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Thu, Sep 17, 2020 1:38 PM

Repeated problems. Tech support no help

My daughter's line sporadically stops receiving any texts (SMS or MMS) and we have to call 611 and go through 60-90 minutes of troubleshooting each time before they open a case with the network engineers who always solve the issue in 24 or so hours.


It is not a problem with the phone.

It is not a problem with the settings.


The last time they fixed the issue I immediately called 611 and told them that whatever the network engineers had done had worked and I wanted a case opened for them to investigate the (Edited per community guidelines) cause and fix it permanently. It has happened 5 or 6 times since April 2020.


I've now had to make this request twice and call back for status twice and been told, both times, that we need to go through the full troubleshooting before the network engineers will look at the case. That is, go through troubleshooting when the issue isn't happening.


Is there any way to get in contact with someone above level 1 to discuss this issue in depth?


AT&T is one more occurrence of this issue away from losing a long time customer.


Brand User

Community Support


136.8K Messages

a month ago

Hello, @JustThat,


Thank you for reaching out. We'd love to help. Could you let us know what type of device this? Which troubleshooting steps did they run it through? Please let us know.


James, AT&T Community Specialist

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