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New Member

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7 Messages

Sun, Jan 2, 2022 8:01 PM

Cannot reset 'att.net' email password

I have AAT U-verse TV, Internet, and Phone service.  I have used the same 'att.net' account for over 15 years.  I was able to sign in on Dec 24th, but on Dec 25th my password for the last 10 months did not work. My account was locked and I was directed to call 800-288-2020.  After an hour on the phone with a rep, he concluded that he could not change the password for the 'att.net' email over the phone, but would have someone contact me at an alternative email or phone/text - which never happened.
I have access to my ATT service through my User ID ('sbcglobal.net') and so can see my billing, profile, security questions, etc, including my account email ('att.net').  On Dec 30th, when I attempted to change the password on that site, it would only change the User ID password.  When I tried to use the User ID password with my 'att.net' email, the account was locked and I was directed to call the Digital Assistance Center at 877-312-5553.  After a lengthy wait/conversation, the rep again told me that he could not reset the password over the phone; he gave me a case number and told me that someone from the "back office team" would contact me (I provided an alt email and a phone/text number).  I have yet to hear from anyone.
It has been eight days since I have been able to access my email account and it is critical that I regain access.  It is beyond the pale that an action that should be so basic is made to be so torturous.  How can I move this process along?
ATTHelp

Community Support

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189.5K Messages

5 m مضت

Hi there, psc1! We understand how important getting into your email is. We do want to help with this. 

 

To make sure that you have followed the correct password reset flow, please try the process again by using the Forgot Password process.

 

Know we do have a known concern about email address that are on the free side of AT&T and if there is no recovery options set-up, we will be unable to reset. So if you are unable to reset the password online and you do not have any other recovery options set-up for the email, then we will have to wait until we get the word that we can start manual password reset process again. 

 

Try the option above and let us know how that goes. 

 

Thank you for reaching out to the AT&T Community Forums.

 

Matthew, AT&T Community Specialist

New Member

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7 Messages

5 m مضت

Thank you for your response.  Using Forgot Password takes me to a link where I can reset my User ID password however I have no problem changing my User ID (@sbcglobal.net) password. 

I am trying to change my account password (@att.net).  The account is not set up as a Sub-Account so there are no recovery options there.  The recovery options in my Profile apparently all relate to the Member User ID.

How do I get word that "we can start manual password reset process"?  Is this through my assigned case number? 

ATTHelp

Community Support

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189.5K Messages

5 m مضت

Hi, psc1.

 

We suggest waiting 72 hours, then trying to reset your password again. You can also check in with us here at that time to see if we've regained the ability to reset it for you.

 

If you need help with anything else in the meantime, let us know. Thank you again for reaching out.

 

Aminah, AT&T Community Specialist

New Member

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13 Messages

5 m مضت

psc1:

I started the same process on December 25th when trying to reset the password on a new computer I bought for my daughter who is a nurse and has had the same email address for her entire adult career.  I got the same run around that you did.  I tried again today, January 6 and still got the same error message.  I cannot understand how a company the size of ATT with all their resources cannot fix such a simple problem that creates such a critical issue for its customers

New Member

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13 Messages

5 m مضت

Matthew, AT&T Community Specialist

From your posting I see that ATT is aware of the issue and if I understood what you said are simply unable to help us until you get permission from who before you can help your thousands of customers who are in this situation

New Member

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7 Messages

5 m مضت

After giving up waiting for the ATT 'back office team' to contact me regarding my case number, I placed my third call to the ATT Digital Assistance Center (877-285-0117).  After waiting on hold for 35 minutes, I spoke with a rep and explained that my User ID email (sbcglobal.net) is different from my account email (att.net) and that I can reset my User ID password but cannot reset my 'att.net' password.  
He pulled up an account that is associated with my 'att.net' email that showed a recovery email that is the same email address.  Obviously, they cannot send a recovery temporary password to an account that I cannot open because I do not have a password(!).  The solution to this was to update the recovery email address, however,  I have to wait 30 days before they will send out a recovery password.  This is after I have not had access to my email for 2 weeks.
Why they could not use my User ID address 'sbcglobal.net', which is verified, to send a temporary password is beyond me.  His response: "the system won't give me any other options".  He followed his script and also trotted out the same explanation I've heard before that 'ATT is enhancing the security and so there are limited options to resetting passwords that do not include giving out temporary passwords over the phone but hopefully this will change soon".
This is some of the worst customer 'service' that I've ever experienced but it does not seem to concern AT&T in the slightest. 

New Member

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13 Messages

5 m مضت

psc1

I went through the same process, the same phone number but was never given the 30 days promise to send out a password.  I just mailed today a letter to corporate office as it was not possible to reach the corporate office by either email or phone.  Also I checked another ATT community site and it looks like the sbcglobal.net password reset problem has been going on for several years, not something that just recently happened.  My sense is that they are trying to no longer service the sbcglobal.net emails.  I hope to get some clarification from corporate office.

tonydi

ACE - Guru

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4.2K Messages

5 m مضت

https://investors.att.com/resources/contacts#customer-service

Use the form on this page to contact someone from the Office of the President at AT&T.  Ignore the "Investor Relations" header, it's not just for that.

You should get a phone call quickly, usually within 24 hrs.  Be prepared to answer an call from a unfamiliar number because if you miss the call, the odds of you getting hooked up with the team gets longer.

Given the total cluster this thing has become I don't think they'll be able to actually fix what is some sort of software issue, but perhaps you'll get some better answers than the lies and useless suggestions you've gotten from AT&T "support" people.

(edited)

New Member

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13 Messages

5 m مضت

Tonidi

Thank you for taking the time to share this information, I am grateful and will put it to use.

tonydi

ACE - Guru

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4.2K Messages

5 m مضت

You got it.  Come back and let us know what happens, good or bad.

New Member

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13 Messages

5 m مضت

tonydi

Just sent the form this morning, I will let you know the results.  Thanks again for your help.

New Member

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7 Messages

5 m مضت

Thank you tonydi. 
I sent in the form yesterday and received a call from the Office of the President at AT&T this morning.  My 'case manager' said that there is "a temporary restriction on providing a verbal password and that there is no timeframe for when the restriction will be lifted".  He said that they have to do it and that there is no workaround.  He will have someone from the Digital Assistance Center call me to discuss how I could check back to find out if the restriction was lifted.
joeedwards, if you have more success, please let us know.  At this point in time, I cannot see any other avenue for me except to wait 30 days for the new recovery email address to take effect (assuming that the call center rep actually made the change).
tonydi

ACE - Guru

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4.2K Messages

5 m مضت

Certainly not a satisfactory solution but this sure sounds like there's a lot more going on behind the scenes than some simple software bug.

This should be a lesson for everyone.....don't put any trust in AT&T/Yahoo being a reliable email service.  Combine this fiasco with the many Yahoo data breaches (3+ Billion accounts compromised so far) and the almost weekly oddball issues that crop up in the service and it's not even suitable as a junk email address.

New Member

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13 Messages

5 m مضت

tonydi & psc1

Tonydi, just as you said I sent in the form you suggested and within a couple of hours I received a call from a senior manager in the office of the president.  I missed her phone call and she actually followed up her call with an email.  She called me back again and we discussed the issue.  She was extremely professional, courteous, and knowledgeable of the subject.  She explained that it was a programming issue that a third party had developed for AT&T and that they were seriously trying to get the vendor to solve the problem.  Apparently, the program was developed to only send a reset password to another email that we would have put in our profile to receive the password thereby eliminating the ability of an AT&T associate to provide a verbal password.  Apparently, this security was created because of a large (Edited per community guidelines) against AT&T by a victim of a scammer who got the verbal password to reset some person's email.  She indicated that she would keep me informed at progress was made.  I did ask her that if this happened to the President of AT&T would he be able to reset his password and she said no.  I left that conversation feeling like she had told me the truth and that they were genuinely tyring to solve the problem.

(edited)

New Member

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7 Messages

5 m مضت

joeedwards

Your conversation with the AT&T manager was most enlightening.  If she follows up with you regarding making progress to correct this issue, could you let us know?  Thank you.

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