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Rtedjeo's profile

New Member

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1 Message

Thu, Sep 22, 2022 11:50 AM

Landlines install for senior assisted living location problems

Moved mom to senior assisted living. Now attempting to get a landline phone installed to her room. Do not want internet or any other package deal only landline phone for incoming and outgoing calls. Have spent literally  WEEKS and HOURS on the phone being ported from one ATT rep to another with no resolution.  Care facility has ATT connections and other residents have the service running.  

ATT says that the room never had a land-line connection. ..they appear to say they can't do it or one rep will say they will look into it..never to be heard from again. Confusing there is no one to talk to to get this done. Maybe part of issue is that we are trying to port her old number from her house? Or is it because there are no more "traditional " land line hard wire phones and everything is VOIP now so they are saying we need internet service first? Is there anyone at ATT that cares about their curent customers instead of just trying to get new customers and upgrading existing customers? 

spoom2

ACE - Master

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16.9K Messages

2 months ago

If you're certain other residence have traditional landline service than all you can do is call customer service to place an order, which I'm sure you've done. Are there any phone jacks in the room? Can the administrator verify one way or the other if any resident has had phone service in that room. I'm sure you're aware AT&T and other phone companies are phasing out traditional landline service, so it could well be it's no longer available. If all else fails file an FCC complaint. 

ACE - Expert

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23.5K Messages

2 months ago

Maybe things have changed but when we moved my sister into a facility, we had to work with the administrator at that facility. 

Have you talked with the administrator of the facility to see what the protocol is?

New Member

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2 Messages

2 months ago

Administrator says only that ATT is their service provider.  Probably means internet service.  Administrator did not offer to intercede on our behalf.  Need to see if after we tell them the issues if they have an ATT contact person they deal with.  Bottom line, yes, we sort of asked, no not down to the nitty gritty specifics.  

Yes there is phone and internet jacks in the rooms

No, there has never apparently been any activated jacks in the room (it is a senior living area, so that is not a surprise really).  I've noticed many seniors are using cells, that's good but not an option in our case

ACE - Expert

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23.5K Messages

2 months ago

I would say that you first line of attack is to work closely with the administrator of the facility.

I refuse to believe that you are the FIRST family member with the same agenda, namely installing a landline for their loved one at that facility.

ATTHelp

Community Support

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203.5K Messages

2 months ago

Hi @tedmn. We can point you in the right direction to get traditional landline service in the residence of the senior living facility. 

 

The easiest way to do that is, by dialing 1-800-288-2020 option #1. That will direct you to our DSL/Landline customer service department, and they can help you there. 

 

If you have any other questions feel free to reach out to us again. 

 

Thank you for being an AT&T customer and for posting on the AT&T Community Forums. 

 

Matthew, AT&T Community Specialist

spoom2

ACE - Master

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16.9K Messages

2 months ago

The easiest way to do that is, by dialing1-800-288-2020 option #1.That will direct you to our DSL/Landline customer service department, and they can help you there. 

That's the first I've seen that information. I hope it works better than saying landline at the voice prompt. 

New Member

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2 Messages

2 months ago

nope...it is a voice prompt.  Back to square one, worse yet, it thinks I want to deal with an account from the phone I'm calling from.  So aggravating.  I guess I just keep saying "representative" until it gives up a live person or hangs up on me.

spoom2

ACE - Master

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16.9K Messages

2 months ago

@tedmn Thanks for confirming that. As stated, a traditional landline may not be available, but they should be able to tell you that up front. Does your mom have cable service? If she does you may want to see if they'll provide phone service, it will be digital, but she won't be able to tell it from a traditional landline. 

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