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irm2001's profile

Contributor

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1 Message

Mon, Nov 24, 2014 9:57 PM

Facilities Issue with no estimated time of completion? How is that possible?

I originally went online and signed up for Uverse internet on 11/19/2014. 

 

Before the website started it asked for my address to see if ATT Uverse is offered in my new location.

 

Once ATT Confirmed that they provide service I selected the ATT Service that suited my needs and then picked from the available install dates on their ATT Install calendar which I selected 11/20/2014.

 

I was given a confirmation that the technician will arrive from 1pm to 3pm on 11/20/2014.

 

Next day I get a call at 9am stating that they have delayed my installation due to a "facilities issue". They stated that they would provide daily updates to let me know the status of the issue.

 

I called the next day since I was not updated regarding the installation date, the person on the other line would just say that their was a "facilities issue" and that there was no estimated installation date. 

 

I don't understand how a company with the legacy such as ATT can not provide an install date or even a reason as to why they can not provide service. I just keep getting the same generic explanation over and over. 

 

It is now 11/24/2014, I have moved in into my new home and I am not being provided Internet services. I've been trying to get an answer from ATT but their customer service although polite, just regurgitate the same information without actually helping me by providing useful information. 

 

The frustrating part is that my neighbors have ATT Uverse internet installed and there have been trucks around the property attending other customers.

 

I just feel that there is no urgency and my case has not been properly escalated.


Has anyone else experienced this terrible situation and can share how long it has taken for ATT to finally provide their services?

Tutor

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8 Messages

8年前

I had the same thing happen to me when I ordered my service online! Same exact thing!! My install was delayed a week but they finally got it installed...

Community Support

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6.7K Messages

8年前

 

Hello irm2001,

 

I apologize about the delay with your installation. I can help you investigate the current status and work with the teams involved in your area to make sure your installation is completed. Please send me your account number along with some contact details to ATTU-verseCare to begin researching.

 

 

SadathCS

ATTU-verseCare

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