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Outgoing email

I can not understand why I can not change the name that appears on my outgoing messages. This is a setting option but I can not enter anything in the box. When I  send an email out instead of my name appearing my email address appears to the receiver. I contacted Verizon support 2 times and was told they can not do anything about it. I was able to change this setting in the past. Below is the setting option that is not working.

Provide a name that you would prefer to use to identify yourself. The name you enter here will appear on all outgoing messages

Re: Outgoing email
Master - Level 1

I am assuming that you are clicking save at the top after you enter your selection?