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You must update your Rogers email account settings

57
Resident Expert
Resident Expert

I got an e-mail on one of my e-mail accounts this morning. Interestingly I only got it on one of our accounts, not the other three accounts that my wife and I have.

 

At first I thought it was phishing, but it appears that people who use certain e-mail clients (like Outlook) will have to reconfigure those clients for a "new password" (app password).  Webmail  doesn't appear to require the change. 

 

The e-mail states:

 

Important: You must update your Rogers email account settings.
 
Protecting your data is as important to us as it is to you. Rogers is making several security upgrades and implementing a new authentication system to further protect you and your data.
 
Rogers requires you to update your email settings to continue using your email account.
 
It only takes a few minutes of your time to ensure you have uninterrupted access to your email.

 

There is a link as follows indicating the people who need to do this, as well as instructions on how to do it:

 

http://www.rogers.com/web/support/internet/email/442

 

Please excuse me if this is discussed elsewhere. I did try searching and didn't find a thread on this specific topic.

 

***EDITED LABELS***



325 REPLIES 325

Re: You must update your Rogers email account settings

BS
I'm a Senior Advisor

@bushwah  @57  Is correct, what you were told is not what the statements in the original post are.

 

http://www.rogers.com/web/support/internet/email/442

 

Who doesn’t need to update their settings?

No changes are required if you only check your email using Rogers Yahoo! Webmail. You can still use your username and personal password to log in as you normally do.

Customers who used the automatic Yahoo! setup option on the following mail clients are also good to go:

  • Mail on iPhones and iPads running iOS 9.0 and above
  • Mail on macOS 10.11/El Capitan and above
  • Users of the Gmail client on Android phones and tablets running Lollipop/5.0 or newer
  • Users of the Outlook Mobile app
  • Users of the Yahoo! Mail app

Who needs to update their settings?

Customers with Rogers Yahoo! email addresses who use an email client like Microsoft Outlook, Windows Live Mail, or Outlook Express, versions of macOS Mail older than macOS 10.11/ El Capitan, or others that get email using either POP or IMAP.

Customers using cell phones and tablets may also need to change their settings if they’re using older devices or have manually set up their device for POP or IMAP using the “Other” option instead of the Yahoo! option.

 

Note that they do not support clients other than the ones listed in the original post at the url above.

 

So, you are on a desktop on Thunderbird - yes you do have to do it - you can wait and yell,

 

But to aid you here are the directions..

 

I am using Windows 10 and most recent version of Thunderbird.

 

My instructions are based upon you will also have your account setup with the password - here are the changes you will do.

 

After following the instructions to create the App Password in the member centre:

 

You will have created a 16 digit random set of lower case letters - push the copy button.

 

 

Now to be honest, Thunderbird does not make it simple to understand how to change the saved password

 

At the top left in the Windows version (can't speak to other OS), see the 3 bar hamburger beside the search bar - Click the hamburger

- Choose options

- Choose security

- Choose passwords tab

- Click saved passwords

(note if you have a master password set - always a good idea so people can't access your passwords - enter it

- you need to click show passwords

- you will see a list of all accounts and passwords in your thunderbird

 

-  you need to click show passwords

- then in the menu from left click the selected account

- you will now see your password highlighted

- paste the app password from the member page into the password box

- Enter and back out

 

Then test to see if you can access the email - should be fine now.

 

Told you that it is not the most user friendly layout to do this.

 

Here is the best link I can find - depending upon your version, it may be the hamburger button, or the tools as it says in the reference

 

http://kb.mozillazine.org/Setting_and_changing_email_passwords

 

Best of luck on that one.  And yes, it was the number of the group dedicated to this issue, but sounds like you got someone who didn't fully understand what you asked.

 

Answer should probably gone like this.

 

Me: To start, I am using a desktop computer and Thunderbird for email.

Rep: we do not actually support any other clients other than the ones in the support document at ....

(if they do happen to know Thunderbird, they may help you, but more likely)

You will have to go to the documentation or support for your email client with Mozilla thunderbird.

 

Those instructions will guide you how to put in the App Password in the Password section of your software, and you will paste it as in the instructions for our supported apps.

 

You:  grumble, grumble - go to forums - one of us guide you through it.

 

Rep:  Now, do you have any of the support clients?

You: No

Rep: do you access your email on any cell phones

You: no

Rep:  Do you have any other questions I can help you with today.

You: thank you, grumble, grumble, off to forums you go.  Hopefully they may suggest you check the forums.

 

Unfortunately it is 15 pages long because there has been questions about the rationalle and answers, testing results on various clients, more people asking more questions, more answers, and so on - and as with a lot of threads, you and we get lost in the mud - It is unfortunate that the forum application does not have sub threads like many support sites have so you can look for the one most relevant to you.

 

Good luck - if stuck, try contacting me via PM and I may be able to walk you through it - I am not good at creating visual versions, or I would have done that.

 

This has been confusing for all from day one.  You are not alone.

 

Bruce

 

 

 

Re: You must update your Rogers email account settings

bushwah
I Plan to Stick Around

If my previous post had remained in the thread, we would have been able to see (as I actually said in the first place) that I diligently went to the link given in the email and read all of the incomprehensible nonsense there.

 

What I was told on the phone is what Rogers told me. If it's different from what's in the original post here, that's the way the cookie crumbles, I guess. It will be Rogers' cookie if and when everything goes south, and it will be Rogers' job to fix it, if Rogers gave me incorrect information. I didn't come here looking for support or advice or directions, actually. I came here to report what Rogers told me.

 

"After following the instructions to create the App Password in the member centre:"

 

I could not find instructions for creating an App password in the member centre.

 

I could not find ANYTHING in that unintelligible mass of verbiage.

 

I did end up somewhere where I attempted to change a password in response to prompts. It kept ignoring me.

 

I don't care whether Rogers does or does not "support" my "client". Rogers is apparently going to interfere with my access to my email, and Rogers can fix that.

 

I'm sorry to sound obstreperous and I understand you were trying to help. I will probaby try to decipher what you have said at some point. I'm not going to spend a lot of my actually quite valuable time, in pure money terms, doing it. I am a professional in my own field, not a computer programmer, and I really have no desire to understand or deal with any of this. I can only imagine my mother, whose 87th birthday is today and who has Rogers, trying to deal with this, if I hadn't got smart when we gave her a laptop for her 80th and taught her how to use it, and set her up with Gmail only in the first place. Frankly, I may just abandon Rogers for email altogether myself, as I now rely largely on Gmail anyway (with mail forwarded to my Rogers account) because of Rogers' huge unreliabilility in my area.

 

Thank you again, and I will consider your advice. I won't do what the Rogers rep did, and wish you a blessed day. If I could see a barf emoticon, I'd add it. 😉

 

Re: You must update your Rogers email account settings

davehooper
I Plan to Stick Around

So, here's the lay of the land for myself. I obtained a thing called an App Password by going through the Rogers process. I've stored that string of alphanumeric characters. And Rogers knows I have done so.

If I use my web browser (Chrome) to access the Rogers / Yahoo web mail page I don't need an App Password. Check. So no need for me to do anything on that front.

I use Thunderbird (latest version 51) as my email client on this computer. Thunderbird does not provide a mechanism for me to tell it what password to use. Period.

If and when Thunderbird fails to connect / authenticate with the Rogers / Yahoo server, due to rejected password for my account, Thunderbird will prompt me for a valid password. Then, and only then, will Thunderbird store that password for future use.

I can only sit and wait for the day that Thunderbird tells me the Rogers / Yahoo email server rejected my old password and asks me for the new Password (or App Password)  I'll give it the new string of alphanumeric characters and hope for the best.

Re: You must update your Rogers email account settings


@bushwah wrote:

If my previous post had remained in the thread, we would have been able to see (as I actually said in the first place) that I diligently went to the link given in the email and read all of the incomprehensible nonsense there.

 

What I was told on the phone is what Rogers told me. If it's different from what's in the original post here, that's the way the cookie crumbles, I guess. It will be Rogers' cookie if and when everything goes south, and it will be Rogers' job to fix it, if Rogers gave me incorrect information. I didn't come here looking for support or advice or directions, actually. I came here to report what Rogers told me.

 

"After following the instructions to create the App Password in the member centre:"

 

I could not find instructions for creating an App password in the member centre.

 

I could not find ANYTHING in that unintelligible mass of verbiage.

 

I did end up somewhere where I attempted to change a password in response to prompts. It kept ignoring me.

 

I don't care whether Rogers does or does not "support" my "client". Rogers is apparently going to interfere with my access to my email, and Rogers can fix that.

 

I'm sorry to sound obstreperous and I understand you were trying to help. I will probaby try to decipher what you have said at some point. I'm not going to spend a lot of my actually quite valuable time, in pure money terms, doing it. I am a professional in my own field, not a computer programmer, and I really have no desire to understand or deal with any of this. I can only imagine my mother, whose 87th birthday is today and who has Rogers, trying to deal with this, if I hadn't got smart when we gave her a laptop for her 80th and taught her how to use it, and set her up with Gmail only in the first place. Frankly, I may just abandon Rogers for email altogether myself, as I now rely largely on Gmail anyway (with mail forwarded to my Rogers account) because of Rogers' huge unreliabilility in my area.

 

Thank you again, and I will consider your advice. I won't do what the Rogers rep did, and wish you a blessed day. If I could see a barf emoticon, I'd add it. 😉

 


I'm sorry to say that the information that the rep gave you was incorrect. You must create an app password and apply it to Thunderbird. Unfortunately Thunderbird is not supported and the path to passwords in Thunderbird is pretty well hidden. I will attempt to provide the location to update your password following this.

 

Thunderbird version 25.5 (should be similar in other versions)

1) click on the 3 horizontal lines towards the upper right corner

2) hover over options, then click on options

3) click on the security tab

4) click on the passwords tab

5) click on saved passwords

6) click on show passwords and select "yes"

You should now be able to view and update your password but if other versions are not the same, you can google how to change password in Thunderbird (version)

 

Hope this helps.

BTW the number you called is not a dedicated number for app passwords, it routes you to hispeed internet tech support without the prompts.

 

Brian

 

Re: You must update your Rogers email account settings

davehooper
I Plan to Stick Around

Borford: I did not realize that Thunderbird allowed passwords to be edited via the Options -> Security route.

 

I did just that a few minutes ago. I swapped out my old (of my choosing) password with the new 16 character one (App Password) that Rogers generated for me. I did it for both the POP and SMTP entries. I'm running TB version 51.

 

They work. I'm still able to get and send emails with the new password.

 

Thanks for the pointer to that Thunderbird feature.

Re: You must update your Rogers email account settings

BS
I'm a Senior Advisor

@davehooper and @bushwah

 

Glad that information, although very long (I could not think of any easy way to show it - it is the most convoluted method of changing a password I have ever seen).

 

I was also trying not to duplicate the link information on how to create the app password as I was trying to support the Thunderbird question.

 

Yes, @Dave..  I had seen the reference to changing the password, then waiting for the Thunderbird client to prompt me for a new password.

 

I actually at first tried something different - I just deleted that account setup, then created it again with the new app password.

 

So just trying to help - wish I was still an expert in my own field (teaching, documentation, communicating), but I am not.

 

And as for the reality that Rogers does not support some clients, that is true for all service providers and they do suggest we go to the provider of our software client.  It is sort of like will Android support how to set up a BB hub and devices through Google play - nope.  Do they support the alternative email clients that the manufactures provide on our phones - no, their focus in on Android and Google products.

 

No company can be expected to keep up with every single version of different applications. It took me 2 hours to figure out the solution (although I will agree it was not well worded - just who I am and my current communication skills clouded by mental health cognitive problems and concentration).

 

Thanks to @borford for pulling out my steps and putting them seperately to follow with more clarity.  Much appreciated.

 

All the best to all with this change - it is frustrating to me too and I have not been impressed by the communication or support related to this change.  I think Rogers has the same problem that I have - not fulling how to best communicate to a wide range of people and having support people who know how to accommodate the confusion and frustration of the customer first, so they can begin to understand.  Just my opinion.

 

Bruce

 

 

Re: You must update your Rogers email account settings

davehooper
I Plan to Stick Around

@Bruce: I had been waiting for the day when my Thunderbird came back to me and told me my old password wouldn't work. And then for me to enter the new, Rogers generated, password to replace the old one.

 

I figured Rogers would remember I'd generated a new password and then cease reminding me with emails to update my password. But no, the reminders kept on coming.

 

Its strange. My old password consisted of 9 characters. The one Rogers generated in 16 characters long. Unless there is something embedded in that string (ie: cyclic redundancy check character) I fail to see what all the fuss is about.

 

But I have a question. If I was to become a brand new email user with Rogers and installed Thunderbird (or any other client) what would happen when I simply dreamed up my own password. What if that was 16 characters long. Would Rogers care? What if it was 12 characters long? Would I then get asked to upgrade that password?

 

The bottom line here, is that the reason for us having to go through this wasn't made clear. I'd heard about dual password support, but nowhere are we being asked to have two password strings.

Re: You must update your Rogers email account settings

davehooper
I Plan to Stick Around

I think I'm starting to understand.

 

When I use my browser and go to Yahoo web mail I still use my old password. That works just like it always has.

 

But now, when I use my email client (Thunderbird) its now been set up with a new Rogers generated 16 character password. Called an App Password.

 

My guess? When my email client goes to the Rogers server it sends it my App Password. Rogers then uses that to fetch my old password that it then uses to connect to the Yahoo email server. Only a guess on my part. Since Rogers doesn't have an email server. Yahoo owns the real email server.

 

Is that called dual passwords? Who knows.

Re: You must update your Rogers email account settings

57
Resident Expert
Resident Expert

@davehooper:

 

What you may be hinting at is "two step verification"

 

https://help.yahoo.com/kb/add-two-step-verification-extra-security-sln5013.html

 

or "two-factor authentication"

 

https://ssd.eff.org/en/module/how-enable-two-factor-authentication

 

You may be right in that since you keep your webmail password, Rogers is, in essence, forcing a more secure way of communication when using a client.



Re: You must update your Rogers email account settings

JKnott
I'm a Reliable Contributor

What's all this fuss with Thunderbird?  I just changed the authentication type from normal password to OAuth2 and it just works.  However, I notice that only works for IMAP (no idea about POP), not SMTP, so it's for receiving mail only.

 

Re: You must update your Rogers email account settings

davehooper
I Plan to Stick Around

@57:   Yes, I think so.

 

Its almost as if Rogers is acting as a cutout with regard to email clients. The client connects to a Rogers server with a 16 character App Password. And then Rogers hits your Account Information for the Yahoo email server and uses that to connect.

 

Now, will Rogers cease and desist in sending me "Update your account" emails. We'll see.

Re: You must update your Rogers email account settings

davehooper
I Plan to Stick Around

@JKnott: I'm using POP and SMTP with my Thunderbird. OAuth2 is not an option for the POP side.

Re: You must update your Rogers email account settings

timlocke
I Plan to Stick Around

I have a new question!     

 

I have done the thing on my PC  as I noted some posts back and it all works.

Now I have to do the same for my wife.

Reading the assorted instructions and comments it looks as if I have to do this on her PC, she also uses T'bird.    IS THIS CORRECT?

 

I can sign on as her on my PC from the 'sign in ' page linked from the Email ( she has not received the email)  and generate a password. But is that enough.  The information given  suggests   that the PC identity is embedded/encrypted into that new password.  Maybe Rogers will sort that out when she first uses the new password on her PC.

 

I will try it and report.

 

Re: You must update your Rogers email account settings

JKnott
I'm a Reliable Contributor

@davehooper wrote:

@JKnott: I'm using POP and SMTP with my Thunderbird. OAuth2 is not an option for the POP side.


 

Given that Yahoo is deprecating POP, why not move to IMAP?  Also, if you're using multiple devices for email, you're better off with IMAP anyway.

 

Re: You must update your Rogers email account settings

I've been getting in browser messages about this almost every time I load a webpage. Is there a way to turn these messages off? I've already made the adjustments they outline.

Re: You must update your Rogers email account settings

eaainc
I've Been Here Awhile

Im having same issue, open a ticket regarding the browser message(redirect/popup/superimposed)

ent back reply saying no issue found perhaps we need to send a tech .... its been mentioned here 3times now so seems its happening .... We need a fix ....

Re: You must update your Rogers email account settings

AMur
I'm Here A Lot

Now that we're talking about Thunderbird:

 

I have 2  rogers email accounts, one for home and one for work.  

I had success getting the home account working:

1. I created an App password for the home account.

2. Went to Tools>Options>Security>Passwords and deleted the saved password for the home account (the mailbox://pop.broadband.rogers.com) .

3. Tried to download messages for home account, and got prompted to enter a password.

4. Entered the App password, with the Remember Password option checked.

5. The password for the outgoing server (smtp) is still my old password.

6. Good: I can send and receive mail to and from this home account.

 

What about my work account?   Repeating this process, I tried using the same App password for the work account (it's the same Thunderbird client, same PC), got error msg: "Sending of password ... did not succeed.  Please try again later."

So I created a 2nd App Password for the work account and using the same process  I added this password to Thunderbird's saved passwords list.

I'm still getting the same error msg for the work account.   I can send messages from my work account, but can't receive any.

 

I'd be grateful if someone can tell me where I'm going wrong.  Also, is it correct that I should continue to use the old password for the outgoing smtp server?

 

 

Re: You must update your Rogers email account settings

romulus
I've Been Around

Did you use the same "old" password for your HOME and WORK accounts ?

If so, that might be the problem.

Re: You must update your Rogers email account settings

eaainc
I've Been Here Awhile

For the last week i have been getting a superimposed/redirect/popup (unsure what it actually is) message from rogers when i open up tabs or links. The message usually is quick but is crashing the page and giving me "The connection was reset" page, but loads the page once i use the reload button. It is happening when i open multiply tabs and when i'm trying single tabs aswell. On the message it does not have a button i can press or box to tick to not continue recieveing the email message as ive already reset the account passwords. I opened a ticket with rogers but recieved an email this morning saying they can't find the issue (yet its been brought up on the longer email password change thread) so it is an issue. very annoying can someone help ?

Re: You must update your Rogers email account settings

AMur
I'm Here A Lot

@romulus wrote:

Did you use the same "old" password for your HOME and WORK accounts ?

If so, that might be the problem.


Thanks.   No, I've always had different passwords for the home and work accounts.

Re: You must update your Rogers email account settings

PaulH
I Plan to Stick Around

I still haven't received a notification from Rogers about this change, and I can still access my Rogers email account on my various devices. 

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