I would like to help you, please let me know when you are ready.
I am ready now, thanks, Suzanna
we can go step by step and fix it
it seems there is a problem with your browser, normally are you using internet explorer?
Do you need to phone me or do we do it by text or e mail? suzanna
we can chat from here
My phone number is XXXXX(NNN) NNN-NNNN I use google Suzanna
hi, were you unable to receive my messages?
I received your message, thanks
I use google chrome to access the internet
did you try to access your bt internet with firefox? (firefox is another browser, like chrome)
(and then check if you are able to access your attachments)
No I did not do this. I dont know how to do this?
we can install, can you go to www.mozilla.org
and download / install
How do I do this without losing your connection?
can you add this page to your favorites (bookmarks)
when you come back, you can open this page
and we can continue
I have done this, now I will type in www.mozilla.org What shall i do when i've done this?
when you are in mozilla, can you follow on-screen instructions carefully
downloading will be easy
after download, please install it
Thank you, XXXXX XXXXX do...
you are welcome.
i will be here waiting
I think i've installed Firefox now
now can you open firefox
when you are in firefox, can you go to bt
and check if you are able to open your attachmens
How do I go back into firefox- I lost the orange icon. when I tried to click on it it didnt go to bT
can you click your start button, and go to all programs, do you see mozilla? mozilla firefox?
Thank you, XXXXX XXXXX worked and I can open my attachments. Does this mean I should always go through firefox to read my e mails?
you are welcome, yes you can use firefox for any website. firefox is another browser like chrome. if you liked it, you can continue using it. by the way, reseting chrome's settings to factory condition may fix the problem with chrome. to do that, you can check this article:https://support.google.com/chrome/answer/3296214?hl=en
this will reset your chrome to "factory" condition
after doing this, you can close chrome and open it again and try to access your bt.
Thank you, XXXXX XXXXX try this, Suzanna
I have done this but I still cannot open my attachments via chrome. Should I have turned the computer off for this rebooting exercise? tHanks
no, reboot is not needed
Then it didn't work Should I try it again? suzanna
it seems one of the add-ons is causing this problem. can you go to your add-ons section in chrome
can you disable all of the add-ons, extensions
it seems one of them is damaged
and causing this problem
if we disable them, this may fix the problem
How do I get to the 'add ons? '
in your chrome, can you type
and press enter (into the addressbar)
I did this and it said I have no extensions
can you open a new chrome window
and try to access your bt
Will do- thanks
you are welcome
I opened chrome, then went to my bt internet e mails and still cannot open attachments via chrome
when you try to open attachment, what happens?
it gives any error?
There is a brief message at bottom of screen which says something like 'awaiting permission...... but it is only there for 2 seconds so I cannot even finish reading it- it is like a 'ghost message'
what is the format of your attachment? i mean, is it a photo? or pdf file? or powerpoint presentation etc?
Ii is regular Word info - documents
are you trying to open it directly? or, are you saving to your computer first?
can you try to "download" the attachment, instead of opening it?
I try to open it directly. when this fails it won't even let me save it to my computer.
is it a link? (the attachment)
are you clicking on a link?
No it is just the document directly
when you right click on the document, do you have an option like "save" ?
Ok i will try this
I have right clicked on the attachment and saved it but when I look at it in my folder, I have only saved the e mail without it opening the attachment!
it seems you saved the page, instead of the attachment
can you try to access your bt mail from this page
I will try this
I got in to see my e mails but there were no attachments they have disappeared on this mail2 The message on the screen said to me ' Your pC Performance is poor'
(it seems it was an advertisement)
can yuo try this
Yes I can open my attachments using this the above
it seems there is an incompatibility issue with bt and chrome
I think you are right- can this be fixed
are you checking your emails from bt.yahoo.com ?
No- I can try from Internet explorer? shall i do this now?
yes, can you try
It took ages but it did work and I opened attachments. I went in via internet explorer
in chrome, can you try it
Yes it works!! I opened my attachments- brilliant- how did you do this?
happy to hear that, i didn't do anything from my side, but going to bt.yahoo.com fixed this i think. (or when you open it from bt.yahoo.com probably it logged you out of the site and then when you re-login, this fixed the problem)
Thank you so much!! Suzanna
you are welcome. i will be happy if you rate my service before leaving. i will be happy to help you again if you may have any problems in the future. have a nice day, best regards.
Thank you, XXXXX XXXXX for the future, Suzanna
All is well and I can open my attachments now via Google Chrome. Thank you for all your help, suzanna
you are welcome, best regards