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New Member

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22 Messages

Saturday, October 22nd, 2022 3:07 PM

Tower problems -- the saga continues

In mid-September my AT&T Fixed Wireless internet download speeds tanked (think 3G speeds), while my upload speeds remained okay.  After two service visits, a replaced gateway, and numerous calls & chats with Support I was finally told that there was indeed maintenance going on at the tower, with expected repair by 10/9.  That day came and went, and on 10/18 I called again.  After some back & forth I was told that the case had been escalated, that someone would be dispatched to the tower within 24 hours and that a "manager" would contact me within 72 hours.  Didn't happen.  The "AT&T Community Specialists" who monitor this forum told me that they are unable to check the status of any attempts to fix the problem.    Somehow I expected a more integrated support system from a multinational communications company...

New Member

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6 Messages

4 months ago

Having almost the exact same scenario and responses.  Have 2 others within 1/4 mile of me who also have the same story!  Absolutely no support and no resolution!

New Member

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6 Messages

4 months ago

And I also have a 'ticket' number reportedly related to escalating  the investigating of  the 'tower issues'.........that no one seems to be able to check the status of.

New Member

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22 Messages

4 months ago

@tawill: Sorry for your loss...   

When pressed, they told me "That ticket number was the case number that has already been closed. That doesn't mean that the ticket for the tower repair has been closed. The technician or engineers that are working on the towers will have more information concerning the status of the tower repair."

hughworley

New Member

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13 Messages

4 months ago

I been without att service for my fixed wireless since August 22nd 

I had 3-4 outages since June and the tech support has been the worst with giving me the run around and when they tell me a technician is on their way to see they cancel every time and say their is a outage followed by me calling about the outage who then say their is not a outage and the cycle continues. 

New Member

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22 Messages

3 months ago

Another wasted hour on the phone with Bangalore.  Round and round with no progress & much rehashing of troubleshooting that gets nowhere...  Ultimately I asked for the next level supervisor and was connected with someone who was even less helpful (and spoke worse English).

New Member

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22 Messages

3 months ago

Apparently there is no mechanism for a customer with an ongoing unresolved problem to find out if anyone at AT&T is aware that the issue still exists or if anything is actively being worked on...

New Member

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22 Messages

3 months ago

I had the illusion that the ATT Community Specialists here could help resolve my problem, but in the end, they could not.  Then, when I replied in frustration using ALL CAPS, they closed the chat...

New Member

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22 Messages

3 months ago

In a last ditch effort to get help, I went to a corporate store.  They had no mechanism to do anything useful, but suggested calling AT&T "Loyalty."  I did, and was told that they could only help with Wireless issues and not Internet.  I was told to call Support - i.e. back to square one after weeks of trying to get service restored.

Next step: FCC Complaint.

New Member

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22 Messages

3 months ago

I filed a FCC Complaint about my subpar download speeds.  I received a response from the AT&T "Office of the President" aka FCC complaint response department.

I still have no resolution to my problem, but I did learn a few things about AT&T.

- Someone at AT&T is aware of the problem, and they know that multiple customers in my area have the same issue. (<10Mbps download)

- AT&T has no idea when (or if) the problem will be fixed.

- They will give me a 20% discount for my 90% lower speeds.

I still don't understand why, when I call Tech Support, they are not aware of a larger problem and insist on troubleshooting my system each time.  None of them have been able to see tower tickets in their system.  The contractor who comes to my house for service has known about this problem since mid-September.

tonydi

ACE - Guru

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9.6K Messages

3 months ago

They don't know about a larger problem because they aren't given access to that info.  That's not what AT&T wants them to do.  Hear your problem, read you the info on the script that supposedly matches your problem and then either send you a tech or equipment if the script doesn't work. 

Now, the phone people themselves also have a goal...keep their jobs.  Since they are evaluated by a stringent set of performance metrics, they need to get a result as quickly as possible and get you off the phone.  That's why they'll often just lie to you so you go away, or promise a call back that will never happen.

The whole infrastructure at AT&T is fractured into groups that often can't talk to other groups.  It's almost like those top secret projects in the movies where nobody knows what they're working on, only their specific part of the project.  The contractor sees the problem first hand, but he has no idea what plans may (or may not) be in place to remedy the problem.  He may offer things he's "heard", but again, has no real knowledge of all of those other parts of the project.

(edited)

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