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Solved Email not working

Discussion in 'Web & Email' started by DRGW, Feb 5, 2020.

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  1. DRGW

    DRGW Thread Starter

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    I have an iPad Pro and iPhone 8 both having the latest iOS. I also have a Dell Laptop with Windows 10 running Microsoft Outlook 2016.

    Since last Tuesday (28 January 2020) I have been unable to send/receive emails on any of the devices. My email provider is Sky and having spoken to them last week, they advised that they are experiencing server issues. Today I have called them again and they have no knowledge of the server issues but have referred me to Apple and also Microsoft!

    As nothing has changed on my devices I cannot see how this will help especially as last week in the national press there were reports of these very issues.

    Can somebody assist as I really need to be able to send and receive emails.

    Thanks
     
  2. Xsage

    Xsage

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    First you need to do some testing and troubleshooting to isolate where the issue is. If you have an email account with a seperate email provider you can hook that up to your devices and see if you can send and recieve from that. If you don't have one you can easily make one with any of the major providers for free.

    If you can send and recieve emails on both devices from a different email provider, then the issue is definately with Sky and you can take this evidence to them. If you are sure the issue is with them and they try and fob you off, ask to escalate the call. In my experience most of the support engineers on the front line of these large companies don't know what they are talking about and often give incorrect information.
     
  3. Professionalgirl

    Professionalgirl

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    Are you sure you spoke to an actual technician about this issue? The call could have been handled by the ticket provider of the company which assigns tickets to one of their technicians to resolve the issue. The ticket provider may not have expertise in the field or may have misunderstood you and redirected you to another company. Sky is not part of Microsoft. In fact Microsoft almost got into trouble for using skydrive as their name because another company already claimed the name "Skydrive" which can be considered intellectual properties theft. Microsoft had to change their name to OneDrive to avoid penalization for intellectual properties theft.
     
  4. Macboatmaster

    Macboatmaster Trusted Advisor Spam Fighter

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    I have feeling this may be your problem, for instance with the windows 10 running outlook 2016 and on your iPhone8
    It depends of course on what the setup of SKY.COM is for you
    https://www.sky.com/help/articles/problems-accessing-sky-mail-from-your-email-app

    This -
    from the link above is the likely reason SKY referred you to Microsoft for the Outlook

    and similar applies to your iPhone see the drop menu on the link for the suggestion re Apple on the 8, if the other suggestions on there do not work
     
    Last edited: Feb 5, 2020
  5. Professionalgirl

    Professionalgirl

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    If the problem is not with Outlook, than Sky should have handled your request. You can tell Sky that you use their email service and your experiencing problems with the email not working and since they had no knowledge of technical difficulties with their email service they assumed you meant Outlook. I probably wouldn't have mentioned Outlook because Sky was under the impression that you were experiencing problems with Outlook.

    Providing the link that macboatmaster provided, "it appears that Outlook 2016 is no longer supported and sky is suggesting that you upgrade to the latest version."https://www.sky.com/help/articles/problems-accessing-sky-mail-from-your-email-app
    Please scroll to the bottom of the site. That is probably why your experiencing problems with your email service.
     
    Last edited: Feb 6, 2020
  6. Cookiegal

    Cookiegal Administrator Malware Specialist Coordinator

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    Tina,

    It is totally relevant to mention the emails are being imported to Outlook 2016 when troubleshooting problems with the carrier as there are settings that need to be right for it to work properly which they can provide. These settings can change at times but generally their customers would be advised of same.

    Even though the version of Outlook is no longer supported, in the link provided by Macboatmaster they give a possible solution other than upgrading to a supported version which was to call Microsoft to enable "open authentication" as he pointed out above. As this was already covered there was no need to post the link again as it serves no purpose other than to clutter the thread with unecessary posts.
     
  7. Professionalgirl

    Professionalgirl

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    Thanks Cookiegal for bringing this to my attention, I understand.
     
  8. Cookiegal

    Cookiegal Administrator Malware Specialist Coordinator

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    Thanks for understanding. :)
     
  9. Professionalgirl

    Professionalgirl

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    No problem. :)
     
  10. DRGW

    DRGW Thread Starter

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    Having also submitted a post on the Sky Help Forum, I have now eventually got my email back working on my iPhone, iPad and laptop. It is a pity that Sky could not help when I phoned them but at least its working now.
     
  11. Macboatmaster

    Macboatmaster Trusted Advisor Spam Fighter

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    Cheers
    How did you manage to get them working please. with the Sky forum
     
  12. DRGW

    DRGW Thread Starter

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  13. Macboatmaster

    Macboatmaster Trusted Advisor Spam Fighter

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    Cheers
    You did well
    One of the links offered on your link is the one I sent you, but that did not cover the other solution you found
    Pleased it is working for you

    Please mark your topic solved
    click mark solved on your opening post
     
  14. Couriant

    Couriant Trusted Advisor Spam Fighter

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    [soapbox]
    Wow, I have never seen so much buggery in all my life.. and I worked in an ISP that made changes to their email system, but at least they trained us on the issue (then let loose without telling anyone and we started to get calls... but i digress)

    I was going to mention that most services would have the 'app password' feature that will allow you to create a separate password to access your email, but it seems that Sky disabled that... it seems that Sky is dictating what you can use and most likely will tell their 'customer support' not to support the clients that are not updated... I can't believe Outlook 2016 is not supported as it can do modern authentication...
    [/soapbox]

    @DRGW Which one worked for you? There were a few suggestions. I am curious as I suspect we may see a few requests here.
     
  15. DRGW

    DRGW Thread Starter

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    On my iPad and iPhone I had to select Yahoo rather than other when setting up the email. This worked first time and I didn't have to change any settings etc. With Outlook I had to enter the Sky generated 16 digit password which again worked first time for me.

    Having haggled with Sky over this as I didn't have email for over a week, they agreed to waive my bill (TV, phone and Broadband) for February. :)
     
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