"Your phone cannot access U-verse Mobile"

poit57 · ‎09-11-2007

I've been using U-Verse Mobile on Windows Phone for about 11 months. About every two weeks, I get a message about my credentials being out of date and have to re-enter my password to sign in. The last time I used the app was on Christmas day. I tried using it on Monday, January 23, and when I tried to log in, I got the following message.

Error

Your phone cannot access U-verse Mobile

[A4000].

Please check your connection settings and

try again. If this problem persists please

contact U-verse Mobile Support at

1-800-288-2020

Press the Windows key to exit.

This message is followed by a "Call" button that will dial the customer service number.

I was able to use the Internet Explorer on my phone to access the U-Verse DVR management site with no problem, so I only have trouble accessing my account from the Windows Phone app.

I tried calling in Tuesday, but the wait time was too long as I was going into work. I tried using the online chat support for U-verse and they said I needed to contact mobility and gave me the number 1-866-429-7222. I called after work and was told this is a U-verse issue, so she transferred me back to the 288-2020 number. The first person I spoke to was telling me that, since this is an issue with a mobile phone app, I need to contact mobility support. She attempted to transfer me and as I was waiting, somehow she connected me back to the U-verse support IVR before my call was disconnected. I called back in and spoke to another U-verse support rep who transferred me to tier 2 support. They reset my password, but that still did not help. They were not able to offer any more support because they do not support the mobile app. Apparently, nobody in AT&T support knows how to contact the "U-verse Mobile Support" team that my phone's error page is referencing.

One thing I have found is that the app can apparently verify that my password is correct. It just won't give me access to my DVR remotely. If I enter the wrong password, I get a completely different error page.

Sign In unsuccessful

The Member ID or Password entered does

not match our records. Please re-enter your

Member ID and Password.

At the moment, I'm trying to hunt down friends with different mobile OS's to see if it is just the WP7 app having issues, or if the issue will also exist on iPhone and Android.

poit57 · ‎09-11-2007

Update: My cousin's Android phone was able to access my account with the U-Verse Mobile app just fine. Apparently the issue is only with the Windows Phone app. I've tried from my brother's HTC Titan and received the same error as on my phone. I've also uninstalled and reinstalled the app and power cycled the phone, but that didn't help either.

poit57 · ‎09-11-2007

Update #2: I tried using my old LG Quantum and another friend's Samsung Focus. Both of these phones give the same message, but with A2000 instead of A4000. I still have not been able to locate anyone within U-Verse support or Mobility support that knows who can actually assist me with the U-Verse Mobile app.

I did a factory reset on my Quantum, but when I opened U-Verse Mobile, it required me to update the app before I could even attempt to sign on. I believe whatever update was released since Christmas is responsible for the Windows version of the app to not allow access to my DVR management. Has anyone else experienced this issue?

shoe · ‎01-05-2010

I Did also I called tech support at AT&T Wireless and Believe it or not they actually have a team that just works on this app You can not call the team directly but tech support will open a trouble ticket and forward it to the team and they will call you.

They worked on my problem for two days and fixed it

poit57 · ‎09-11-2007

I finally got to someone who transferred me to the business solutions department that has a team that handles general troubleshooting for technical issues. They had to escalate the issue to a higher tier of support that had to return my call. It took that department a couple days to get a WP7 device to test the U-Verse Mobile app with my log in credentials. Once they did that, they called me back and told me that they then had to contact the vendor who programs the app to have them take a look. It has been about a week and I'm still awaiting a resolution.

shoe · ‎01-05-2010

You will hear from them that team is real good on follow up.

Have you tried the app to see if it is working?

poit57 · ‎09-11-2007

I still have not heard back since they told me they were escalating my issue to the vendor. I keep checking the app every few days, but so far I keep getting the same error message when I try to sign in.

shoe · ‎01-05-2010

Get back on the phone and yell

poit57 · ‎09-11-2007

Finally. This was not high on my list of priorities so I was only checking in with AT&T every couple of weeks. I called last week and they said the notes on my trouble ticket said that they were still working on the issue and that there had been an update about every week this month stating the same thing. This morning I received a call from a 425 area code and it was someone from AT&T checking to see if I was still having this issue so they would know if they could close the ticket. The guy said they were still trying to find someone who could resolve the issue because it looked as if the trouble ticket had been bounced around between different departments. About 8:00 PM, I received another call, this time the caller ID showed AT&T Mobility customer service's number (800) 301-0500. The lady said they had made a change to my U-Verse account and asked me to try my U-Verse Mobile app. I tried it and the sign on was successful. It only took them 2 1/2 months to get my issue resolved, but they never told me what exactly was the cause of the issue.