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Horrible system and no one can help
I created a FirstNet profile with email address A over the summer and moved my phone number to FirstNet. We have tried to convert that FirstNet profile to a FirstNet and Family account several times and were unable to do so. I was told we just had to use a different email address and create a new FirstNet profile which would be a family account. I eventually did that, got the new account verified. I then called FirstNet and was told the account was not a family account, but I could migrate it online. After several attempts, it finally worked to migrate to a family account. I have screenshot proving that, and my profile online said family account. When I called FirstNet again, they said this new email address was still an individual account.
In the meantime, my billing account information has gone AWOL. I can't find anything online on either AT&T or FirstNet. I'm repeatedly told to create new accounts with new email addresses which does not work. I have created so many new accounts, merged so many IDs, and linked so many accounts. Absolutely nothing works. My husband and I have wasted upwards of 40 hours on this scam of a business. I can't wait to get off of FirstNet and back to a straightforward AT&T account. I will make sure to mention to anyone who brings up cell service to NEVER use FirstNet.