Who can I call? Setup Completion Date 12/31/2036

Richman777 · ‎06-11-2007

So this is ridiculous and I don't know who else to turn to. AT&T Tech support is absolutely miserable. I am currently a DSL customer and have no complaints about the service but every time I call for support, it's the biggest headache in the world. When I moved from my old apartment to my current and transferred my service, they tried to tell me the account and order number that they gave me WASN'T ME and that where I lived wasn't where I lived. THye kept telling me to call back in 24 hours and at one time call back at 3am. I had a Sales rep arguing with a Tech rep on 3-way: literally, they were fighting and yelling at each other. Finally got the Sales people to tell me explicitly how to get a line tech to come out and they fixed it in 10 minutes.

To say the least, I'm a little jaded about dealing with the support. Anyway, finally signed up for U-Verse internet since now you don't have to pay $99 and have someone come out (or not) while I'm off work to plug something in the wall. If it doesn't work, I'd rather find out on my own and then schedule someone. No need to pay $99 if it's going to work.

Anyway, I placed the order on 12/26/2012 and got the e-mail notification and setup date of 12/31/2012. I got the box in the mail on 12/29/2012 but on the same day, a call saying that the setup date of 12/31/2012 wouldn't be made and that it would now be 1/31/2013 because engineering referred to an outside facilities issue. First of all, what does that mean? Why does it take 30 minutes to fix something? I called and chatted 3 times and could never get an answer of why it is going to take 30 days to fix something. I'm sorry, but your answer of why it won't be fixed isn't sufficient. I want a clear answer of what is going to take 30 days because "outside faciliites issue" doesn't mean anything. It sounds like you made it up.

So now I go check the order status to see if it is in fact 1/31/2013 and now it says 12/31/2036. Do you guys want me to go to Comcast? I talked to two reps yesterday and they basically know nothing about it and are offerring to reschedule my installation but wuld require a callback. That's not what I'm asking. You are the ones who told me that it would be moved to 1/31/2012 saying it was out of your hands. Now you're saying it can be moved but you don't really know anything about it.

I tried sending a message to CM jamileh but she's definitely ignored it as she's been logged in multiple times since sending it.

So...how can I get this fixed? I want a reason why it isn't going to be installed and I want a real date as to when it will be fixed. No one can tell me anything except "issues". I don't understand how every single time I have to contact AT&T support, no one seems to understand why stuff doesn't work. It just doesn't work and no one knows how to fix it.

GeekBoy · ‎11-06-2008

First off, most of the people here are users, just like yourself (althoung maybe not quite as "jaded", to use your own term).

Now, on to your first real question, what is an "outside facilities issue"? Well, that is a term used to cover a large area. It could be a wiring issue between your house and the CO (Central Office), it could be a port availability issue in your neighborhood gateway, or in the Central Office, it could even be a problem with the CO or it's connectivity. Since VDSL has a higher demand on line signal than the older ADSL signals, a line that worked fine for ADSL might not work properly for VDSL at high speeds. In many cases, the tech who comes out to your house to verify the signal at your NID might not know what is causing the poor signal, they only know that the signal there is too poor to give you reliable service. In those cases, it is escalated to a higher tier technician to reseach and resolve. The problem is there are many fewer of those technicians, and generally speaking, it takes longer for them to resolve each issue, so they tend to have a longer "waiting line".

Before you get so harsh with Jamileh, realize that she might be trying to get more information (that you are asking for) before she responds to you, since you seem clear that you want exact specifics, and not a general description. SHe may not be ignoring you at all, she may just be trying to get you the information that you are demanding.

Some issues are just not simple and easy to resolve. When you are working with a complex system like telecommunications, there are many variables that could impact the end result, and it takes a lot of experience and a good bit of luck to solve issues quickly, and with some issue, just to get them resolved at all.

Richman777 · ‎06-11-2007

I'm not angry at Jamileh, it's not her fault. I realize rereading that section I come off as rude right there. Not her fault. I'm just angry that literally every time I've ever had to call support they a) don't understand what I'm actually asking about and b) have no information.

It's just frustrating that I can't get a simple human answer. I don't think "facilities issue" is a valid response for some people. I understand that some people will accept that, but a "facilities" issue for 30 days requires a little bit more explanation in my opinion. Even if I don't understand it.

That's a very generic answer for a very long amount of time. I don't think anyone would be happy with taking their car to a service shop and them saying "there's a problem with the engine, it'll be fixed in 30 days". Granted, that's a terrible analogy since my DSL still works but it's just frustrating getting the run around.

I was "ok" getting the 1/31/2013 (not happy, but ok with it) and then see it has changed to 12/31/2036 and no one can tell me why and then they completely misunderstand why 12/31/2036 is unacceptable. It doesn't help that last time it took me literally a week to convince someone to come out and fix something that took 5 minutes to fix at my apartment building. That's the other thing that I find strange, I've definitely seen U-verse trucks at my apartment complex and there's a VRAD right outside my building so I know there are people here with it.

Richman777 · ‎06-11-2007

Just an FYI to anyone thinking of getting U-Verse....be wary.

1/31 came and went and it still hasn't been activated and now they're saying 2/15. Nice.

sneekyo · ‎02-03-2013

We have one and are suffering as well, have not got it to work yet.

RCSMG · ‎12-10-2007

Richman and Sneekyo, both of you click on the hyperlink in my sig for AT&T Customer Care and send them a PM with your info. They are an escalation team that can help you with your problems in getting them resolved. They will reply to you via PM as well so watch the little blue envelope in the forum page for message notification.

Richman777 · ‎06-11-2007

I have - and all I get is either ignored completely or "it's a facilities problem". That's not an excuse - that's telling me you have no idea what is wrong but you want me to stop bothering you. That's like telling your boss you're "busy" when they're asking you what you're doing. I work in a data center and nothing takes 45 days.

If I went to a mechanic and told them I wanted my car fixed and they just told me repeatedly "engine problems" for 45 days, I'd take my car and leave. Installing a new shelf at the VRAD is definitely not as complex as a modern ICE.

I have someone (Kevin {Personal content removed}) at the office of the president but he won't call me back. No one at AT&T seems to know what they're doing and if ANY of the employees I had talked ot worked for my company, I would have fired all of them. They can't respond to a simple e-mail and they can't get any real information or get anything done. If engineering or a vendor is taking 45 days to get something done, fire them. That's 12% of a year to get a simple installation done.

I've now made my SECOND BBB complaint. Remind me why I'm an AT&T Customer again? Oh yeah, because Comcast sucks and costs an arm and a leg to not get "Turbo Boost". I hope Google Fiber can expand so I can jump ship. I'd pay $1000 and an ETF to drop AT&T or Comcast. At least they seem like a halfway competent company.