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.