2 Messages
Internet Air service not showing up on existing account. Is there a phantom account out there with my service? How do I find it?
Internet Air and the missing account(s)
I haven't seen any issue like this in my searches and apparently AT&T themselves haven't encountered this issue, because they have been unable to support thus far:
We were existing Internet 18 customers in Northern California. Going through the link provided to me, on their website, I went through the process of putting in an order for Internet Air. The order did not end up showing up on my account, but was searchable through their order search on the website as an unattached order.
The Air Hub device arrived and the Smart Home Manager app kept defaulting to my existing account instead of equipment set up. It would only recognize that my account was for Internet 18, and then once that service was deactivated that it was no longer active.
I spoke with Support and they determined the best course of action would be to start over and send in the existing equipment. I went through the order process with them on the phone and new equipment was sent. I received an email to complete registration and as soon as I accepted terms and conditions on the website it recognized that I had an existing account and stated I was good to go. I perhaps could have cleared cache, gone through incognito mode, or perhaps used a different email or phone number at this point in an attempt to avoid the issues to come, but I think it's reasonable to have expected providing my preferred login credentials and information would be fine.
The second Air Hub has arrived and the same issue. It is not part of my account services. The Smart Home App sign in leads me to an error that my User ID doesn't work - presumably because it 'thinks' there is no active Internet service associated with it. I have an email verifying a payment associated with the set up of the second Air service, but in talking to Support today they indicated the payment appears to be associated with the serial number of the initial Air Hub that was sent. I currently have both devices right now, as well as my Internet 18 modem.
The issue has been escalated but while I wait for support I'm reaching out here to see if anyone has experience or ideas on how to resolve this.
I attempted to 'link accounts' through the My AT&T app and it appeared to be successful in that when I input my information it found an Air service and I received a message that my Internet Air was now linked to my account, but returning to my account details does not confirm this and still only highlighted the last activity on my account is the cancelling of the Internet 18 service.
my thoughts
Former Employee
•
22.5K Messages
5 months ago
ATT AIR is 5G FWA cellular service nit hardwired… I would expect, but do not know, that ATT AIR would require a totally separate BAN or Billing Account Number different from the hardwired internet 18 BAN.
I primarily base this on can have a 7 day trial of AIR while keeping the other service active.
If decide to keep AIR then the hardwired service is canceled and requires equipment returned.
If decide to cancel AIR must also return that equipment.
from fine print on AIR
AT&T INTERNET AIR OFFER: Residential customers only. If service is canceled, must return AT&T All-Fi Hub to AT&T within 21 days or be subject to a $275 non-return equipment fee. Equipment non-return fee will be refunded if residential gateway is returned within 6 months of cancellation. Autopay & Paperless Bill: Paperless billing requires a valid email address. $5/mo Autopay discount starts w/in 2 bill cycles. Pay full plan cost until discount starts. Taxes & Fees: Monthly cost recovery charge which is not government-required applies in TX, OH and NV. Taxes also apply. For one time AT&T transactional fees, see www.att.com/feesfor details. Service subj. to Internet Terms of Service at att.com/internet-terms. Other restrictions apply & may result in service termination. Pricing subj to change.
DATA LIMITATIONS: For all data usage, AT&T may temporarily slow data speeds if the network is busy. Service may be slowed, suspended, terminated, or restricted for misuse, abnormal use, interference with our network or ability to provide quality service to others.
Offers may be modified, or discontinued, at any time without notice. Other conditions may apply to all offers.
0
Kev82
9 Messages
4 months ago
Having the same issue. I’ve spent hours and hours multiple times with customer service and they have supposedly forwarded the issue to the proper tech specialist and still nothing. Been 3 months so far and I can’t use smart home or see my account to view or pay my bill. Did you ever get this figured out?
0
0
cwinthevw
2 Messages
4 months ago
Nope, same situation. Last customer support call had been hopeful on resolution in the next week after the call. That was 3 weeks ago, I think, and no resolution. Good news is that it looks like I'm only being billed for one service at this point instead of two, but my current service is still not associated with my account.
0
0
receding_hairline
Employee
•
212 Messages
4 months ago
Try http://att.com/myinfo then forgot User ID and go with all the options. Essentially just email or phone number.
0
0
Kev82
9 Messages
4 months ago
That doesn’t work. The account is linked to my account but it won’t show up on my account on my end. It shows an inactive att air account that somehow is there after my dsl account was canceled. But it won’t show the active att air account . We tried re linking , changing email and making a new account but nothing works.
0
0
receding_hairline
Employee
•
212 Messages
4 months ago
Sorry to hear that,. Once again an issue that should be fairly easy to fix using common sense, but then reality strikes. When it comes to combining or linking logins accounts it always somehow leads to headache. Only advice I can offer is to chase att and ask for supervisor until you get someone on the line who can actually sort it out.
(edited)
0
0
Kev82
9 Messages
4 months ago
Thank you. You would think it should be easy for them to fix but who knows. Called today and was told again an expert team as supposedly been working on it for over a month and still can’t figure out what is wrong and why it won’t link to my online account and why an inactive account is showing up on my account . It’s very annoying and about to just cancel and get spectrum soon .
0
TinaB61
New Member
•
7 Messages
3 months ago
I've been having the same issue since October. Very frustrating. Then there not opened on the weekend and I work. Weekend is the only time I can call.
0
Lauraadams97
1 Message
1 month ago
I’m running into the same thing too and no support techs have had any idea what’s going on
0
0