Thursday, July 14, 2011


The story takes place with a 'live chat.'

User Bob_ has entered room

Analyst has entered room

Analyst Mattew has entered room

Analyst has left room

Mattew(Wed Jul 13 15:12:54 CDT 2011)>
Hello! Thank you for choosing Road Runner Internet Technical Chat Support. My name is Mattew, how may I assist you?

Bob_(Wed Jul 13 14:13:18 CDT 2011)>
Hello. My friend in Tennessee has tried numerous times to send me emails and they never make it nor do they bounce back to him.

Bob_(Wed Jul 13 14:13:34 CDT 2011)>
Could it be the isp is blocked?

Mattew(Wed Jul 13 15:13:56 CDT 2011)>
Can you be more specific with the issue?

Bob_(Wed Jul 13 14:14:03 CDT 2011)>
I don't receive emails he sends me.

Mattew(Wed Jul 13 15:14:23 CDT 2011)>

Mattew(Wed Jul 13 15:14:30 CDT 2011)>
I can help you with that.

Mattew(Wed Jul 13 15:15:17 CDT 2011)>
Are you using Web mail or Email client(outlook)

Bob_(Wed Jul 13 14:15:35 CDT 2011)>
I use Windows Live Mail.

Mattew(Wed Jul 13 15:15:53 CDT 2011)>

Mattew(Wed Jul 13 15:16:32 CDT 2011)>
Are you able to send a mail?

Bob_(Wed Jul 13 14:16:40 CDT 2011)>
Yes. He gets mine.

Mattew(Wed Jul 13 15:16:59 CDT 2011)>

Bob_(Wed Jul 13 14:17:00 CDT 2011)>
This is only from this fellow.

Bob_(Wed Jul 13 14:17:25 CDT 2011)>
And it seems rather recent, as in several days to a week now.

Mattew(Wed Jul 13 15:17:31 CDT 2011)>

Mattew(Wed Jul 13 15:18:23 CDT 2011)>
Please send a test mail to your self and check it once.

Bob_(Wed Jul 13 14:19:15 CDT 2011)>
Works fine. This is only from that one person.

Mattew(Wed Jul 13 15:19:34 CDT 2011)>

Bob_(Wed Jul 13 14:19:46 CDT 2011)>
I get many emails all day - but his have stopped when he uses

Bob_(Wed Jul 13 14:19:57 CDT 2011)>
When he uses webmail I get them.

Mattew(Wed Jul 13 15:20:44 CDT 2011)>
Can you please login to the webmail.

Bob_(Wed Jul 13 14:21:01 CDT 2011)>
I don't know how and don't really want to, either.

Mattew(Wed Jul 13 15:21:47 CDT 2011)>
It may be blocked in your junk mails in your web mail.

Bob_(Wed Jul 13 14:22:46 CDT 2011)>
You aren't quite following me. I use Windows Live Mail. When HE sends emails to me, I haven't been receiving them UNLESS he uses webmail as his source. When he doesn't, I don't receive them (but I used to.)

Bob_(Wed Jul 13 14:23:11 CDT 2011)>
They are not in Junk mail. I receive emails on three devices, so it's not 'my computer.'

Mattew(Wed Jul 13 15:23:50 CDT 2011)>

Mattew(Wed Jul 13 15:24:01 CDT 2011)>
Please give me a moment.

Bob_(Wed Jul 13 14:24:13 CDT 2011)>
I keep emailing him (which he receives) saying I don't see your answers to my questions - he responds that he's repeatedly sent them.

Mattew(Wed Jul 13 15:26:59 CDT 2011)>
Please mark the "leave a copy on the server".

Mattew(Wed Jul 13 15:27:20 CDT 2011)>
Let me know the results once you have done with that.

Bob_(Wed Jul 13 14:27:28 CDT 2011)>
And WHERE would I do that?

Mattew(Wed Jul 13 15:28:10 CDT 2011)>
I will help you with that.

Mattew(Wed Jul 13 15:28:25 CDT 2011)>
Please give me a moment.

Mattew(Wed Jul 13 15:32:46 CDT 2011)>
Please give me some more time to resolve this issue.

Bob_(Wed Jul 13 14:32:56 CDT 2011)>
isps sometimes block other isps. Can you check if his is blocked and if so can you unblock for me?

Mattew(Wed Jul 13 15:36:50 CDT 2011)>
Please open accounts tab-> Properties-> Advanced tab.

Mattew(Wed Jul 13 15:37:17 CDT 2011)>
You can find the "leave a copy on the server".

Bob_(Wed Jul 13 14:38:19 CDT 2011)>

Mattew(Wed Jul 13 15:38:39 CDT 2011)>

Mattew(Wed Jul 13 15:41:24 CDT 2011)>
Let me know whether you can receive the mails from the person in webmail?

Bob_(Wed Jul 13 14:41:31 CDT 2011)>

Bob_(Wed Jul 13 14:42:40 CDT 2011)>
He has two computers. His BUSINESS computer is the one from which emails have stopped coming TO ME. As far as I kinow, only to me. His laptop uses webmail and I get them, just like always.

Mattew(Wed Jul 13 15:43:43 CDT 2011)>

Bob_(Wed Jul 13 14:44:33 CDT 2011)>
He does not receive 'undeliverable' notifications.

Bob_(Wed Jul 13 14:45:32 CDT 2011)>
... which leads me to wonder if TW has blocked his ISP?

Mattew(Wed Jul 13 15:46:55 CDT 2011)>
Can I access your computer remotely?

Bob_(Wed Jul 13 14:47:05 CDT 2011)>

Bob_(Wed Jul 13 14:47:16 CDT 2011)>
To do what?

Mattew(Wed Jul 13 15:48:09 CDT 2011)>
So that I can check were the problem is?

Bob_(Wed Jul 13 14:48:07 CDT 2011)>
It isn't my computer. It's my Blackberry and my IPad also... all of which used to get his messages.

Bob_(Wed Jul 13 14:48:24 CDT 2011)>
I am uncomfortable allowing you access.

Mattew(Wed Jul 13 15:48:42 CDT 2011)>

Mattew(Wed Jul 13 15:48:49 CDT 2011)>
Please give me a moment.

Mattew(Wed Jul 13 15:56:01 CDT 2011)> (Almost 8 minutes later)
Thank you for your patience.

Mattew(Wed Jul 13 15:56:53 CDT 2011)>
TWC does not block any isp.

Mattew(Wed Jul 13 15:58:38 CDT 2011)>
How ever there would be a problem in the settings of your friends please ask him to delete his junk mails.

Bob_(Wed Jul 13 14:58:56 CDT 2011)>
I will. What else?

Mattew(Wed Jul 13 15:59:51 CDT 2011)>
That's it. it works if you delete the junk mail blocks.

Mattew(Wed Jul 13 16:00:25 CDT 2011)>
Is there anything else I can help you with?

Bob_(Wed Jul 13 15:00:40 CDT 2011)>
No. Thank you.

Mattew(Wed Jul 13 16:01:26 CDT 2011)>
My pleasure chatting with you.

Bob_(Wed Jul 13 15:01:30 CDT 2011)>
So you are saying HIS junk mail settings blocks HIM sending ME an email? (The answer was Yes.)

Mattew(Wed Jul 13 16:01:35 CDT 2011)>
For more information about the products and services offered by Road Runner, you can visit this link anytime to get more help and knowledge : and check for online tutorials, FAQs and more details about Road Runner features.

And our story ends with no resolution. Have a nice day!

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