Questions about email are the most common by far and probably account for 70% of all questions asked. To help us to help you, when you have an issue we will want as much information as possible. Please consider the following when requesting help.
For complete loss of mail
- Do I get email on other devices?
- Is this the only account that isn’t working?
- When did it stop working?
- Have you sent a test email from another account (not on the same domain)?
- Have you tried the webmail version of your mailbox? (http://webmail.w3x.uk/ for small accounts, https://outlook.office.com/mail/ for Outlook)
- If all mail has stopped, have you updated your machine or was it updated automatically?
For part working accounts and forwarding
- Does this problem affect all incoming and outgoing mail?
- If incoming only, does this affect particular users or domains (e.g. only Hotmail or Only gmail)?
- If only one sender, what is the email address? We can check this remotely
- Have you checked your spam/junk folder?
- Have you updated your machine or was it updated automatically?
Please note, if the problem is not one to do with the service provided by us or you are not in a support plan, you will be charged for investigation and repair.