Expert’s Assistant chat

Customer: my Comcast IMAP is offline and I can’t send emails
JA: I understand your Comcast IMAP is offline and you’re unable to send emails. When did this issue first start happening?
Customer: This morning after I had been on my phone talent to a Comcast employe regarding some issues w my email
JA: Thanks for letting me know it started after your call with Comcast this morning. Could you tell me what device and email app or program you are using to access your Comcast email?
Customer: Im using my iPhone and my computer
JA: Thanks for sharing that you use both your iPhone and your computer. What operating system is your computer running (for example, Windows 10, Windows 11, or MacOS)?
Customer: I’m not sure?
JA: No problem, thanks for letting me know. Are you seeing any specific error messages or codes when you try to send emails or connect to your Comcast account?
Customer: when I try to send an email, it tells me I can’t send it because my email address is***@******.***, and I’m using I Comcast so need to use a different server? which is strange because I’ve never had any problems before with it
JA: Thank you for explaining the error message you’re seeing about needing to use a different server. Have you made any recent changes to your email settings or password ***** this issue started?
Customer: yes, yesterday my computer /email was hacked.
JA: I see, so your computer and email were hacked yesterday. Since then, have you changed your Comcast email password ***** taken any steps to secure your account?
Customer: I called Comcast and they assisted me, but now this issue came up this morning.
JA: Thank you for clarifying that Comcast assisted you after the hack and now this new issue has appeared. Have you tried removing and re-adding your Comcast email account on your iPhone or computer since the problem started?
Customer: no
JA: Thank you for sharing the details. The Email Technician will help with your Comcast IMAP email connection problem. Here’s what I’ll tell them: <ul><li>You can’t send emails from your Comcast account.</li><li>You started having issues after a hack and Comcast call.</li></ul> Is there anything else the Email Technician should know before I connect you?
Customer: no
JA: Thank you for providing the details. And, how would you like to connect with the Technician – phone call or online chat? Under the circumstances, I recommend a phone call.
Customer: phone call