Home Phone Problems Saga

My parents have been with ATT and DirecTV for many years. Mom was unhappy with the internet speeds and Dad was unhappy with the bills. So they decided to switch to Xfinity - which I had advised against - and it was a HUGE DEBACLE. So they come back to tried and true.

Internet is still slow, but that and the TV are working.

The phone has been the bane of my existence. The phone (Dad put them on voip instead of analog - which they did not want) was supposed to be activated Aug 19. The activation did not complete. I spent about 6 hours (between 2 days, because a person can only take so much) on the phone with ATT to try and find out what needed to be done to fix. After a few hours, some arguments and many transfers I finally get someone who puts in a manual activation. This completes on Aug 22 and the phone is now working!

Then I try to upgrade the internet. Every time I try to upgrade, I am told we have a pending activation and we can't upgrade. Frustrating, but at least everything is working.

Sept 2, I online chat with Mia, who was very pleasant and she sets us up to have our internet upgraded on the 4th! (Unbeknownst to me, she meant OCTOBER 4th) I was so excited. The 4th arrives....and now the phone is not working....and no one comes to upgrade the internet because we are still in September. So, since I am still recovering from all the prior times speaking with ATT, my father calls them. He gets the internet set up for the 5th (again, strange since that is Labor Day) and someone to come fix the phone on the 7th between 4pm-8pm. When I check the email confirmation....yes, the 5th of OCTOBER.

So the 7th comes, Dad gets a text from the tech they are on their way and will be here between 4:15-4:30pm. Fantastic! Then, about an hour later he gets a text they were sorry "we" missed the appointment. Both of my parents were home...not sure how "they" missed anyone. SO Dad calls to find out what's going on. We get Matt in service. Matt tells me, our phone was cancelled on Sept 2. My suspicions are Mia was not as helpful as she seemed. Matt advises me the Sales and Ordering dept will help, easy fix and he is going to transfer me - but he stays on the line until he reaches someone! That's service! 

Unfortunately, the Sales and Ordering department is having issues with their system, which they expect to be resolved in an hour, so Matt gives me their direct line to call back to. I wait a couple of hours because a girl needs to eat, and I call and get Cathy (maybe it's Kathy, or Kathie, idk). She really tried. She got her manager and a whole team involved to try to get that phone back on our account, with no success. They collectively decided since we still had an outstanding order for our internet to be upgraded, maybe perhaps if they cancel that order - they can get the phone back. We go for it, hold our breath and cross our fingers...to no avail. So she escalates and that tech team is going to call us within the next 24-48 hours to schedule assistance.

The next day we get a call, Dad gets it scheduled. It's again, scheduled for OCTOBER. So I chat with Arlin, I just don't trust myself with actual words and figure I can erase anything nasty I might type, I can't take back speech. Arlin gives me GREAT NEWS! They can have someone out to us tomorrow! (9th - which is today) and they will call us to schedule the time. They call Dad and tell him between 8am-10am. 

It is now, 11:49am - no tech in sight. No communication on the part of ATT. I'm really at a loss. I chatted with Emma close to 11am - and she assured me she was escalating and someone would call.

Still no call.....