Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
Get superfast AT&T Fiber internet
Eric21's profile

4 Messages

Sunday, September 17th, 2023 7:42 PM

ATT Canceled my Internet without my knowledge

On 16 September 2023 I called ATT to have my Uverse TV migrated over to DirecTV streaming. I specifically stated I do NOT what my internet canceled just the Uverse TV service. Which should be obvious since DirecTV streaming uses the internet. 

The next day 17 Sep 2023 my internet stopped working. 4 phone calls to customer service later and they still cannot get my internet turned back on. Apparently you can remotely turn off an internet connection but not turn it on…

The part that really gets to me is I paid for internet service for the full billing cycle 08 Sep 23 - 07 Oct 23 so even if my internet was canceled it should have kept working until the end of the billing cycle. 

The other big issue for me is ATT is saying they can only turn my internet back on by making a new account and new order. This changes key things about my plan such as price and data cap, see below:

Internet Plan prior to ATT mistake:

$69.99 monthly - $15 military discount= $54.99 total monthly payment


unlimited data 

New plan that they are trying to make me get:

$85 monthly - $5 auto pay discount = $80 total monthly payment. 

Data allowance usage Cap C, whatever that means. 

Why should I have my bill increased because ATT messed up by canceling my account for no valid reason and without my permission?

Accepted Solution

4 Messages

8 months ago

Just got done with customer service…

Apparently ATT cannot just turn my internet back on. I had to sign up for a new account and cannot get the same monthly rate I had before. What a shame, ATT canceled my internet by mistake then made me get a new  account at a higher monthly rate. 

It just feels like a scam to me, almost like they do this on purpose to get you off an old rate and pay more for the same service. 

Nothing else can be done…

I have had internet with them four 9 years, it seems they don’t value customer loyalty. 

Very disappointed…

ACE - Professor

 • 

5.8K Messages

8 months ago

Call 800-288-2020 and say cancel services or loyalty department. Confirm you are speaking with a loyalty rep. See what they can do. They are typically above first line CS and have better access to billing, etc. no reason to lose a military discount. Call Monday - Friday. 9-7. Better chance of getting a US based rep. 

Former Employee

 • 

32.9K Messages

8 months ago

You can’t migrate uverse to stream 2 different services. You must cancel uverse and sign up for stream. 

4 Messages

8 months ago

The term “migrate” was the term the ATT employee used when referring to switching my Uverse TV to DirecTV. 

The Uverse TV was supposed to be canceled while keeping the internet. 

My new TV service was supposed to be DirecTV.

(edited)

4 Messages

8 months ago

The other piece that I don’t understand is, if ATT can remotely turn off my internet then why can’t they remotely turn it on?

ATT reps are telling me I have to order new internet service, wait for a tech to come install the service, pay more monthly than I was before, and have a data cap which previously was unlimited. 

ACE - Professor

 • 

5.8K Messages

8 months ago

Call the loyalty group today. Let them try to sort everything out for you 

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.