Gateway Activation Nightmare
We moved last week and wanted to transfer our AT&T internet service to the new house. Tech comes out to install the new gateway and it is not working. A few days later we get a new kit to do a self-install after canceling the old service account and creating a new one. It has been 2 days and every time we call support they say "the account is pending." Why in the (Edited per community guidelines) is the account still pending? It should not be taking over a week to activate an account. I called again today two different times. One person said they fixed the issue. Of course it was not fixed when I got home so I called again only to be told the service would not be activated until sometime between 9pm-12am tonight. Why would it take that long to activate a service? You mean to tell me that if a tech came out and installed a modem a customer would have to wait until the evening to get service? That makes no sense. We never had this issue at our old place. Can anyone shed some light on why it might be taking so long?
ACE - Professor
3 months ago
Cancelling your old account has probably caused a glitch in the setup. You should call the cs number and say cancel service or loyalty group. When you get connected to a person. See if they can help fix the problem. The loyalty group has more system access than the first line cs who read a script.
2 months ago
We understand how important it is to get your internet setup, @xzianthia. Let's get your Gateway activated!
Thanks for giving us a detailed account of what's happened. This will save us some time. In order for us to look further into why your not able to activate your gateway, we'll need to speak privately. We can look into your account status and send a tech if necessary. Please check your direct message inbox in the top right corner of the screen. We'll be messaging you there shortly.
Aminah, AT&T Community Specialist