Homeostasis's profile

Tutor

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4 Messages

Wednesday, December 6th, 2017 7:35 AM

AT&T Internet Problem (with PHOTOs)…6 months and counting!

IMG_4636.JPGsince August 2017IMG_4638.JPGhazard! danger!

This post is in relation (or continuation) of my previous post here: https://forums.att.com/t5/AT-T-Internet-Plans/How-long-does-it-take-to-UPGRADE-FIX-internet-speed-I-ve-been/m-p/5299796#M2971)

 

This is how our front yard looks like today.  I first called AT&T for a repair/upgrade last July 3, 2017. We were having intermittent internet connection for months and if we do have connection -- it is so slow.

 

They started digging our front yard first week of August looking for a missing internet cable. They had the wrong spot initially, so they moved to another spot and to another and now this. AT&T finally fixed our intermittent internet connection first week of November. They found out that our modem and TV + remote were not set-up properly (our AT&T Direct TV Bundle + internet contract started December of last year 2016 for $225 or more monthly!). Our present connection is better but they haven’t upgraded it yet. We are paying $40/month for Internet 12 (but they don’t have this plan anymore) and Internet 25 has the same monthly fee, so we requested for an upgrade last July 3, which is reasonable! Sadly, no upgrade yet AND we still have that big hole in our front yard.

 

I’ve called AT&T 15x since July and starting last month I’ve been trying to communicate with them through their forum. They answered my calls and PMs but they haven’t solved the problem.

 

 

2 Attachments

Community Support

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229.6K Messages

6 years ago

  Hello @Homeostasis!



 I regret to hear you have been dealing with your lawn being left in disarray. This is not what we want our customer’s to experience during a repair. I would like to help you with getting this taken care of right away since you have been waiting so long.



 To best assist you with placing a claim, I would like to provide you with a thread which will assist you with all necessary information needed. The thread is How to Report & Things to Know from AT&T. It provides you with the phone number and live chat option to report damage and unburied cables.



As for you internet service upgrade, you can do so in your myAT&T account by falling these steps: sign in to your online account or your myAT&T app > Account & services>

If you have multiple accounts, select service from the drop down at the top > select the service you want to manage > Manage my plan > Select Check availability >

Follow the prompts to view available plans, change your plan, and check out. Once you have checked out with the plan you prefer your internet package will be upgraded.




 Thank you for reaching out to us and I hope you have a wonderful holiday season!




 Traci, AT&T Community Specialist

Tutor

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4 Messages

6 years ago

Thank you Traci, I will do that and hopefully they'll take care of it soon. Christmas is just around the corner, I wish they'll get it done before Christmas.

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