Forum Discussion
Need to help escalate concern for focus OD-SPO
For several weeks, both my OneDrive and SharePoint storage reported incorrect values. In mid-to-late June, I deleted both Primary and Secondary recycle bins but the files came magically back twice.
When I finally managed to have someone look at the concern through Quick Assist, I have also deleted the files and they never went away. The MS Support Engineer said they're doing "advanced diagnostics". What I remember a day before I had an issue with OneDrive and SharePoint is that Azure or Microsoft 365 had issues. When I transferred files to SharePoint from OneDrive, the storage utilization never changed.
If I had to provide feedback about MS Support, they stood me up for a whole week at one point and, despite stating email in the communication preference because my vocal cords are damaged, they keep calling then email just to tell me they can't reach me. New agents assigned to the ticket almost never read ticket details. Just 2 people.
Any help from Microsoft to look into this would be appreciated as I have emailed escalation personnel from the BPO but nobody replied since earlier this morning. It's close to 4PM Eastern now.
FYI Tracking ID 2406220030001049. Ticket has been open since mid-June. FYI RussellRead
Regards,
m365bizsubs001
MS365 Business Standard Subscriber
6 Replies
- It sounds frustrating to deal with storage discrepancies and files reappearing. I hope the issue is resolved soon and that you get the accurate storage information you need. If there's anything else I can assist with, just let me know!
- It was really weird.
I've been a long time OneDrive user and this was the first time that kind of behavior affected my experience using the product.
I ended up deleting a lot more files just to see if OneDrive and SharePoint would eventually normalize and report actual storage usage - they never did. Strangely, the storage usage seemed to have only normalized after Microsoft Support Engineers performed "advanced diagnostics" on my account.
As to what they exactly did, I have no clues.
One of their Engineers stated I resolved my own issue. I am out of words what to tell support except that I am out of patience.
- RussellRead
Microsoft
Hi m365bizsubs001,
Sorry to hear this. I moved into a new role several years ago and I no longer have access to the ticket management system, so I can't see any details about your support ticket or the team who are looking at the ticket.
If you're not making progress, I can log an internal escalation. To do that, you'll need to DM me with some details so that I can log the escalation for you. If you aren't comfortable sharing this information via the community, I'd suggest contacting the manager or technical lead who is listed in any of the e-mail communications you've received. If there are none listed, ask the support person who's helping you for those details.
When you DM, I'll need your first/last name, tenant name (the at onmicrosoft dot com one), your e-mail address, phone number, and country (I'm guessing USA). I think that should be enough for me to get something logged in the system and somebody can then follow-up with the support team to find out what's going on.
-thanks, Russell.
- Thank you, Russell. I replied to you via DM.
