Community How-To

  • Getting Started

    • All Forum Categories

      You'll find access to the major sections of the Community by clicking Forums – found at the top of the site.

      Forums

      This will take you to All Categories, where you can choose the Forum that you'd like to visit.

      All Categories

      You can also click AT&T Community Forums, which will take you back to the home page. From there, you can access specific forums, the Latest conversations and additional information if you're Looking for more.

    • Subscribing

      Subscribe to a topic

      To get email updates when something new is posted to a topic, as a registered user, you can Follow that topic.

      At the top of the topic that you'd like to receive notifications for, simply click the Follow button.

      Follow Topic

      Subscribe to a post

      To get email updates when something new is added to a post, as a registered user, you can Follow that post.

      At the bottom of the original question, you will see a series of options: Like, Comment, Follow and Share. Choose Follow from that menu list.

      Follow Post

      You will now receive a notification to your primary email address whenever there is an update to this question. It's just that simple!

      Manage your Notification Preferences

      You can manage whether you receive Notification emails for a number of AT&T Community Forum activities, including topics and posts that you are following. To manage these preferences:

      1. Be sure you are signed in to the Community.

      2. Click on your user avatar (top-right corner) and select Profile Settings.

        Profile Settings

      3. From your Profile Settings page, choose Email & Notifications.

      4. Then, simply turn Off the options for which you would prefer to not receive email notifications by clicking the slide-bar (all notifications are On as a default)

        Notification Preferences

    • Filtering

      When you open each Forum Category (Wireless, TV, Internet, Home Phone, Community Clubhouse, etc.), and select a specific Category and Topic, from there you have the ability to view the Questions posted, the Blogs posted or All (Questions + Blogs). The default will be All.

      Filter

      You will always see the most recent activity listed first.

    • Blogs

      Our Blogs are the best way to keep up with the latest news in the Community! Blogs are the place to find:

      • The Friday Fix!
      • Tips on how to get started!
      • What's new in the Community!
      • Who's the ACE of the month, or a Blue Ribbon contributor!
      • News from AT&T!

      Blogs are listed, alongside Questions, in the default All setting. You can also choose to exclude Questions by clicking Blog.

      Blogs

    • Community Search

      You have the opportunity to Search the AT&T Community Forum, from the Search box at the top of your screen.

      Search

      Just type the keywords or member name you're looking for in the search box.

      You may see a drop-down with suggested results, based on popular searches and the words you've typed in. If one of these is what you are looking for, just select that item to display it. Clicking outside the blue box will make the box disappear.

      Search suggestions

      If none of the suggestions fit, select the magnifying glass icon again to view a list of search results.

      Your results screen shows how many results we found.

      On the right, the Sort by menu lets you choose a way to sort your results - by Relevance, Most Recent, Activity, Comments, Likes, Followers, Most Popular – to offer you more control on the quality of your results.

      Search sort

      Note: You can also search within a Forums topic to receive results specific to that topic.

      Search a topic

    • Signing up / Signing In

      Signing up lets you fully participate in the Community - post, reply, and share your questions and advice. We hope you'll join the conversation.

      How to Sign up

      1. First click Sign in, at the upper right corner of the page.

        Sign in

        … or if you're accessing the Forum from your phone or tablet, click on the menu button in the upper left:

        Mobile menu

      2. Click Sign in / Sign up.

        Mobile menu Sign up

      3. Then click Sign up.

        Sign up button

      4. Fill in the form.

        Sign up form

        Note: the Community ID you choose cannot contain spaces or "ATT." Your password should be at least 8 characters long, have letters and numbers, and include a special character.

      5. Don't forget to check I'm not a robot, to complete the CAPTCHA process. If you are an employee or Non-Payroll Worker (Contractor), please check the I'm an AT&T employee box.

      6. Select the Sign up button and we'll send you a confirmation email.

        Note: by clicking Sign up, you agree to our Terms & Conditions and Community Guidelines.

      In order to post new questions, respond to existing questions and get the most out of the AT&T Community Forums, you will need to Sign in.

      How to Sign in

      1. When visiting the AT&T Community Forums, you can sign in at any time by clicking Sign in, at the upper right corner of the page:

        Sign in

        … or if you're accessing the Forum from your phone or tablet, click on the menu button in the upper left:

        Mobile menu

      2. Click Sign in / Sign up.

        Mobile menu Sign in

      3. Then enter your Username or Email, your Password and click the Sign in button.

        Sign in form

        You can also choose to Keep me logged in, to reduce the times you might be asked to sign in, in the future.

    • Forgot Password

      There are times when we all forget our password and need to reset it. In addition, if you are a returning user (who has not visited the AT&T Community Forums since December 19th, 2020) you may be asked to reset your password for security reasons. The good news is it should only take a couple of minutes!

      How to Reset a Forgotten Password

      1. First click Sign in at the upper right corner of the page:

        Sign in

        … or if you're accessing the Forum from your phone or tablet, click on the menu button in the upper left:

        Mobile menu

      2. Then, click Sign in / Sign up.

        Mobile menu Forgot password

      3. Then, click Forgot password?

        Forgot password

      4. Enter your email address and click Send Email. (Please make sure to enter the email address you originally used to set up your Community profile.)

        Send Email

      5. Next, please look for the email from us in your email box, and click on the Reset Password button. It should look like this:

        Reset Password button

      6. Enter your new password. It should be at least 8 characters long, have letters and numbers, and include a special character. Click Submit.

        Reset Password submit

    • Avatars

      An avatar is your "face" in the AT&T Community Forums. When you sign up, you will be assigned an avatar. But don't worry, not only can you change your avatar, we'd love for you to do so.

      It's easy for you to choose an avatar that matches your personality and interests!

      1. When logged into the Community Forums, click your current avatar - found at the top right of the page - and select View Profile.

        User menu View Profile

      2. On your Profile page, click the Edit button.

        Profile Edit button

      3. Now, click Update Profile Picture to upload an image.

        Update Profile Picture

        You can upload most any kind of image - *.jpe, *.jpg, *.jpeg, *.gif, *.png, *.bmp, *.ico, *.svg, *.tif, *.tiff, *.ai, *.drw, *.pct, *.psp, *.xcf, *.psd, *.raw

        Choose an image file

      4. When you're done, click Save and that's all there is to it!

        New profile avatar

    • Profile

      Profiles show information about Community members to other members and visitors.

      Viewing another member's profile

      You can see a snapshot of a user's profile by hovering over their avatar, from a Forums Question or Post.

      Profile card

      If you click View Profile, you will be taken to their Profile page.

      Members and visitors can see the following information without signing up or signing in when they go to the member's profile screen:

      • Community ID
      • Number of Posts
      • Number of Likes Received
      • Number of Responses
      • Number of Conversations Followed
      • Total Accepted Solutions
      • Community rank
      • Latest Contributions
      • Any badges earned by the member
      • Signup date (Joined)
      • Lists of posts, solutions, activity, and images

      Profile page

      When you are signed in and you view a member's profile, you'll also have the option Follow that member.

      Managing your profile

      To manage your own profile, sign in, and then, from your Community ID - in the top right of the screen, either choose Profile Settings or View Profile > Edit.

      Profile settings

      On the Profile Information page, you can modify your Avatar, Username, Email Address, and your Signature, and you can create an introduction that will appear on your Bio.

      Edit profile

      If you need to update your password, you can do so on your Account Information page:

      Account Information

      Finally, as discussed under Subscribing, you can adjust your notification options on the Email & Notifications page:

      Notification Preferences

    • Joining the conversation

      The best way to take part in the AT&T Community us by starting or joining a Conversation.

      A Conversation is a Thread of posts that belong together, created when one or more members of the community responds to a particular Question.

      When you post a new Question, you've started a Thread! If you reply to an existing message, your reply becomes a Response to the original message Thread.

      The ways you can ask a Question and reply to an existing Question are very similar.

      How to Ask a Question

      1. To ask a question, click the Ask a question button, found throughout the AT&T Community Forums.

        Ask a question

        A new screen will open.

      2. Begin typing your question or comment in the Title box. In the Description box, provide a detailed description of your question or problem. You can also take advantage of the formatting tabs and buttons available to you.

        Below these two text boxes, you can choose where you want your post to appear (Category/Topic) and add tags. When you're done, just select the Post button.

        Ask a question

        Note: If you're new to the community, you will need to Sign up to create an account and post your question. If you're an existing member, you will need to Sign in to continue.

      Creating a Conversation

      If you are signed in on the AT&T Community Forums, you can create a Conversation by posting a reply to Questions that interest you. You can also continue that conversation by posting replies to the Responses that a Question has received.

      How to Reply to a Question

      1. Make sure that you have signed into the AT&T Community Forums.

      2. When you see a Question that you'd like to answer or reply to, simply click inside the text box that states Comment on the post here.

        Comment on this post

      3. The text box will expand to provide you more space to post your comments. You can also take advantage of the formatting tabs and buttons available to you.

        Type your reply

      4. When you are done, click Post and your reply will appear under that Question's Responses.

        Responses

        If someone else chooses to do so, they can continue the conversation with the Reply to this comment here… option, at the bottom of your response.

      How to Post Images

      When you are Asking a Question or posting a Reply, as part of an AT&T Community Forum Conversation, you can upload images by clicking the Image button.

      Image button

      This will bring up a screen where you can browse your computer, drag and drop image files or enter URLs to published images.

      Upload image

      Once you have chosen your image, you will be presented with a Preview. From this screen, simply click Add.

      Add image

      The following image files are all accepted: .jpg, .jped, .png, and .gif with a maximum of 2MB.

      Note: You can access Questions from the Forum landing page by selecting the title - to open it, to read it, to Like it, to Follow it - and then clicking the Post button to join the Conversation.

    • Likes

      When you are signed in to the Community, you can Like a helpful Question, Response or Reply. To assign a Like, simply look for and click the Thumbs Up icon, to the left of a post. It's just that easy!

      Like a post

      What can you do with Likes?

      When searching the Community Forum for helpful posts, you can filter your results by Likes to find the results that AT&T Community Forum users found the most helpful.

      Sort by Likes

      The higher the Likes, the more likely that other users have read and taken advantage of the posted reply!

      You can track your Likes on your View Profile page. Then as your content helps more and more customers and garners more high ratings, you can watch your Likes soar!

      Likes Received

    • Accepting Solutions

      What are Accepted Solutions?

      An Accepted Solution is an answer that users can replicate to solve their issues or answer their questions themselves - without having to contact, chat or call AT&T.

      How do I find an Accepted Solution?

      Posts marked as Accepted Solutions have a light bar and indicator, at the top of the post, noting that it is an Accepted Solution.

      Post page Accepted Solution

      You will also see a notification that the Conversation has an Accepted Solution on Forum Landing Page indexes.

      Topic page Accepted Solution

      Accept as a solution

      When you're signed in, you can mark replies that answer the question you posted by hovering over the three dots, in the top-right of the Response, and choosing Mark as Accepted Solution. Community moderators / administrators may also mark an Accepted Solution to help other members find it.

      Mark as Accepted Answer

      Remove the accepted solution mark

      If you change your mind, you can remove the marking and select another post clicking the Unmark as Accepted Answer link from the post's drop-down list. Doing so will remove the Accepted Solution indicators.

      Unmark as Accepted Answer

  • Community Basics

    • Ranks

      You can learn a lot about your fellow AT&T Community Forum members from their rank titles. Higher ranks = more active and helpful in the community. After all - we're all here to help each other!

      Are you wondering how you can increase your rank? Doing these things can help you level up in the community:

      • Reading posts, blogs and other content in the communities and lounges
      • Commenting on content other community members post
      • Tagging content to make it easier for others to find via search
      • Asking questions about your AT&T products
      • Providing answers to other community member's questions
      • Having your answer selected as the Accepted Solution to a question
      • Community members earn ranks based on their level of participation as well as how long they have belonged to the AT&T Community Forums.

      Different ranks have different privileges measured by points, which you accumulate as you progress. Below you can see the new ranks and how they stack up. The ranks kind of "run into each other" depending on the activity of the member - Observer, Curator and Participator. Each activity in the community - reading, creating, replying, tagging - gives points, and points translate to ranks.

      Rank Name Rank Name
      1. New Member 13. Explorer
      2. Visitor 14. Librarian
      3. Observer 15. Adventurer
      4. Participant 16. Historian
      5. Traveler 17. Mentor
      6. Sifter 18. Scholar
      7. Contributor 19. Guru
      8. Coach 20. Professor
      9. Voyager 21. Master
      10. Tutor 22. Expert
      11. Curator 23. Sage
      12. Teacher *Community Manager*
      Rank Name
      1. New Member
      2. Visitor
      3. Observer
      4. Participant
      5. Traveler
      6. Sifter
      7. Contributor
      8. Coach
      9. Voyager
      10. Tutor
      11. Curator
      12. Teacher
      13. Explorer
      14. Librarian
      15. Adventurer
      16. Historian
      17. Mentor
      18. Scholar
      19. Guru
      20. Professor
      21. Master
      22. Expert
      23. Sage
      *Community Manager*
      • Everyone starts or has started as a New Member. As that New Member gets involved, they start observing, curating and contributing.
      • Observer Ranks: An Observer reads posts. They like to learn!
      • Curator Ranks: A Curator tags content to help other members to find good stuff!
      • Contributor Ranks: A Contributor creates posts and Accepted Solutions. They make things happen! Contributors enjoy the highest ranks.

      Members are automatically given the highest rank for which they qualify, even if they perform multiple types of activities. So, for example, when a Visitor observer starts tagging posts, he'll be ranked a Participant very quickly.

    • Badges

      Have fun, and show your community status too! You can earn badges for all sorts of activities like being active in the community (#1 Star!), creating great Accepted Solutions (Helpful 1), or participating in a one-time events (Knowledge Share).

      The following is just a sample of the badges available. Badges may be available in different levels too. Once the badge is earned, it'll be showcased on your Community Profile page. What are you waiting for?!?

      Badge Name Multilevel Activity
      #1 Star! #1 Star! No Thanks for shining some light on our community! Keep 'em coming!
      Helpful 1 Helpful 1 Yes One or more of your replies is marked solved.
      Academic Academic No Your accepted solution was featured on att.com.
      Blue Ribbon Blue Ribbon No I'm a blue ribbon contributor.
      Picasso Picasso No Share 5 images - you're modern!
      Problem Finder 1 Problem Finder 1 Yes You Me Too'd topics 30 or more times.
      Citizenship 1 Citizenship 1 Yes You gave 25 or more 5-star ratings.
      Crowd Pleaser 1 Crowd Pleaser 1 Yes Five or more times, your topic was tweeted, emailed, or shared on FB , or your reply got a 5-star rating.
      Rising Star Rising Star No You're a non-employee, non-ACE member who's signed in five or more times and posted 10 or more times, beginning March 1, 2015.
      Knowledge Share Knowledge Share No Knowledge Shares are one-time events, and you were a big-time help.
      Spotlight Author Spotlight Author No You shed some light for our users, so we're reflecting some back. Bravo!
      ACE Approved ACE Approved No Your advice gets a stamp of approval from an ACE winner.
      25,000 Views 25,000 Views No You did it! You reached 25,000 views! Way to go!
      Badge Name Multilevel
      #1 Star! #1 Star! No
      Thanks for shining some light on our community! Keep 'em coming!
      Helpful 1 Helpful 1 Yes
      One or more of your replies is marked solved.
      Academic Academic No
      Your accepted solution was featured on att.com.
      Blue Ribbon Blue Ribbon No
      I'm a blue ribbon contributor.
      Picasso Picasso No
      Share 5 images - you're modern!
      Problem Finder 1 Problem Finder 1 Yes
      You Me Too'd topics 30 or more times.
      Citizenship 1 Citizenship 1 Yes
      You gave 25 or more 5-star ratings.
      Crowd Pleaser 1 Crowd Pleaser 1 Yes
      Five or more times, your topic was tweeted, emailed, or shared on FB , or your reply got a 5-star rating.
      Rising Star Rising Star No
      You're a non-employee, non-ACE member who's signed in five or more times and posted 10 or more times, beginning March 1, 2015.
      Knowledge Share Knowledge Share No
      Knowledge Shares are one-time events, and you were a big-time help.
      Spotlight Author Spotlight Author No
      You shed some light for our users, so we're reflecting some back. Bravo!
      ACE Approved ACE Approved No
      Your advice gets a stamp of approval from an ACE winner.
      25,000 Views 25,000 Views No
      You did it! You reached 25,000 views! Way to go!

      Extra Badges You Can Earn:

      Badge Name Multilevel Activity
      Beta Tester Beta Tester No Invitation Only: Like to tinker?
      U-verse Pioneer U-verse Pioneer No Exclusive: Founding Member of the Original U-talk Community.
      ACE Achiever ACE Achiever Yes Invitation Only: Award for Community Excellence.
      ACE service 1 year ACE service 1 year Yes Invitation Only: Award for Community Excellence.
      Badge Name Multilevel
      Beta Tester Beta Tester No
      Invitation Only: Like to tinker?
      U-verse Pioneer U-verse Pioneer No
      Exclusive: Founding Member of the Original U-talk Community.
      ACE Achiever ACE Achiever Yes
      Invitation Only: Award for Community Excellence.
      ACE service 1 year ACE service 1 year Yes
      Invitation Only: Award for Community Excellence.
    • ACE

      ACE Banner

      The Award for Community Excellence (ACE) is given annually to highly-respected members who have regularly helped fellow users with outstanding answers, practical advice and timely tips.

      What is the Award for Community Excellence (ACE)?

      The Award for Community Excellence (ACE) is an exclusive designation awarded every year in August to recognize top contributors to the AT&T Support Community.

      If you're selected as an ACE Achiever, then you've gone above and beyond for this important forum. And that's what makes this community work: members like you sharing tips and solutions with other members based on your own experience with AT&T products and services!

      We believe expert users who regularly contribute useful solutions deserve special recognition. And that's what the ACE program is all about.

      How do I become an ACE Achiever?

      ACE Achievers are our most passionate, knowledgeable and valued contributors. To become one, you'll need to meet some basic criteria. For example, you should:

      • Meet criteria for a minimum number of posts and accepted solutions throughout the year.
      • Set a model of excellence in the community through your interactions with other users.
      • Not be an AT&T employee.

      How are ACE Achievers nominated and selected?

      ACE achievers are nominated once a year. We'll announce when nominations open up, usually in July. You can be nominated in two ways:

      1. AT&T Community Managers can nominate top contributors after considering the total number of posts, marked solutions and kudos received from the previous year. They take into consideration how other users have rated nominees on the quality of their interactions.
      2. Other community members can nominate top contributors for an ACE.

      Do I get anything if I'm selected for an ACE?

      Yes! As an ACE achiever, you'll get a special badge that you can display with your forum rank. You may also receive occasional non-cash gifts from AT&T to thank you for your participation.

      I'd like to be nominated for an ACE. What should I do?

      It's easy - participate in the community! There are many ways you can participate. You can write posts, help out other members, answer questions, show your love for other users and just be courteous.

      Do this consistently for a year and chances are good you'll qualify for a nomination. If you don't get nominated by an AT&T Community Manager or another user, you can still become an ACE Achiever.

      Once the nomination period opens up, just give yourself a pat on the back and nominate yourself!

    • Other Ranks

      Administrator

      These members are Full-Time, AT&T Employees responsible for the health, wellbeing, and usefulness of the Community Forums. They are responsible for everything on the https://forums.att.com domain and are authorized to make official statements. Administartors can ask for sensitive details (Full Name, Telephone Number, Email, Account Number, or anything identifiable).

      Moderator

      These members are contracted through AT&T to moderate the AT&T Community Forums. They are responsible for enforcing guidelines, protecting customer privacy, and keeping the peace. Moderators cannot provide technical or billing support.

      Employee

      These members are Internal AT&T Employees (Part-time, full-time, bargained, and management). They are a volunteer group of experts that share their knowledge willingly. They are not able to make official statements. Employees cannot ask for sensitive details (Full Name, Telephone Number, Email, Account Number, or anything identifiable).

      Associated Member

      These members are Contracted Workers, or Outside Vendors that perform a service on behalf of AT&T. They are a volunteer group of experts that share their knowledge willingly. They are not able to make official statements. Associated Members cannot ask for sensitive details (Full Name, Telephone Number, Email, Account Number, or anything identifiable).

    • Official Users

      ATTHelp

      This user is the Official AT&T Support for the Community Forums. Comprised of many individuals that all operate under the ATTHelp account. They provide T1 troubleshooting, and T2 Account Specific help. Can ask for sensitive details (Full Name, Telephone Number, Email, Account Number, or anything identifiable).

      Supports Wireless, TV, Internet, and Home Phone boards.

      ATTBusinessForums

      This user is the Official AT&T Support for the Community Forums. Comprised of many individuals that all operate under the ATTBusinessForums account. They provide mainly Business Account specific help. Can ask for sensitive details (Full Name, Telephone Number, Email, Account Number, or anything identifiable).

      Supports Business boards.

      ATTDigitalLifeCS

      This user is the Official AT&T Support for the Community Forums. Comprised of one individual who provides T1 troubleshooting, and T2 Account Specific help. Can ask for sensitive details (Full Name, Telephone Number, Email, Account Number, or anything identifiable).

      Supports Digital Life boards.

      ATT Users

      Usernames containing "ATT" are not allowed and are prevented during sign-up from using the AT&T brand. This is to prevent confusion and create clarity around Official vs. Non-Official Accounts for members.

      Users with "ATT" in their username are Official AT&T Employees authorized to conduct business on behalf of the company. While generally they do not ask for sensitive details (Full Name, Telephone Number, Email, Account Number, or anything identifiable), they are allowed to in specific situations.