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Email Not Working - Troubleshooting Information from AT&T

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Email Not Working - Troubleshooting Information from AT&T

 

Email_Support_o.jpgEmail, Mail Client, Website & Features Troubleshooting

 

If you are having trouble with your email, we have some fixes below to get back back in. 

 

Note: Make sure you are using the right ID. Find it now

 

Sign-In Update/ Change

If you attempted to sign into your account via Yahoo and you were redirected to AT&T E-mail login page, this is normal. If you are having trouble signing in, try:

  • Clearing the cache and cookies on your browser.
  • Testing with a different browser.

If you are still having issues with loading the login page, go to att.net and click on the mail icon at the top right.

 

WebMail and Features Troubleshooting

  • Clear Cache and Cookies - The most common fix
  • Update Your Browser - many features are only compatible with the latest browser and we recommend updating it
  • Test signing into your web mail using another browser
  • Disable browser tools or add-ons - varies by device and browser
  • Disable your firewall - varies by device and browser
  • Enable Adobe Flash Player - install flash player now
  • Make sure Java is up-to-date - https://www.java.com/en/download/

 

Have the right browser

Internet Explorer and/ or a Microsoft Edge browser older than 15.x,you will need to upgrade your browser to a supported browser. If you’re using FireFox, Chrome, and/or a Mac based browser, just sit back, and relax.

 

Password Issues

Resetting your password is one of the fastest ways to get back into your account. 

 

Can you keep your email?

In short, yes you can! Our Free Email FAQs page has more information and things you need to know. Please check out the terms and conditions page for more information. 

 

Email Not Going Where It Is Supposed To?

  • Is Your Email Going Into Spam? Trash? Another Folder? - check the rules in web mail to make sure nothing is setup to forward
  • Hacked Email - If your email account was compromised, rules may have been setup without your knowledge
  • 3rd Party Browsers - If you are using a 3rd party mailbox like Outlook, disable it to make sure that mail box is not causing the issues

Note: Some 3rd party mail apps have been known to cause issues and send mail into trash. We highly recommend discontinuing use of the app and using the the Yahoo Mail App.. 

 

3rd Party Mailbox Troubleshooting - (Outlook, Apple Mail, Mozilla Thunderbird)

Below are a few recommendations that may resolve the trouble you are having. Click here for Mailbox setup information. 

  • Test using web mail - If you are able to sign into your email via the web, the issue points to the app or mailbox you are using.
  • Mailboxes - we recommend using the latest version. Updates and changes may prevent it from working properly. 
  • Rebuild Mailbox profile - In some instances, rebuilding the profile fixes some issues. You may lose email doing this
  • Change your settings from POP to IMAP 
  • Test using  webmail. If do not experience issue, it could be related to the 3rd party app
  • Client issues - If you are using POP, you must now use IMAP. There was a recent change, this article will explain further
  • AT&T does not officially support or troubleshoot mailboxes/ clients like Outlook

Note: For those of you using Evolution and having issues sending email, go into setting and find Disable Settings For All POP3 Extensions and select it.

Having trouble with Outlook, check out this thread from one of our community members. 

 

POP Vs IMAP Settings

Due to maintenance to upgrade the legacy IMAP host to a modernized IMAP infrastructure, some customers may get an SSL Certificate mismatch error within their e-mail client or mobile device

  • Accept the mismatch to update the SSL certificate for the e-mail to work as normal.
  • If there is no option to accept the certificate, remove the e-mail account and set it up again.
  • For older Android devices without auto setup change the following settings. 
Incoming Mail Server (IMAP)
  • Server - imap.mail.att.net
  • Port - 993
  • Requires SSL – Yes
Outgoing Mail Server (SMTP)
  • Server - smtp.mail.att.net
  • Port - 465 or 587
  • Requires SSL - Yes
  • Requires authentication - Yes
  • Your sign in info:

E-mail address - Your full e-mail address (name@domain.com)

Password - Your account's password

Requires authentication - Yes

 

Spellcheck 

The spellcheck feature is no longer supported via web mail and now defaults to the browser spell check option. 

  

ChrisZ, AT&T Community Specialist 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*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.
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Message 16 of 107
Scholar

"Accounts" doesn't work

In the never ending degredation of Yahoo Mail, the ability to consolidate mail seems to have been sabotaged again.    I've spent the better part of the afternoon trying to find someone who knows enough about the webmail client to at least open a trouble report but no one seems responsible.

 

I used the "Accounts" entry in Settings to add two other ATT accounts.   Until Christmas Day, I could "Check Mail" and pull mail from those other accounts into my mailbox.   This no longer works.   For one account, I get an error message about the server name, for the other nothing happens.

 

The pop mail server shown is pops://pop.mail.yahoo.com:995.     If I change it to pop.inbound.att.net, I don't get an error message but  get no mail either.  Does anyone know how to get this back working?

Message 1 of 107
Administrator

Re: "Accounts" doesn't work

Hi @athenian,

 

Are you able to change the option to inbound.att.net to see if there it works at that point? 

 

-ATTU-verseCare


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 2 of 107
Scholar

Re: "Accounts" doesn't work

I've tried several things over the past several days.   "inbound.att.net" is insufficient because the server requires a secure connection.   I set it to "pops://inbound.att.net:995 which resulted in pulling 250+ (dating from October) over and over, then nothing.    There is new mail in that box but it's now been 24 hours since anything came.

 

I spent over 3 hours on the phone with various ATT reps yesterday and not one of them had the any understanding whatsoever of this feature.   One person tried to help by reading instructions that were apparently outdated because they didn't match the screens.   Twice I was transferred to a fee based "help" (for a problem that is clearly a fault in the mail system) only to be disconnected.  During the last call, I asked to speak to a supervisor and was told that someone would return my call in 15 minutes -- an never received any callback.

 

I do not understand why I am paying ATT for  such inferior service.   There does not seem to be any interest in actually solving the problem.   If an issue cannot be solved via FAQs, the customer is completely on his/her own -- there is apparently no escalation process and no way to actually file a report about a broken function.   Someone somewhere should be responsible for this but whoever that is must have a pretty easy job because the tech support organization doesn't have the  slightest idea of how to get there.

 

  

Message 3 of 107
Administrator

Re: "Accounts" doesn't work

Hi,

 

We apologize about the issues. With the other accounts in question, are they AT&T accounts? In the meantime, we suggest using a 3rd party E-mail program, like outlook, to consolidate your accounts.

 

-ATTU-verseCare


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 4 of 107
Scholar

Re: "Accounts" doesn't work

The extra accounts are both associated with my ATT Uverse account.    As I stated in my original message, this worked fine until Dec 25.   Something changed on that date.

 

I actually prefer to use Outlook and do for my personal mail.     I have no desire whatsoever to download hundreds of promotions and ads every week into my offline store. I use this additional accounts feature in one of my web mail accounts (which is largely devoted to that sort of mail) to be able to manage my personal mail from secondary computers and while traveling.  

 

I suspect that this feature has been permanently broken by whatever happened over Christmas weekend.   The ability to add accounts was dropped without notice last fall (see my previous message)  and now accounts that were already there and working have been broken.

 

The Yahoo! development team will probably say that this feature has been superceded by the ability to switch accounts ...which is wrong.   I don't want to be clicking around from mailbox to mailbox: I want to be able to see at a glance, what has come in from different sources and take appropriate action.

 

Again, I don't know why we are paying ATT for such an inferior mail service.   I'm well aware that I can go to GMail or elsewhere but then....what am I paying for here?   Every time something changes at Yahoo!, customers are told that ATT has no control.   Why are they paying Yahoo! anything then?  And why can't ATT representatives at least be aware (and customers notified) when these things are changed/discontinued?

Message 5 of 107
Scholar

Re: "Accounts" doesn't work

Please note that this page - https://www.att.com/esupport/article.html#!/email-support/KM1010559 - was problematic when I posted about problems over a year ago and is still there misleading customers.  There is currently no way for anyone to "Get all your email in one place with AT&T email".

Message 6 of 107
Scholar

Re: "Accounts" doesn't work

I want what Yahoo! and ATT advertise:

 

"Multiple Mailboxes in Yahoo Mail lets you manage multiple email accounts without having to switch between them, for a seamless email experience. It’s fast and easy to read, compose, and sort all your email across all your mailboxes. You can also search across mailboxes and find the photos, files, messages, or people you’re looking for without having to switch between email accounts."

 

 

Message 7 of 107
Scholar

Why doesn't "Search for messages from this sender" do that?

This is another longstanding problem about which I've never received an answer: Why doesn't the search icon next to the sender's name in the mail list do what it says.   In other words, why doesn't "Search for messages from this sender" do an actual search in the "From" field for the specified email address?   The same thing happens if I open a message, hover over the Sender's name then select "Search emails".  Instead of getting a search for that specific e -mail address, what I get is an  key word search using OR operators.   That means I have to refine  everytime.  

 

This is a problem for anyone who is trying to actually manage his/her mailbox and weed out old, unwanted items.   When I search for messages from a vendor for example, the exact email address is important.  I don't want to see messages relating to actual correspondance with customer service mixed in with the daily onslaught of ads.    What's the point of that icon if not to help people do efficient searches?

Tags (1)
Message 8 of 107
Administrator

Re: Why doesn't "Search for messages from this sender" do that?

Hi @athenian,

 

We tested the search here and did not see an issue. Make sure you have the latest browser update.

 

-ATTU-verseCare


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 9 of 107
Scholar

Re: Why doesn't "Search for messages from this sender" do that?

It has nothing to do with the browser, please test again.

 

The easiest way to test this is to start with a list of message from different addresses in the same organization (eg. info, promo, customer service, etc.)  @company.    Open one, highlight the sender field then search from one of them, the result will include all because it is doing a keyword OR search.  The only way to get an exact sender search is to manually type it in the Sender field on the refine panel or to start the search by manually using the operators -- "from:address@domain".  The point though is that the search icon next to the Sender field (or in the header detail) doesn't do a sender sarch.

 

This has been true every since mail was "improved" -- it's a sloppy implementation of search.

 

Athena

Message 10 of 107
Scholar

Re: Why doesn't "Search for messages from this sender" do that?

Also, if you search using the icon next to the Sender name then delete all, you will get a message saying that there are no messages with the keyword [whatever], not that there are no more messages from [whatever].    And if you use the refine search, you'll note that the from field is blank...because the search is not an actual from search

Message 11 of 107
Scholar

Re: Why doesn't "Search for messages from this sender" do that?

BTW - I reported this a year and a half ago.   Sometimes it seems that the AT&T reps blame "the browser" for everything rather than actually testing the scenarios as presented.  It's a wonder that anything ever gets fixed since the people who are responsible for forwarding problems routinely dismiss real issues.

 

This is a bad problem because it makes the user do much more work than should be necessary.   If I can't automatically separate the promotional messages from actual correspondence with a company, I can't keep track of important mail.   Even if I filter promotional messages into a separate folder, I still can't search and delete them in one go because the search is not limited to that folder.

 

And again...it hasn't always been this way.   Before mail was "improved", these built-in searches worked properly.  

Message 12 of 107
Scholar

Re: "Accounts" doesn't work

So...are we supposed to just forget about every getting this feature to work?   Is there at least a proper channel to report it as broken?    And why is the AT&T "help" information more than a year out of date?  Bottom line: who is reponsible for seeing that AT&T customers actually get what AT&T advertises?

Message 13 of 107

ATT Yahoo Mail Problem

In My ATT Yahoo Mail, when I send an Email and click on TO, CC or BCC, a few of the addresses in my conact list do not populate the TO, CC and/or BCC address line (I think when this happens correctly the term is 'auto-complete').  These addresses are in my contact list, but I cannot get them to post in my Emails.  I have tried deleting them from my contact list and re-adding them and also deleting them and then restoring them from my Deleted Contact List, but nothing is working.  There are other contacts that do work.

                                       Thanks, TFB

                                                          

Message 14 of 107
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