moxiep's profile

1 Message

Tuesday, November 28th, 2023 10:26 PM

Why does AT&T Internet maintenance team (Edited per community guidelines) so much?

It's been day five since my Internet was down. They kept making up lies on how they were unable to come and fix my Internet for me. There was constantly covering up in the costumer service team--telling me there is an issue. On Sunday 11/26/2023, when they were supposed to fix my internet, they lied about 4 times on when they could come, each time was different. I don't trust their ability or work ethics at all. Run from this provider!

Community Support

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229.6K Messages

3 months ago

Hello @moxiep,

 

Thank you for reaching out to us! We understand the importance of a reliable internet connection. This is not the experience we'd like you to have, and we would like to turn this around.

 

This could also be an issue with internet outage, we recommend that you check for the reason on our website about check for Internet outages.

 

You can sign up for updates about your outage, and we’ll also let you know when it’s over. Here’s how: 

  1. Sign in to http://sm.att.com/ae84d349.
  2. Select Get text updates now. (You’ll only get alerts for this outage, not future ones.)

Please note, based on the issue sometimes it takes little longer to fix the outages, but our team is working on the fix at priority. Your understanding is highly appreciated.

 

Please sign up for the updates, like this you will be notified when the outage is fixed.

For further assistance, we are always here to help!

 

Thank you for contacting AT&T Community Forum.

JennieW, AT&T Community Forum Specialist.

ACE - Expert

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31.8K Messages

3 months ago

@moxiep 

The customer support agents have no direct contact with the techs. They work in a call center likely in another state or outsourced out of country. All they can do with a known outage is to give the latest status update. They are not the techs or the dispatch center putting that info in.

Now if the issue is not your area but your own personal connection, then likely there is an issue either with availability of techs or needed equipment/parts if they did not meet a scheduled service call.

Point is whether an actual issue or bad info shared from the techs, that is not the fault of the customer support agents you've spoken with. Just because they are the ones you can speak with doesn't put them to blame.

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