New Member
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10 Messages
Is there an email address, since no one in the chat wants to help me?
My landline phone stopped working 3 weeks ago. I have tried several times to submit a repair ticket on the repair page, but every single time, after I put in my phone number and zip code, I just get a forbidden access error page. So I chatted with a support agent who said she'd send a tech over the next day, but no one came. I chatted with another agent who said she'd get back to me, then two days later closed the chat without ever replying. I reached out for help here in the community, and someone set up another appointment for me. 4 days before the scheduled appointment, a tech showed up (I was grateful because I live with my elderly mother who has medical issues, so we NEED access to a phone... And we don't have cell phones). He determined that the problem was some old messed up wiring in my house, but said he didn't have the tools to fix it, and reassured me that when the guy came on my scheduled appointment day, he'd be able to fix it. On that day, no one showed up, and I found out that they had cancelled it without my knowledge or consent, because someone came early on a different day without letting me know, so I wasn't there to answer the door. I explained the situation to the support agent, who said she'd help me set up a new appointment, but then the next day said she couldn't make a new appointment for me "until I called the landline team at this number". By this point I was extremely frustrated and getting desperate, so I reminded her that I do not have access to a phone, that I only have the internet as a means of communication right now, and asked if there was an email address or something else to set up an appointment that way instead? But two days later, the only reply I got was "this chat has been closed".
I am beyond angry with AT&T now and their terrible customer service. I would consider cancelling my service with them after all of this, but my mother has had this account since 1980 and is afraid to get rid of it. This is not the first time my phone line has gone down over the years, but I have NEVER had so much trouble getting a tech to come over and fix it before, so I really don't understand why it's so difficult now.
PLEASE, I'm begging any employee out there who might be reading this, is there ANY possible way to schedule a technician to come help us WITHOUT having to call??? Is there a more helpful chat, or an email address I can contact them directly from??? All I need is someone to come fix the wiring. Please. I literally do not have any way to call that number. This is the only way I can reach out for help, and I'm at my wit's end.
Constructive
Former Employee
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31.4K Messages
4 months ago
at&t doesnt do support via email, you will need to find a phone to call, neighbor, relative etc no one here can schedule you an appointment as this is a customer populated forum
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dexluv
New Member
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10 Messages
4 months ago
Thank you for your reply. Just out of curiosity, why was I privately messaged and told I could be helped before, then? Was that a special case? I'm just trying to understand this whole situation because I've now had 7 separate employees over the past 3 weeks tell me they could help me (4 of whom contacted me via DM through a post I previously made in this forum), but now you're telling me that's not something that you do. Why did they offer to help me in the first place if they knew they weren't able to? I don't understand.
I also do not have any friends or relatives that live near me, and my neighbors are sketchy people that I don't feel comfortable talking to, let alone asking them for favors. If I had access to another phone, I would have used it 3 weeks ago.
Well then, I suppose I just won't ever get my phone fixed. I will hereby refuse to pay my bill, as I am not paying for a service I'm not receiving, and I will have to write a formal complaint to corporate about this situation. I swear if my mother dies from another heart attack because I can't call 911, I will be seeking legal action. As someone who has spent most of my life working in customer service, I absolutely HATE that this company has made me become one of "those" customers, but this is ridiculous. I just don't understand this situation at all and it really frustrates me.
Btw, Constructive, my anger isn't directed at you, I know it's not your fault. I'm just really upset by the way this has all been poorly handled. Thank you for taking the time to reply to my post.
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sandblaster
ACE - Expert
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63.9K Messages
4 months ago
There is a small team here called ATTHelp. They sometimes offer to help customers via direct message. Why they couldn’t help you, I have no idea. Not paying your bill is not a good idea, that will only result in your internet service being shut off too, presuming ATT is your internet service provider. Your best chance to get the help you need is to escalate to corporate by filing an FCC or BBB complaint. The complaint will result in someone from corporate contacting you but you need to ensure you give them a viable way to contact you. Also, if your problem really is internal wiring, you should be able to connect a phone at the external phone interface box where phone wires come into your home. If your service is working up to that interface device, then your phone line is not out. That also means you don’t need ATT to fix. Internal wiring is the customer’s responsibility and any electrician can handle that, it doesn’t have to be ATT.
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dexluv
New Member
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10 Messages
4 months ago
I never thought about calling another electrician, I've only ever had an AT&T tech come for these kinds of problems, so I just assumed they were the only ones who could! I'll have to see if I can find a cheap one (AT&T techs are free, outside electricians are not) Thank you so much, I'll give that a try!
And don't worry, I'm already working on drafting letters to corporate and the BBB. As for internet, I get that through someone else, so I'm not worried.
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sandblaster
ACE - Expert
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63.9K Messages
4 months ago
No need to send a letter to the BBB, you can file a complaint online.
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DD47
New Member
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4 Messages
3 months ago
Yea email is Fcc.gov report att for violation of your contract as it states 24/7 fraud ,security, support,ect.. it's a lie 100% false advertising. fcc doesn't take crap . I reported my signal an data wouldn't work as I was promised an I pay for . With in hours the CEO OF ATT called me sent me a brand new free on att note 21 worked great till there no training so called IT dept reset some crap after I told them I'm IT TRAINED AN IT WOULD reconfigure my settings for internet data signal crap. They didn't listen now it's same no data full bars an won't open google . And it has to be fixed with there system can't do on my own so I'm reporting again to fcc
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