I felt I had a conversation with the dead Ruth, except her expert career was as a development worker-social worker. Ruth, at the other end of the machine, was the expert in the Optus information technology system. In fact, on firm reasoning I suspect that Ruth is the machine. I do no expect my Ruth, in life or death, to be the expert in the Optus information technology system. But it is not unreasonable to expect expert advisors of the Optus information technology system to understand the systems problems. After all, I deal with systems problems as an expert sociologist, philosopher, and historian unpaid.
The following is the conversation between myself and Optus, today, Thursday 25, 2024 (ANZAC Day).
*******
Info
at 10:50, Apr 25:
We’re connecting you to Optus Assistant.
You
at 10:50, Apr 25:
You
at 10:50, Apr 25:
Re; Email 17 April about Optusnet access. I wish to just have the archive accessible from my account. I cannot access Optusnet since the “forgot password” is only for the optusnet email, only accessible from the optusnet sub-account of my account which I do have password access to. See how stupidity this process has become. I have attached the evidence.
Optus Assistant
at 10:50, Apr 25:
Ok, let me confirm. Have you recieved communication from Optus in regard to your inactive OptusNet email mailbox?
You
at 10:51, Apr 25:
Yes
Optus Assistant
at 10:51, Apr 25:
We can see from our records that you’ve not used your OptusNet email in at least 12 months and we’re reaching out to see whether you’d like to maintain this email service.
Optus Assistant
at 10:51, Apr 25:
Would you like to retain your OptusNet email mailboxes?
You
at 10:51, Apr 25:
Yes I would
Optus Assistant
at 10:51, Apr 25:
To keep your account/mailboxes active, all you need to do is log into your OptusNet email account before the 18th of June, 2024.
Optus Assistant
at 10:51, Apr 25:
Are you able to log into your OptusNet email account?
You
at 10:51, Apr 25:
No
Optus Assistant
at 10:51, Apr 25:
Do you need assistance resetting your OptusNet password?
You
at 10:51, Apr 25:
No, something else
Optus Assistant
at 10:51, Apr 25:
If you’re having some trouble with your OptusNet email, I’d recommend checking out our troubleshooting guides, which gives you the best shot at resolving the issue yourself.
Optus Assistant
at 10:51, Apr 25:
To view the guides, simply follow the “Email Help & Support” link below and I’ll take you there.
Optus Assistant
at 10:51, Apr 25:
After viewing our guides, were you able to resolve this issue?
You
at 10:51, Apr 25:
No, I need help
Optus Assistant
at 10:51, Apr 25:
Got it. I’ll make sure you get the right help for your query by connecting you to an expert now.
Optus Assistant
at 10:51, Apr 25:
Leave any additional details here and one of our Experts will respond shortly.
Optus Assistant
at 10:51, Apr 25:
Messaging is best experienced in My Optus app, where you’ll receive notifications when your Expert responds so you can get on with your day.
Optus Assistant
at 10:51, Apr 25:
Info
at 10:53, Apr 25:
You’re connected to Ruth, who’s reviewing your conversation history. They’ll send a message when they have a response.
Ruth
at 10:54, Apr 25:
Hi Neville, Ruth here. I’ll take a moment to read your previous messages to understand your request and help you from there. Please allow me a few moments to catch up. With Messaging, I won’t always respond straight away, but will be investigating your request in the background.
You
at 10:54, Apr 25:
I would like to be able to access my optusnet email archive from my account. BTW, Ruth is dead.
You
at 10:54, Apr 25:
Oh sorry, you are Ruth.
Ruth
at 10:55, Apr 25:
That’s okay, Neville. We appreciate you for bringing this to us. No worries since I’m one of the community experts. I’d be happy to help you with that. While I’m looking into your inquiry, I’m also going to do an account review making sure that everything is up to date, and you are getting the best value of our services. Would that be fine?
You
at 10:56, Apr 25:
Sorry for confusion. Some years ago I had problems with Optus because the primary account holder was Ruth, my life-partner, who died
You
at 10:56, Apr 25:
Yes, update the account.
Ruth
at 10:57, Apr 25:
I’m so sorry to know that, Neville. Sure, I will be checking that one.
Ruth
at 10:57, Apr 25:
can you confirm your Optus email?
You
at 10:59, Apr 25:
Ruth
at 11:03, Apr 25:
Can you confirm that you can’t access your archive, right?
You
at 11:04, Apr 25:
YES. I cannot login. It would be easy if I do not have to go through the optusnet and access was on the Optus account, but either way, no, I can not access the email archive.
Ruth
at 11:05, Apr 25:
What is the error are you getting when you are opening your email?
You
at 11:08, Apr 25:
Oh dear. I cannot login without a correct password. The password reset goes to an email address behind the password wall. It could not be clearer what the problem is. I cannot access the password reset email because I can not put in the reset password because I can not access the email behind the password wall.
Ruth
at 11:14, Apr 25:
Have you tried to send the code on your mobile instead?
You
at 11:18, Apr 25:
No, because I am at the PC work station, and although Optus does not think so, ”
I used to like to go to work, but they shut it down
I’ve got a right to go to work, but there’s no work here to be found.” I have a right to work at a PC station.
I used to like to go to work, but they shut it down
I’ve got a right to go to work, but there’s no work here to be found.” I have a right to work at a PC station.
Ruth
at 11:22, Apr 25:
We don’t do anything to your Optus email. On the webmail, can you try to login and forgot password?
You
at 11:24, Apr 25:
You must be an “A.I.” machine. You have not read my thread of comments and understood.
Ruth
at 11:25, Apr 25:
I understand it, Neville. I’m not an AI
Ruth
at 11:26, Apr 25:
You mentioned that you cannot login your email. That’s why I’m trying to ask you to reset your password.
You
at 11:27, Apr 25:
No, you do not understand as I already explained the problem I had, in the thread, with the Optusnet. I doubt the solution would work with the mobile phone. Go back and read the thread.
Ruth
at 11:31, Apr 25:
May I ask, why do you want to access your archive?
You
at 11:34, Apr 25:
I am a historian, yes, professional historian. I do not understand why you are so surprised at the request. Does not a person have a right to documents of their own personal history?
Ruth
at 11:38, Apr 25:
I understand that Neville. Upon checking here, your access on the Optus email is still active. You still can open it and able to use it.
You
at 11:39, Apr 25:
What do you mean? I can not get pass the password wall.
Ruth
at 11:40, Apr 25:
Can you send the screenshot of that ‘password wall’?
You
at 11:43, Apr 25:
Ruth
at 11:44, Apr 25:
Thank you. Click the forgot password.
You
at 11:45, Apr 25:
Yes I have
Ruth
at 11:47, Apr 25:
Thanks, Neville. Kindly fill in the information, you can provide your mobile number instead.
You
at 11:51, Apr 25:
Where do I put this information?
Ruth
at 11:55, Apr 25:
When you click ‘forgot password’. Can you send the screenshot of the page showing?
You
at 11:58, Apr 25:
Ruth
at 11:59, Apr 25:
Kindly put your Full name, Account number and DOB
Ruth
at 11:59, Apr 25:
and next
You
at 11:59, Apr 25:
Neville Douglas Buch 15 July 1961. And next?
Ruth
at 12:00, Apr 25:
Put that on the webmail
You
at 12:01, Apr 25:
This is what happen!!!!!!!!!!!!
Ruth
at 12:02, Apr 25:
May I see?
You
at 12:03, Apr 25:
You
at 12:03, Apr 25:
You
at 12:04, Apr 25:
You causing me to rush, you damn machine!
Ruth
at 12:06, Apr 25:
Do not put 62 on the account number.
You
at 12:08, Apr 25:
Ruth
at 12:15, Apr 25:
Thank you so much for patiently waiting, Neville.
You
at 12:16, Apr 25:
Yes, I am waiting, patiently.
Ruth
at 12:19, Apr 25:
Since it is not working on your end, Neville. I highly suggest that you call us via phone or to our Voice Team to reset the password of your Optus email: 1300 300 427. They will do manual resetting on your Optus email, and you will be able to access it.
You
at 12:20, Apr 25:
Will the person at the other end of the phone, understand?
Yes, Neville. You have to say that you are trying to reset your password on your Optus email. It is not letting you do that because of the account verification, and they will offer to do that manually. Apologies that I can’t do that here on my end since we have limitations on Messaging.
You
at 12:23, Apr 25:
Okay. Thank you. I will do so.
Ruth
at 12:25, Apr 25:
You’re very much welcome, Neville.
You
at 12:25, Apr 25:
Thank you.
Ruth
at 12:27, Apr 25:
I want to make sure that all concerns were addressed, any other questions that I may be able to assist you with?
You
at 12:28, Apr 25:
No, all good at this end with a story to tell in professional capacity.
Ruth
at 12:29, Apr 25:
That’s cool, Neville.
******
So after, 30 minutes the machine remained silent. So, after the three minutes talking to two human beings in the Optus organisation, I was able have my password reset, and access, my Optus webmail.
Altogether it only took two and half hours!
Furthermore, the first actual human being I talk to, said he was not a researcher, even though, he worked in the “Password Research Team.”
Yet I am a researcher not paid.
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Neville Buch
Professional Historian at Professional Historians Association (Queensland) Inc.
Neville Buch (Pronounced Book) Ph.D. is a certified member of the Professional Historians Association (Queensland). Since 2010 he has operated a sole trade business in history consultancy. He was a Q ANZAC 100 Fellow 2014-2015 at the State Library of Queensland. Dr Buch was the PHA (Qld) e-Bulletin, the monthly state association’s electronic publication, and was a member of its Management Committee. He is the Managing Director of the Brisbane Southside History Network.
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