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Elorarozon's profile

New Member

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3 Messages

Tue, Jun 21, 2022 1:40 AM

Unburied wires

My internet cable was accidentally cut by our lawn service back on May 18th, I had a technician come out and install a new line. I was then told the new line would be buried by 06/02/2022. On 06/03 I could still see the line in my backyard and contacted the buried wire department after getting the run around for about an hour I finally had to ask to speak to a supervisor who then proceeded to lie to me and say the line would be buried the very next day and apologize. The next day came and the lines were not buried I contacted the wire department again and asked for a supervisor to my surprise this new supervisor said he saw no notes of a bury wire service being needed. He then proceeded to change the story and say the contractors had already come and I explained to him that I could still see the line in my back yard and checked my cameras and no one ever came, turns out the contractors came buried the cable outside the gate but never came to do the other portion, they claimed the gate was locked I explained to the supervisor that my gate was not locked and I had it on camera that they did not even attempt to enter the yard at all. The supervisor was very dismissive and said a technician would need to come out to see the cable before another burying attempt. The technician came out the next day on 06/05 and the new bury date was 06/20… a month from when the original service was done! In the mean time the cable was cut again! Due to the fact it was exposed and unmarked. Another technician came out replaced the cable once again and confirmed that it would be buried by 06/20 still…. It is now 06/20 and the cable is still not buried and I am having the stress of having to contact the wire department again, knowing I will be lied to and get the run around from unsympathetic people who do not care at all about the service they are supposed to provide. The line has yet to be buried.  I have called the buried cable hotline MUlTIPLE times and just get the run around and get lied to.  They have constantly lied about sending someone or dates the service will be done by. ATT is a joke and as soon as I find another provider for my area I plan on changing services and recommend to all my neighbors and anyone I know to do the same! They will not call you back and the “managers” seem to think lying is acceptable and take no accountability. 

New Member

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3 Messages

5 months ago

Oh and the best part is that in the middle of this whole mess I had no internet for 3 days due to the internet issues that could be avoided by having the cables properly buried! I work from home and 3 days without internet service means no work…. On top of having to miss works, I have had to deal with multiple workers from ATT lying and not providing a solution and a issue that is still present. So I guess I have to spend another ridiculous amount of time on the phone with ATT to hope someone decides to assist and fix the issue. 

ATTHelp

Community Support

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203.5K Messages

5 months ago

We apologize for how long it has taken to get the new cable buried for you, Elorarozon.

 

Although the Buried Wire Center are the ones who will have to complete the bury for you, we'd be happy to provide a credit for the time that your service has been down due to the exposed cable. Once the cable is buried and your service is back up and running, just let us know, and we'll see what we can do for you.

 

Thank you for visiting the AT&T Community Forums. If you have any other questions or concerns, we'll be here.

 

Aminah, AT&T Community Specialist

Tutor

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8 Messages

3 months ago

I keep calling the unburied cable line and keep getting different answers. My experience with ATT on that line has been one  of deflecting and stonewalling when you call. Its always tomorrow it will be done. I think they tell you anything to get you off the phone. Today, the person I spoke to could not contact anyone who could give her an update on the timeline of burying the cable so she said she would call me back(yeah right). When I asked her if my caller ID would show ATT so I could pick up she pretended not to know what I was asking her. She finally said for me to call ATT back. So here we go again with the roundabout phone calls.

I wish I had never decided to go with fiber optic. I have my yard guy and neighbors peeved with me and the city has to cut around part of the cable line that runs to the main box. Im just waiting for it to be severed. 

ATT, there has got to be a better way to service your new fiber customers. Im a senior citizen or I would get out there and bury it myself.

Oh, and my reference # is 15084368. Maybe someone from this forum that works for ATT can give this old lady an idea when this ordeal will be resolved?

New Member

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3 Messages

3 months ago

@bellflower I had to file a complaint with the BBB in order to finally get an answer and have someone come out and bury my wire. I would suggest doing the same. It seems the only thing AT&T responds to is complaints. 

Tutor

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8 Messages

3 months ago

Elorarozon,

Thank you for your response and the tip on the BBB as I did not think of that. That action may get corporate involved. Yes ATT seems to be complaint driven to resolve anything. Always reactive never proactive. Shame.

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