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Dannie5's profile

4 Messages

Sunday, August 6th, 2023 12:48 AM

Installation

We began our installation paying for fiber optics.  The tech showed up and said we can’t have it even though we had already paid for it. Then an att salesman walked into our house with no permission trying to sell us stuff we didn’t want. Then we had to move and they said we could t transfer service. It has to be a full installation with another fee!!! We set up an installation date over a week prior. They said the day of that they are too busy and can’t do it for another week. My partner and I both use our internet for work at home so we held off on our move having to pay a prorated fee to make sure we still had service. Then they make a new date on their own without even talking to us on a . Day we can’t even be there! Then when we call the loyalty department basically said eh too bad. We don’t guarantee installation dates. Why in the world would anyone want to do business with this company! I will be canceling my service and doing everything I can to get my money back. 

ACE - Expert

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26.7K Messages

4 months ago

Bear in mind that your final bill is NOT pro-rated so plan accordingly. 

Community Support

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224.8K Messages

4 months ago

Hi there, Dannie5. We understand that you have had a not-so-pleasant experience with AT&T. We do not like to hear that. We would like to see what we can do to convince you to stay, because we love our customers like you. 

 

Let's go ahead and move this conversation to a direct message. This way we can access your account and look to see what happened and how we can correct it. Be on the lookout for a chat notification in the upper right-hand portion of the page, next to the bell icon. Once you're there, we can continue this over the phone or in chat if you'd prefer. 

 

Looking forward to speaking with you soon. 

 

Matthew, AT&T Community Specialist

4 Messages

4 months ago

Your loyalty team told us they didn’t care if we cancelled our service. Verbatim.  She said that’s fine, just make sure you send us back the modem. Not an ounce of an attempt at customer retention.  After being on the phone for ALMOST TWOHOURS! Being passed from loyalty to tech to the “loyalty manager” who quote said “idk why your tech couldn’t make it, and I can’t find out, let me transfer you. yes, that sounds like att really values their customers. We were already told we couldn’t have installation now for over two weeks. And we both NEED our internet for our jobs. Not just to stream and play game.  Xfinity said they can install Monday. So unless you can come fix YOUR mistake, there’s nothing more to talk about. Matthew. Ive never felt so disrespected by a company as I did last night. 

(edited)

Former Employee

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21.4K Messages

4 months ago

Why have you already paid for unless you have no credit or poor credit which requires a credit management fee.

Your moving? Installation appointments are scheduled based upon availability, jobs ahead of you would not be bumped to move you up. Date/time are arrival windows… if any complications might require assistance from a different work group that often will be a different day as techs are not sitting in a dugout waiting to be called.

For ATT and other providers material and labor shortages have been ongoing since the pandemic began 1st quarter 2020. While things have improved, there are still shortages, especially techs who are working average 6 days a week 10 hour days, training and hiring bonus ($5k to $10k) with about 4 months of training before a new hire will start to have impact on workload.

There is the Where’s My Tech can use to find out if a tech has dispatched on your job or if status is pending. 
The earlier in the day have an appointment the better as jobs run long means latter jobs will be delayed or need to be rescheduled. 

Calls ins (sick day) or family emergency might result in some work not being completed. 
Example have 100 techs in a market scheduled at 4 jobs per tech for total 400 jobs that day. If 2 call in that is 8 jobs that do not have coverage. One solution would be to only take 3 jobs per tech meaning 100 jobs would need to have latter due date. There was a point in time when installs where (6) weeks out, call at Thanksgiving be installed by Super Bowl. 

Just my observations

4 Messages

4 months ago

1. You wildly misinterpreted my post.  So  seeing  your ignorance on this subject as a former employee that is  not surprising to me at all  I’m more surprised by your completely incoherent rambling nonsense. The already paid was us extending our rent past our lease so we could keep our internet at that location until the scheduled installation date that we had made over a week in advance. We both use our home internet for work. One of us being a DR. Who HAS to have access to medical records at any given time. Which is extremely difficult to do from a phone, and could potentially risk patients health. The apartments we rent at had us paying  a pro rated bill because our lease technically ended that ON TOP of us paying rent at our new place. So we were paying for two apartments waiting for the installation. So you seem to have a  gross misunderstanding of what was said. 
2. We got a call that day saying the tech was going to show between 2 and 4 pm. We waited until 5 before finally calling. After over an hour on hold and transfers we were told they just couldn’t make it today. No reason given. And then with 0 consent scheduled the next installation on a day neither of us had available another week later. When asked what we’d have to do then, they replied that we would have to wait ANOTHER week. So 3 weeks altogether just to have our service transferred 1 block away. 
3. we tried reaching out and finding a solution to benefit both parties in the best way possible and on that call it was literally 2 hours of them passing us from department to department to manager to manager with no explanation as to why they couldn’t make it and no reasonable solution. 

you can try and come in and be some ex employee shill, but all you have done is show your complete lack of understanding of a situation. Labor shortages and  call offs is not an excuse for canceling a service transfer that was scheduled well in advance. Everywhere has labor shortages right now. I haven’t gone to a subway and been told sorry I know you ordered online a week ago, but I’m short staffed. So no food for you. The techs (Edited per community guidelines) it up and do the overtime. I myself was and still am a technician. And I and my employees love the overtime pay. Not to mention the service transfer should’ve been no longer than a 30 min job max. Not to mention it’s the employers job to hire and train and be staffed for services they provide. If they can’t meet the promised appointments, that is their failure, not ours. And then to be rude on the phone and say if you don’t like what we offer just cancel. Ok. You got it! Called xfinity and they had our installation done TODAY!! It took them 1 day to have someone come out here. So you seem to have literally no understanding of this at all and your excuses are just that. Excuses. I pay for a service I expect it to be done. Xfinity delivered. Att dropped the ball. Not once but multiple times. And then did nothing but try and pass the buck. Well you lost our business for sure. And I’ll be tweeting to the heavens how well xfinity treated us and the situation. 

oh and my favorite part of your response is when you ignored that they sent an uninvited salesman INTO OUR HOME WITHOUT OUR CONSENT TO SELL US PHONES AND SECURITY SYSTEMS WE DIDNT ASK FOR!!!! Didn’t even knock. Just walked right in. You are all clown shoes. 

(edited)

ACE - Expert

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26.7K Messages

4 months ago

oh and my favorite part of your response is when you ignored that they sent an uninvited salesman INTO OUR HOME WITHOUT OUR CONSENT TO SELL US PHONES AND SECURITY SYSTEMS WE DIDNT ASK FOR!!!! Didn’t even knock. Just walked right in.

Seriously….you allowed an intruder to stay in your home long enough to try and sell you phones?

I’m just an old lady but I’d be showing them the door all the while screaming at the top of my lungs.

P.S.  I hope you’re not the “DR” as your bedside manner is sorely lacking.

(edited)

4 Messages

4 months ago

I’m not a Dr. I literally said I’m a technician. So way to read that Brenda. Also,  This isn’t a hospital and none of you are patients. Sooooo…… yeahhhhh. And again that’s the focus? Not the complete horrid lack of customer service? Neato 

(edited)

ACE - Expert

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26.7K Messages

4 months ago

I’m not a Dr. I literally said I’m a technician. So way to read that Brenda.

Yeah, there was a whole lot of word salad and I didn’t need the roughage.

This isn’t a hospital and none of you are patients.


Agreed.  We are customers JUST LIKE YOU.

And again that’s the focus? Not the complete horrid lack of customer service?

 All we can do is offer advice and guidance.  We have no control over customer service.

ACE - Expert

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33.5K Messages

4 months ago

@Dannie5  your original post was definitely unclear, i.e. there is no one (other than the one who wrote it) who is going to read your original post and take "already paid" to mean rent for your old apartment.  Your post is all over the place.  "Word salad" is a good description.  

Being abusive to people who are on this forum to try to assist people in working with AT&T and their products and services is not productive.  Your posts are right on the edge.  I understand that you've had some issues with AT&T and the way things have turned out for you, but that doesn't give you the right to hurl insults at former and never employees.

ACE - Expert

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26.7K Messages

4 months ago

@Dannie5   You have been offered a DM by @ATTHelp .  Did you receive said DM?

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