Forum Discussion

Mark Weusten's avatar
Mark Weusten
Copper Contributor
Nov 09, 2017

How can I escalate issues in Office 365?

I have had a support case running with 365 for a couple of weeks. They close the ticket over the New Zealand weekend because of time differences, I reopen it and then have to provide the same informa...
office 365
sharepoint
Ken Ip's avatar
Ken Ip
Copper Contributor
Mar 14, 2018

Hi There,

 

I am so glad finding this community. Hope Russell can help.

I am migrating one of my customers to Office 365 three days ago, everything working fine until yesterday at 9:30am (3/13/2018). All outgoing emails are not working, (Remote Server returned '550 5.7.705 Access denied, tenant has exceeded threshold.), incoming is okay. I've worked with two MS support engineers with this Ticket #7608791, but no luck. 

My concern is that the system take up to 24 hours for each update/diagnostic the MS engineer did. The outgoing email has been stopped for almost 48 hours, Is there a way to escalate this issue?

 

Best Regards,
Kenneth

 

Ken Ip's avatar
Ken Ip
Copper Contributor
Mar 15, 2018
Another day we have no outgoing email. MS said someone will call me back shortly but I have been waited for 10 hours.
  • RussellRead's avatar
    RussellRead
    Icon for Microsoft rankMicrosoft
    Oct 21, 2021

    bbaker8 sorry to hear that the team weren't able to update you as quickly as you needed.

     

    Good to see that the incident is now resolved and mailflow is restored.

     

    -Russell.

  • bbaker8's avatar
    bbaker8
    Copper Contributor
    Oct 19, 2021
    We have the same issue where we as tenant are not able to send outbound. Our case is 27991967, and there is a broader incident EX292301. Root cause of this is "an upstream metadata issue is causing anti-spam services to incorrectly block your organization from sending external email."

    It has been crickets in terms of status updates since last night. We're coming up on 24 hours since the anti-spam service went off the rails and shut us down. I've requested updates on resolution on the case, but haven't heard back. Any chance we could get some info?
  • Ken Ip's avatar
    Ken Ip
    Copper Contributor
    Mar 16, 2018
    Issue has been resolved this morning by removing domain name from MS block list.

    Thanks Russell for the help!
  • RussellRead's avatar
    RussellRead
    Icon for Microsoft rankMicrosoft
    Mar 15, 2018

    Hi Ken Ip,

     

    Sorry to hear that you've been without outbound e-mail for the last few days. I can see that you've sent several NDR examples - thanks for providing the information to help the team to troubleshoot.

     

    I've sent a message over to the folks who manage this team to see what we can do to expedite this one to get you back up-and-running.

     

    -thanks, Russell.