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ATT.net Can Not Restore Access to 93 year old Mothers' Email Account

My Mother is 93 and I am 71. I help my Mother out with technology challenges and she recently informed me that she could no longer access her att.net email account. I consider myself fairly knowledgeable on email and other technology so I thought it would be easy to solve her problem. Especially since we would be dealing with a leading company in the telecommunications field like ATT, and the email was working fine until recently.

 

I got ATT customer service on the phone with my Mother on another line to get it sorted out. To make a long story short, due to some vaguely explained absence of some account details, we got the following message when we were walked through the access recovery process.

Hmm… we can’t reset your password

We don’t have the account details needed to complete your request.

 

The problem was escalated up the support ladder and the final determination was that there was no way that the email account could be recovered. My sister attempted a separate independent effort that resulted in the same result; however, one of the higher level support agents she spoke to confided that ATT was getting a lot of the same complaints from other customers.

 

The solution is apparently to change the email address. Why on earth would anyone go through this and keep their business with ATT with no guarantees that it would not happen again?   All of your email history and addresses are gone and one of the largest telecoms in the world cannot get them back.

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(@bk9614 SAID - one of the higher level support agents she spoke to confided that ATT was getting a lot of the same complaints from other customers)

👉 (12/24/22) @GailL1 , sounds kind of "fishy" to me that there are other complaints. Nicole 🙂 👈

 

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Honored Social Butterfly

Might be some more info here - 

ATT.com FORUM - Email problems - Community forum

 

 

It's Always Something . . . . Roseanna Roseannadanna
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@bk9614 

If you or your Mom have forgotten or lost her correct info on password or sometimes username, it is hard to get it back because of security issues.  She could have some security questions that she picked to which she should have the answers (or you) - don’t know the answer to her picked questions and it maybe difficult to get her sign in info.

 

That’s what it sounds like to me when you posted:

To make a long story short, due to some vaguely explained absence of some account details, we got the following message when we were walked through the access recovery process.

Hmm… we can’t reset your password

We don’t have the account details needed to complete your request.

 

 

It's Always Something . . . . Roseanna Roseannadanna
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It seems ATT cannot identify the details that are missing! So you are just stuck with no recourse.

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@bk9614 wrote:

It seems ATT cannot identify the details that are missing! So you are just stuck with no recourse.


👉 (12/25/22) @bk9614 , gone are the days when companies valued their customers then wonder why folks take their business elsewhere when they have a choice. Nicole 👈

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Hi @bk9614 , that is awful! I wonder IF these accounts were HACKED? Didn't AT&T merge with T-Mobile this year? I am with T-Mobile through my daughter's Family Plan but use the FREE Gmail. We hope you will "update" us when you can. Nicole 🙂

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