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ohwellfiona's profile

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1 Message

Friday, July 22nd, 2022 10:24 PM

HELP: Is AT&T calling customers to give free fiber routers or Is this a scam?

Someone called my phone today to say that AT&T would like to replace my router for free, and upgrade me to fiber (something about 300 speed?). They asked me to make an appointment. I said I dont have time right now and asked for a number to call back. Soon after, I got a text about my appointment date that I did not make. 

I did not recognize the phone number (it is a local number, not a toll free). I called back to say to cancel the appointment, but got no answer.

Is this a scam? Is AT&T replacing routers for customers for free or is this a scam? The only thing I can think of, is if this is a third party that AT&T legitimately hired, AT&T might charge me for the appointment that I didn't even make and now can't seem to cancel. 

The text came from '74431' which some people say is legitimately AT&T, but I know these things can be duped.

Community Support

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231.2K Messages

2 years ago

Thank you for bringing this suspicious call to our attention, ohwellfiona!

 

This does not sound like a legitimate AT&T offer. We suggest that you report these unwanted calls and texts to us, so that we can do our part to help you and other AT&T customers not fall victim to scammers.

 

To reduce call and text spam in the future, please consider the following:

  • Reply to unsolicited short codes with “STOP” in the body of the response to prevent future messages.
  • Block calls and texts from a specific 10-digit number by going to AT&T Call Protect (if you have our wireless service).

As long as you didn't speak with anyone and provide any account information, the chances that an appointment was scheduled are very slim. Remember that you can always check your account to see if there are any scheduled appointments by logging into your myAT&T account.

 

Thank you for visiting the AT&T Community Forums!

 

If you need help with anything else, don't hesitate to let us know.

 

Aminah, AT&T Community Specialist

ACE - Expert

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34.9K Messages

2 years ago

AT&T does make unsolicited calls to upgrade current DSL customers who have fiber available.  I do not know if your call came from a representative of AT&T or even one authorized to call on AT&T's behalf.  Even so, they should have not scheduled an appointment if you told them no.

If you're getting texts/calls then it sounds like they were at least an authorized representative (because they had access to AT&T's system) but have misbehaved (by scheduling an appointment you didn't authorize).  Despite Aminah's assurance to the contrary, it is quite possible that an appointment has been created.  However, if they show for the appointment and you are not there, they'll have to cancel/reschedule the appointment.

You can call 800-288-2020 to cancel any such appointment and perhaps discuss your options if you do want to upgrade.  I advise you to ask specifically about what price you will pay, and not accept assurances such as "for the same price you're paying now," instead of a specific rate plan.

(edited)

New Member

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1 Message

1 year ago

I got a mailing from ATT saying no extra monthly charge to upgrade to fiber optics and when I called it was $69, when I complained and asked for supervisor. It was still higher and I got some run around mumbo jumbo call center script and then said I could go to a ATT store to get redeemed. I said #classaction #xfinity!! 

ACE - Expert

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34.9K Messages

1 year ago

You can lodge a complaint with the FCC or BBB.  It will be turned over to an AT&T support escalation group who will contact you.  

Contributor

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20 Messages

7 months ago

I am going through this right now, and like Clineberger, got same mailing, and email and voicemail about no extra monthly, but when I called ATT directly was told fiber is extra, there isn't anything cheaper than $55 and the copper program I was in could NOT be applied to reduce the bill, etc, which conflicts with what ATT has in writing in their promo page. So I have done what JefferMC said before I read this, complained with FCC, and got initial contact from escalation group via phone message saying someone from billing will 'reach out' next 2 business days, but so far only got another call from these unknown unsolicited callers saying they are from ATT with caller id of (469) 421-4950‬ and saying to call 844-468-0852 with a pin, a phone that only has queries from others in the same boat in the internet wondering if legit because not an ATT phone. Sounds to me like a switch and bait, use a '3rd' party making bogus promises about no extra cost, but 'correct' the customer the 3rd party was not right, that there is a cost. Makes me even wonder if this whole 'retiring' copper thing isn't a high pressured unnecessary tactic, since Microsoft stopped support Windows 7, but windows 7 computer still work ok, so maybe copper will still keep working ok as well, and all these ultimatums are just high pressure sales tactics. This is no way to gain customer confidence, and every way to make doubts higher.

ACE - Expert

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34.9K Messages

7 months ago

AT&T does want to quit maintaining their copper plant, but I have no absolute confirmation from AT&T that they are in-fact disconnecting DSL customers on any hard deadline.  If equipment fails, it may not be repairable and you might be in the lurch if you have not already upgraded at that point, and that might be part of the impetus for this.  AT&T really doesn't want to give you Fiber at cheap rates.  

Follow up with your contact from your FCC complaint and tell them that "Billing" has not called you, you're still getting solicitation calls and you want some clarity.

Contributor

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20 Messages

7 months ago

JefferMC, I like that wording you suggest, to tell them I want clarity and still getting solicitation calls, good tip, thank you. I was wondering how to handle this 'new' twist - solved, thanks!

4 Messages

3 months ago

300 fiber speed and At&t wanting to switch from copper lines to fiber Not techincally a scam but............here's my story/experience with them.   You decide what to think.

4 Messages

3 months ago

Springfield, Il.  1-24-2024   First, I want to say every At&t employee was very nice and I hope they read this to get a better understanding of what their customers experience.  At&t shares customer information across their companies (landline, wireless, internet) so it gets confusing on who's who within At&t.  It makes things feel shady.

 

This begins with landline At&t: 

 

My mother is elderly and easily confused.  Her At&t landline went out for a week.  I called At&t to get it fixed.  They said a technician would be out in 48 hours to look at her line (all automated).  I received no less than 4 texts over two days asking if the line had been fixed or they could cancel the appointment.  I replied each time that the phone was not working and please send a tech.  On the day of the appointment, they sent confirmation a tech would be out.  The tech/appointment was a no show/no call the day of the appointment.  I called the 800 number the following day to let them know we never saw a technician.   This time I got a real person and they informed me no technician would be coming to the house and there was nothing wrong with the actual phone line to the house.  A main line had been damaged in the area and hopefully, it would be fixed offsite by 4:00 the next day.  At 2:00 the next day, my mother phoned me to let me know her phone was back up!  Phone problem resolved.  Yes but no.

 

Enter At&t wireless sales:

 

Within two hours of my mother's phone line coming back after 5 full days of being disconnected, she receives a call from At&t.  It was a nice girl that lets my mother know that her land line to her house is old copper and At&t is trying to get away from old copper lines.  My mother is told she should look at the new fiberoptic line At&t is offering and At&t will install it for free.  My mom books the appointment for the following Monday.  Upon hearing this, I believe it to be a scam since I just talked to the At&t landline office and they said her line was fine.  I go to the Monday appointment and the voice over/ip (fiber) offer seems like a good deal.  She signs to upgrade the line, get wifi so phone will work with new line, and the payment goes down to $85. ($80 if she does direct pay)  Within an hour I get an email stating that what she signed up for will be $103 and $103 per month after.  It also looks like the rate goes up $10 per month after one year.  I texted the At&t representative and she said it should go down when we get the actual bill.  (I will have to update this post once we get a real bill, the bill and future bills # looks final to me)  The sales girl was awesome but I really don't have a good feeling about not seeing $85 listed as the future billing amount ($103 is listed).

 

 

 

 

Enter At&t wireless install:

 

Installation went great.  Professional installation.  Then we discuss getting the wifi/fiber working.  I am informed that because we are upgrading the line, we will lose the ability to call 911 if the power goes out.  They are required to discuss that.  ?What?!.......  At the end of this whole process, we discuss 911?  My elderly mother was without a landline for 5 days (so no 911 access) and now, we have willingly signed papers to elimate 911 as an option if the power goes out.  

 

As the tech is leaving, he lets me know I will receive a text with his phone number and his bosses phone number should we have any issues.  (5 hours later, no text, not phone number)  The tech was awesome but I really don't have a good feeling about not receiving his contact as he stated.

 

 

 

 

Bottom line:  It's not necessarily a scam but my experience was not great.  We are getting life alert for my elderly mother that will be tied to a cell phone.

ACE - Expert

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27.7K Messages

3 months ago

her land line to her house is old copper and At&t is trying to get away from old copper lines. 

This is true.  ATT is eliminating POTS (Plain Old Telephone Service) that uses copper lines.  Eventually there will no longer be cooper fed phone service.

we will lose the ability to call 911 if the power goes out.  They are required to discuss that. 

Again correct.  Digital phone service uses a modem and that modem needs power so if there is not power there is no phone service.

I’m a senior.  I have Digital phone service and yes, there has been a few occasions that I’ve lost power so I lost phone service.   I just make sure that my cellphone is charged.

I am a bit confused on the pricing unless the digital phone service INCLUDES internet service. https://www.att.com/home-phone/

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