"cleaning filters" in Mail never finishes

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Silver Contributor II
Silver Contributor II
Posts: 265
Registered: ‎01-09-2012

Re: "cleaning filters" in Mail never finishes

Message 41 of 54
(1,039 Views)

I was mistaken.  I had two rules duplicated one with two duplicates so there were actually three duplicate rules in total, not one.  My mistake  😞

 

10/11: 1431 hrs ~15 mins

Received a call based upon my Case ID Number.

I then had a direct Point of Contact by name and direct phone number on this issue [ whom I'll call the Problem PoC from hereon in ] The issuance of the Problem PoC fell outside the realm of any “private support case thread” which was actually a fruitless endeavour.  The subject was discussed and I dictated a few sentences relating the problem to the assigned Problem PoC.  The Problem PoC would then, in turn, provide that text to the head of the OSC via an upcoming conference call.

 

 

10/11: 1517 hrs ~10 mins

I received a follow-up call from the assigned Problem PoC.  It was relayed to me that an administrator could delete the offending duplicate rules noting it was believed the account hit the 50 rule limit.  I told the Problem PoC that I had extracted all the rules numbering 32.  I had sorted the rules and found the one duplicate rule.  I deleted that duplicate making my backup list having only 31 rules.  Well below the 50 rule maximum limit. [ as it turned out I was looking at the wrong list and I relayed the wrong number to the Problem PoC.  I had two rules duplicated one with two duplicates so there were actually three duplicate rules in total, not one. ]  We discussed having the Webmail Administrator delete all the rules as I could easily reproduce them noting to the Problem PoC that this was a suggestion I had made on September 27th.

 

 

10/11: 1907 hrs

Went into the affected account and into the Filter settings.  All filter rules were removed by the Webmail administrator.  Re-entered 29 filter rules with no sequalae.

 

NOTES:  For me, this issue was resolved by the Webmail Administrator deleting all Filter Rules.  Since I had created a manual backup, reinstating the rules without duplicates, was easy. 

 

However, getting that Webmail Administrator action performed had nothing to do with out-of-band Private Forum actions.  I knew what group to contact once the 3rd ticket was summarily closed.  That 3rd ticket closing, without any action taking place, gave me sufficient reason to contact that resolution group.

 

More than 5.5 hours were spent with the "normal" support group.

Approx 40 mins were spent with the final group who were actually able to effectuate a resolution

 

The Lithium Software sux !!
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Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 5,173
Registered: ‎08-05-2008

Re: "cleaning filters" in Mail never finishes

Message 42 of 54
(1,021 Views)

Congratulations! Glad to hear all is now well. Took long enough though didn't it? Look at all the time lost on all sides when it probaqbly could have been fixed the first time in a few mintues if someone at Verizon had just been willing to step up and own the problem.

 

Thanks for following up so thoroughly and persistently on this problem.

 

__________________________________
Justin
FiOS TV, 25/25 Internet, and Digital Voice user
QIP7232, QIP7100-P2, IMG 1.9.1
Keller, TX 76248

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Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 1,759
Registered: ‎05-22-2010

Re: "cleaning filters" in Mail never finishes

Message 43 of 54
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Its a bit of a sad state that it took a couple of us pointing out your problem on the CL board to get the right Verizon people to look at your problem.

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Silver Contributor II
Silver Contributor II
Posts: 265
Registered: ‎01-09-2012

Re: "cleaning filters" in Mail never finishes

Message 44 of 54
(976 Views)

Thanx for your comments guys.

 

                          S_THUM~11.GIF

The Lithium Software sux !!
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Contributor
Contributor
Posts: 1
Registered: ‎10-15-2012

Re: "cleaning filters" in Mail never finishes

Message 45 of 54
(923 Views)

Big run around for me after contacting Verizon about the mail filters issue. The phone agents have no clue this problem even exists or what to do about it.  They insist it is my browser's problem, although I've logged in to filters from several different computers, OS's and browsers only to frustrate over the same issue - can't add, change, delete or "clean" filters.  I allowed VZ agent to remote access (ugh) and had my logged-in page directly open to filters. The agent didn't even try to delete any of my filters (so she could see the problem I was referring to).  Agent immediately started collapsing my open Verizon webmail pages and tried to access my IE tool bar, systems, etc.  I shut her down immediately.  Tired of these bugs in the system that Verizon refuses to address and tired of their know-nothing phone reps.

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Silver Contributor II
Silver Contributor II
Posts: 265
Registered: ‎01-09-2012

Re: "cleaning filters" in Mail never finishes

Message 46 of 54
(918 Views)

Send me a Personal message (PM) or send me an email.  My Forum account name is the preamble of my email address.  I will provide you the phone number of whom to contact..  By contacting them and referencing this forum thread, you will get resolution.

 

As an additional note...

I received a quality control (QC) and Verification phone call from the final resolution group I had used.  We had discussed the overarching problems getting resolution and he indicated he has read this thread.  Needless to say he did not like what I had to go through to get resolution.

 

The Lithium Software sux !!
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Silver Contributor II
Silver Contributor II
Posts: 265
Registered: ‎01-09-2012

Re: "cleaning filters" in Mail never finishes

Message 47 of 54
(903 Views)

HitesMites :

 

Follow-up. 

 

I received another QC phone call on my issue and verification that my Case ID Number is resolved and could it be closed.  I mentioned you (not by name) also are running into the SAME situation that I did.  I was given permission to provide you with the name and direct phone number of the Problem PoC who assisted me and he can assist you.

The Lithium Software sux !!
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Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 1,759
Registered: ‎05-22-2010

Re: "cleaning filters" in Mail never finishes

Message 48 of 54
(847 Views)

If You can get some key wording you can post, such as needs to be fixed by the "ABC department", that would help in the future.

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Silver Contributor II
Silver Contributor II
Posts: 265
Registered: ‎01-09-2012

Re: "cleaning filters" in Mail never finishes

Message 49 of 54
(839 Views)

tns:

 

If you are addressing me, I don't quite un derstrand what you are saying.

 

 

The Lithium Software sux !!
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Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 1,759
Registered: ‎05-22-2010

Re: "cleaning filters" in Mail never finishes

Message 50 of 54
(819 Views)

@DLipman wrote:

@tns:

 

If you are addressing me, I don't quite un derstrand what you are saying.

 

 


Since you and at least two others had the problem, it would be nice if the next person who had a problem knew how to talk to the regular support to get it fixed.  E.g.  Some problems are handled by "fiber solutions" , etc.  Would save the next person lots of time if he knew the area within verizon he needed his problem switched to.

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