8 Messages
Complaint Department
I have recently moved and requested At&t move my service. I was told yeah, no problem, just keep the equipment, and use it at your new home. I got new equipment, and took it to the store and asked them, they said no they did it wrong, they would take the equipment, and get everything set up for someone to come out and install everything. I said OK great. A few days went by I got more equipment, identical to the equipment I had returned to the store. I called customer service, and they said the store was wrong. They set up everything and a technician would contact me, NO ONE CALLED EVER. Now I have been calling At&T for over two months trying to get service install, only to be told I have 3 different accounts set up in my name. I have been charged every month without having service. But Every time I call, I get a different answer, or no one knows where to handle this because I keep getting routed to Sales, or Cell phone support (Since I have at&t Cell phone service as well). I have talked to at least 35 people, been transferred to disconnect numbers, left on hold, been told I was transferred to the wrong department, requested to speak to supervisors, had the social media team reach out to me, and been on hold for way too long to try to get something that you would think would be easy to accomplish. I just want service install in my house. I am ready to call it quits and cancel everything with At&t.
and now me new home was broken in to because I have no internet and can't set up my security cameras.
skeeterintexas
ACE - Expert
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28K Messages
1 month ago
Your best option is to file a complaint with the BBB. Those are handled by the OOP. Someone should be in touch with you.
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Dgenerate63
8 Messages
1 month ago
Already did that. And no one has reached out.
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ATTHelp
Community Support
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232.9K Messages
1 month ago
Thanks for reaching us @Dgenerate63.
We understand your concern, and this is not the experience we want you to have. Let me point you in the right direction.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you.
David, AT&T Community Specialist.
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dave006
Scholar
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4.2K Messages
1 month ago
@Dgenerate63
Is there a reason you chose to "move" your service vs just canceling your old service and scheduling a new Install?
How long has it been since you filed the BBB Complaint?
If it were me, I would call 1-800-288-2020 right now and say "Cancel Service" at the VRU prompts. Your call will be transferred to a US based Loyalty specialist that can get your extra accounts removed any extra monthly charges resolved.
Dave
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Dgenerate63
8 Messages
1 month ago
I've done all that with no help. Contacted social media teams and all.
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my thoughts
Former Employee
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22.5K Messages
1 month ago
If equipment is shipped to you, that is for a self install, meaning previous service was existing and you hook up the gateway equipment. If you have an issue completing your self installation then need to call 800-288-2020 to schedule a tech appointment for a failed installation. This normally has a $99 billable charge, especially if desire equipment to be installed at a different location from the previous user.
So what service is offered at your new address, and what issue are you having completing the hook-up of gateway?
Can you not find the ONT or fiber jack?
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Dgenerate63
8 Messages
1 month ago
Dave, Its been 2 weeks since filing the BBB complaint.
They I moved the service because the ensured me that I would be able to go to the new house and simply hook up everything to the existing lines and use the internet right away. Problem is my fault I will admit, the people living there previously, had only DSL, and my old Modem was for Fiber, so they didn't exactly match up. But this is why I need a Tech to come out and reinstall my service, and why I have been calling.
I have also called that number and done exactly that of Cancel Service only for no one to understand what the (Edited per community guidelines) I am talking about and transfer me to "Correct Department"
(edited)
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Dgenerate63
8 Messages
1 month ago
@my thoughts This is exactly the issue. The previous user had DSL, And I had fiber.
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dave006
Scholar
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4.2K Messages
1 month ago
You need make this a 2 step process.
Step 1). Talk to the loyalty specialist to get your duplicate accounts removed. I am going to bet that you are being charged only for your "old" Fiber service. The loyalty rep can also cancel your old account from your old address.
Step 2). Once you have that cleared up you don't need anyone to reinstall your old service. Saying that just confuses the entire process. Just go online and verify that your new address actually qualifies for Fiber service. There is a strong possibility that it does not qualify based on your experience from your initial post.
https://www.att.com/availabilty use this link to verify what AT&T services are available at your new house.
If Fiber is available use this link to order new Fiber service: https://www.att.com/internet/fiber
Dave
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my thoughts
Former Employee
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22.5K Messages
1 month ago
Is fiber available at your moved to address?
If not, what speed tier is?
If a lower speed (internet 10 as example) may wish to cancel service and order local cable service.
Which gateway do you have? If have the BGW 210 just need to plug into the GREEN port on back of gateway instead of the RED port.
edit… while ATT fiber is currently available to 27 million addresses within 21 state footprint I would estimate that at least 35 million locations are non fiber.
(edited)
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