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Need Immediate DSL or Landline Assistance?

If you need immediate assistance with DSL or Landline Billing, click on the links below. 


For landline service (Home Phone) click here

For DSL service, click here

For Digital Home Phone service click here

 

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Have another service? You can also use our AT&T Chat option to connect with one of our live representatives by clicking here.

 

 

-ATTDSLCare


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Employee Contributor*
*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.
33,803 Views
Message 4 of 62
Contributor

Need clear path for formal escalation of billing error on land line service

My sister and I have been assisting 81 year parents correct a billing error on their account and need a clear path outside of the call center to escalate.  This path needs to include a phone number or different mailing address for written correspondence, distinct from the standard PO box for mailing checks.  Thank you.  Below excerpt from FCC incident report filed 1 AUG:

 

My 81 year old mother called AT&T approximately two months to cancel her international unlimited long distance plan, which was less than $10.00 per month, since she did not use this service and retain her fixed unlimited domestic long distance plan, which was a similar reasonable rate. The call center operator who is located overseas mistakenly canceled the unlimited domestic long distance service. My mother noticed this issue following the receipt of her June 2016 bill that included approximately $585.00 in domestic long distance charges. She then solicited our help to contact AT&T and resolve the issue. Numerous calls by both my sister and me, over the past four weeks have failed to resolve the issue. I called AT&T about two weeks ago and was told that the $585.00 in long distance charges off her June (then current period) bill would be reversed. On 30 July I set up an online account with my email in order to confirm that the charges were reversed and discovered that they had not been. In fact, my parents now owe $997.61 in additional domestic long distance charges, as posted on their July 2016 billing period. My mother is a senior citizen and does not speak good English. She has been an AT&T customer since 1971 and based on her and my father's pattern of usage of long distance services, which has not changed--they talk domestic long distance for hours a month--the domestic unlimited long distance should not have been switched and is an obvious mistake in communication by AT&T and/or poor counseling and judgment by their customer center. As the most current bill has now, very recently, posted I or my sister had to explain to my mother what has happened and that we are still working to resolve this matter for her. Also, she has been in poor health and we are very concerned how seeing this bill in writing will negatively affect her. We are hopeful that this misunderstanding by AT&T can be resolved in a timely manner. In the June cycle bill we counseled her to pay only the portion that she would have owed based on the assumed credit from my conversation with AT&T in July. 

Message 1 of 62
Administrator

Re: Need clear path for formal escalation of billing error on land line service

Hi @joseaoe1,

 

Sorry to read of this. We can help. We’ll need more details regarding your account and just sent you a private message via the community forums. Click here to reply back

 

-ATTU-verseCare


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
Employee Contributor*
*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.
Message 2 of 62
Contributor

Re: Need clear path for formal escalation of billing error on land line service

Thanks I have now been contacted. Very professional and polite. I am hopeful will soon be resolved. Unfortunately it took an external group involvement to escalate out of the call center. I am optimistic we are close to closure.
Message 3 of 62
Community Support

Re: Need DSL or Landline Billing Assitance?

You can also use our AT&T Chat option to connect with one of our live representatives by clicking here.

 

 

-ATTDSLCare


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T App. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.


Click here to send me a private message


Have email issues? Contact the Digital Assistance Center at 877-267-2988

Employee Contributor*
*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.
Message 5 of 62
Contributor

Landline needed ASAP

I've called ATT twice about hooking up a land-line for my home. I live up in the woods and was told they don't have an available land-line. All my neighbors have a land-line. U-verse is not an option either.
Last night there was a 30 acre fire a few miles from us and the power was knocked out. The fire dept did a reverse 911 call to evacuate the area. We were not notified and knew nothing of the evacuation because we can't get a land-line. My question is why isn't there an available line for us and why can't a bigger box with more line hookups be installed? I have all the hookups in my home! I have a new born baby and feel att us responsible to provide us with phone Service. Especially with the dangers of living in an area with extreme fire danger. Can anyone help us!? U-Verse seems to be the only topic to post this to. I need an old fashioned land-line!
Message 6 of 62
ACE - Professor

Re: Landline needed ASAP

This is a tough topic.

In rural areas, due to old equipment installed years ago, rather than spending the money to maintain it, or better, upgrade it, ATT is activly working to retire it's old wired phone systems.

When they can, they will try to pass them on to a local entity that might be willing to take them from them, but failing that, just shut the off, copletrely.

(No, seriously.. there are news reports of petitions to various state agnecies, where att is asking permission to just abondon their residential wired phone service customers. lok it up.)

They are hoping to replace it with cellular based home phone service. (Apparently, it is cheaper to upgrand and maintain the local cell tower, than to work on the phone lines.)

 

Understand, I am another att customer, sharing his personal opinion. I read a lot, and am passing on that information.. and one of the things I've heard is, att is abandoning their old copper wire services, and as part of that, will not add any new customers to it's existing services.

Even if there is no other option available locally.

My condolences, and hope you at least have cell phone service available.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 7 of 62
Administrator

Re: Landline needed ASAP

Hi @NeedALandline,

 

We can look into this. We just sent you a private message via the community forums. Click here to reply back.

 

-ATTU-verseCare


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
Employee Contributor*
*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.
Message 8 of 62
Administrator

Re: Landline needed ASAP

Hi and thanks for reaching out to us.I am very sorry for the issues you are experiencing with your service. We are unable to assist on a landline account. Please see the following link for available options: http://soc.att.com/2b6wbdJ

 

 

Thanks
Miguel
AT&T Social Media Manager
6am-3:00pm CST(Sunday-Thursday)
www.att.com/myAT&T‎

 

 


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
Employee Contributor*
*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.
Message 9 of 62
Contributor

Re: Landline needed ASAP

@MIGUEL. You sent me a link to the generic website that doesn't help me at all. Pathetic. Try again.
Message 10 of 62
ACE - Professor

Re: Landline needed ASAP

I think, what they are trying to tell you, without comming right out and saying it is, ATT is no longer allowing new connections in the old bell copper wired system area.

One of those, if you are already a customer, you can keep your service, but if it ever gets disconnected for some reason, you can't get it back.

ATT is getting out of the copper wire service business.

The future push is moving folks towards wirleless (cellular) based devices, expecially in rural areas.

My point, I am sorry to say, you will not be getting new phone service thru ATT.

Unfortunatly, for you, you happen to live in one of the areas they plan to diuscontinue service in.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Tags (1)
Message 11 of 62
Contributor

Re: Need DSL or Landline Billing Assitance?

 

 I subscribe to DSL and DirecTV.

The last five days have been a nightmare for me and when AT&T was offered the chance to improve my opinion of them, to prove themselves a corporate entity who has the best interest of a customer in mind, they failed terribly.

Let me start from the beginning. I live in a very remote rural area. After retiring from law enforcement I moved here a little over three years ago to be close to my wife’s family. I moved from a metropolitan area where I had multiple options of internet and cable companies from which to choose. The only ISP available at my new residence is AT&T’s DSL and satellite TV the only television. It was a difficult to adjust from cable provided download rates >25Mps to the <5Mps provided by DSL. I endured multiple AT&T network outages, replacement of faulty equipment and these slower speeds, all without complaint and an eager anticipation of U-verse making it to my area. On Thursday 12/01 the connection between my outside IP network PTZ camera and the laptop I use to monitor and record motion activated events failed. I spent the day trying to resolve the issue and was unsuccessful. I spoke on my cellphone with an AT&T support technician and was told connection problems, including those involving third party equipment, and also a year’s worth of any and all connection issues would be covered if I agreed to a twelve month commitment with ConnecTech at $15.00/mo. With a $120.00 Early Termination Fee. You must understand that at this point I was desperate. I need my camera primarily for security reasons, but also because this area of the state is under a severe drought warning and wildfires are more an more common. Taking the advice of the AT&T technician I contacted ConnecTech by phone. I agreed to a service agreement and turned over control of my computer to a ConnecTech technician. To make a long story short, over the next two days four different ConnecTech employees (names available upon request) used remote access attempting to reconnect my laptop to my IP camera. The final claim from ConnecTech was it could not be done and maybe if I replaced the cable connecting the two it might fix the problem. I repeat. ConnecTech said they could not repair the issue. I then re-contacted an AT&T DSL support person named “Ron” via chat on the AT&T site. I told him I wished to cancel my ConnecTech account as I had received no help from ConnecTech. “Ron” assured me that he could repair my issue if I followed his directions and still being desperate I followed his advised steps. These resulted in going to my Netgear router online page and making adjustments. The last adjustment resulted in a “PPP Location Warning” and complete loss of my home network’s connection to the internet and dropped me from my chat connection. Now imagine my frustration! From a bad situation to a complete loss of connection. My next and only recourse was to again call ConnecTech. It is true that ConnecTech did help me regain connection. This did not result in my original issue with the IP cam being reconnected, so I was still no better off than I was when I subscribed to ConnecTech. ConnecTech only resolved an issue created by the AT&T online chat with “Ron”.

Yesterday I called ConnecTech’s billing office and spoke with “Karrie” (maybe Karen or Cara, she speaks English better than I speak her native language but she was difficult for me to understand). I told her I wished to cancel my ConnecTech subscription, as I had received no help from them on my original issue. I also asked her to waive my ETF as it had only been three days since I subscribed and that after four attempts my original issue could not be resolved by ConnecTech She refused my request to waive the ETF and told me that because ConnectTech had reconnected my router after the fail created by “Ron” it was not within AT&T’s policy to do so. I just do not think this is right or fair. ConnecTech did not help my original issue and only gave assistance to resolve an issue created by an AT&T support person. I cited Section three of the AT&T ConnecTech Terms of Service which reads:

Solutions Guarantee: AT&T ConnecTech Support Plus, One-Time Remote Support Services and In-Home Support Services come with a Service Guarantee available to the original purchaser of the AT&T ConnecTech service.
for Support Plus subscriptions: If AT&T cannot provide an effective solution to the first issue presented and the first issue was presented for resolution is within 30 days of the subscription purchase date, the first month subscription fee will be refunded and applicable Early Termination Fees (ETFs) will be waived upon request. Requests for refunds/ETF waivers must be made within 30 days of the purchase date
The billing representative’s response was this did not pertain to my situation as ConnecTech had helped me in reconnecting after my loss resulting from following the AT&T tech support (Ron) directions.

What do you think? Do you think I am entitled to a cancelation of my ConnecTech subscription with no Early Termination Fee? Do you think I should pay ConnecTech when they did not and could not resolve my original issue? I have to call a contractor and pay to have an ethernet cable, routed from my carport and through an exterior wall through an interior wall to my den removed and replaced. This may or may not fix my problem, but ConnecTech did nothing to resolve this when I was assured they could when I was sold the subscription. The $120.00 fee may not seem like a lot of money to you, but as a retiree on a fixed income I can ill afford paying this for service not received and paying a contractor to do the work ConnecTech tells me might resolve the issue.


Please help me. Please help me retain a positive opinion of AT&T. Please tell me AT&T is more interested in their customers than they are in taking $120.00 from a retiree.


Thank you so much for the time you took in this issue and feel free to call me, or email me at the address associated with my AT&T account, with your thoughts on this matter.

 

Message 12 of 62
Contributor

No Landline and No Way to Call ATT

My mother's uverse landline has not worked continuously for over a month now.  I have rebooted the gateway many times and at one point there was a message that the gateway was damanged and a new one was being sent.  I then confirmed the street address, but nothing has ever arrived and that was at least 3 weeks ago.  The phone will ring but when answered there is nothing but static.  On the other end, there person only receives static.  After using the uverse "tool" and rebooting this morning, I received a message to call ATT, but that's a little difficult to do when you have no landline or working cellular service.  I tried to use the chat feature, but it asked for a passcode.  My mother has a brain tumor and cannot speak so I have no way of getting the passcode, but much knowing what answer she gave for the security question.

 

How are you to contact anyone at ATT with no working telephone service?????

Message 13 of 62
Administrator

Re: No Landline and No Way to Call ATT

Hi @DRKing,

 

The quickest way on the forums to report phone issues is here. Select the phone icon and place the #. 

 

ATTU-verseCare


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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Message 14 of 62
Contributor

Disconnected my phone when they decombined the bill - 2 weeks ago. AT&T will NOT return my calls.

I don't think I have ever been so frustrated with a company.  I have been with AT&T for 20+ years.  This started 3 weeks ago when I wanted to pay off my iphone installment plan. I called and was told because I had combined billing I had to go to the store. I drive 30 minutes to the store and was told I have to go to a corporate store.  I go to the corporate store and they say they can't do it because I am combined billing and tell me to call back again to customer service. I call, spend 45 minutes on hold, am transferred and put on hold again for 20 minutes, transferred again and told they (Melody) was definitely the right person and will fix by the next day. They even gave me Vanessa the supervisor's direct line in case of a problem.  The next day phone is still not working.  2 days later I get a call that they need to disconnect and then reconnect my home phone in order to decombine the bill and my phone will be out for a few hours.  That was 2 weeks ago and I have been without a phone ever since.  But even more frustrating is NO ONE will call me back.  I have a written log of this whole mess with who I have called and when and the many hours I have been on hold and dealing with it..  I have called Vanessa almost daily with NO REPLY.  I did get one call back from Grace about 1 week into this fiascoand  she promised that she would have my phone working in a couple hours but it would be with a new number which she gave me.  She said this would be temporarily until they could get my correct number to work (I have had this phone number since 1995 so it is important that I keep it and really the only reason I want to keep it or I would have cancelled )  So here I sit with no home phone.  Dealing with the worst customer service experience I have ever had in my 51 years and typing up letters to the FCC,  BBB and any ATT address I can find to try to get someone to help me.  Does anyone have someone that they worked with that finally took ownership of their problem and helped get some resolution that I could reach out to?  

Message 15 of 62
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