AT&T Community Forums

Unauthorized change to fiber internet and phone service

Until 3.5 hours ago we had the following service from AT&T:

1. 300 Mbps fiber internet with 8 static IP addresses

2. 2 x home phone lines with local numbers (over the fiber, same numbers for 15 years)

3.5 hours ago I inquired about increasing the speed on our fiber line from 300 Mbps to 1000 Mbps. I also said, multiple times:

1. no change to static IP

2. no change to phone lines

The agent cited a price for the upgraded service and said an order could be created for my review. I agreed, but, again, emphasized I still needed the static IPs and BOTH phone lines.

15 minutes later, a change confirmation (NOT order, actual change!) arrived and listed new charges - including only ONE phone line. I immediately tested our phone lines. The primary line was fine, but the second line was dead - no dial tone. I then contacted AT&T and have spent the past 4 hours being handed from department to department where everyone spends a lot of time researching the problem but nothing every gets fixed. The last specialist phone 'Sales Team' gave up and stopped responding in chat (I know because I kept the connection active for another 45 minutes).

We need 2 phone lines and no one at AT&T seems capable of restoring our service - all we get are low level, undertrained, overseas workers without the authority to actually do anything. I can easily file a (Edited per community guidelines) for pennies tomorrow if that is the only way to get their attention - even making the motions to have it moved to arbitration would cost them a fortune and me virtually nothing, but I would simply prefer to have my service restored, especially since I never authorized the change.

Responses

B

bnelson907

New Member

•

19 Messages

3 years ago

here is a copy of my last online attempt at getting this fixed (almost 2 hours online). first half as it's too long for 1 post.

Reference Number: 741227975245795469
DATE/TIME: 2020-06-17 14:07:28
Your chat transcript:
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.
AT&T : Hi, I’m AT&T’s automated virtual assistant. How can I help you today?
Me : agent
AT&T :
Sure thing! So I can get you to the right place, tell me what you’d like help with.
Me : incorrect service change
AT&T :
So I can assist you further, please select a product I can help you with:
AT&T Internet
AT&T Digital Phone
Me : AT&T Internet
AT&T :
Here’s how to find out what a plan change would cost:
1.    Go to your 1.    myAT&T account overview. If you have more than one service, select the one you want to see.
2.    Select Change or manage my plan.

From here you can:
⦁    See your current plan.
⦁    Explore other plans to see pricing info.
Learn more about changing your service
I'm here if you have more questions.
Me : agent
AT&T :
Please tell us your first name.
Me : John
AT&T :
Thank you. You will now be connected to a specialist for Shopping.
Katy : Hi!
Katy : Hello, my name is Katy. I'm happy to help you with AT&T Internet . Can I get your name?
Me : I just placed an order to upgrade my internet from 300 mbps fibe to 1000 mbps fiber via chat
Katy : John, nice to meet you:)
Katy : I am more happy to help you with your concern.
Katy : Lets get started.
Me : The order confirmation shows my phone charges dropping and only indicates 1 phone line, when I have and still need 2 phone lines. I did NOT authorize a change to my phone service
Katy : Please do not worry, let me check it for you.
Katy : Can I have your registered email address with AT&T account?
Me : [email scrubbed]
Katy : Thank you.
Katy : Under federal privacy law, it is your right and our duty to protect your account information. Can I use your information during this chat to discuss products offered by AT&T companies? Your decision will not affect your service.
Katy : Can I get your permission to access your online account?
Me : yes
Katy : Just to confirm, are you referring to home phone service or cell phone service?
Me : home service over the same fiber as the internet
Katy : Thanks for info!
Katy : I have checked into your account and it shows one home phone service.
Me : that is incorrect, we have 2 lines. 847-251-YYYY and 847-251-XXXX. at least we did 15 minutes ago
Katy : Oh!
Katy : No worries I have got your concern.
Me : it has been cutoff and my be restore NOW. It is a business line and we are still in quarantine.
Katy : Oh!
Me : must be restored now, to the same number
Katy : No worries it will update into your account.
Katy : However as you have received the confirmation message that they are dropping one phone charges so I am going to move ahead and share the dedicated team number and they will look up into your orders and send you the confirmation again so that you can get 2 home phones line.
Me : I need the phone line NOW! I was very, very clear that we were keeping both phone lines!
Katy : I wish I could resolve this issue over this chat however I am from the sales team and I have limited access to the an existing customers, I hope you will understand my limitations.
Me : reverse the unauthorized order! those changes were not authorized! I was very, very clear, repeated myself multiple times!
Katy : I have got your concern.
Katy : Please do not worry.
Katy : Can I have your order confirmation number please?
Me : No, you don't. Her office is an hour from here and the building is CLOSED for at least the next month. There is no way to reforward her office line!
Me : There is only an account number on the email and summary document when I login to AT&T - there is no order number. where is the order number located?
Katy : The order confirmation number you will receive at your email address.
Me : I received an email that says 'Hello, review your ATT order' but it lists no order number
Katy : Oh!
Katy : No worries.
Katy : Let me check it for you once again.
Katy : Can I get your complete name please?
Me : John Smith. Her phone line is dead and it is still the workday here
Katy : Oh!
Katy : I will help you in every possible way so that you can get your second home phone line, please be rest assured, if require so I will involve the dedicated team as well.
Me : I have the email to 'review my order' and it has no order number, just the account number. I can send it if I am told where.
Me : There is a link to order status, maybe that will give me an order number?
Katy : Yes.
Me : It does. It says the order number is (edited per community guidelines)
Me : The (Edited per community guidelines) changed our phone service.
Katy : No worries.
Katy : Can also I have your area zip code?
Me : 12345
Katy : thanks for all the info!
Katy : As I have checked your order status so the rep has just changed your services into not added the another home phone service into it.
Katy : The popup is showing that your internet and phone service will change on Wednesday, June 17, 1000.
Me : We had fiber 300, 8 static ips and 2 phone lines with a $20 12 month promo and a $20 permanent bundle discount. The second line and the bundle discount disappeared. I just spoke to someone about upgrading internet 15 minutes before I reached you
Me : all i wanted was to upgrade to fiber 1000 and keep everything else
Katy : Oh!
Katy : I have checked into your account as well so your services has been changed accordingly.
Me : They were NOT authorized to change our phone service or touch the static ip addresses
Me : Please restore our old service immediately. This change is NOT what I agreed to.
Katy : I completely understand my your point of view.
Katy : Let me quickly get you connected with dedicated team and they will quickly get it done for you.
Katy : I am sorry, I am bounded with tools and I am not authorized person we have dedicated team for that.
Me : i just need it fixed, i don't care who fixes it.
Katy : So I am connecting you with them over this chat so you don't repeat yourself again and they will pull the account details and get it done for you over the chat.
Katy : Alright.
Me : ok
Katy : I am connecting you with them.

(edited)

1

0

B

bnelson907

New Member

•

19 Messages

Shiela : Thank you for contacting AT&T! My name is Shiela. Please allow me a moment to review your previous chat.
Shiela : I appreciate you waiting despite of the long que.
Shiela : Hi there John!
Shiela : How are you?
Me : not well. we had 2 phone lines less than 30 minutes ago and now we have 1. we need the second line restore to its previous number
Me : we did NOT authorize the removal of a phone line on our account. these are home/land lines over fiber.
Shiela : I apologize for what happened on this John.
Shiela : Let me check on what I can do here for you.
Me : our phone numbers are 847-251-YYYY and 847-251-XXXX. 847-251-XXXX is now reporting as disconnected. We have had this number for 15 years and need it restored. My wifes office is still under quarantine/lockdown and her office phone forwards to that number. there is no way to reforward her office with going to the office, 1 hour drive each way - and no one is allowed in the building until at least July! We want our service restored. We did NOT authorize this change to our phone service
Shiela : I totally understand where you are coming from. I will do my best to help you on this.
Shiela : Allow me a moment while I pull up your account.
Shiela : Thank you for patiently waiting John.
Me : ok
Shiela : I see here that the your account is updated and there should be no problem in it. We are currently a known issue and there are a lot of customers who got the same email as well.
Shiela : We really do apologize for what happened but nothing to worry. We will work on that for you John.
Shiela : And I will make sure that everything will be taken care off.
Me : This is not an email. I connected online to upgrade our internet from fiber 300 to fiber 1000. The system said it was also going to change our phone service, which I knew wasn't correct , so I DID NOT submit the order - I used the chat to reach a real person. I told them multiple times I ONLY wanted to upgrade internet service, I wanted to keep both phone lines and our static ip addresses. Theu assured me it was no problem. Then our phone line just shutoff.
Shiela : That must not be the case, case I am seeing here that you are still on Internet 300.
Me : I just finished this chat 60 minutes ago.
Me : Since then they have disconnected our phone line. This was not authorized, I need it restored.
Shiela : Let me review here what happened earlier.
Me : The order number they created is (edited per community guidelines)
Me : This order is WRONG.
Shiela : I understand, please bear with me as I work on this for you.
Me : ok
Shiela : Thank you. I am currently coordinating this with the rep who assisted you earlier.
Me : ok
Shiela : Thank you.
Shiela : I will be needing the help of our tech team to check on what we can do about this. Please bear with me.
Sharon : Hi, my name is Sharon.
Me : Hello
Me : I need my phone service restored.
Sharon : I apologize for the inconvenience. I can help you with that.
Sharon : Let me access your account and check that for you
Sharon : Please click the arrow icon above to move our chat to its own window. This will prevent our chat from getting disconnected.
Sharon : Just to give you heads up, as I am from "Technical support" I have limited access to restore phone services.
Me : 90 minutes ago we had: fiber 300, 8 static ip, 2 phone lines (over fiber). numbers were 847-251-YYYY, 847-251-XXXX. Someone placed an order that eliminated 847-251-XXXX, which was NOT authorized. We did request an upgrade from fiber 300 to fiber 1000 but were very,very clear that we needed to keep the static ips and both phone lines. We have had these phone numbers for 15 years and need both functional.
Sharon : However, we have a dedicated team(Sale Team) who will be able to restore the phone services.
Sharon : Please be rest assured, they will take care of this right away.
Sharon : Please stay connected to this chat
Jean : Hi! Thank you for contacting AT&T. My name's Jean and I'm happy to help.
Me : Well I need it restored NOW. As I have already stated multiple times, this changed was 1) unauthorized and 2) cutoff a business line that forwards from an office that is on lockdown until at least July - we can NOT enter to change the forward
Me : I hope so. Your are the 5th person to whom I have been passed.
Me : 90 minutes ago we had: fiber 300, 8 static ip, 2 phone lines (over fiber). numbers were 847-251-YYYY, 847-251-XXXX. Someone placed an order that eliminated 847-251-XXXX, which was NOT authorized. We did request an upgrade from fiber 300 to fiber 1000 but were very,very clear that we needed to keep the static ips and both phone lines. We have had these phone numbers for 15 years and need both functional.
Jean : I am reading the messages from above.One moment here.
Jean : One moment here.
Me : ok
Jean : May I have the 4 digit passcode,
Me : 1000 i think. i may have to look it up
Me : that appears to be correct
Jean : Correct!
Jean : phone line ending in 1000 is still working.is that right?
Jean : Please stay on the line.
Me : still here
Samy : Hello, my name is Samy. I'll be happy to assist you. Give me a moment to review your request.
Samy : As I verified I see that your phone lines has been changes while processing an order for the internet upgrade. is that correct?
Samy : I have not received any response from you. Please let me know if you are receiving my chats so that we can continue.
Samy : I have not heard from you in a few minutes. Please let me know if you are receiving my responses so we may continue.
Samy : Since we have not received any response, we will now be closing this session. Thank you for contacting AT&T.We appreciate your business.
Me : calling 847-251-XXXX returns the message : 'The number you have called 847-251-XXXX has been changed. The new number is unknown' Trying to call out from this phone line fails - the line has no dial tone.
Me : it is now 5:50 pm cst
Me : This entire fiasco started before 3:30 pm cst. I have now wasted almost 2.5 hours online with AT&T because someone cutoff my phone line without authorization
Me : is anyone there? it has been more than 20 minutes since i have received any reply.
Me : it has now been 30 minutes since there has been any reply from at&t. i am initiating a second call while keeping this one open

(edited)

3 years ago

0

N

ndroidap

New Member

•

5 Messages

3 years ago

Did you ever get this resolved? I’m in a similar loop right now. Ugh.

0

spoom2

Expert

•

18.6K Messages

3 years ago

See your other topic. Closing this topic to posting.

0

bnelson907

Unauthorized change to fiber internet and phone service

bnelson907

bnelson907

ndroidap

spoom2

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