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I had a customer call in that was having issues accessing her webmail, this one was a real winner and I'm not making this up either!
Me= yours truly
SC= silly customer
Me: Thank you for calling ISP, this is Tropicsgoddess.
SC: Hi Tropicsgoddess, this is SC, I can't get my email.
Me: Okay ma'am, do you normally get your email from ispwebsite.com or do you use a program like Outlook Express.
SC: I uh, get it from ISP.
Me: Do you go to ispwebsite.com to get your email ma'am?
SC: Uh...yeah but right now it's giving me this error message.
Me: What does the error message say?
SC: Um, it says invalid username and password.
Me: How did you type in the username and password ma'am?
SC: I typed everything right, I know I did. <tells me how she typed it while I confirm it from my database>
Me: Try again and type it without the @isp.com ending ma'am.
SC: It still won't work!
Me: Did you click on the email link at ispwebsite.com
SC: No, I'm on this Dmail website.
<facepalm>
Me= yours truly
SC= silly customer
Me: Thank you for calling ISP, this is Tropicsgoddess.
SC: Hi Tropicsgoddess, this is SC, I can't get my email.
Me: Okay ma'am, do you normally get your email from ispwebsite.com or do you use a program like Outlook Express.
SC: I uh, get it from ISP.
Me: Do you go to ispwebsite.com to get your email ma'am?
SC: Uh...yeah but right now it's giving me this error message.
Me: What does the error message say?
SC: Um, it says invalid username and password.
Me: How did you type in the username and password ma'am?
SC: I typed everything right, I know I did. <tells me how she typed it while I confirm it from my database>
Me: Try again and type it without the @isp.com ending ma'am.
SC: It still won't work!
Me: Did you click on the email link at ispwebsite.com
SC: No, I'm on this Dmail website.
<facepalm>