"Your phone cannot access U-verse Mobile"
01-25-2012 06:55:30 AM
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 About every two weeks, I get a message about my credentials being out of date and have to re-enter my password to sign in.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.
Your phone cannot access U-verse Mobile
Please check your connection settings and
try again. If this problem persists please
contact U-verse Mobile Support at
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.