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cluelessinsd's profile

New Member

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10 Messages

Sat, Sep 24, 2022 10:18 PM

Not getting promos for online signup

Signed up for AT&T fiber service. Promos included $150 for online signup, plus two other promos that were stackable. I have a screenshot showing this. But then it said order could not be completed online, please call. Called the number, and the agent was unable to add the two additional codes.

How do I get these promos?

ATTHelp

Community Support

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204.1K Messages

2 months ago

Hi cluelessinsd, we understand how important it is to get the best offer available.

 

If your order could not be completed online, and we weren't able to add the promotions over the phone, then it likely means that they cannot be applied to your account.

 

We hope that clears things up for you. If you have any other questions, let us know.

 

Thank you for visiting the AT&T Community Forums.

 

Aminah, AT&T Community Specialist

New Member

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10 Messages

2 months ago

Hi ATTHelp. Sorry but your answer is just not correct. I am still able to do the sign up online, and the promo codes are still valid and working. I have screenshots to prove that.

The problem is with the AT&T system doing the credit check. It keeps failing. And that's the reason I was asked to call and complete this on the phone. But the phone representative has a different system, and is unable to input the same valid promo codes.

Perhaps I will interpret this to mean that this is just a scam that AT&T is running? Promise some promos, then make it such that the customer is not able to complete the order online, then ask him to call, and then tell him that he is unable to use the promos on the phone?!

(edited)

ATTHelp

Community Support

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204.1K Messages

2 months ago

Thanks for providing more information, cluelessinsd.

 

If the promotion cannot be added online or over the phone, you can reach out after your service is set up, and we can look into crediting the account for the promotion that was offered.

 

Thanks again for reaching out.

 

Aminah, AT&T Community Specialist

New Member

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10 Messages

2 months ago

Okay thanks, will contact customer service after the service is staeted.

tonydi

ACE - Guru

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8.5K Messages

2 months ago

Don't contact regular customer service unless you enjoy long hold times, not being able to understand the CSR, them not understanding your situation, getting passed around to different people and finally disconnected.

Instead, call 800-288-2020 and when prompted for the purpose of your call, say Cancel Service.  That will route you to the Loyalty/Retention dept people who are stateside and have the power to do things that regular CSRs don't.  Lose the scam idea, explain that you weren't allowed to order online because of your credit and you were told by ATTHelp on this forum to contact AT&T after service was established. 

New Member

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10 Messages

2 months ago

Thank you tonydi, will try that.

New Member

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10 Messages

21 days ago

Called. Several times. Disconnected after long holds. Or got reps that were clueless. Didn't want to waste any more time. Finally got someone that said I could get only one of the promos. They didn't care that I had a screenshot of the actual promos. And that it was their system that didn't work. And that they'd told me I would get the promos.

I just took what they offered. Will know better next time, not to believe what they say.

tonydi

ACE - Guru

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8.5K Messages

21 days ago

I'm literally shocked.  That dept has always been quick to get to and usually extremely helpful.  Some major changes must have been made to them since the last time I called back in April.  Very discouraging, they were were the last hope of reason and flexibility.

ATTHelp

Community Support

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204.1K Messages

20 days ago

Thanks for sharing that information with us @cluelessinsd. We'd be happy to look into the status of your promo offer.

 

In order for us to further help with your promo, we'll need to meet you in a DM and gather some information to take a closer look for you. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

 
We look forward to hearing from you. 
 
Robert, AT&T Community Specialist
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