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Greetings from phone hell
Hi, I just registered last night, after reading hundreds of posts.. I've got to say this MB is cathartic! I needed a place to vent or at least read others' vents!
I work as a Linux server admin and php programmer for a small company. We recently ditched a bad dedicated server company and moved everyone to a new server at another company. (that is another long, drawn out story for later!) It boils down to -- everyone needed to change their POP3 and SMTP usernames to be their full email address instead of "info1343235", "sales235126", etc. We sent everyone detailed instructions at least a month ahead of time, with reminders up to the day before the changeover. We gathered from the four corners of the earth everyone's domain registrar logins (another lovely story). We documented how many opened and read the instructions. (90%) and followed up again on the ones who didn't. (when your email stops working, do this... it will just take a minute...
)We cut over. Vast majority of custs figure it out fast and update no problem.
Next day the phones begin ringing.
Typical phone call goes - (after a 2-3 minute speech from customer about "i don't know what's wrong, but my email keeps asking me for a password...) and then...
The last few weeks have been all about "Ok, open up Outlook (or Express). Click "Start"... The green button in the lower left corner of your screen. Left. Bottom. Yes, that one. Click it. Left click. One left click. Do you see your email? Open it up. Yes, it's ok that it's not working right now -- we need to run it so we can fix it. No, your email is still there.. Even though it's not "working" right now. .... (
)See at the top, right under the blue line that says "Microsoft Outlook"... "Yes, Microsoft OFFICE Outlook 2003, I'm sorry." it says "File, Edit, ... (etc)"? Click tools, then Internet Accounts.... (fast forward) ...click on the email account you want to change. The "Enter Network Password" box will go away after we finish. You have to click "Change". It's over on the right. Second from the top. No, the little window in the middle of the screen that says "Internet Accounts" in the blue part at the top. The box. It's square with a blue line at the top with words in it. Yes, that one. Ok, click "Change". LEFT click..... ok
(fast forward again).
Ok, that should get you back up. Now, click "Test account settings" (logs show failed login, still with OLD username or the first part of the email address (before the @), or the email address minus the TLD.. soandso@domain)
Then the "relay access denied" phone calls - because they didn't follow the other part of the instructions (click the box by "my server requires authentication")...
Anyway, that's my world at the moment.. I hope it gets better soon. I am not cut out for telephone support... I can't get anything else done...
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