CONTACTS 
0201 - Pacific Bell Network Services
020101 - Ms. Evelyn Bannon; Technical Advisor
020103 - DSL Help Desk

SUBJECTS
Email Cannot be Retrieved from SBC Pac Bell Error Message 317 Saying
Rodwelch@pacbell.net Set as Primary Account on Millie's DSL Service i

0504 -
0504 -    ..
0505 - Summary/Objective
0506 -
050601 - Follow up ref SDS 6 0000, ref SDS 4 0000.
050602 -
050603 - Reported to customer service that SBC email retrieval failed, and that
050604 - false notices of returned email have been falsely attributed to SBC.
050605 - Investigaton discovered that SBC failed to migrate existing data to
050606 - the new DSL account. ref SDS 0 4I5K  The problem was reviewed by a
050607 - supervisor who found that SBC's records are confused and so further
050608 - action required review by another department. ref SDS 0 4J35  Received
050609 - a new case number 34626632 and was transferred. ref SDS 0 4J5P  The
050610 - supervisor of the 2nd department planned to investigate and call back
050611 - with ideas. ref SDS 0 4J98  Vahid requested an email to test the
050612 - problem of receiving bogus notices from SBC. ref SDS 0 4J57  In the
050613 - afternoon, Mahmood did an excellent job solving the email problem.
050614 - ref SDS 0 8L8Y  The only pending matter is the result of Vahid's
050615 - investigation on eliminating fraudulent notices falsely attributed to
050616 - SBC.
050618 -  ..
050619 - Submitted another email linked to this record commending Mahmood's
050620 - work, ref SDS 0 OE6H, and cited pending issue of misleading email
050621 - falsely attributed to SBC. ref SDS 0 OT90
050622 -
050623 -
050624 -
050625 -
050626 -
050628 -  ..
0507 -
0508 -
0509 - Problems...
0510 -
051001 - Case Number 33935156 Misleading Email Attempting to Spread a Virus
051002 - False Notices of Returned Email Flooding System Attributed to SBC
051003 -
051004 - For about the past week, we have been receiving an increasing number
051005 - of false notices of "returned" mail from SBC, who is the mailserver.
051006 - This problem was reported on 030819, ref SDS 6 PO5M  At that time SBC
051007 - recommended sending a letter to their abuse department. ref SDS 6 RK5S
051008 - A letter was submitted to SBC on 030819, ref SDS 6 RL43, and at that
051009 - time SBC management advised the customer would receive feedback
051010 - showing progress on the investigation. ref SDS 6 PQRV
051012 -  ..
051013 - We have not heard from SBC and the problem has greatly increased.
051014 -
051015 -     [...below, Vahid investigating the problem. ref SDS 0 4J57
051016 -
051017 -     [...below, Mahmood discusses a method of reducing "spam" which is
051018 -     a different problem from a deliberate effort to lure people into
051019 -     launching a virus. ref SDS 0 OT90
051020 -
051021 -
051022 -
051024 -  ..
051025 - Email Cannot be Retrieved Today
051026 -
051027 - Today, we are getting a message that says...
051028 -
051029 -      The mail server responded 317 account currently disabled.
051030 -      Please enter a new password.
051032 -  ..
051033 - We entered our password and got the same message.  Shut down the
051034 - computer, and disconnected the DSL line for a few minutes.  After
051035 - powering up the system the message that the email address is disabled
051036 - persisted.
051037 -
051038 -
051040 -  ..
0511 -
0512 -
0513 - Background
0514 -
051401 - Prior work on problems with Pac Bell...
051402 -
051403 -    1.  DSL service failed and as a
051404 -        result changed registration for
051405 -        DSL to mill*****k@sbcglobal.net
051406 -        case number 32520976................... 030709, ref SDS 2 YP7L
051408 -           ..
051409 -          Email address remain same............ 030709, ref SDS 2 LW4H
051411 -         ..
051412 -    2.  Notified Pac Bell to investigate
051413 -        virus messages and false notices
051414 -        from SBC mail server and got
051415 -        case number 33945014 on 030819
051416 -        Dan assigned a new case number
051417 -        33935156............................... 030819, ref SDS 6 PO5M
051419 -         ..
051420 -    3.  Notified Pacbell of false charges
051421 -        and Matt El*****od issued a credit
051422 -        under case number 31835126............. 030814, ref SDS 3 0001
051423 -
051424 -
051425 -
051427 -  ..
0515 -
0516 -
0517 - Progress
0518 -
051801 - Contacted SBC for Support on Resolving Problems
051802 -
051803 - Called....................... 877 722 3755
051804 -
051805 -      Note, below got a new number to call. ref SDS 0 XW45
051807 -  ..
051808 - SBC customer support telephone message says SBC and the Internet are
051809 - still being impacted by viruses.
051811 -  ..
051812 - The particular problem we are having seems virus related and may be
051813 - filling up our email directory, however, not clear this should
051814 - prevent downloading email.
051815 -
051816 -
051817 -
051819 -  ..
0519 -
0520 -
0521 - 1043
0522 -
052201 - Talked to Tina - ID...
052205 -  ..
052206 - Tina has a record of case number 33935156 received on 030819.
052207 - ref SDS 6 1Y7V
052209 -  ..
052210 - Tina asked if we reported a notice of abuse?
052212 -  ..
052213 - Notice of abuse was submitted on 030819. ref SDS 6 1Y8R
052215 -  ..
052216 - Tina advised that her records show Rob failed to complete
052217 - configuration for setting up our email account correctly on 030709.
052218 - ref SDS 2 8L8Y  She believes this caused the problem today.
052220 -  ..
052221 - Tina explained that her guidance does not offer a solution for the
052222 - customer.
052224 -  ..
052225 - I asked for a copy of Rob's record to see what was reported?
052227 -  ..
052228 - Tina said SBC policy is not to confirm understandings by the staff
052229 - with customers.
052231 -  ..
052232 - Asked if I can send a letter to Tina so that SBC can verify customer's
052233 - understandings?
052235 -  ..
052236 - Tina said SBC does permit customers to verify instructions and that
052237 - intended action was taken.  She said everybody at SBC goes by whatever
052238 - people say and hear at that time.
052239 -
052240 -       [...below, Vahid requested email from customer. ref SDS 0 4J57
052242 -  ..
052243 - Asked if Tina's supervisor can help on this problem?
052244 -
052245 -
052246 -
052247 -
052248 -
052250 -  ..
0523 -
0524 -
0525 - 1123
0526 -
052601 - Talked to Kathy - ID...
052605 -  ..
052606 - Explained history of signing up for new email addresses on 030709 when
052607 - the DSL was transferred from Pac Bell to SBC. ref SDS 2 8L8Y
052609 -  ..
052610 - Kathy said their records are confused; her department is unable to
052611 - determine the cause of the problem.  She proposed reviewing the matter
052612 - with another department.
052614 -  ..
052615 - Kathy transferred the call to Tina for further administration...
052616 -
052617 -
052619 -  ..
0527 -
0528 -
0529 - 1135
0530 -
053001 - Talked to Tina again.
053003 -  ..
053004 - Tina advised the new case number is...
053005 -
053006 -                             34626632
053008 -  ..
053009 - Asked for the number to call if the line is dropped?
053011 -  ..
053012 - Tina said to call back at...
053013 -
053014 -                          877 722 3755
053015 -
053016 - ...and ask for the new case number. ref SDS 0 XV8G
053017 -
053018 -
053019 -
053021 -  ..
0531 -
0532 -
0533 - 1145
0534 -
053401 - Talked to Eric el4823
053402 -
053403 - Eric seemed to indicate that as a result of switching from Pacbell to
053404 - sbcglobal.net on 030709 that we cannot keep the old email addresses.
053405 - He further seemed to indicate this conflicts with the representation
053406 - on 030709. ref SDS 2 LW4H
053408 -  ..
053409 - Eric seemed to suggest there is a period of 60 days to merge the prior
053410 - email addresses and since SBC failed to perform this task, SBC, we
053411 - cannot recover the prior email addresses at this time.
053413 -  ..
053414 - It is hard to understand Eric because his pronunciation is difficult
053415 - to follow.
053416 -
053417 -
053418 -
053419 -
053421 -  ..
0535 -
0536 -
0537 - 1158
0538 -
053801 - SBC Restore Original Email Address as Previously Agreed
053802 -
053803 - Talked to Vahid ID....
053804 -
053807 - He is the supervisor.
053809 -  ..
053810 - Commended Eric's work above explaining limitations SBC has imposed on
053811 - re-assigning email addresses after the period for merging prior
053812 - addresses has expired.
053814 -  ..
053815 - We reviewed the record related by Kathy above, ref SDS 0 4I6Q,
053816 - explaining that our account is confused because on 030709 SBC failed
053817 - to merge prior email addresses to the new DSL account. ref SDS 2 8L8Y
053819 -  ..
053820 - Since we have about 20,000 records on the Internet with the prior
053821 - email address it is critical to maintain that address, as requested on
053822 - 030709 and agreed by SBC as a condition for transferring to a new DSL
053823 - account. ref SDS 2 LW4H
053825 -  ..
053826 - Vahid indicated there may be a way to restore our prior email
053827 - addresses.  He will make some calls and do other investigation on how
053828 - to correct this problem.  Vahid will call back later today at...
053829 -
053839 -       ..
053840 -      [...below, Mahmood accomplished this task. ref SDS 0 V452
053841 -
053842 -
053844 -  ..
053845 - Submitted Letter Test False Notice of Returned Email
053846 -
053847 - We discussed Case Number 33935156 asking about progress on the report
053848 - to SBC of getting hundreds of misleading notices per day falsely
053849 - attributed to SBC as the Mail Server, with a variety of false claims
053850 - that mail delivery failed that attempts to lure people into opening
053851 - bogus email for the purpose of spreading a virus that causes
053852 - widespread harm, per above. ref SDS 0 4I6S
053854 -  ..
053855 - Vahid said he will investigate and report on SBC's progress responding
053856 - to this case.
053858 -  ..
053859 - Vahid asked to test this problem by sending him an email at...
053860 -
053864 -  ..
053865 - He explained that even though we cannot retrieve email, we can still
053866 - send email.  This suggests our email addresses have not been assigned
053867 - to anyone else, which seems unlikely in any case, and so should be
053868 - restored as promised on 030709 as a condition for transferring to a
053869 - new DSL account. ref SDS 2 LW4H
053871 -  ..
053872 - Submitted letter to Vahid with a link to this record confirming plans
053873 - and understandings on pending action items.
053874 -
053875 -
053877 -  ..
0539 -
0540 -
0541 - 1730
0542 -
054201 - Vahid did not call back.
054202 -
054203 - Called back to get status.
054205 -  ..
054206 - Talked to Candy.
054208 -  ..
054209 - Gave her the case number....
054210 -
054211 -                             34626632
054212 -
054213 - ...per above.
054215 -  ..
054216 - Candi says SBC's record for this case number shows that Vahid took
054217 - control of the case, but does not report progress nor explain how to
054218 - contact Vahid.
054220 -  ..
054221 - Talked to supervisor.
054223 -  ..
054224 - Did not get a name.
054226 -  ..
054227 - The supervisor transferred the call to the next level, and said they
054228 - will address the problem.
054230 -  ..
054231 - On hold.
054232 -
054233 -
054234 -
0543 -

SUBJECTS
Welch, Millie User ID and Password:
EnterNet 300 for Pac Bell DSL Service, 000415
NTS Enternet 300 Configuration DSL Registration

1005 -
1006 - 1754
100701 -  ..
100702 - User ID Changed New Registration Needed for Configuring Enternet 300
100703 -
100704 - Follow up ref SDS 2 8L8Y.
100705 -
100706 - Talked to Mahmood - ID (email and telephone)
100707 -
100714 -  ..
100715 - Mahmood called and talked to Vahid; he reported that Vahid is working
100716 - the case, and plans to follow up tomorrow.  He asked about the scope
100717 - of the problem.
100719 -  ..
100720 - We reviewed action items above. ref SDS 0 4J98
100722 -  ..
100723 - Mahmood suggested that if the account is switched back to...
100724 -
100727 - ...this will solve the problem.
100729 -  ..
100730 - I agreed to this solution, since that was requested on 030709, and the
100731 - SBC rep, Rob, said at that time that the solution Mahmood proposes
100732 - today could not be done. ref SDS 2 J25O
100734 -  ..
100735 - Mahmood put the call on hold to contact Vahid again to get approval
100736 - for working on this solution.
100738 -  ..
100739 - Mahmood came back online and said Vahid approved the solution, and
100740 - that this can accomplish by making the primary account...
100741 -
100742 -
100743 -                   rodwelch@pacbell.net
100744 -
100746 -  ..
100747 - Asked about making...
100748 -
100749 -
100752 -
100753 - ...the primary account, since Millie is paying for the service.
100755 -  ..
100756 - Mahmood said there is an internal problem of some kind for SBC that
100757 - makes this difficult to accomplish.
100759 -  ..
100760 - As a result, agreed to make....
100761 -
100762 -
100764 -
100765 -
100766 - ...the primary account.
100768 -  ..
100769 - Mahmood can make the primary email active this evening, and the
100770 - secondary account will be available tomorrow morning.
100771 -
100772 -
100774 -  ..
100775 - Registering New DSL Account Encountered Considerable Problems
100776 -
100777 - For SBC configuration to register the new DSL account we have to do a
100778 - setup at...
100779 -
100780 -        https://sbcreg.sbcglobal.net
100782 -  ..
100783 - We had difficulty accessing this page.  Got a message saying the page
100784 - cannot be displayed.
100786 -  ..
100787 - Mahmood suggested trying an alternate route...
100788 -
100789 -        http://sbcglobal.net/register
100791 -  ..
100792 - Got another message saying the page cannot be displayed.
100794 -  ..
100795 - Mahmood suggested making a direct connection through the modem using
100796 - the Pac Bell modem program NTS Enternet 300.
100798 -  ..
100799 - Mahmood asked about the operating system on the computer?
100801 -  ..
100802 - We have three (3) computers; they are all running Windows 2000.
100804 -  ..
100805 - Mahmood noted that NTS Enternet 300 has difficulty running on Windows
100806 - 2000.
100808 -       ..
100809 -      This aligns with the report from the SBC engineer who visited on
100810 -      030610 to correct mistakes made by SBC previously on 030512.
100811 -      ref SDS 1 UZ5M  At that time on 030610 the SBC engineer also
100812 -      noted that NTS Enternet 300 does not work well with W2K, and
100813 -      recommended installing a router, ref SDS 1 6W5V, which was done
100814 -      later on 030814. ref SDS 5 NG8J
100816 -       ..
100817 -      On the other hand, we have run NTS Enternet 300 with w2k since
100818 -      2000, nearly three (3) years, so we know it works.
100820 -  ..
100821 - Switching to NTS Enternet 300 required...
100822 -
100823 -     1.  Remove the cable from the router to the modem, and also
100824 -         disconnect the cable from the computer to the router and
100825 -         connect this cable directly from the modem to the computer.
100827 -          ..
100828 -     2.  Install the NTS Enternet 300 program because it was removed on
100829 -         030814 when the router was installed. ref SDS 5 EJ4F
100831 -          ..
100832 -         Ran installation from...
100833 -
100834 -                 g: 00 ntsenternet300 enternet300.exe
100836 -          ..
100837 -         Installed the program in...
100838 -
100839 -                 h: 00 13
100840 -
100842 -  ..
100843 - Installation required booting the computer.
100845 -  ..
100846 - When the computer booted and after entering the password, the w2k
100847 - desktop was displayed normally, however, there is also a message
100848 - saying there is an error in the registry.  This is a common error that
100849 - has not previously displayed on c13, which the computer we are using,
100850 - but was common on c12 for years, until we removed NTS Enternet 300 on
100851 - 030814. ref SDS 5 S78G
100853 -  ..
100854 - After installing NTS Enternet 300, we ran the program to configure a
100855 - DSL connection.  Mahmood said to use....
100856 -
100857 -        User name....
100858 -
100859 -                 sbcyahooreg@sbcglobal.net
100861 -         ..
100862 -        Password....
100863 -
100864 -                 sbcyahooreg
100866 -  ..
100867 - After entering these parameters, the program reported that...
100868 -
100869 -                     Installation failed!
100871 -  ..
100872 - Mahmood suggesting verify cable connections.
100874 -  ..
100875 - This was done.
100877 -  ..
100878 - We then examined network configuration, because NTS Enternet 300
100879 - requires the network hardware adapters to be configured for TCP/IP
100880 - operations.
100882 -  ..
100883 - Opening Network and Dial Up Connections properties showed...
100884 -
100885 -     There is now a new listing for....
100886 -
100887 -          Local Area Connection 4    NTS Enternet PPEoE
100888 -
100889 -     Checked properties and deselected...
100890 -
100891 -          File and Printer Sharing
100893 -           ..
100894 -          NetBeui protocol
100895 -
100896 -     ...since all that is needed are...
100897 -
100898 -          Client for Microsoft Networks
100899 -          Internet Protocol (TCP/IP)
100901 -  ..
100902 - Tried configuring DSL connection again, and got another failure.
100904 -  ..
100905 - Tried another configuration and this time focused on the option for
100906 - selecting the network adapter.
100907 -
100908 -     NTS Enternet 300 setup has a pulldown menu with options.  Turns
100909 -     out that the default option...
100910 -
100911 -          3Com Etherlink 10/100 PCI TX NIC...
100913 -      ..
100914 -     ...is the adapter for the LAN and not for the Pac Bell modem.  It
100915 -     was therefore a mistake to accept the default listing provided by
100916 -     the NTS Enternet 300 setup program.  On this pass the 2nd choice
100917 -     was selected which is for the adapter Pac Bell provides for the
100918 -     DSL modem....
100919 -
100920 -          LNE100TX Fast Ethernet Adapter...
100922 -  ..
100923 - After completing configuring DSL connection again, and got another
100924 - failure.
100926 -  ..
100927 - We then examined network configuration.
100928 -
100929 -     There is a listing for....
100930 -
100931 -          Local Area Connection 2    LNE100TX Fast Ethernet Adapter
100932 -
100933 -     Checked properties and deselected...
100934 -
100935 -          File and Printer Sharing
100937 -           ..
100938 -          NetBeui protocol
100939 -
100940 -     ...since all that is needed are...
100941 -
100942 -          Client for Microsoft Networks
100943 -          Internet Protocol (TCP/IP)
100945 -  ..
100946 - Tried configuring DSL connection again, and was successful.
100948 -  ..
100949 - For SBC configuration, we have to do a setup at...
100950 -
100951 -        https://sbcreg.sbcglobal.net
100953 -  ..
100954 - We had difficulty accessing this page.  Worried that problems with
100955 - viruses that are slowing Internet operations, may be causing the
100956 - program to time out.  Eventually got a message saying the page cannot
100957 - be displayed.
100959 -  ..
100960 - Mahmood suggested trying an alternate route...
100961 -
100962 -        http://sbcglobal.net/register
100964 -  ..
100965 - Had same difficulty.
100967 -  ..
100968 - Realized that DSL connection had not been made.
100970 -  ..
100971 - Double clicked on the new DSL connection for NTS Enternet 300, and
100972 - selected "Connect."  This created the familiar green icon on the task
100973 - bar in the right tray.
100974 -
100975 -
100977 -  ..
100978 - Registered New DSL Account
100979 -
100980 - After getting a direct connection from the modem to the DSL server
100981 - setup using NTS Enternet 300, per above, tried opening SBC
100982 - configuration again to register the new DSL account on the Internet...
100983 -
100984 -        https://sbcreg.sbcglobal.net
100986 -  ..
100987 - Initially, seemed to get same response, took about five minutes, but
100988 - eventually a page displayed.
100989 -
100990 -     This record shows that some problems mask other deeper problems.
100991 -     Without support from an experienced engineer, like Mahmood,
100992 -     customers can easily be misled to conclude system failure that
100993 -     frustrates installation.
100995 -  ..
100996 - Mahmood provided guidance for setting up....
100997 -
100998 -                       rodwelch@pacbell.net
100999 -
101000 - ...as a new primary DSL account, per above. ref SDS 0 4E63  Mahmood
101001 - advised that customers of Pac Bell DSL services are now forced to
101002 - subscribe to Yahoo email services, because SBC has taken over Pac
101003 - Bell.
101004 -
101005 -     [On 030910 SBC insistance on forcing customers to subscribe to
101006 -     Yahoo email services aligns with Yahoo business model of selling
101007 -     advertising. ref SDS 7 R238
101009 -  ..
101010 - The billing address is...
101016 -  ..
101017 - Did not give a phone number, since this was optional.
101019 -  ..
101020 - Delselected all of the marketing choices.
101022 -  ..
101023 - Seemed like there were quite a few pages.  They all loaded very
101024 - slowly, from 2 - 5 minutes, so this took a long time.
101026 -  ..
101027 - Mahmood related a trick to avoid improper configuration of Microsoft
101028 - Outlook and related stuff.
101029 -
101030 -     There is a screen somewhere that has two choices.
101031 -
101032 -     Mahmood related that selecting the second choice automatically
101033 -     sets up Microsoft outlook as a default email program, even though
101034 -     there is nothing in the text that mentions Microsoft nor Outlook.
101036 -      ..
101037 -     Selecting the first choice discusses "web mail" but the meaning is
101038 -     entirely unclear, but for Mahmood's caution that selecting the 2nd
101039 -     choice has unintended consequences.
101041 -      ..
101042 -     Experience shows that selecting Microsoft Outlook for anything
101043 -     turns out to take a lot of time and effort to unselect it.  So
101044 -     getting input from an expert saved a lot of time.
101045 -
101047 -  ..
101048 - Eventually completed configuring the primary account.
101049 -
101050 -      This accomplishes action item set by Vahid earlier today, per
101051 -      above. ref SDS 0 4J44
101053 -  ..
101054 - Mahmood noted that the primary account has 25 MB of server space.
101056 -  ..
101057 - The secondary account will have 10 - 15 MB.
101059 -  ..
101060 - Mahmood advised that the secondary account for Millie cannot be
101061 - configured until tomorrow.  Guidance was not clear on the procedure
101062 - for setting up the secondary account.  Is this accomplished by
101063 - accessing the same Internet location? ref SDS 0 Z175  Or, can a
101064 - secondary account be set up using the SBC address for opening email?
101065 - ref SDS 0 6I7H
101066 -
101067 -      [...the next day, opened the SBC Internet address, ref SDS 0
101068 -      Z175, and found a path for managing the account.  Went through
101069 -      the steps to setup a sub-account for Millie, but when the email
101070 -      address was entered SBC returned an error message saying the name
101071 -      is already being used, which is true.  Called and left message
101072 -      for Mahmood requesting support to transfer Millie's email address
101073 -      to the new account.  Submitted another email linked to this
101074 -      record confirming request for assistance.
101075 -
101076 -
101078 -  ..
101079 - Router Configured to New DSL Account
101080 -
101081 - Used procedures in the record on 030814, ref SDS 5 XK44, to configure
101082 - the router with the new DSL account, per above. ref SDS 0 KA5N
101083 -
101084 - Switched the cables back so the router is connected to the DSL
101085 - network.
101087 -  ..
101088 - Tests showed normal access to websites through the browser using the
101089 - new DSL account configuration.
101090 -
101091 -
101093 -  ..
101094 - Email New Configuration Settings
101095 -
101096 - Mahmood provided instructions for configuring email to work with the
101097 - Yahoo system, which SBC is forcing customers to use, per above.
101098 - ref SDS 0 Z175
101100 -           ..
101101 -          Incoming Mail Server....
101102 -
101103 -             Server name:
101104 -
101105 -                  pop.pacbell.yahoo.com
101107 -              ..
101108 -             User name:
101109 -
101110 -                  rodwelch%pacbell.net
101112 -              ..
101113 -             Password remember.  x
101114 -
101116 -           ..
101117 -          Outgoing Mail Server
101118 -
101119 -              Server name:
101120 -
101121 -                  smtp.pacbell.yahoo.com
101122 -
101123 -              User name:
101124 -
101125 -                  rodwelch%pacbell.net
101126 -
101128 -        ..
101129 -       [On 030913 Nicholas explained that legacy server can be used for
101130 -       outgoing mail, and this solves the problem of the outgoing mail
101131 -       server not remembering the user's password, and so requires an
101132 -       entry on each pass. ref SDS 8 0186
101134 -        ..
101135 -       [On 030913 changed outgoing mail server to legacy Pac Bell mail
101136 -       servers to improve productivity. ref SDS 8 4F4K
101138 -        ..
101139 -       [On 100912 0948 Earthlink email account replaced pacbell.net
101140 -       account. ref SDS 9 SL8N
101141 -
101143 -  ..
101144 - Email Management on Web Unavailable without Unauthorized Access
101145 - Yahoo Seeks Access to Customer's Computer Without Notice Using Cookies
101146 -
101147 - To investigate false notices incorrectly attributed to SBC as the mail
101148 - server, Mahmood suggested opening on the Internet
101150 -         ..
101151 -        http://sbc.yahoo.com
101153 -  ..
101154 - Mahmood advised this location is a page that has a variety of
101155 - services Yahoo offers under various conditions.
101157 -  ..
101158 - Once of the services is a feature to manage mail on the server, rather
101159 - than download to the local computer.  This is similar to mail2web.
101161 -  ..
101162 - The mail feature can be opened directly at...
101164 -         ..
101165 -        http://mail.yahoo.com
101167 -  ..
101168 - Subsequent research at...
101169 -
101170 -
101171 -      http://privacy.yahoo.com/privacy/us/cookies/details.html
101172 -
101173 - ...showed that Yahoo wants customers to allow using cookies.  Yahoo
101174 - says it wants direct access to our computer without notice for the
101175 - purpose of....
101176 -
101177 -      a.  Access your information when you "sign in," so that we can
101178 -          provide you with customized content, such as My Yahoo!.
101180 -  ..
101181 - We don't use "My Yahoo."
101183 -           ..
101184 -      b.  Keep track of preferences you specify while you are using
101185 -          Yahoo!'s services -- for example, the local zip code you want
101186 -          to use in Yahoo!
101188 -  ..
101189 - We don't have any preferences.  Where a zip code and other information
101190 - is needed, Yahoo can make a request and offer justification showing
101191 - cost benefit.
101193 -           ..
101194 -      c.  Yellow Pages or Yahoo! Movies.
101196 -  ..
101197 - Movies and other Yellow Page information does not require a cookie.
101199 -           ..
101200 -      d.  Display the most appropriate advertising banners, based on
101201 -          your interests and activity on Yahoo!.
101203 -  ..
101204 - We do not have time for advertising.
101206 -           ..
101207 -      e.  Assist merchants in Yahoo! Stores and Yahoo! Shopping to
101208 -          process the items in your shopping cart.
101210 -  ..
101211 - Assistance for shopping can be accomplished by asking for information
101212 - when needed so there is full disclosure of what is requested and
101213 - provided.
101215 -           ..
101216 -      f.  Estimate and report our total audience size and traffic.
101217 -          Conduct research to improve Yahoo!'s content and services.
101219 -  ..
101220 - Research can be accomplished based on activity for the account.
101222 -           ..
101223 -      g.  Require you to re-enter your Yahoo! password after a certain
101224 -          period of time has elapsed to protect you against others
101225 -          accidentally accessing your account contents
101227 -  ..
101228 - Protecting against unauthorized access to our computer can be
101229 - accomplished without Yahoo having unauthorized access.
101230 -
101231 -
101233 -  ..
101234 - False, Fraudulent Email Misrepresented as Notices from SBC Not Spam
101235 -
101236 - Mahmood provided assistance in using this webmail system for
101237 - designating certain documents as "spam."
101239 -  ..
101240 - We went through and designated about 8 or so letters as spam.
101242 -  ..
101243 - This was actually an error....
101245 -  ..
101246 - Spam is unsolicited commercial advertising, similar to what people
101247 - receive in the mail.
101249 -  ..
101250 - The problem we have encountered is fraudulent email that is falsely
101251 - attributed to SBC as the mail server, with the intent to lure people
101252 - into launching a virus, per above. ref SDS 0 4I6S
101254 -  ..
101255 - We found in this case that these email are from various colleges,
101256 - including Stanford.  So it sounds like a bunch of kids without enough
101257 - homework.
101258 -
101259 -
101261 -  ..
101262 - Mahmood Excellent Professional Service Expedites Solution
101263 - SBC Optimizes Customer Satisfaction Builds Loyalty Expands Sales
101264 -
101265 - It was a pleasure to work with Mahmood on this case:  34626632.
101267 -  ..
101268 - As shown throughout the record, per above, ref SDS 0 8L8Y, Mahmood was
101269 - patient, courteous and resourceful in solving a range of difficult
101270 - installation and configuration issues that would have taken many days
101271 - to resolve without his expertise.  This assessment is based on 20
101272 - years of experience working with IBM, Microsoft, Intel, SBC and other
101273 - high tech customer support organizations.  See for example the Typical
101274 - Day Scenario using SDS. ref OF 8 3120
101276 -  ..
101277 - SBC management, including Vahid, are commended for training and
101278 - support that enable Mahmood to take responsibility for a solution and
101279 - see it through to completion with innovation and persistence, e.g.,
101280 - problem with DSL connection. ref SDS 0 GF7L
101282 -  ..
101283 - For training purposes, support staff should be encouraged to speak
101284 - slowly, so key information can be captured accurately, per examples in
101285 - the record. ref SDS 0 GF7L and ref SDS 0 SZ8S  A string of characters
101286 - that must be correct, unlike ordinary conversation, must be presented
101287 - at the pace it can be typed accurately, otherwise there is a risk of
101288 - error and rework that wastes time and money.
101290 -  ..
101291 - Providing direct call back lines and email addresses, e.g., Vahid,
101292 - ref SDS 0 EJ6H, and Mahmood, ref SDS 0 8L8Y, further expedites the
101293 - work by providing feedback that enables verification to reduce
101294 - mistakes, explained in NWO. ref OF 9 0936
101296 -  ..
101297 - The necessity for two (2) high priced people to invest from 2 - 6
101298 - hours in order to configure email and Internet connections should draw
101299 - the attention of SBC management seeking to attract new customers by
101300 - improving prodcutivity.  While there are signs the economy is bouncing
101301 - back from the abyss, or even from a normal cyclical perigee, the odds
101302 - of a bumpy recovery leading to another early demise are greatly
101303 - increased where, as here, inordinate time is consumed because everyone
101304 - working for the computer.  SBC should aim for computers and services
101305 - that work for the customer.
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