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
RussellRead's avatar
RussellRead
Icon for Microsoft rankMicrosoft
Mar 12, 2018

Hi Mahmoud Saeed El-Gamal,

 

Thank you for flagging this and sorry that we haven't been able to deliver a great support experience for you to-date.

 

I've reviewed the ticket and your e-mail communications and can understand why you are frustrated.

 

I've shared your experience with the manager of this team and asked that we get you the support you need. Hopefully we should get you back up-and-running soon.

 

Let me know if I can do anything else to help.

 

-thanks, Russell.

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
      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.

      • 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?