At Financial Planning Resources, Skip Nichols works to help all his clients grow and protect their wealth.
It turns out, only some of them were getting his advice.
"(In) December we started getting some calls from people who said they weren't getting their e-mail," said Nichols.
"At the time this was going on, it was critical. You think about what was going on during these months. We had a stock market that was going down 55 percent."
After investigating the problem, Nichols discovered the 200 clients who weren't getting his e-mails had one thing in common.
"They were all Cox customers," said Nichols.
Then, Nichols says the real challenge began. For the next two months he says he tried to get Cox to fix the problem.
"Cox said oh no there's no problem at all," said Nichols.
When Nichols says the company IT guy couldn't fix the problem either he called someone else.
"Somebody said we should call 2 Works For You and praise god! 2 Works for you does work," said Nichols.
Just hours after calling the volunteers at 2News Call For Action Nichols got a call from Cox. And, the next afternoon the problem was fixed.
Cox's system was recognizing Nichols' e-mails as spam, and that was blocking them from getting to his clients.
"I don't think there's any way it would have gotten solved without you all helping us," said Nichols.
Cox sent us a statement about Nichols' problem. The company says it happened only because it diligently tries to protect its customers from unsolicited e-mails. And with recent reports on phishing and spamming the company says it makes every attempt to keep its customers safe.
If you believe you're sending out e-mails that aren't being received, contact your internet service provider.
