New Member
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3 Messages
AT&T Now not honoring $300 Reward Card Offered When I Ordered High Speed Fiber Internet
I don't know where to go for resolution. I ordered AT&T 300MB Fiber service on February 27, 2023. I have existing wireless service and DirectTV Stream through AT&T but have internet service with Spectrum. AT&T fiber was newly installed in neighborhood, and a door to door AT&T sales representative was offering AT&T fiber with offer of $300 reward card. I ordered and the install date was set up for March 19. I received all the account set up info and install date confirmation via email. When the install window came and went with no installer showing up and no call indicating that the installer would not be coming, I called AT&T. They could not identify why but told me the install had been cancelled. The install was rescheduled for the next day. I received email confirmation. Again, the install window came and went with a no show from the installer and no phone call from AT&T. Again, I called AT&T and they could not identify why the installer had not shown up. Reluctantly, I rescheduled a third install for April 2, my next available time. I also called the door to door sales rep who communicated that he knew of no other install issues and that he was going to escalate the issue. An escalation case was opened and I received a call from the escalation department and they verified the next install date. I suggested that there must be an issue with the order but they assured me all was okay. Today, the third install window came and went with no call from AT&T. I called the escalation person who called me back later that day. She could not understand why the installer had not shown up and had me hold while she verified things. After about 35 minutes, she transferred me to a tech services person who eventually felt there may be an issue with the order, and I would need to be connected to sales. At 45 minutes into the call, I was connected with sales and I was told the order that the door-to-door salesman had entered had a problem and that a new order would need to be generated. I agreed and went through the whole order process with the telephone sales rep. The install was now set for April 11 (my next available time). I asked the sales rep about the $300 reward card and he said yes, there is a promotion but it was for a $150 reward card. I insisted that the first offer was $300 and that I expected that to be honored. I was told that the $300 reward had expired in March at which time I told him that it was not my fault that the service was not installed as scheduled in March. I also suggested that they should reimburse me for the additional month of Spectrum internet as I was going to have to renew that and would be paying for both services. The call was suddenly disconnected. I did not receive a callback. I was insistent, not rude, but I'm now thinking the rep didn't like my tone. I have a call in to the original door-to-door sales rep but not sure where that will get me. I am considering dropping wireless and TV as a result. All of this is very painful.
Official Solution
ATTHelp
Community Support
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232.9K Messages
1 year ago
Hello there @mschmank, we're here to assist with your reward card promotion for getting AT&T Fiber Internet.
The AT&T Visa reward cards will start with a 2-step process.
First, you can call att reward card center at For reward-related questions, please call: 800-288-9983 9 a.m. to 6 p.m. (CST), Monday through Friday.
Second, we invite you to please visit our Rewards Card Center and follow these instructions:
You may also have a box on your online MyATT account at https://www.att/com/myatt to claim your Rewards. The normal process is that you have service for 30 days or more, but you must claim all by 75 days following installation.
You can also check directly with the RewardsCenter and Click on the "Blue" Access your rewards button on the lower left side of the main screen. You will need your AT&T Account Number and your Zip code for verification purposes.
Thank you for visiting the AT&T Community Forums.
Ashley, AT&T Community Specialist
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arp67
New Member
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3 Messages
1 year ago
mschank,
Yes it seems that not paying out the rewards card is part of the AT&T promotional model. I was promised a $50 reward card, and a $200 reward card. I received the $50 card, but they never sent the $200 card. When I called later to check on the status of that card - after going through the usual gauntlet of dropped calls, "let me get my manager", online chat, and redirections - I was told it was outside of the promotional period or some such excuse, and that they would not be able to fulfill their offer.
So in other words, because AT&T waited too long to send me their promotion, that means that I am not eligible for the promotion. Make sense?
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Hanfro
New Member
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1 Message
1 year ago
I’m having the same thing. They totally misrepresented lol. I took photos of all the rewards in my cart as I was checking out and am going to call tomorrow. I wouldn’t have gotten service with them if it weren’t for that promotion. Not to mention my “20 minute self install” wifi took a cumulative 6 hours on the phone, 4 live agents, and 2 failed chat agents to get set up.
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mschmank
New Member
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3 Messages
1 year ago
The "Official Solution" posted by Ashley (AT&T Community Specialist) is just another in a series of AT&T responses. It's a canned response to any post with keyword gift cards. She, or the bot claiming to be her, didn't read my post. I finally called the door-to-door AT&T salesman who initially offered the promo. He's a real person with a face. He was apologetic and embarrassed and had a total understanding of my concerns, explained what happened and has a solution...took all of a 10 minute phone call. The hours spent on the phone with escalation specialists, support specialists, technical specialists and sales specialists was a colossal waste of time and eventually getting hung up on by the sales specialist still leaves me speechless. I'm guessing that dude uses that tactic any time he the call is off script. I'm giving the door-to-door person a chance to fix the problem. We'll see what happens...my 4th appointment for install is Tuesday AM (three no show, no notice cancels by AT&T prior to this). He has promised the original promotion offered when he initially came to my door in February. Stay tuned.
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arp67
New Member
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3 Messages
1 year ago
Lucky for you, mschmank, it sounds like you have a possible solution. I followed your lead and looked through my records and found the name and number of the "regional account manager" at AT&T that registered my account. Of course, there was no answer and the recording said that the account has a voice mail box that has not been set up yet.
I checked with Xfinity, which I never had a real problem with in well over 10 years, and I can get 1.2 Gig service down (but only 200 Mbps up) for the same price as I'm paying AT&T. I guess I'll be switching back, as AT&T is clearly uninterested in keeping my business.
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ATTHelp
Community Support
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232.9K Messages
1 year ago
Hi there, @Hanfro! We want to get you pointed in the right direction for help with your Rewards.
We recommend that you contact our Reward Center team by calling 800-288-9983. Our team is available to help from 9 AM to 6 PM Monday through Friday.
They are best equipped to help address any concerns you may have regarding the Rewards Card promotions.
Please feel free to reach back out if you need help in the future. Thank you for contacting the AT&T Community Forums!
Lacey, AT&T Community Specialist
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ATTHelp
Community Support
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232.9K Messages
1 year ago
We understand your frustration, and would be happy to help with your rewards card inquiry @arp67.
In order to further help looking into this for you, we'll need to meet in a Direct Message. We'll need to gather some furhter information from you. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).
We look forward to hearing from you.
Robert, AT&T Community Specialist
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ATTHelp
Community Support
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232.9K Messages
1 year ago
Hi, @mschmank, We would be glad to follow up with you to make sure your installation goes well.
To do this, we will need to discuss account details in private. We'll be sending a Direct Message shortly. Please look for a notification in the upper right corner of the page, alerting you of incoming messages.
Daniel, AT&T Community Specialist
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arp67
New Member
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3 Messages
1 year ago
I gave up after 4 hours of waiting to "discuss account details in private." I followed the instructions in the DM and didn't get as much as a single question. Screenshot below, with clock widget overlay.
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mschmank
New Member
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3 Messages
1 year ago
I would say I don't know whether to laugh or cry but I'm done crying so all that's left is a big laugh though the joke is on me. My fourth install appointment came and went this morning and still no AT&T Hi Speed Internet, however, the reason is different now. There was some slight improvement over my three previous appointments which were no notice no shows (see my previous posts). This time, I received text messages reminding me of the install appointment and I received a text from the installer prior to his arrival. He even arrived within the install arrival window. Nice guy, real person. I also got some traction from posting here, though it seemed I should wait until after the install window to respond (the links I was sent by the AT&T Community Specialist expired before the install date...go figure). Once the technician got here, he determined that my side of the street did not have a terminal in the ground box in my front yard, and that engineering would need to come out and run lines to the other side of the street before a new install date (the 5th one) could be set, all in a time frame TBD. He said my order would sit in limbo until the engineers finished and then I would be called to schedule the install. At this rate, the install may never happen, and I can't continue to complain about not getting the $300 rewards card if the service is never installed. Meanwhile, the Spectrum Internet service is still working just fine and I'm into them for another full, non-prorated month starting day after tomorrow. I'll post again with the next update. Depending on how things go, next update could be an adios to my 7 lines of AT&T wireless and my DirectTV stream.
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