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EstuarialBeanBag41's profile

New Member

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1 Message

Tue, May 10, 2022 10:22 PM

Do AT&T technicians really exist?

I’ve had to reschedule my fiber setup time twice now (3 total appointments made total) because the technicians were a no show all 3 times, including today.

Customer support assured me each time that I called them that either 1) a technician was on the way and/or 2) they were “checking on the order” and “would get someone to that address asap”. I’m here to assure you that 1) nobody of any relevance to your situation is on the way, and/or 2) they will check on nothing and get nobody nowhere in any time frame at all, so don’t waste your time with them. 

my thoughts

Employee

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19.7K Messages

7 months ago

Yes they do… at stated goal of increasing fiber customer base 1 million per year while adding 3 million addresses available each year.

The 1 million would be an average of 3200 fiber installs every day, 6 days a week (Mon to Sat) 52 weeks per year. 

This does not include the hybrid copper FTTN installs, ADSL2+ installs or any repairs or cutover wiring requests performed each day.

With many techs working 6 days per week, 10 hour days, with normally expected to dispatch on 5 jobs per day (30 jobs per week per tech) there can be ongoing health and family issues any employer faces. I myself am currently on light duty (no dispatching, 20 lb weight limit for 6 weeks) after having a hernia operation. 

The completed rate is high overall but certain markets may have unusual circumstances including shortages of major equipment due to continuing global influence.

Just my thoughts…

JefferMC

ACE - Expert

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30.2K Messages

7 months ago

In addition to what my thoughts has shared, many installations are not ready to be completed even though they are scheduled.  Some amount of work may not yet be completed, even though the address shows as ready for install in the database.  The dispatcher or tech may realize this when they receive the job for installation and they put it on hold pending resolution of the issue.

New Member

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3 Messages

7 months ago

I have had the same experience. Phone calls and chat sessions are met with sarcastic and not helpful general statements while 'working on my issue'. A huge company with no accountability, ownership, honor, or integrity. I thought my current cable provider was bad and boy was I wrong. ATT is the absolute worst. The grass is not greener here.

ATTHelp

Community Support

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203.6K Messages

7 months ago

Let us provide you the service you deserve, @aaron1anderson!

 

As mentioned in the original post, are you needing assistance with an internet install? If so, we recommend that you contact our phone support team at 800.288.2020. They are the best team to assist with internet installs.

 

Thank you for choosing the AT&T Community Forums!

 

CalebP, AT&T Community Specialist 

New Member

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3 Messages

7 months ago

@ATTHelp I was stood up two days in a row for internet installations. No communication whatsoever, just didn't show up. I had to move appointments both days to be available for nothing. ATT does not respect customers time. 

I was outright lied to by a Raphael, a supervisor on duty, that my install would be completed on 5/11 by 6pm....Well, it didn't happen. I rescheduled my final appointment for Friday. If ATT is a no show, I will cancel and keep my current internet service provider.

New Member

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3 Messages

7 months ago

Coming back to echo the OP's comments. As expected, ATT is a no show for the third time in a row. I am canceling as you are the epitome of terrible.

New Member

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1 Message

6 months ago

Our installation has been rescheduled 4 times in 3 weeks. And every time I call and ask why they don’t have an answer. Everyone else in the neighborhood has fiber hooked up, so what is the problem?? ATT has not been helpful in any way AT ALL. All of the call center people who answer are so (Edited per community guidelines) rude and talk over you. It seems like everyone who works there hates their job. ATT must be a terrible company all the way around. 

(edited)

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