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Wed, Apr 1, 2020 3:29 PM

Customer service to move my internet was a huge headache

This process has been a complete headache, and if I had an option to not use AT&T I would not use it. However, it's all my apartment supports so I have to. I have spoken to 9 representatives over the past 3 days (for a total of almost 3 hours wasted on the phone) simply trying to move my internet service from one apartment to the next. Each person I have talked to has walked me through a different process saying the person I spoke to before set it up incorrectly. I've had my service moved and was told I would be able to keep my Internet 100 plan after I specifically asked the representative on the phone to confirm, but the confirmation email I received stated I would be getting Internet 25. The next rep said Internet 100 was incorrect, and I had to get Internet 25. That request got canceled due to an existing service blocking a new setup, so the next rep gave me a completely new account set up that then caused me to have to pay fees for new equipment I didn't need even after she confirmed on the phone that I could use my current equipment, then I had that new account canceled by a different rep because it was clearly done incorrectly and she said all that needed to be done was for a rep to look into the existing account at my new address and get it canceled so that I could then setup my account. Why did the other rep not do that in the first place?? And then yet another rep finally moved my equipment properly. I was also told I qualified for $150 in visa gift cards when I spoke to one representative, but now that's not the case???


Community Support


180.7K Messages

2 y ago

Hey @resteph,


Thank you for the feedback. We are always looking to improve our customers experience. To ensure you get the assistance you need as quickly as possible for your billing concern, we encourage you to contact our chat or voice support teams for assistance. Simply choose your product, and then scroll down to the bottom of the page for a chat live link. Our teams can assist real time, and there won't be a delay in response which may occur in forums.



Max, AT&T Community Specialist

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