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algybulgy
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The 5th element!
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New Member

 • 

10 Messages

Mon, Jan 31, 2022 8:50 PM

Issue getting ATT Fiber order completed

Timeline of events:

1. Late Dec 2021 I ordered ATT Fiber. Order went through with no issue and got a barrage of welcome emails.

2. Next day I get a phone call from an ATT employee saying "there is an active previous account at your address via third party provider. We will need a utility bill from you".

3. I send my utility bill. Get automated email telling me "This may take up to 14 days".

4. Silence ensues. 

5. I check order status late January 2022 "Order cancelled".

6. I call in and neither sales nor technical support can resolve an issue with "a conflict" on my address.

7. I requested sales to call me back with what is the reason for the conflict. Haven't heard anything back for a few days now

8. Check my address on the ATT website and now it says "Fiber is not offered at this address".

I am now thoroughly confused.....surely ordering internet service should not be so difficult? What should be my next course of action?

browndk26

ACE - Professor

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4.7K Messages

6分前

The previous resident has to cancel their service. Or the reseller terminates the connection due to non payment. 

dave006

Scholar

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3.1K Messages

6分前

@algybulgy 

Next day I get a phone call from an ATT employee saying "there is an active previous account at your address via third party provider. We will need a utility bill from you".

A third-party supplier is someone like Toast.net or Sonic.net an AT&T Reseller. What part of the country are you located in?

IF it were just a customer that moved that may have a move pending or never cancelled service then that can take up 30 days to clear. But a reseller actually owns the line and AT&T cant touch it without a release by the reseller.

Sonic is only on the west coast and Toast.net is many markets.

I would lookup your address on sonic.net and toast.net to see what shows up. Let us know what you find out.

Dave

algybulgy

New Member

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10 Messages

6分前

@dave006 Thanks for your reply. I am in southern USA. I was told that the third party reseller is Earthlink. We moved into this house in August. I have requested my realtor to check with the former owner about cancelling their service a couple of times now. 

EDIT: I just checked with Earthlink and while their website is allowing me to schedule an install via ATT, their sales agent in chat is telling me my address is not serviced. 

(edited)

dave006

Scholar

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3.1K Messages

6分前

@algybulgy 

Give this link a try for Earthlink Fiber to see if your address shows up as valid.

https://www.earthlink.net/internet/fiber-internet/

If it shows up give them a call at 866-383-3080 (Home Internet Sales) and see if they can help you clear address.

Dave

Dave

algybulgy

New Member

 • 

10 Messages

6分前

@dave006 

That link confirms I can get one of three options at my address:

1000Mbps for $99.95/mo.

100Mbps for $79.95/mo.

50Mbps for $49.95/mo.

Time to call Home Internet Sales. 

Thanks!!!

algybulgy

New Member

 • 

10 Messages

6分前

@dave006 

I called up ATT again and this time they were able to place an order for me. No reasoning as to why the online systems were glitched out. Install is scheduled for Monday. Fingers crossed. 

dave006

Scholar

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3.1K Messages

6分前

Thanks for the update. But it look like you were on a wild goose chase about a thrid-party reseller.

Since it has almost been exactly 30 days not including holidays it really sounds like a previous Fiber customer that was moving and having issue with moving service it is not as easy as all the ISP's claim or forgot to cancel their Fiber at your address even if it was through a reseller until they got the next bill. 

Dave

Glad it woked out for you

algybulgy

New Member

 • 

10 Messages

6分前

@dave006 

As I suspected, nobody showed up for my install. After waiting two hours past the install I called customer service. They "claim" someone called me on Feb 1 (of course there was no voicemail) and that there is a "business" account active at my address ergo they cannot proceed further. I am back to square one.

(edited)

my thoughts

Employee

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19.4K Messages

6分前

Business account would be EathLink, the reseller.

Depending on IF and WHEN they cancelled the service.

ATT does not prorate service, the account has the service until end of billing cycle. 

An example if EarthLink cancelled 3 days into new billing cycle, they have the address for next 27 days before release would ge valid allowing new install.

algybulgy

New Member

 • 

10 Messages

6分前

Earthlink claims they don't service this address.

ATT claims the account is still active.

I was asked to resubmit my proof of address by ATT which I have done. I am not holding my breath. 

(edited)

my thoughts

Employee

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19.4K Messages

6分前

Zip code?

algybulgy

New Member

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10 Messages

6分前

Ummm.....is there a DM or similar mechanism I can use? 

my thoughts

Employee

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19.4K Messages

6分前

https://broadbandnow.com

enter your zip code in abovewould list all ISPs for the zip code.

If EarthLink is the only other DSL/ Fiber provider, reselling ATT service  and ATT says an existing business account that is likely who has the address. 

Resellers are described as ENTERPRISE account. 

(edited)

algybulgy

New Member

 • 

10 Messages

6分前

Yes Earthlink is listed in that website as servicing this zipcode.

Also, ATT told me the current active account is via a third party reseller and let slip that it was Earthlink and today they tell me it is a business account.

I chatted with Earthlink a few days ago and was told quite forcefully by an account rep that this address is not served by them. 

(edited)

algybulgy

New Member

 • 

10 Messages

6分前

Got a call from an 844 ATT number today. Lady asks me if I am aware that there is an existing account at this address. I responded that I am aware and that I sent a proof of residence (utility bill) on the 7th. Of course the lady had no idea that it was sent. She promised me that someone else will call me with a resolution in a few days. I asked if I could call Earthlink to help get the disconnect moving. She gave me a number ending in 6502 which turns out to be an ATT number. I get through a person who tells me to call sales. I say that never works so he gives me an ATT number ending in 5288 (option 4 to disconnect) and assures me I will be taken care of. I call there and get a prompt telling me to go to www.att.com/disconnectdesk and hangs up. Of course there is no way I can fill out that info.

Called up Earthlink. They said the previous account is 2 year old and inactive. 

My journey continues. 

(edited)

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