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Unable to use new MyAT&T account - already have a Directv account

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Unable to use new MyAT&T account - already have a Directv account

I have had a Directv account for many years, but just switched wireless to AT&T. When I attempt to login to MyAT&T (whether via the app on a phone or a computer web browser) the system thinks I'm using a Directv account to login, and gets confused. I can never get into MyAT&T. If I reset the password or change it for MyAT&T the system automatically changes the Directv password to match, then complains again that I'm using the Directv account. Both accounts IDs are the same.

 

When the system "gets confused" it says I used a Directv account and AT&T isn't ready for that yet, then offers me a choice of going to Directv or MyAT&T. The Directv choice works but I if I choose MyAT&T get looped back around in MyAT&T to a login screen, which gets the same "not ready for that" choice. End result - I can never access the wireless side in MyAT&T.

 

Is this a bug that can be fixed? Or is there an option in the app I'm missing?

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Accepted by Administrator (Administrator)
Accepted by ATTKevin
‎05-24-2019 4:53 PM

Re: Unable to use new MyAT&T account - already have a Directv account

Hi @DeltaNM

 

Thank you for reaching out to us today. We'll be happy to assist.

 

Since you already have an access ID for your DirecTV service, you can try linking your wireless account to that access ID

 

Go to My linked accounts in myAT&T. Select Link another account. We’ll look for other IDs or accounts that belong to you. Then you can proceed from there.

 

If you require any assistance with this, please let us know and we'll be happy to proceed.

 

Darais, AT&T Community Specialist


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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.
*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.
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Message 2 of 4
Contributor

Re: Unable to use new MyAT&T account - already have a Directv account

This got solved by me calling 611 earlier today. It turns out there is a bug in the system. I never created my account on MyAT&T, but when I asked the system for my login (as I wasn't sure what it might be) the system gave me my login. My FUTURE login. As I had never created it, the system assumed I meant to go to Directv instead. Once I created the MyAT&T account properly, everything worked just as it is supposed to and I got online access.

 

The bug is that the system gives you what would be your ID, but never flags you that the account has not been created. Having worked in IT for 35 years, usually if you have a login ID you have an account. I assumed, bad on me.

 

Thank you for your response as well.

Message 3 of 4
Administrator

Re: Unable to use new MyAT&T account - already have a Directv account

Hello @DeltaNM,

 

You're very welcome. We're glad to hear that you're no longer experiencing this issue with your myAT&T account. Please don't hesitate to contact us with any further questions or concerns that you may have. We're always here to help!

 

Sean, AT&T Community Specialist


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.
*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.
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