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Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

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Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

I am unable to login to myAT&T to check my latest bill. I have been doing this successfully for last 3 years (as AT&T does not send me a paper bill). It looks that the web page was upgraded a few days ago.

WHen I enter my credentials, I get no error message etc, it redirects my browser to a new page and I even see an offer for LG tablet (so the login WAS successful). However after clicking "continue" I am kicked back to the login page again. When trying to enter my credentials again, I even see a new screen "Hang on...." but in 2 secs I am kicked back to login page.

Chat support was not helpful- they reset my password, but it was of no use. As this is not a password problem.

I use Windows 10 and tried at least 2 different web browsers (Chrome and Edge). I even tried Safari on my iPhone. Still not success. Please fix it, I do want to see my bill

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Message 1 of 14
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Accepted by mieszkom
‎05-12-2017 12:43 AM

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

Hello @mieszkom,

 

We appreciate you reaching out to us on the Community Forums! I’m sorry to hear you are unable to access your online account. I know how important it is to be able to view your bill and usage. I can help you with this!

 

Thank you for trying a different browser, this helps narrow the issue down. We also have a quick troubleshooting guide for myAT&T issues. This may provide some assistance.

 

This could also be an account specific issue. I will be reaching out to you in a private message, in order to gather more information. Please check your Forum’s Inbox for this!

 

I look forward to working with you. Have a great weekend!

 

Jonathan, AT&T Community Specialist


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Message 2 of 14

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

I had the same problem when I tried to login to my DirecTV account apparently AT&T and DirecTV have linked in some way because everytime I try to login to DirecTV it kicks me over to AT&T I got my AT&T bill paid but I had to pay my DirecTV bill over the phone. They told me that when you first login you have to choose AT&T or DirecTV I didn't have that problem the next month when I went online to pay my bill in that little circle that says hang on that's DirecTV not AT&T
Message 3 of 14
Contributor

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

I have had the same issue for the last 4 days. Spent 37 minutes on the customer service line only to be told that the digital department would be contacting me in the next 24-48 hours.

 

Message 4 of 14
Tutor

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

I have the same problem past 3+ days trying to access from within Singapore. Tried Safari iPhone via 4G, Mac Safari, Mac Firefox. From home broadband & from office Internet access. However, if I VPN to San Francisco on Mac, I can access. Note: I've been remote accessing account every month from overseas for 10 years. I've run into this problem several times the past year - seems to happen near the billing cycle.

Message 5 of 14
Tutor

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

This problem has been happening on and off for me too. See my post. It's not solved - it's a change to AT&T website, some type of script is failing. My guess is it relates to "location", since if I VPN into the US, it'll work. But it's not working when I access from within Singapore directly

Message 6 of 14
Contributor

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

I'm a new customer trying to log in for the first time to set up on line account and establish a new password..

the questions of security and user id and password are not matching with what I have therefore not allowing me 

access to my att. account 

Message 7 of 14
Contributor

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

Typical.

[Inappropriate content removed]

[Please keep it courteous]

Message 8 of 14

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

The last few times I've tried to access my online account, I get the message "A temporary system error prevents us from retrieving your account information right now. This type of problem usually lasts only a few minutes but may continue for several hours." This  has been going on for over a month now, so I guess I'd like to know what the definition of "temporary" is. Are they going to fix this or what????? The LAST thing I want to do is call them, because a) it takes forever and several times going in circles before you can actually reach someone and b) I end up talking to someone I can't understand.

 

Message 9 of 14
Contributor

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

Mine has been doing this for a few weeks. Have you gotten any solution??? It's frustrating. I need to access account info on two accounts - neither my husbands account or mine works!!  Judith

Message 10 of 14
Tutor

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

C'mon AT&T.. get your act together. I've been having this issue on and off consistently for the last month. 

 

And on top of that, it's been glitchy and slow for the last year or more, and failure is now becoming the norm rather than the exception.  These are the types of issues that causes you to lose customers, especially this customer who's been with you for 10+ years.  If you can't get your online act together, we'll just move our business to a carrier that does a better job at servicing customers. Whether you're contacted via, phone, online or this forum, you're failing at providing results that resolve our problems and make our experience at AT&T seamlessly positive. 

 

And here I am, thinking about adding a line plus upgrading 2 of our phones... guess what I'm going to do after I finish this post?  That's right, go see what the offers are like at Verizon. There's no contract holding me here, and neither your customer service philosophy nor your online services are good enough to create any sense of loyalty.

 

Okay enough ranting... time to go read some reviews about your competition.  Maybe when I'm done there, your website will be up and ready to service your longstanding, previously-loyal customers.

Message 11 of 14
Contributor

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

I agree with everyone! Fix this. I was able to login from Firefox just 3 weeks ago. I spoke to chat today and they weren't even listening. They were going to try to reset my username and password before I stopped her. Then I called and that person was even worse. I was able to login on Chrome, but Chrome has a virus right now and I don't want to use it. I'm also a website designer and recognize this type of problem as a problem with the code on the website. I've been paying online forever. Figure it out. And re-school your online and on-phone support to stop spewing crap like you can't pay online if you're out of the country or your can't pay online using Firefox, because they don't know what they are talking about. And it just makes customers mad. Like me.

 

Message 12 of 14
Contributor

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

I have tried the Android App and Online.. Have no access to my wireless account info.  This has been happening since AT&T upgraded the App.

 

I need to be able to turn off Wireless Data Access on my daughters phone and dont want to call  customer service to do this.

 

What is AT&T's answer to these problems. I dont see any response  for any AT&T support personal on this question.

 

Are you going to ignore peoples post ??

 

 

Message 13 of 14
Contributor

Re: Cannot login to myAT&T (wireless-only customer) , problem with new AT&T web page

I have not been able to access my account for the last month on my laptop using Firefox, IE, or Chrome. The only way I can log in is with my work computer which connects to internet thru VPN. (Your average customer does not have this, so what are they supposed to do?) I never used to have a problem. Even the app on my Samsung phone will not let me log in. I constantly get "Oops something went wrong. Try clearing your cookies and try again." Well I've done that, on all three browsers, and tried again...only to get the same message. I don't get a paper bill...I do everything electronically via the website or app, which is ironically something AT&T encourages. This is beyond frustrating. Judging by AT&T's silence to everyone's issues here, it looks like even they don't know what the problem is. I have already decided that once I get to work Monday and have a spare moment, I'll be logging in to pay my remaining balance, calling the abhorrent AT&T customer service line to close my account, and taking my dollars elsewhere. Epic fail, AT&T!

Message 14 of 14
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