Call Protect Blocking Legitimate Phone Calls??

I just discovered I had accidentally blocked the individual's number .  The reason I previously missed it is two-fold: 

1. The iPhone contacts book does not indicate whether an individual you have entered has their number blocked - everyone looks fine, even if you've accidentally blocked their number,
2. when you review blocked numbers under settings/phone, since they are listed alphabetically, phone numbers without an associated contact name come first, and those with a name are listed later.  When I scrolled through the rather long list of telemarketer numbers I've blocked (sigh FCC, can't you fix?), I got down to the 925-xxxx numbers that might have included the caller's, didn't see it, and didn't bother to scroll to the very bottom, where the person's name (not number) was listed, after all of the other spam numbers I've accrued.

Lesson learned. Scroll all the way through everything!  I'm going to reinstall Call Protect, assuming it wasn't the culprit.

What you see and what you get for contacts via iOS Contacts app is different than via iOS Phone app (i.e. Contacts tab (middle tab) within the Phone app.) The GUI is more or less the same either way but when you view a contact via the Phone app, the call blocking status shows up way down at the bottom of the individual contact display (you may have to touch and slide i.e. scroll to see it.) Another thing is that, if you are signed into multiple communications accounts that support contacts, you can select different contacts "Groups" to be displayed in Phone contacts than in Contacts. 

Hello @angryyyy, we're are sorry that this has been a frustrating experience for you. We do our best to assist and resolve any concerns out customers have. 

We'd like to investigate why the Call Protect App is dismissing some of your calls and voicemails.

With more details we can work towards resolving this for you:

• Have you tried reporting numbers as not spam? You can do so by clicking on the number from the Call log, then click report and follow the steps submit the feedback.
• Have you tried blocking the numbers and unblocking it? Have you tried switching spam risk to send to voicemail and check what's happens?
• Have you tried removing and re-downloading the app?

Please let us know.

Jonye, AT&T Community Specialist

I have done all of the above and tech support has walked me through all the checks and diagnostics 2 times in the last mn and twice before about a yr ago. It’s been happing 90% of the calls and 50% of the voice mails. I’m waiting to hear from whoever tech elevated the problem to last night after wasting another 4 hrs of my time. It’s hard to know what numbers are spam and which ones are not. Also I don’t even know anyone attempted to reach me until I look in the call blocking app. It’s been down loaded phone restarted several times and app put back on. We’ve done a bunch of factory resets with me loosing some important files and pictures each time. Since I can’t spend all day looking at the app to see if a call comes in and then spend money looking to trace the phone number to see if it’s really a stranger calling me for something like setting up a new couch I order and it only harms everyone to mark a true spam call as not, I have resorted to just plain removing the app. In the last 30 days the app blocked 84 calls. Unfortunately my phone checks out as 100% working with no diagnostic problems so I’m ready to leave ATT and this nightmare behind me. I have a phone because I need to receive medical calls. I’m not interested in getting a second phone to do what my first one should be able to do. I just need to find a company that I can port my existing phone to at this point.

Based on the number of people on various sights are having with their phone not receiving calls I can tell this problem is happening way too frequently and has existed for some users are far back as 2017. What ever programming error on ATT that the higher up found a month ago as the reason should have been corrected back in 2017 and not be a problem for your customers.

im done wasting time with Att. If I billed you for the hours I missed work for you’d owe me over $1,000. The hours I missed can’t be made up. They are just lost opportunity.

BTW, if ATT is now on their 4th investigation of this issue in 15 months you’d think there was enough data to figure it out since it’s not the phone. 

As I said before, Tech support has walked me through all of these steps 4 times so far. If you want to investigate it more then have the person that last nights tech escalated it to contact me to hopefully get it right and resolve the issue on the fourth time of them supposedly fixed the problem but then it doesn't last more than 36 hours.  

We appreciate your feedback, @angryyyy.

We understand this must be really frustrating.

There is a known issue about the Call Protect app for some of our customers that our techs are working round the clock to fix. 

We recommend you reset your profile on the app, uninstall and then reinstall the application. Try that out and see how it works.

Also try out some third party spam filters while temporarily disabling your Call Protect app for about 24 hours to see how that works.

Let us know how it turns out.

Doyin, AT&T Community Specialist.

I have un installed and reinstalled each of the 4 times while techs were double checking everything that might be the cause. I have done several factory resets as well. The problem continues. There’s no need to install a 3 rd party app to block spam callers because I have been waiting for 2 call backs that were to happen 3 & 5 hrs ago. My phone with call protect removed and rebooted 3 times after 30 second wait and a 4 th time after being off for 15 minutes before restarting the phone. Needless to say my phone not only hasn’t rung but the tech last night said someone would reach out to me today. I guess that call can’t get through either. They were supposed to email me if they couldn’t reach me and there’s nothing wrong with my email. 

Hello @angryyyy, We're sorry you didn't receive a call as scheduled. Please create a separate thread so that we can invite your whole post private and review you account for the prior cases that were created.   

Jonye, AT&T Community Specialist  

Now, more than 4 years after this post by "BlueWombat59" and "angryyyy" were made, and the very same thing happened to me in the past few days. AT&T's Call Protect app is STILL doing the same thing. My wife drove to a local AT&T and a smart tech figured it out right away and solved the problem for me.  

If the tech at AT&T in South Carolina and the AT&T Help person here on this forum know there is a problem with the Call Protect, a product put out by AT&T, why in the (Edited per community guidelines) don't they figure out why it does that?? I tried to find out if I had some setting on the app that would cause it, but their app is not so user friendly as to reveal that for me, one of their own techs in a local store found it.  As I said, it is now well over four years since the original problem was posted here, I'm sure this is not the only time this has happened, you would think AT&T employees would give feedback to their app developers so that this problem can be remedied. 

As for you folks at AT&T, I have tried your app twice, it has failed me and I've not been overly impressed by this product. I will never buy it again, and any time I can alert people to the problems I encountered with this app, I will do so. I will discourage people. from signing up for $3.99 a month for an app that is worse than a virus! Keep your app, it does more harm than good, and your lack of taking responsibility for this poorly designed app is also a red flag that proves AT&T is not really here to help make phone usage better. On the contrary, AT&T has developed software that makes things harder.