Contributor
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3 Messages
AT&T Fiber install rescheduled twice, no ETA
8/14: I signed up for Gigabit Fiber with AT&T. The sales associate talks about how customer service is very important to AT&T. We scheduled an install date of 8/19.
8/19: Took time off of work to stay at home for the install. Shortly before the install time I get a phone call where a woman reads me a generic script stating that "AT&T is sorry for the delay", but needs to reschedule. No explanation why. We reschedule for 8/22.
8/22: Took time off of work to stay at home for the install. About 45 minutes into the install window, I get a phone call from the install tech. He says there's no signal at the box and we'll have to reschedule. No ETA. He'll call me.
I get that problems occur, but come on AT&T, when you schedule an appointment: deliver. Make sure your product is working BEFORE you schedule time with someone.
I expect some sort of compensation for my inconvenience.
ATTHelp
Community Support
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225.5K Messages
4 years ago
Hello @pointvirus,
To fully assist with this issue further, we will need to look over your account in more detail.
I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to my message with your specific account details.
I look forward to your response and the opportunity to help you!
Charles, AT&T Community Specialist
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Jazroc
Contributor
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1 Message
4 years ago
I too had an issue with my installation. The tech called me at 0900 on the scheduled day of installation to inform me that he should be arriving during my preferred window of 9-11. He never showed up and I didn’t hear from him, so at 1330 I decided to text customer service for answers. They said the tech was delayed due to a heavy volume of customers. Bare in mind that he informed me during the initial call that there was only one customer ahead of me. I asked to speak with a supervisor and was I told to expect a call within the hour. I never heard back and never received any further correspondence from that point. My entire day was adjusted to accommodate this appointment. I’m beyond frustrated with the shear lack of customer service and blatant disregard for my time and years of customer loyalty.
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pointvirus
Contributor
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3 Messages
4 years ago
Update
8/29: Took time off of work to stay at home for the install. 1 hour, 45 minutes into the install window the technician arrives and begins work. An hour into the install he informs me that the issue still isn't resolved. The technician runs a line to my house and installs what he can to save time on the next visit, but no fiber today. He recommended that I call AT&T tomorrow to reschedule again.
AT&T, are you kidding? It takes 4 appointments to do this? GET IT TOGETHER
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pointvirus
Contributor
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3 Messages
4 years ago
Update
8/29: I PM'd back @ATTCares. No response as of 8 days later.
9/4: Took time off of work to stay at home for the install. Technician successfully installed fiber internet, but the speeds were only reaching 300mps down/900mps up. Technician attempted a few solutions to no avail. Technician said he would drop off another modem the next day (9/5).
9/5: Technician did not show.
9/6: Scheduled an appointment to get internet speed fixed for 9/13. Chat agent repeated the day & time of appointment to me (9/13), but after we ended the chat I received a text from AT&T that the appointment has been scheduled for 9/8, which isn't what I wanted or said.
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tonydi
ACE - Guru
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9.9K Messages
4 years ago
Maybe they should rename it ATTpretendstoCare.
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Ericstereo
1 Message
3 months ago
@attcares same issue here. Please help
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ATTHelp
Community Support
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225.5K Messages
3 months ago
Hey there @Ericstereo,
We got you, let's get this sorted out as soon as possible.
Please call: 8002882020 and they'll provide an ETA for you.
Let us know how it goes.
Please feel free to reach out to us for further assistance.
Thank you,
JamesR, AT&T Community Forums Specialist
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