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2 Messages

Tue, Aug 4, 2020 2:27 PM

AT&T Call Protect automatically blocking calls from a hospital's patient rooms

My spouse is currently in the hospital, and the phone in his patient room has been flagged as a threat by the AT&T Call Protect app.


I suspect that this may be because someone used the number for the purpose of “neighbor-spoofing.”  But this presents a serious issue for anyone who uses AT&T Wireless, the AT&T Call Protect app and who may have a loved one in the hospital.


When my spouse tried to call me from his new patient room this morning after being transferred out of the ICU, he was unable to reach me because AT&T Call Protect was automatically blocking the calls.


It may be a good business practice to flag the NPA-NXX and blocks for health care facilities in AT&T's database in order to provide additional review before adding a number to the AT&T Call Protect app’s block list.  Since I’m not able to be at the hospital, I can’t imagine what would happen if a doctor were trying to reach me with important information, only to have the call blocked by a well-intentioned AT&T app.


Of course, there is no way to reach customer service for AT&T Call Protect, so I'm hoping that an AT&T rep will see this post and forward the concern onward.  Given the pandemic and the fact that loved ones are barred from visiting hospitals or being on-site with the patient, and the fact that neighbor-spoofing is now so widespread, the minimum that AT&T should do is to ensure that POTS or VoIP lines belonging to healthcare and other similar facilities are carefully screened before adding them to a nationwide call-block list.


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147.6K Messages

7 months ago

Hello @sean_dc,


We're very sorry to hear that the phone number your spouse is calling you from is being blocked by mistake due to the AT&T Call Protect app.


The best way to prevent this from happening in the future would be to fill out the requested information at this link and Report an incorrect caller identification in Call Protect.


Hope this helps!


Sean, AT&T Community Specialist

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2 Messages

7 months ago

Sean, thank you VERY much for relaying the URL to report a number incorrectly flagged as spam or fradulent in the AT&T Call Protect app!

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