Starting on January 25th 2020, we have had constant complaints from AT&T mobile users who were unable to access their encrypted Tutanota mailbox. While AT&T in the beginning seemed willing to fix this when we reached out to them, the issue was still not solved two weeks later.
In mid-February, after having contacted AT&T several times without a meaningful reply, we decided to make the issue public. Of course, when going public with the AT&T case we exaggerated a bit calling for net neutrality. On the other hand, we needed the attention of AT&T, and we couldn't know why or how Tutanota was being blocked in some US regions on AT&T mobile.
Then everything went smoothly. The AT&T team fixed the issue which was a technical glitch on their side within one day.
A similar, yet broader outage happened to Comcast users in March 2018. Similarly, Comcast only started fixing the issue when we raised their attention on Twitter.
We are certain that neither AT&T nor Comcast wanted Tutanota to be not accessible to their users. However, we are also certain that without the wide-spread attention - via the media in the AT&T case and via Twitter in the Comcast case - the issues would have not been resolved in such a timely manner.
Accessibility on all networks is the basis for the success of a free email service such as Tutanota. These technical glitches of Internet Service Providers can have a severe impact on start-ups.
That's why free journalism is so essential. We at Tutanota support the free press by donating Secure Connect to journalists.