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I forgot my Road Runner email password.

If you forgot your Road Runner password, you can get a new one. There are two processes to follow, depending on whether you have forgotten your password before.

If you are performing the password reset process for the first time, you must enter your Cable Modem ID, or MAC address. The number is on the modem itself. You will also be asked to select and answer a security verification question.

To reset a forgotten password for the first time:

  1. Go to https://pt.rr.com. The Road Runner Password Reset Tool opens.
  2. Click I don't know my email password.
  3. Enter your Email Address.
  4. Enter the two words displayed, separated by one space.
    • If you can't read the words, click to generate new words.
    • If you would prefer to hear the words, click .
  5. Click Submit. You are prompted to enter your Cable Modem ID (MAC address).
  6. Locate the Cable Modem ID on your modem.
  7. In the text box, enter your cable MAC address, omitting the dashes.
  8. Click Submit.
  9. Select a Security Verification Question from the drop-down list.
  10. In the Answer text box, provide the answer to your Security Verification Question.
    • This answer is case sensitive, so "blue" is not the same as "BLUE." An exact match is required.
    • This answer will be used to verify your identity in the future for password retrieval.
  11. Click Reset Password. Your new password is displayed as a random eight-digit number.
  12. Record the password.
  13. Click the Self Care Section link to log in to Subscriber Self Care. You can then change your new password.

To reset a forgotten password after the initial password reset:

  1. Go to https://pt.rr.com. The Road Runner Password Reset Tool opens.
  2. Click I don't know my Road Runner e-mail password.
  3. Enter your Email Address.
  4. Enter the two words displayed, separated by one space.
    • If you can't read the words, click to generate new words.
    • If you would prefer to hear the words, click .
  5. Click Submit. The Security Verification Question you selected previously is displayed.
  6. In the Answer text box, provide the answer to your Security Verification Question. This answer is case sensitive, so "blue" is not the same as "BLUE." An exact match is required.
  7. Click Reset Password. Your new password is displayed as a random eight-digit number.
  8. Record the password. You can use the new password to access your email account.
  9. Click the Self Care Section link to log in to Subscriber Self Care. You can then change your new password.
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Article Number: 1922

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