Thanks Yastiandrie,
What you and the link describe is excatly the issue I experienced.
Not a Telstra problem but a Microsoft problem.
Had the original contact known that he could have solved my problem and the downrating of Telstra in mmy eyes.
Having taken charge of my machine he acknowledged it as a Telstra problem and elevated to level 2 support.
Nobody at this next level bothered to contact me to tell me it was not a Telstra problem so I am left to berateTelstra for inaction.
You are not permitted to e-mail anyone at Telstra even on a one off basis to send screen grabs so I just kept them.
It was not until the the acknowledgement of my official complaint came in twice that the red flag was raised and the mist descended over the eyes.
Not a Telstra problem in the end but no credit to Telstra for communication
john