What's happening
Microsoft is having an outage that's affecting email. If your email address is with Outlook, Hotmail or another Microsoft service, emails from us may arrive late or not at all.
Our clinicians and Customer Care team are working as normal. You can still reach us by chat and phone, and we're replying to every message.
Who's affected
You're likely to be affected if your email address ends in:
@outlook.com
@hotmail.com or @hotmail.co.uk
@live.com or @live.co.uk
@msn.com
Some work and personal addresses on other domains also run on Microsoft. If you're not sure who provides your email, assume you might be affected and message us in chat.
Addresses with providers like Gmail aren't affected.
Emails you might miss
While the outage lasts, these emails from us may not reach you:
Prescription approvals and updates from your clinician
Order and delivery updates, including upcoming orders
Dose change notifications
Video consultation links
Test result notifications
Replies from our team
If you were expecting an email and it hasn't arrived, message us in chat and we'll tell you what it said.
Video consultations
If you have a video consultation booked and use a Microsoft email address, please try joining via your original link as normal. If you haven’t joined at your appointment time, your clinician will call you directly to help you connect, send the link to an alternative email address, or prioritise rebooking you.
Your clinician will check your name and date of birth at the start of the call.
Phone consultations aren’t affected and will go ahead as normal.
Test results
If any of your results need urgent attention, a clinician will phone you. We won't rely on email for anything urgent.
For routine results, message us in chat if you've been waiting longer than expected.
How to reach us
Chat: the quickest way to reach us. Open chat from the Help Centre or your account. We're answering all messages as normal.
Phone: +44 808 169 9594. Lines may be busier than usual.
Text messages: if we email you during the outage, we may also text you to let you know. These can take a little while to arrive.
You don't need to send us your messages again. We've got them.
If you feel unwell
If you have severe symptoms or need urgent medical help, call 999 or go to A&E. Don't wait for a reply from us.
For urgent advice that isn't an emergency, contact NHS 111.
What happens next
Microsoft is working to fix the problem. Emails sent during the outage may arrive once it's resolved, but some might not. If anything's missing, get in touch and we'll fill you in.
We'll update this article as soon as the outage is over. Thanks for bearing with us.