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ziyanjoe's profile

2 Messages

Friday, April 12th, 2024 12:28 PM

Appointment on hold

"Your installation is delayed due to a network issue. Well contact you once the issue is resolved to reschedule your appointment."
I've been waiting for 30+ days for fiber installation. The system put my account into an appointment-hold state. I've called and set up 4 appointments successfully with the phone rep, and the technician never showed up to any of them. There is some glitch in the system where no one can see or resolve my issue. My appointments just automatically get canceled whenever I schedule them.
I am in direct contact with an AT&T employee who is the contact person for my townhouse builder. He checked the terminal equipment on the side of the building. He cannot see a reason why the installation is put on hold and he cannot even do anything about it.
Should I attempt to cancel my account to resolve the issue?

Employee

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190 Messages

2 months ago

Sometimes there are issues like you reported that get resolved by cancelling account and setting new one up. All being done by retention or loyalty dept, however thats a very rare issue. Usually there when those apt are put on hold there's a seperate dept. that deals with them that can also essentially lift any restriction for those appointments. I would suggest calling in and requests a supervisor at the beginning of the call, they'll have access to those channels.

(edited)

Community Support

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232.4K Messages

2 months ago

Hi @ziyanjoe, we completely understand how the situation must be, this is definitely not the type of experience we want you to have about our services. Let's guide you in the right direction.

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 contacting AT&T Community Forums.

Jasmine, AT&T Community Specialist

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