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Occasional Visitor

Been on to 5 different 'support' members and have got nowhere but have lost over 2 hours of my life that I will never get back.

 

Here is the last transcription so you know the situation. At least she opened up a case number: 1002835443 so am ever hopeful that perhaps you can help...

 

Thank you for contacting Microsoft Support. To maximize your support experience, please refrain from closing this browser on your end. You’ll have the opportunity to share your feedback on your support experience with us, just stay connected.’ This is Cyrene. How may I help you today?

I'm not getting some of my emails

Hi there! May I have your name please so I can address you properly?

Lisa

Nice meeting you Lisa! By the way, here is our case number 1002835443 for your referece.

I completely understand how important this is for you receive emails. No worries, I am here to help you.

Can you share with me how do you access the outlook. Is it though app installed on PC, Installed on phon eor outlook.com from the web?

All of the above

And you do not received emails using all the above platform?

Yes - just about 10 peoples have for some reason stopped coming through - not even into my Junk folder and they aren't receiving any message to say they've not been delivered so all rather frustrating

And very strange

have ow been on to 4 different people in your team and not one has been able to help me

even through screen sharing and phone calls

i understand your current situation and if I we're in your situation I would feel the same.

May I know what is the affected email address?

btcp@live.co.uk

Got it.

Just to confirm, you are not receiving any emails at all or just for some recipient?

can you try to send a test email on your email please.

Just about 10 people that I Know about so far. everything else is fine

Alright. Have you added them on safe sender list?

They are and always have been. This issue began about a month ago

Never had a an issue with any of them before that. THey're not even going into Junk - so none of it makes any sense

By the way, I would like to share that I am from Office Technical support and this issue is related to the outlook.com server and we do have other support for that as they are the only one that has access to the server but let me try my best to help you first on this before we contact them.

Got that.

What about rules?

Could you please check it?

No rules are set. I've been through everything and couldn't see anything amiss - and haven't changed a thing. I have just finished with one of the support people and it was them who linked me to you.

Thank you for that information. From what department are they?

No clue!

I have now spent the past nearly 2hrs being passed from one person to the next and no one seems to have a clue what they're doing

Just to share our Outlook.com support are available through email they might be from windows support or billing.

Also may I know what domain are the people using to send you an emails?

Who knows - just spent 1/2 hour with Paulene who was remotely on my Mac going through it all.

The emailers are from all different domains - hotmail, gmail, btinternet

I mean. Are they using work emails to send emails to you?

Got it.

And none of them have had any issues sending emails to me prior to last month

I'm really sorry to hear that you have gone to all of this. I can't imagine spending hours and they was not able to identify the issue but let me explain it to you what might causing the issue and how outlook apps work on your desktop.

Its not an 'app' issue - its the same when I access on webmail

To start I am from Office Technical Support specifically for the installed application on your PC/MAC. Now since the issue is also happening on your webmail the problem would be on the server already. The outlook application only mirrors what is happening on your webmail that is why when you do not received emails on webmail it would also reflect on your application.

The issue is clearly with something either in outlook or with my email address - so how can we figure out what has happened. You're not like Apple where I can go and see someone inshore who can figure it out as you haven't invested in any support like that

Since the problem is with the your email already and this can be fix on changing something on the server which we do not have access as only our outlook.com support has.

What I can assure you is that the outlook.com would be able to fix this for you right away on the server and you can then received emails.

I'm really sorry for the time and effort that you spent and yet you weren't directed to correct department but let me help you onnect to thme.

Would that be alright?

Here we go again...

so I have to explain all of this all over again for the 6th time

If I could only fix and change the settings of your email on our server I have done it for you already.

No there is no need to explain your self again. You may cope and paste our chat conversation on the emails instead and provide our case number 1002835443 .

Then the outlook.com would know what to do next.

SO how do I get in touch with them???

Please sign in at https://outlook.live.com using your Microsoft account.

Click the question mark (?) icon in the upper right.

Enter a brief description of the issue in the Search help box then hit Enter.

You'll see suggested solutions that you can try and just scroll down, then click the "Yes" button below "Still Need Help?"

You can add more information about your issue or paste our conversation then click the Send button and take note of your email ticket number. One of our dedicated Outlook.com specialists will contact you via email the soonest or within 24 hours.

Rest assured that they will be responding with a result on this one as they have all the tools needed.

There's no email option

Nowhere to cut and paste anything into. So don't understand what you're talking about

Currently they are reachable though that option and the will be responding through emails with the resolution to this issue.

There is no option - I don't get what you're meaning

What about you enter there the Problem with receiving emails from domain fmail, btinternet and yahoo. No rules and added to safe sender list.

Also provide this case number: 1002835443

So they can review our chat instead.

There is no email support option

Are you on outlook.live.com?

Have yo click on the the question mark (?) icon in the upper right?

Enter a brief description of the issue in the Search help box then hit Enter.

All you have to do is click send button then our outlook.com will be responding to you.

I have done the. I then put in the issue and clicked yes, still need help but the window that then opens up is all about Microsoft 365 - with no option to email support

I have done the. I then put in the issue and clicked yes, still need help but the window that then opens up is all about Microsoft 365 - with no option to email support

What about you go to this link: https://techcommunity.microsoft.com/t5/outlook/ct-p/Outlook

Then post it there.

Our engineers are monitoring that page and will response back to you3

 

 

 
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