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Cross platform digital intermediates for independent filmmakers.


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Old July 6th, 2008, 02:45 PM   #1
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No activation e-mail after de-activation

I de-activated Aspect after needing to replace a defective motherboard. I have not been able to re-activate through automation since.

I have 23 e-mails including trouble tickets regarding this issue.

My spam filter is off.

I am posting here because the last fix, which took over a week to recieve, did not work and I'm hoping I won't have to wait another week for this to be addressed.

Thanks,

JayH
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Old July 6th, 2008, 03:12 PM   #2
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You will have to wait for a week day. Also if you email account is not working, please try another email service as some just do not receive anything from us (sbcglobal for example) but Gmail.com works fine.
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Old July 6th, 2008, 04:50 PM   #3
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Thanks David,

I had asked tech support if I should try my g-mail. I have att.net, which probably has the same issues as sbc, since they are the same company.

JayH
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Old July 6th, 2008, 07:52 PM   #4
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The gmail account worked!

Thanks David, my Cineform is re-activated.

It might be worth it to post on the web site the issues with AT&T. The technicians may also not be aware of the issue, since I had previously asked if I should be using my gmail account.

Anyway, thanks again for your assistance!

JayH
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Old July 7th, 2008, 10:54 AM   #5
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Thanks Jay for the report. You have confirmed that ATT is an issue. That will help us find out why.
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Old July 12th, 2008, 11:29 PM   #6
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Here is a form from ATT to get issue resolved

http://worldnet.att.net/general-info/block_admin.html

Please have your system administrator fill out this form and send it or reply to me if you have further problems.
I do work for ATT and have an sbcglobal.net email address and I cannot receive updates
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Old July 14th, 2008, 06:19 AM   #7
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Resolution to all att.net, Sbcglobal.net, etc... issues

David:
Can someone in your organization follow up on this email from ATT.
They will gladly correct the problem with asome help frpm Cineform.
Being ATT has the largest broadband subscriber base in the US it is a ral inconvienence to set up another email for upgrades and how about all the customers attempoting to teat the product.

PLEASE use the number provided in this email and case number

Dear Mr. Herrmann,

Thank you for contacting AT&T Internet Services E-mail Support.

I understand that you are AT&T Yahoo! subscribers are unable to receive
e-mails from Cineform. I do apologize for this inconvenience. Let me
address your concern.

Mr. Herrmann, I have checked the previous e-mail given by my colleague
and the link given should have fixed the problem. Let me assure you
that this concern can be resolved; however, due to the complexity of the
issue, a live interaction over the phone with one of our Technical
Support Representative would be best. I see this media as the most
effective way since we can cover all possibilities.

I am fully aware that you want your concern to be immediately resolved
in this e-mail. But I do hope you understand and know that we would
like to resolve the issue in the best and most efficient way possible.
We will be working hand in hand to resolve these issues or at least get
you to the right people and technical team that will be able to resolve
this concern.

You may contact us at 1-800-288-2020 and refer to Case ID 169856023.
Our technical help desk, always ready to assist you, is open 24 hours a
day, 7 days a week. This will also allow us to escalate your issue to
our Second Level Technical Support for proper resolution since they
have the tools and resources for this type of issues.

Let me extend my gratitude for your continued support and patience. I
do hope you understand our limitations through this line of support.
As a valued member of our services, we want to make sure that all your
issues are resolved in a fast and effective manner and that any contact
made with our department are pleasant and fruitful. Know that we
always have your best interest in mind by resolving your issue in the most
efficient way possible.

We appreciate your patience on this matter, Mr. Herrmann, and we look
forward to assisting you. Thank you for choosing AT&T Internet
Services.

Have a great day!

Sincerely,

Shawn
AT&T Internet Services E-mail Support - Tech Support Specialist

You wrote:
============================
I am an ATT executive and a subsciber to the service in question.
all .sbcglobal.net users are blocked from cineform.com

a service company in the video editing business
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Old July 14th, 2008, 06:24 AM   #8
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Cineform administrators can fix the ATT issues by filling out theses correct forms

Correct forms to be filled out for ATT Subscibers to receive Email from cineform.

What you can do is to address this is to have the administrators of [cineform.com] accomplish the details of this issue by visiting
the online form found on this website:

http://www.att.net/general-info/mail...k_inquiry.html
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Old July 14th, 2008, 09:15 AM   #9
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Thanks Dan. We'll look into this and get it resolved.
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