Contributor
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1 Message
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???
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???
Accepted Solution
Official Solution
t6michisisa
Associated Member
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61 Messages
8 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.
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KRM1111
Contributor
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1 Message
8 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.
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MWest72
Tutor
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3 Messages
8 years ago
AT&T is ridiculous in all aspects. I'd give anything to have another option.
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Amy_M88
2 Messages
9 months ago
I'm currently facing a similar situation. I moved about a month ago, but I can't have internet access because the previous tenant hasn't canceled their account with AT&T. It's frustrating because AT&T is telling me that I need to call the old tenant and ask them to cancel, which doesn't make any sense. How am I supposed to obtain their contact information?
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ATTHelp
Community Support
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231.3K Messages
9 months ago
Hi, @Amy_M88, we would be happy to help with activating a new account.
We recommend you give our customer service center a call at 1 800 288 2020. They should be able to assist with activating new accounts.
Daniel, AT&T Community Specialist
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Amy_M88
2 Messages
9 months ago
Daniel, I have called over 10 times, and they keep saying a supervisor will eventually call me, but nothing happens. I'm told to call a stranger whom I don't have contact information for, just to cancel their account. I work from home, so this has been a nightmare for me. If you can help me and have some type of supervisor contact me, pleaseeee. 214-646-7871
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