"No Ports Available" after refusing to pay another mans bill
Below is a message I sent ATTCustomerCare today. The only thing missing is my contact information which I removed for security reasons from this post, but it was indeed there. The response from AT&T:
This does seem like a frustrating experience for you. I'll be delighted in helping you in
getting your issue resolved. Provide your account and contact information.
Flower K- Social Media Specialist
Clearly- a reading and comprehension issue is running rampant with CustomerCare reps. Has anyone else had this issue with any type of satisfactory result?
"My family and I moved into our home 2 years ago this October. Since then, we have received nothing but the run-around from AT&T regarding DSL service. It has come to the point that I can no longer sit quietly and do nothing.
The day that we moved into our home we watched the previous owner literally unhook his equipment and walk out the door. We called the next day to set up service and were told we had two options. We could either transfer the account which meant we would have to pay this mans outstanding bill to put it in our names, or we could call back after he canceled his account and set up new service. Well, clearly we weren't willing to pay Mr. Taulbee's outstanding bill and opted to call back for service. We contacted Arnold and he canceled service that night. We called back the next morning to set up service and were told it wasn't available! EXCUSE ME? This went on for over two weeks. Phone call upon phone call and no results, they even went so far as take payment information from my husband and set up a time for installation only to call back and have to cancel it saying that though the system showed "green" we couldn't have service because "all the ports are full"...again, this goes on for a few more days before we had to make a decision on internet as I was homeschooling our child.
More recently I started calling to check on availability since it's been two years. It started with a call to Candace who said yes DSL was available in our area and transferred me to the department to set up service. I spoke with a Candi next who said no, service was no available but I would get a call back to see why. When I didn't receive that call I called back and spoke with a Kerri in Rochester, NY who said we needed an address validation because she wasn't sure why if service had been in the home we couldn't get service again. Kerri supposedly created a ticket number *** for this and said I should receive a call back in just a few days otherwise, call AT&T in 5-7 business days if I hadn't heard back. Well a week and a half later I hadn't heard back so I called AT&T and spoke with a Kim who said the previous rep created a UVerse ticket not DSL and that she would escalate this to a "back office" whom she had spoke with while on the call and they had supposedly "assured her we could get service" and that she'd call back personally or someone from the back office. Well as of 8/27 I hadn't heard back so I placed another call to AT&T and spoke with a very rude woman named Sam. She spoke over me, basically accused me of lying and said there were NO notes on my account or under my name or under a phone number even. Interesting, that later on she offered to have a supervisor review the notes and call me back. I was so agitated I just hung up and called immediately back to speak with a Norman. Norman apologized for the previous rep and was magically able to see all kinds of notes on the issue. He apologized and said he doesn't know why the ports are showing full even though again we were in a "green" area. Said there was some sort of program working on making internet available but currently they couldn't offer us anything. Asked if we were AT&T cellular customers- which we are, and then suggested we just use our phone as a hot spot for internet usage. Why should we have to increase our cell phone plan to include more data when service at our home should not be an issue? Again he offered to have a call back performed in 7-10 business days etc and so on. Guess what, it's now September 13th and I've still heard absolutely zilch from anyone at AT&T.
We do have our cell service through your company and also happen to be DirecTV customers as well. We would love to have all of our services in one place. At this point, I feel that I need to contact the BBB and go to social media. Maybe perhaps while ironing out our own personal issues I can manage to save someone else the headache if they can avoid being in this situation. The truth is that if there were any other option for internet aside from HughesNet or AT&T- we'd take it. But, there just isn't any other option. We are displeased with HughesNet and not exactly happy with the fight we've had to go through in trying to give even more of our hard earned money to AT&T. Please contact me as soon as possible."
[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]