Does your mail or Internet stop on your iPhone?

Does your mail or Internet stop on your iPhone? Well it happened to a coworker and this is what I did.

She called me and said that her mail stopped the day before and needed it to work. I looked at her account and her account was working and not locked out. This is a common problem when things don’t work. Then I did a series of tests of her account since we were migrating to Office 365. I spoke my coworker who was doing the Migration and he said that it shouldn’t affect her.

So then that left me puzzled. If we weren’t having a system problem, then the problem must be on her end. I had her do the reset > reset network settings under general in system. That didn’t fix it. I had her delete the email account and then try to reset it up but it would not verify her password and details. She had the right information and I reset her password. I was sure this wasn’t a system problem.

So that left her device. In a last-ditch attempt I explained how to do a hard reset of her iPhone and asked her to call me back and test email. She called me back and said that worked.

She was thrilled everything was working fine. I was pleased as well. I expressed to her that if that didn’t work then taking her phone to an Apple store would be the fastest way to resolve the problem. Since I knew Apple/iOS better than anyone else at work there wasn’t anyone who had greater experience at the company than I.

Sometimes I am convinced that the problem isn’t a system problem and have asked users to go to the Apple store when they have a personal device. That has worked great when one user had a problem with his iPad not starting, and I knew it was a failure of the hardware.

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Microsoft email technical support is both helpful and unhelpful

If you work for a business then you might have used Microsofts email technical support. It is both helpful and unhelpful.

The unhelpful aspect should be obvious. With an email response the length of time to get anything meaningful done is just unacceptable. What makes it worse is that the technician tends to be out of your time zone, which means that often they work when you don’t work. I for example had to spend one night up late since that was the only way I could communicate with the Microsoft technical support representative.

Microsoft email technical support is both helpful and unhelpfulHere is the helpful aspect. A phone support with Microsoft costs $150 and for many companies that is a hard choice to pay. You can get the email support to get remote access to the computer so they can work on it when you aren’t around, and even they will do a remote session in the computer when you choose to stay up late at night to be in their time zone.

So that’s what I recently did. I stayed up and the scheduled visit started at 7:30 but after that time was told it was rescheduled to 8:30. It was probably some confusion about the time zone I was in. After that point I got an email with a gotomeeting invitation and then we worked for about six hours on the case. The representative was knowledgeable, and had a team to assist in helping her to find a solution.

Unfortunately we weren’t able to find a solution. I don’t think a reasonable solution exists other than to reformat the computer and start from the beginning. However the Microsoft team is looking into it and will give me my options when they decide what the problem is.

It is a good feeling when you have a problem that stumps the vendor technical support. I was feeling frustrated because I couldn’t solve it, but when other people have issues you realize it isn’t you.

So now you know what you will experience working with Microsoft technical support. Good luck!

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