Re: Creating mailboxes after office365 wiped catch...

DanielatColbek · ‎08-12-2012

Good evening, forums and Helpdesk mods,

A small business that our team supports has recently been switched to office365. They previously used a catchall, so the only mailboxes on the account were the originating sign-up account and the catchall account.

In the process of creating mailbox accounts to allow the mail to keep operating, I've hit a fault creating admin@jrclark.co.uk, as the form insists that the username already exists. So now I've got a small business out there with a non-functioning address, returning undeliverable notifications and generally causing alarm for their customers.

I've looked high and low, and the user/alias simply does not exist anywhere! I've been onto technical support via phone several times over the past week and a half without any progress made and a terribly long turnaround. It's been over 5 working days since the fault was first reported. One support operator suggested that the email account already exists on the 'bt.com' side of things. This makes no sense whatsoever (all roads lead to myoffice admin panel, where is this 'bt.com' panel?), and furthermore any mail sent to that address is returned as undeliverable (see fault message below), so I've discounted that as a copout answer because he was also powerless to direct me to this top-secret bt.com account control panel. Anyway!...

So I'm turning to you, forum moderators and helpdesk guys, as the last chance saloon to resolve the problem. All I want to do is be able to create the mailbox admin@jrclark.co.uk. If the account somehow does exist elsewhere, please get rid of it or show me where I have to go to remove it myself.

I really hope a mod or technician can come to the rescue here, because so far the phone desk hasn't, at all. For account retrievals and login resets, the frontline phones are fine, but it feels like this issue isn't taken seriously, because I'm talking to 'levels' of support, rather than the guys and gals that actually keep the place running. I appreciate your time, and am looking forward to an outcome.

Here's the bounceback message when sending a test email to 'admin@jrclark,co.uk', after it was implied that the account perhaps already exists on BT's books.

MIME-Version: 1.0
Date: Wed, 5 Dec 2012 10:17:27 +0000
Message-ID: <CADPCG4-RC4Y-H1zJ_WyY0LDcg73Z-Ug4NgqC-cFS2QQRd+jQzg@mail.gmail.com>
Subject: test
From: Daniel Lee <daniel@colbek.co.uk>
To: <admin@jrclark.co.uk>
Content-Type: multipart/alternative; boundary="f46d04088e1115f61404d0184af0"

Stephenc · ‎11-12-2012

Hi DanielatColbek,

Yes the problem is the user exists at http://www.bt.com

On this page there is a login button on the right, try and log in here with any password you think might have been used, if you can login, you need to change your contact email address and login address. This will remove the email address from bt.com

Leave it an hour, then try and create the account it should be fine.

If you cannot remember the password, try the forgotten password journey, but sometimes the contact address is the sam i.e. admin@jrclark.co.uk and you will not receive the email to reset it.

If both of the above fail, you will need to call the technical helpdesk, advise them that your email address is on bt.com and you need this replaced with another address, to do this you will need to setup a hotmail / gmail / 3rd party email address and we can update bt.com for you, however this can take upto 48 hours.

If you can find the password, that would be the quickest solution.

These accounts were generally setup for phoneline bills etc

Thanks,

Steve

DanielatColbek · ‎13-12-2012

I appreciate your response, stephen, it's more informative than all the responses from other BT operatives over the past 14 days put together. This would help me greatly and I would be onto the online chat to retrieve the password and change the contact address, if we hadn't already transferred the mail and website off BT and onto 34SP instead, for catchall functionality and quick techdesk response.

Thanks,

Dan.

encore_uk · ‎17-06-2014

@Stephenc wrote:
Hi DanielatColbek,

Yes the problem is the user exists at http://www.bt.com

On this page there is a login button on the right, try and log in here with any password you think might have been used, if you can login, you need to change your contact email address and login address. This will remove the email address from bt.com

Leave it an hour, then try and create the account it should be fine.

If you cannot remember the password, try the forgotten password journey, but sometimes the contact address is the sam i.e. admin@jrclark.co.uk and you will not receive the email to reset it.

If both of the above fail, you will need to call the technical helpdesk on 0845 600 7020, advise them that your email address is on bt.com and you need this replaced with another address, to do this you will need to setup a hotmail / gmail / 3rd party email address and we can update bt.com for you, however this can take upto 48 hours.

If you can find the password, that would be the quickest solution.

These accounts were generally setup for phoneline bills etc

Thanks,

Steve

Steve,

We are having a similar problem as we have transferred our domain to BT as they are developing our website. We have been told that we are unable to have our normal business emails reset under BT servers as its showing that they already exist. We have no aliases on any other site and have been told by customer services to login to to BT myoffice but have forgotten our password. Is the numebr you have quited also relevant for this?

Thanks

Nicola

Stephenc · ‎17-06-2014

Hi Nicola,

Yes this is the main Technical Helpdesk number, they will be able to assist with this query. You could try typing your business address into bt.com and forgotten passsword to see if there is an entry, but if it does not exist there or you are unsure. It may be best to call the helpdesk and let them take a look.

Thanks,

Steve

Creating mailboxes after office365 wiped catchall, Unable to create admin@jrclark.co.uk