gcotter's profile
gcotter
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New Member

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25 Messages

Wed, Jun 22, 2022 4:24 AM

Can't call AT&T customer service

My landline phone-service was down all last week -- I submitted a trouble ticket.  Then my phone worked for less 2 days.  Now my phone-service is down -- I re-activated the first trouble ticket -- and it's been down for 3 days.

AT&T NEVER contacted me (either in-person or via email).

I've chatted (using my PC) with customer dis-service agent but she said I need to CALL an 800# and speak to the landline team.

I told her I can't call because a) my phone-service is down, b) I don't have a telephone with a different number, and c) I don't have a cellphone.

I told the agent agent I can communicate via e-mail.

The agent said they don't "do" emails and I must call the 800#.

Basically "What we have here is AT&T failure to communicate" with its customers.

Does any one know how I can email the landline team (or anyone else that can help me?)

Constructive

Employee

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28.6K Messages

2分前

AT&T doesn’t do support via email. 

gcotter

New Member

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25 Messages

2分前

I get that but how do I get my phone-problem fixed and service restored?

I expect a crystal-clear, non-buzzing, non-snapping, non-crackling, non-popping, non-humming phone that works!

spoom2

ACE - Master

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16K Messages

2分前

What's the status of the trouble ticket tell you? You don't have a friend or neighbor you can go to and call in as the chat rep told you to do?

gcotter

New Member

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25 Messages

2分前

Trouble Report Submit Confirmation

  • Type of Problem:

    Noise/static on Line

  • Service Restore Time:

    10:00 PM Wednesday, June 22

  • Trouble Report History:

    07:38 PM Monday, June 20, 2022 Undergoing Testing



    "07:38 PM Monday" is the instant I submitted the Trouble Ticket; "Undergoing Testing" is a canned response".


    No one has come out to check the line, contacted me by email (it's contained in the Trouble Report) or notified me that the problem has been resolved (it hasn't).

    It's AT&T's lack of communication -- especially since it's supposed to be a communication company -- that irks me the most.
spoom2

ACE - Master

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16K Messages

2分前

OK, so you're just venting. This is a customer based forum, not AT&T support, so not sure what you need us to do.  Your report says it's to be repaired today. As far as status updates have there been any? They will not email you which you've been informed of several times. Also you may not see a tech if the trouble is outside away from your home. 

(edited)

ACE - Expert

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22.7K Messages

2分前

Back in the day....before the Internet....before cellphones...before email (I'm old), if our HOME PHONE went out, we'd go to the neighbors house to call the phone company.

It's sad that that appears to no longer be an option.  :-(

gcotter

New Member

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25 Messages

2分前

spoom2
Yes, I'm venting because AT&T doesn't offer its customers any other (available) option to contact it. 
After I submitted the original trouble ticket for the same problem and was allegedly fixed, it came back 2 days later.
ATTHelp

Community Support

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195K Messages

2分前

Please accept our apologies for your service loss and your experience with Customer Support, gcotter!

 

If your service isn't restored by the time listed on the trouble report confirmation, just let us know, and we'll email the Landline team for you and see what we can find out.

 

We'll be awaiting your update!

 

Aminah, AT&T Community Specialist

gcotter

New Member

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25 Messages

2分前

My brother just came over and we called the 800# number.

The agent ensured me that a repair guy would be out to work on the box today and the problem will be fixed by the promised "restoral" time of 10 pm tonight.

The agent also said the repair guy will knock on my door or call me once my service has been restored.

ATTHelp

Community Support

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195K Messages

2分前

Thank you for that information, @gcotter!

 

Feel free to reach back out to us if your service is not restored by the current estimated repair time. That way we can send an email over to our Landline team to see what needs to be done.

 

Don't hesitate to reach back out if you have any other questions or concerns!

 

CalebP, AT&T Community Specialist 

gcotter

New Member

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25 Messages

2分前

The AT&T repair guy came out early WEDNESDAY afternoon.

He checked out the inside phone jack (it was OK) and the outside junction box (it was OK).

He said the problem is with the cables between the pedestal box (near my garage) and the vault 1/2 mile away!@

He said he was NOT qualified to do that kind of repair so, at 3:15 pm on WEDNESDAY afternoon, he called for another technician (the Trouble Ticket says "Pending Technician Dispatch).

He said, due to seriousness of the issue, the technician would come out tomorrow (THURSDAY) -- AFTER the promised "restroral" time of 10 pm WEDNESDAY).

ATTHelp

Community Support

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195K Messages

2分前

Thank you for the update on you situation, @gcotter!

 

We will be here for you if you are needing us after the technician comes out. As long as the ticket shows pending, that means we are working on a resolution for you.

 

Don't hesitate to reach back out if you have any questions in the meantime!

 

CalebP, AT&T Community Specialist

gcotter

New Member

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25 Messages

2分前

A different repair tech came out mid-morning.

He asked my how long my phone service has been out -- ATT&T already knows.

I told him I had no phone-service all of last week, I had phone-service on Sunday, and I have had no phone-service since Monday.

He just nodded his head and told be he was going to be working on my line.

For the next almost 3 hours, my phone-line was dead (no buzzing, popping, clicking)

I then tried my phone again and the phone-service has been restored.

The repair guy then told me he had "TEMPORARILY" fixed the issue -- it was a bad cable.  He said that someone would be out NEXT WEEK to replace the cable.

BTW: The Trouble Report now says "

We were unable to meet our previously scheduled service appointment time for 951-785-0117.

In the event of a missed appointment, you will be given the next available appointment time if no update is made.

gcotter

New Member

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25 Messages

2分前

The buzzing, snap-crackle-and-popping, humming and silence RETURNED on Thursday evening.  So much for AT&T's "TEMPORARY" fix.

gcotter

New Member

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25 Messages

2分前

Can't reactivate previous trouble tickets
Can't access previous trouble ticket

Can't create a new trouble ticket
Can't telephone 800# (no phone service; no cellphone; no other telephone number)

I can send and receive e-mails

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