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New Member

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1 Message

Sun, Jan 16, 2022 5:38 AM

Had a Fiber Installation Appointment Today - No One Showed Up

ATT was supposed to come to my home in the morning to install fiber. Got a message around 11:30 that they were running late. Fast forward to 3:30 and still no sight of the technician, I decided to call ATT support. They told me the technicians were still fixing some other issues and will be at my place once they are done. I asked if they could ask the technicians to contact me directly to let me know their status. That’s what the customer support spent the next 30 minutes doing, during which they repeatedly assured me that they were working on it. After 30 minutes, they repeated to me the same thing they told me before, that that the technicians were running late and will get to me once they are finished. I then insisted on getting an answer from them on whether the installation could be done today, up to the point where they reluctantly transferred me to their supervisor who they said would be able to track down the technicans. And guess what the supervisor told me— the exact same thing I was told by the previous CS! Feeling defeated, I asked him if I should follow his advice to just keep waiting, he told me there’s nothing he could do; there’s no way they could get in touch with their own technicians in the field nor could they dispatch another technician team to perform the installation.

I hope they are finally able to track down their technicians. As for me, I wasted an entire day waiting for a miracle to happen. 

TLDR:

  1. ATT DIDN’T show up at the scheduled time to install the device.

  2. ATT FAILED to keep me posted on their service schedule and no next steps provided.

  3. ATT customer service is INCAPABLE of helping their customer. All they do is read from their training scripts.

  4. As a telecom company, ATT CAN’T even communicate effectively internally.

tonydi

ACE - Guru

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4.2K Messages

4分前

Hey, you did pretty well.....you got one truthful answer from phone support....they can't talk to the field tech.  That's a better average than most.

Not to defend AT&T, but "stuff" happens during the day that nobody can predict.  Plus, I suspect like most areas your local office is working short-staffed.

What's not acceptable is to just stop communicating after the first contact.  I'm sure it wasn't a secret to the tech that things weren't going well and he might not make it to you.  But we see the same breakdown in communications over and over and it's just ridiculous.

New Member

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3 Messages

4分前

I've had 3 installers show up and 1 no-show for fiber install.  I really, really regret choosing AT&T for my wireless and internet.  Disorganized company structure which obviously could careless about its customers.  I'm throughly disgusted.

ATTHelp

Community Support

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189.5K Messages

4分前

We can check the status of your installation, PaBLo11.

 

Did the technician eventually show up, or are you still waiting for your service to be installed?

 

Aminah, AT&T Community Specialist

New Member

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3 Messages

4分前

The last appointment was a “no show.” Today, the technician showed up but still couldn’t perform the install. The first installer that came out (late November/December) said there was a connection issue that should’ve been taken care (internally at AT&T) of by now.  3 appts later, still no fiber internet.  This is just ridiculous and a waste of my time.  Why send out/schedule an installation if the work can be performed.  My time is worth something, too.  AT&T needs to get its act together.  I’ve only been a customer for a few months and I’m more than displeased with the service!

ATTHelp

Community Support

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189.5K Messages

4分前

Thanks for clearing that up for us, PaBLo11.

 

In situations like these, there's usually a problem with the wiring that needs to be fixed before service can be installed. This can take a few days or even a few months.

 

At this point, we'll have to wait for the connection to be repaired. Once that's done, we'll be able to install your Internet.

 

We apologize for how long this has taken, but rest assured that we'll get your service up and running as soon as possible. If you have any other questions, let us know.

 

Thank you for contacting the Community Forums team.

 

Aminah, AT&T Community Specialist

tonydi

ACE - Guru

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4.2K Messages

4分前

@PaBLo11   Agreed, it's ridiculous to send a tech out, only to find that the work he needed to be done the last time still isn't done.  There's just no excuse, even if it is a different "department" that handles that work.

This is typical AT&T and isn't something new.  In the 90's I worked at a company where our need for more phone lines grew as we did.  AT&T would say no problem, we'll be out next week and hook them up.  They'd show up and the 25 free copper pairs that were supposedly in the bldg weren't actually there so they couldn't get us more lines.  They promised to fix the records.  Maybe a year later we had some line issues and the tech came out and said he'd just switch over some lines to the free pairs we had.  Uhhh, no, we don't have those.  Long story short, this scenario repeated itself multiple times over the years because nobody could be bothered to get some other dept to change their records.

New Member

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3 Messages

4分前

I’ve never experienced such a poor attempt at an install for anything.  AT&T assured me that the fiber connected was/is available over 2 months ago.  The fiber line is right in front of my house yet 2 install techs tell me the connection point is 1000ft away.  If AT&T knew this was the case 2 months ago why have they had me schedule 3 failed install dates since?  It’s like “head doesn’t know what the rest of the body is doing!”  

I’ve heard more excuses from AT&T than I have patience for at this point. 

browndk26

ACE - Professor

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4.5K Messages

4分前

You cannot splice into a main fiber line. The line runs to a box where it is split to connect to each serviced address. 

If possible, get service from another ISP until att can complete your install

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