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C

New Member

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1 Message

Fri, Nov 27, 2020 10:33 PM

Promises

Why would some promise to have your internet installed, then when it did not happen and you call Customer Service, you send 4 hours getting the run around, and then told it was to late you are rescheduled for tomorrow? Oh and in the middle of was told that a manager (by the name of Princess) was going to call you back, but did not so you have to call back and get a different Call Center to get the first one back and said Princess pawns you off to someone else to tell you that you are not getting Service tonight even though you were promised. 

Responses

dave006

Scholar

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1.4K Messages

2 months ago

Sounds like you were trying to have a new install on a holiday weekend during a pandemic.

Techs can only work so many jobs / hours per shift, week, and month. Anyone hurt, calls in sick or is delayed on a previous scheduled install may delay or cause your install to be rescheduled.

The good news from your post is that Fiber is available to you and can be installed, you just need to wait a little longer.

Dave

my thoughts

Employee

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16.8K Messages

2 months ago

Referring to Black Friday?

What state are you in?

For the Ameritech (MW), Southern Bell (SBC), and PacTel (West) regions Black Friday is a holiday... same as Thanksgiving, should be NO scheduled installs for holidays or Sundays.

But if your part of the 9 state Bell South region (SE) Black Friday is a normal work day although I expect many take a vacation day, personal day or sick day thus while may have more workers scheduled (number of jobs taken per day is based upon number of scheduled workers for that day) does not mean all will be available resulting in the work load not clearing with jobs needing to be rescheduled.

Again if your in any of the 12 states in other regions, no install should have been schedule for Friday, November 27th. 

Most areas to my knowledge have been working 6 days a week during the past several weeks and will likely be doing the same up to Christmas week (6 day workweeks from Nov 30 to Dec 19)

With older workers retiring, some younger being promoted to other positions, and no hiring in most areas since 2015/2016... there is a shortage of workers for the demand. The choices are extend the wait time for installs and repairs by a week or more or overwork the techs that are available (not sick, on vacation, or etc...) hoping they do not contact COVID illness when those overworked techs will be off for 14 days quarantine to protect workers, families, customers. 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Constructive

Employee

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17.9K Messages

2 months ago

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-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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