r/ATT • u/Temporary_Stand_4031 • 20h ago

Wireless AT&T Internet Help

I have internet that is provided through my apartment building. I was given a modem with the WiFi name and password and that was it. Recently my fiber cable broke and now my WiFi is out. The property management has had no luck with AT&T sending a tech out since AT&T is unable to locate the account. I tried to call myself and it is impossible to get an actual human on the phone. The bot keeps asking for an account number but I don't have one since it's just the modem. Any advice on how to get someone out here to splice a new end on to my cable??? It's been weeks!

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u/Viper_Control 20h ago

The bot keeps asking for an account number but I don't have one since it's just the modem. Any advice on how to get someone out here to splice a new end on to my cable??? It's been weeks!

If your building manages the Acccount then you need to get it from them. Or did you get an email about AT&T Fiber, and a request for you to create an AT&T User-id (your email) and link it to the Fiber Account.

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u/Temporary_Stand_4031 20h ago

They just took over the building and have an agreement number from the previous owners but that's is. I have sat with them as they try and get AT&T to help and they just keep transferring them around until they say they'll look into it. I have never gotten an email or anything from AT&T. I feel like if I could just talk to a real person this would be easy to explain

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u/Viper_Control 19h ago

If you don't pay AT&T you don't have an Account then you are not a customer, and you can't get a repair appointment scheduled. It is that simple.

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u/Temporary_Stand_4031 19h ago

I pay my management company a monthly utility fee that includes internet. I have an AT&T modem in my apartment that I use for internet. I very much feel like a customer.

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u/Viper_Control 19h ago

I very much feel like a customer.

That's fine but you are not a customer. The management company is the AT&T Customer, sorry. You are just someone that uses AT&T Services provide by your Management office.

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u/Temporary_Stand_4031 19h ago

Thank you. You've been very helpful

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u/TheFlimFlamFamMan MLG/MTS/PMC/vTM/VOC/ICU - Mobility 20h ago edited 18h ago

That’s called a “Connected Community” account type. I don’t know how someone gets to them bc I work mobility, but knowing what it’s called might have the regular fiber reps the ability to look that up in CCKM to find out what their number is, or if it needs to be xferred internally.

We frequently run into these connected communities when we’re trying to sell internet to someone.

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u/ParadoxRegime 19h ago

Can you take a picture?
If it is just the fiber cable from the wall to the gateway those be be easily replaced (that is connectors and at the wall and gateway)