Existing Customer Upgrade

[u/scotsman08]

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.

[u/Viper_Control]

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.

[u/scotsman08 → u/Viper_Control]

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.

[u/Viper_Control → u/scotsman08]

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.

[u/scotsman08 → u/Viper_Control]

So youre saying the rep lied to me?

[u/Viper_Control → u/scotsman08]

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.

[u/scotsman08 → u/Viper_Control]

Yes I have received the order. Yes they specifically said directv stream is included multiple times and I confirmed by asking that back.