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teffertoes
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Thu, Aug 5, 2010 11:25 PM

Unmerging Yahoo & AT&T email accounts

It appears my Yahoo email account has been hacked. When I went in to change the password, it told me I had to change it via my merged AT&T account. Well, I haven't had AT&T for a couple of years and never unmerged that account from Yahoo after I left, apparently. When I try to go in with my former AT&T account, I initially get in and it says:

 

"We're sorry, the AT&T sevice you are attempting to access is not available using the login information you provided.
To continue, please select the login button for one of the services below."

 

I then get sent to the initial login for the AT&T account manager, but I can't login because I haven't been with AT&T for at least a year to 2 years. I'm not sure what to do. I don't want to abandon my Yahoo account because I have too many things associated with it.

 

I'd appreciate any help you could give me.

cit1981

Tutor

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12 Messages

5 y ago

Are the AT&T support people simply paid by how quickly and often the respond without regard for whether they actually took time to look at the thread history and to understand the situation? It is beyond comprehension how AT&T support continues to post the same thing over and over again without actualy reading or understanding the thread. Or is support actually just a bot parroting the same thing over and over again?

 

Tutor

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9 Messages

5 y ago

I have a similar problem to cit1981 but can't follow the steps suggested by ATTCares because wkhen I access myAT&T, then selection Profile, there is no sub-heading titled "AT&T Email Accounts" to access in order to follow the next step.  The only four sub-heads listed under Profile are: My Profile, Passwords, More Passwords, and Linked Accounts, none of which have something titled "AT&T Email Accounts" in them.   What to do?   mag916

cit1981

Tutor

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12 Messages

5 y ago

AT&T support seems to be missing in action. I sent several private messages back and forth about exactly what you are saying and included a screen shot as  proof. I finally did get a social media manager Ross to call me by telephone and I spoke to him. He was very nice, but have heard nothing back for over a week after repeated messages here and on voice mail. Very frustrating to say the least.

Tutor

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9 Messages

5 y ago

Thanks for your response. Let's follow up if either of us manages to get
any further on this. It's been really frustrating - I've had 3 different
online chats with clueless AT&T personnel before going to the community
post.

cit1981

Tutor

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12 Messages

5 y ago

I chatted with somebody from support for Internet (DSL) who once again told me to follow the same process. Finally, he just called me by phone. He told me to delete my sub-account and I told him there was no delete option showing. He said he could see it on his webpage. I told him it was not on my webpage and I could send him a screen shot.

 

He told me to try it in the Chrome browser instead of Firefox. I did not have that installed. So he finally said, he might be able to do it on his end. He was and then when logging into my yahoo account, I did get the unmerge option. It seems to have worked.

 

 

Tutor

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4 Messages

5 y ago

This dialog with att gives some indication of what is going on, but no solutions.  I too have been hacked and not able to change my password because of ATT.  Since I had gmail as a backup, now they are trying to hack that one.  I've put two-factor authentication on just about everything, but of course I'm not able to do it with Yahoo.  This is really unbelieveable!

 

Attila : So you can log in?
Walter : Yes. Thats not the problem. I can log in fine. I can't change the password on Yahoo. ...it sends me to ATT
Walter : I want the yahoo account unmerged from ATT
Walter : I'm stuck in this loop...
Walter : I log in to yahoo, ask to change my password
Walter : it sends me to ATT
Attila : Please give me a minute
Attila : We are working on it
Attila : I'm still working on it. I apologize it's taking so long but please give me one more moment
Walter : thanks. appreciate the help
Attila : You are welcome
Attila : I'm sorry for keeping for such a long time here but because the dsl account was terminated and this access ID is linked with two other access ID it created a system error in our database
Attila : Let me contact one of our specialists and ask him for help
Walter : ok. I'll wait. I've been trying to resolve this for weeks
Attila : Also in the meantime you can try to call our digital assistance care 8 7 7 - 2 6 7 - 2 9 8 8
Attila : They can do magic sometimes
Walter : No, actually you are the only one who has come close to identifying an issue.
Attila : Thank you
Attila : I am sorry but the phone number I gave you is the only option you have
Attila : Our server have a system error and we no longer can retrieve the yahoo address
Attila : I am sorry about this inconvenience. I tried everything because I wanted to know what caused such a mess in our system but it cannot be corrected from our side
cit1981

Tutor

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12 Messages

5 y ago

To be more clear about the solution, it seems for some reason the delete option that AT&T support tells me to use does not show on the webpage when I access my account. The AT&T support rep said it shows on his webpage. So the confusion is that AT&T support is looking at what should be the same webpage and they are seeing a delete option and the customer is not. I don't know if that is a browser issue or something else. In my case, once I convinced the AT&T support rep over the phone that the delete option was not there, he was able to delete it for me.

Tutor

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9 Messages

5 y ago

Thanks - I'll see if AT&T Support can help me -- if you still have the phone number you reached the helpful person on, pls send it to me. I've had no luck with the online chats with AT&T personnel, although I've had 3-4 separate long chats about the problem.


Tutor

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4 Messages

5 y ago

I spent over 2 hours on the phone with AT&T. I spoke to at least 4 different people each time trying to explain my situation. In the end I ended up getting transferred to the same number that I had dialed in to begin with. Perhaps one of my most frustrating customer experiences ever. In the end I was told that my AT&T ID needs to be deleted which is okay with me because I no longer use that account. They told me in order to delete that ID, I would need to provide them the account number from my bill from 10 years ago. They said that was needed as a form of identification. In the meantime my Yahoo account continues to be hacked and continue to be sending out spam messages through the account and remain unable to change my password on the account because it keeps sending me back to AT&T to change it. Reminder of my problem: I was an AT&T customer over 10 years ago through DSL. At that time I was given an option to merge my personal Yahoo account into my SBCGlobal account. When I left AT&T, my SBCGlobal account was closed. My Yahoo account remain linked to the SBCGlobal account somehow. Get the people everything was fine on my Yahoo account until this big hat happened in the summer of 2014 or whenever. This year I noticed that my account was sending spam. Something that so I thought it would be prudent to put two Factor authentication on it. When I went to put the authentication on it kept referring me back to the AT&T change your password page. If I change my password on the AT&T site it would have no effect on my Yahoo account. If I tried to change my password, again I keep getting referred back to AT&T. I have spent weeks working on this. Since the hackers have obtained my password, they have been attempting to hack into my Facebook Twitter Youtube Gmail and other accounts. Directions I normally wouldn't care about this Yahoo account, but I have several thousand pictures link to it through a Flickr account and it's literally going to take me days to download those pictures. NH AT&T if you're listening this is a big problem for some people. [Per Guidelines:  Keep it Relevant and Appropriate].
cit1981

Tutor

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12 Messages

5 y ago

 

@nod916 I didn't call anybody. They called me after I initiated an online chat. Maybe you are chatting with personnel in the wrong department or maybe I got lucky and had somebody who knew what they were doing. The two times I did it, both techs seemed to know about the issue (I got disconnected the first time). You can try initiating an online chat from this  page:

 

https://www.att.com/esupport/main.html#!/dsl-high-speed

 

and you can try asking for Josh (that was the person I spoke to the the first time). I don't have the name of the person I spoke to the second time and who actually deleted the account for me. Good luck.

 

@wallio yes, my experience with tech support with AT&T has been attrocious. After all my initial posts here and posting on twitter, I had a social media manager ask to talk on the phone saying we were not making progress in the forum which was cerainly true. I called and talked to him and explained my issue in depth. I then never heard back from him despite my leaving numerous messages. It is absolutely the worst experience I have ever had with tech support at any company.

ATTHelp

Community Support

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175.7K Messages

5 y ago

Hi, just wanted to follow up with you and see if your issue was fully resolved. Based on your previous posts in the Forums, it appears to be, but I wanted to make sure. I do apologize if it appeared that I didn't contact you back, but truth be told, I did try calling back and left voice messages when I couldn't reach you, as well as reaching back out via private message here on the Forums. I think we just missed each other in cyberspace somehow, which didn't help with your issue, and I am sincerely sorry for that. If there's anything further I can do to assist you, please let me know. I am sad that this caused you to feel this was the worst experience you had with customer service with a company. It was never my intent for that to happen. We try our best to help all of our customers to the fullest extent we can. Please have a good day and reach back out if you need further help. Sincerely always, ~Ross, AT&T Social Media Manager

Contributor

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2 Messages

5 y ago

I noticed a sub account "outlook.com" under my sbcglobal.net email that I did not create. I deleted it and added my gmail account. But I'm concerned that my sbcglobal email has been hacked. A friend used the outlook address, but I did not receive it.  Another friend used it along with my sbcglobal account. Apparently, when they typed my name in the address of their emails, both addresses appeared.  Please he please help. 

 

Sheryl

Contributor

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2 Messages

5 y ago

Please verify that you received my message. 

Tutor

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4 Messages

5 y ago

@cit1981 Agreed, this has been a nightmare for me.  I actually already tried the ATT chat, spending over an hour on that being passed from person to person.  

 

My problem is not even close to being resolved.  I've tried this:  https://www.att.com/esupport/article.html#!/dsl-high-speed/KM1047015 to no avail.  No one I talked with recommended these steps despite having access to it.  No one I talked to would even look at that link to get an idea of the problem without me having to explain it over and over.

 

I'm amazed that something so simple (changing a password) has been made impossible by ATT.  I find myself trying the same things over and over (expecting different results).  What I can say about the ATT customer service is that everyone has been very nice and empathetic in the midst of their incompetence.  

 

In the meantime, my Yahoo account has been sending boatloads of spam.  I've deleted all my contacts and all my old emails, some of which I had archived with very important personal info.

 

Now the hackers have been probing my defenses on many of my retail / banking / Social media accounts where I may have had my Yahoo email as a backup.  I think I am safe, but can't be sure.  I might have something important that I forgot.  Somewhere I may have used the Yahoo login where they can gain access.  I've had the Yahoo account for well over ten years, it was my login for many things.  I had it for years prior to getting service with ATT (Sbcglobal)

 

Looks like the media is getting wind of this issue too: CBS News Story

cit1981

Tutor

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12 Messages

5 y ago

@ Ross We must be living in alternate universes. I received no voicemails or private messages, I was the one who left several voicemails without a call back. If I had, why would I have had to resort to trying other avenues for support. In any case, I have solved the issue as noted by my marking my post as solved. I consider this thread and matter closed as of this point and will no longer be responding to any posts.

 

P.S. As further evidence of the ineptitude of AT&T support, here are the two latest private messages to me which have nothing to do with my problem as would be obvious from anyone actually taking time to read my posts.

 

 

From: ATTCares
Sent: ‎11-07-2016 7:38:54 PM
 

We are here and still able to assist with unmerging the Yahoo account from the AT&T email accounts. We will need to authenticate the account first as you've been previously advised as this can potentially lose all data on the AT&T email accounts. I understand that the contents being lost is alarming but we will still need to follow process. 

Are you able to initiate a short chat session with us to perform the authentication so we can proceed with this? 

 

From: ATTCares
Sent: ‎11-08-2016 12:03:15 PM
 

Hi,

 

We apologize for any confusions. The primary and sub-accounts are one account, and the move as one. There is no way to separate them.

 

Thank you,

ATTU-verseCare

 

 

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