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Meritas1003's profile

Contributor

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3 Messages

Thursday, October 30th, 2014 2:25 PM

TBTM -- Too Big To Manage

My issues with ATT service continue. Several months ago, we lost our UVerse service for four days. A repairman had installed our new neighbor's service and unplugged ours--then drove off after telling me *it wasn't his problem.*

 

Despite NUMBEROUS phone calls to ATT service and multiple promises that a service rep was scheduled to appear, we had no Uverse or phone service for four working days. Yes, like many Americans I work from my home and must have Internet access to meet project deadlines.

 

Thanks to this forum, a member provided me an email address to contact a special division of ATT to help customers resolve their problems. That contact worked -- a service repairman showed up on a Sunday afternoon and reinstated our service.

 

I contacted the NC Utilities Commission and filed a complaint about the lack of service on Saturday (day three of nonservice). My filing resulted in several letters from ATT, apologizing for the poor service AND a phone call from Eric *** in the President's office. Eric asked me about my issues and then asked me NOT to contact the State again. Instead, he asked me to call him directly at *** (extension **&). Well....

 

Four weeks later, our Uverse service disappeared again and, yes, there was another ATT *repairman* out in our yard working in the box. He had helped another neighbor, but of course disconnected us (again). This time, we were only without service for two (business) days. I called Eric when we lost our service and left a message for him. He never returned my call. Next time, I'll just make a local call... I mention Eric to this forum in case anyone is counting on his help. Forgettaboutit.

 

So, my last unhappy encounter with ATT was in late August, when the telephone wire to our neighbors home was cut and a new wire had to be installed at the box in our yard. When the repairman left, he told me that a crew would be out in a few days to bury the wire. That conversation occurred the end of August and the wire is still draped across our yard and driveway and across our neighbor's yard. It's just a matter of time before a lawnmower or child playing cuts this wire.

 

Yesterday, I called ATT to request that the wire be buried. After a long conversation with a very polite service rep, I was told a service rep would be by this morning. He just left... He told me that another crew would have to bury the wire -- another contractor, I assume. And, he told me that I would have to pay for the wire to be buried. I looked him in the eye and told him it would be a  very cold day before that happened. I asked him to cancel my request for the wire to be buried. It's not my problem. ATT can come out and replace/repair the wire if/when the neighbor's service gets disrupted. (I had HOPED that the wire could be buried before Halloween, when children will be coming through the yard -- BUT NO that's not the ATT way).

 

While I love the Uverse service, I've been dismayed by ATT. It appears from this user's perspective that ATT is just too big to manage. I'm talking to my husband now about moving to an area in the Raleigh MSA that has Google Internet access. Hope springs eternal.

 

For any forum members reading this post, thank you for letting me vent. It helps me lower my blood pressure, I hope.

 

If ATT is reading this, you have SIGNIFICANT service problems. You can't fix a problem you don't know about. That's why I've taken the time to speak out.

 

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

 

 

 

 

New Member

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25.7K Messages

9 years ago

I hate to provide the same song and dance but I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

Provide them a way to contact you, the best time, and they can help you get the line buried. 

 

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