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Maureen 0 Reputation points
2026-05-13T19:46:08.1966667+00:00

Microsoft Support Team regarding case number: [moderator's note: PII removed]. I did not disconnect the session.[moderator's note: PII removed], my support guy, caused my system to shutdown!!!

Windows for home | Windows 11 | Windows update
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  1. Vikki-T 5,805 Reputation points Microsoft External Staff Moderator
    2026-05-14T07:00:24.5066667+00:00

    Hi Maureen, 

    I understand that the support session ended unexpectedly and that your system shut down during the interaction with the support agent. I can understand how concerning and disruptive this must have been, especially when you were already working with Microsoft Support on an active case. 

    Please note that your post included case number that may be considered private or sensitive. To help protect your privacy and keep your information secure, I will help remove that detail from the public thread where possible. 

    Please note that this is a user-to-user support forum. Moderators, contributors, including external Microsoft employees, cannot directly intervene in Microsoft product features or access back-end systems. My role is limited to providing technical guidance on reported issues, requests, or ideas. 

    For this situation, the best next step is to contact Microsoft Support again and provide the existing case number privately to the support agent. By providing the case number directly to Microsoft Support, the agent who receives your request can review the existing case history and continue assisting you without requiring you to explain the full issue again. 

    Just in case, you can feel free to share more about the issue before contacting support so that we can see how to work on this together.

    You can contact Microsoft Support through the official Microsoft Support page: https://support.microsoft.com/contactus 

    Wishing you a quick resolution and a smooth experience in getting your device back to normal operation. 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

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  2. AI answer

    2026-05-13T19:46:26.06+00:00

    For issues with an existing support case and to resume or escalate case number 7102728544, direct contact with Microsoft Support is required, as community tools cannot access or modify support cases.

    To continue work on that case, report what happened during the remote session, or request a different agent:

    1. Use the official Microsoft Support contact channel:
      • Go to Contact us here: https://go.microsoft.com/fwlink/p/?linkid=2135360 (from the Contact support pages in the context).
      • Provide the existing case number 7102728544 and describe that the session was disconnected and the device shut down during the support interaction.
    2. If using Windows 11’s Get Help app:
      • Open Settings → search for Get Help or open the Get Help app.
      • Follow the prompts; if the virtual agent cannot resolve the issue, choose Contact Support.
      • Select the appropriate product (Windows) and scenario, then confirm.
      • Choose Chat with a support agent or Provide your phone number, and a support agent will call you.
      • Give the agent the case number and details of what occurred.
    3. If more assistance or escalation is needed (for example, to file feedback about the prior interaction), ask the agent to review and update case 7102728544 and request escalation as appropriate.

    If there are any signs of scam or non‑official “support” (for example, a pop‑up or unsolicited call that told you to contact support), immediately stop interacting with that party and use only the official Microsoft Support channels above.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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