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STLunhappy's profile

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1 Message

Friday, October 10th, 2014 1:36 AM

"Major outages" in st.louis

What is unreasonable amount of time for a customer paying over $150 a month to have no internet, phone, and TV? I think a week is UNACCEPTABLE.

Since last Friday dealing with interruption of service, reported on Sunday night. Told it could be inside the house possible fee of $100. Appointment 4-8 pm Monday.

Take off work, NO SHOW. No call, no text, no email to tell me they were not comming. Odd as AT&T is in the communication business and most of this could have been automated to keep customer informed.

Chat with Rep for 30 mins - told ticket on "hold", why? "issue is at pole", "major outage"
Called 800 Marc 45 mins (twice) He knew even less. BUT told me dispatcher would call me to rescheudle as soon as equipment was repaired as they would still need access to my house BUT told it was an issue at the pole box. WHICH IS IT? He did over to elevate ticket to supervisor.
Supervisor called at 10pm---phone working now - told me nothing more. I should receive call to rescheudle.

Tues- Wed - Thurs -ABSOLUTLY NOTHING


Thursday night - still issues no service AGAIN
Called talked to supervisor - "Outage in area" ---no kidding, When fixing? "Could take up to a week" Really it has been a week tomorrow. "they may be waiting on a part to be shipped in" Really, you can get anything shipped in a day pretty much any where in the world.

Your customer service team are not equiped to have access to or are communicating with the technical side of business. Sounds like they make things up and message is conflicing with other reps. They provide NO helpful.

It is also amazing to me they you don't know how many people are affected by the outage. With technology, you should be able to ping each customer. The power company knows the number of home with electric. How are you unaware.

I just want my service to work. I have paid for it, I need it to do my job and I derserve it to enjoy my down time.
Someone tell me why for almost a week U-verse can't fix the issue and give me a status report?

My contract is up in March. I already canceled my HBO, Cinemax and more just this eveing in protest of the terrible customer service.

I go back to my question, what is reasonable for the customer to have to deal with realted to an outage???? 24 hours...i get that....but not a week.

ACE - Expert

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35.1K Messages

10 years ago

You should get credit for every day you're out of service, last time I asked they gave me $5/day/service.  I don't think they'll issue more than one month's bill in credit, but 7 x 3 x $5 would be where I would start asking.

I would suggest you start working with the U-verse escalation group.  Please click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your issues. You can expect a reply via return PM (the blue envelope envelope in the upper right hand corner of this site, next to your name and avatar) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

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