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Contributor

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1 Message

Sat, May 21, 2016 1:36 AM

Unable to transfer service because previous tenant hasn't cancelled?!???

I am a 22 month existing ATT customer for cable, internet and phone service. I mention this because I have two months to fulfill of my 24 month commitment. I am moving and put the transfer process in motion weeks ago. Every time a date was confirmed for a technician to come out it would suddenly change three weeks and I would be notified via email. After a minimum of 10 phone calls I learned they cannot transfer service because the previous tenant has not canceled their service. The unit has been vacant for two months and this sounds like something ATT should be able to solve.
 
I have now learned this on the 11th hour- I move in less than 24 hours. I work from a home office so don't have much time to burn. I have service scheduled to start with another provider but the earliest they can install cable, internet and phone is almost a week from now. 
 
Any ideas how to solve this? How is this even possible??? 

Responses

Accepted Solution

Official Solution

t6michisisa

Associated Member

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61 Messages

4 years ago

Hi

 

For residential services, one account is allowed per address. So if there is an existing active account at your new address, we will not be able to transfer your services. We are not allowed to cancel accounts though without consent from the account holder.

 

I think the best way we can get this resolved is to contact the previous tenant to have them cancel their account or have a representative do the call for you.

 

 

*I am a trusted partner that is associated with AT&T, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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2 Messages

Same situation, previous tenant not reachable through any phone line previously provided. Can my landlord verify they moved out and authorize them to cancel the current service like for this residence?
my thoughts

Employee

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14K Messages

4 years ago

You may be able to get the owner of the property to work gettingbthe address cleared.

 

The question is why is the account still active?

My immediate thought is the previous tenant is building a house, wanting to keep service and placed a vacation hold ($5 per month per service) on the account at the old address.

 

For you to receive service, the account must be moved to a qualified address (owner of account) or canceled. If I was the property owner I would be reluctant to provide you with contact information for a previous tenant thus the property owner has to become involved or you have to find a different provider which you stated you have already done.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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1 Message

4 years ago

I am in the same situation and this seems rediculous to me. Why do i need to contact one of your customers, a stranger to me, to ask them to disconnect their service as a favor to me? 

 

If there is no way around this, I should at least be able to schedule my install date now to hold the reservation and then say 3-4 days before the service is cut to notify me if the previous tenant has not transfered their service. I understand you can't have 2 accounts at the same address but you can't even have 1 in a "pending installation status"?

 

I get it, if this happens AT&T would be inconvenienced by having to reschedule a bunch of installations. Their answer? Put the inconvenience on the customer(s) to keep trying to schedule installations to find out the previous service has been canceled or not. Or have their customers dial up the random stranger and tell them you are moving in after they leave and they need to cancel their service.

 

Could AT&T not send an email asking the current tenant if they are moving? This could be a "business opportunity" to offer to help them transfer their service.

Tutor

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3 Messages

4 years ago

AT&T is ridiculous in all aspects. I'd give anything to have another option.