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MrRockafellow's profile

6 Messages

Wednesday, January 17th, 2024 3:10 PM

Close your overseas call center and hire professional technicians.

@ATTHelp It would be nice to have functional AT&T fiber in Beech Grove, IN. I experienced an outage after the last snow and have had no service for three days now. There is no service at my DMARK and the technician with his pants around his knees and rear-end fully exposed was too lazy to climb the pole and see if signal was present there. I have now wasted over twelve hours and three days with your ridiculously unqualified overseas call center and come to zero resolution, which has brought me to venting in a post where it does not belong. I am currently paying Xfinity Wi-Fi to facilitate my VOIP and medical devices that report to the VA since AT&T has zero customer service. Let me rephrase that, zero qualified customer service or local technicians. I have never had an issue with AT&T in other locations and absence of support in this area has caused me to file an FCC complaint and I am now researching alternate providers since I cannot get a timeline for resolution to this issue.

ACE - Expert

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32.1K Messages

3 months ago

Call AT&T and reschedule the appointment. Submit a complaint on the tech if you felt they were unprofessional.

Like other companies AT&T outsources call centers and will continue to do so as long as it makes financial sense for them.

If that doesn't work for you then seek another provider that you feel better suits you.

6 Messages

3 months ago

I have been on the phone with the worthless overseas call center for 17 hours over three days  and they still continue to schedule when I am at work. They tell me 4-8 and schedule 12-4.  I've tried to reschedule through SMS and the app and neither completes stating to call support. This is honestly ridiculous. How do I contact a U.S. Call center?

Community Support

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231.5K Messages

3 months ago

Hi @MrRockafellow, we hear you, and we're glad to assist you in 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, 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 Forum!

Harry, AT&T Community Forum Specialist

ACE - Expert

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32.1K Messages

3 months ago

When you call you get the next agent available. They don't have direct lines to U.S. based call centers. They pay for the additional outsourced call centers, they are going to make sure they are used. There is no option to request where a person is, their cultural background, gender, race, etc. It is next agent available regardless.

Appointments are scheduled based on availability. There is no guarantee they will have a time outside your work schedule. Typically they offer their soonest option, but if that doesn't work then ask if they have a later appointment that is within your work schedule. As for scheduling the arrival window 4-8 but getting 12-4 either means the agent messed up selecting it at the start, or someone later rescheduled it. Rescheduling can happen as things come up for the techs, but you should get either a call or automated notice so if the new time doesn't work you have the opportunity to reschedule instead of waiting around for a no-show. If it was a reschedule after the order placed, I would certainly submit a complaint on that. One thing that it occurred, hey things happen to techs too, but no notice means you didn't have the opportunity to work on an alternative time instead of waiting for a tech who wouldn't be there.

Since you are understandably seeking other providers, when you call I suggest saying "cancel" to the voice prompt. Doesn't guarantee U.S. based, but they are usually more experienced and by the nature of retention are going to see what they can do to resolve the situation and keep your business.

(edited)

6 Messages

3 months ago

@ATTHelp  The contact US page link provided gives the error shown below:

An error occurred while processing your request.

Reference #30.b4a83817.1705510283.6d224a3

Keep up the great work AT&T 

Community Support

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231.5K Messages

3 months ago

Hello @MrRockafellow, thank you for bringing this to our notice.

We recommend you to try with different browser, please try the Contact Us page again.

 

Let us know if this helps,

 

Thank you for contacting AT&T Community Forum!

Harry, AT&T Community Forum Specialist

ACE - Expert

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35.1K Messages

3 months ago

@MrRockafellow  the contact us link also appears at the bottom of the page.  ATThelp uses a link shortener that needs to catch up with the times that browsers now force the use of TLS (https) vs unencrypted HTTP (http) and upgrade their link shortener to be on TLS.

Not that the Contact Us link gives you anything you don't already know about contacting AT&T.  I'd go with the suggestion above to say "Cancel" at the voice prompt to get retentions.

Former Employee

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22.3K Messages

3 months ago

Repairs are 4 hour arrival windows, the tech can dispatch up to 1 hour ahead of the window which means tech could dispatch as early as 3 for a 4-8 and once on site should wait till the appointment time of 4 o’clock, tech should then wait 10 minutes (4:10) if no one home tech will return the job for “no access, customer not available “. Therefore recommend you are at home at the start of the appointment window, not will be home after 5:30.  Most 4-8 are dispatched by 5:30 and rare for a tech to dispatch after 6 unless in a market that has late techs starting at 11 am, most techs start at 8 am with expectations of working 10 hour day meaning at 6:30 their day should be done.

ATT used to have day shift only markets with 8-12, 12-4 and 4-6 windows but due to some markets having late shift and wanting to standardization the time frames have all markets listed as 4-8 but many are 4-6 with techs not required to dispatch after reaching the time. BTW day techs start and end the work day from the garage thus for a 10 hour work day tech should be at or returning to the garage by 6:30. Tech running late on 4-8 means likely being rescheduled to the next available slot thus recommend taking the earliest appointment available, the 8-12. 

Just my thoughts… retired ATT Uverse tech

(edited)

6 Messages

3 months ago

@ATTHelp  Your support system is the problem, so how does sending me there assist at all. Your overseas call center for three days have stated they scheduled one time and scheduled another, your tech shows up and refuses to check the signal on the pole then they push me out for a fourth day. I've been in circles for thee days and AT&T have zero concern about restoring their network services that are not reaching my DEMARK.

Community Support

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231.5K Messages

3 months ago

Hello @MrRockafellow, we understand, and we don't want you to face the experience.

We recommend that you contact us page, they will assist you further with your concerns.

Let us know if this helps,

 

Thank you for contacting AT&T Community Forum!

Harry, AT&T Community Forum Specialist

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