Our Community Forum will be shutting down on June 27, 2024. Please visit att.com/support for all your support needs.
Get superfast AT&T Fiber internet
dperjar's profile

Contributor

 • 

1 Message

Monday, March 9th, 2015 7:31 PM

Missed installation, a MONTH of waiting; now told to wait two MORE weeks

I've lost all faith in AT&T delivering on the service it let me sign up for and told me was available.

 

I signed up for GigaPower on 2/13/2015 and scheduled an installation for 2/16/3015. I received a call on 2/13 letting me know that it would be 'at most' two weeks before the installer could fulfil my order because there were some 'facilities issues' that weren't completed. I was unhappy but willing to wait, and I did so paitently. 

 

Those two weeks then proceded to expire, I inquired and was conveniently informed that again, they could not do the install because of a 'facilities issue'. I got no answer as to why nothing had happened in the original 'at most two weeks' estimate and was told it would another two weeks. 

 

During my second two week wait I even managed to talk to some of the engineers I saw in the field around my home. They claimed they would be finished by 3/6 and at the lastest 3/9. They even told me that half of our community was already serviced and they were working front to back. Finally a real answer!

I've seen them doing the work and I now have a cable sticking up in my yard with red tape on it. Presumabely that's for the installer to finish.

 

So I contacted AT&T one more time asking for my installation to be scheduled immediately. You can probably guess the response I got. Two more weeks. 

 

At this point I've been without internet for just about a month while AT&T has lied to me to keep my hopes up. I have no reason to believe the customer support personnel know anything and are in fact just throwing 'two weeks' estimate at every issue. I wish there was some actual tangible information and a real timetable. It's not acceptable to play this sort of game with customers after having let them sign up and schedule an install.

 

After reading some more posts on this board it looks like this sort of horrid service is a trend with AT&T. Has anyone had a similar experience? Should me an my neighbors bother sticking it out, because at this point I'd subscribe to a competitor just to avoid rewarding AT&T for mistreating customers. 

Expert

 • 

20.4K Messages

9 years ago

@dperjar Don't think they are lying to you, it's a facilities problem.  Possibly a line problem, inability to get fiber connectors (in short supply) or other things going on the rep has no idea about either.

 

They've been instructed to tell users 2 weeks as they can't get any more info than that.  If you want more info, try ATT Customer Care.

 

Click the ATT Customer Care link in my signature, send the PM, explain your facilities situation.

 

Include your account # (if you have one), email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply. Good luck 😉

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Contributor

 • 

1 Message

8 years ago

Been waiting 11 days for internet and wifi installation. Everyday we're told someone is coming, and everyday no one shows up. The last person came at 7 pm on Monday because he felt bad no one was answering our ticket and he'd done all the other houses on the block. He said we needed a new fiber piece. Every time I call customer service they just tell me that they have no information. Help? It's been 11 days and still no one is coming.
Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.