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kwclr's profile

New Member

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12 Messages

Saturday, February 5th, 2022 5:46 PM

Cannot access long time @swbell.net email

I am trying to add an email account to my computer's e-mail program, but I am unable to sign in as my account is locked.  After multiple calls to ATT, and then eventually being transferred to someone with U-Verse, a case has been filed to retrieve and unlock the account.  This was days ago, and I've heard nothing.

I'm still signed in to the account on my iPhone (thank goodness), so I have access, but cannot sign in online (Yahoo) or add the account back to my Mac.  I have been told that the account is so old that it has no recovery options connected to it (like a phone number or alternate e-mail).  I was told just to abandon it and make a new e-mail address.  BUT this is a nearly 25 year old e-mail account that is part of my home business and all entire digital life is connected to.  Since I still have access on the phone, there should be a way to prove that this is my e-mail address. 

Can anyone from AT&T help?  Thanks in advance!

ACE - Guru

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9.9K Messages

2 years ago

The "support" people are particularly clueless about this email issue a ton of people are having.

You need someone way up the ladder to take ownership of your situation.  The best way to do that is to fill out the form HERE.

 

Ignore the stated purpose on the form.  This will be responded to within 24 hrs by someone from the Executive Care team at AT&T and they can get things done.  Once you submit, make sure you're ready to get a call from a number that isn't familiar.  If you miss it your chances of calling back and getting a successful result goes down.

 

Good luck!

Community Support

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232.8K Messages

2 years ago

Hi Tammy-

 

My name is Laura, and I'm with the business team. Your email issues have been sent over to me for further assistance. I have an offline team that I can escalate to that handles these types of issues. Please allow 24 to 48 business hours for a manager to get assigned to your case and get back with me on a resolution. If you should need anything at all, please don't hesitate to reach out to me via private message. I will follow up with you once I see a resolution.

                     

Thank you,

Laura G.

Business Social Media Manager

Community Support

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232.8K Messages

2 years ago

Hello Tammy,

 

My apologies for the delay. I've heard back from the escalations team and your email and accounts have been synced. If you have any password issues then you will need to reach out to Business Care and speak with our Digital Assistance Team. Let me know if you have any questions.

 

Laura G.
AT&T Business Social Media

New Member

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12 Messages

2 years ago

Thank you for getting back to me.  You're the only contact that I've had.  What do you mean "synced"?  It is a locked account and password issue that is my current problem, so that's where the help is needed.

New Member

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12 Messages

2 years ago

If my "[email scrubbed]" e-mail account is "synced"... what is it synced with?  Thanks

(edited)

Community Support

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232.8K Messages

2 years ago

The expert mentioned something about syncing the email address so there were no mismatches. At this point you will need to call Business Care at 866-288-7629 and aske to speak with our Digital Assistance Team. I can set up time tomorrow or next week to bridge you in if you need me to.

New Member

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12 Messages

2 years ago

That would be great!  Tomorrow at say 1:30 or so to connect me with the correct team to solve this.

Community Support

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232.8K Messages

2 years ago

I will be happy to call you at that time.

 

Laura G.
AT&T Business Social Media

New Member

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12 Messages

2 years ago

Thanks for calling.  I called the number for Digital Assistance, and was told that my case (#226236561), which was filed on 2/3/22, is "in line" to be addressed by a web site software engineer and they will call when they get to me.  So I guess I just sit tight and wait.  Thanks again for trying to help.

Community Support

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232.8K Messages

2 years ago

Did that team happen to mention how long it takes for those cases to get worked and for someone to reach out to you?

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