How do I send a message to AT&T or open a trouble ticket?

You can post your concern here, but you should not post private information.  Maybe the community will have more specific advice on how to address your issue, but in general if a member of the AT&T Support group (operating under the user id ATTHelp) deems your issue worthy, they'll send you a Direct Message and ask you to chat directly with them via DM.  This is a different group than the chat option at the bottom of the page.  You can give them your account information, etc.

Hello kimsandiego, we're here to help

We have a few questions to see what type of support you need;

• What AT&T service are you having trouble with? This will help us get you to the right support.
• What is the make and model of your device (if this is a wireless service)? This is so that we can offer device specific troubleshooting.
• What is your concern? So we can help you.

Let us know so that we can begin addressing your concern.

Thank you for visiting AT&T Community Forums!

Carlton, AT&T Community Specialist

@atthelp I am unable to set up downtime schedules. I upgraded my plan and the intro video that plays shows that there should be an on/off toggle button for the downtime setting in each profile. I have no button. Nothing happens when I try to tap that area of the menu. I can set up content filters and website filters. I tried live chat customer support and they were not helpful. They suggested I uninstall and reinstall the app, which I did but it didn't help. I explained that the problem is on desktop AND mobile, so it's not a problem with the app. 

If you could send me detailed instructions for accessing this feature, I'd appreciate it. 

I would also like to make sure that I can set a different downtime schedule for every day of the week.

Hello kimsandiego, 

We have a few questions to see what type of support you need;

• What is the name of the app? That way we can get specific instructions for the downtime scheduler
• What is the make and model of your device (if this is a wireless service)? This is so that we can offer device specific troubleshooting.

Let us know so that we can begin addressing your concern.

Thank you for visiting AT&T Community Forums!

Carlton, AT&T Community Specialist

The app is AT&T Smart Home Manager. Is there another way to schedule downtime via AT&T Internet or AT&T Fiber? If so I would like to know about it.

This is not wireless service. It's home internet parental controls.

Thank you providing us with more information, so we can assist you, kimsandiego.

Here are the steps to turn on the Downtime Schedule:

• Open your Profiles section.
• Create a new profile or choose the profile you want to edit/view.
• To edit an existing profile, select the three dots in the top right-hand corner and then select Edit Profile.
• Turn Downtime Schedule on.
• Select the calendar to set specific days of the week for downtime.
• Choose the clock to assign times for this downtime schedule.
• Select Save.

You can get more information about setting up parental controls on AT&T Internet by reading our online guide.

Let us know if you need further assistance.

Aminah, AT&T Community Specialist