Email recovery profile info disappeared so cannot access email

We're here to help you with setting a wireless number for a recovery option, @Dave_colorado!

You can use these steps to enter a non-AT&T wireless number:

1. Go to Profile, then Contact info.
2. On the Phone tab, select Edit in the Billing phone numbers section.
3. Enter your wireless number as the primary or secondary number.
4. Check the box next to Use this number to recover your user ID or reset your password.
5. Select Save.
6. Complete any confirmation steps sent to your wireless number within 24 hours. Text message rates and other charges may apply. Check with your plan and provider.

If you do not have a mobile phone at all, you can also enter 111-111-1111 as the number to get pass the 2FA.

Let us know if this helps! If not, we may need to take a closer look at your email recovery options in a direct message.

Raiden, AT&T Community Specialist 

Thanks, but our entire family uses ATT email and wireless so no non-ATT options.  The all "1"'s sounds like a big loophole unless I'm missing something.  Then it wouldn't be 2FA at all, true?  Wouldn't that be the same as leaving it blank, as I have to do now?  I do have a. non-ATT email which I'm using, but it seems like a pretty serious bug if my profile and recovery info dissapeared. 

The phone support person didn't sound like she believed me, to be honest.  Once I told her I had the account for over 25 years, her response was simply that accounts set up back then weren't setup the way they are now and I should have known to re-setup the account somewhere along the line.  Since the change password had been working fine, I'm not sure how I could have known that so I'm still befuddled.  My career has been in IT and software development so I remain curious as to how this could have happened, and why ATT tech folks don't see it as a potential issue, if what she said is true.

Because they don't care and passing blame on their customers instead of fixing the issues

@Dave_colorado

I am having issues as well!!  I'm hoping if enough of us connect we can problem solve this thing with power in numbers & get it escalated to the accurate dept or person that rectify the problem. 

I have spoken to several AT&T representatives this week; in Digital Assistance: 877-267-2859 and Uverse Tech Support: 888-333-6651, both reps said they need to send me a postcard to the address they have on file and I will be given instructions from there. URG!!!

My husband & I have had our sbcglobal.net email addresses for 20 years.... all our professional & personal matters are connected to them. It's really an awful situation.

I am hoping the numbers I have listed might be of help to you. Maybe there is something different happening with your account that Uverse Tech Support can assist.

Several forums stated the Uverse Support was actually very helpful.

I also saw on another thread that some folks are filing complaints with the FCC. I am not sure how to do that, but I will be researching that pronto! I filed a complaint with the BBB and did recieve confirmation this evening that I have been assigned a case number, so maybe that will help. 

You may also want to consider joining this thread.... https://forums.att.com/conversations/att-mail-login-security/locked-out-of-my-sbcglobalnet-email/64381c1854c05c09f478a474

And look at this news story... seems there are options if we contact the right people.

https://abc7news.com/att-sbc-global-password-reset-email-account-disappeared/12453987/

I am desperately trying to solve this issue.

This is a system failure lacking transparency and an obvious disregard for the impact on its customers.   

Although this email account I’ve had for over 20 years is a free service, I have several AT&T products I pay for every month, including 5 accounts for cell service and home internet. Ironically those are billed “paperless” and sent to the very email address I am now locked out of ! 

AT&T’s clear disregard for our needs will likely result in many lost customers.

@Dave_colorado @Ladyluck75 

I RECEIVED a call last night from the corporate office in Dallas and then another this morning from the corporate office in Atlanta. 

The gentleman that called last night fixed my issue in less than an hour!!

He said the emails I sent to the corporate executives triggered his involvement.

And the call today which I no longer need, was triggered by my BBB complaint.  

So these complaints do make a difference and do work!!!

I recommend anyone who hasn’t done those to do them immediately if you are still in need.