How a 92-year-old woman beat the cable company (with some help)

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When her internet provider switched customers’ inboxes to Yahoo, Loretta Huckabone was expected to figure it out.

Loretta Huckabone is 92 years old and has low vision but feels independent. She plays bridge three times a week, enjoys talking on the phone and once climbed Mount Whitney in California.

It was so frustrating that Huckabone considered giving up email. “I’ve felt like I can handle my life, but technology is an area that I just cannot manage,” she said. She said she tried calling Cox customer service for help but was disconnected. When her son, Jeff Deiss, returned from a vacation, Huckabone told him she couldn’t use email anymore. Deiss stepped in.From his home in the Bay Area, Deiss spent hours remotely accessing his mom’s computer to enter passwords for Cox and Yahoo and coached his mom through accessing texted codes to the mobile phone she struggles to see. He dug through online forums of other Cox customers for their email switch tips.

“We are sorry for the challenges Ms. Huckabone had with accessing her emails following the migration to Yahoo,” Cox said.

 

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