Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
Need to update email settings?
E

New Member

 • 

5 Messages

Wednesday, January 5th, 2022 3:24 AM

Free ATT Email Accounts Suddenly Disabled?

My mother no longer needed AT&T service but kept her email address as AT&T offered that for free.  The email account stopped working today.  She called support and was told that a memo was sent today that AT&T would no longer support free email accounts.  Support said that the notice would not be made public and that they could not share it with her since she no longer paid for an AT&T service.  I can't find anything posted in the forums or publicly elsewhere and this certainly sounds suspect.  Is there any truth to this?

This has left her with 20+ years of email that she cannot access, no way to migrate it, and no advanced notice to migrate/save it.

I also want to mention that she is an AT&T retiree with 30+ years of service.  Not really a good way to treat customers or retirees.

Accepted Solution

Official Solution

Community Support

 • 

232.2K Messages

2 years ago

We're here to help point you in the right direction for your mother's e-mail, earlsrock!

 

We have a current known issue we are facing, where we are unable to request password resets for AT&T e-mails that do not have a verified CBR, recovery e-mail, or residential address. This may be the case in regards to that e-mail.

 

While we do not have a current estimated time for a resolution, we suggest reattempting to login in 72 hours via Currently.

 

If your mother does have a verified CBR, recovery e-mail, or residential address, she is eligible to get her password reset. We suggest having her contact us on the AT&T Community Forums.

 

Let us know if this helps! Thank you for being a part of our AT&T Community!

 

Donovan, AT&T Community Specialist

Former Employee

 • 

32.9K Messages

2 years ago

This is news to me. If what customer service says is true there would be thousands of posts here so far yours is the only one I’ve seen. 

Former Employee

 • 

32.9K Messages

2 years ago

Was it an and globalnet address? I have seen quite a few posts about not being able to login. 

New Member

 • 

5 Messages

2 years ago

It is an att.net account.

Thanks,

New Member

 • 

5 Messages

2 years ago

All:

Thanks for the details.  We'll try again tomorrow and see if there is an improvement.  If it does end up being the case, being lied to by a support rep really is disheartening.

Thanks,

New Member

 • 

5 Messages

2 years ago

Thanks for the feedback all.  A password reset worked yesterday (albeit not all devices could login afterwards - so we are looking into that).  Either way she has access now and can migrate away.  Sad that a support rep would misguide her.

Thanks!

New Member

 • 

1 Message

2 years ago

Same issue since Jan 8th My husband has not been able to access his 20+years att.net email. We've been & still are a LOYAL PAYING CUSTOMER with AT&T since Bellsouth days!  We had no idea his email was considered a "Free Email" especially since Bellsouth helped set it up! AT&T disassociated his email address from our existing account, name & mailing address. Have spent cumulative 10hrs on the phone numerous days & numerous Case #'s telling us "It's Technical difficulty on their end, security problems caused by ID changes through the years, won't let technicians reset his password". "Advised only back-office personnel with authority can send a code to reset".  Now, almost 1 month later, I called once again for the status of that "reset code" from back-office. I was told there is "Nothing they can do to reset his password" I'm struggling to comprehend the way AT&T is handling this issue.

 

New Member

 • 

1 Message

2 years ago

and now it's happened to me.  suddenly cannot log in to email. it "doesn't recognize" my last name billing zip code to reset password and it's now I"m t old considered a "free email" ... I had att internet for a dozen years when created this email and even though I hate ATT customer service I kept it just for the  address as it's for my BUSINESS... and now suddenly it's a free email and I cannot reset password. called tech support and  after 30 min finally pulled out of them that all they are able to do to "authenticate" account is exactly what I'm doing, trying type last name and zip code which it doesn't accept.  I started the email, I own the business, I pay the bill.. but doesn't recognize my name.   what the (Edited per community guidelines) is going on.... 

(edited)

ACE - Guru

 • 

9.9K Messages

2 years ago

Moving this entire thread to the new Email forum.

@allmysonsaluminum  You might consider starting your own post in the Email forum under the Login & Security section.

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.