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New Member

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2 Messages

Wednesday, January 13th, 2021 1:41 AM

IP Passthrough

I came across someone else’s post that I came here to comment on, but then read another post about IP Passthrough where AT&T posted a link to “learn more”. So I have this question...why am I always redirected through that stupid loop when I only have wireless (that in which I’ve disabled the VPN abs deleted the app) and my home internet is through Xfinity?? I’m sure I know what the responses will be, but I’m getting info for my own simply to put all the pieces together and am no longer searching “help solving” any issues since coming to AT&T wireless (because that’s ALL it has been and zero resolutions). I mean, it shouldn’t be a big deal that I have had zero service for days because no one can seem to activate a SIM card on my device (existing device with a device payment agreement bought from AT&T) despite 2 trips to stores and hundreds of phone calls! Done paying this bill. 

Community Support

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230.7K Messages

3 years ago

Hi @Case,

 

Thank you for reaching out. We'd like to take a closer look into this for you.

 

To better assist, we want to know:

  • when did this actually start
  • what specific device are you using
  • are you having trouble with calls, texts or data
  • did you completely sign out of the VPN and try connecting to plain Wi-Fi
  • are you able to connect if you are not at home

Please also send us your zip code so we can check our towers nearestt to you.

 

We hope to hear from you soon.

 

Doyin, AT&T Community Specialist.

New Member

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2 Messages

3 years ago

Hello,

Sorry, I just haven't had the energy to respond because it has been so many things and impossible to even relay how it has affected our lives. My line seems to be the most dramatically affected, but that is a whole separate long story with accounts being compromised through my Outlook work email. However, my nightmare with AT&T began before I was an actual customer, from the minute we attempted to place an order online for 5 phones and new service. Immediately after there were emails with several different account endings, but not the whole account number where I could do anything and I even was told "I did not have authorization to view that" the very first time I logged into the account that evening (apparently I was somehow changed to secondary access on my own account). This happened three separate times of multiple accounts when trying to switch until I finally paid way more doing it in store in August (and my monthly bill is higher for 4 phones than it would've been for 5). Yes my service is affected, in fact I guarantee that is how my two factor was bypassed on said Outlook account at a large health system/University. I have all of this documented including the links I am rerouted to with SSO privileges and very odd redirects. My apple watch that I have never hooked up with you shows in my account and I have called at least 15 times to activate a SIM card that still is not activated. My device is reflecting as a "non AT&T device" or "generic device" since the beginning (it intermittently has shown accurate after a million complains) but it was showing number synced with a number beginning with a 601 area code in my OWN ACCOUNT (I have a picture of that as well). I cannot get Zenkey removed to save my life that I stupidly clicked on to try and immediately deleted the app because it was not working at all- which I am sure plays a part in why my SIM is "unable to be activated", my device says it is locked by carrier but I have been told it is not by AT&T staff. I had calls and texts on my online record that I did not make, which I know without a doubt they did not come from my device because the person they were to was sleeping next to me and neither of our phones reflected any of what was shown online. It has truly been a nightmare that no one could even understand without having to go through it and waste hours daily accomplishing nothing on phone calls, chats and emails. My zip code is 48820 and my device is an Iphone 11 pro. Yes I completely removed the profile and turned the VPN off long ago (I have pictures when I was using it where I would go into the app and it would briefly show "another VPN is running" with orange letters before it changed to being "on"- and I did not have another VPN installed or app for one on my device). Thank you for looking into this matter!

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