SR72's profile

New Member

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5 Messages

Sat, Jun 25, 2022 1:58 AM

Cut fiber line repair

I’m absolutely livid right now. A construction crew doing work in my neighborhood on the cable severed my ATT fiber line. They merely apologized and said I need to take it up with ATT. I’ve been on the phone with ATT customer service for literally 4 hours today trying to get someone to come to my house and fix my fiber. After speaking with 4 different customer service reps and their supervisors, best they can do is schedule me for the next time slot which is 3 days from today and elevate my ticket and hope someone on the schedule cancels so they can send a tech to my house before the scheduled repair. I work from home and now lost a day of work, and maybe more to come. I was very explicit that this is an emergency and not a minor inconvenience, but ATT customer service doesn’t seem to care, or I’d have my internet back already. It’s now been 10 hours since the line was severed and nobody on the phones seem to care so I’m giving this place a shot. 

my thoughts

Employee

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19.3K Messages

1分前

Residential service does not have a SLA, under current circumstances 3 days is actual quite good. After 2 heavy storms went they our area last week (Monday and Wednesday) I did my last storm related repairs yesterday (a Thursday a week later).

Limited staffing, fiber installs and normal installs plus repairs. Techs are working 6 days a week 9 to 10 hours per day minimum some have done (2) 12 hour days back to back. This is 5 to 6 jobs per day per tech. Once appointment filled moved to the next day to fill.

If you are wanting business type of service, treat yourself as a business and have a redundant internet provider. Pay (2) different providers monthly for residential service… or consider Dedicated Business Internet that has an SLA with plans starting at $550 per month for internet 10. Faster speeds available at higher prices.

3 days lost wages at say $250 per day is $750… a second internet provider would be less than $100 per month, unless something would happen to both at same time you should be good.

Saving gas money, commute time, eating at home inside of going out for lunch… spent some of the savings and get a backup internet of cable, hotspot wireless or even satellite internet.

Just my thoughts

New Member

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5 Messages

1分前

So what I’m reading is: “we don’t really back our product…but if you want us to, pay us more” is that right? Overall I’m happy with ATT fiber, been a customer for years. But the customer service through this ordeal has been abysmal. I’m willing to bet that if I was able to talk directly to the actual technical department I’d be fixed up that same day. Instead I had to wade thru 4 hours worth of guys at a call center reading a script only to get the same “too bad so sad” answer. A/C companies provide emergency repair service. So do the power companies, so do utilities, so do dentists. Heck, even some cable tv companies (who don’t have to, and for good reason) provide emergency repair service. So why doesn’t ATT fiber? Is it because I’m not paying enough? Was I not persistent enough w/ the local “tech support”? The construction co that cut the line said they’ll cover all repair costs if any. Should I have said “pretend there’s an SLA, charge them the $550, they’ll pay, but I need my service back today” How does that work?

(edited)

JefferMC

ACE - Expert

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29.3K Messages

1分前

The construction company who cut the cable should have reported the cut through the 811 channels that they should have use to locate the cable in the first place to prevent the issue.  Had they done so, a notification may have been sent and AT&T may have jumped on it more quickly.

New Member

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5 Messages

1分前

@JefferMC they did. Their supervisor was the one who told be that I was the one who needs to talk to ATT because they’ll need my acct number, etc. Is that true? Was that a way for these guys to pretty much skirt liability? I’m not sure what they did on their end. As I’m still sitting here without internet, maybe they did nothing?

JefferMC

ACE - Expert

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29.3K Messages

1分前

A contractor in the business of digging is obligated to use 811 and to report any inadvertent breaks.  I lost service when the sewer lines were being replaced... I didn't know that the instant the service went out, but while I was on hold to report it, I went out back and found out first hand what had happened.  The sewer construction crew had already called it in.  They had narrowly missed a couple of other lines, but not the AT&T one.

I would also do what you did, to be sure it was reported (and I didn't hang up on that call until I had reported it).  But I would also try to identify the company who did the cut, because they are financially responsible to AT&T for the cost of repairing the damage they caused.  Just in case someone decides that you caused the damage.  The next day an insurance adjuster asked me what had happened back there and I was able to tell him (although I didn't know the name of the contractor, I did know who they were working for).

New Member

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5 Messages

1分前

It’s now day 4 of no internet. The tech was supposed to be here between 8-12. At 11:30 I get a call saying he’s going to be late but will be here. An hour later I get a call from another tech saying my ticket was transferred to him and should be here shortly. So much for the “emergency priority” customer service told me I had for getting my internet back up. What would be a reasonable recourse for this nightmare? 

browndk26

ACE - Professor

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4.7K Messages

1分前

No such thing as emergency priority for residential service. First techs job took longer than expected. Transferred to another tech not currently on a job. Be thankful you didn’t get moved to tomorrow. Get a back up connection if you cannot survive without internet. 

New Member

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5 Messages

1分前

So customer service lied to me. All of them have told be both on the phone and online that “my ticket has been flagged as a priority ticket due to your emergency”. When I asked to clarify what that means I was told “you’re at the top of the queue for your scheduled day, but if there’s a cancellation or the like, your ticket gets priority”. Clearly that was (Edited per community guidelines) as a tech was not at my house at 8am this morning, and my ticket changed hands when the window expired. My problem is not with the techs, it’s with AT&T not standing behind their product and customer service lying to me. Fact remains: I didn’t cause this problem (otherwise I’d own it and move on), I lost out on work, and apparently I’m being lied to by their reps. What’s the recourse? Give them more money? I’m positive I’m not the only one who had this happen. They need to make it right, not put this whole thing on me

(edited)

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