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zubion's profile

Contributor

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7 Messages

Wednesday, August 2nd, 2023 12:14 AM

DSL service being discontinued?

Hi, I received a letter saying that says "Call to us to avoid disruption of your AT&T Internet Service", and that "AT&T will no longer support service on our older copper network to your home". The number on the letter 1-866-941-4160 goes to a fraud line, with no menu option to speak to a rep, just keeps asking to enter a phone number, so I tried the online chat. At first, the chat rep said not to worry, nothing is being suspended, ignore the call. I reiterated it was a call and mentioned the letter again. This time said copper service might get disrupted and to upgrade to fiber. When I asked when is the deadline of this cutoff, they did not give one and just kept telling me to upgrade now.

Is there a number I can call to verify whether this service disruption is even real? The letter had the AT&T logo and had the last four of my account number.

Accepted Solution

Official Solution

Former Employee

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22.3K Messages

9 months ago

https://www.att.com/internet/availability/

enter your address in the above link, choose as NEW not current account.

If best speed is Internet 300 and greater your address is eligible for fiber.

For addresses where fiber is available ATT will not repair your existing service if have any issues.

Need gateway replaced, have to switch

Have low speed or coverage need to switch

Basically any call by you for a service will need to upgrade.

Thus your choices are…

* schedule upgrade at your convenience before having any problems

* wait till actually have a problem then wait till your appointment can be scheduled 

* change provider



edit if upgrading recommend calling ATT 800-288-2020

(edited)

Contributor

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7 Messages

9 months ago

Thanks for explaining the potential impacts!

3 Messages

9 months ago

Yes, for better and worse the major telcos are now moving to divest their old copper telephone networks. That letter is sort of a "scare tactic" in the sense that they're doing their best to make it sound like they're actively yanking it from you (which they're usually not... yet), but network maintenance on the old copper lines is almost nonexistent at this point and the rates are spiking to the truly insane.

New Member

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3 Messages

9 months ago

I also got a letter like this and strongly suspect its a fake letter (or ATT totally screwed up and put the wrong phone number in their letter).   The phone was 855-941-4160.  I got an immediate callback from some non 8xx other number and it all felt scammy so I hung up.

I did notice online via my ATT account, I couldn't make changes.  So its possible the forced upgrade is real, but the letter itself was a scam. Not sure.  Probably best to call ATT on a number from their site.

3 Messages

8 months ago

If there are fibers available, the customers need to upgrade to the fibers and some areas the lower internet plans are discontinuing, It is better to check with the AT&T support and they will help you with this and if the upgrade is needed they will let you know  

1 Message

7 months ago

I had the same thing happen as gw104270 did.

The letter has the correct four digits for my "account ending digits" as well.

Huh.

2 Messages

7 months ago

I got the same letter and tried to call to schedule and every single time the automated bot "transferred" me to someone to schedule my call and ended up with a busy signal or was hung up on.  I also could not find any way to schedule it online.  I will try again tomorrow during normal business hours, but this may be the reason I finally leave ATT.  They have been pushing me to upgrade for years (I have resisted because in the past they have damaged my property and refused to take responsibility or repair it because it was done by their contractor/sub contractor but refused to give me any information about the contractor so I could seek reimbursement directly) so I think its legit, but its crappy customer service to direct me to a phone number with a bot that is useless and transfers me to dead extensions. 

Contributor

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7 Messages

7 months ago

Their handling of this forced upgrade has been absolutely infuriating. Two months after I scheduled an upgrade, I still have no fiber because their contractor can't get a line into the complex, and now I get a notice telling me my service will be disconnected at the end of month. Seriously!? Hope you all have a better time. 

(edited)

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