Internet Air duplicated accounts

Hi @FRP! We completely understand your concern regarding your Internet Air account, and would like to help. Let's get the assistance you require. Sounds like you've been through a lot, and we want to help change this experience for you.

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 [www.att.com/support/contact-us/], 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 for contacting AT&T Community Forums,

Rob, AT&T Community Specialist.

Thanks Rob for the generic, not so heart-felt, but paid for, encouragement. ATT is a behemoth of a company, whose main goal is to generate value for its stock holders. Customers come and go and are indistinguishable one from another. 

Same issues with no help!

Hello!  Since March, of 2024, I have experienced the exact same frustration and anger about my new ATT Internet Air Hub!  Previously, I had ATT Uverse internet Wifi.  I signed up for Internet Air because my Uverse equipment was old.  I received the Air Hub in the mail, scanned the QR code as instructed.  After downloading the Smart Home Manager Application, I was instructed to either log in to my existing ATT account, or create a new account.  I logged in to my existing account as instructed.  I noticed that the application showed  my old Uverse equipment, not the new Internet Air Hub equipment.  But I proceeded with the installation.  I was able to use the Internet Air hub's wifi successfully.  I unplugged the old Uverse modem.  I did not receive any instructions on returning the old equipment.  As time passed, I did not receive any documentation, billing information, or updates regarding my old Uverse account, or my new Internet Air account.  In the middle of April, a month and a half later, I received an email stating, "You've missed your ATT Internet payment!"  They disconnected my service.  I spent 2 hours on the telephone and Chat, but no one could help me.  I spent the first hour talking with customer service, after being repeatedly dropped.  They finally said that I was calling the wrong number for Internet Air, even though I was instructed to call 800-288-2020.  I was told that I had to call "Mobility" at 844-933-4784.  After trying that number several times, I gave up, after being dropped.  The next day, I began a Chat with ATT.  The kind man that I chatted with, told me that it was beyond his power to help me because ATT had not yet set up a team to deal with Internet Air customer service.  He could view my Internet Air account and could process both April and May's payment, so that my service could be restored.  After paying the bill, my service was restored after 2 days.  I was told that a service ticket, CDEX-261827, was generated, and that I would be called within 3-4 days.  I do not like paying my bill without being able to view it!  

     So, now after waiting 20 days, I called Air Internet's phone number again.  I spoke with the agent for over two hours.  She could also view my account and assured me that she could straighten it all out!  I was instructed to merge accounts.  No matter what I tried, all I could view was my old Uverse account.  She finally stated, "You're not going to like this, but I cannot help you."   She told me to go to an ATT store to pay my bill before the next due date, or they would disconnect me again!  What terrible service.  Won't someone from ATT Internet Air please contact me?  I've been a loyal ATT customer for over 15 years, but I'm almost to the point of giving up and getting another provider.  How could they launch a huge system like this without customer service support?   I still have not heard anything on my service ticket!

Thanks for reaching us @lyonssteve.

We understand your situation regarding Internet Air. This is not the experience that we want you to have. Let's guide you in the right direction.

As this concern is regarding Internet Air, we have a dedicated team to assist. We'd recommend that you get in touch with our Internet Air support team at 800-288-2020 for further assistance.

If you have any other questions, please feel free to write back.

Thank you.
David, AT&T Community Specialist.

Your team at 800-288-2020 can't do anything to help!  After spending an hour waiting, I was finally able to talk to someone, but I had to call another number for Mobility...what a mess!  I was finally given a ticket number and told that I would hear from someone within 4 days.  That was two weeks ago!  Really?

Know what you mean been without service for over a month waiting on a call which never came.

I have been having the same issue since October. I have called and spoke to someone on serveral occassion and still no results. Even got a ticket #.