Our Community Forum will be shutting down on June 27, 2024. Please visit att.com/support for all your support needs.
roseacds's profile

New Member

 • 

2 Messages

Friday, March 25th, 2022 3:33 AM

Been wanting to cancel but can't...

Back in the beginning of 2022 I transferred the DirecTV and ATT Internet account from my aunt to my name since she is no longer wanting to take care of the bill. After continuous tries with the TOBR, I finally was able to finalize the transfer. I even got the customer service summary and it says the ONE account number with the cable and internet are to transfer onto my name. But not to long after I got an email saying only the cable was being transferred and never got an email for the internet.

A week later I saw that the cable was finalized under my name and the internet was still on my aunt's att account, and so was the cable. But now the cable and internet are under two different account numbers. The cable's account number is the same as before and is on her account and my account. The internet was them removed from that account number and was put under only under my att account under a different account number. I've tried contacting att both through phone and chat and neither was helpful. The chat support would say that all the transfers were completed and I'd needed to conntact ATT by phone to cancel my service, since I had a direcTV account (which I already knew that I had to call them to cancel). So I called ATT support and after many different transfer, I'm told that the transfer is not complete and that they cannot cancel any of the services since there is a order that is not complete. They also told me that I'd need to submit a new TOBR request, while I've already have but couldn't submit it because the current order was not letting me submit a new order since they are technically the same account. I've told ATT this and they said to wait a week or two and call back.

I did wait the week or two to call back and have gotten the same response from both support channels. I've managed to combine my aunt's att account with my att account. I don't know how that happened since they are under different names and different SSNs, but it let me combine them on the first try. They are still under separate account numbers and I still can not request to cancel. 

Community Support

 • 

232.8K Messages

2 years ago

We are here to point you in the right direction, roseacds.

 

We are sorry for the inconvenience this has caused you.

 

In order for you to get the best help and for you to be able to cancel your account, we suggest that you call our support team at (800-288-2020).

 

They will be able to help you and answer any questions that you have.

 

If you have any other questions or concerns, feel free to reach back out.

 

Thank you for choosing AT&T.

 

Marc, AT&T Community Specialist

Former Employee

 • 

32.9K Messages

2 years ago

you keep saying cable, at&t doesnt provide cable 

New Member

 • 

2 Messages

2 years ago

My apologies. When I said cable, I meant DirecTV's satellite plans.

Community Support

 • 

232.8K Messages

2 years ago

Let's point you in the right direction to get that DirecTV service canceled, roseacds.

 

In order to do so, you will need to contact 800.531.5000. If you still under contract, you must pay an Early Termination Fee of $20 per month for each remaining month on your agreement. A  one-time deactivation fee of $15 may also apply. For your protection, only the account owner can cancel service.

 

A good rule of thumb is, to have your account number handy, so we can access your account with ease. 

 

If there is anything else that you need, please feel free to reach out to us again. 

 

Thank you for choosing AT&T.

 

Matthew, AT&T Community Specialist

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.