@MSLauer If it's stuck in the outbox, it means that the outgoing (sending out) settings that you have may need to be updated. Understand that nothing has been changed with your mail settings, have you checked that the mail settings you have are the updated ones and are correct?
We recommend using https://webmail.shaw.ca/ and if it's working on webmail and can send/receive, this means that the email account is active/enabled.
@mdk We have had this Third party out of support scope in place for quite a while now. And using an email client is one of them. Hope this clarifies this. And @MSLauer we apologize if the representative didn't explain well as to why we can't provide more information or troubleshooting.