sbumpusb2's profile

New Member

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11 Messages

Saturday, June 4th, 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.

JefferMC

ACE - Expert

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30.9K Messages

8 months ago

@ashilcoski interesting.  Can you TRACERT the "mobile" IP address and CNAMEs (on and/or off the AT&T Carrier network)?

The IP I get from the DNS servers that I am using is: 52.113.194.132

The CNAME I am getting is s-0005.s-msedge.net

I got the same answers from AT&T's, Google's, and Cloudflare's.  Verizon wouldn't answer me.

(edited)

New Member

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3 Messages

8 months ago

Everyone,

Wanted to share my issue and resolution. Experienced the same issues outlined in this thread and went through extensive troubleshooting, even factory reset my device. VPN was the only workaround and thats not a solution. Finally I called AT&T support and opened a high sev case, spent a few hours on the phone. I was disconnected from the network for about 10 minutes and now I can access all microsoft resources again. 100% confirmed the issue was on AT&T's end.

Contributor

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5 Messages

8 months ago

I could not access any Microsoft services via AT&T Cellular. OneDrive would display no files and say refresh error if I tried to refresh them. Bing.com would not load- it would say that an error occurred. Teams would not work. If I turned on a VPN, everything would work properly; however, using a VPN is a band-aid and not a solution. I didn’t have VPN access on my iPad, which is my primary working device, so this only worked on my phone.

Like Infosecjosh said above, I had been in communication with AT&T for a few days and I was very adamant with everyone I spoke to about escalating this up and up. I use OneDrive and Microsoft services for my business and work mostly on-the-road so this was absolutely a critical aspect of my business. Finally I spoke to someone who claimed to be in an engineering role, I was on the phone with them for about an hour and they disconnected my devices from the network and did some fixes on their end over the course of 15 or so minutes then they restored my cellular connectivity. Now everything works as it should. I didn’t understand what he said the issue was but it was something that corrupted related to the identifiers of my cellular network and it was causing Microsoft services to reject my connection requests.

The issue was 100% on AT&T’s end and they were able to fix it for me. Keep on pushing with whoever you talk to on the phone and they will eventually put you in contact with someone that can help. Customers shouldn’t have to go through all this to get their service working again, but that’s the world we live in.

(edited)

ATTHelp

Community Support

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207.5K Messages

8 months ago

Hey, ! Let's get you back connected!

 

Reset your network settings to refresh your connection. Resetting the network restores the default settings on the device. Be aware, Bluetooth pairing and Wi-Fi settings are deleted and will need to be re-added. You will not lose data like pictures, videos, or text.

    • iPhone: Settings>General>Reset>Reset network settings
    • Android: Settings>General Management>Reset>Reset network settings

Next, visit our AT&T Wireless Support webpage and select Get Suggestions. You'll be directed to the Fix an Issue section. From there you will select your device then navigate back to that section and click Connection>Internet. Then follow the prompts and you'll come across very helpful personalized solutions.

 

Please come back and let us know if this helped! Thank you for connecting with AT&T Community Forums!

 

Jonye, AT&T Community Specialist

New Member

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8 Messages

8 months ago

@infosecjosh, @ Er0xx - I had an ATT rep say that I was experiencing this because of the high traffic during the holiday weekend and did what he described as a "hard" reset.  It worked wonders on BOTH of my phones, BUT only for maybe 20 hours before I was corrupted again.  He mentioned I got put on bad parts of the network because of the traffic.  Later at the ATT store they basically put in a zero out IMEI number to get me off the network then put me back on to reprovision, it worked for less than 5 min before I was corrupted again.  I have the subscription VPN now because I am EXHAUSTED with ATT after 10+ hours of endless hours on the phone and in the store with them.  I am the same needing to be on the road on calls on my phone without wifi or using my computer via hotspot.  I don't even really know that I can get to the right people when I do call ATT again.  They all do the same thing you see in this thread above from the reps that pop in and out randomly.  If you know the key words to tell the autobot that routes that calls I would appreciate that.  Also, how long has yours been fixed?  I would of said I was I fixed last Wed, but I was back corrupt on both phones the next day.  It is so weird and maddening.  Thanks for your information.

Infosecjosh
Infosecjosh

ii

(edited)

Contributor

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5 Messages

8 months ago

@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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30.9K Messages

8 months ago

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

8 months ago

@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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30.9K Messages

8 months ago

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

8 months ago

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.

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