“That’s what the internet is for! Slandering others anonymously. Stopping the flick isn’t gonna stop that.”
Banky (played by Jason Lee) on Jay and Silent Bob Strike Back
Other than perhaps Amazon.com – it seems as if the only time people head online to review a product, a service, or a company is to complain; to bash the hell out of someone (or something) for providing bad service. Call it the American Way. Well, today is my turn.
AT&T
Image from ndolger.com.
I’ve long complained about AT&T’s cell phone service and rightfully so. Those with AT&T know exactly what I’m talking about.
This week, however, they seem to have upped the ante and now it’s concerning the use of my long-time YAHOO! email account. (Yeah. I really don’t get that connection either other than AT&T apparently had a partnership with SBCGlobal in which they used YAHOO! as sort of a go-between for their own email services.)
So what happened was this: despite logging into my YAHOO! account 10+ times a day, every day, for years and years – this past Tuesday I couldn’t get in. And after multiple failed attempts, I was eventually was locked out and the fix, somehow, goes through AT&T Customer Service. (Keep that little nugget in mind for later on…)
After talking with someone via their online chat yesterday, the representative told me that they had the information they needed and that I would be getting a call back telling me when my password would be reset.
I never got that call.
Today a representative tells me that despite providing them with two past zip codes, my AT&T account number, my cell phone number, an old sbcglobal email address and other security information – I’m told that they can’t verify who I am or that the account is, in fact, mine.
What happened was at some point in the past, an old AT&T email (or more likely an old sbcglobal.net) account was merged into my YAHOO! account. Yet without me being able to provide the security information for that old account, they couldn’t reset my password for current account.
Trust me, I know how idiotic this sounds too!
It’s weird though that the rep couldn’t even verify my cell phone account number with them. The same account number that I’ve been forking over $175+ a month towards for two-years to pay for the affore mentioned shitty cell phone service.
Eventually this online representative told me that if I visit at AT&T store and show them a government issued ID to verify my identity, they could solve this problem for me and reset my YAHOO! password.
Do I really need to say what happened next? Of course I do. I go to the AT&T Store where they had no idea what to do and so they – (wait for it) – called AT&T Customer Service.
The circle is complete.
So after using the same YAHOO! email address – for paying bills, looking for jobs, personal communication, professional correspondence, internet purchasing, various online account logins, etc. (not to mention a pretty robust address book with contact information) – for over 10 years, AT&T (not YAHOO!) is basically telling me that I can no longer do so and they can’t do anything about it.
Read that again: AT&T, not YAHOO!, is telling me I can no longer use my YAHOO! email account of 10 years.
I get the need for security. I completely understand the threat of identity theft. Yet this situation just screams STUPIDITY on the part of AT&T. I am who I say I am and can prove it.
Yet somehow if I miss my $175 payment next week, they’ll know exactly who I am, where I live, what my wife’s name is, my son’s birthday, and probably the mileage on my car since my last oil change.
So yeah. I’m trying to contact YAHOO! now, which surely makes a lot more sense doesn’t it?
And finally…
In the it’s-so-pathetic-it’s-almost-funny-category: Upon following the instructions, beginning on YAHOO! and eventually leading me to AT&T’s website, for retrieving a lost password for my YAHOO! email account – does anyone care to guess where AT&T wants to send the new password?
Mr. Miller..Please tell me the number you called to resolve your problem. Mine is exactly the same. Called yahoo support 9 times and was put on hold for a very long time and then was disconnected. Talked to 5 different ATT support people over last 3 days. Can’t help…or won’t. Have same merged acct problem which fouled my security questions/answers. Nothing on on-line support works. Please help…desperate
Unfortunately, I’m not sure YAHOO! can do anything. This has to come from AT&T. As for online, that’s not going to work either.
I think I just called the usual AT&T service number and eventually Robin (I believe) was able to (un)merge those accounts for me. And trust me, I understand how pissed off you are.
Perhaps just be crystal clear and simply ask them to unmerge your AT&T and sbcglobal accounts? Completely bypass any rep and ask for a manager? Who knows – maybe ROBIN still works there. Ask for her?
I wish I had the solution, but I don’t (other than keep calling and bugging them). Usually I keep pretty good notes on stuff like this, but I’m not finding them right now. If I do, I’ll let you know.
Try this: http://forums.att.com/t5/Email-Internet-Security/Unmerging-Yahoo-amp-AT-amp-T-email-accounts/td-p/2013353
A user names “usafa92” put some steps on how he fixed the problem. Maybe this’ll work for you???
LMAO. Mr. Miller, believe if or not I went through all the same identical ordeal you did, with a little resolution. I was able to have the my yahoo password changed by the AT&T rep., which she wasn’t suppose to do. I can now get into my yahoo acct. But can’t change password without being directed back to AT&T.
So when I called directly to AT&T browser dept. to ask for help to change my yahoo password, they told me they couldn’t change it. I was informed only Yahoo customer service could do it. So starts the cycle all over again.
What the heck.
So now I have the option of keeping password I was given by rep., that she knows, or transferring my folders on my yahoo to Google.
I should, should, should transfer out of YAHOO! but it’s not really easy. I’ve had that account for so long.
You’d think they would have simple, standard, procedures for something like this. In the big scheme of things, thus shouldn’t be a difficult process.
Thank you for writing up your experiences. I randomly lose internet connection getting messages that an unfiltered phone has been detected. This is the same setup that worked yesterday (I did not add a new phone or anything else), but now the system will not let me access anything but the Yahoo homepage. Thinking my Home portal is faulty, I call AT&T help line, they can’t effect a fix and ask if I want to schedule a technician visit. If the tech finds any unfiltered phones, there will be a $99 charge. I decline because I notice the message is sourced from Yahoo. I resolve to call Yahoo in the morning, but how to reach them? This morning the system works again without any additional intervention. Who really Is my ISP, and how do I get them to help when the system goes sideways?
I’m not sure you can call YAHOO! (I think I just emailed them).
Based on your email and IP address, it looks as if you’re still with sbcglobal and my guess, is that your ISP is AT&T (though I honestly don’t know that for sure).
See what YAHOO! says. If they tell you to go to AT&T – which they probably will – keep bugging various people and departments at AT&T until you get your answer.
Still. A very confusing relationship between all parties involved…
UPDATE (June 25, 2013) – As it turns out, I was able to get a hold of a wonderful representative (Robin, I believe) who got everything resolved in a relatively quick manner. The whole relationship between AT&T, sbcglobal.net and YAHOO! is still convoluted but at least everything’s ok now…
great article…it is stupid of course what you r going thru…the American way