12-15-2012 10:52:36 AM
Same problem here. Even worse, one of our sub-accounts (which is my primary email account) has been locked or suspended or deleted -- emails sent to that address bounce back.
I spent about six hours on the phone with various levels of support. Finally late yesterday, a tech in Dallas told me that something having to do with access to legacy sub-accounts (legacy domains such as pacbell.net and sbcglobal.net) "broke". He couldn't tell me exactly what happened, but the problem occurred some time in the past week. And get this -- not only have customers lost access to their sub-accounts, even the technicians can't access or repair them!! He also told me that the division who need to fix this is estimating it may take until MARCH 2013!!
Good job, AT&T!
01-04-2013 01:15:38 AM
I have six subaccounts and recently needed to delete two and add three because of an identity theft problem. Got the same error message after selecting "Manage subaccounts" under the "Profile" link. Call tech support. Got the same cryptic response from tech support. Engineers "aware" and fix was originally scheduled for March 2013 now moved up to January 22. I asked them why I was paying for service I can't use. Got $25 reduction in monthly bill. (Suggest you all do the same!) Asked if they will notify us when the "fix" has been completed, but of course they don't have the capability of doing that. You'll have to log in regularly to find out what the end of the story will be. I certainly hope they don't provide any services to governmental or first responder agencies. Time to switch to cable?
01-12-2013 03:23:42 PM
Going through the same thing here. Spent quite a bit of time the last couple of days trying to troubleshoot, and then on the phone with reps (who had no idea), before someone called me back this morning to let me know that the problem is with the system, and may be fixed by January 22nd.
01-14-2013 08:57:38 AM
Having the same problem and it took me 2 attempts with Level 2 support to get it acknowledged that it was a system problem. No they have referred it to Yahoo and promise an update within 72 hours. Over 3 hours on the phone and even they are not aware how wide spread the problem is an just don't seem concerned
01-14-2013 02:46:25 PM
Monday afternoon- Just got a call from a higher level tech (who, BTW, didn't sound like he was reading from a script). He was calling to verify that my email was working again, and yes, it is magically "back on". This was in response to the work ticket that was put in for me over the weekend. Not bad, I guess.
01-15-2013 09:40:49 AM
Got a call from the "escalation desk" late yesterday after I posted to their facebook page. He advised that the "software fix" is now scheduled for january 23rd. He also said he could fix my suspended email, but that has not happened yet. So it seems that we all just wait.
01-23-2013 01:07:31 PM - edited 01-23-2013 02:03:38 PM
I notified them over a month ago about this and still have not had a return call or email about it. I was escalated to tier two with no results
Just spent 57 minutes with about 40 of those at the first tier. Poor guy who was on the line was told by his superior that he could not escalate the call until he made he and I go through all the "steps" to resolve the problem. Finally he gave up and got permission. Next level told me they had to put in a ticket to fix "my block" and they were unaware of the issue in that block. Gee I guess no one put anything through back on November 27th when I spent 1 hour and 53 minutes on the phone with them! (nice to know that AT&T helps me track the time I have to spend on the phone to fix this problem)
01-23-2013 02:37:19 PM
After 6-8 calls over three week between me and a wonderful gal named Charmaine (who works in a new support group related to social media), I finally got my email sub-account reinstated. But only because she kept reaching out to multiple contacts until she found the person who knew how to fix it. Apparently not very many people know/understand the processes for maintaining these legacy domains. Still waiting to see when/if they ever get the online sub-account management tool fixed.
01-25-2013 07:15:07 AM
I just spent way too much time, to have the agent tell me:
"We apologize for the inconvenience, but your account type does not have the option to add subaccounts. (PUM301)" This issue has a tentative deployment fix of 3/12/13.