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No e-mails received since 10AM (PDT) 8/11/17

4Crawler
New Contributor

No e-mails received since 10AM (PDT) 8/11/17

I know there's some sort of "Comcast Email Migration" today.  But I only use IMAP with Thunderbird and I don't use Outlook.  According to the dozens of e-mails Comcast has sent me over the last two weeks, if I don't use Outlook, I don't have to do anything: "If you do not use Outlook to read your emails, please disregard this notice."

 

So is this true or do I need to do something???

6 REPLIES
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4Crawler
New Contributor

Re: No e-mails received since 10AM (PDT) 8/11/17

Well, after spending an hour on the phone tonight it seems that my account has been moved to the Cloud Solutions rat hole!  Nobody at Comcast is able to do anything about that until the Cloud Solutions support people drag themselves into the office Monday morning!  What sort of business class support rubbish is this?  Totally unacceptable. If this is the sort of service and support one can expect from Cloud Solutions, I may be looking for a new ISP after being a Comcast customer for nearly 2 decades.  Whomever is in charge of this mess needs to be on top of this and have support folks ready to handle problems that are going to arise from a mass email migration. Who in their right mind schedules a mass migration of accounts on a Friday afternoon, then sends everyone home for the weekend?

 

I don't use Outlook, I never have and hopefully never will.  I have my own Office 365 subscription and don't need to buy a higher priced copy from the Cloud Solutions Marketplace just to get access to my email. 

 

All the Migration e-mails I received said if I don't use Outlook, I didn't need to do anything.  Well I did nothing, as instructed, and someone moved my account into the Cloud Solutions quagmire.  How do I get out of there???

 

I give the Cloud Solutions team a solid F grade.

4Crawler
New Contributor

Re: No e-mails received since 10AM (PDT) 8/11/17

Really amazazed at the total lack of support on this issue.  It's now been 60+ hours with no returned call or e-mail (assuming they could get one through to me) or reply in this thread!!!  Nowhere in any of the dozens of Comcast e-mails I received prior to this migration was there any mention that IMAP would be shut off.

4Crawler
New Contributor

Re: No e-mails received since 10AM (PDT) 8/11/17

Finally received a call back from someone with the Cloud support group.  This has to be the rudest support person I ever spoke with.  First he told me I didn't need to do anything.  Then told me I had to delete my old IMAP server settings in Thunderbird and recreate it with the new password.  I had done this on Saturday (8/12) and all I get is e-mails through 10AM on Friday (8/11).  At this point, he basically said goodbye and hung up the phone. 

 

He also said they had cloud support people available after hours.  If so, why was the Comcast support person I called not able to transfer me to the cloud support folks Friday?  And he also said the Comcast support people should know about the cloud migration, yet the guy I spoke to Friday had no clue about it.

 

The cloud service support person was unfamiliar with the e-mails sent by Comcast Business Solutions to customers about the migration.  That e-mail clearly states: "If you do not use Outlook to read your emails, please disregard this notice.".  Obviously these e-mails were misleading and a great deal of notice and effort is required on customers who do not use Outlook.

 

This whole thing seems to be a complete mess, nobody seems to know what is going on or is willing to listen to business internet customers. 

 

Then I finally got another call from yet another cloud support person (Adam) and he finally pointed me the the new IMAP server settings which can be found with a web search for "o365 imap".  Why this information can't be placed in the Comcast Business Solutions e-mails that were sent out to customers and why this information can't be put up on Comcast's Support web site and shared with Comcast phone support personnel is beyond me.  Who would of thought to look for IMAP server information on the Microsoft site when I have my internet service through Comcast?

 

And yes, the new IMAP settings do indeed seem to work if anyone cares. 

Community Manager
Community Manager

Re: No e-mails received since 10AM (PDT) 8/11/17

Hello 4Crawler,

 

I apologize for the delayed response to your posts. As this migration is a new and detailed process, it can be frustrating when things are not properly communicated. I do apologize but I too was unaware of the need to change IMAP settings for emails to route properly. I believe the Office 365 IMAP information you mentioned can be found Here for other community member's seeking to find this information. Again I apologize for my delays to your post as this is not a real-time support medium. I also thank you for bringing this information to light for everyone in the community.

WEBLEVINS
New Member

Re: No e-mails received since 10AM (PDT) 8/11/17

"Communicated correctly?????"

NOTHING WAS COMMUNICATED AT ALL..

No server names, ports, protocols nothing about usernames, passwords, NOTHING!

just this damned email saying that this migration was going to happen.

I've worked in IT for over 30years, if I had perpetrated anything like this mess on the customers of any company I worked for I would have been fired on the spot.

 

No email access on any device since 0609 on 16AUG17.

 

4Crawler
New Contributor

Re: No e-mails received since 10AM (PDT) 8/11/17


WEBLEVINS wrote:

"Communicated correctly?????"

NOTHING WAS COMMUNICATED AT ALL..

No server names, ports, protocols nothing about usernames, passwords, NOTHING!

just this damned email saying that this migration was going to happen.

I've worked in IT for over 30years, if I had perpetrated anything like this mess on the customers of any company I worked for I would have been fired on the spot.

 

No email access on any device since 0609 on 16AUG17.

 


The best one for me was this e-mail received 28 minutes AFTER the scheduled migration time:

 

 

 Important: Your new Microsoft Office 365 mailbox will be ready in minutes!
 

In just a few minutes, your company’s email will be migrated to Microsoft Office 365 and your new account will be ready for use!

What do I need to do now?

Finish up email now: If you are using Outlook, please finish up your work and save any drafts. We will ensure the email you are working on is copied over.

Outlook Setup: In a few minutes, the Outlook Assistant will automatically setup Outlook to work with your new Microsoft Office 365 email account. Leave your computer running, and you will be good to go. 
...

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