can I talk to an agent to resolve my issue

Request an agent through Outlook.com or the Windows Get Help app; a callback may be offered, but contact methods vary by product, subscription, scenario, and operating hours.

Request Outlook.com support

Because you can sign in, use the support option inside your mailbox:

1. Sign in to Outlook.com in a web browser.
2. Select Help on the top menu.
3. Enter: Compromised Hotmail account can send but cannot receive any email.
4. Press Enter and review the result.
5. At the bottom of the Help pane, under Still need help?, select Yes.
6. Submit the request and provide an alternative working email address if requested.

This routes the case to Outlook.com support for mailbox-level investigation.^1^

Clearly state:

My Hotmail account was compromised. I changed the password and can send email, but no incoming email arrives from any sender. Storage is available, Junk has been checked, and there are no inbox rules. Please check for a mailbox-side or security restriction affecting inbound delivery.

Do not post your phone number, email address, password, or security codes in this public forum.

Request a callback or live chat

On your Windows PC:

1. Open Start, search for Get Help, and open the app.
2. Enter the same description shown above.
3. If the automated steps do not resolve it, select Contact Support.
4. Select the affected Outlook/Microsoft account product and confirm.
5. Choose either:
   • Chat with a support agent in your web browser, or
   • Provide your phone number and a support agent will call you.

The callback option only appears when it is available for your product, scenario, subscription, region, and current support hours.^2^

Microsoft agents cannot directly change account details or send password-reset links, but they can route the issue through the appropriate support process.^3^

Checks to perform while awaiting support

Since you already checked storage, Junk, and inbox rules, do not repeat those checks. Instead:

1. Temporarily disable POP or IMAP if enabled
   • In Outlook.com, open Settings → Mail → Forwarding and IMAP. Depending on the interface, this may appear under Sync email.
   • If POP or IMAP is enabled, disable it temporarily and save.
   • Send a fresh test message from a different email provider and check Outlook.com in the browser—not only New Outlook.
   Microsoft identifies active POP/IMAP connections as a possible receiving-mail issue.^4^
2. Check forwarding
   • In the same Outlook.com settings area, verify that forwarding is off and that no unfamiliar destination address is present. This is separate from inbox rules.^5^
3. Review the compromise activity
   • Open your Microsoft account’s Security page.
   • Select Review activity.
   • For activity you do not recognize, select This wasn’t me or Secure your account, depending on the option displayed.^6^
4. Run a full malware scan
   • Open Windows Security → Virus & threat protection → Scan options → Full scan → Scan now.
   • This checks your PC for malware that may have contributed to the compromise; it does not identify or scan the attacker’s device.^5^

Changing the password does not by itself prove that Microsoft blocked incoming mail. Given that sending works and the checks you already completed did not resolve receiving, ask support specifically to investigate the mailbox’s inbound-delivery state.

References

1. How to get support for Outlook.com
2. Get Help for Microsoft personal account users | Microsoft Support
3. Contact Microsoft customer support | Microsoft Support
4. Can't send or receive email in Outlook.com | Microsoft Support
5. How to recover a hacked or compromised Microsoft account | Microsoft Support
6. What happens if there's an unusual sign-in to your account | Microsoft Support