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jdp412's profile

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1 Message

Fri, Jun 17, 2022 9:01 PM

Contact information for Address Verification?

I just moved into a new rental a few weeks ago. I started a brand new ATT account at my new home immediately upon moving in. Modem arrived as indicated, I self-installed, everything worked. Great.

5 days ago my internet mysteriously stops working. After an hour of sitting on hold and service calls, I am informed that the problem is that the prior tenants of this property hadn't paid all their bills, so my internet was being cut off. After sitting on the phone for another hour, I am told that I will need to close my account, set up a new account, and set up a new modem. I point out how ridiculous this is, but I am told this is the only way. Fine. Now I have to wait another three days for modem delivery. My modem arrived yesterday and it still doesn't work. I am told that I am still blacklisted from service until I submit documents for an address verification. I don't have internet to send this but I do it on my dwindling data. Nothing has been done, so I called again this morning, and spent an hour trying to convince the service rep to forward me to the desk responsible for handling this so I can get internet back on at home. She finally does, but hangs up the call rather than transfers me.

I need a direct contact number for address validation so I can get this turned back on. This has been a full work week without internet and my wife and I both need to do some of our work remotely (i.e. from home, where we have no internet). I have probably spent upwards of 6 hours on hold or with service reps at this point, and my problem has not been fixed. Meanwhile I am being billed for service I am not receiving.

Does anyone have this information? Or, alternately, is there a number to directly reach an operator who will dispatch a technician to my house to fix this on site? The only other thing I can think of is to cancel my service, get a different provider, and in the meantime retain a customer rights lawyer to bring this to small claims court.

browndk26

ACE - Professor

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4.8K Messages

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Call 800-288-2020. Say cancel services. confirm you are speaking to a loyalty rep. They are above first line cs and are more knowledgable about fixing accounts. Not saying they can, but they will be more helpful.   

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