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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 1794
Experience:  Computer Software Support Specialist for more than 10 years
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I haven't been able to access my outlook email for three

Customer Question

I haven't been able to access my outlook email for three weeks.
JA: How long has this been an issue?
Customer: Over a month
JA: How do you access your email most often? On a phone or tablet, or through a web browser?
Customer: web browser
JA: What troubleshooting have you tried?
Customer: Some where I found a "customer help" hone number; but the guy eventually told me it wold cost $275,and I refused t pay it, but not till I had already given him a lot of my info; now I am worried about it.
JA: Anything else you want the email expert to know before I connect you?
Customer: I guess not. Carry on.
Submitted: 7 months ago.
Category: Email
Expert:  Lorenz Vauck replied 7 months ago.

Dear Client,

thank you very much for your question. My name is***** and I will try to help you as quick possible.

Can you please let me know which error you are receiving when trying to access your emails at outlook.com ?

Thanks for your patience and best regards,

Lorenz Vauck

Expert:  Lorenz Vauck replied 7 months ago.

Are you still there?

Expert:  Lorenz Vauck replied 7 months ago.

I would really like to help you, please just reply at the box below so that we can begin to solve your problem with Outlook. Thank you.

Customer: replied 7 months ago.
It says the DNA address for outlook can't be found
Customer: replied 7 months ago.
It says this site can't be reached.
Customer: replied 7 months ago.
I am still here. am not interested in secure remote asststance.
Customer: replied 7 months ago.
Are you going to answer my question ?
Expert:  Lorenz Vauck replied 7 months ago.

Thank you. If you are not interested in a remote-assistance, then it will be rather difficult, because right now I do not know what could be causing the DNS error when you try to open outlook.com. But we can try to figure it out step by step via text then if you don´t want me to take a look and quickly fix it. So please let me know first: what is your browser that you are using to access outlook.com ?

Expert:  Lorenz Vauck replied 7 months ago.

I really would like to solve the problem for you, so please send me a reply as soon as you can, so that I can walk you through to solve the problem. If you have changed your mind and want a remote-assistance instead, so that I can fix it for you, please just let me know as well. Thank you so much.

Customer: replied 7 months ago.
Google Chrome
Expert:  Lorenz Vauck replied 7 months ago.

Thank you. And if you now click on this link:

http://www.outlook.com

Does it bring up the DNS Error again?

When clicking on this link:

http://www.microsoft.com

Does it bring up the same error or is this site loading fine?

Customer: replied 7 months ago.
I get the same error with outlook, but see the Microsoft site easily
Expert:  Lorenz Vauck replied 7 months ago.

Can you please open a command prompt and do a

tracert outlook.com

and send me the output here please?

Expert:  Lorenz Vauck replied 7 months ago.

Btw, may I just ask why you are not interested in a remote-assistance, because via text, this is going to take a long time for you. Is it because of the price? Just wondering. Thank you.

Customer: replied 7 months ago.
How do I open a command prompt? The reason I do not feel disposed to paying more money is because I have already been scammed trying to solve this problem
Expert:  Lorenz Vauck replied 7 months ago.

No worries, I understand that, if you want, I can do the assistance almost for free, would that help you?

Expert:  Lorenz Vauck replied 7 months ago.

I can go down to 5$ for this, can´t go lower because of the JustAnswer system.

Customer: replied 7 months ago.
I hope so.
Expert:  Lorenz Vauck replied 7 months ago.

I think that will be more convenient for you and for me, since I can get this fixed hands on for you and usually also quick.

Expert:  Lorenz Vauck replied 7 months ago.

I see you tried to accept the offer, but I am being shown a "payment failure" here right now. I can get you into contact with customer service about that if you want.

Expert:  Lorenz Vauck replied 7 months ago.

Are you still there? I would really like to help you and look forward to your reply about how we should continue. Thank you very much.