Tutor
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5 Messages
How can I escalate fiber install issue ?
I signed up for the Gigapower package over a month ago, but after three technicians visits and more than 5 hours of conversations with them and AT&T customer Support, am still unable to get a fiber optic line installed from the street to my house.
The first technician simply replaced my modem with the same model, telling me I should be up and running within 5 minutes. When he left without checking speeds, I texted him that I was still at 45mb, to which he replied that it was because I didn't have the right drivers or I was using Wi-Fi , which could only give me this speed.
After calling Customer Support again a second tech visited me who was actually knowledgeable. Unfortunately he found the ticket he was provided only spoke of my having copper wires and that a new installation order needed to be done to get the work done on a return visit. We spent three hours on the phone with various ATT Customer Support reps who either didn't know how to correct the ticket, didn't know where to transfer him to get it corrected or understand what basic terms like "fiber to prem" mean, to understand what needed to be done to correct the situation.
I then called a third time on the following Monday resulting in yet another technician with whom I shared another meaningful hour and a half talking to customer service reps who transferred us around to various departments including one that told us that they wouldn't speak to us, as he had called in on his phone line as a technician rather than my having called using my phone.
I was once again told by this technician to wait several days and call one more time to customer support who would surely have the ticket straightened out so the install could be finished.
As nothing has happened, I called in today to customer service to be told by one more unhelpful rep that I should call back on Monday when all would be fixed and they could schedule a fourth visit by a technician to complete the job and not to worry as it would surely be done correctly this time.
When I explained that no longer believed them and wish to speak to a manager, she informed me that all managers were in an urgent meeting at this time and none would be available to talk to me, but not to worry because ...
What I can't understand is why no escalation process exists, why no one follows up when technicians note that they've failed to complete their task and why no one in this company seems to care that a customer keeps being billed as a Gigapower customer while still having the same old 45mb service.
I've tried calling the manger of the technicians to explain the situation but find that they never call back as well. The techs themselves tell me they have no idea why things are screwed up and can't tell me how I can resolve this other than to call Customer Service yet once again, where someone from the Philipines assures me everything will be ok when the next tech arrives.
There seems to be no connection between the different parts of ATT's workflow with each area simply pushing their buttons and no overarching process to see that the customer's order was actually fulfilled.
Frustrating !!!
ATTHelp
Community Support
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214.9K Messages
6 years ago
Greetings @ntuple.
We do not like to hear about a dissatisfactory experience about the installation of you Gigapower service. We want it to be a seamless install and providing the speed you want.
I would like to address your concerns. Please send a message to @ATTCares, and include your account information, a good contact number, and the best date/time to reach you, including your time zone.
Thank you for reaching out to the Community Forums. I wish you a great weekend!
Richard, AT&T Community Specialist
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ntuple
Tutor
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5 Messages
6 years ago
Thanks I've DM'd you the information.
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ATTHelp
Community Support
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214.9K Messages
6 years ago
Thank you for private messaging us your account info and contact #. We are in the process of reviewing your issue and determining the best course of action to get your service upgraded as you requested. We will be reaching back out to you soon once we have had a chance to look at your issue in more detail. Thank you for your patience.
Sincerely,
-AT&T Community Specialist
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lawrence0921
Associated Member
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68 Messages
6 years ago
Hi,
I am so sorry that you have to go through all this.
First I want to know if you’re getting the right speed for your plan. Please visit att.net/speedtiers to verify the minimum acceptable speed for your plan. If the speed is lower than the acceptable, then this is a technical issue.
If, however, your speed is within limit, but you require faster speed, I suggest you call AT&T sales to upgrade your plan.
One of the techs mentioned you are on copper wiring. Since your service is Gigapower, I’m assuming you have FTTN transport type whereby the fiber terminates on the DSLAM then copper to your premise. There is a certain speed limit for this transport type. To get the full benefits of AT&T Fiber, your transport type should be FTTP or FTTB-C or FTTB-F. The Sales team should be able to determine if your address is eligible for such transport types. If so, an installation order is required.
Note that even if a transport type is available, the ordering system used by Sales is only limited to selecting the “priority” transport type (for reasons I cannot disclose). But there is a way to override this. If, for example, you currently have FTTN (and FTTP is available but is not the priority transport), please advise the Sales team to contact/chat the FACT and the OMC groups. If they can’t, advise the Sales rep to contact the Technical Support group.
Feel free to message me for more info.
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ntuple
Tutor
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5 Messages
6 years ago
Hi Lawrence,
I'm afraid you don't get the problem. The issue here is that your process is broken and communicating to Sales what needs to technically happen isn't being accomplished by me or two of your technicians over two separate visits. I've literally spent 4 hours with them trying to do just that to all of our frustration.
Notes from Jakob and the other tech are in the ticket explaining what they tried to do but someone in the company needs to translate this to create the right workflow.
As I've invested all this time in resolving this issue, I now need someone at AT&T to own this problem and communicate between what the Sales team knows how to do and what the technicians need on the ticket. If someone knowledgeable like you were on the call, I'm sure this could be resolved very quickly but simply going through the front door is a waste of time and not going to produce a solution.
As you mention these items I want to be clear - this is not a speed issue (e.g. I'm getting 700k rather than 1GB) or a sales question of what I ordered (1GB as clearly shown in my profile) but rather a failure to complete the installation as the Sales people are unable to understand what needs to be done technically and the technical people are unable to reach whomever in Sales can create a ticket to do the installation of a fiber optic cable from the the street to the house, knowing I'm already an existing Uverse customer with copper wiring.
Going back to the topic of this thread, how can I escalate this issue to a level where someone at AT&T rather than me, can take ownership of the problem and coordinate the solution inside the company rather than expecting me to do it from the outside, which clearly isn't working ?
Thanks for your help.
Raj
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ntuple
Tutor
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5 Messages
5 years ago
Hello can I get an update on this issue and an ETA on when it will be resolved.
As Fiber has been laid to my front yard, it should only be a matter of creating a new ticket to have a technician come out and thread fiber from the box in the street to the house.
As I've received my second bill listing me as a Fiber customer with 1GB service on paper, what exactly is required to make it a reality ?
thanks
Raj
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ntuple
Tutor
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5 Messages
5 years ago
I contacted Customer Support for the 6th time and told them what you had suggested: "advise the Sales team to contact/chat the FACT and the OMC groups. If they can’t, advise the Sales rep to contact the Technical Support group."
They said they didn't know what those teams were and had no ability to contact other groups in AT&T, but could once again setup a technician's visit who would definitely install fiber to the house this time. That technician came and told me that again that there was no way he could do it with the ticket as it was written, but gave me a "private" number to call and ask for a new installation ticket.
They agreed that a fiber install was definitely what was needed to be done and setup an appointment that evening for technician #7. This time the tech didn't even bother coming and told me the only solution was for me to cancel my AT&T account and come back as a new customer. I asked about my existing services and he said that yes they would all be lost and I would need to be without Internet service for a while until the new order went through but that was the only way I could actually get the GigaPower service I've been paying for the last two months, yet have not received.
The Customer Service line is staffed by a third party that has no connection with the installation group, which itself has no incentive to provide customer satisfaction, even at the managerial level for whom I've left a voicemail with no response.
After spending 6 hours of my time calling Customer Support and staying home from work numerous times for the technicians visit, I agree with this last tech that cancelling the service is the right course but not that signing back up with AT&T is the solution.
It's clear that despite your slogan AT&T does not care.
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Luluhuney
Tutor
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1 Message
5 years ago
Hi same thing happen to me but what I did is after the tec spend 2 days back and forth before the installation is done I kicked him out and I told him I Don't need the service no more
They have been promising for 2 month every week I wait and wait
No calls from the tec saying he is late or be is in another job.
I did what I have to do finally
And kept my cable company and screw att.
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jlange
Contributor
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1 Message
5 years ago
You aren't the only one having issues. I have taken off from work three times when a tech was supposed to arrive. The first time someone showed up but said they would have to run a cable and they would get it taken care of. Two weeks later nothing so I speak with someone from ATT and they say it is all sorted out and a tech will arrive the following week. That date came and went, I took off work losing time and money, and not a single call/text/checkup. I try to escalate it further and find out that I have to call the "cable dig" line. They promise to have someone out to survey the following day and low and behold no one shows up. So the way I see it, I've lost 12 hours of vacation time waiting on this company to receive absolutely nothing in return. Of course they are all too happy to start charging me for a service that I don't have as my bill sure jumped up $60 and I'm supposed to return my equipment from my old 18 meg service that I'm still using since, you know, I don't have anything else here. I'll be cutting all ties including the family cell phone plan and uverse and I will switch to spectrum. I am advising all friends and family to do the same.
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