uverse order issue worst time with customer service

[jaycenter]

This past weekend i placed an order for Att interne online. I was able to place the order got the confirmation and also received info that my modem was being shipped and that it was already going to be active. I did this online because when i called in to try to order it I was transfered to 10 different "internet sales" departments and each one of them telling me they had to transfer me to the correct one. Well this morning after i got my confirmation and tracking number for my uverse modem i received a call about my services. I was told that i could not get internet services at my home this because the renters of my home just had internet with att as well. Odd but ok. Well he repersentative told me they needed to cancel my order and that i needed to call back every week til they could tell me if i could get services. Odd also. I escalated to a supervisor and he placed me on hold and conferenced the engineerimg department and they told me i couldnt get uverse but i could try dsl services.so they canceled my acct, by the way im still gettig my uverse modem tomorrow, and transfered me to the dsl sales team they told me congrats u qualify for uverse and immediately transfered me back to the uverse department. The salea rep there checked and said the other people didnt know what they were tlking about and tried to place my order again. I informed her the engineerig department already put notes on my acct that i couldnt. She placed me on hold and came back saying that she needed to contact a service verification department and that it would take a while. By this time i was already on the phone for about one and a half hours. She told me she would call me back but im seriously doubting that because i asked for her name and id again and she didnt give it to me and she didnt even give me a number to call her back to. After two and a half hours i had to hang up to go to work. For you forum att ops what else am i suppose to do. Im tryimg to be as patient as i can be. Btw im suppose to getthe modem on friday based on the tracking iformation that im looking at. Please help.

[oufanindallas]

Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Their normal business hours are from 7am to 10pm Central Time. Please take into account weekends when contacting them.  

To check for their reply, click the little blue envelope.

[jamileh]

Thanks oufanindallas

@jaycenter - I'm sorry this has been such a challenge Please do send a private message to ATTCustomerCare as oufanindallas suggested. We'd love to help! If you include your full name, phone number, email address, account number and the best time to call in your private message; we'll be able to get in touch with you more quickly. 

To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

[jaycenter]

I wwnt ahead and forwarded that information. I hope i can get something done.

[jaycenter]

What do you do when online address checker states you can get service, att reps say you can get sevice butoder keeps canceling because im then told i cant get service

[oufanindallas]

 I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Their normal business hours are from 7am to 10pm Central Time. Please take into account weekends when contacting them.  

To check for their reply, click the little blue envelope.

[jaycenter]

After a three week process and speaking to the executive resolution specialist was told i couldnt even get regular dsl services. I want to thank Roy from the social Media group for helping with what he can. Im really disappointed with the previous experiences but thank him for his assistance.

[jamileh]

I am very sorry we weren't able to reach a solution. I know Roy worked every possible angle. 

[jaycenter]

Hello again, I was wondering what I should do moving forward with my issue. Should I place an order every week untill services are available at my home? only reason why I ask is because online it still says my address is available for internet uverse and if I call in they say i do have it available as well. So do i have to just place an order every week or every other week and wait for a call to see if it does become available in my area. oh and btw I saw a ATT Tech at my neighbors and stopped by to speak to him about my issue. He informed me that DSL is available at my home just that since its an older service that Corp just doesnt want to set it up due to cost effectiveness. I really hope that is not the case.