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Can't get service in new apartment because the previous tenant hasn't cancelled yet?!

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Can't get service in new apartment because the previous tenant hasn't cancelled yet?!

I placed an online order for Internet and TV one week ago. Got an order confirmation followed immediately by an email stating it could not be processed because service already exists at my address. I've called 3 times since, and every time I'm told the current tenant still needs to cancel/transfer their service first. I ordered in advance because I want to have it installed as soon as I move in so I'm not without internet or tv, however if the current tenant doesn't cancel until possibly the last day of the month (or later), there's pretty much no way that's going to happen. Not to mention my order is going to be auto-cancelled in a few days and they said there's nothing they can do about that unless the current tenant cancels by them.

 

This is a terrible system and no other company I've been with does it like this. 

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Message 1 of 10
ACE - Expert

Re: Can't get service in new apartment because the previous tenant hasn't cancelled yet?!

Contact ATTU-versecare here:
https://forums.att.com/t5/user/viewprofilepage/user-id/2365485


Send them a private message, on this link, and they should be able to give the help needed to solve your previous tenant problems. The response may take up to 2 business days.

This is not the regular CS/TS people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply. Good luck Smiley Wink

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems) or ATT Customer Care (all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*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 2 of 10
Employee

Re: Can't get service in new apartment because the previous tenant hasn't cancelled yet?!

Have you taken possession of the new unit yet....
Uverse does not allow two accounts at same address so if there is someone at that address till the end of month they cannot cancel their service to add yours.

Now if previous tenant has moved out and you have moved in may be able to order... certain conditions may be needed including physical change of port feeding the location as the current port is assigned.
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 3 of 10
Contributor

Re: Can't get service in new apartment because the previous tenant hasn't cancelled yet?!

I have not moved in yet - my lease starts on July 3rd. My concern is that if I have to wait until then to sign up for service, that mean's I'm probably going to have to wait a few days or a week from then until they can come for the install, which is exactly what I'm trying to avoid.

Message 4 of 10
ACE - Master

Re: Can't get service in new apartment because the previous tenant hasn't cancelled yet?!

When you called, did you say that you wanted an install date ON July 3?

 

My daughter & SIL moved into an apt. w/Uverse internet (only).  They called a week or two before they moved in and requested that they install on their move-in day. 

 

AFAIK, it was not a problem.  Both are college students and had to have the internet immediately.

*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 5 of 10
Employee

Re: Can't get service in new apartment because the previous tenant hasn't cancelled yet?!


 

My daughter & SIL moved into an apt. w/Uverse internet (only).  They called a week or two before they moved in and requested that they install on their move-in day. 

 

 


This can happen granted that there is not current active services from the old tenant. The reason this is happening to the OP is #1 the old tenant moved ,didnt call and has no intention of paying the bill or starting new services, in this case the apartment manager can contact AT&T to verify this tenant is no longer there.

#2 and most likely is the tenant moves out, they move into a new apartment and move services with an install date set out somewhere in the future, AT&T wont cancel the service at the old address until service is activated at the new address, cancelling would open up a new can of worms especially if VOIP is involved. Im sure the apartment manager has contact info for the old tenant (im sure they would like their deposit returned to the right plce and in a timely manner) i would ask them to contact the old tenant and get the story.

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 6 of 10
ACE - Master

Re: Can't get service in new apartment because the previous tenant hasn't cancelled yet?!

If the current tenant isn't living there but failed to cancel their service, that would be odd.

 

The OP states that the service would (potentially) be canceled by the end of the month.  "....if the current tenant doesn't cancel until possibly the last day of the month (or later)..."

 

I suppose the question is when is the current tenant moving out and when is their service scheduled to be cancelled.

*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 10
Employee

Re: Can't get service in new apartment because the previous tenant hasn't cancelled yet?!

Actually as a premtech for 6 years we saw this quite often, usually it was because the tenant was in process of transfering the service to a new address and was sitting in limbo at the old address until install. 

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 10
Employee

Re: Can't get service in new apartment because the previous tenant hasn't cancelled yet?!

Have seen this ... as original account is still active with port assigned. .. have to have a new port assigned .. if one is available. . Requiring cross box work from both engineering group and PT/WT.

As previous stated issue is cannot have two accounts at same address at same time in order system.
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 10
Contributor

Re: Can't get service in new apartment because the previous tenant hasn't cancelled yet?!


Constructive wrote:

Actually as a premtech for 6 years we saw this quite often, usually it was because the tenant was in process of transfering the service to a new address and was sitting in limbo at the old address until install. 



Sorry for the late reply. This was exactly the situation. The previous tenant was still living there (until 6/30) and they had a move order but it hadn't been processed yet for whatever reason, holding up the account. I contacted the person mentioned in the first reply the day I posted this and they got back to me within a few hours, oddly enough stating they could find nothing about my order in the system, but were able to lookup the service at the address. I'm not sure if it was coincidental timing or they did something, but they followed up again saying service was now fully cancelled and I could process my order.

Message 10 of 10
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