<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN"><HTML><HEAD><META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=us-ascii"><META NAME="Generator" CONTENT="MS Exchange Server version 6.0.6619.12"><TITLE>Oh, the pain, the agony -- "online chat" support...</TITLE></HEAD><BODY>I agree with the rest on this thread, you do have a lot of patience. The turing test reference is hysterical. <br/><br/>Manny. <p>Sent By MVelez</p><p><hr size=2 width=100% align=center tabindex=-1><b>From</b>: "Emerson, Tom \(*IC\)" <Tom.Emerson@wbconsultant.com><br><b>Date</b>: Fri, 9 Jan 2009 18:26:10 -0800<br><b>To</b>: SGVLUG Discussion List.<sgvlug@sgvlug.net><br><b>Subject</b>: [SGVLUG] Oh, the pain, the agony -- "online chat" support...<br></font></p><!-- Converted from text/rtf format --> <P><FONT SIZE=2>For a while now, my DSL was down (which is/was a good thing -- kept me from being up late at night for a while...) I finally got around to investigating, and after pacbell/sbc/att/whomever "fixed" my phone/DSL line, I fired up my server(s), including my e-mail server (picks up mail via POP and makes it available as IMAP) and soon enough I was getting an e-mail from Yahoo telling me to "enable SSL" in my outlook express client...</FONT></P> <P><FONT SIZE=2>Ummm -- yeah, right -- I use fetchmail, and a quick search of the web for "fetchmail" and "ssl" gave me the instructions on what to do. Now that I've done that, it appears that AT&T's certificate is "not trusted" -- I suspect it is simply because I don't have their root CA's certificate [VERY likely...] but I thought I'd give their support a whirl since they started it.</FONT></P> <P><FONT SIZE=2>So, checking the e-mail, I see it says "don't reply -- this came from a bot" [or words to that effect], so it's to the support web pages I go...</FONT></P> <P><FONT SIZE=2>The support pages (at some point) popped up a box that said "e-mail support is no longer available for high-speed DSL users, use online chat instead"</FONT></P> <P><FONT SIZE=2>[grrrr] ok, start at the beginning again, get the "chat" client fired up, and I "notify" them that their SSL cert is invalid -- here is the "chat" that ensued...<BR></FONT><FONT COLOR="#FF0000" SIZE=2><!-- div { line-height: 18px; }--></FONT> <BR><FONT COLOR="#008080" SIZE=2>Please wait while we find an agent to assist you...</FONT><FONT SIZE=2><BR></FONT><FONT COLOR="#008080" SIZE=2>Thank you for contacting AT&T Internet Services, my name is Aaron McQuillan. One moment while I review your information.</FONT><BR><B><FONT COLOR="#008080" SIZE=2>Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2> Hi, Tom Emerson! I hope you are doing fine.</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#008080" SIZE=2>Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2> As I understand your concern, I see that you are having issues with your email SSL update. Is that correct?</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#FF0000" SIZE=2>tom emerson:</FONT></B><FONT COLOR="#FF0000" SIZE=2> hello. I've been getting an e-mail urging me to switch to SSL for POP; I've done that, and in my logs I see that my system cannot validate your SSL certificate</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#008080" SIZE=2>Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2> I understand your question and I'm glad to assist you with your inquiry.</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#FF0000" SIZE=2>tom emerson:</FONT></B><FONT COLOR="#FF0000" SIZE=2> osnut:/etc # fetchmail -v -f /etc/fetchmailrc<BR> fetchmail: 6.2.3 querying pop.att.yahoo.com (protocol POP3) at Fri Jan 9 17:14:57 2009: poll started<BR> fetchmail: Issuer Organization: Equifax<BR> fetchmail: Unknown Issuer CommonName<BR> fetchmail: Server CommonName: pop.att.yahoo.com<BR> fetchmail: pop.att.yahoo.com key fingerprint: 66:89:36:BA:15:CD:9B:DA:BE:39:02:34:5C:0B:C1:30<BR> fetchmail: Warning: server certificate verification: unable to get local issu</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#008080" SIZE=2>Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2> How do you normally check your emails? Is it through AT&T Yahoo! email on the web or through other means like Outlook perhaps?</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#FF0000" SIZE=2>tom emerson:</FONT></B><FONT COLOR="#FF0000" SIZE=2> I run my own e-mail server at home. I've configured it to use Fetchmail to pull e-mails from your system and make them available via imap</FONT><BR><B><FONT COLOR="#FF0000" SIZE=2>tom emerson:</FONT></B><FONT COLOR="#FF0000" SIZE=2> since fetchmail was previously configured for "regular" pop e-mail [and my DSL was down for a while] I was unaware of the recent push to go to SSL until this week. Now that I've enabled it, I'm getting the error/warning shown above</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#008080" SIZE=2>Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2> Are you getting any sending / receiving error?</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#FF0000" SIZE=2>tom emerson:</FONT></B><FONT COLOR="#FF0000" SIZE=2> Here is the efetchmail: Warning: server certificate verification: unable to get local issuer certificate<BR> fetchmail: Issuer Organization: Equifax<BR> fetchmail: Unknown Issuer CommonName<BR> fetchmail: Server CommonName: pop.att.yahoo.com<BR> fetchmail: Warning: server certificate verification: certificate not trusted<BR> rror message:</FONT><BR><B><FONT COLOR="#FF0000" SIZE=2>tom emerson:</FONT></B><FONT COLOR="#FF0000" SIZE=2> whups, that pasted funny -- here it is a little clearer: fetchmail: Warning: server certificate verification: unable to get local issuer certificate<BR> fetchmail: Issuer Organization: Equifax<BR> fetchmail: Unknown Issuer CommonName<BR> fetchmail: Server CommonName: pop.att.yahoo.com<BR> fetchmail: Warning: server certificate verification: certificate not trusted</FONT><BR><B><FONT COLOR="#008080" SIZE=2>Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2> Thank you.</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#008080" SIZE=2>Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2> I can give you the servers and ports used by AT&T.</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#FF0000" SIZE=2>tom emerson:</FONT></B><FONT COLOR="#FF0000" SIZE=2> and that will help me how?</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#008080" SIZE=2>Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2> Incoming mail (POP3) is pop.att.yahoo.com and Outgoing mail (SMTP) is smtp.att.yahoo.com.</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#008080" SIZE=2>Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2> Outgoing mail (SMTP) port is 465 and the box next to This server requires a secure connection (SSL) is checked.</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#008080" SIZE=2>Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2> Incoming mail (POP3) it should be port 995 and the box next to This server requires a secure connection (SSL) is checked.</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#FF0000" SIZE=2>tom emerson:</FONT></B><FONT COLOR="#FF0000" SIZE=2> fetchmail is configured via a plain text file -- there are no "boxes to check"</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#008080" SIZE=2>Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2> As much as I want to assist you but we only have limited resources for this kind of issue. We have a special department with specially trained agents who handles this unique issue of yours and we call them the ConnecTech / Support+ Department.</FONT><FONT SIZE=2><BR></FONT><B><FONT COLOR="#008080" SIZE=2>Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2> Tom Emerson, Fetchmail is a product that AT&T Internet Services does not support, I can offer you AT&T ConnecTech / Support+ (866-294-3464), a fee-based technical support service that can assist you. If you'd like, I can refer you to AT&T ConnecTech / Support+ to explain more about the service and to resolve your issue, or we have some information about many of these common products on the Member Facing Support Site at </FONT><A HREF="http://help.sbcglobal.net"><U></U><U><FONT COLOR="#0000FF" SIZE=2>http://help.sbcglobal.net</FONT></U></A><FONT COLOR="#008080" SIZE=2 FACE="Arial">. Another option is to contact Fetchmail directly. If you'd like I can provide you that contact information.</FONT><FONT SIZE=2 FACE="Arial"><BR></FONT><B><FONT COLOR="#FF0000" SIZE=2 FACE="Arial">tom emerson:</FONT></B><FONT COLOR="#FF0000" SIZE=2 FACE="Arial"> sure, please let me know how to contact fetchmail directly.</FONT><FONT SIZE=2 FACE="Arial"><BR></FONT><B><FONT COLOR="#008080" SIZE=2 FACE="Arial">Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2 FACE="Arial"> Ok.</FONT><FONT SIZE=2 FACE="Arial"><BR></FONT><B></B> <BR><B><FONT COLOR="#0000FF" SIZE=2 FACE="Arial">[note: INCREDIBLY long pause here...]</FONT></B></P> <P><B><FONT COLOR="#008080" SIZE=2 FACE="Arial">Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2 FACE="Arial"> I believe you can find the contact number of Fetchmail thru fetchmail.com</FONT><FONT SIZE=2 FACE="Arial"><BR></FONT><B><FONT COLOR="#008080" SIZE=2 FACE="Arial">Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2 FACE="Arial"> Is there anything else I can help you with?</FONT><FONT SIZE=2 FACE="Arial"><BR></FONT><B><FONT COLOR="#FF0000" SIZE=2 FACE="Arial">tom emerson:</FONT></B><FONT COLOR="#FF0000" SIZE=2 FACE="Arial"> hmm.. fetchmail is open source software, "fetchmail.com" goes to a generic search page -- fwiw, I was using the page at </FONT><A HREF="http://fetchmail.berlios.de/fetchmail-FAQ.html#K5"><U></U><U><FONT COLOR="#0000FF" SIZE=2 FACE="Arial">http://fetchmail.berlios.de/fetchmail-FAQ.html#K5</FONT></U></A><FONT COLOR="#FF0000" SIZE=2 FACE="Arial"> to configure my system</FONT><FONT SIZE=2 FACE="Arial"><BR></FONT><B><FONT COLOR="#008080" SIZE=2 FACE="Arial">Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2 FACE="Arial"> I am sorry but I do not have the number here for Fetchmail.</FONT><FONT SIZE=2 FACE="Arial"><BR></FONT><B><FONT COLOR="#FF0000" SIZE=2 FACE="Arial">tom emerson:</FONT></B><FONT COLOR="#FF0000" SIZE=2 FACE="Arial"> that's OK -- I think I have what I need for the moment -- say hello to your aunt Eliza for me</FONT><FONT SIZE=2 FACE="Arial"><BR></FONT><B><FONT COLOR="#008080" SIZE=2 FACE="Arial">Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2 FACE="Arial"> Will there be anything else?</FONT><FONT SIZE=2 FACE="Arial"><BR></FONT><B><FONT COLOR="#FF0000" SIZE=2 FACE="Arial">tom emerson:</FONT></B><FONT COLOR="#FF0000" SIZE=2 FACE="Arial"> no</FONT><FONT SIZE=2 FACE="Arial"><BR></FONT><B><FONT COLOR="#008080" SIZE=2 FACE="Arial">Aaron McQuillan:</FONT></B><FONT COLOR="#008080" SIZE=2 FACE="Arial"> Thank you for using AT&T Self Support Tool. I attempted to speak with you but there was no response from your side, if you have any further queries, please feel free to connect back to us. We will be more than happy to assist you.</FONT><FONT SIZE=2 FACE="Arial"></FONT><B></B><B></B><B><FONT FACE="Arial" SIZE=2 COLOR="#000000"> <IMG SRC="No%20AttachName" alt="Picture (Metafile)"></FONT></B></P> <P><B><FONT FACE="Courier New">Since the "tech" didn't get the Eliza reference, I graded his Turing test with an "F"...</FONT></B></P> </BODY></HTML>