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New Member

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4 Messages

Sunday, November 21st, 2021 3:00 AM

AT&T won't recognize my phone number so I can't report a landline outage

AT&T is my local landline carrier, but depends on Verizon to handle outdoor wiring problems in NJ.  My landline is paid by AT&T as a retiree benefit, so I don't have monthly billing statements readily available.  AT&T is definitely my primary carrier, but insists my phone number is associated with Verizon.  It is not.  Verizon agrees that my phone number isn't associated with them.  Who at AT&T will acknowledge my account is with them and respond by directing Verizon to fix the outdoor wiring?  I can't get anything started since no phone company will acknowledge the phone number I've been using for the 25 years?  Does ATT have a separate billing center for retirees since it's not in the home consumer data base?  My phone service stopped right after Verizon did tree trimming on the lines outside my house.  Please help me get my service back.

Accepted Solution

Official Solution

spoom2

ACE - Master

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17.5K Messages

1 year ago

Most likely AT&T is acting as a CLEC in Verizon (the ILEC's) territory.  So the way it works is you report it to AT&T and than AT&T works with Verizon if it's an outside plant issue.  The catch 22 is you're getting a retiree discount, so you need to go through the employee and retiree discount center log into the site to see what discounts you have.  It's been years since I've use any of the following number so I don't know if they are still good or not, I did use the 9010 number and reached the center.  Main discount center phone number 877-377-9010, Phone Concessions 888-251-0645.  Just FYI I don't see landlines listed, but it may on your login. 

Last time I logged in was to see if we still got the DTV discount since DTV was spun off AT&T and it was no longer listed on the site.  I called the 9010 number and reached someone who spoke only broken English, but she seemed to understand what I was saying. So I finally just said, do we get it? Yes or No. and received the yes or no answer.  All employee discount calls used to (years ago) only go to US based centers.  So good luck hope you can talk to someone you can understand.  

New Member

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4 Messages

1 year ago

Thanks so much for taking the time to respond.  I'll try the phone number you provided, but I don't think they will be able to access my billing account.  My landline benefit began as an employee and continues in retirement.  The website you refer to seems to provide available discounts for employees and retirees, but I don't think they have access to retirement benefits stemming back to pre SBC takeover days.  They specifically mention on this website that they don't have access to billing records.

If anyone else has info on how to get AT&T to request line repair by Verizon in NJ it would be greatly appreciated.

spoom2

ACE - Master

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17.5K Messages

1 year ago

Than all you can do is treat AT&T as a CLEC.  Per this state document AT&T has applied to remove all CLEC services in NJ.  So that might be part of your problem, I have no idea if it's a done deal but you can research it. More information from the state. I would have though you'd have gotten some type of notification.  Verizon as been aggressively trying to get out of the traditional landline business.  

(edited)

New Member

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4 Messages

1 year ago

Thanks for the info.  I knew this was coming sometime in the future in NJ, but I had hoped AT&T would have provided it's customers with some warning ahead of time.  I guess I'll keep trying local customer service on Monday.  As I told the last rep, I would cancel all my AT&T services if I was paying anything for them.  Anyway, I can't transport a phone number that they can't find.  All the negative press that AT&T has gotten seems to be justified.  Thanks again.

spoom2

ACE - Master

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17.5K Messages

1 year ago

Might be time to file an FCC complaint

New Member

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4 Messages

1 year ago

Thanks for all your help.  I found the perfect solution to my issues with AT&T. I've switched all my services to Verizon.

spoom2

ACE - Master

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17.5K Messages

1 year ago

Sorry you had to lose your retiree concession to do it.

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