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Teacher

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7 Messages

Monday, May 15th, 2017 4:30 PM

AT&T Access ID temporarily locked

I keep receiving an email that my AT&T Access ID has been temporarily locked. I have gone on and reset the password about four times now (both via the website & on the phone with a customer service rep.). Yet, I continue to receive the email. The rep and I both believe someone is trying to get into my account (it is not me or my other family members). Is there a way I can prevent this anonymous person, presumably a hacker, from trying to access my account?

I have received the email at all hours of the day (including 2:00 & 4:00 in the morning) and multiple times a day (up to 8). I am getting sick of going on and changing my password, just to have to do it all over again. Is there any solution to this?

Thanks!

Tutor

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2 Messages

7 years ago

I have had the same issue going on since last Thursday.  I have spent hours on the phone with support as well as using the forgot my password option myself and resetting my password.  Within 2 to 3 hours I get the same email from AT&T that I am blocked and it continues every few hours.  So this afternoon nothing seems to work to be able to reset my password and get my email working.  They are escalating the issue and I should get a call within 48 hours.  Uggg!!

Contributor

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2 Messages

7 years ago

I am having this issue also. I have reset my password numerous times.  After a period of time,  I will get an email informing me that it has been locked again.  This has been going on since May 11, 2017.

Teacher

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7 Messages

7 years ago

This began for me May 11, too. I will call them again later and let them know other people are having the same issue beginning on the same date. So weird!

Teacher

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7 Messages

7 years ago

The emails began Thursday, May 11 for me too. Please keep me posted with what they say to you. I think I will call later today or tomorrow and report this problem again.

Teacher

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9 Messages

7 years ago

I'm having the same issue if you find out anything please let me know. My user id us lyo846

Teacher

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9 Messages

7 years ago

Dear online members,

 

Please contact AT&T Digital Service center at this number as they have provided me solution to my account. 877-267-2230 option 1 then option 4. I hope everything works out for all of you as this can be a very frustrating moment. Our email addresses are very important and scary when we get unexplained locked email messages. It gives the appearance of being hacked. My account was also stating that the maximum number of attempts to change password. The representative was efficient and resolved my issue. I'm now back into my account However, can't update you whether the locked account email will continue will update you later on.

Contributor

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2 Messages

7 years ago

Are you still getting emails saying that your account is locked?

Teacher

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7 Messages

7 years ago

Yes, I am still getting the emails. However, thanks to Lyp846's advice, I called the number s/he posted and they are escalating the issue for me. Apparently they underwent an system update in May, and that may be what is causing the problem (not actually people trying to get into our accounts). They acknowledged multiple people are having the issue. They don't have a solution yet, but are working on it. I called Tuesday night, and they called me back this morning giving me that update. They also gave me a direct line to call back and a ticket number for my specific issue. They said they will call me and keep me posted on their progress.

If you're having this problem, I'd recommend doing the same thing. They offered to reset my password, but I told them "no," since I've done that multiple times already and the emails keep coming back. They even said that if they reset the password with me, there's no guarantee the emails will stop. So I am just waiting for the issue to be solved, and then I will reset my password for good.

I will post an update on this forum when I hear back.

Tutor

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2 Messages

7 years ago

Customer Service escalated mine on Monday evening and I got a call back earlier today.  I was told the same thing about it being a problem resulting from a system update.  They are working on it but no time frame as far as a resolution.  I was given the phone number of 1-866-790-1150.  She asked that I call each time I received the email as it would help them to better track the problem.  I told them that I had seen on the AT&T forum that a number a people were dealing with the same issue since May 11.  I know it is a hassle to call constantly but maybe if enough people keep calling they will get it fixed sooner.  

Teacher

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9 Messages

7 years ago

I'm glad I could help. Thanks to everyone At&To finally is aware. Hopefully everything will be resolved. Thanks to all of you who notified At&To in regards to the problem.
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