I'm a local "computer guy" helping an elderly fellow here, and we're trapped between AT&T and Yahoo. I'm a uverse user myself as well. I've gone through support processes with AT&T many, many times.
This gentleman has an @yahoo.com email address that pre-dates his use of AT&T as an ISP. He was originally a DSL customer as of ~2006 and is now a Uverse user.
As of this past Wed. or so, his password stopped working for his email, for unknown reasons (hacks? Who knows). I attempted to help him through the password reset process on yahoo, only to get bumped to AT&T. Ok... linked account.
Naturally he didn't even know he *had* an AT&T user ID, so off to tech support to get that straightened out. Turns out the user ID is auto-generated random text + numbers, but we got it, got a password on it, and got into the control panel. This password does not work for the @yahoo.com email either, as expected.
AT&T support claims that a linked yahoo account should appear as a sub-account in the AT&T control panel (Is this correct?). The sub-account panel is empty in his account. Maybe not a linked account? Off to yahoo email support, who claim that this is indeed a linked account which is AT&T's problem.
Back to AT&T tech support on Friday, explained the situation. They tried to help, as they always do; their idea was to create the yahoo account as a new sub-account, which naturally won't work, new sub-accounts are @att.net. Tech support punts... they'll call back tomorrow, which of course they didn't.
So here I am. Obviously tech support has no template for dealing with this situation, and I have no appetite for another hour on the phone when they seem unwilling to bump me to a higher level. Does anyone have a suggestion for getting this thing dealt with?
Thanks in advance for any assistance.
↧