Babsy's profile

New Member

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8 Messages

Wednesday, February 1st, 2023 11:16 PM

Long Term Landline Outages and Credit for such deleted for service not yet restored...

I have only had phone service for two weeks in three (3) whole months and am still being charged for service I don't currently have. An amount was automatically deleted from my credit balance for this month's bill, but it shouldn't have been because I still don't have any phone service. The outages, due to rain storms in L.A., began on Nov. 8. & my service was finally restored after seven (7) entire Weeks of being down, on Dec. 29, only to go out again on Jan. 12 & has been dead ever since. This type of undependable, unreliable -- lack of service -- is causing stressful inconvenience and disruption to my life & many others. It's totally unacceptable to leave your customers having to deal with not being able to contact medical care providers or even call 911, in case of emergency.  Will a competent AT&T representative please contact me so we can DM in effort to at least restore the credit amount that was erroneously taken out for this month's bill, when service is still Not up and running?  Also, an extra $25.15 credit should have been added, which Jay, in billing, who said his ID # is: JP514E, supposedly had authorized on Jan. 25, but it didn't show up, in my account balance, as promised.  Thanks...!  

ACE - Expert

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64.7K Messages

1 year ago

The billing system has no idea your service is out. You continue to be billed the regular amount until you cancel. You need to call to get the appropriate credit for service being out but that credit is issued after the fact, normally after service is restored but in cases of prolonged outages like yours, interim credits can be issued. Anyway, you might get a response from ATTHelp or you might not. Since your issue has dragged on so long, you might get a better response escalating to corporate by filing an FCC or BBB complaint.

New Member

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8 Messages

1 year ago

I was able to get credit after the 1st outage, which lasted 7 weeks, and if service is ever restored I should - indeed - get more.  BBB is only on the side of its members, in case you're unaware of it.  I've been down that road before and learned it the hard way, when a dry cleaning establishment - that belongs to the BBB - ruined one of my suede jackets.  If I can contact the FCC online it might turn out to be a viable option, so thank you for that.  However, seeing as incompetence seems to be reigning supreme now-a-days, contacting any government entity may very well turn out to an incredible frustrating exercise in futility.  Presently, as previously mentioned, phone service in my residential area has been completely down since 1/12 and is not expected to be restored before 2/8...........  Ugh...!

ACE - Expert

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64.7K Messages

1 year ago

Who’s side the BBB is on is irrelevant. The point of filing either a BBB or FCC complaint is to get a response from corporate. Both forward complaints to ATT’s Office of the President and someone from that office contacts you. You can’t go any higher in the customer support chain. Neither the BBB or FCC takes any other action.

New Member

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8 Messages

1 year ago

I cancelled my service rather than be inconvenienced any further.  The outages are a direct result of AT&T’s having neglected preventive maintenance on their phone lines’ copper wiring.  My life was greatly disrupted as a consequence and in order to avoid more of the same I’ve taken the path of least resistance.  Thank you for your concern and your willingness to attempt a resolution in relation to my problem.

(edited)

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