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JJessicaP
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The 5th element!

New Member

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17 Messages

Wednesday, August 24th, 2022 7:38 PM

Can't Login to SBC Email or Reset Password - Redo (#2)

Hello, my issue is not resolved yet so I have to repost it for ongoing help.

Reference #1: https://forums.att.com/conversations/att-mail-login-security/cant-login-to-sbc-email-or-reset-password/62eacd51c971e30321d5fdf9

08/24 Issue: I now cannot login to my SBCGLOBAL.NET email account on either my Phone nor my web browser, so my original problem is now worse than it was before. I am unable to use my password to login although I never changed it, the account is locked. I am unable to unlock it because I can't remember one of the security questions to reset the password by automated system. Please DM for me solution.

I went into DM conversation with ATT Representative for help and they said I need to call 1-877-285-0144 to unlock my email. I called that number and it is out of service -- it referred me to another phone number instead 1-800-288-2020. I called that help line for email and it said it would text me a link for help with my account. So I received that text, opened the link and it put me into a chat room with non-ATT employees called "Experts". I sat in the chat room for an hour without any response and then received a text message there that said "Your question needs additional help. Visit the AT&T Support Site." So now I am back here where I began with no idea what's going on. Why can't AT&T just text me a password reset link? This shouldn't take a month to get logged back into my email account.

ATT DM was August 16th:

"Sorry for the delay, I was out of the office. We have no way to authenticate your account, so you will have to contact the Digital Assistance Center (DAC) at 877.285.0144 to get your email unlocked. Reach back out to us if you have any other issues or questions after you contact them. We really appreciate your patience while we looked into this for you. Thank you for contacting the AT&T Community Forums Team. Have a great day!"

Initial Forum Post was:

Hello, having issue logging into SBC Email account I've had over 10 years from Safari and other browsers from Mac laptop. Very strange because Apple ID holds my username and password and I'm able to receive email on my iPhone, but I can't login manually on web, it says I've entered the password incorrectly too many times and I need to Reset my password. So I step through trying to Reset my password by answering security questions, but I don't recognize the two security questions, it rejects my answers, they are not noted in my files (I have different security questions written down), and I'm blocked from being able to Reset the password. Tried to contact AT&T direct, but there is no option for Email. Jumping through AT&T hurdles trying to get help just to login to my own email account I've used for a decade, this is frustrating. Please send me a password reset email direct that I can access with my iPhone to try to resolve this reset quickly? Thank you.

ATTHelp

Community Support

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207.7K Messages

5 months ago

We're here to help you log into your e-mail, @JJessicaP, and we apologize that you had to go through this experience.

Since your e-mail isn't letting you reset your password, we would like to invite you to a Direct Message to further assist you.

Keep an eye out for a notification at the top right-hand corner of the forums, next to the bell icon, for our Direct Message.

Looking forward to talking with you.

Donovan, AT&T Community Specialist

tonydi

ACE - Guru

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9.6K Messages

5 months ago

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JJessicaP

New Member

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17 Messages

5 months ago

...Groundhog Day begins again, 3rd request for help: https://forums.att.com/conversations/att-mail-login-security/cant-login-to-sbc-email-or-reset-password-redo-3/6310fafad9a8b404da755fb8

ATTHelp

Community Support

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207.7K Messages

5 months ago

We understand constantly resetting your password can be frustrating, @JJessicaP.

This is a known issue, and we are working to resolve this as soon as possible. We encourage you to learn all about Care Code: 205.2, which includes workarounds and causes.

If you have any other questions, please let us know. Thank you for contacting AT&T Community Forums. We appreciate your patience.

Tyler, AT&T Community Specialist

JJessicaP

New Member

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17 Messages

5 months ago

@tonydi et al:  I called in today and after waiting on hold was able to finally speak with a manager at the call center. He expressed acknowledgment of this as a widely known issue going on for, at least, several weeks. He said the customer service call center there where he is, up until very recently (yesterday?), had the ability to verify identity by phone and provide verbal assistance to reset password and get folks logged back in, but he said as of *today 9/1/22* upper management revoked their ability to verbally help with password reset due to security reasons, ie hackers calling in. This has apparently thrown them into darkness for handling customers. So the manager said his hands were tied, he was unable to assist, and in the spirit of transparency said AT&T and Yahoo 'are working on it' but don't have a resolution for now. Advice is: I should 'stand by and watch the AT&T Forum for more info'. Hope that helps somebody else whose hair is on fire about this languishing today.

New Member

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2 Messages

5 months ago

I having the same problem too email signed out from my phone. So I have no email access to get code, wouldn’t let me through security question even though I answered them correctly, and I have a new phone # so I can’t get a text. And even though they can see my account they won’t put my new # in. And I was able do it with even higher accounts. So their response is make a new soo many accounts I have to go through to change email especially for billing payments.

tonydi

ACE - Guru

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9.6K Messages

5 months ago

@JJessicaP    Yeah, I was shocked when it appeared some CSR's were actually giving out temp passwords without any way to verify actual ownership of the account.  That's an absolutely horrible security procedure for exactly the reason why they've now stopped. 

Perhaps a better solution, one that would require that 1) AT&T actually gave a crap and 2) AT&T would do more than the bare minimum amount of work, would be to let the "owner" of the account verify legitimacy by providing some details about the content of the account.  Like, what are the names of some of the people/companies you've recently corresponded with, name five people in your contact list, etc.

But since 1 & 2 are really unlikely, they'll just tell you sorry, you're out of luck.

JJessicaP

New Member

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17 Messages

5 months ago

@ATTHelp Hello AT&T Community Team, please contact me via direct messaging to assist with unlocking my account when you're able. I'm not able to use the workarounds mentioned in the forum for Care Code 205.2, ie 'Forgot Your Password' etc. Thank you.

JJessicaP

New Member

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17 Messages

5 months ago

@ATTHelp Hello AT&T Community Team, please contact me via direct messaging to assist with unlocking my account when you're able. I'm not able to use the workarounds mentioned in the forum for Care Code 205.2, ie 'Forgot Your Password' etc. Thank you.

tonydi

ACE - Guru

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9.6K Messages

5 months ago

@JJessicaP  It's my understanding that since the ATTHelp people don't actually use this same forum software as all of us customers do, the "@ paging" function does not alert them with a notification.  So they may or may not come back to this post.

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