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OhTimKnowsMuch's profile

New Member

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4 Messages

Saturday, November 12th, 2022 2:57 PM

Why is getting voice line activated so difficult?

I had AT&T Fiber Gigabit internet installed a few days ago. I ordered it online and  I’m happy to report that particular process was painless for me. The tech and customer service rep sent to my home for the installation were both knowledgeable and professional. 

I am also in need of a home phone line, which I would have ordered at the time of the initial order for internet but I did not see an obvious way to do that online. When I inquired, the internet tech/customer rep both said it should be easy, as in once the account is set up, someone provisions the voice line on the gateway, I plug my phone in the gateway, and that’s pretty much it. 

The only way to turn on the voice service seems to be to call. I’ve tried several numbers (800-861-6075, 855-487-0166, 800-288-2020). All of these appear to be routed to the same call center, and the staff there is clearly following a strict script for orders and is lacking in the most basic technical knowledge of the situation. I’ve been told the following by reps. at those phone numbers:

0. I should be able to get the basic offer of voice line for $24.99/month (first 12 months) then $10\month more. (Great!)
1. There is a $99 installation fee even though there is literally nothing to do at my home. 
2. A technician must come to my home, even though all he/she would have to do is physically plug my phone into the gateway. 
3. I got one rep. to agree to drop the installation fee but insisted #2 is still necessary. 
4. The reps. have no option for offering self-installation even though there are instructions for this in AT&T support sites. 

I’m trying to minimize time spent on this if possible. I’ve already wasted a lot of time on internet/telecom issues (not entirely AT&T’s fault, I went through a lot of issues with a competitor before finally making the switch to AT&T Fiber). What are my options?

1. Make a technician appointment so he can plug my phone to my gateway?
2. Possibly pay $99 for the privilege of the option above?
3  Does AT&T store personnel handle voice as well? I have a store less than 5 minutes from home and I would be willing to visit if the matter could be resolved. 

Any assistance would be greatly appreciated. 

spoom2

Expert

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17.5K Messages

3 months ago

my thoughts

Employee

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20K Messages

3 months ago

Stores do not handle equipment, they can place an order the same as you can.

You have an existing phone number to transfer to ATT from a different provider, or looking for a new phone number?

An additional products after initial install such as adding tv service, receiver or phone is an extra installation with the $99 charge. If can have waived suggest scheduling the appointment.

For many adding phone meant connecting to existing in home wiring which is often not a straight forward process. 

This may have been avoided by ordering service in person instead of online, but would have lost some reward for doing so.

One possibility would to be transfer home phone number to cell phone. 

New Member

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4 Messages

3 months ago

Thank you for taking the time to respond. 

I plugged in a phone on the gateway as step 1 indicates. On Step 2, option A says to dial the number listed from the phone plugged into gateway. Can’t do it, no dial tone since line is not provisioned. 

Option B is online Uverse account setup. I completed this a few days ago and got an att email address. Tried link again now and it does not progress in any way that seems related to activating voice. 

spoom2

Expert

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17.5K Messages

3 months ago

Assuming you've ordered the phone service there should be dial tone. As you stated doesn't sound like the line has been provisioned. 

New Member

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4 Messages

3 months ago

@my thoughts:

Any home wiring issues are taken care of. That work was done by the local competitor previously since I had phone with cable internet. I'd be fine with a new number if porting makes things more difficult.

If I have to schedule a technician, so be it I guess. Just seems really backwards and expensive. I'm old enough to remember POTS where someone had to physically set up a line card upstream + do whatever needed to be home with home wiring, so a technician visit was how you got it done.

@spoom2:

I have not ordered phone service as I saw no obvious way to do that at the time I placed order for internet service. That is what I am trying to accomplish.

Thank you both for taking the time.

spoom2

Expert

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17.5K Messages

3 months ago

If you haven't ordered phone service than the steps to activate won't do you any good. 

spoom2

Expert

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17.5K Messages

3 months ago

AT&T Phone digital phone service. 

New Member

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4 Messages

3 months ago

UPDATE!

After info. posted here I resigned myself to a technician appointment. I called one of the numbers I tried previously (855-487-0166) and THIS TIME was connected to someone who understood what I needed, and took care of it!

My account shows the order information, and the number should be operational tomorrow. No installation fee. No technician visit. 

I don’t know if it was just “luck of the draw” or if my repeated calls got me routed to a different class of representative, but she took care of it. 

I assume sometimes calls are reviewed so I took the time to compliment her on her service in hopes she gets whatever “points” may come her way. She deserves it. 

Again, thank you all for trying to help!

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