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.
Hmmβ¦ we canβt reset your password
We donβt 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.
