3 Messages
Urgent: Can't Set Up AT&T Fiber/Internet Due to Previous Tenant's Account Linked to My New Address
I'm new to AT&T and am about to move into a new apartment that only supports AT&T Internet. I need to establish service and set up an account, but I've encountered a problem: there is still an existing account linked with my new address (I guess could be the previous tenant's account, even though they've moved out). This is concerning because I've read that AT&T typically allows only one account per address.
When I called customer service for Internet (Edited to remove personal information), the representative told me that I couldn’t order service online due to the existing account link but offered to set up the service over the phone. She assured me this would resolve the issue immediately, which I'm a bit skeptical about—it sounds like typical promotional rhetoric. Does anyone know whether this is true? I've seen discussions suggesting that resolving this might require a dispute, an abandonment of service request, or even involvement from VP customer care, but I can't find any current contact information for that group on their website (looks like there's an update? anyone knows how to contact them?). Besides, since I don't have an AT&T account, I wonder how I can get in touch with these groups.
I'm quite anxious about this as I have an international business trip coming up and need to resolve this before I depart. Has anyone experienced a similar issue or have any insights on how to handle this? I will inform my leasing office again, although they have already reached out to the previous tenant once. So I'm not sure whether they're still able to get in touch with the previous tenant. But I wonder what I should do if, in the worst scenario, this "existing account" is still linked to my address even after I move in. Any advice would be greatly appreciated!!
Accepted Solution
Official Solution
dave006
Scholar
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4.2K Messages
16 days ago
Please use this link to order service or call the number listed on this Official AT&T page: https://www.att.com/internet/fiber/
Dave
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browndk26
ACE - Professor
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5.9K Messages
15 days ago
Check with the property manager. If it is a connected community, the office may be able to get the problem solved.
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Accepted Solution
my thoughts
Former Employee
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22.5K Messages
15 days ago
Does your rent include internet?
If no, each unit has their own account.
Then concerning the previous tenant, did they cancel or move the service to a different address?
If cancel, ATT does not pro rate the final bill, which means they keep the service until end of billing cycle, no two accounts at same address…
If moved their account to new address, the account stays locked to the old address until successfully installed at the their new address. This means waiting till the account is no longer associated with the address in question.
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Ginger_
3 Messages
15 days ago
Hi @dave006 and @browndk26 ,
Thank you both for answering my question!
I initially tried ordering online as Dave suggested, but the site indicated that my new address is still linked to an existing account. I called the contact number provided on that webpage today (the same number twice), where I received two different responses:
The first representative informed me that the previous tenant had initiated a disconnection request, which wasn't fully processed yet. He offered to set up my service directly and mentioned he could offer me more discounts than the website provides.
The second representative suggested submitting a work dispute if the account is still linked to my address. He mentioned that AT&T agents would need to verify my residency with my leasing office before they could cancel the previous service and set up mine. However, he noted that my address is part of a "connected community" (as @browndk26 suggested) and, due to certain restrictions, he couldn't go into that and proceed anything for me, though he mentioned not seeing any active service under my apartment (so he also thought the previous tenant might have canceled their service but the website didn't update for some reason). He advised me to contact the connected community directly (866-299-6824) to verify this and start service through them, but they were closed for today.
Now, I’m facing a new issue in addition to the existing account problem. The first rep seemed ready to set up my new service immediately (and similar to the one that I called yesterday, he wanted me to start the service with him immediately), while the second indicated that I MUST and can ONLY start my service through the connected community. This contradictory advice has left me confused about the best course of action.
Do you have more insights on this new issue? Which approach would likely be more straightforward for activating my service? Any insights or advice you can provide would be greatly appreciated as I navigate these complications!
Thanks in advance for your help!!
PS. Just wanted to add that the leasing office has never mentioned that they're part of a "connected community." Previously, when I received the to-do list from them, they only asked me to call AT&T to start the new service. But I just searched for "AT&T connected community" in the forum. It sounds like connected communities already have gateways in each unit, which I doubt whether it's the case for the complex I'm moving in and makes me even more confused...I'll call the property tomorrow and hopefully they can give me an answer.
(edited)
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Ginger_
3 Messages
15 days ago
Hi @my thoughts,
Thank you so much for your reply! My rent does not include Internet and the leasing office asked me to contact AT&T to open an account and start my service. As you mentioned, each unit has its own account (but Idk whether this has some relationship to do with (or, is conflict with) whether this complex is a “connected community.”
I’m also confused about the previous tenant’s service status. One AT&T customer service representative told me that the previous tenant has submitted their disconnection request but it’s not complete yet. The other representative said he didn’t see an active service but did see their account still associated with my new address. I felt like this might be related to one of the situations you mentioned. But yeah, it looks like as long as theirs is still linked to my address, I cannot open new service for me…
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