Forum Discussion
Sharepoint missing - how to get support?
I have spent weeks running around in circles failing to get through to anyone in Microsoft who knows anything.
My SharePoint Online system disappeared a couple of weeks ago. An nslookup reveals that the URL is no longer recognised by the DNS. When I log into the Admin Center and navigate to Support, it says this:
When I try ringing this number, the telephone system tells me "The number you have dialled has not been recognised". I have tried numerous times to get help via the consumer support number, but they always end up concluding that I need help from the business support team (because it's SharePoint), but they don't know the external number for that, and any time they try connecting me directly I get cut off.
There is another number 0800 032 6417, but this is completely automated and whatever answers I give it always ends up telling me to go to the support website and hanging up. The support website invariably ends up taking me back to the page shown above.
It is very clear that Microsoft do not want to help their customers. Does anyone know of a means of making them help?
5 Replies
Do you use a CSP (Cloud Solution Provider) as the license/subscription provider in your organization?
If so, this might be the reason you're having trouble creating a service ticket—because the CSP is supposed to do it on your behalf.As a last resort, you can also try to open a ticket via portal.azure.com, and in the ticket description, explain that you're experiencing an issue and ask them to redirect the ticket to the appropriate place becasue you are unable to create it from M365 admin.
B rgds,
Hi Michael Brooks,
What a strange issue! The best approach to opening cases and getting support is using the Support option in the admin center. Calling Microsoft for support is a challenge without a Technical Account Manager and Premium Support.
Search for similar cases, and when given the option, click Contact Support.
Then you can have them call you or send them an email.
Hope this helps!
-Rob
Thanks Rob, but as my screenshot of the Admin Center shows, I am only given a single option for contacting support, that being a non-existent telephone number. Whilst my screenshot shows me having approached via Licensing, I get the same if I go direct via Support in the LH menu.
Actually it's just gotten worse - I can no longer get into the Admin Center with this account. After entering my credentials, it gives the following:
If I click the "Service Request" link, the browser goes into some sort of infinite loop whereby it releatedly tries contacting the server, and eventually it gives up with a "request blocked" message.
That is quite bizarre. I found two more links for you that should help.
Customer service phone numbers - Microsoft Support
Let me know what happens!
-Rob
