Post by whyteluswhy on Jan 24, 2011 18:15:24 GMT -5
Transcript from my chat session. Please pay particular attention to the time stamps in the chat session. Chat is touted as being faster than phone support. Edited for privacy, otherwise complete and intact.
1:46:54 PM : Welcome! Thank you for using TELUS Chat Support, please be advised that your chat session will be recorded to ensure a quality customer experience.
1:46:54 PM : <<victim>>: Initial Question/Comment: user has Telus e-mail address. Cannot send mail from airports. Webmail not best option, since he POPs mail into Outlook. No option to use ISP's SMTP settings, as most airport employees have no idea. What is Telus' secure settings for SMTP?
1:47:04 PM : Estimated wait time is 2 hours 33 minutes 0 seconds
1:47:19 PM : Estimated wait time is 2 hours 33 minutes 11 seconds
1:47:29 PM : Estimated wait time is 2 hours 33 minutes 22 seconds
1:47:50 PM : Estimated wait time is 2 hours 33 minutes 44 seconds
1:48:00 PM : Estimated wait time is 2 hours 23 minutes 36 seconds
1:56:50 PM : Estimated wait time is 1 hours 44 minutes 16 seconds
2:03:06 PM : Estimated wait time is 1 hours 37 minutes 42 seconds
2:06:23 PM : Estimated wait time is 1 hours 33 minutes 36 seconds
2:06:33 PM : Estimated wait time is 1 hours 30 minutes 53 seconds
2:10:43 PM : Estimated wait time is 1 hours 24 minutes 19 seconds
2:12:14 PM : Estimated wait time is 0 hours 58 minutes 49 seconds
2:27:16 PM : Estimated wait time is 1 hours 3 minutes 31 seconds
2:39:21 PM : Estimated wait time is 1 hours 5 minutes 2 seconds
2:43:11 PM : Estimated wait time is 0 hours 46 minutes 7 seconds
2:49:47 PM : Estimated wait time is 0 hours 47 minutes 1 seconds
2:50:32 PM : Estimated wait time is 0 hours 43 minutes 6 seconds
2:57:07 PM : Estimated wait time is 0 hours 45 minutes 34 seconds
3:01:02 PM : Estimated wait time is 0 hours 51 minutes 38 seconds
3:01:22 PM : Estimated wait time is 0 hours 47 minutes 9 seconds
3:01:32 PM : Estimated wait time is 0 hours 34 minutes 1 seconds
3:07:27 PM : Estimated wait time is 0 hours 31 minutes 45 seconds
3:09:27 PM : Estimated wait time is 0 hours 32 minutes 20 seconds
3:09:37 PM : Estimated wait time is 0 hours 24 minutes 30 seconds
3:10:42 PM : Estimated wait time is 0 hours 24 minutes 46 seconds
3:19:32 PM : Estimated wait time is 0 hours 24 minutes 1 seconds
3:26:42 PM : Estimated wait time is 0 hours 20 minutes 51 seconds
3:28:32 PM : Estimated wait time is 0 hours 14 minutes 48 seconds
3:32:32 PM : Estimated wait time is 0 hours 12 minutes 47 seconds
3:34:42 PM : Estimated wait time is 0 hours 6 minutes 44 seconds
3:38:22 PM : <<agent>> has joined this session!
3:38:23 PM : Connected with <<agent>>. Your reference number for this chat session is xxxxxx.
3:38:23 PM : <<agent>>: Welcome to the TELUS Support Centre! My name is <<agent>>. Please allow me a moment while I look into your issue.
In the meanwhile, I will require both of the following before continuing, may I please have:
- Your phone number with areacode
- The full service address of your location
3:39:02 PM : <<victim>>: Sure. XXX.XXX.XXXX
3:39:24 PM : <<victim>>: Address - xxxx xxth Ave SW
3:39:32 PM : <<agent>>: Hello <<victim>>, that is unfortunate but you would need to find the outgoing smtp server of the internet provider you are using. There is no alternative. The current non-TELUS internet connection you are using is blocking your email client program from accessing outbound email servers other than their own. Many Internet Service Providers block foreign outbound email traffic because they are responsible for and regulate outbound email traffic. Many viruses and spam are transmitted by unmonitored outbound email servers. This is why you are not able to currently send email messages.
Incoming mail will work fine, but sending will unfortunately not work.
A few solutions for this is to either use webmail.telus.net to send email until you are back on a Telus connection, or find out the Outgoing Mail Server of the Internet Service Provider you are on and update your settings with that address specifically.
3:39:52 PM : <<agent>>: Unless you are on a TELUS connection, you will not be able to use our settings.
3:40:38 PM : <<victim>>: Many ISP's use sender authentication, and allows the user to send from any internet connection. Will Telus offer this service?
3:41:17 PM : <<agent>>: Unfortunately we currently do not, I have already passed on this feedback to be looked into by our email team and we are investigating for this to occur sometime later this year.
3:41:56 PM : <<victim>>: Any ETA on what later this year might mean? Hosted mail companies have offered this for over a decade....
3:42:12 PM : <<agent>>: Unfortunately I do not have a ETA, no.
3:42:46 PM : <<victim>>: no problems. Any idea on where I can get a list of ISP's by airport...? (ha ha)
3:43:47 PM : <<agent>>: You can visit whatismyip.com, and write down your IP here, then visit whois.domaintools.com and type in your IP address here to have an idea of what the provider is.
3:44:20 PM : <<victim>>: yeah, my users aren't that savvy. Thanks anyways... /<<victim>>
3:45:47 PM : <<agent>>: Currently it seems you are on <<other provider>>, so from personal experience their email server is simply "<<other provider>>", perhaps that might help. I do apologize for any frustration this issue has caused you, now that you have this information regarding sending, have I answered your questions for now?
3:47:29 PM : <<victim>>: The original question deals with airports, not my home office. My users fly alot. I have no solution, and no potential for a 90 day window for a solution. My question remains unanswered.
3:47:59 PM : <<victim>>: not your fault. Signing out....
1:46:54 PM : Welcome! Thank you for using TELUS Chat Support, please be advised that your chat session will be recorded to ensure a quality customer experience.
1:46:54 PM : <<victim>>: Initial Question/Comment: user has Telus e-mail address. Cannot send mail from airports. Webmail not best option, since he POPs mail into Outlook. No option to use ISP's SMTP settings, as most airport employees have no idea. What is Telus' secure settings for SMTP?
1:47:04 PM : Estimated wait time is 2 hours 33 minutes 0 seconds
1:47:19 PM : Estimated wait time is 2 hours 33 minutes 11 seconds
1:47:29 PM : Estimated wait time is 2 hours 33 minutes 22 seconds
1:47:50 PM : Estimated wait time is 2 hours 33 minutes 44 seconds
1:48:00 PM : Estimated wait time is 2 hours 23 minutes 36 seconds
1:56:50 PM : Estimated wait time is 1 hours 44 minutes 16 seconds
2:03:06 PM : Estimated wait time is 1 hours 37 minutes 42 seconds
2:06:23 PM : Estimated wait time is 1 hours 33 minutes 36 seconds
2:06:33 PM : Estimated wait time is 1 hours 30 minutes 53 seconds
2:10:43 PM : Estimated wait time is 1 hours 24 minutes 19 seconds
2:12:14 PM : Estimated wait time is 0 hours 58 minutes 49 seconds
2:27:16 PM : Estimated wait time is 1 hours 3 minutes 31 seconds
2:39:21 PM : Estimated wait time is 1 hours 5 minutes 2 seconds
2:43:11 PM : Estimated wait time is 0 hours 46 minutes 7 seconds
2:49:47 PM : Estimated wait time is 0 hours 47 minutes 1 seconds
2:50:32 PM : Estimated wait time is 0 hours 43 minutes 6 seconds
2:57:07 PM : Estimated wait time is 0 hours 45 minutes 34 seconds
3:01:02 PM : Estimated wait time is 0 hours 51 minutes 38 seconds
3:01:22 PM : Estimated wait time is 0 hours 47 minutes 9 seconds
3:01:32 PM : Estimated wait time is 0 hours 34 minutes 1 seconds
3:07:27 PM : Estimated wait time is 0 hours 31 minutes 45 seconds
3:09:27 PM : Estimated wait time is 0 hours 32 minutes 20 seconds
3:09:37 PM : Estimated wait time is 0 hours 24 minutes 30 seconds
3:10:42 PM : Estimated wait time is 0 hours 24 minutes 46 seconds
3:19:32 PM : Estimated wait time is 0 hours 24 minutes 1 seconds
3:26:42 PM : Estimated wait time is 0 hours 20 minutes 51 seconds
3:28:32 PM : Estimated wait time is 0 hours 14 minutes 48 seconds
3:32:32 PM : Estimated wait time is 0 hours 12 minutes 47 seconds
3:34:42 PM : Estimated wait time is 0 hours 6 minutes 44 seconds
3:38:22 PM : <<agent>> has joined this session!
3:38:23 PM : Connected with <<agent>>. Your reference number for this chat session is xxxxxx.
3:38:23 PM : <<agent>>: Welcome to the TELUS Support Centre! My name is <<agent>>. Please allow me a moment while I look into your issue.
In the meanwhile, I will require both of the following before continuing, may I please have:
- Your phone number with areacode
- The full service address of your location
3:39:02 PM : <<victim>>: Sure. XXX.XXX.XXXX
3:39:24 PM : <<victim>>: Address - xxxx xxth Ave SW
3:39:32 PM : <<agent>>: Hello <<victim>>, that is unfortunate but you would need to find the outgoing smtp server of the internet provider you are using. There is no alternative. The current non-TELUS internet connection you are using is blocking your email client program from accessing outbound email servers other than their own. Many Internet Service Providers block foreign outbound email traffic because they are responsible for and regulate outbound email traffic. Many viruses and spam are transmitted by unmonitored outbound email servers. This is why you are not able to currently send email messages.
Incoming mail will work fine, but sending will unfortunately not work.
A few solutions for this is to either use webmail.telus.net to send email until you are back on a Telus connection, or find out the Outgoing Mail Server of the Internet Service Provider you are on and update your settings with that address specifically.
3:39:52 PM : <<agent>>: Unless you are on a TELUS connection, you will not be able to use our settings.
3:40:38 PM : <<victim>>: Many ISP's use sender authentication, and allows the user to send from any internet connection. Will Telus offer this service?
3:41:17 PM : <<agent>>: Unfortunately we currently do not, I have already passed on this feedback to be looked into by our email team and we are investigating for this to occur sometime later this year.
3:41:56 PM : <<victim>>: Any ETA on what later this year might mean? Hosted mail companies have offered this for over a decade....
3:42:12 PM : <<agent>>: Unfortunately I do not have a ETA, no.
3:42:46 PM : <<victim>>: no problems. Any idea on where I can get a list of ISP's by airport...? (ha ha)
3:43:47 PM : <<agent>>: You can visit whatismyip.com, and write down your IP here, then visit whois.domaintools.com and type in your IP address here to have an idea of what the provider is.
3:44:20 PM : <<victim>>: yeah, my users aren't that savvy. Thanks anyways... /<<victim>>
3:45:47 PM : <<agent>>: Currently it seems you are on <<other provider>>, so from personal experience their email server is simply "<<other provider>>", perhaps that might help. I do apologize for any frustration this issue has caused you, now that you have this information regarding sending, have I answered your questions for now?
3:47:29 PM : <<victim>>: The original question deals with airports, not my home office. My users fly alot. I have no solution, and no potential for a 90 day window for a solution. My question remains unanswered.
3:47:59 PM : <<victim>>: not your fault. Signing out....