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Aidanrs's profile

New Member

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1 Message

Thursday, June 30th, 2022 6:00 AM

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Why won't AT&T let me apply my ACP discount?

I recently got AT&T fiber and I'm approved for the ACP program, but despite multiple attempts I can't get AT&T to recognize the discount. I did the online AT&T acp form where I input my approved application id multiple times and waited weeks without confirmation. I also called and AT&T just said it must be a problem on the ACP's end so I called them and they said I was fully approved. Anyone else had the run around like this?

Accepted Solution

Official Solution

ACE - Professor

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5.8K Messages

2 years ago

Google is your friend. 

If you are experiencing any problems with your ACP benefit, please call us at the AT&T ACP Center (866-986-0963).


https://www.att.com/help/affordable-connectivity-program/internet/

Community Support

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232.2K Messages

2 years ago

We're here to assist with your ACP discount, @Aidanrs!

 

We do apologize for the experience you've had with us so far! For the best assistance possible, we recommend that you contact our phone support team at 800.288.2020. We thank you for your understanding.

 

Don't hesitate to reach back out if you ever need our assistance again. Thank you for choosing the AT&T Community Forums!

 

CalebP, AT&T Community Specialist 

New Member

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2 Messages

8 months ago

They don't answer the phone at the ATT ACP Center (866-986-0963). When I choose option #1 for home internet, the system does not recognize my selection and constantly repeats itself. Then I call the regular customer service number (800-288-2020), and they redirect my call back to the ACP call center. So, YES, I am definitely getting the run around!!!

If my ACP discount does not get applied, I will file a complaint with the FCC. This is a game they play with customers who qualify for a discount. 

1 Message

7 months ago

It can be frustrating when you're having trouble applying an ACP (Access from AT&T) discount to your AT&T fiber service. Here are some steps you can take to address the issue:

  1. Double-check eligibility: Ensure that you meet all the eligibility criteria for the ACP program. Make sure that your application was approved and that you have the necessary documentation to prove your eligibility.

  2. Verify information: Double-check the information you provided when filling out the online ACP form. Ensure that the details you provided match the information AT&T has on file.

  3. Contact AT&T again: Call AT&T's customer support and provide them with your ACP application ID. Explain the situation and let them know that you've already contacted the ACP program and have been approved. Ask for assistance in applying the discount to your account.

  4. Escalate the issue: If you don't get a satisfactory resolution from the initial customer support representative, ask to speak with a supervisor or escalate the issue to a higher level of support.

  5. Documentation: Be prepared to provide any documentation or proof of your ACP approval to AT&T if they request it. This might include approval letters, application IDs, or any other relevant documents.

  6. Keep records: Keep detailed records of your interactions with both AT&T and the ACP program. Note the date, time, and names of the representatives you speak with. This can be helpful if you need to escalate the issue or seek assistance from regulatory authorities.#TexasMdicalBillers&Coders

  7. Online forums: You might also consider visiting online forums or communities where other AT&T customers share their experiences. Sometimes, fellow customers can offer advice or insights on how to resolve similar issues.

  8. Regulatory authorities: If you've exhausted all your options and are still not getting the ACP discount applied, you may want to consider filing a complaint with relevant regulatory authorities that oversee telecommunications companies. In the United States, this could include the Federal Communications Commission (FCC).

It's essential to persistently follow up with AT&T and the ACP program to ensure that you receive the discount you're eligible for. Be patient and persistent in your efforts to resolve the issue. 

(edited)

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