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Andy
Andy, Computer Consultant
Category: Computer
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Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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Centurylink.com had me enter a new password Sunday. I did so

Customer Question

Centurylink.com had me enter a new password ***** I did so and now I cannot send messages from my Apple iPad. I receive but cannot send. My PC can both send and receive. The message I get on the iPad says SMTP***@[email protected] cannot be sent.
JA: How old is your iPad, and what model are you using?
Customer: The iPad is about 4 years old. Model # not shown. Serial # DYVJLF81DFHW, 16GB
JA: Have you installed any updates recently?
Customer: Yes. I said I was required by Centurylink to enter new password.
JA: Anything else you want the computer expert to know before I connect you?
Customer: Nope
Submitted: 1 month ago.
Category: Computer
Expert:  Martin replied 1 month ago.

Hello and welcome.

Have you updated the new password ***** was set for your email on your iPad?

Expert:  Martin replied 1 month ago.

From the Home screen, go to:

Settings > Mail, Contacts, Calendars

Then select your Centurylink email account, tap on the email address next to account and a new window with options should come up letting you modify the password with the new one that was set.

Let me know if you are able to get this far.

Customer: replied 1 month ago.
I have gotten that far. I HAVE already modified the password *****
Expert:  Martin replied 1 month ago.

Ok great

Expert:  Martin replied 1 month ago.

Next step is to press and hold the power and home button for about 30 seconds.

The device will turn off, back on then back off again.

Once that happens, let go of the buttons, wait 2 seconds and turn it back on.

Customer: replied 1 month ago.
OK, I finally got the thing turned back on.
Expert:  Martin replied 1 month ago.

Ok can you test your email out now

Customer: replied 1 month ago.
I tested. It still will not send messages.
Expert:  Martin replied 1 month ago.

What error do you get this time?

Customer: replied 1 month ago.
I get exactly the same error message as reported originally. SMTP***@[email protected] is incorrect.
Customer: replied 1 month ago.
OK. It is not 12:35 p.m. and I have had no answer. I'm going for lunch and will return ASAP.
Expert:  Martin replied 1 month ago.

Sure, I will be here

Expert:  Martin replied 1 month ago.

When you get back, go into your email's settings and see if you can find the SMTP and IMAP (or POP3) settings and tell me what you have them set to

Customer: replied 1 month ago.
I'm not clear about what you want. But under email Account, the incoming mail server is pop.centurylink.net, and outgoing is smtp.centurylink.net. These settings never have been touched by me.
Expert:  Martin replied 1 month ago.

The settings look correct.

Are you able to log into your email via the web browser?

And if so, do you see all your emails on there?

Customer: replied 1 month ago.
all emails are there, the un-sent ones are cached in the Outbox. Incoming messages are arriving without problems.
Expert:  Martin replied 1 month ago.

Can you remove the ones in the Outbox and then remove them from the deleted items and try sending yourself an email?

Customer: replied 1 month ago.
I removed them from the Outbox, and they never appeared in thw
Expert:  Martin replied 1 month ago.

They didn't appear in the deleted items / trash?

Customer: replied 1 month ago.
I removed them from the Outbox and they never appeared in the deleted file. I tried, for the 40th time to send me a message from the iPad and still get the error message. I can message myself via the PC.
Customer: replied 1 month ago.
No, they never showed up in the Trash file.
Expert:  Martin replied 1 month ago.

Ok what I would do is remove the account from the iPad and re-add it.

Do you know how to do that?

Customer: replied 1 month ago.
I do not know how to do that.
Expert:  Martin replied 1 month ago.

Are you contacting me from the iPad or from a computer?

Customer: replied 1 month ago.
I am communicating via the PC, but the the iPad is on my lap.
Expert:  Martin replied 1 month ago.

May I connect with you remotely so I can show you what you need to do from the PC screen?

Customer: replied 1 month ago.
You can show me via the PC screen.
Expert:  Martin replied 1 month ago.

Thank you. Please accept the remote support offer, then From your computer click the following link:

https://ngmt.screenconnect.com/?Session=1b283e24-9931-46b3-86e0-42af322ab6b4

Then click Join your session -->

And run (open) the program that gets downloaded Elsinore.ScreenConnect.Client

Let me know once you've done that or if you need additional steps.

Martin

Customer: replied 1 month ago.
What? You are offering a new $39 offer after I've already had committed to a $40 offer for assistance that has yielded zero results. I hope I have misunderstood you.
Expert:  Martin replied 1 month ago.

I'm not with billing but let me verify that for you

Expert:  Martin replied 1 month ago.

Yes, the remote session is extra and I can set the amount lower

Expert:  Martin replied 1 month ago.

It is also fully refundable an completely optional, if you prefer I can give you textual instructions.

I offered remote so we can work on this at a faster rate since we've been at this for a while now

Customer: replied 1 month ago.
Are you suggesting a $5.00 fee for the "textual" instructions?
Expert:  Martin replied 1 month ago.

No, that's for remote assistance, so I can connect to your PC and show you visually what to do whilst we chat in real time

Expert:  Martin replied 1 month ago.

It's the minimum amount I can set it to as it is usually $39

Customer: replied 1 month ago.
Are you saying the Remote Assistance would be $5.00?
Expert:  Martin replied 1 month ago.

The message on your screen with the accept button should indicate that, yes

Expert:  Martin replied 1 month ago.

I sent it again to make sure

Expert:  Martin replied 1 month ago.

Here, give our billing department a call on 1(###) ###-####br />
See if you can get them to help you get the remote session to go through as it doesn't seem to have gone through.

I'll be waiting here for when you're ready

Expert:  Martin replied 1 month ago.

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