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sdkaplan23's profile

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5 Messages

Tuesday, December 4th, 2018 7:46 PM

sbcglobal email no longer working

I have an old sbcglobal.net email that I have continued to use.  As of 12/1/18, I can no longer log in.  It says my password is incorrect.  When I try to get a recovery password, it only gives me the option of sending it to an email address that does not exist.  I have always logged in through yahoo, and understand this may not work, but it is not working on the ATT email log in page either.  trying to figure out if this means its been hacked or deactivated or something else. 

Accepted Solution

Official Solution

Community Support

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229.6K Messages

5 years ago

Hello @sdkaplan23,

We'd be happy to help you regain access to your email account!

We're going to have to reset your password, and here is how:

  1. Visit the Forgot Password page.
  2. Select "Password".
  3. Enter your full AT&T email address and your last name.
  4. Select Continue.
  5. From the drop-down menu, select "I'll answer my security questions".
  6. Answer the security questions that you set for your account.
  7. Select Continue.
  8. Enter your new password choice.
  9. Hit continue.
  10. You should receive a message saying that your new password selection has been successful. At that point it will log out and bring you back to your login page to enter in your name password and log back into the system.

Once you create the new password, make sure it is stored in a secure place so that you never forget it.

We hope this helps!

 

Dee, AT&T Community Specialist

Accepted Solution

Official Solution

Community Support

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229.6K Messages

5 years ago

Hello @sdkaplan23,

 

Was this a sub-account or the primary account? If its a sub-account you would need to go through the primary account to reset your password. You may also need to wait 12 hours before the system updates your password. You can also update your security questions and phone number for temporary passwords to be sent by following the steps listed in this Reset your AT&T Email Password support article. This would be done through your AT&T account. Let us know if you have any further questions!

 

James C., AT&T Community Specialist

Tutor

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5 Messages

5 years ago

Unfortunately, that is not given to me as an option.  When I get to the "select reset method" page, the only option I am presented is to have a temporary password sent to a recovery email address, but the recovery email address listed no longer exists.  There is no drop down menu for me to choose another option.

Community Support

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229.6K Messages

5 years ago

Thanks for letting us know, @sdkaplan23.

Before we try another route, is your email address linked to an AT&T User or Access ID? If it is, resetting the User ID or Access ID password will also reset the email password.

If this isn't an option, let us know, so we can look into other possible solutions.

John, AT&T Community Specialist

Tutor

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5 Messages

5 years ago

I was able to get into the original email account, but when I try to change the password, I get the following message:

Set Personal Password

What's this?
This sub-account is linked to an AT&T Access ID. You don't have permission to edit the password for this sub-account.




Community Support

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229.6K Messages

5 years ago

Hi @sdkaplan23!

Thank you for reaching back to us here! We suggest that you Reset your password using myAT&T.

Let us know if this helps!

Yetty, AT&T Community Specialist

Tutor

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5 Messages

5 years ago

Doesn't work.  Cannot access that account through my app.  Have tried to link it to my app, but site won't let me.

Tutor

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5 Messages

5 years ago

Seriously?  This is a circular game at this point. I've already taken all the steps listed in the "support" article.  The issue is with a sub-account.  I changed the password for the main account.  I then accessed it's main page and found the subaccounts.  But when I go to change the password for the subaccount there, it says it is controlled by another AT&T ID, even though it is obviously a subaccount of the account I am logged into.  It won't help me and says I have to call the 800 number.  When I call the 800 number, I go through the menus and end up with a message that I have reached at AT&T retailer and they cannot help and that I need to call the very 800 number I have already called.
THIS IS RIDICULOUS CUSTOMER SERVICE.  Just tell me how to reach a real human being so that this can be discussed to look for an actual solution that doesn't just send me in circles.
I've already notified the consumer advocate at the Dallas Morning News, who meets with Randall Stephenson on a monthly basis, so I know that this issue will get elevated eventually.  But for now I am shut out and tired of being sent to "helpful articles" that just send me round and round in circles with no solution in sight.

Community Support

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229.6K Messages

5 years ago

Hi @sdkaplan23,

 

If its a sub-account you would need to go through the primary account to reset your password.  If you have did this you may also need to wait 12 hours before the system updates your password.

 

Dee, AT&T Community Specialist

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