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My mother is a Verizon customer for internet. As they sold…

Customer Question
My mother is a...

My mother is a Verizon customer for internet. As they sold their e mail service to AOL she now cannot access the e mail thru her Kindle Error message references server (Verizon) but they can't help. Cannot even get to mail.aol thru Kindle internet but can on my IPad. Says Privacy issue. Can you help? She's 85 years old and doesn't get around well. I'm trying to get her e mail access before I leave here in the next hour. My name is ***** ***** you can reach my cell at(###) ###-####

Technician's Assistant: When could you last access your Kindle?

Not sure as I don't live with her but this all happened within last week

Technician's Assistant: Did you try resetting through Amazon's online password ***** tool?

Don't know anything about that

Technician's Assistant: Anything else you want the E-reader Expert to know before I connect you?

That's it for now. Thanks

Submitted: 4 months ago.Category: E-Readers
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Answered in 4 hours by:
3/17/2018
Electronics Technician: Richard Freese, System Administrator replied 4 months ago
Richard Freese
Richard Freese, System Administrator
Category: E-Readers
Satisfied Customers: 41
Experience: Computer Sciences Corporation - Data Protection and Storage engineer
Verified

Hello;

Sorry to hear that your Mom is having issues with her email. Since AOL is handling her email account now, have you tried reaching out to them? You Mom probably just needs the email server settings she should be using. I can take a look for you and see what I find if you want.

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Customer reply replied 4 months ago
Thanks for response Richard. Verizon had said they thought issue was with Kindle and I’d be better off contacting Amazon rather than AOL. Would appreciate your looking into it and seeing what you might find. I am not at her home now so do not have access to her Kindle currently.
Electronics Technician: Richard Freese, System Administrator replied 4 months ago

Hi there. Let me see if I can help you unravel the Kindle issue with you Moms's email. IS there any kind of message that she gets white she attempts to retrieve her email?

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Customer reply replied 4 months ago
Richard. Thanks for your response. I am currently not at her house. I will be there again some time next week and can then give you an exact response to what messages we are seeing.
Electronics Technician: Richard Freese, System Administrator replied 4 months ago

Sounds good. I will wait to hear from you then.

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Customer reply replied 4 months ago
Thanks. From memory, messages reference the server and (Verizon) in parentheses. I'll be more specific when I reach out to you next week. Will let you know with some lead time (if I can) when I'm going back down to see her.
Electronics Technician: Richard Freese, System Administrator replied 4 months ago

Sounds good. I will wait to hear from you. Feel free to rate me if you would. It's how we get credit. I am still linked to the question which means that the next time you reach out to me I will get you message via email.

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Customer reply replied 3 months ago
Richard, we have not yet resolved my mother’s Kindle issues. I will be there again either Sat or Sun (3/31-4/1). Can we communicate then or if you are not available weekends is there some one else I can contact?
Customer reply replied 3 months ago
26 March 2018 05:07Richard, we have not yet resolved my mother’s Kindle issues. I will be there again Sun (4/1). Can we communicate then or if you are not available weekends is there some one else I can contact?
Electronics Technician: Richard Freese, System Administrator replied 3 months ago

We can work this on April 1st. I have church at 9:30 am. This usually lasts an hour. But then that would be Easter Sunday. I should be available by 2:00 pm CST. Let me know if that works.

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Customer reply replied 3 months ago
We have church in the morning as well. So 2pm CST is 3PM EST. That works fine! Thanks Richard
Electronics Technician: Richard Freese, System Administrator replied 3 months ago

Okay. I will be on line then.

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Electronics Technician: Richard Freese, System Administrator replied 3 months ago

Hello. It looks like this case timed out. You will have to create a new one and then request me akaCustomer or Richard Freese

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Customer reply replied 3 months ago
Sent new request with direction to have it routed to you.
Electronics Technician: Richard Freese, System Administrator replied 3 months ago

Hi. Sorry for not getting to you sooner. I had a network issue here and it was just resolved. But now I have family here and we are about to sit down for Easter dinner.

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Customer reply replied 3 months ago
OK. Will let you know the next time I’m at my mothers house.
Electronics Technician: Richard Freese, System Administrator replied 3 months ago

Sounds good. I think the best option is to reset the device to factory settings. I have a link I cn send you if you want. Just let me know.

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Customer reply replied 3 months ago
That would be great!
Electronics Technician: Richard Freese, System Administrator replied 3 months ago
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Electronics Technician: Richard Freese, System Administrator replied 3 months ago

Here is another link if the one I just sent is not helpful.

https://www.amazon.com/gp/help/customer/display.html?nodeId=201540770

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Electronics Technician: Richard Freese, System Administrator replied 3 months ago

Let me know if you want to hook up later.

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Customer reply replied 3 months ago
Thanks. I will wait til I return here as I’m leaving shortly and I don’t want to leave her the functionality she still has. Will let you know when I’m here again.
Electronics Technician: Richard Freese, System Administrator replied 3 months ago

Okay. Sounds good.

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Customer reply replied 3 months ago
Hello Richard. I expect to be at my mothers house this Tuesday (late morning) April 10. Will you be available to try and resolve her issue?
Denis
Electronics Technician: Richard Freese, System Administrator replied 3 months ago

I work during the day. But I will keep a chat open in case you run into a snag.

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