06-30-2013 04:55:06 AM
So this past friday my internet just stopped working, After resetting my equipment way to many times, I decided to call techsupport. I repeated all of the steps for the tech support person, only to be informed half an hour into the call that my account had been canceled. I was told to call back on sat after 8am...
On Saturday morning I called and spoke on the phone for 2 hours. Even a manager joined in on the fun.
Apparently It went down like this. My property has 3 houses on it and 2 unique physical addresses. My brother-in-law just moved into one of the houses that shares an address with mine. Each single family house already has a direct line installed. ATT terminated my accound when they moved his.
During this call a dsl manager(?) said that the account was being reactivated and it would be turned on in a couple of hours when it made it through the system, GREAT!
Someone else called me later sat.. afternoon wanting me to jump through hoops just to get my account turned back on. One of the many sales people I got transfered to said I would even have to go through another credit check and deposit all over again... I just did that 3 months ago. No thanks. I do not know what happened between those calls for each to have a different resolution.
I then recieved another call later from a lady who wanted my to sign up with a new account, new number etc... and she told me to call back Monday.
I really want my ATT account turned back on but I am done chasing you guys around... I am the customer and I have way too many providers in my area to play this game. I am really frustrated, and I am done with being placed on hold and transferred and waiting...and waiting.
I have already sent a private message before I knew what had happened.
Ok.. One question though When someone orders DSL at an address that already has DSL... Why don't you ask the current subscriber if they want to cancel before you place a cancelation order on their account?
07-01-2013 05:52:20 AM
I was told to call back today, The problem with that is... It is sorta hard to make calls when your account has been cancelled. I have been using a neighbors mifi2200 to access the internet.
As a side note. Good news everyone!
While I was out walking the dog. Another service provider's sales person was scouting the area and saw me outside. I told him I would sign on with him tomorrow afternoon 7-2-13 if my original DSL account is not reactivated by then.
I then got an idea and I personally rode with him to a few houses they don't like strangers. After telling my mom and brother-in-law, and a couple of neighbors on the road (who are also family and are letting me use the mifi from their RV) what happened to us they are doing the same If my account is not restored and running. So basically there is a total of 6 maybe 7 accounts that are following me if I can reach my uncle later today. Since my account has been deactivated since Friday I have too much free time on my hands. Lol
Of course I did give them a guilt trip for supporting a company that has wronged a friend/family member, but what else is family for if not to stick it to the man together.
Now I will add up to this point att has been the most stable internet connection I have ever had. Not the fastest but It has never dropped. I really do not want to sign with this other company... they suck, but I need a connection and now.
07-01-2013 09:12:59 AM
Hello Nateandcourt. This surely does not sound like a positive experience!
You stated you already sent a private message. Did you send that message directly to ATTCustomerCare ? If so, you will certainly hear directly from a manager within 48 hours of them receiving that message.
If you did not private message them, please don't hesitate to send a message directly to them now. In your message be sure to reference back to this post and provide any additional details. You must also include your name, account number, email address, a good contact number and a good time for you to be reached. Let us help get this resolved for you once and for all!
Keep in mind; I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
07-01-2013 09:44:34 AM
Yes I clicked on the link in another thread. and sent it directly.
Dont get me wrong I have never had a problem with the service up til this point, as I said it has been the most reliable I have ever had. My account was just deactivated and it seems nearly impossible to contact someone who can simply turn it back on.
I do not believe the reps are doing this out of maliciousness but probably out of uniqueness of the case. I have worked in a tech support call center before, and my hands were tied with many cases.
It is not the reps I am mad at but the situation and policies that caused it.
07-01-2013 11:52:38 AM
I just wanted to check in and let you know that we received your private message and one of our managers will be contacting you shortly.
Need help with an account specific question? Send us a Private Message. We are here to help Monday - Friday. For additional support, please visit AT&T Support Center or Contact AT&T.
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