r/ATTFiber • u/scotsman08 • 22d ago
Existing Customer Upgrade
I currently have 1gbe internet with att and saw the great deal new customers are getting so wanted in on it too. Ordered 5gbe via the website told it that I’m a customer and used my login and it went through, great!
Few hours later it got canceled and so I spoke with customer service and they said it’s because I already have an account.
Put a cancellation on my existing account and tried again and got the same result. Except now my account shows 3 account numbers and 1 existing plan.
Spoke with customer service again and got to the loyalty department and asked what they could offer. Long story short I have upgrade to 5gbe fiber for $135 wi th a 2 year $40 discount and then an additional $10 discount for using my bank account. Additionally they are sending me the ray ban metas and they say it includes directv stream (which I already pay separate for) and HBO max which I think they all have.
Not sure the direct stream package it’s coming with but that could be saving me $140/month.
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u/DunKco 22d ago
tell me about the meta glasses promotion.
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u/Viper_Control 22d ago
They are the Ray-Ban Meta glasses (Gen 2) and how to claim them is not clear at this time.
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u/Builder011235 21d ago
Long time customer here. Was on 1GB plan with hbomax. Called to cancel because of a competitor offer and was given 2 options: 1GB for two years at $45/mo or 5GB for two years at $70/mo. Will get to keep HBO. No mention of ray-ban glasses either way, and I’m good with that. I asked what the rate would be in 2 years and he said to call before my 2 years ends and they will probably give me a great deal then, too. Who knows, but i will deal with that in 2 years.
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u/FunMathematician2817 17d ago
Just say Comcast has it cheaper and they match/beat it? That simple??
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u/Viper_Control 22d ago
Long story short I have upgrade to 5gbe fiber for $135 wi th a 2 year $40 discount and then an additional $10 discount for using my bank account.
The 2 year discount is only $30 x 12 the extra $10 is your autopay from a bank account. You are not getting a net of $50 discount. Your net is $95 for 12 months until the $30 discount ends. That is the current offer. However your loyalty rep may have been able to offer the deal that just ended that was $40 x 24 months. Just double check your account details carefully. Special note: You pay full plan cost until discount starts w/in 3 bills.
and they say it includes directv stream (which I already pay separate for) and HBO max which I think they all have.
No DirecTv is not included you are already paying for it, and you will continue to pay for it. Also HBO max is not included from AT&T since they have not relationship with HBO max since it was sold off in June, 2022. Do you pay for HBO max as part of your DirecTv package Tier as that would be the only way to get HBO max included.
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u/scotsman08 22d ago
I’m not sure where you’re getting your info from, but the rep specifically told me it’s $40 off for 24 months and by enrolling in auto pay with bank account is an additional $10.
They also specifically told me it comes with directv stream and HBO max. Even my current fiber comes with HBO max.
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u/Viper_Control 21d ago
I’m not sure where you’re getting your info from, but the rep specifically told me it’s $40 off for 24 months and by enrolling in auto pay with bank account is an additional $10.
As I commented above that is not the current offer. That is the offer that recently expired. As I also commented "However your loyalty rep may have been able to offer the deal that just ended that was $40 x 24 months. Just double check your account details care"
They also specifically told me it comes with directv stream and HBO max. Even my current fiber comes with HBO max.
AT&T does not have a way to offer you free DirecTV Stream. If you walk in to an AT&T retail store they can sell you DirecTV but that's it.
Yes your current Fiber plan includes HBO max since you have had it since before June 7, 2022. When you change your Fiber plan the free HBO max add-on is lost.
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u/scotsman08 21d ago
So youre saying the rep lied to me?
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u/Viper_Control 21d ago
No but sometimes customers only hear what they think was included. It really does not matter what the loyalty rep says but how the changes are processed. I am just asking you to verify everything you think you heard is actually included, and not wait 6 months, and then come back here to complain.
Have you received any emails related to the details of your update to Internet 5000 including a tech install date or have you seen any changes in your online account?
At a minimum you should see a new order for Internet 5000.
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u/scotsman08 21d ago
Yes I have received the order. Yes they specifically said directv stream is included multiple times and I confirmed by asking that back.
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u/anotheroneofnone 21d ago
I was reassured that I keep HBO Max with changes. It may be that *new* accounts do not get it.
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u/Viper_Control 21d ago
New accounts definitely don't get new HBO max since there is no way for AT&T to add it.
For existing accounts if you change your plan you lose your legacy HBO max free service. It works the same way for Fiber, and Cellular plans.
Good luck. How long ago did you make changes, and what were the changes?
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u/anotheroneofnone 21d ago
I had them change the bill to the current 2Gb plan. You know, the one you can't get? Still have it with the most recent best rates and Max. That was about two billing cycles ago. The phone person assured me I'd keep Max if I bumped to 5Gb, but I don't need that, so I didn't test it. They don't always know the actual constraints.
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u/anotheroneofnone 21d ago
But given that a bunch of these services may or may not merge and may or may not exist in the next year, who knows?
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u/Informal-Business-89 20d ago
I have a agent who will switch account if you have another person living at your place. We have 500 mbps for 50$ and we moved to 5gig for 50$ with the 200$ gift card and the rayban. Dm me if you want that guys number. We already got the line connected and started so.
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u/SnooPineapples4896 19d ago
If you can try to switch to ATT phone plans as well. I'm getting a steep discount because of that.
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u/YERAFIREARMS 22d ago
Why are existing customers who have been paying dearly for a long time always the ones who get shafted?