sbumpusb2's profile

New Member

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11 Messages

Sat, Jun 4, 2022 8:07 PM

ATT issue connecting to Microsoft Teams and LinkedIn

Hi,

There is an issue with our AT&T connection. We cannot connect to certain sites such as Microsoft Teams and LinkedIn.

Other sites work just fine, but not those two. We tried connecting via a different WiFi away from home, and the sites loaded. They will not load at our home though.

Contributor

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5 Messages

Il y a 4 m

@jaclynarnold So far my devices have been working since yesterday afternoon and are still working as they should. Judging by my call logs, it’s around 30 hours and still working. 

AT&T gave me a case number and that’s what I referenced each time I called. They kept updating the case with each call that I made in. Apparently if enough time elapses with a given case after it has gone through X number of phone representatives, it starts moving up the chain. I called every single day and kept on being adamant about needing it fixed asap and eventually I got in contact with someone that could do more than read canned answers out of a manual. Was not a short or easy process and I don’t know of any key words to expedite the process.

These “AT&T Community Specialist” canned responses are absolutely annoying though. Often, they have nothing to do with the actual issue and give a false sense of something being “easy to fix” by the user. AT&T’s whole system of engaging issues needs an overhaul. When you call in for help and their first step is “let’s try restarting the device”, it makes you want to jump out of a window. 

(edited)

JefferMC

ACE - Expert

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29.9K Messages

Il y a 4 m

The thing is that a lot of problems can be fixed simply by restarting the device; the problem will not quickly recur (if at all) and that user never had to talk to a human (and that one to one interaction is relatively expensive compared to the automated attendant, web pages, etc.)   My problem is that once you (are/should be) past that stage, there's no way to turn it off.  The third call from the same phone number in 72 hours should not get that suggestion.  Likewise, I really wish they'd put more experienced and capable people in ATTHelp rather than people who appear to take response suggestions from a bot without adding a lot of critical value.

Contributor

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5 Messages

Il y a 4 m

@JefferMC my issue is that my 97 year old grandmother would always ask me to help her fix something on her phone after telling me that she had already tried restarting it; likewise, my 5 year old nephew knows to restart his device to try that as a first-line fix. If these two extremes know to try restarts before all else- I can assure you, the common consumer does, too. 

To me, a phone specialist telling a caller to restart the device is like calling a tow truck to tow your broken down car and the tow guy asking if you tried cranking the car with the key to see if it would run.

I believe VERY FEW people get to the point that they’re calling tech support, fighting through an autonomous menu bot, and waiting on hold to talk to a specialist to finally get to said specialist and say “Gee wiz! I never thought about restarting my phone!” I used to work for a marketing and consumer research firm and 99.8% of correspondence said that a “restart suggestion” from a tech was unhelpful- I believe the remaining .2% simply didn’t understand the question.

(edited)

JefferMC

ACE - Expert

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29.9K Messages

Il y a 4 m

Err0xx, we'll have to agree to disagree.  Unfortunately, a lot of customers seem to be on the same level as ATTHelp.  Your grandmother and nephew are exceptional, because apparently you've trained them well, and they listen.

I would also argue that one reason that you think everyone restarts the phone is because of this very message that tells you to do so; were it not here...

Contributor

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9 Messages

Il y a 4 m

I don't want to jinx it but my phone is keeping a connection to Teams on at&t mobile as of this morning.  I've been using Teams on mobile for over 4hrs now. My coworker that was having the same problem reports that his iPhone is now maintaining a connection to Teams on at&t mobile as well as of today.

Fingers crossed that this issue has been fixed.

New Member

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8 Messages

Il y a 4 m

I just checked with VPN disconnected and with mobile data I could load linkedIn, office.com and teams.microsoft.com also.  I will give it a week or two before I cancel the VPN service.  But hopefully it is fixed for real now!!!

I tried hotspot without VPN and cannot connect to everything or Teams calls though.

(edited)

New Member

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3 Messages

Il y a 4 m

Hey everybody,

Just wanted to post an update. I can still access all my microsoft services since posting my issue was resolved. Since that resolution I'm just now figuring out that all text communications to non AT&T users have ceased. Several colleagues have been texting me and I've not received anything. I have been texting with no responses as well. I only found this out when a customer called me asking why I wasn't responding....this is unacceptable and if not resolved tomorrow I'll be porting my service elsewhere. Great job AT&T.

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