geonaplolatidiots
join:2005-12-14
Glendale, CA
kudos:1
1 edit | client issues, lost username/password and no way to verify we only have the phone number, unfortunately the customer shreds his bills, i warned him about a reset on his router and told him "worse thing we'd have to do is call att... should i do it?" he said yea.. well, we had to call att but have no way to verify.. this is sort of embarassing, its a new client.
any suggestions? all we currently have is the land line.. Att wont help for squat. verifying is becoming a huge hassle with them over the phone, what's the quickest fix ?
things i've done, punched his dsl number into att's website to "sign up" for dsl service, it's come back and said, "you already have idt, wanna upgrade" type thing.. so i try to upgrade and it takes me to the registration page, where i select residential, pop in the zip code.. enter the number and select either last 4 or the 3 digits (i tried this at his house with his last 4 which i had him hide from me and try).. same error when i try a random code here:
Error: The Telephone Number you entered does not match an active account. Please re-enter your Telephone Number.
i figure if we can grab the bill right now, we can get the username.
--
Operation Northwoods
"Patriotism is the virtue of the vicious" -Oscar Wilde
»www.whatreallyhappened.com/
»tinyurl.com/pxq278
»www.snopes.com/quotes/goering.asp |
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 wayjacPremium,MVM
join:2001-12-22
Indy
kudos:1 | said by geonap:i figure if we can grab the bill right now, we can get the username. The username is what's in the PPPoE software, if you're talking about the password that's a problem |
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geonaplolatidiots
join:2005-12-14
Glendale, CA
kudos:1 | reply to geonap
it's considered a dumb modem as they said, no access to the actual modem, the PPPoE info was in the router.. and it's gone :/ |
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| reply to geonap
waiting for the next bill will most likely be what you will have to do. |
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wayjacPremium,MVM
join:2001-12-22
Indy
kudos:1 | reply to geonap
If the modem is one that can do the PPPoE it may still have the username if it has not been factory reset
If the dsl fee is included in the phone bill and customer has a att account manager account the website has copies of bills |
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 McSummationMmmm, Zeebas Are Tastee.Premium,MVM
join:2003-08-13
Round Rock, TX
kudos:2 | reply to geonap
Does the user not know the email address? |
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geonaplolatidiots
join:2005-12-14
Glendale, CA
kudos:1
1 edit | reply to geonap
user doesn't know his email since he doesn't use it and didn't set it up
the modem doesn't have info on it, there is no interface to it, it's considered a passthru or something they said, i think speedstream 5360
waiting for the next bill may take a while and that means no internet..
he doesn't keep bills.
att wont really help with guessing the phone number, i'm gonna try to get his other few numbers and try it, i'll have to have him set it up with his last 4 cause i dont have it.. that's my only option right now
he said he'd ask the previous guy for it but i think this guy is done with me.. i feel bad but i warned him.
--
Operation Northwoods
"Patriotism is the virtue of the vicious" -Oscar Wilde
»www.whatreallyhappened.com/
»tinyurl.com/pxq278
»www.snopes.com/quotes/goering.asp |
|
wayjacPremium,MVM
join:2001-12-22
Indy
kudos:1 | said by geonap:the modem doesn't have info on it, there is no interface to it, it's considered a passthru or something they said, i think speedstream 5360 The 5360 has no gui interface
said by geonap:waiting for the next bill may take a while and that means no internet.. If you have dsl with att and you're feeling very generous you could let the customer use one of your subaccount to log in with until the bill comes |
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geonaplolatidiots
join:2005-12-14
Glendale, CA
kudos:1 | reply to geonap
loaning a sub account will work???? i didnt know that. |
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wayjacPremium,MVM
join:2001-12-22
Indy
kudos:1 | I shouldn't have posted that......... but it works for me when someone asks for my assistance with new account setup I give them a spare modem and tell then to call me when the internet light is solid green |
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If the person does not have on-line access to their account at att.com for e-pay they will have to wait for another bill to get the verification code trailing after their phone number.
My boss is like that too, tosses everything as soon as he pays his bill. So when I helped sign up an account for him he didn't have the verification code to bill it with his phone bill.
It is strange that a new customer has a 5360 because those are bridge modems from years ago (but still work fine if you know what you are doing and/or for backup). |
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geonaplolatidiots
join:2005-12-14
Glendale, CA
kudos:1 | well, i was going to help him but he told me he got his old person back.. so i dunno, loss of a new client but oh well, there's a reason why he called me.. his previous person must've not been good.
i never expected someone to not have all that info! combined!
anyway, thanks. |
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| reply to geonap
said by geonap:we only have the phone number, unfortunately the customer shreds his bills, i warned him about a reset on his router and told him "worse thing we'd have to do is call att... should i do it?" he said yea.. well, we had to call att but have no way to verify.. this is sort of embarassing, its a new client. any suggestions? all we currently have is the land line.. Att wont help for squat. verifying is becoming a huge hassle with them over the phone, what's the quickest fix ? things i've done, punched his dsl number into att's website to "sign up" for dsl service, it's come back and said, "you already have idt, wanna upgrade" type thing.. so i try to upgrade and it takes me to the registration page, where i select residential, pop in the zip code.. enter the number and select either last 4 or the 3 digits (i tried this at his house with his last 4 which i had him hide from me and try).. same error when i try a random code here: Error: The Telephone Number you entered does not match an active account. Please re-enter your Telephone Number. i figure if we can grab the bill right now, we can get the username. what you do is this be irate and tell them to disconnect the service if you don't pay the account like what i did and then they transfer me to their second level and then second level provided the information i need.  |
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