AT&T is blaming one of its vendors for a weeks-long outage of voicemail for some of its wireless customers.
“We’re aware that some customers may be having difficulty retrieving their voicemail due to a vendor server problem,” an AT&T spokesperson said Wednesday.
“We’re in contact with the vendor as they work to fix it and apologize for any inconvenience this may cause.”
The outage continues, according to affected customers who have contacted WRAL TV to complain.
“For the last month, certain AT&T cell phone customers have been unable to access their voicemail,” one Triangle resident said.
“AT&T has not responded to the problem, and has only offered $25 compensation.”
Another customer said AT&T has left affected users “uninformed” about the issue.
“I have been without access to my voicemail through my wireless AT&T for several weeks now. I was told it was a technical issue, had made several phone calls, without anyone having mentioned the fact that they are aware of this issue and that it is related to a hardware issue with their voicemail service. Apparently this has been going on for 3 weeks now, leaving probably millions of their customers unable to access any of their voice messages. It isnt an isolated issue with just my phone as I had been led to believe.
“Why have there been no messages from AT&T about this outage. Why are they sending messages about going online to access VoiceMail Troubleshooting steps to resolve, leaving customers uninformed?”
Added a third:
“I’ve been in touch with AT&T myself for the issue – no voicemail for two weeks and no resolution in sight/no communication from AT&T regarding it.”
Voicemail history at risk?
An online forum at AT&T is quite active with complaints. Scores of complaints date back to Oct. 1.
A response from AT&T on Oct. 9 warns that affected customers face the possible loss of their saved voice mails.
“I apologize for the delay in responding to this thread. We’re aware that some customers may be having difficulty retrieving their voicemail due to a vendor server problem,” the AT&T employee wrote on Oct. 9. “We’re in contact with the vendor as they work to fix it.”
Customers who choose to set up a new voicemail box as a solution face another problem.
“If you would like to get your voicemail back immediately, please call us and request to have a new voicemail box set up,” the employee wrote.
“However, please know that all voicemail history will be lost.”
