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Carjule's profile

Contributor

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1 Message

Tuesday, March 27th, 2018 2:13 AM

Customer service and install issues

I ordered services for my new house on Feb. 28th 2018 and schedule my install for March 17th. I get my confirmation email. 2 days later I get an email from ATT (no call or anything) rescheduling me for Monday March 19th. I call the number because I’m not available. I had to call 3 times because no one could help me no one would connect me with a supervisor and no one could explain to me why it’s was changed. I was told there were no saturdays available at all but I could call back every day to get one. So I reschedule for April 6th and planned to call and get a Saturday. I call a few days later and get an appointment on March 24th a Saturday. On Saturday March 17th I get an email and text confirming my appointment on March 19th. I call the number given if there’s an issue. I call and the woman tells me no I don’t have an appointment on March 19th, there won’t be anyone dispatched on the 19th because my appointment is March 24th. I get a call and a text on March 19th from an ATT guy ready to do installation at my house on the 19th (which had already been rescheduled twice and wasn’t even in the system according to the last person I spoke to). He gives me a different number to call to verify my appointment on the 24th. I call the number the woman tells me that I do still have an appointment on March 24th. Friday the 23rd rolls around and I haven’t gotten a text or email confirming that someone is being dispatched to my house so I call the number again. A man tells me my account is on hold and my appointment on the 24th was canceled. I didn’t cancel anything. He can’t tell me why it was canceled. I hadn’t gotten an email or call about the cancelation. He tries to get me another appointment for the 24th but there is nothing available. He says he can get me one on Saturday April 14th. I agree. I get an email confirmation for the 14th. On March 24th I get an email and text confirming my appointment and that someone will be dispatched to my property on Monday March 26th. So I call again. They tell me there is no appointment in the system for March 26th and they aren’t sure why I got the email but assured me I had nothing to worry about as there wouldn’t be anyone dispatched and that my appointment still stands on April 14th. At 2:45am in March 26th I receive an email stating that my order and account have been canceled. No reason or anything. No one can help me or tell me why this is happening. I changed my move in date 4 times because I need WiFi. I’m beyond frustrated and feel so helpless. No one can help me. I’m trying to give ATT more of my money given that I’ve been a loyal customer for quite a while but they’re making it beyond difficult. Please someone help me. I just want my service installed and then I’ll never bother anyone again. I shouldn’t have to beg to give someone my money. Mind you I write this as I sit on hold waiting for an hour to talk to a supervisor that I don’t even think exists. 

Community Support

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232.3K Messages

6 years ago

Hello @Carjule,


I regret the scheduling issues you’ve experienced trying to get service installed. We want to take care of this for you.


If you would check on your Forums Inbox for a private message from me, I will look into these scheduling concerns.


Thank you for taking the time to let us know the details of your experience.


Heidi, AT&T Community Specialist

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