puppetmaster92's profile

New Member

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8 Messages

Saturday, November 5th, 2022 10:34 PM

Terrible Customer Service

I making this post mostly to rant so I can let out some steam because I feel like this is a company problem rather than with the employees. I don't think there is anyone I can talk to that can make things better. I have DSL and for the past 2-3 years every time I lose internet access it turns out it's a bigger issue that can't be resolved with troubleshooting over the phone or a simple technician visit. When that happens there is a breakdown in communication and customer service. What makes it worse is that reps always upsale you on how helpful they will be. I've been told multiple times that I would be kept in contact with until my service was returned and that never happens. Talking to managers doesn't even help. What is worse is you get told how sorry everyone is but not enough to rectify things. As an example, a technician told me he didn't have the part to fix the problem so another would come by that day or tomorrow to fix it. I call in when nobody shows up, I'm told that the ticket had been messed up so they gave me an appointment that was a week or more away. Mind you my first ticket had already been a long wait. You would think they would make you a priority but they don't. I try a manager nothing changes. Even getting credit on your account turns into hassle. I was told two times the process would be automatic and it wasn't. First few times it was done incorrectly. And when you're on phone with billing they're trying to sell you products.

Same thing is happening now. I've been having internet problems since September 28. After my internet was "fixed" my service kept on dropping. I receive a call saying they discovered a problem with my connection, it would be resolved in a week and that I would get a follow up call. After that call I basically lost internet service then had to call in after the week passed after nothing changed nor did I get the phone call I was promised. I call in I ask for a supervisor but she can't find anything so gives me a repair appointment. She calls me on the day of the appointment to say it is cancelled because the problem is a cut line. This was on Monday, and supposedly it should be fixed by Friday. She tells me she will contact me again (does not). Called in today and I can't get a straight answer on why the problem is not fixed. I'm getting the same song and dance they can't see anything on my account so I have to setup another appointment and of course they will call me to keep me updated. This appointment is for Wednesay. Of course they are sorry but not enough to consistent or considerate.

ATTHelp

Community Support

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207.4K Messages

3 months ago

We're sorry to see that you've had an unpleasant experience with your service and finding a resolution with our support teams, puppetmaster92!

 

The Community Forums team would be glad to take over and help you get your Internet up and running! If anything goes wrong with your appointment on Wednesday, just let us know, and we'll do our best to help you.

 

If you need assistance with any other aspect of your service in the meantime, we'll be here.

 

Thank you for contacting the AT&T Community Forums team!

 

Aminah, AT&T Community Specialist

New Member

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8 Messages

3 months ago

Here's an update. My repair appointment was today, received a call from the technician saying he was on his way to my building. Not only was my internet service not restored the technician left with out even contacting me to tell me what was going on. Don't you just love that AT&T professionalism. I had to call in again just to be told that they are still working on the same problem, a down cable, that was supposed to have been fixed any day now for more than two weeks. Did the supervisor who talked me into making a useless appointment call me like she said she would nope. But everyone is always sorry.

ATTHelp

Community Support

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207.4K Messages

3 months ago

We're sorry to learn that your Internet still hasn't been repaired and apologize for the lack of communication, puppetmaster92.

 

In situations where a line needs to be buried, we have to wait until that's resolved before we can work on a repair. You can check on the status of the line burial by calling the Buried Wire Center at 800.924.9420. They're available Monday through Friday between 8:00 AM and 6 PM (EST).

 

We appreciate your patience in the meantime.

 

Thank you again for reaching out to the AT&T Community Forums.

 

Aminah, AT&T Community Specialist

New Member

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8 Messages

3 months ago

How do you even know that a line has to be buried? You didn't even offer to check my account or anything.

New Member

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8 Messages

3 months ago

Second update. My internet connection was supposed to be restored today it was not. The service rep who promised to call me everyday with an update did not.

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