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HOLIVER33's profile

4 Messages

Wednesday, January 31st, 2024 7:26 PM

High Speed Fiber Internet has been down for NINE DAYS

Our fiber internet went down NINE days ago, along with 6 of our neighbors. We have called at least three times a day and received the same song and dance. They promise the issue will be fixed within 24 hours. I have lost faith in AT&T and have already convinced my husband to go back to Spectrum if this isn't resolved by the weekend. Since it's ONLY 7 of us...we are low on the priority list. We found out a couple of nights ago that our 'issue' had three tickets assigned to the issue, and the last of the three was created on the 26th and was YET to be assigned to a rep. WHAT?!

I feel like such a valuable customer...

Community Support

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231.4K Messages

3 months ago

Hi @HOLIVER33, we appreciate you explaining the situation to us, and we understand the importance of having a stable internet connection. Let's get the help you need.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.


Thank you

 

Jasmine, AT&T Community Specialist

4 Messages

3 months ago

Thank you for your suggestions, Jasmine. I have tried everything from calling to emailing, I even saw an AT&T man installing new fiber in a new house ad waited for him to complete his job and spoke with him. Every AT&T employee doesn't understand why our problem is not being addressed. They are not allowed to touch it because they do not have a ticket. It's now day 10...day 10. You can easily find our outage. According to everyone we spoke with, we are the only cluster of 7 in Kentucky. I need to understand how to escalate this to someone who cares about 7 customers, please. That's all I'm asking for. 

Thanks,

Heather

Community Support

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231.4K Messages

3 months ago

Hey @HOLIVER33, we understand the importance of having a stable internet connection and this is definitely not the experience we want you to be feeling about our services. 

 

Also, outages may be caused by physical damage to the network, such as fiber line being cut, natural calamities and constructions. 

 

Visit the service outage information page to get the latest details about outages affecting your service and sign up for text alert updates.

 

If it doesn't show up as an active outage, we'll need to take a closer look at your service. Please keep us updated! 

 

Thank you visiting AT&T Community Forums!

Bruce, AT&T Community Specialist

4 Messages

3 months ago

We are in the city limits. It is only our cult-de-sac. This “outage” only effects 7 (SEVEN) houses all together. We have been told that the last part of this “outage” just needs to have someone have a technician assigned to the ticket. This was on the 26th. And it hasn’t been assigned. I guess techs are too busy hooking up new customers than fixing 7 Customers now on day TEN without internet. I guess I’ll get Spectrum back in thr house. I hated Spectrum, but I was never gaslit and went without internet for TEN DAYS straight 

Community Support

 • 

231.4K Messages

3 months ago

Hey there @HOLIVER33,

We understand the importance of a stable internet connection, and would be glad to help you get this sorted out.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page: https://www.att.com/support/contact-us/, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

 

Thank you for visiting the AT&T Community Forums.

 

JamesR, Community Forums Specialist.

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