Rogers / Shaw's problem and that I had to call Microsoft. I tried to impart some IT experience as to the server issues but she repeatedly cut me off and continued to say call Microsoft. I explained about imap and she said that's a Microsoft problem too and that Rogers / Shaw has no problems.

So is this the "new' Rogers model? Since I have not been able to talk to a knowledgeable supervisor I have no idea if / why they haven't done a roll back.

Also about 5 weeks ago when they had a massive mail outage my wife received an email quota warning. Looking into it I could see their email server started duplicating a few select emails. The last count that I saw before going into folders to correct was 3,723 duplicated emails.

[covkid]

So Monday I created a new IMAP account for my wife,giving her a new email address, as soon as I did that her old account started working. 
I cleaned up her iPhone mail accounts and put it all back to status quo. All working as previous now. 

[mdk]

@bordoodle wrote You continueto pound the drum about rebooting (power cycling) the cable modem. 

Yes, because that is the first thing that should be tried, and even technophobes can understand how to power-off/power-on. No need for any initial technical mumbo-jumbo.  🙂

Also, posting just one suggestion at a time, instead of a long message, avoids a "Too Length Didn't Read" response.

Finally, this is a discussion forum, not a real-time multi-person interface, unlike something "real-time" like Microsoft Teams -- a message is posted, maybe, somebody, in an hour or two, reads the message and posts to the forum, and then, a few hours later, a response to the reply is posted. This takes time. This is quite different than telephoning or online chatting with Rogers Support.