New Member
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1 Message
Complaint about ATT customer service
How do i make a complaint about ATT customer service? The first person i talked to stated fiber installation was just a tech installing a "box" in the home. Tech appt gets cancelled by "the system", i make another appt and then no one shows up i didnt even receive a call saying they would be late. I make another appt but the customer service didnt know what they were doing and made an appt to fix my internet, i continully told them i needed fiber installed and they kept asking about my internet service!!! Next day i spoke to the tech and he said it is not for fiber installation but to fix my internet, so then it took him an hour to change the appt. He eventually came over and explained the fiber installation process which included installing a line to my home (this was never mentioned by the person who made my first appt). Two weeks later the fiber line is installed to the house, i call customer service to get a fiber appt and i'm on the phone for 45 MINUTES!!!!! Why do they need to know how many cable boxes i have to make the fiber install appt. The tech said there is a main box and then devices connect to it wirelessly!!!! Why cant they just make an appt for fiber?! this is the most ridiculous customer service!!
Accepted Solution
Official Solution
my thoughts
Former Employee
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22.3K Messages
11 months ago
Fiber installation can take up to 4 plus hours most are closer to 2.5 to 3 hours.
Fiber connection at PFP
Fiber line terminal to home either aerial from pole or buried
Fiber NID placed side of home
Wifi map testing to determine best location for equipment
Fiber line from NID to inside fiber wall jack location drilling hole(s) likely
Fiber jack installed
Fiber cable wall plate to ONT
ONT activation, software update
Final testing, about 5 tests total.
https://www.att.com/internet/availability/
can schedule initial installation thru above but your beyond that if tech has already created buried drop request, had pre bury before installation. Once the drop is buried order goes to dispatch to schedule the installation…. You jumped the gun by calling instead of waiting for dispatch to call you resulting in your information not available as whoever your talking to is trying to create a NEW order instead of existing order.
To be told just needs a box installed was for existing copper service, not fiber. Calling back resulted in repair appointment for failed installation likely customer self install.
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ATTHelp
Community Support
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231.5K Messages
11 months ago
We certainly understand your frustration and would like the chance to improve your customer service experience, @miagonza!
So that we can help submit your feedback and help with your installation appointment, we'll need to speak privately. Check the Direct Message inbox in the top right corner of your screen. We'll be sending you a DM shortly and look forward to hearing from you!
Lacey, AT&T Community Specialist
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Ap00rTsrvT
New Member
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2 Messages
11 months ago
AT&T internet service (fiber) is terrible. To make matters worse, you cannot get a hold of anyone at AT&T (on hold for 1/2 hour NOTHING). In addition, the stupid chat system is an infinite loop of garbage. AT&T DSL switch was a mistake - Fiber is constantly hanging and having to reset the router. Looks like I have to switch to another disaster named XFinitity - but at this point, XFinity is not as bad as AT&T's fiber option.
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ATTHelp
Community Support
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231.5K Messages
11 months ago
We're here to help with getting internet connection working reliably again, @Ap00rTsrvT.
To get some more background information from you, can you please tell us if your connection is through wired (Ethernet) or wireless (Wi-Fi)?
Here are a few troubleshooting steps to improve your service performance:
If you want a tech visit, we are more than happy to setup an appointment.
Let us know if you have any other questions or concerns!
Rosey, AT&T Community Specialist
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CPS
New Member
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2 Messages
11 months ago
My internet went down, called your office, the very nice and efficient man on the phone FIXED IT. He then suggested I have one of the local att agents, come replace my router. When the guy FINALLY showed up two minutes till the appointment would have "timed out" he refused to replace the router because he said "HIS" meter said we needed all new lines to be run into the house, even though everything was working and had worked fine prior to a lightning storm that I think was the original problem. HE REFUSED to replace the router, unless we were going to dig up our driveway to let him run new wires. I HATE ATT. I have two landlines, six cell phones, internet on a business account, BIG monthly bill with you people and your service (Edited per community guidelines). Just send me a new router I'll fix it myself. EVERY time any of your field people come here it is a stressful horrible experience. The last guy hung around from 9 in the morning until 400 in the afternoon, just "chatting" and wasting time, and then said he was going to have to come back the next day. When I said he was not leaving until it was fixed, he fixed in in less than 5 minutes, so you figure that one out, RIPPING OFF EVERYONE. Your service people in the field (Edited per community guidelines). SEnd me a router. I'm seriously thinking of going to comcast for all of it.
(edited)
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ATTHelp
Community Support
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231.5K Messages
11 months ago
Hey @CPS, we understand how important it is to get a replacement router sent out!
You've come to the right place to get this taken care of! In order to further help with getting your internet working again, we'll need to meet in a Direct Message. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).
We look forward to hearing from you!
Johan, AT&T Community Specialist
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CPS
New Member
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2 Messages
11 months ago
Not at all seeing a "bell" nor a chat icon in the top right corner.
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slgizmo
New Member
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5 Messages
11 months ago
I agree with the folks that are posting here that support is really not the greatest. I have been down since 5/20 and still no end in sight. I have called in every day up until Friday when support told me not to call back again... So far nothing done no contact no nothing... I am waiting for the incentive pay to come to me and I am bailing to go back to Comcast that was rock solid when it came to connectivity. I am a first time customer and my experience has been less than stellar. - SL
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ATTHelp
Community Support
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231.5K Messages
11 months ago
We understand your frustration with having no internet service and we'd be happy to look into this for you @slgizmo.
To get started, we'd recommend checking out our information on internet outages that could be affecting your area. Then you'll be able to check more details on the outage, and if there is an ETR on when the service will be restored.
If your service isn't showing that you're in an outage then we'll need for you to reach back out to us, so we're able to take a closer look into what is happening with your service.
We look forward to hearing from you.
Robert, AT&T Community Specialist
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slgizmo
New Member
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5 Messages
11 months ago
AT&T Help,
I have already done this several times including following the troubleshooting steps and had the new Modem sent and rest. Still same issue. I have reached out to your support team several times already with no solution other than "it will come up when it comes up" is what I was told. Further, I was told that "due to issues beyond our control" my service is still down. No one will tell me what that issue is but it continues today and I have to rely on my good old faithful comcast in order to stay connected. - sl
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