Cannot receive bellsouth.net email in Outlook

Hey @hbkay1,

Are you able to sign in via https://soc.att.com/2MwCE1j? I should also note that AT&T email does not officially support 3rd party email clients.

We look forward to your response.

Rury, AT&T Community Specialist

I hope this goes in the right place.  EVERYONE LISTEN UP - we need to give the appropriate feedback to AT&T senior management.  My wife and I are also fraught with issues over and over having to call over and over because the Outlook servers deny

I hope this goes in the right place.  EVERYONE LISTEN UP - we need to give the appropriate feedback to AT&T senior management.  My wife and I are also fraught with issues over and over having to call over and over because the Outlook servers deny communication with our computer's Outlook.  Let's make sure everyone understands how this works and WE ALL GIVE FIRM FEEDBACK TO SENIOR MANAGEMENT AT AT&T TO FIX THE MESS.

PROBLEM - Outlook email message errors regarding 'can't login to server' - usually something to the effect - 'the server has rejected your ID/password'.  Sorry I can't remember the exact Outlook message but it's that silly persistent, frequent popup message we all get when Outlook can't receive incoming or send outgoing mail.

FIRST THE BASICS - When you have a desktop/laptop that uses MS Outlook, you (i.e. your desktop/laptop) are the client part of the Client/Server relationship between AT&T (Bellsouth email for example) - and your Yahoo/AT&T/Bellsouth server addresses (e.g. pop.att.yahoo.com) are the AT&T 'Server' part of the Client/Server handshake.  When you go to an internet website address directly to log into Yahoo to check your email (like https://start.att.net/) - THIS IS A DIFFERENT SERVER than what Outlook logs into.  Each are independent.  One can be corrupt (like the pop.att.yahoo.com Outlook YAHOO server) and the other working fine (like the wesite address https://start.att.net/ ).  The script readers (aka overseas clueless customer support representatives) are trained that you get told that if you can log into your email (https://start.att.net/) on the internet and it works, and you have the Outlook error above - then 'the problem is with Outlook.  We do not support Outlook'!  NOT TRUE!!!  They are NOT related.  It's an excuse to you to get you to move on and leave them alone.  

THIS IS TOTALLY WRONG.   This is NOT an Outlook problem.  Outlook did not just now create it's own software problems that result in Yahoo email server rejections.

INTERIM SOLUTION - call the same number you call, but when the overseas script readers answer (in Manila, India, Bangladesh, Costa Rica, Mexico - wherever) - immediately ask them for the email Password Reset group.  That will transfer you to a group here in the US.  If you didn't get to the US group, try again.  Many of these may also be ill-informed, however a few of the smart ones know the REAL problem, i.e. - Yahoo is doing a crappy job maintaining the ATT Yahoo Client Outlook servers (pop.att.yahoo.com & smtp.att.yahoo.com).  My guess is inadequate ID/Password table maintenance, however that should not matter.  They have frequent issues with those servers that manifest themselves with ID/Password rejections.  Several of these US reps I've spoken to have stated that they have logged an extremely high number of instances to this problem.  Be polite and kind to the US reps (the problem is not theirs - it's upper management) BUT also be stern and not accept that it's an Outlook problem.  Have them do whatever they do to get the servers refreshed for your ID and Password.  I've had several instances of the issue, and they have the power to get the servers somehow refreshed overnight  (from my prior PM experience in IT, it was usually related to data base maintenance - but I'm not sure how Yahoo does it).  It sometimes takes more than one attempt, however normally this will solve the problem - YET NOT PERMANENTLY.

PERMANENT SOLUTION? - THE REAL ISSUE gets interesting.  Quite some time ago AT&T outsourced their email management to Yahoo.  They pay Yahoo to do this so AT&T does not have to manage the staff, infrastructure, whatever.  For many moons AT&T has had issues with Yahoo's management of customer email servers, and for quite some time they've been contemplating changing email server service provider companies due to the very poor server maintenance done by Yahoo.  In other words - this problem has been going on for a long, long time (I hear more than 2 years).  Unfortunately the inept senior management at AT&T needs to get off their duff and fix it - their outsourced merchant is not doing the job properly.  Here comes the best part, however - mid year last year guess who bought out Yahoo?  VERIZON!  Guess who is one of the largest AT&T competitors?  VERIZON!!  It has gone progressively downhill IMHO since then.  It will not get better because it's not in AT&T's interests to switch, and Yahoo likely enjoys screwing up the email of their big competition's clients.  MY WIFE AND I ARE READY TO SWITCH, however and I'm repeatedly telling the reps that the next time I have a protracted problem, I'll switch to gmail and NEVER spend a dime on any product or service from AT&T EVER again, also permanently defaming them to all I know (which more or less already happens).

SUMMARY - So, in the future do two things each time you have this issue - 1) ask for the email Password Change department, and 2) give them respectful but forceful feedback to communicate with their management that they need to change from Yahoo to someone else.

communication with our computer's Outlook.  Let's make sure everyone understands how this works and WE ALL GIVE FIRM FEEDBACK TO SENIOR MANAGEMENT AT AT&T TO FIX THE MESS.

PROBLEM - Outlook email message errors regarding 'can't login to server' - usually something to the effect - 'the server has rejected your ID/password'.  Sorry I can't remember the exact Outlook message but it's that silly persistent, frequent popup message we all get when Outlook can't receive incoming or send outgoing mail.

FIRST THE BASICS - When you have a desktop/laptop that uses MS Outlook, you (i.e. your desktop/laptop) are the client part of the Client/Server relationship between AT&T (Bellsouth email for example) - and your Yahoo/AT&T/Bellsouth server addresses (e.g. pop.att.yahoo.com) are the AT&T 'Server' part of the Client/Server handshake.  When you go to an internet website address directly to log into Yahoo to check your email (like https://start.att.net/) - THIS IS A DIFFERENT SERVER than what Outlook logs into.  Each are independent.  One can be corrupt (like the pop.att.yahoo.com Outlook YAHOO server) and the other working fine (like the wesite address https://start.att.net/ ).  The script readers (aka overseas clueless customer support representatives) are trained that you get told that if you can log into your email (https://start.att.net/) on the internet and it works, and you have the Outlook error above - then 'the problem is with Outlook.  We do not support Outlook'!  NOT TRUE!!!  They are NOT related.  It's an untrue response to you to get you to move on and leave them alone.  

THIS IS TOTALLY WRONG.   This is NOT an Outlook problem.  Outlook did not just now create it's own software problems that result in Yahoo email server rejections.

INTERIM SOLUTION - call the same number you call, but when the overseas script readers answer (in Manila, India, Bangladesh, Costa Rica, Mexico - wherever) - immediately ask them for the email Password Reset group.  That will transfer you to a group here in the US.  If you didn't get to the US group, try again.  Many of these may also be ill-informed, however a few of the smart ones know the REAL problem, i.e. - Yahoo is doing a crappy job maintaining the ATT Yahoo Client Outlook servers (pop.att.yahoo.com & smtp.att.yahoo.com).  My guess is inadequate ID/Password table maintenance, however that should not matter.  They have frequent issues with those servers that manifest themselves with ID/Password rejections.  Several of these US reps I've spoken to have stated that they have logged an extremely high number of instances to this problem.  Be polite and kind to the US reps (the problem is not theirs - it's upper management) BUT also be stern and not accept that it's an Outlook problem.  Have them do whatever they do to get the servers refreshed for your ID and Password.  I've had several instances of the issue, and they have the power to get the servers somehow refreshed overnight  (from my prior PM experience in IT, it was usually related to data base maintenance - but I'm not sure how Yahoo does it).  It sometimes takes more than one attempt, however normally this will solve the problem - YET NOT PERMANENTLY.

PERMANENT SOLUTION? - THE REAL ISSUE gets interesting.  Quite some time ago AT&T outsourced their email management to Yahoo.  They pay Yahoo to do this so AT&T does not have to manage the staff, infrastructure, whatever.  For many moons AT&T has had issues with Yahoo's management of customer email servers, and for quite some time they've been contemplating changing email server service provider companies due to the very poor server maintenance done by Yahoo.  In other words - this problem has been going on for a long, long time (I hear more than 2 years).  Unfortunately the inept senior management at AT&T needs to get off their duff and fix it - their outsourced merchant is not doing the job properly.  Here comes the best part, however - mid year last year guess who bought out Yahoo?  VERIZON!  Guess who is one of the largest AT&T competitors?  VERIZON!!  It has gone progressively downhill IMHO since then.  It will not get better because it's not in AT&T's interests to switch, and Yahoo likely enjoys screwing up the email of their big competition's clients.  MY WIFE AND I ARE READY TO SWITCH, however and I'm repeatedly telling the reps that the next time I have a protracted problem, I'll switch to gmail and NEVER spend a dime on any product or service from AT&T EVER again, also permanently defaming them to all I know (which more or less already happens).

SUMMARY - So, in the future do two things each time you have this issue - 1) ask for the email Password Change department, and 2) give them respectful but forceful feedback to communicate with their management that they need to change from Yahoo to someone else.

Please read my diatribe below your post.  Sorry it's lengthy but it may help you.  Call customer service, ask to speak wit the the Password Reset group (US team).  It is NOT an outlook problem.  It's a Yahoo server issue.  The diatribe gives details.  Good luck

I guess your long "diatribe" requires a long response.  Happy reading!

@inmanlanier said:

When you go to an internet website address directly to log into Yahoo to check your email (like https://start.att.net/) - THIS IS A DIFFERENT SERVER than what Outlook logs into.

So which are you logging into?  Going to yahoo.com and logging into its webmail (shows only yahoo logo in the upper left) or is it taking you to the same webmail that you get when you click the mail icon in the upper right of start.att.net which shows an att globe logo in front of "yahoo" in the upper left?  If you are in yahoo.com's webmail then yes the server's used are different.  But if you are using the att/yhoo webmail you are using att's defined servers which are not the same (cenceptually if not physically) from the yahoo servers but the physical servers are maintained by yahoo.  Whichever service you are supposed to be in then that's the servers you should be using in your email clients.

So maybe this is the place to ask, just what servers are you using in your outlook client?  The ones documented for yahoo or the ones documented for att?  You should be using the att documented servers. [update, just found out the answer later in your "diatribe" - see below]

The script readers (aka overseas clueless customer support representatives) are trained that you get told that if you can log into your email (https://start.att.net/) on the internet and it works,

Well at least they got that right.  That is the correct answer.  On the other hand if something is wrong with your account you shouldn't even be able to log into the webmail from start.att.net and if you cannot log in there why should you expect an email client would have any better luck?

INTERIM SOLUTION - call the same number you call, but when the overseas script readers answer (in Manila, India, Bangladesh, Costa Rica, Mexico - wherever) - immediately ask them for the email Password Reset group.

As far as I know there is no such group called the "Password Reset group".  On the other hand I always recommend that if you must call with an unexplainable email problem then call the Digital Assistance Center (877-273-2728).

...however a few of the smart ones know the REAL problem, i.e. - Yahoo is doing a crappy job maintaining the ATT Yahoo Client Outlook servers (pop.att.yahoo.com & smtp.att.yahoo.com).

And who cares since you should be using the servers documented here?

My guess is inadequate ID/Password table maintenance, however that should not matter. 

- - -

Several of these US reps I've spoken to have stated that they have logged an extremely high number of instances to this problem.

- - -

from my prior PM experience in IT, it was usually related to data base maintenance - but I'm not sure how Yahoo does it

The problem I believe is also related to the account information (what you are referring to the ID/Password table).  But not due to "inadequate" maintenance.  The real problems started when att and yahoo decided to "unmerge" the att accounts from the yahoo accounts.  They appear to have botched the job and I believe are finally going back in to "fix" it.  And you are probably seeing a moving target (work in progress) which would explain the sudden increase of account problems being reported (in these forums and, I'll take your word for it, tech support) from legacy att account users (you got one of them by any chance?).

Quite some time ago AT&T outsourced their email management to Yahoo.

Yes, they use yahoo as their email service provider.

...and for quite some time they've been contemplating changing email server service provider companies due to the very poor server maintenance done by Yahoo.

Please cite a reference for that because I never heard anything about that.  The only thing I am aware of is att is trying to do is untangle their user accounts from yahoo. 

... mid year last year guess who bought out Yahoo?  VERIZON!  Guess who is one of the largest AT&T competitors?  VERIZON!! 

Old news by now.  But I believe that's what prompted the desire to "unmerge" the accounts and the resulting mess.  FYI, in related old news Verizon created the company called OATH, Inc. to manage yahoo and aol, which includes their mail servers.  And OATH's terms of service (TOS) state they will mine all your email for what they can make a profit on (there are some privacy settings but not sufficient). Since yahoo is att's ESP att users are under OATH's terms of service as well.  That alone would be reason enough to get rid of yahoo but I doubt that will ever happen or the account would be mucked up even more.

MY WIFE AND I ARE READY TO SWITCH

That's what I keep telling people to do but they don't like that idea because they never made provisions years ago to be able to easily switch to another service (i.e., using a personal domain or forwarding service) so they would have to tell all their contacts, etc. of the switch.   Too late now I guess.

I'll switch to gmail...

Don't recommend them.  Don't trust them any more than I trust yahoo, aol, or hotmail (outlook).  If fact I don't trust any free ESP - "if you're not paying for it you are the product". In other words ads, mining for useful info, etc. (there are few exception to this however).  I always recommend a pay service (they are relatively cheap) with personal service you can contact, TOS you can live with, and more powerful tools to fight spam.  Many support webmail, POP/IMAP/SMTP, or both.  And many have free trials to test them out.

This is an old post but I hope my solution will help for those just now experiencing the Outlook 2016 IMAP with bellsouth.net not synching. Do merge your account ID and your primary email account you use. After that go through the process to get you security key. Name it and copy it to a document to save for future use. THE SECURITY KEY IS NOW YOUR PASSWORD IN OUTLOOK. Your other password for your account can still be used for web mail.

Update your Outlook mail account settings (server setting) and paste the security key into the password textbox, click requires SPA authinication. Click next and finish after the successful update. Go back to Account settings, select the email account and click change. In the root folder textbox enter INBOX and click next then ok to exit after update. Go to Home and click send and recieve, your mail should start coming in.

Hope this helps many... Cheers

I am a professional IT consultant and not a customer or an employee of AT&T .

@MyOwnBoss 

There's a step-by-step guide to setting up various clients.  Here's the one for Outlook 2016.  Open the section Set up Outlook 2016 for AT&T email.  Note step 6.

Thanks for the post anyhow. 

I keep trying to convenience people to use the secure mail key in their clients not so much for its intended actual use of some added security for mobile apps but because it means the account password in the account data doesn't have to be accessed.  Since att decided to unmerge its accounts from yahoo all sort of problems have arisen due to the account handling (which is why there's an announcement near the top right of this page about login problems).  Using a secure key is one less piece of info that potentially got corrupted in the account increasing the probability that logins might actually work!  At present secure mail keys are optional.  But that may change in the future and then the users will have no choice but to use them.

Yes, I am aware of that but it does not address the root folder. You must enter INBOX in the root folder path field. It is the reason why it would not synch but gives no error.

@MyOwnBoss 

I don't use outlook (I use thunderbird) so I know nothing about the concept of a "root folder".  I assume it controls who the parent of the user's own folders.  I'll just take your word on what else it effects.