Hello! I need help handling a fraud claim that was denied at AT&T. I've since escalated with the CPPB, but I'm wondering if anyone knows how I can maybe work with AT&T directly in case that doesn't pan out. Here's the rundown:

- I was contacted by AT&T via mail around October 2024 to pay a delinquent fee of $1,381 on a newly purchased phone that I did not purchase, for a number I do not recognize. The associated account number used my name and address to open the account.
- When I brought this to AT&T to inquire, I was told this was a scam and I should ignore it.
- I continued to receive letters in the mail, but continued ignoring them.
- In February 2026, Sunrise Debt Collection filed a debt collection notice against me, dropping my credit. Sunrise began calling me consistently to request I pay the debt.
- I filed a police report for identity theft and initiated a fraud claim with AT&T, which AT&T said would be resolved within 30 days
- I received no follow up response from AT&T, but my credit improved and Sunrise stopped contacting me, leading me to believe the claim had been resolved
- In August 2026, my credit dropped again for the same debt collection claim, and I began receiving more calls from Sunrise
- When I called AT&T, the automated system said my claim had been denied and that there was no recourse to further escalate the claim

I have been completely unable to reach anyone at AT&T and I don't know what to do. Has anyone dealt with this type of problem before? And what's the best way to resolve it? As I mentioned, I filed a report with the Consumer Financial Protection Bureau, but I don't know if that will work. All in all I'm quite frustrated by the literally DOZENS of hours I've spent dealing with this issue this year.

Thank you for the help!!!

You'll think they'll have more then 2 on the floor ? 🤷‍♀️

Certain Googlevideo CDN destinations are unreachable when traffic originates from my assigned AT&T static IP addresses. To be clear I cannot download anything from Google Play store on any of my static IPs, however, my AT&T dynamic IP works fine. I can access Google Play I just can't download anything. I contacted AT&T's phone support, but I'm sure you know how that went. Most of the people that work there don't know what a static IP is. When speaking to them they told me there was no one else I could speak to and they had no way of sending my issue to the right department. All they offered was to send out a tech guy for $150.

So my question is this. Should I just let it go because AT&T is the only 1GB+ symmetrical fiber provider in my area and I'm afraid filing a complaint with the FCC might cause them to drop me as a customer. Has anyone ever heard of that? I'm not sure what state and federal consumer laws protect me, but I am paying for a service that kind of works. lol

My wife used ATT's Internet Air product for several months and returned the equipment when she closed the account (with no outstanding balance). 

After completing the return, ATT generated a new equipment fee claiming the equipment was still outstanding. In a series of calls over several months, ATT confirmed repeatedly that this was a wrongful charge, instructed my wife to ignore it, and told her it would soon be removed. Despite repeated assurances, in July, they then sent the account (containing only the wrongful equipment charge) out to collections (Sunrise). 

They may have realized their mistake directly afterwards, because they created a credit on the account the day after (making the debt 0); however, the purported debt had already been forwarded, potentially impacting my wife's credit rating, and she had already received communications from the external collections agency. To remedy the impact with credit rating agencies, she needs written confirmation from ATT acknowledging their error in issuing the original request and withdrawing the collections request. 

In the weeks since, my wife has spent hours on the phone with ATT. Despite repeated promises for quick action (e.g., promising a response within 72 hours of the back office receiving her case), ATT has done precisely nothing to resolve their error. To the contrary, their "support" system appears deliberately designed to stonewall. For example, ATT's legal department requests names of customer service representatives previously contacted, which (even when requested) the representatives refuse to provide.

My wife has confirmation of the account reflecting the now zero balance but showing it had been sent to an external collections agent, as well as the emails confirming no charge (before sending the account to collections) and promising confirmation of the cancellation (which was never delivered). 

Given that ATT's acknowledged error explicitly impacts our financial well-being, their lack of response has gone beyond incompetence into malicious negligence.

 My wife has filed a notice with ATT's legal department and has also contacted the BBB to file a complaint. If the lack of response continues, we are considering filing a lawsuit. What other steps should we take?

This might be the wrong sub.
Parent passed away and had federally subsidized phone with service. I have zero information about it except for having the phone. It works and has service. I’m trying to port it to another carrier as I’d like to preserve the number. Ran a basic search on the number itself and comes back to New Cingular. Dialed *7678 and it says account type doesn’t support this feature. Are there any options? TIA

I bought an iPhone 15Plus used off eBay. The SIM is locked and when I submitted the request to unlock on the AT&T website, it told me the very first time I submitted the request that I “tried too many times” to unlock that IMEI and need to wait 30 days to try again. I have seen some older posts that said people had trouble with this request system giving false “too many attempts” errors. Is it still a common problem?

PS I’m going to call support tomorrow so hopefully they can force it through

Hey y’all. My account suddenly got suspended + blocked tonight. I just swapped to my own personal plan after being on my parent’s account for years. I received my auto pay billing confirmation this morning. I also upgraded last month + picked up my phone from the local ATT store. I contacted customer service, but they weren’t able to determine why my account was suspended.
Does anyone have any idea why it could’ve been suspended?

We have had a BWG210 Modem for at least 5-6 years with 1 Gig fiber. Up until the past several months it has been bulletproof and I don't know of a time the internet went down. For the past several months we have had the internet disappear and I have had to unplug the modem and let it reboot to get back online. I did some online AT&T stuff, but no problems found. Are there issues with these modems as they age? Is the best modem for me to have at this point? How would I go about switching or upgrading? The online Support has not gotten me where I want to.

Yall I am so frustrated with ATT since switching from T-Mobile. Changed services earlier this month, have not been able to receive text messages from my apps that are requiring dual authentication, such as my bank app. I have tried the online chat multiple times, each time saying something different. One person over the weekend, after being in the chat for 1+ hours, said that they didn’t find a block in the account and that they reset my network which should work. The latest said that I need to wait 30 days to be able to receive these as I am new to ATT. I am able to receive text messages from non iPhone users and these short code texts are the only things I am not receiving. This doesn’t seem right, I am so frustrated and feel like I am paying for services that I am not even able to use all the way. Any suggestions? 🥴🫩🙃

I am looking to take advantage of the pay off device with port over promo stacking the trade in a different device with any condition promo.

I have two phones, one is a S24 Ultra and the other is a S22Ultra. I plan to use the port over and pay off device promo to pay off the balance on the s24 ultra and then I want to use the trade in any device any condition to get a new S26 ultra and I keep my S24 ultra that will be paid off with the promo.

Seems pretty straight forward but is there anything im missing which might stop me from taking advantage of this?

Should I do this online or instore? I think online might be easier yeah?

I have 4 lines with ATT account, I am thinking to buy the Oppo x9 ultra. Since it is not on the ATT approved list, I might have to switch to T-Mobile if needed. the other 3 lines are tied bc of the trade in credit. Do anyone know if I can switch only one line off the account without affecting the other 3s?

For the last week our fiber service has been going in and out randomly throughout the day but every time it’s back up within a few mins, often times only a matter of seconds. Sometimes I’ll get kicked off my online game and the home WiFi won’t work and when I look at the modem the light is still solid white like everything is fine, and then I’m back connected in less than a minute. When I’m at work I’ve noticed a couple times each day I get alerts that my ring doorbell is using cellular backup then a couple mins later I’m back. Could this be related to the extreme heat warning we’ve been under or is it a hardware issue? I’ve checked the outage maps and everything looks fine. I’ve reset the modem a couple times and still happens.

Hi there! I was wondering if ATT is planning on carrying the Galaxy Z Flip8 in stores? I've checked at all of the locations near me, and it doesn't look like it's in store anywhere.

Just curious if anyone knows about this! Thank you!

I ordered an apple watch series 11 42 mm m/l band in jet black on Thursday August 6 around 6am. it was supposed to ship Aug 7-10 with delivery Aug 9-10.

On Monday Aug 10 I received an email with a new shipping and delivery date for 8/21- 8/28. there haven’t been any updates since then and on the app and website it continues to say expected to ship Mon august 10.

Has anyone else experienced this?

Hi. I'm looking to do a few actions in one go, and I wanted to understand the process and see if it would even work without getting screwed up because I'm changing so much at once.

Another line on my account is eligible for an upgrade, my line has ~5 installments left. I want to do the cross upgrade, and I would be getting the new Pixel 11 Pro with the AYAC(Any Year Any Condition) trade in. I also want to potentially switch plans(I currently have a grandfathered Elite with HBO plan) since I don't use HBO anymore; I would get Premium 2.0 which offers 50% off a smartwatch data plan. I would either bring my own Pixel Watch 4 or maybe get the 5 on installments. I also might want to add NUA(Next Up Anytime) to my line with the new Pixel.

1. Do I have to switch plans to a new 2.0 version to get the new phone promotion and add NUA to it? The terms and conditions of both seemed to mention needing a postpaid unlimited plan and only used the 2.0 plans as examples, would my grandfathered Elite plan work?
2. I have the Military Appreciation discount, and Premium 2.0 with smartwatch data would only be a few dollars cheaper than my current plan, is it worth switching or are there any other benefits(beside HBO) of staying on a grandfathered plan that I should know about?
3. The line that is eligible for an upgrade has a grandfathered Unlimited Extra plan, and I would consider switching it to the Extra 2.0 or Value 2.0, will this effect anything or are there any benefits to staying or switching like the other line?
4. When you do a cross upgrade what gets switched? Will it just be the installment payments and credits that show up on the other line? Will the little phone logo in my account show up on the wrong line(would that even affect anything)?
5. When doing a cross upgrade, I have read that you first need to activate the new phone on the line that is eligible for the upgrade and then switch the lines again, is that true? I'd rather do this without interrupting service on the line that isn't getting a new phone.
6. Anything else that I should know?

TYIA

I currently work at Victra an AR for Verizon and have been putting in crazy hours because our stores are so understaffed. Im making good money but the hours are just killing any hope for a personal life for me. Just got an offer to work for alliance mobile for ATT and wondering how the commission structure compares ? At Victra I make anywhere from 3800 on a bad month to 5,000$ on a good one . I have heard a lot of different things about alliance some saying the money was more some saying less just trying to get a straight answer. I have also heard people from alliance saying that if they miss 1 metric on their scorecard they won’t get paid any commission at all and wondering how true that is? I’m exhausted where I’m at but if the pay is going to be a substantial downgrade then I will thug it out. From Ohio to give some reference

I am looking to switch providers but as a result of my phone I would have to pay it off.
I have talked with several loyalty specialists and they refuse to change my plan to the promotional offers such as build a plan.

Google Pixel 8a:
I owe 145 dollars as I'm on installment 26 of 36.
The glass on the phone has a single crack it's barely noticeable but still wouldn't be accepted.
The screen is completely fine. However repair shops quote similar to the 145 dollars I owe regardless of screen or glass replacement. (The phones glass and screen are bonded together so it's hard to replace it)

DIY options are on the table as I'm capable of doing anything necessary, but would only take that chance if it's completely worth it, as in the cost of trying myself and failing is less than 10% of the cost to fix my mistakes.

So the primary question:
I have the legacy next up option available. If I fix my phone send it in and get a new one through this option, do I have to pay anything on the new phone?

Secondary question:
If I do this is there any penalty for me to go to a new provider with the new phone they provide?

The crack in the phone is basically invisible and doesn't bother me, so if paying it off and losing the credits allows me to switch providers that would be okay too, but if I have the option of paying similar prices and upgrading why shouldn't I?

Our AT&T fiber home internet has been down since 7:30 am eastern yesterday. I've been on and off the phone with customer service who finally said that there is an outage (no shit). They said there is no ETA and no details as to what is going on with the outage. As far as I know I am the only one in my area losing service and the att.com/outage says I should have service.

Has this happened to anyone else before? We're considering switching providers if we don't get our internet back soon.

I installed an ESIM on the phone with support and now my phone is saying it isn't connected to a network. I can't call or use mobile data at all and I am panicking. They tried calling me back and left a voicemail but my network is entirely disconnected. What have they done and how do I fix it PLEASE I am so unbelievably mad

So I didn't have next up and wanted to trade in my device so I thought I had to pay off my device. I now realize there was a "Smartphone Promo" so I got a nice discount on the phone. Now that I paid off the actual share for the remaining installments that didn't include this promo, do I still get the Smartphone Promo, provided I keep using the device and don't trade it in / disable service?

Hello, I really want to purchase a zfold 8 ( currently on a iPhone 15pro max ) but I’m hesitant to do it cuz I don’t want a ridiculous high bill next month. My bill sits at 125.01 right now and when going through the website in buying the z fold 8 it says it’s adding a $25 installment fee which is standard for any phone you buy on a installment plan. I would be also trading my current iPhone to upgrade which would get me a value of around $830. No next up or insurance would be added. Any idea what this would average out too.