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J_S_1456's profile

New Member

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6 Messages

Sun, Aug 28, 2022 3:07 PM

Unable to Set Up User ID for Landline

I have had the same landline for 18 years. I never set up an ID for my account here online, but my last payment never made it in, and I want to set up my account to check my bill and so forth.

The system does not let me set up a User ID. It says that my account is "ineligible" for this service.

I have tried to call customer support. After a long wait, I spoke to someone and then was transferred to another division. I was on hold there for about 10 minutes when they hung up on me.

I understand that those of us w/old-fashioned landlines are probably not at the top of AT&T's priority list, but they're still getting money out of us every month, and I would hope that we would be treated better than this.

I just want a User ID so that I can view my bill/account online. That shouldn't be difficult in 2022.

Any help is appreciated. TIA.

spoom2

ACE - Master

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16.9K Messages

3 months ago

When you call in say landline at the voice prompt. Probably have better luck calling during normal business hours. As far as your issue seems to be a fairly common complaint and I've seen no resolution as people never come back to say what fixed it or if it was fixed. Since it's a common issue I'd escalate to a customer care executive by filling out the form. Ignore the header and please let us know if you get it fix and what the fix was. 

New Member

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6 Messages

3 months ago

@spoom2 I have called several times, all during their normal business hours; the two times I managed to hold long enough to reach someone, they couldn't help me.  At any rate, thank you for the link to the form. I filled it out and will keep you updated!

New Member

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6 Messages

3 months ago

@spoom2 I have an update. I filled out the form, and I received two calls this morning:

  • One was from a supervisor of some sort, telling me to expect a call from a specialist.
  • The second, a few hours later, was from the specialist.

I was told that this is a known issue with landline accounts and that they were looking into the fix for it now. The specialist told me to expect a call from her after Labor Day (about a week), hopefully with the fix in hand.

I am pleased with this customer service so far; it's what anyone calling in for assistance should receive. The form you linked (or something like it) should be readily available to others on the main website.

I will update if/when the problem is ultimately resolved! Thank you again for your help.

spoom2

ACE - Master

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16.9K Messages

3 months ago

Thank you, at least they've admitted it's a known issue. 

New Member

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2 Messages

3 months ago

Thank you spoom2 for the direction to this line of discussion.  And thank you for the escalation link.  I filled it in and sent it off!  Many thanks.  I will post if I get a reply regarding online support of POTS landline service.  

BryanH60

New Member

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26 Messages

2 months ago

@KPH 

"I will update if/when the problem is ultimately resolved! "

I too and many others are having the same problem in creating a new user id. This problem has been going on atleast, a couple of years now. ATT customer service has called me numerous times over the past couple of months without any resolutions. The sign-in page/create a new user id is deprecated and corrupt. ATT has one IT guy that oversees the website and there are problems with the website page that is preventing users in creating a new user id.

New Member

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6 Messages

2 months ago

Hello, all.

I was able to get the problem resolved. I had several people call me when I submitted the form initially. Then, last week, I had someone walk me through setting up the ID. What made the difference for me was that she had the confirmation code. (Previously, when ATT would call me with the code, the automated message wouldn't give it to me. It would say, "The confirmation code is. Please use within...") So with her verbally giving me the code, I set up my account.

About an hour after that, I got the automated call again, and this time, it did give me a (now unnecessary) code.

So I would suggest using the above form. I was actually pleased with the customer service I received once the form triggered the process. I completely agree that a) the website needs to be fixed and b) this form should be publicly available.

spoom2

ACE - Master

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16.9K Messages

2 months ago

Problem is finding that right person. AT&T in it infinite wisdom has removed the link to the for. FCC complaint is the next best or search for AT&T leadership to find the phone number and address for the corporate office.

BryanH60

New Member

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26 Messages

2 months ago

As of october 2022, my existence  with att will end. Since I got voice(voip) re-added on my xfinity account.

Hopefully, in the distant future att will fix there sign-in/create a new user id page, so that new customers will be able to register there services and access there accounts.

Bryan

spoom2

ACE - Master

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16.9K Messages

2 months ago

Good luck, if you're porting your phone number don't cancel your current service until the port is complete or you'll lose your number. 

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