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

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4Crawler
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???

Accepted Solution

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. 

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23 REPLIES
4Crawler
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
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
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
Visitor

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.

 

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4Crawler
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. 
...

WEBLEVINS
Visitor

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

I've learned a couple of things...

1. EMAIL is now a separatelly billed service in office365 premium at $14.95/month per user/mailbox - though they aren't reducing their fee for internet service accordingly.

2. VOICEMAIL is now a separately billed service  at $29.95/month PER LINE. - they aren't reducing their fee for phone service either.

 

To have the same services, my costs will go up by $45 plus taxes per month!

 

4Crawler
Contributor

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


WEBLEVINS wrote:

I've learned a couple of things...

1. EMAIL is now a separatelly billed service in office365 premium at $14.95/month per user/mailbox - though they aren't reducing their fee for internet service accordingly.

2. VOICEMAIL is now a separately billed service  at $29.95/month PER LINE. - they aren't reducing their fee for phone service either.

 

To have the same services, my costs will go up by $45 plus taxes per month!

 


Yet more "clearly communicated" facts about this "migration" (NOT!). In fact it sounds quite the opposite of what was in one of the "migration" e-mails I received:

 

"Going forward Comcast Business will not be offering email boxes with Internet service, however we are able to extend an offer of 1 free month for your mailbox (es). After the offer expires, the charge for Microsoft email boxes will be per mailbox. The charge will be less than your current rate."

 

Do you know who we have to contact to cancel this O365 mailbox and voicemail box?  Is that Comcast or Microsoft?

Official Employee

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

Hi 4Crawler.

 

I can certainly assist with your billing inquiry. The request for removing your email with Office 365 would have to go through our Cloud party. Voicemail is $5.00 per line. The request to remove voicemail would go through Comcast Business support. Let me know if you need anything. 

4Crawler
Contributor

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

So if one were to remove the O365 mail box, could one still use that e-mail to log into Comcast Business to manage account services?  And what about getting notifications that come to this e-mail address, how would one receive those without access to that mailbox?

Official Employee

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

You wouldn't be able receive notifications to this email address as it would no longer exist. The sender would receive a bounce-back if it would even send. A different username may be created on the business portal to manage account services. Purging a mailbox may entirely remove the username.

cdub
New Member

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

Thanks, for posting these questions! I am experiencing the same issue today 8/31/2017. Thanks Comcast for the misleading information. I guess you're holding my emails hostage until I pay the 14.95 per month for the 365...So far, the easy transition is turning quite easily into a nightmare. I have Outlook, downloaded the Outlook assistant 2 days ago and a little message popped up that said I was good to go. Today, I can't get the "assistant" to open. My email says that it should be migrated, but I can't access where it was migrated to...All of the "links" lead on a circular wild goose chase for my email account.

4Crawler
Contributor

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


Comcast_Phil wrote:

You wouldn't be able receive notifications to this email address as it would no longer exist. The sender would receive a bounce-back if it would even send. A different username may be created on the business portal to manage account services. Purging a mailbox may entirely remove the username.


So how is one supposed to cancel this ridiculous subscription to "Office 365 Exchange Online Essentials"?  I never signed up for this.

Looking at my billing it says: "I purchased a subscription to Office 365 - Office 365 Exchange Online Essentials.Office 365 Increase your impact and expand your reach with Office powered by the cloud—must-have tools for business today.

1 month ago "
 
I was never given an option tio sign up for such a subscription 1 month ago.  Who is responsible for "signing" me up without my permission? 

 

What is this garbage?  Seems like a slick way to raise our bill $5.95/mo. for nothing.  So nice that this is billed to me on a Friday night before a 3 day weekend and all the Cloud Solutions support folks are off enjoying a long weekend and won't be back until Tuesday 9/5. 

 

I get this reply from the Cloud Support e-mail contact:

 

"I will be out of the office this afternoon with very limited acces to email. Responses may be delayed.

If you are experiencing an issue with Office 365 or other Cloud Solutions products, please call 855-867-5010 Option 2.
Thank you
NAME DELETED"

 

Call to the 855 number goes to voice mail, so no support there either.
 

OK, I found the Cancel Subscription button on the Cloud Solutions account page.  I cancelled that, but do I get my $5.95 back, I cancelled this subscription after about 21 minutes of getting the billing e-mail.

 

And in case anyone is interested, that "Office 365 Exchange Online Essentials" subscription is what enables your O365 e-mail.  Cancel that subscription and your e-mail login on )365 vanishes instantly.

 

I guess it's time to start shopping for a new ISP, this is insane!!!

Official Employee

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

Hi 4Crawler.

 

i do apologize in regards to your experience with Cloud Solutions. Unfortunately, contact must be made with them to get your bill sorted out since we do not bill them on the Comcast Business side. Please do let me know if you need anything. 

WEBLEVINS
Visitor

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

COMCAST MIGRATED IT.   Where did you put it and how do I access it?

4Crawler
Contributor

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


Comcast_Phil wrote:

Hi 4Crawler.

 

i do apologize in regards to your experience with Cloud Solutions. Unfortunately, contact must be made with them to get your bill sorted out since we do not bill them on the Comcast Business side. Please do let me know if you need anything. 


Finally heard back from the Cloud Solutions folks.  Has anyone ever told them to set up their caller ID so a customer knows who is calling?  All it shows is "800 service" and I usually don't answer such calls.  Hopefully they'll be able to refund my payment as I was not given the "1 month free" e-mail access, it's only been 3 weeks since I was migrated, 

 

How is having multiple support contact points a good idea?  I want to call one support number and get assistance.  Now I have to call one number to find out I need to call another number because "we don't handle that on the Comcast Business side".  Also, waiting 4 days for a reply from "Cloud Support" is not what I call "Business Class Support".

WEBLEVINS
Visitor

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

Support?  What support.

 

They "migrated" my email to nowhere.

Now I have comcast telling me that I have to contact microsoft and microsoft telling me I have to contact Comcast for resolution of the problem.

 

They've  just about put me out of business.  I've lost clients who couldn't contact me with projects.  I was storing information on software license keys in a folder there (silly me I thought that was SAFE) that alone will cost me THOUSANDS of dollars to replace.  Who knows how many THOUSANDS OF DOLLARS in missed opportunities for new projects... 

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