Strange Things are Afoot...

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Talisman Against Workplace Injury

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adventures in the service industry

So email from my phone stopped working about a week ago. This has happened a few times before, and each time I had to spend 45 minutes on hold before talking to someone; and then I had to do it again an hour later when the first guy didn't get it right. So this time I decied to try "emailing" them, where "email" is their term for "fill out a 10x5 text field on the web site".

I said: <lj-cut text=" --More--(10%--) ">

I am no longer able to send email (SMTP) from my Treo 650 via It says "invalid login, check user name and password; Failed to authorize to smtp server on account"

My user name is set to "____" and my password is the same as it always was . Nothing has changed on my phone. It stopped working about a week ago.

The smtp server is set to "secure if available (starttls), always trust server" but I have tried it without ssl as well - no difference.

So I think something changed on your end.

Perhaps you have randomly changed or disabled my email password again -- this would not be the first time that had happened, in fact, it would be the fourth.

But I can't find anywhere on your site to re-set my *email* password.

Note: I'm not talking about my voicemail password, or my PCS-Vision password. I can get my voicemail and upload photos just fine. It's only SMTP email that doesn't work, and that password, as far as I know, is separate from the others. But i can't find the place on your site where one sets that.

Their reponse is truly priceless:

Dear Jamie,

Thank you for contacting Sprint together with Nextel regarding the email.

I sincerely apologize for the inconvenience you are facing. I would have been more than glad to resolve your concern. However, the problem you are facing is technical in nature. We do not have the tolls to handle technical concerns. A better and quick resolution to it can only be provided by a two-way interaction with our technical specialist. We have a team of technical specialists, who are equipped with certain specific tools to help you over telephone. Therefore, I request you to call us at 1-888-788-4727 from a landline phone. Please give a verbal command 'Wireless Web'. By doing so, you will be speaking to one of our Technical Support specialists rather than a customer care representative. We have specifically created this department to resolve queries of our valuable customers.

I appreciate you emailing us today. Thanks.

Devon K.
Business E-Care
Sprint together with Nextel
"Where our customers come first!"

I'm not sure what moon-man language "we do not have the tolls to handle technical concerns" is in -- perhaps he meant "balls"? but my head just about popped off at the notion that "email" support through their web site is not able to handle problems that are "technical in nature". It's a phone! <lj-cut text=" --More--(66%) ">

So, I interpreted that as, "if I was smart enough to understand your question, I'd be answering the phone instead of responding to web forms, call them instead." But, not wanting to be on hold for the rest of my life, I decided to try using smaller words and asking again:

Where on the sprint web site do I set my email password?

I'm not talking about my voicemail password, or my PCS-Vision password that is used for uploading photos; I mean the password that is used for connecting to the SMTP server at

Christ on a pogo stick:

Dear Jamie,

Thank you for contacting Sprint together with Nextel. I will be happy to assist you regarding email setting.

As this issue is of technical nature and it requires a verbal interaction, kindly contact our Technical Support Group by dialing 1-888-788-4727 from a land line phone.

I am applying a note for the same on the account and our specialist will be glad to assist you further with the issue.

We thank you for contacting us.

Business E-Care
Sprint together with Nextel
"Where our customers come first!"

Fuck it, I guess I'll have to open up my home SMTP server to the Sprint network and bounce my mail through there. Bleh. There aren't many things I enjoy more than dicking around with my sendmail configuration. (PS: Recommend different mail server software if you'd like me to ban you, it's no problem really.)

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