one drive case [REMOVED PII]

Question

Iwasworkingwith tech support chat today and they hungup onmeand nevercalledback. They got in my computer remotely and did things. nothing is working and i cannot access any files. I have a case number and i emailed but no one is responding to me. my case number is [REMOVED PII]. My name is [REMOVED PII] and my number is [REMOVED PII]. can someone please go backinthe computerr remotelyandfixwhat they did.

Answer 1

PII caution: Please note that this is a public forum for users. Do not post any sensitive or private information here for your privacy and security. 

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Hello Lisa Ashlee

I’m sorry the support chat disconnected while the technician was making changes to your computer, leaving you unable to access your files. Please note that this is a public user-to-user forum, so no one here can view your support case or reconnect to your computer. We can only offer suggestions based on our research and personal experience.

Please reach out to Contact Microsoft Support again and sign in with the same Microsoft account used for the original support request. Select Request history, then check the status of your previous case.

• If the case is still open, open it and use the available contact option to follow up. Explain that the remote session disconnected while changes were being made and that you still cannot access your files.
• If the case is closed, return to the Contact Support page, enter a brief description of the issue, and follow the prompts to contact Support again. Provide the previous case number privately so the new agent can review it.

Hopefully your issue will soon be resolved. Thank you so much for your patience!

Best regards.