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57 Messages
International Messages not Being Delivered
[Re-posting as a THIRD TIME because AT&T marked my second post as "Private", now without any notice or solution.]
[Re-posting because AT&T marked my previous post as "Private" with a stated intention of contacting me to solve the problem, yet they have failed to call me when it has far passed the scheduled time, falling in delivery of even this smallest promise of an attempt to get to know about the problem.]
Three years ago this time, my AT&T wireless number suddenly started to have difficulties delivering SMS messages out to selective international mobile numbers without clear pattern. I spent about two weeks with nearly 5+ hours per day speaking to various departments of customer support, visiting local AT&T direct stores (not just authorized stores), and switching between SIM card, devices, and carriers back-and-forth. Eventually, it was found by the "Advanced Tech Support" department on the phone that there were some very particular network-level (regular customer service rep cannot see this) blocker that AT&T network had automatically induced on its connecting network with T-Mobile. Upon removal of such, my international messaging resumed working without randomly discriminating phone numbers for delivering messages.
Now, it has happened again... Only more difficult to find whoever that is able AND willing to be helpful.
Question: how exactly is the current best way to reach, if they still exist, "Advanced Tech Support"?
N.B. Some of the routine "troubleshooting" by regular tech support is actually going to mess up my mobile service (E.g. knock out LTE, knock out 4G, knock out service at all), according to tons of past experiences
//Update 20210831
I just tried a few hours on the phone today again and finally got through to the Advanced Tech Support who was able to see the recorded errors (no details) of my messaging in their system. However, there is an actual carrier (name not released to me) who controls the transmission of the international messages and the blocking threshold and that is the only entity who can solve this problem. The AT&T Advanced Tech Support representative called that carrier entity at three different telephone numbers without being answered...
As of now, AT&T Advanced Tech Support has sent an e-mail to said carrier (whose automatic response said, "...[will get back] soon"...), and I have no case number, direct line number, or other ways to follow-up except a hopeless waiting game...
Perhaps FCC and FTC is the best next step in a few days.
I do intend to keep it updated, with or without solution. As for the previous time (when it happened in Aug, 2018), a network-level blocker was eventually removed (I was not told regarding by whom), according to AT&T tech support. It was only mentioned that the blocker had been "automatically induced by AT&T but placed with T-Mobile", which sounded very strange... So, I suppose this is definitely a solvable problem in theory, but it is more a problem of getting the particular person to do it.
//Update 20210901
Re-posting because AT&T marked my previous post as "Private" with a stated intention of contacting me to solve the problem, yet they have failed to call me when it has far passed the scheduled time, falling in delivery of even this smallest promise of an attempt to get to know about the problem.
//Update 20210901-2
The aforementioned AT&T support agent eventually contacted me within the day of the originally scheduled time and established a case in the system for tech team to work on, plus a direct line number (with extension). Currently awaits follow-up.
//Update 20210904
Notwithstanding the attention by an attentive community specialist representative, the AT&T Tech Team, who are actually capable of doing more, has still again failed in providing with convincing efforts but only a very broad statement of absence of resolution, quoting lack of information, regardless of multiple paths of clues that I have continuously supplied and been emphasizing. AT&T system SMS notification has indicated that they have closed my UNSOLVED case.
Meanwhile, no news from the other Advanced Tech Team and no means nor reference to follow up with them regarding the recorded errors that were seen in the system.
Currently planning to attempt a few more times next week and then proceed to a formal complaint with both FCC and FTC.
nanjingk010
Tutor
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57 Messages
2 years ago
//Update 20210910
The first representative from the Advanced Tech Team followed up, stating that the aforementioned other carrier/entity had responded to our earlier inquiry about the about 70 error records of my messages in the system. The said carrier/entity stated (to the representative) that errors "...[had been] cleared, and you [I] should be able to receive [international] calls again". HOWEVER!!!!!!!!!!
1. Having stated countless number of times, the technical problem that I am experiencing is with SMS TEXT MESSAGE, NOT CALLS;
2. The problem is NOT RECEIVING, but SENDING AND DELIVERING MESSAGES;
3. ALL SMS TEXT MESSAGES from my mobile number is being received by other mobile phones, DOMESTIC AND INTERNATIONAL;
Now, again, I have no further way of following up or solving the problem through this channel, and it is counting close to a month so far.
Meanwhile, the Community Specialist informed me that the case that they established through their channel is still being under review.
I am still really hoping to receive some actually solution from any of the technical teams.
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ATTHelp
Community Support
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225K Messages
2 years ago
Hi @nanjingk010, I have a case update to discuss with you.
Please let me know when you're available to speak.
Thank You,
Jonye, AT&T Community Specialist
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nanjingk010
Tutor
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57 Messages
2 years ago
@ATTHelp Hi Jonye, thank you for following up! If you are available between now and 9:30 a.m., that would be great. Or, 12:00 p.m. works, too!
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ATTHelp
Community Support
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225K Messages
2 years ago
I'll give you a call now @nanjingk010.
Thank You,
Jonye, AT&T Community Specialist
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ATTHelp
Community Support
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225K Messages
2 years ago
Thank you for speaking with me today @nanjingk010.
Here's a recap of our live interaction:
We've concluded that with research we couldn't find any errors in order to provide a solution for you.
You did ask for me to re-open your case and add additional notes which I did.
Your case ID remains the same: CM202010901_150748228
I'll keep you posted with all case updates.
Thank You,
Jonye, AT&T Community Specialist
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ATTHelp
Community Support
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225K Messages
2 years ago
I have a case update available for you @nanjingk010.
Please let me know when you're available to discuss it.
Thank You,
Jonye, AT&T Community Specialist
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nanjingk010
Tutor
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57 Messages
2 years ago
@ATTHelp Sure, anytime now. Thanks.
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nanjingk010
Tutor
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57 Messages
2 years ago
@ATTHelp Hey Jonye, quick update! Just after our call today just now, I tried testing again. The problem unfortunately persists still...................... Selective, no clear pattern, SMS messages are still not being delivered as if random yet particular characters, words, phrases are causing its corresponding entire messages to be not delivered! It is actually a bit scary that I have no idea what exactly is the "rule" for this blocker, since I was just texting daily conversations and chats as simple as greetings and so on...... If possible, please re-open the case with this update describing the selective-ness of messages being blocked. Since some messages are going through, it is not because of my mobile phone, so the tech people should not simply blame my device as the excuse; plus, it is still nearly a half year before the February shut down of support of older devices.
Feel free to call me back if any details needed.
Thanks!
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ATTHelp
Community Support
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225K Messages
2 years ago
It was a pleasure speaking with you again @nanjingk010.
Your kindness, patience, and understanding is greatly appreciated.
Let's recap our live interaction:
Your case has concluded that with further research, this isn't a known/trending error so at this time we're unable to provide you with a solution.
We recommend upgrading your device as you're currently using a 3G dependable device. We do understand you'd prefer a alternative method. It's just that we've exhausted all solution available.
If the issue persists, please reach back out again and let us know. We'll re-escalate the case to pick up where we left off and we'll add new notes for further investigation.
Thank you for reaching out to the AT&T Community Forums Team.
Jonye, AT&T Community Specialist
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nanjingk010
Tutor
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57 Messages
2 years ago
@ATTHelp Also, just tested a few more recipient numbers and some are still not receiving anything at all from my sent messages... It does seem like the good signs of very few successfully sent messages were merely a short-lived recovery and the problem unfortunately has not been cured...
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