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Foche911's profile

New Member

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13 Messages

Tue, Jun 21, 2022 12:41 AM

ATT contact # that works for help.

All three ATT#'s 877-722-3755, 800-288-2020, 800-246-8464 fail to reach agent.

All three I get automated tells have to pay bill before get help. Exactly I am trying to get to billing and service repair,

after long outage dsl and landine, but automated blocks. All three #'s used to work.

Is there other number(s) where serious issues can be dealt with?

I in past had Presidents Office number where I twice received immediate help, but it is no longer active.

I am located North Central Oklahoma.

Juniper

ACE - Expert

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30.3K Messages

2 m前

This is a change by AT&T. If you have reached that past due point, they will refuse to let you through until bill paid first.

So this is on purpose, not a technical issue.

New Member

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13 Messages

2 m前

I thought maybe so. I used to call Loyalty Department, but that no longer connects.

I reached past due point because no service for weeks, but very limited internet and no way to contact ATT until I found this forum. Then an ATT agent messaged me.

Juniper

ACE - Expert

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30.3K Messages

2 m前

Careful, make sure it is an official response not someone pretending to be AT&T. Happens a bit because this is a public forum.

You reached past due because no service for weeks? That makes no sense as there are multiple ways to pay the bill. Even if your service isn't working, there are other methods to call, pay online, in a store, autopay before the fact, or the traditional method of mailing in your payment. Even if internet was limited to access the paying online option, you could still have gotten the address to mail it in.

New Member

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13 Messages

2 m前

There were other issue with the bill also. 

In past I contacted Loyalty and received adjustments.

Some were for outage no service in past.

I am disabled, alone out in country, do not drive, limited income,other.

I expect to be able to reach reasonable customer service as before,

though more over time it has become more difficult, and now...

Last big problem, after many hours seeking help, I received call

from Lady in Presidents Office Florida, asked me if I was having 

problem with my internet (yes) and said she had engineer there

working on it. Result was far better than ever before.

I need to find way to contact Presidents Office now.

Thank You for reply.  If that is policy change it is very disturbing.

Juniper

ACE - Expert

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30.3K Messages

2 m前

This is a change they made so many months ago. Even if there is something to dispute on billing, their view is you call and discuss it before it goes this far.

The "loyalty" or retention/cancellation department as it is more officially named, is not guaranteed to keep giving you adjustments. If you are on limited income, then reduce service, go to prepaid, or change providers to get something better in budget. I would look into programs such as Lifeline to assist with basic phone needs.

Unless they are calling you back, AT&T doesn't call customers to see if they are having technical issues. If there are known outages, they work on them. They don't call around looking for problems.

There is no direct way to contact corporate (Office of the President). You can file a BBB complaint that eventually goes to corporate, and often results in them contacting you. But doubtful this new policy will change as has been implemented for quite some time. In the end they are a business, not a charity. So, they can apply strict policies like this even though the average consumer doesn't like it.

New Member

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13 Messages

2 m前

Just one point....Bill was not overdue when service was interrupted,

then I could not contact ATT about it, nor report the outage as

no other phone. Only got help, information on outage here.

When restored, I spend hours new policy and terrible customer 

service. 

Adjustments were most from supposed DSL over usage, which 

I disagree with. I use and monitor VPN which shows usage is nowhere near limit.

After hours and many calls today I finally reached a tech who

who possibly fixed DSL speed problem, hopefully.

It shouldn't be this hard. 

Thanks for response again

I am hoping ATT rep will contact me here again. 

Juniper

ACE - Expert

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30.3K Messages

2 m前

Just one point....Bill was not overdue when service was interrupted,

then I could not contact ATT about it, nor report the outage as

no other phone.

Service interruption is for past due, outage is for technical issue. Just careful to clarify as they don't mean the same thing.

Adjustments for a valid billing issue is fair. However, if you simply disagree, they might have only put a courtesy credit to satisfy you even though no billing issue was verified, which is not something they can keep doing.

Remember in the end it is the consumer's responsibility to pay bill on time. Even if there is an internet or phone outage, there are other ways to pay the bill. That is how companies tend to view it, including historically AT&T.

ATTHelp

Community Support

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195.5K Messages

2 m前

We're here to assist with your DSL service, @Foche911!

 

For us to get to the bottom of your DSL concerns, we will need to move this into a DM. Be on the lookout for a chat notification in the upper portion of your webpage.

 

We look forward to speaking with you!

 

CalebP, AT&T Community Specialist 

New Member

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13 Messages

1 分钟前

Still unresolved outage and billing issues.

From May long outage to mid June. 

Now site error I cannot pay past due bill, and 

I have never received last bill email. 

Neither does last bill show on ATT site.

When try to pay bill this message:

    "Oops, something went wrong.

    We we unable to get your account information.

     Please try again."

Oops?   

I need serious help. Supervisor level.

(edited)

Juniper

ACE - Expert

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30.3K Messages

1 分钟前

Time to call customer support then. If your phone doesn't work, then calling from another (friend, family, etc.). Next step is going to an AT&T corporate/owned store.

This is primarily a public customer to customer forum. The official "help" team is only supplemental, not full options and certainly not the supervisory level you are looking for. Sorry that the forum guidance couldn't do more.

New Member

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13 Messages

1 分钟前

I can't travel and have no access to other phone.

Besides that automated blocked because past due bill,

which site gives stupid "Oops" message when I try to pay.

All is ridiculous. This landline # has been in family since

near 70 years. Never failed to pay bill, but problems

from some terrible episodes, which more than once 

solved easily when reached Presidents Office or other

competent, responsible parties.

Once past lower level poor service problem quickly fixed.

I am some confused what forum is for if not to really

help customers with issues.

but I got silly badges...

Is this ATT official forum or independent?

This is serious.

I hope the ATT person that that contacted me before

on outage contacts me. 

(edited)

New Member

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13 Messages

1 分钟前

5:55 AM CST  finally site worked for payment after dozens attempts.

Up all night searching for contact responsible ATT help.

Crazy.

Now to try call for customer service about latest month bill 

(which still not received or on site) during  for adjustment for over two weeks outage which brought me here firstly.

 

(edited)

ACE - Expert

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22.8K Messages

1 分钟前

For clarity, this is a PUBLIC CUSTOMER POPULATED forum. 

While there is (minimal) participation from @ATTHelp, the message boards are not an official way to contact AT&T.

Perhaps you should consider getting an inexpensive PREPAID cellphone as a backup to your home phone.

New Member

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13 Messages

1 分钟前

I have year paid ahead Tracfone on nearby ATT tower, but they went to foreign call centers and that is messed up also, currently trying to get responsible level help there. 

Otherwise, ATT should consider not being so disfunctional,

especially to long time loyal customers.

Well, this forum site contact from ATT guy may have helped,

local techs here are good, but ATT site functions to reach help

all failed working and automated phone is terrible.

(edited)

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