1geotif's profile

New Member

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6 Messages

Sun, Jun 5, 2022 6:48 PM

Customer Service is a joke, that's not funny

"AT&T is a telephone service provider - I am a human being seeking telephone service - PROVIDE"
More than one AT&T representative has cheerfully stated " Your service will be on in 30 minutes or less".  
Two different AT&T Representatives, on two separate phone calls, apologetically reassured me with, "I have elevated this situation and created a ticket that has been forwarded to my supervisor" 
As my frustration broiled, and I inquired about the previous days promises, the AT&T representative flat out said, "...there has been NO ACTIVITY on this account and no notes or activity with this phone number".  He then went on to say, "I'm sorry if that sounded cocky, I don't mean to sound that way, but you have reached the wrong department and I can not help you, my supervisor can not help you.  We handle new digital service only". I explained one last time, "Last night the transaction was almost complete, but I didn't have the VERIZON account number, which the AT&T representative stated was necessary to have the number ported back to AT&T.  He told me when I got the VERIZON account number to call back on this number, the number that I dialed which eventually connected me to you, and the AT&T representative would be able to pick up where we left off." Long Pause accentuated with silence followed by my surrender, "O.K. Thank you for your time." And back to the beginning I went.
Two days ago the transaction couldn't be completed because I didn't have the AT&T account number.  In all of phone calls today and yesterday - not even ONCE was I asked for the AT&T account number.
Last night the transaction could not be completed because I did not have the Verizon account number.  Today I was told the Verizon account number was not needed.
I was told that residential wired landline is no longer available and if home service is wanted the only way to achieve that is by ordering - at a minimum - internet so that satellite service could be provided.
I have been told the account is closed, not closed, suspended for non-payment. I have been told I reached the wrong department even though the wrong department that I had reached transferred me to the person saying this - MANY TIMES.  I was told the phone number is a dedicated wireless number and belongs to a block of numbers that cannot be used for landlines. I was told AT&T does not provide wireline service, they are 100% wireless, as are all of the phone service providers now.  It was further explained, that technically, I could call it a wire line because there would be a wire coming from the satellite receiver to the phone jack they would install, as the phone jacks and phones at this address are obsolete.  I wanted to rebuff the extremely detailed explanation with, "You are a (Edited per community guidelines)", but I went with, "I'm not a (Edited per community guidelines)" instead.
At the end of day 3, with more than 15 hours dedicated to AT&T, I was told "We can't speak with you".  I almost choked, I laughed so hard.  I calmly explained, "You have no idea how bad I want to scream dirty foul cuss words at you right now" and hung up.  I called right back and used the account holders name instead of mine, only the first name though, because we have the same last name.
spoom2

ACE - Master

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16.5K Messages

4 m مضت

So after all that you aren't even the account holder? If you aren't the account holder why are you trying to change service? Are you the account holder on the Verizon service? Also in many area's POTS (Plain Old Telephone service) to answer your question in another topic, is no longer available. Not following you on the satellite phone. 

New Member

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6 Messages

4 m مضت

Guess you didn't catch the SAME LAST NAME.  Back in the olden days ....The man, generally with the job, therefore the credit, applied for and received the services necessary to run a home with.  But that was way back when men were men and ladies smelled pretty and looked nice.

ATTHelp

Community Support

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200.2K Messages

4 m مضت

Please accept our apologies for the experience you've had with setting up your phone service, 1geotif.

 

Since the account was set up under a different name, you will have to speak with our POTS team at 800-288-2020. We recommend making sure that the account holder is with you to verify the account with the representative.

 

Thank you for reaching out to the AT&T Community Forums team. If there's any other aspect of your service that you need help with, we'll be here.

 

Aminah, AT&T Community Specialist

spoom2

ACE - Master

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16.5K Messages

4 m مضت

Guess you didn't catch the SAME LAST NAME.

That doesn't matter, you're either the account holder, or listed as someone who's authorized to change the account, or you're not. 

New Member

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6 Messages

4 m مضت

Since Verizon cancelled the AT&T account - the issue has been with setting up a new account.  As it is a new account, there is no current account holder. Right? Or am I seriously confused?

             The problem is with AT&T repeatedly stating they would reinstate service, up until the point at which they can't.  I still have no clear understanding as to why AT&T would say "...rest assured I can get your service started", while doing ???? nothing except keeping me tied up on the phone for ....get this ....5 days.

        YES!  That is FIVE DAYS of being on the phone, mostly on hold from 8am until after 5 or 6 pm, with a myriad of AT&T representatives, all cheerfully and politely, REASSURING ME THEY CAN GET THE PHONE SERVICE STARTED.

            DAY 5 of trying to get phone service from a phone service provider.  I'm not sure what world I woke up in, because it sure seems like a simple transaction.  

          My best guess is I am due up for my turn on "PRANKED".  As I previously stated....AT&T CUSTOMER SERVICE IS A JOKE THAT IS NOT FUNNY!!

my thoughts

Employee

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19.5K Messages

4 m مضت

You had a hardwired phone number that you switched to wireless number (Verizon).

You now wish to establish new service at the address?

Is service even offered? If yes, which service? The most currently common (80% of 21 state footprint) is ATT PHONE which is the renamed Uverse VOIP service. This is sold as an add on to ATT INTERNET, is ATT Internet available at your address? If yes, internet and phone would likely be around $100 per month plus taxes/fees.

In LEGACY DSL areas (20% of footprint) new accounts are not being accepted and have not been for some time as ATT prepares to turn off these service. In these areas the choice from ATT would be cellular service similar to what I suspect Verizon was offering.

Your zip code? 

edit… you need to set up NEW service with porting phone number from Verizon account. Does not matter what the previous ATT account was as that should be closed and your not the account holder of that account. Repeat NEW account in your name at specific address with porting phone number.

(edited)

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