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Why is AT&T Helpless in Helping Their Customers
On February 7th, my service was interrupted shortly before noon due to a landscaping (Wise Landscaping) employee, contracted by my HOA, cutting tree roots, several other wires, one of which was my fiber optic internet wire outside of my property fence. AT&T had a technician assess the damage on Wednesday, February 8th and a repair order was placed for my service to be repaired and restored. I have since been given misinformation several times on the status of my repair service for the last 30 days.
February 10th, I was informed by a technical support person named Chad that the wire would be buried on or about Feb 23rd. Chad graciously asked that buried wire service expedite my repair and restoration. He also gave me a work order number, 20332581, as well as the buried wire service number, 1 (800) 924-9420, option 2. The buried wire service has not been a great source of information to me as a consumer and from what I understand is now a contracted service for AT&T.
On February 20th, I called and spoke with Brandy to ensure that I had the best discounts in place for when my service was restored for my home phone, internet, and cable package.
On February 24, I spoke with a couple of people before I landed with Erica, also in technical support, and was told that my ticket was not completed and that they would try to have someone bury the wire on Monday, February 27, per what she was being told by the bury wire service team. I asked Erica what could AT&T do to help restore my service until the repair was complete and she recommended that I purchase a data plan and "borrow", for two weeks, a hotspot until my service was fully restored. At the time, I thought I had more time and data on my mobile hotspot before my data would throttle through my mobile carrier, Verizon, and so I declined her offer.
On Saturday, February 25th, I woke up to a warning that my high-speed data would be throttled by Verizon, my mobile phone carrier. I called AT&T customer service, spoke with several AT&T employees and asked if I could secure a hotspot through AT&T and was repeatedly told that they do not offer such a service and that they could not assist. At one point though, one of their employees, abroad, did try to sell me into their mobile cell service while I waited to speak with someone who could give me better information on my service repair.
On February 27th, I canceled by my U-verse cable service after discovering that my new discounts (not as nice as my previous discounts) caused my bill to increase substantially and switched to DirectTV Streaming. I retained my home phone and internet service without any changes to my current plan. I was informed during that call that a repairman would be at my home to connect my internet service and the wire had been buried. The repairman did show up, during a Tornado warning in our area, but the service could not be restored because the wire had not been buried to complete the installation.
On February 29th, I was informed, by Cindy, that someone would be out to bury the wire on March 6.
On Sunday, March 5th, I received a text that said, "Hi, it's AT&T. We’re sorry it’s taking so long to fix your service. We’ll call you w/in 7 days with an update. Thanks for your patience. Status: att.com/support and sign in." When you sign in, there is nothing that shows the status of my work order.
On March 9th, I was contacted by Maria, I am not sure if she works for the contracted buried wire service or for AT&T, who said she had received an email that my service was not installed. I told her what I had experienced, she said that someone had been to my home to complete the installation on the 8th of March but no one was home for them to perform the installation. I was here all day, in fact, I have not left my home since 2PM on March 6th. She promised someone would be at my home between 7:30 and 8 AM to complete my service, on March 10th.
On March 10th, I contacted Maria shortly before 9 AM to ensure someone was coming. Maria called back to say someone was on their way and someone did arrive around 10 AM. He was a very shy non-English speaking gentlemen that could not articulate the issue. He called his supervisor, Eric, who informed me that they did not know that I had a driveway and that a driveway push was needed to install the new connection. The driveway push information was in the original work order placed on February 8th and recited to me on February 27th by Erica too. The driveway push should have been the first step in the restoration of my service. But back to today’s supervisor, Eric, continued to ask me several technical questions about the status of the installation that I have no idea how an average consumer would even begin to know instead of asking his employee that was here to do the connection.
On March 11th, the workers were here for about 5 hours burying the line. While they were here, my neighbor said they took out her service.
Today, March 13th, I called to see when my service would be restored by an AT&T technician. Because I have two neighbors out now too, I have to wait for someone to contact me. Now we are at 34 days without service for me, 2 for them, but I have to wait and happily pay my bill.
This is a huge inconvenience.
All along, I have been informed that I will continue to be billed and that when my service is restored, I will be prorated a refund for my time without service. A partial credit was already provided by the person who I spoke with on February 27th because he thought the issue would be resolved, but it has NOT with no end in sight.
As I said to one of the representatives on February 25th, AT&T is a communications company, why is it that they cannot communicate and advise me on the status of my order?
It has been a collection of falsified details provided to me on the status of my service. I now have open claims with the FCC and the Attorney General's office. I need answers.
Why is AT&T using contractors that would cause their customers to go without service for this long?
No Responses!