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CNSustaining's profile

4 Messages

Friday, February 23rd, 2024 4:21 PM

ATT Blocking Customer Service Application from Both Ends

My company has had a mobile app for our paid clients to utilize to access our services for the last 5 years. While our website and main domain itself seem to still be generally unaffected, ATT is blocking us from calling our endpoints for users to login to our mobile app, specifically on iOs devices on ATT cellular network. This includes devices connected to an ATT mobile hotspot. (I joined the ATT mobile hotspot of an effected coworker and my own Verizon iOs device was blocked) These same users can log on to a wifi service and immediately get access or any other cellular network and be fine.

There are also some reported issues with users being unable to engage with our plugins on a client's website. (mass market consumers cannot engage with the customer service tool to ask our clients for help.)

I see prior threads where ATT has said they will reach out in DMs but I need to figure out how to unblock this globally and if any other businesses have gotten resolution on this. ATT just started doing this to us within the last 3 weeks.

Accepted Solution

4 Messages

2 months ago

Finally bullied through a support line and located an escalation contact. NOTE - Found the phone number on an obscure reddit post. Not one single phone number on the official contact-us page is helpful in any way.

Found that there were two overlaying issues. Documenting in case anyone else has this issue going forward:

1. There are ActiveArmor settings for security certs that can adjust default behaviors for accepting/rejecting. Some individual users need to clear this out and restore defaults. NO indicators on how stricter acceptance/preservation settings were applied but basically was not allowing our new certs to update for individual users.

2. ATT introduced new handling method for IPv6 on the date of breakage. We had to break an element in our system to allow for this until we can adapt more elegantly. Unclear the technical details but was passed to us by engineers.

(edited)

ACE - Sage

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116.9K Messages

2 months ago

A direct message is not an option. You will have to contact AT&T directly. You can find contact information in the contact us link at the bottom of this webpage.

4 Messages

2 months ago

Every Phone and Chat option there asks for account number or phone number on account and will not allow you to move past without it. I tried this first and also tried this again since your message. Do you have a recommendation for which phone number or contact method on there to use that meets the request I described in my original message? Or is there one you have spoken with and verified yourself that maybe I missed?

Other providers over the last 3 years have reached out exactly like I've done and gotten a response from AT&T indicating they will provide more help via DM FYI.

Community Support

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231.2K Messages

2 months ago

Hi @CNSustaining,


Thank you for reaching out to us. We understand your concern regarding the account, let's get the help you need.

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page (https://www.att.com/support/contact-us/), and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.


Feel free to reach us if you have any other questions.

Thank you for contacting AT&T Community Forums.

Kevin, AT&T Community Specialist

4 Messages

2 months ago

@ATTHelp  per your response "If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help."

It is NOT account specific! This is impacting your subscribers on your cellular network at-large. Per my response above your contact-us page cannot be used for this kind of support as there are no options that reflect this on the page and all contact methods require an account number. 

How should I proceed?

ACE - Master

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10.4K Messages

2 months ago

If you can’t get through on the phone, try filing a BBB complaint.  AT&T stopped doing DM responses to forum posts early this year, of all of those old post references to DMs aren’t relevant anymore.

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