New Member
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10 Messages
Issue getting ATT Fiber order completed
Timeline of events:
1. Late Dec 2021 I ordered ATT Fiber. Order went through with no issue and got a barrage of welcome emails.
2. Next day I get a phone call from an ATT employee saying "there is an active previous account at your address via third party provider. We will need a utility bill from you".
3. I send my utility bill. Get automated email telling me "This may take up to 14 days".
4. Silence ensues.
5. I check order status late January 2022 "Order cancelled".
6. I call in and neither sales nor technical support can resolve an issue with "a conflict" on my address.
7. I requested sales to call me back with what is the reason for the conflict. Haven't heard anything back for a few days now
8. Check my address on the ATT website and now it says "Fiber is not offered at this address".
I am now thoroughly confused.....surely ordering internet service should not be so difficult? What should be my next course of action?
browndk26
ACE - Professor
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5.9K Messages
2 years ago
The previous resident has to cancel their service. Or the reseller terminates the connection due to non payment.
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algybulgy
New Member
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10 Messages
2 years ago
@dave006 Thanks for your reply. I am in southern USA. I was told that the third party reseller is Earthlink. We moved into this house in August. I have requested my realtor to check with the former owner about cancelling their service a couple of times now.
EDIT: I just checked with Earthlink and while their website is allowing me to schedule an install via ATT, their sales agent in chat is telling me my address is not serviced.
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dave006
Scholar
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4.2K Messages
2 years ago
@algybulgy
Give this link a try for Earthlink Fiber to see if your address shows up as valid.
https://www.earthlink.net/internet/fiber-internet/
If it shows up give them a call at 866-383-3080 (Home Internet Sales) and see if they can help you clear address.
Dave
Dave
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algybulgy
New Member
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10 Messages
2 years ago
@dave006
That link confirms I can get one of three options at my address:
1000Mbps for $99.95/mo.
100Mbps for $79.95/mo.
50Mbps for $49.95/mo.
Time to call Home Internet Sales.
Thanks!!!
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algybulgy
New Member
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10 Messages
2 years ago
@dave006
I called up ATT again and this time they were able to place an order for me. No reasoning as to why the online systems were glitched out. Install is scheduled for Monday. Fingers crossed.
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dave006
Scholar
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4.2K Messages
2 years ago
Thanks for the update. But it look like you were on a wild goose chase about a thrid-party reseller.
Since it has almost been exactly 30 days not including holidays it really sounds like a previous Fiber customer that was moving and having issue with moving service it is not as easy as all the ISP's claim or forgot to cancel their Fiber at your address even if it was through a reseller until they got the next bill.
Dave
Glad it woked out for you
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algybulgy
New Member
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10 Messages
2 years ago
@dave006
As I suspected, nobody showed up for my install. After waiting two hours past the install I called customer service. They "claim" someone called me on Feb 1 (of course there was no voicemail) and that there is a "business" account active at my address ergo they cannot proceed further. I am back to square one.
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my thoughts
Former Employee
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22.5K Messages
2 years ago
Business account would be EathLink, the reseller.
Depending on IF and WHEN they cancelled the service.
ATT does not prorate service, the account has the service until end of billing cycle.
An example if EarthLink cancelled 3 days into new billing cycle, they have the address for next 27 days before release would ge valid allowing new install.
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algybulgy
New Member
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10 Messages
2 years ago
Earthlink claims they don't service this address.
ATT claims the account is still active.
I was asked to resubmit my proof of address by ATT which I have done. I am not holding my breath.
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my thoughts
Former Employee
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22.5K Messages
2 years ago
Zip code?
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