Tutor
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5 Messages
Can't sign-in to att.com with Apple Safari browser on Mac, iPad or iPhone.
Sign-in works OK using the Firefox browser, but AT&T web development team seems to have made a recent change without testing it on Apple Safari or other browsers. Note that I've not updated my devices in the last month, so the problem seems to be isolated to a change that AT&T made, not any change from Apple.
I've made at least half a dozen phone calls, and no one seems to know where to route my call to get this issue in front of the right people. The problem is apparently affecting a few million AT&T customers, and I'm hoping to help the company avoid losing them out of frustration, such as being unable to sign-in and pay their bill. Is anyone from AT&T monitoring this forum? Does anyone there care? Does anyone within this online community know a resource to direct me to?
Please help.
Wayne
ATTHelp
Community Support
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231.5K Messages
6 years ago
Hello @wcaswell,
Welcome, and thank you for bringing this to our attention via the Community Forums! I definitely understand the importance of the situation, and would be more than willing to help.
I will be passing this information up to our web development team, so they can take a look at this on their end.
Let us know if you have any additional questions or concerns while this is being worked on.
Jax, AT&T Community Specialist
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wcaswell
Tutor
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5 Messages
6 years ago
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ATTHelp
Community Support
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231.5K Messages
6 years ago
Hello @wcaswell.
I see, thank you for providing those details. I’ll see what I can do to get this process sped up. Can you provide me with the software versions for all the devices? Once they have this, it should help them locate the root of the issue quicker.
I look forward to your reply!
Jax, AT&T Community Specialist
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wcaswell
Tutor
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5 Messages
6 years ago
MacBook Pro (Retina, 13-inch, Late 2013), 2.6GHz Intel i5 processor, 16GB RAM
macOS Sierra Version 10.12.6 with Safari Version 11.1 browser
iPhone 6S Plus, with iOS 11.3.1 and Safari browser
iPad Pro with iOS 10.3.3 and Safari browser
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ATTHelp
Community Support
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231.5K Messages
6 years ago
Hello @wcaswell,
Thanks for providing the requested information. I have passed it up to the development team, and will be sending you a private message for further investigation on the issue.
Jax, AT&T Community Specialist
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wcaswell
Tutor
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5 Messages
6 years ago
The problem seems to be fixed now. Thanks
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rakgupta
Tutor
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9 Messages
5 years ago
The login problem seems to be back? I cannot login from Safari (13.0) - cleared cache/website data and that seems to have created more of an issue. I can ONLY seem to log in using "saved" logins in Firefox and Chrome. In Firefox, if I type in the username/password it does not work (I can't do this in Safari because all browser data was cleared in order to try solve this issue).
Anyone else having this problem?
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wcaswell
Tutor
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5 Messages
5 years ago
I spoke with rakgupta yesterday when I reported this problem. I've had this problem for at least the last two months when trying to pay my bill. Obviously I was able to find a work-around each time. Yesterday I was able to log-in to the Support forum and from there find my way to the page where I could pay. That's when I called to report the problem as a bug in the log-in (https://www.att.com/my/#/login) panel. When we tested the log-in with the Firefox browser instead of my default Apple Safari browser, it worked OK.
It seems that AT&T needs a Change Control system and an improved testing process. Changing software without testing it on all customer platforms is unacceptable. I wonder what Apple would say if they discovered that AT&T log-in problems occur so frequently on Apple devices and browsers, because changes weren't properly tested there. Would they still allow AT&T to sell iPhones; would they change their pricing discount; or would they reach out to AT&T to help with a fix. Either way, I hope this gets fixed soon and made so it does not happen again.
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ryanpulliam
Tutor
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7 Messages
5 years ago
I am having this same issue... Can't login via the Safari Browser! Absolutely terrible.
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Steve0613
Contributor
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2 Messages
5 years ago
I'm having this exact issue on my Mac. I've been thinking it was ATT and then I logged in from my iPad browser with no problem. Its just safari on the Mac that is causing this. They need to fix this. It almost cost you a customer today. It says to clear your cookies. I have done that. I cleared just ATT website data at first. Then I just cleared everything. This is pathetic.
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