Email problems and AT&T unresponsiveness

Tutor

Email problems and AT&T unresponsiveness

I've had an AT&T email address for years -- in fact, when I switched my ISP, I actually began paying AT&T for my email address so I wouldn't have to reprint all my business cards and notify everyone I know. This is beginning to look increasingly foolish since, in the past nine months or so, my AT&T email has become increasingly unreliable. The problems began when AT&T switched to Yahoo mail. Ever since, I periodically find that I can't send email to Verizon.net addresses, even those I have often communicated with before; the messages bounce back with a Mailer Daemon saying that the Verizon server was "unreachable for too long." The really annoying thing? It takes two days for the bounce back, during which I am unaware that my message never arrived. Every time I've tried to address this with AT&T over the phone, I've spent hours in Customer Service {word filter evasion} and been told some variation on: a) It's a known engineering problem and we're fixing it; b) It's Verizon's fault; c) No idea what's going on. Let me switch you to another number where they might be able to help you.

 

Adding insult to injury: the switch to Yahoo mail apparently eliminated the "Return Receipt" option on email, so I have no way to find out when this problem is recurring. My first indication is always a bounced email, or the strange silence of a correspondent who is usually quick to reply.

 

Last week, I began getting similar two-day bouncebacks from Comcast and Gmail addresses, as well as Verizon addresses, so today I decided to take my life in my hands and try AT&T Customer Service again. This time, after a relatively speedy 25 minutes, I was told that Yahoo mail has had a problem sending email to non-Yahoo addresses since March 3 -- that's four days ago -- and there's no information about when this problem will be solved. Did any of us AT&T email customers get a message warning us about this problem? Is there anything on AT&T's web site telling us this? Is there any provision for refunding money to those of us who pay for a service that we're apparently not getting at the moment? You know the answer.

 

I don't expect any of this to change; I'm venting here only because it seems that some AT&T employees actually monitor this site, and given the impossibility of getting through to the company any other way, I'm hoping this complaint might actually register. Meanwhile, I  think I'll be canceling my AT&T address and reprinting my business cards: what I lose on printing I'll save on blood pressure medication. . .

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Message 1 of 47
Contributor

Re: Email problems and AT&T unresponsiveness

I agree with everything Jane said.  I pay for this service mainly to keep my email address.  But I should at least get the same service that Yahoo and others give for free. I think it is time for a new email address and stop paying every month for lousy service.

 

I'm getting bounces from aol, verizon and comcast.  And like Jane, I don't find out for two days and don't even know.

 

I just spent time on chat with AT&T and Yahoo support.  Here are some notes:: 

  • From the chat, the outage event number is: 204860
  • Network engineers are working on it to get the outage resolved as soon as possible
  • The Estimated Time of Restoral is unknown at this time
  • I got to the AT&T chat via http://www.att.com/esupport/main.jsp?cv=801 which has a chat option on the bottom right.  Was actually pretty quick
  • I was told in chat: "In order to get more assistance on the issue please contact our Tier 2 support by contacting our voice support at 1-877-722-3755(24/7 working) and ask for Tier 2 support."  I haven't bothered because I don't have 30 min to sit on hold right now.
Message 2 of 47
Tutor

Re: Email problems and AT&T unresponsiveness

It's fascinating to hear that others have the same exact problem, since many of the times I've called AT&T I've been treated as if I were the only person in  the entire universe ever to complain about such a thing. It's nice to know I'm not crazy! On the other hand, if this is a widespread problem and they still haven't solved it, I'm further convinced that I should dump them and move on.

 

I got the same event number this morning, by the way, but I know that this problem began before March 3, because I've been trying to send the same message to a Verizon address for a solid week. It's bounced back at least three times.

Message 3 of 47
Contributor

Re: Email problems and AT&T unresponsiveness

Same problem since 3/1.  Emails to AOL delayed 3 to 4 days, or fail completely.

Message 4 of 47
Employee

Re: Email problems and AT&T unresponsiveness

Hello Jane Fan, in10s, and whittenst,

This is an ongoing issue with our AT&T email service, and I apologize for the inconvenience that you have experienced. We do understand how this issue is affecting you and the rest of our customers.
Our Engineers are currently working double time to resolve this as soon as possible. We still do not have an exact date and time on when this will be resolved.

To be updated on the status of this issue. Please don't hesitate to contact our phone or chat support.
You may reach them at 1 888 321 2375 if you are from these states - KY, TN, NC, SC, LA, MS, AL, GA, FL; and 1 877 722 3755 if you are located in CA, NV, KS, MO, OK, AR, TX, WI, MI, IL, IN, OH, CT.

You can contact us through chat at the following link.

 

DSL Support Chat

For quick answers, make the new AT&T Help site your first stop. Visit http://www.att.com/esupport/ where you'll find pages of product information to assist you.


Thank you for choosing AT&T where we value your Business.


Remember to always mark items that you find useful as "Accepted Solutions," you can even mark multiple posts in a single thread. That will help other users find this information too!
Employee Contributor*
*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.
Message 5 of 47
Tutor

Re: Email problems and AT&T unresponsiveness

Jcullens,

 

I appreciate your efforts to respond, but here's the thing: I've been complaining to AT&T about this problem since last June, and apparently no permanent fix has ever been found. In fact, during many of those calls, I've been told that there was no indication that this was a known issue that engineers were working on -- yet in the past couple of days others have posted that they have the same problem. It's something that seems to pop up with no warning every month or two, then go away, then pop up again. Why should I continue to be the customer of a company that can't solve this once and for all? Is there some reason to believe that this time you really will solve the problem (really, truly, you promise)? Wouldn't I just be better off with Verizon?

 

JaneFan

Message 6 of 47
Contributor

Re: Suddenly I've got the problem too !

I've been using att.net as my ISP for 5 years and just today 2 weirdnesses occurred:

(1) I got what looks like a phising in the form of an email from an aol user.

(2) Mailer Daemon Failure Notice when I send email to an address that has always worked fine.

     Email attempts to that address (****@toolnorth.com) have bounced all day.

Does att.net have any official way for a customer to notify them via email of problems like these?

Is there an explanation anywhere as to what the heck is happening?

Message 7 of 47
Contributor

Re: Suddenly I've got the problem too !

As do I.

I've been a member of the ATT community since 1996.  I've never had a problem with my email account.

Over the past week the following has been happening:

 

1.  Mailer Daemon Failur Notice - several of them

2.  My Inbox has disappeared twice.

 

I keep my email clean, download it regularly, run all the anti-malware software I can.

 

Today I get the following email:

 

I have just received an email from:
    
AT&T Internet Admin {Personal content removed for your safety}  [Chat now]
...
Add to Contacts
To:         


Dear AT&T Subscriber's,

We are contacting you to remind you that our Account Review Team (ART) has identified some unusual activity in your sbcglobal.net webmail Account. As a result, access to your account has been limited in accordance with the AT&T webmail Online User Agreement. Your account access will remain limited until this issue has been resolved. You are therefore required to provide the information below;

° AT&T Email User ID (**********) and Password (********)

*Important*
Please provide all these information completely and correctly otherwise due to security reasons we may have to close your sbcglobal.net webmail account temporarily. We thank you for your prompt attention to this matter. Please understand that this is a security measure intended to help protect you and your sbcglobal.net webmail Account. We apologise for any inconvenience may have cause you.

Thanks
The AT&T Technical Team
© 2010 AT&T All right reserved.

Is this a valid email?
I am pretty sure my email address has been hacked.  I do not want to switch my email address because of all the problems that will cause.  I have been fighting mightily to keep my email account cleaned out.  
I have not been receiving an undue amount of spam as a result.

Is this valid?

Message 8 of 47
Contributor

Re: Suddenly I've got the problem too !

I'd check it out very carefully.  {Personal content removed for your safety}  Looks like a manufacturer of microchips, etc.

Why don't you give him a call ?  Smiley Happy

 

PACIFIC RIM

Wonice Limited - Parent Company

Area: Singapore, China, Hong Kong, Malaysia and Australia

 

Wonice Limited Palo Alto

 

{Personal content removed for your safety}

 

Message 9 of 47
Former Moderator

Re: Suddenly I've got the problem too !

AT&T will never ask for your password.  This is not a legit email, please delete it.

Remember to always mark items that you find useful as "Accepted Solutions”, you can even mark multiple
posts
in a single thread.  This will help other users find this information too!!

Message 10 of 47
Tutor

Re: Email problems and AT&T unresponsiveness

I feel your pain with att customer service.  Its amazing they still have customers.  I have been battling with them for over 2 years on many different issues.  I have complianed and complained and asked for someone to call me back.  Never once have they returned a call.  On hold for hours over the years, telling the same story to 6 different service reps.  They apologize, blah, blah blah and still nothing happens.  I have repeated many many times, if I had another option I would be gone.   Still no reply.  They are worthless in the world of customer service.   And then they still want you to package TV with them too.............. are they nuts and out of their minds?  not a chance with me.   Att wireless.......... no problems to speak of.

Message 11 of 47
Contributor

Re: Email problems and AT&T unresponsiveness

For the past couple of weeks I have had trouble sending emails through the smtp.att.yahoo.com server via my Apple Mail 4.4 client.  The server connection would time out after a minute or two, but usually I could send it on the next try.  Nonetheless, this was annoying.  Tonight, after double checking on the web for the correct smtp settings, I called AT&T Technical Support (quite difficult to locate the number, not customer friendly).  The person who answered my call told me that I would need to be transferred to a specialist.  That specialist told me that I would need to pay for someone to fix my settings remotely.  This is the first time that I have encountered such a situation.  I was upset, and as I was expressing my displeasure the line was cut.  I was not called back.

 

In the past 6 years that I have been with AT&T (formerly SBC), you have changed the smtp server name or settings, and when I called support I would be told how to change them.  Now I am being told that I need to pay to fix a problem that was likely caused by AT&T in the first place. 

 

Would the moderator please relay to the powers that be that this kind of behavior is very troubling to loyal customers?

Message 12 of 47
Employee

Re: Email problems and AT&T unresponsiveness

 
We apologize for the inconvenience caused due to the issue and would be glad to assist you.
 
 
If you have set up an AT&T e-mail address in the Mac Mail and you are experiencing a time out error, I would request you to sign in to your AT&T (online) web mail using att.yahoo.com/mail. Please send some mails and check if there is a delay or error. If no, then your mail account is working fine and the issue is with Mac Mail.
 
 
You can verify the settings in the Mac Mail using the following link.
 
 
 
If the issue persists, please feel free to contact our AT&T Technical support at 1-877-722-3755 ( toll free number) open 24/7.
 
 
We look forward to speaking with you to resolve this issue.
 
We value you as our customer and I would like to assure you that they will do their best to fix your issue.

Remember to always mark items that you find useful as "Accepted Solutions”, you can even mark multiple
posts
in a single thread.  This will help other users find this information too!!

Employee Contributor*
*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.
Message 13 of 47
Contributor

Re: Email problems and AT&T unresponsiveness

AT&T please get this issue resolved.  I spent over 2 hours on the phone yesterday with no results - no one seems to be able to get this matter resolved.  Emails are not going through or are being rejected several days later or no notice at all whether receiving party ever received email.  Emails are not coming through from other parties.  This is not acceptable especially for a business.  When will this be resolved?  We are told technicians are working on it but it's been an ongoing problem for more than 2 weeks. 

Message 14 of 47
Contributor

Re: Email problems and AT&T

Good for you, providing people with the link to verify correct settings.

That gets at part of the problem.  But if the settings are correct, then what?

 

The Mailer Daemon message (when email gets bounced back, rejected, undeliverable)

does not have to be so cryptic, which is to say it could be clear and meaningful.

The message being cryptic makes it difficult to know which ISP is having a problem

with the email trying to be sent.  If the Mailer Daemon message was more communication friendly,

all ISPs, including AT&T, would have fewer customers in such states of frustration.

And the ISPs would have fewer customers blaming the wrong ISP.

Let those with ears hear.

Message 15 of 47
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