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Michelle
Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5249
Experience:  B.Sc. Computer Science with Honors
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Hello James You didn't get to answer my question because I

Resolved Question:

Hello James
You didn't get to answer my question because I had to go offline very quickly after putting it, so the failure was not yours. However, the problem persists. Not only are some emails downloaded and some left on the server, but those which are downloaded seem to be downloaded in duplicate
Submitted: 2 years ago.
Category: Computer
Expert:  Michelle replied 2 years ago.
Michelle :

Hi my name is ***** ***** i will be assisting you today.

I am sorry to hear that you are facing problem with your email, i will try my best to resolve the problem at the earliest if you can tell me the problem a bit more in detail.

Michelle :

Thank you.

Customer:

Hello Michelle, Thank you for getting back to me. When I download my emails from the server, clicking the send and receive option in the usual way, it often happens that several of my emails simply fail to download. When I go on to the server there is no way I can download them from there, other than by forwarding them to myself - and this isn't always successful. More recently I have also noticed that some of the emails that ARE downloaded are downloaded in duplicate.

Customer:

I've been asked to rate your answer to my question, but I don't think I've had one yet!

Customer:

Can I expect a response to my problem? I don't appear to have received one yet

Michelle :

are you using ms outlook to check your email

Customer:

Yes, I am

Michelle :

please check the incoming and outgoing server and let me know if they are correct

Michelle :

let me know the last part of your email address

Michelle :

please dont provide full email address here

Customer:

Hello again, Michelle. The last part of my email address is .com

Michelle :

is it bt.com or something else

Customer:

I still have two emails sitting on my server which I am unable to download

Michelle :

is it bt.com or something else

Customer:

btinternet.com

Michelle :

Thank you for confirming

Michelle :

let me check the incoming and outgoing mail server settings

Customer:

Do you need my help with that or can you check it remotely

Michelle :

if you want i can check it remotely

Customer:

Fine

Michelle :

both incoming and out going must be mail.btinternet.com

Michelle :

Port: 995 (this should be automatically populated if you tick SSL Encryption)

SSL Encryption: Enabled (but not STARTTLS)

Username: your email address including the @btinternet or @btopenworld.com part

Password: your btinternet password

Michelle :

check these settings and let me know

Customer:

*****@******.***

Customer:

password: w3as31wood

Michelle :

please dont give your email or password ***** this chat we are not suppose to take customer email or password *****

Michelle :

i gave you the settings to check in your MS outlook if the setting are the one i gave or not.

Customer:

i thought you asked for it

Michelle :

open outlook settings and check there.

Michelle :

for remote service here is an additional charge if you want i can remotely fix it if you opt for or else we can continue on chat.

Customer:

what's the additional charge?

Michelle :

its is US$ 25

Customer:

OK fiix it

Michelle :

please check an email for additional service in your inbox

Michelle :

accept it and i will give you a remote tool to download

Customer:

I haven't got your email in my inbox

Michelle :

No problem i an giving you the link to download let me fix your problem first we can get the billing done later

Customer:

OK

Michelle :

Click hereZ to download and install teamviewer.

let me know the 9 digit code and the 4 digit password.

Customer:

Where are the code and the password?

Michelle :

did you click on the link above to download and install teamviewer

Michelle :

Click here to download and install teamviewer.

Customer:

Yes

Michelle :

open teamviewer you will see 9 digit numeric code

Michelle :

it say as you ID

Customer:

9.0.32494.0

Michelle :

This is not the correct id

Michelle :

click on start button select all programs and look for teamviewer if you have installed it or not

Customer:

OK got it. Number is ***** 304 113 Passowrd is: d784cv

Michelle :

ok good connected now

Michelle :

let me control the mouse.

Customer:

OK

Michelle :

got it

Michelle :

Problem identified and let the customer know the reason of the problem with BT internet email.

Michelle :

I hope I've provided the information you were seeking. If you are happy with my service, effort and the Information you got, then provide a rating by clicking on the smiley below. Thank you.

Michelle, Computer Support Specialist
Category: Computer
Satisfied Customers: 5249
Experience: B.Sc. Computer Science with Honors
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