CrowdSupport®
RollerTruck
Level 1: Cadet

Not receiving emails on Outlook or Webmail!!

Answered

Ok Here Goes!

This is a issue that has been ongoing now for 2 weeks but i have just had enough of dealing with the phone support "gurus".

The problem i have is, first, my webmail account is mysrteriously empty! i had a good couple hundred emails in there and now they are all gone! I havent deleted anything from my webmail account and my outlook settings are set to keep emails on server.

Next, if my pc is switched on and i have my outlook open, and someone sends me a email i receive it, if im logged out or switched off and someone sends a email, and i log back in and open up, no emails are received!!! I have had people send me emails and i have logged in to check and nothing!! Even webmail nothing!

Also if i do see a email in my webmail, as soon as i log out and log back in it is gone!

I have had numerous escalations raised with Bigpond and the only solution they came up with was that its my outlook settings and has nothing to do with bigpond, the end. I do not believe it is my outlook client causing these issues...... Please help, im guessing someone else has had this issue.

Regards

Nik

 

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Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Not receiving emails on Outlook or Webmail!!

Hi GWM75 and KSC,

 

I believe the answer for you both is the same. There have been some changes to the mail platforms, so I would suggest logging in here to confirm the correct settings you should be using in your email programs: http://bigpond.com/email-status

 

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38 REPLIES 38
Telstra (Retired)
Telstra (Retired)

Re: Not receiving emails on Outlook or Webmail!!

Hey Nik,

 

This can sometimes occur when the Outlook program is pulling the emails to a computer or mobile. 

 

The easiest way to find if this is at fault is to check your Outlook settings and ensure that the 'Leave a Copy of Messages on Server' is ticked. What version of Outlook are you running? I can provide you step-by-step instructions on how to check this Smiley Happy


Brodie

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GWM75
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

We have been having a similar problem for months now.  Can not get emails in Widows Mail or in Webmail. Have tried changing password and resetting email account all to no avail.

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Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Not receiving emails on Outlook or Webmail!!

Hi GWM75 and KSC,

 

I believe the answer for you both is the same. There have been some changes to the mail platforms, so I would suggest logging in here to confirm the correct settings you should be using in your email programs: http://bigpond.com/email-status

 

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GWM75
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

The problem finally seems to have been fixed. Thanks for your help.

terrybb
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

I have just set up a Bigpond e-mail account and at first everything seemed to be fine.   However suddenly I am not receiving e-mails any more.  I have tried to follow the previous advice on my computer but this did not work.  So I set up my iPhone for Bigpond using IMAC & SMTP.  I followed the instructions and set up a new Mailbox for Bigpond.   But when I downloaded the e-mails from the server just the same e-mails were downloaded as I can see on my computer - none of the new ones.  I sent another e-mail to my Bigpond address but nothing downladed.  It is as if the e-mails are stuck on the server - and hopefully they are all still there and not "lost".   not sure what to do next?

Telstra (Retired)
Telstra (Retired)

Re: Not receiving emails on Outlook or Webmail!!

Hi Terrybb,

 

Any emails that were still on the mail server would have been moved across to Outlook.com, as a result they appear as a new and unread email which is why they are downloading again.

 

I would recommend logging into Outlook.com to delete any emails that had already been received, as well as to accept the terms and conditions as outlined in the following link: http://crowdsupport.telstra.com.au/t5/Bigpond-Email-Inc-Windows-Live/Problems-with-sending-or-receiv...

 

- Shelly

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gfk
Level 4: Private Eye

Re: Not receiving emails on Outlook or Webmail!!

I have exactly the same problem - not receiving emails - and just spent more than 30 minutes in an unsatisfying webchat with Telstra.   

 

It seems I'm now destined to wait up to two days for email as it's now been escalated to a, "server specialist and they will call you back within 2 business days after the investigation", but that seems like a long while to wait to get incoming emails.  

 

My scenario: I can send emails from any of my bigpond.com email addresses using either Outlook or webmail (various browsers) on computer and smartphone. Emails are being sent successfully, landing immediately in, for example, by gmail account. But nothing arrives in any of my bigpond.com email accounts. My .net.au email is working fine.

Telstra (Retired)
Telstra (Retired)

Re: Not receiving emails on Outlook or Webmail!!

Hi GFK,

 

Can you see the emails if you log into webmail for Outlook.com?

 

- Shelly

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gfk
Level 4: Private Eye

Re: Not receiving emails on Outlook or Webmail!!

No difference, Shelley: email aren't visible under webmail either.  i can see emails i've sent in the Sent folder though.  I have sent emails from my bigpond address to multiple addresses in different domains; only bigpond.com don't arrive.

 

Telstra (Retired)
Telstra (Retired)

Re: Not receiving emails on Outlook or Webmail!!

Thanks for that, I have seen a few customers contacting us via Facebook about this as well, so I will let our engineers know so that they can have this investigated further.

 

- Shelly

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mauseum
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

I haven't been able to send emails for the last 24 hours, and I'm barely receiving email either.

I had been using pop3.live.com settings since I signed up with Bigpond over two years ago and everything was fine until a few weeks ago when everyone in the house started getting double copies of emails.

When I stopped being able to send and receive emails yesterday I went to the Bigpond website and saw a notice stating that the email settings have changed.

I have no idea how long pop-mail.outlook.com has been in use, but it would have been nice for Telstra to email customers and notify them of the change.

I changed the settings only on my computer and I'm still not able to receive emails I've sent to myself or my family, who are also using bigpond email addresses.

I'm starting to receive my regular daily emails, but it's spotty at best.

I rang support last night, but as usual I got some person from halfway around the world who can barely speak English who insisted that I had to let them remotely acces my computer or give them my password so they couldd enter my email account to fix the problem.


If I hadn't got the number from the Bigpond website I could have sworn I was talking one of those phone scams when I heard those two requests.

All I got was a promise of escalation and a call back today, which don't cut it.

NathanM17
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

I have the exact same problem.

 

I have just set up a second email address.  I have tried to test from both the primary home and my work email.

 

I can send emails from both Webmail and an iPad, but neither will show any of the incoming emails.

 

Telstra (Retired)
Telstra (Retired)

Re: Not receiving emails on Outlook or Webmail!!

Hi NathanM17,

 

This looks to be affecting all BigPond mailboxes on Outlook.com.

 

I have spoken with our engineers about this, and they are working with Microsoft to have this issue resolved as quickly as possible.

 

- Shelly

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rlf101
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

I have exactly the same problem as gfk, I have tested sending to my hotmail and it works fine but sending from hotmail to my bigpond does not come through - seems it is sending fine but not being received. This is on both my webmail and my devices - it was working fine yesterday so seems to be a new issue...

kimR
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

This problem has happened to us before as well, about 3 or 4 times in the last few months, It is seriously NOT good enough, we pay all this money to have these bundles, we have no choice but to use BigPond - and we have all these problems. You change things, you don't inform your customers that things change, you don't give us any choices about the changes and we all have to put up with substandard service for which we pay high prices!

It is frustrating and time consuming to try all the things you suggest when all along it is YOUR fault BigPond.

 

Incidentally, I have a small telstra.com email account and there are never any issues with that one!

Capser68
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

'I am on Outlokk.com and have had the same issue for the last 48 hours. I can send emails but cannot receive emails. No emails appear in webmail.

Telstra (Retired)
Telstra (Retired)

Re: Not receiving emails on Outlook or Webmail!!

We are aware of the issue impacting BigPond mailboxes on Outlook.com being unable to receive emails and our engineers are working with Microsoft to have this issue resolved as quickly as possible.
 
While this is being treated as a high level fault, at this stage I cannot advise when this will be resolved.
 
The emails are currently being queued, so you should receive them once fixed.
 
I apologise for any inconvenience this has caused.
 
- Shelly

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Grahemie
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

We have started to have this issue this morning. Can send from telstra BigPond emails, but not receive emails in either Outlook, or Apple Mail programme (our home default email account). Previously we have received duplicate emails for the past couple of months. Please resolve this issue. Regards Graeme
Telstra (Retired)
Telstra (Retired)

Re: Not receiving emails on Outlook or Webmail!!

Hi Grahemie,

 

As you can see from my previous responses, this is being worked on as we speak and as it is impacting ALL BigPond services hosted on Outlook.com this is being handled as a high priority.

 

- Shelly

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Craigtraveling
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

Hi I can't my emails either.  Stopped receiveing them around noon yesterday.  I have tried sending to myself but they don't come through on any device or in outlook.  Seems like my world stopped at noon yesterday.

 

 

Acter
Level 10: Junior Detective

Re: Not receiving emails on Outlook or Webmail!!

Hello All - In the same boat with no incoming emails since earlier today, outgoing emails ok so far??  Like many of you, sheer frustration and annoyance with the so-called technical support at the overseas no support call centres, after more than one hour of the customary runaround, lost calls, disconections, and providing the same information on multiple occasions, all to no avail of course.  May be the usual click and flick from one officer, but something like - known problem, may be a BigPond server.  When I asked if there was aservice status notification on the website pending with estimated time to repair, long pause and had no idea what I was talking about.  QED.  Empathise with all of you waiting on important incoming emails.  Some things never change!!  Heres hpoing??

Trish7
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

Hi Shelly., any news yet?
Telstra (Retired)
Telstra (Retired)

Re: Not receiving emails on Outlook or Webmail!!

Nope, no news, no updates. 

 

It is a high level fault affecting ALL BigPond mailboxes hosted on Outlook.com.

 

We are working on a resolution with Microsoft.

 

No ETR has been advised yet, but it will be as soon as humanly possible.

 

- Shelly

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tiffyg
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

Same thing is happening to me too! A bit hard to run a business when you aren't receiving emails!
Trish7
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

Hi Shelly, emails have begun to come through again however there are still 12 hours of them missing. Will these eventually come through too?
Telstra (Retired)
Telstra (Retired)

Re: Not receiving emails on Outlook or Webmail!!

Hi all,

 

I have received confirmation that this has been resolved, but as there are over 2 million emails backlogged, it may take a few hours for them all to be received.

 

- Shelly

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Acter
Level 10: Junior Detective

Re: Not receiving emails on Outlook or Webmail!!

Ok thanks Shelley_Telstra - but surely not yet a sign off on your part.  Your clients need some update as to the cause and so on.  Also need your assurance that you will take on board comments as to timeliness and lack of awarness of the technical problems, and the common theme as to the relevance and usefulness of the service status on your website.  Hopefully some lessons learned for you out of this!!

Trish7
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

thankyou Smiley Happy
Telstra (Retired)
Telstra (Retired)

Re: Not receiving emails on Outlook or Webmail!!

Hey Acter,

 

Unfortunately I don't have the specifics for the issue, only that our engineering team needed to liaise with Microsoft to fix this. I can say that Shelly was a driving force for this issue and compiled data from not only this forum, but other contacts via Social Media to get this issue resolved ASAP. While I appreciate that the down time was a major inconvenience, we definitely worked on resolving this as fast as possible to cause as little disruption as possible.

 

I will pass on your feedback about the service status page. 

 

Brodie

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Acter
Level 10: Junior Detective

Re: Not receiving emails on Outlook or Webmail!!

Brodie - Ok but stiil not good enough on your part with these throw away lines, with many questions still open. Hope you do not see cheer leading for some Telstra staff as a viable option to our concerns.  Need some answers, and would appreciate your focus and attention to your clients' regular difficulties as a time when Telstra is always quick on its feet with self-promotion as its technological abilities.  Over to you.

kimR
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

The thing is, this is NOT the first time its happened to us, but it is the first time you have taken responsibility for it. It has only happened since you moved it to microsoft.. which you did not inform everyone about. 

Telstra or bigpond or whatever name you use, you seriously need to improve this service. I have not had any emails for over 24 hours now - are you going to give everyone a refund - we're paying for a service that we have not been able to use. 

Telstra (Retired)
Telstra (Retired)

Re: Not receiving emails on Outlook or Webmail!!

Hi kimR, 

 

BigPond provides up to 15 email address/ mailboxes free of charge on one account.

 

If you wish to discuss a rebate for the outage you can call our Billing team on 132200 to do so.

 

- Ben D

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gfk
Level 4: Private Eye

Re: Not receiving emails on Outlook or Webmail!!

I just wanted to add a note (as an ex Telstra employee of more than 30 years) to thank Shelley for driving this one home, a.k.a. "Take Accountability".  The backlog of emails is indeed now being delivered - I just received an email I sent myself this morning, arriving just 12 hours and four minutes after I hit send!  (I'm obviously wondering why I have ultimate 100Mbps cable of course . . .) 

 

But, Telstra, as others have noted, the fact that the Service Status page for "Online Services" (which includes email) has, based on my regular observations, been "green" throughout the day is not at all reflective of the fact that many people knew something was dramatically wrong by no later than mid-morning.  There has to be a better way to get the message out via this status page, to those in Telstra who are responding to chats, to those taking phone calls etc.

alanpw
Level 3: Gumshoe

Re: Not receiving emails on Outlook or Webmail!!

The issue I am having is when logging onto outlook.com I am told my account has been closed!

Tried sending emails to out BigPond account only to recieve a permanent delivery failure!

Far from happy since I have job applications in and now Telstra potentially is going to cost me potential employment!
Support Team
Support Team

Re: Not receiving emails on Outlook or Webmail!!

Hi alanpw,

 

The recent issue was caused by a problem with the network infrastructure belonging to one of our partners. Customers have experienced a delay in receiving emails, however could still send emails ok. Telstra become aware of the issue at 10.20am and the issue was resolved at approximately 3pm EST. 

With the back log of emails to get through, it may take a few hours, however all should be ok by morning. 

Apologise for the inconvenienced caused.

 

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gfk
Level 4: Private Eye

Re: Not receiving emails on Outlook or Webmail!!

Thanks Ivan.  

 

For the record - to aid in Telstra'a post mortem of the event - I would suggest Telstra become aware of the issue several hours before 10.20am.  

 

In my case, please refer  to Interaction No INT 1-298187081869 raised by Franz Kenneth at a few minutes before 8.41am (when I received the chat transcript). Franz wrote, "I have now escalate the issue to our server specialist and they will call you back within 2 business days after the investigation."  

 

And that's why I then contacted Shelley here at CrowdSupport as two days seemed a ludicrous time to to wait for what had to be a systemic fault affecting multiple customers.

 

I am really delighted she (and the rest of you there) got involved, and have a great day.

 

Gary.

kimR
Level 1: Cadet

Re: Not receiving emails on Outlook or Webmail!!

I called to ask about a rebate - it took 20 minutes to explain why I was asking for a rebate, I had to stop the conversation several times to make the person understand that NO I did not need her to check my settings, get into my email account or change the bundle. I was finally offered $10 and when I said I'd like to speak to a supervisor, I was then offered $30 - I guess it is better than nothing but I'd prefer that the Telstra fix the problem permanently. This has happened to me about 3 times in the last 3 months. 

 

Maybe you do offer 15 email addresses free of charge but the service is deplorable - changes without being informed, shirking responsibility for problems such as this one, not giving people choices about changes and long waiting times if you want to speak to someone - and then problems with language and understanding basic English. Do you not understand how frustrating it is?  

 

You seriously need to improve your service. It isn't good enough.

 

Acter
Level 10: Junior Detective

Re: Not receiving emails on Outlook or Webmail!!

To All - gfk is spot on, more than be said for BigPond, with its customary indifference and even arrogance to its customers, always hiding behind websites, email, overseas no support centres and so on.  I reported the error much earlier, see my emails yesterday (13/10/2014).  Even yesterday late in the day with dismissive emails, claiming a wonderful job on its part, nothing for its customers of course.  Nothing really changes with BigPond, poor quality products (T-Hubs 1 & 2) and slow internet speed, drop outs  and now the email service.  I do not wish to spend another several hours on the telephone claiming a rebate for lack of service paid in advance, said it all before, staff unable or unwilling to communicate effectively, diagnose the issue and so on.  Privatisation is good for some, rarely for its paying customers.  May be the Wallabies will improve and win a game and then perhaps BigPond??

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