Outlook stopped connecting to Shaw email

Question

Outlook stopped connecting to Shaw email

Anonymous

I have been using Outlook with my Shaw email for over 10 years. It stopped working 2 days ago. I tried updating my password (stronger) but that didn't fix the issue. Rogers/Shaw says that there is nothing wrong with the account and it must be the mail client.

I was using IMAP but have also tried POP and Exchange. Nothing is able to connect.

Message: 'The connection to the incoming (IMAP) server was dropped. Please check the incoming (IMAP) server settings and try again.'

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

6 answers

Answer 1

What happened is that Rogers bought Shaw and ever since a lot of things have "changed", in our opinion for the worse, which has nothing to do with Microsoft or Outlook. We've seen these complaints from other users too.

Shaw WebMail works fine but Rogers/Shaw servers reject IMAP and POP3 connections with exact same credentials; with SSL or without - all the same.

When clients call Shaw/Rogers, the offshore tech support often has no clue and just waste time by saying the same as posted on Shaw/Rogers support page giving you their standard (OLD) IMAP and POP settings. Then when it does not work, they just say that Shaw/Rogers do not support any web clients and if WebMail works, that is the only thing that they support.

PATHETIC and terrible service IMHO. We've been switching clients away from Rogers/Shaw who in our and their opinion became much worse, including support.

P.S. In our experience changing from "classic" to "modern" setting in Shaw WebMail Preferences hasn't helped those with whom we tried.

Answer 2

Confirmed that this worked for me this afternoon with Outlook 2021 on two shaw.ca accounts. Enjoy!

Please follow the instructions below as Rogers KB is lacking steps.

Using Webmail to enable IMAP/POP access

Sign in to Webmail and make sure it is set to Classic
Select Preferences.
Select Mail.
Scroll to the Access from Other Mail Client section**.**
Select Enable POP access checkbox
Configure When Messages are accessed by POP options as desired
1. Message Downloads
2. Incoming Junk Messages
3. Incoming Deleted Messsages If you use POP, make sure to set leave incoming deleted message in the inbox to keep a copy of emails in Webmail. Otherwise, all incoming messages will be deleted after downloading.

Answer 3

They recently updated their webmail page as part of the rogers shaw merger theres a setting on the webmail preferences you need to set it to modern from classic, additionally you need to remove your account from outlook then re-add it (WARNING READ BELOW BEFORE REMOVING)

This fixes the issue for some people however others are still having issues and shaw is still in the process of looking into it, note if you remove your account you will not be able to add it properly again if the problem persists and will only be able to access your mail through the webserver.

After talking with a tech at shaw my guess is theres some security thing outlook is requiring the mail server is not providing causing you to be unable to login.