MobileMe Help

Discussion in 'iPhone Tips, Help and Troubleshooting' started by telenach, Dec 30, 2010.

  1. telenach macrumors newbie

    Dec 30, 2010
    Before I give my problem I want people who will flame me to understand that I've done everything I can think of so far to avoid sending this post. I've read post, searched the web and done everything legit to get resolution. Now I turn to you!

    Problem: I have a sub-account which I created for my son on MobileMe and I need to try and figure out the password as he and I have both lost it and are unable to reset. Here's the sequence of events:

    1. November 29th bought iPhone 4 as birthday present
    2. Setup iPhone 4 but couldn't get the password for his email to work.
    3. Tried online reset tool(s). Neither birthday or alternate email address solution worked. We put in his birthday and the response from MobileMe was that it was incorrect! I was there when he was born so I'm pretty sure I remember the date and the date that we provided would have been the same.
    4. I opened a chat with MobileMe online support on the 30th and they have been "trying" to help me since then to reset the password.
    5. I've turned up the heat to where I'm sending an email everyday to to Senior Advisor Lee but he waits for 48 hours or more and then tells me that he's waiting for the engineering department to get back to him. It's been a month and they can't reset my password...
    6. When I setup the email with my kids I explained that I would setup their email on my iPhone too as I didn't want them sending any emails that were inappropriate and they were learning to use email. So I monitor with their consent.
    7. As a result I still have the ability to send and receive from my son's mobileme email account.
    8. as a result I've turned to the dark side to try and solve my problem since MobileMe Support seems to NOT be willing to support me. I did mention that this is a sub account to my primary account in which I provided full verification of my identity, right?!
    9. I've found my iPhone backup file and extracted the Keychain-2.db file and have used SQLite Browser to read the file and the account is there is the encrypted password in the data column. Is there a way to decrypt this password?

    10. I've also downloaded WinPCap, AirCrack-NG, and Wireshark to start capturing wireless packets in hopes that I can capture the authentication handshake on my local WLAN and then crack the password using john the ripper or cain and abel. I haven't used them before but that looks like my last ditch effort before just throwing away the account and creating a new one.

    Any help from you all is greatly appreciated. As I mentioned, I've tried doing this through Apple and they have completely, 100% failed me so far and it's been a month.

    Thanks in advance,

  2. telenach thread starter macrumors newbie

    Dec 30, 2010
    Got some views

    Wow, I've gotten some views but everyone else either has never had the problem or has never had any trouble with MobileMe support!! Thanks for looking! Still searching the web for an answer but looks like I'm screwed. Thanks MobileMe...
  3. jav6454 macrumors P6


    Nov 14, 2007
    1 Geostationary Tower Plaza
    Have you tried calling MobileMe's support line? I find it better and faster than dealing through email.
  4. SpaceEdge macrumors member

    Jun 21, 2010
    Dealing with MobileMe is a horrible experience. They don't have phone support other then the basic support you get when you call Apple's 800 number. If you have a problem the person on the phone can't solve they direct you to the MobileMe online chat since they don't support MobileMe over the phone.

    I had to go through this a few months ago and it involved me typing in my problem instead of saying it on the phone. You would think they would provide dedicated phone support for a product they sell.
  5. telenach thread starter macrumors newbie

    Dec 30, 2010
    MobileMe --- LoL

    OK, here's the latest. They want me to log out of any application that I am connected with the account and give it 24 hours. What a joke. So the only device I can get to the email account with they want me to log out of it! Then I will have no way to check the email.

    But then does that mean they will finally, after a month, reset the password like I asked for in the first place?

    So I've shut off my cell phone for the night and day tomorrow!! Oh well, if I miss a call I can blame Apple!! LoL

    Anyone out there have any other ideas better than MobileMe support?!


  6. Aatos.1 macrumors 6502

    Dec 31, 2010
    My experience with MobileMe has been very disappointing, and simply has not measured up to the excellent experience I've enjoyed with Apple Care for my MacBook Pros and PowerBooks of the past.

    I'm not sure why, but Apple just seems to nearly ignore MobileMe.

    Every other area of tech support, I've had a reason to contact them about, they've been very helpful and eager to insure the issue is resolved.
  7. SpaceEdge macrumors member

    Jun 21, 2010
    I've had basically the same experience as you. No problems with support for the two Macbook Pro's I've had, the three iPhones I've had. MobileMe on the other hand is something they need to improve.
  8. telenach thread starter macrumors newbie

    Dec 30, 2010
    MobileMe not really Apple

    I have time on my hands since MobileMe support has put me off for another 24 - 48 hours so I have time to post!!

    I've learned a lot more about MobileMe than I ever expected!

    It turns out that although MobileMe is "part of Apple" they use a different ticket / customer service database. I was very frustrated with MobileMe support and contacted AppleCare which I also pay for like everyone else and I got a person in the iPhone group who was just like the Apple support I've enjoyed for 25 years. This guy explained to me that although he was opening a chat session with a MobileMe senior adviser just like me, at least he has "Apple" in his job title! He tried as hard as me and I honestly felt like he wanted to solve my "Simple" problem right there and then. That's the Apple I've known for ... ever! I had another experience during my month with someone from AppleCare (CPU group) and he also was the epitome of Apple Support. Lastly to finish my "I can't say enough good things about true Apple Support" rant, I setup a meeting with someone from the Genius Bar in a relatively close Apple store. The guy again was awesome and tried everything he could. All of us got to the same point where the real problem became MobileMe and ...failure.

    So back to MobileMe, if it weren't so integrated with my Apple products like iPhone, MacBooks, iPad, or MacPro's I would drop MobileMe like a bad habit. This senior adviser that I've had assigned to my problem since December 30th has constantly told me that the policy is that he is supposed to provide an update to my email requests within 24 - 48 hours. He has never, never, never, never provided anything within 48 hours and usually let's things go until I go to an AppleCare "real support" channel who then pings the MobileMe support from the Apple side. It's a REAL joke from my point and this is what I do for a living (IT). I'm embarrassed for them and their incompetence.

    I will start another thread to ask for help to figure out the Apple organization because I've also failed at escalating my issue. If there is one thing MobileMe is good at doing it's preventing escalation based on "policy". Anyone else having trouble with MobileMe... good luck. If I crack the code I'll post it because no one should have to deal with this... well except for those with PC's!!

    Cheers for a Happy New Year 2011
  9. telenach thread starter macrumors newbie

    Dec 30, 2010
    Quick update

    Today is January 25th and I am still without a passpword reset! I'm wondering how long MobileMe can keep this ticket open?! I've noticed one thing that's odd, the senior advisor "Lee" who has been basically telling me to wait for the past 3 months is referring to me as Andrew and my name and the account are clearly Ted...

    Anyone ever had any trouble with MobileMe mixing up accounts on people? Does anyone think maybe my problem is their system has me paying for the service but under a different name?!
  10. SpaceEdge macrumors member

    Jun 21, 2010
    If I was in your position I wouldn't wait for them to contact me, I would be on them everyday. We pay for MobileMe they should support it better then they do.

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