AT&T Community Forums

They're not here, they're not coming

I could dump a wall of text detailing dates and names of ATT personnel I’ve dealt with over the past month. It would accomplish nothing but elevating your blood pressure. Almost everyone I have dealt with has been kind and professional. And I’ve treated almost everyone with the utmost respect.

This is the underlying problem: ATT does not have a customer advocate who will work with you to get to the bottom of the problem. Every phone call (in my case) ends with the same resolution: we’ll have someone come out tomorrow between 9 and 11. They don’t show up, and I have no way of re-engaging the ATT rep. Once you hang up the phone the machine has spit you out.

Somewhere down in the bowels there’s an explanation and a mundane solution. Some reps are very sympathetic; some reps just want to do their job. Sometimes I get to the Supervisor; once I even achieved Escalation status. The end result is the same. They’re not here, they’re not coming.

Responses

rdljr

Guru

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921 Messages

9 years ago

Send a PM to @ATTU-verseCare . They will stay with your problem until the very end. I would know because I have gotten the very best help from David T

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ATTU-verseCare

Community Support

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6.7K Messages

9 years ago

Hello IWantToBelieve,

I'm sorry about the delay you are experiencing to complete your installation. We received your private message and I will be helping you research the situation and ensure the installation gets completed. Please check your private messages so we can gather additional details to help you.

SadathCS
ATTU-verseCare

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IWantToBelieve

Contributor

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2 Messages

9 years ago

Thank you @ATTU-verseCare for responding to me quickly and sincerely trying to get to the bottom of this.

I believe I stumbled onto the cure last night while scheduling my 4th visit in as many days. The tech insisted that everything looked fine from her end. The signal was present and that I should be able to connect to the service. What she couldn't see were all the CAT5 wires dangling from my walls and the pile of uverse hardware in the corner.

I'm assuming that the installation Dispatch team sees the same working system each morning so I promptly disconnected the incoming line from the modem and powered down everything. First thing this morning I got a call: "we see you are scheduled for installation.....". And they showed up!

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