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melarledge's profile

New Member

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3 Messages

Mon, Aug 1, 2022 8:36 PM

Technician not showing up, no call no show, now told to wait 2 weeks

I just moved, I have been no called no showed by the technician twice. I have been sent around the ringer by call support every single time that I have called. I have taken off of work 2 times now to wait for my appointment. Today I had a software installation employee show up and was told that a technician would be following in the next 40 minutes. Nobody ever showed up, 4 hours later. I called support and was told on the phone that there was a problem with the main line that would take 2 weeks to fix and that I would be called back to reschedule. This is simply unacceptable, I HAVE TO WORK. I can't get a phone number for a local office. I would like to be contacted to told my options or get more concrete information, and the customer service I have received over the phone is rediculous.

Constructive

Employee

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29.4K Messages

2 m مضت

techs unless they actually dispatch on your job have no information of yours. when they finish a job they close it out and click dispatch and depending on their location picks up a job within their location. the dispatch center should be calling customers if appointment windows are missed but these situations are no fault of the techs they just go to where the computer sends them until the end of their shift 

New Member

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3 Messages

2 m مضت

I'm not trying to blame the technician, I am trying to get some contact information or at least find out my options. Telling me that I will be called back in 2 weeks to reschedule my appointment is not acceptable. The website is not allowing me to reschedule and I have now tried 3 times to have my internet installed.

Constructive

Employee

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29.4K Messages

2 m مضت

2 weeks seems a bit extreme call back and hopefully they can find a sooner date

ATTHelp

Community Support

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200.5K Messages

2 m مضت

We apologize that your technician was a no call no show @melarledge. Congratulations on your recent move. Let's help you re-schedule a technician appointment immediately.

 

Please meet us in a direct message to get the rescheduling process started. You can do that by using the direct message inbox on the right top corner on your screen.

 

Olajide, AT&T Community Specialist

my thoughts

Employee

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19.5K Messages

2 m مضت

Fiber install? New development or recent upgraded area?

Equipment shortages, especially fiber terminals necessary to establish connection have been in short supply since September 2021. ATT missed their planned goal of 3 million addresses being added to fiber rolls by 400,000 due to shortages.

From past reports and observations, could be 2 to 3 months before equipment is available to complete installation. In the meantime you have to consider your other options which may include ordering service from the local cable company, using a cellular hotspot, or even satellite internet provider.

https://broadbandnow.com/

enter your zip code to find the ISPs that service the zip code, only satellite internet is likely to be 100% coverage, all other providers will be a percentage of coverage.

note that equipment (facilities issue) would prevent a tech from being dispatched as engineering shows service cannot be currently provided… the address may be green for ordering in the database but the means does not currently exist.

If this is a labor shortage issue want to try for the first install of the day (8 am to 10 am arrival window) as any job(s) that take longer to complete than 2 hours means the other jobs will be pushed back… 2 to 4 might not even be dispatched if not enough techs working to meet the demand. 

JefferMC

ACE - Expert

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29.9K Messages

2 m مضت

I would think what is happening to you is that a technician is assigned to you, he looks into what it will take to connect you and finds out something beyond his control is missing or doesn't have the capacity to connect you.  As my thoughts said, equipment shortages have wreaked havoc with construction.

Where this breaks down is that AT&T doesn't promptly contact the customer to let them know this.  You have to discover the cancelled or rescheduled to max date appointment.

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