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Tutor

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5 Messages

Mon, Jul 30, 2018 10:39 PM

Call Protect App is blocking wrong number

The Call Protect App is blocking calls from my daughter.  She is calling from a ATT cell phone.  When she calls the phone does not ring and the call goes to voice mail.  The call shows up in the All calls in the app, but does not show as being blocked.  So I can't go into the app and unblock.  How do I stop the app from blocking this wanted call?

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Brand User
ATTHelp

Community Support

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137.3K Messages

2 years ago

@dunivent,

Since the call is not showing to be blocked within the call log, we can try some troubleshooting of the app!

 

Within the app, can you please change the setting for the Unknown category to Allow? There have been some instances where customers are receiving blocked calls for numbers that weren't previously, and this was an effective workaround.

 

If this does not help, please try uninstalling and reinstalling the app to refresh the app and give it a fresh installation.

 

Let us know if this helps!

 

Trace, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Brand User
ATTHelp

Community Support

 • 

137.3K Messages

2 years ago

Hello @dunivent, allow us to lend a helping hand! When you receive a notification for a blocked call tap on the notification to open to app. Once the app is open, on the call details screen, you can select report of unlock. You can find more information about the At&t call protect app in the article provided. Have a great day!

 

Makaela, AT&T Community Specialist.

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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5 Messages

2 years ago

When I look at the call details for the call I’m not receiving, it shows in the detail that it is not blocked, so I can’t unblock. This number is also listed in my contacts, and I have turned on access in the app. But this one call is always blocked.

Tutor

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5 Messages

2 years ago

I’m still waiting for an answer.
Brand User
ATTHelp

Community Support

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137.3K Messages

2 years ago

Hello @dunivent,

 

We can definitely take a closer look into why these calls are being blocked. A list of blocked calls can be viewed in the AT&T Call Protect app. If a call is auto-blocked as fraud, adding the caller to your address book does not prevent the call from being blocked. To unblock the caller, you'll need to manually unblock them within the AT&T Call Protect app within the call log. Let us know if you have any further questions or concerns.

 

Sean, AT&T Community Specialist

 

 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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5 Messages

2 years ago

As I’ve stated previously, I can’t unblock the blocked call in the app, because it is not showing up as blocked.

Tutor

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5 Messages

2 years ago

There was no resolution, none of the recommendations worked.  I solved my problem by unsubscribing from the Call Protect app and deleting.

Contributor

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1 Message

2 years ago

What is a “report of unlock”?

Contributor

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1 Message

2 years ago

If I uninstall the app, then reinstall, Will I be getting calls from all the robo spammers that I have taken the time to block?

Contributor

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2 Messages

10 months ago

Call protect put a spam risk on my doctors phone number and I missed the call.  How does a number become a spam risk???

New Member

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3 Messages

3 months ago

I am having the same issue. Our complex has a keypad at the gate for guests to contact us, which allows us to open the gate remotely. The phone number that comes to my cell phone from the gate appears in the AT&T Call Protect app as "All Calls" (NOT blocked, NOT flagged), yet when someone dials me from the keypad it automatically sends the call to my voicemail. The number that calls my phone from the keypad is always the same phone number. I have set ALL categories to ALLOW and tested many times, but the calls always get sent to my voicemail. Nothing has worked to allow the calls to come through to my phone.

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