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jimmy41281's profile

Tutor

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4 Messages

Tue, Mar 27, 2018 1:03 AM

Complaints Horrible Service for upgrading current internet speed

So I am very disappointed with how my service call was handled. I scheduled an appointment 9:00-11:00 am 03/24 Saturday so I would not miss work. I waited till 12:00 before contacting someone through they online chat and was told tech is working on lines outside and should be here soon. At 1:30pm someone finally called only to tell me tech had been running late and if I still wanted service for this day. I agreed to wait for tech who showed up just after 3:00pm, he came in saw my Pace PLC 5268AC Gateway and was confused because his ticket was for new install. I've had my service here for 5yrs now and was only requesting a upgrade in speed since my community now gets 45mb were as before max was 25mb. So tech tells me this should be quick cause he just has to verify pairs outside are connected. After watching him go up and down my street and around the house for 45min like he was lost he left in his van only to come back and tell me there was a damaged pair and needed a linesman to repair before service could be installed. I checked the D-mark on the side of the house thinking this speed upgrade needed 3 or 4 pairs from the direct burial cat5. I found that the tech was only trying to find a 2nd pair, there is 4 pairs in a cat5 so I was little upset this couldn't be done because the blue pair was damaged. The green and brown pair hadn't even been toned or touched to see if they were good. Sunday morning I was awoken at 8:15 by lineman tech calling to say he was on his way. He fixed issue by 10:30 and asked me to contact customer service to report issue was fixed and installation could be completed. I did so and was told that installation tech was aware and was scheduled to finish install that same day and would call when on the way. So I waited till 2:00pm before contacting someone only to be told that there was a misunderstanding and that I needed to schedule a new appointment to finish install. This angered me even more so I finished the connection of the 2nd pair at my D-mark and confirmed it inside at modem. I've been a technician in the commercial and luxury home automation field for 18yrs now and setup AT&T and Comcast modems/gateways all the time. I then called tech support to have them activate my new speed and was told that a tech still needed to come inside to activate the speed when could I schedule another appointment. So now I've wasted my whole weekend and still was not able to have my service upgraded. I refuse to waste anymore time with a scheduled tech and would cancel my account if it was not provided in my community through a contract with the association. I will just cut my speed upgrade completely from the 25mb I pay to the 3mb provided in contract and just get Comcast internet. I was looking forward to the fiber upgrade that is coming to my community soon but after this I don't even want to deal with AT&T anymore. Oh and to top it off I'm sent a email at 8:30pm March 25 with my new bill. Prior to this requested upgrade I was paying $71.76 after account charges and was told this upgrade would be $65-70 before account charges. I can not explain how upset I am with this service being provided, being a service manager that deals with customers all the time I would be embarrassed with all field of this services being provided.  

http://ahtglobal.com/

Screenshot_20180326-204256_Adobe Acrobat.jpgPrevious Bill 1Screenshot_20180326-204316_Adobe Acrobat.jpgPrevious Bill 2 Screenshot (241).pngScreenshot (242).png

 

 

4 Attachments

ATTHelp

Community Support

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195.7K Messages

4年前

Good Morning @jimmy41281,


Welcome to the Community Forums!  I can understand why your experience was concerning to you.  I will be happy to assist you with this issue.


I will be sending you a private message to your inbox in a few moments with more specific information and questions. 


I look forward to your reply.  Have a great day!


Donna V, AT&T Community Specialist

Tutor

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4 Messages

4年前

I love the fact that someone from AT&T comes on here and says they are sending a private message shortly and almost 36 hrs later I still haven't received a message. You would think that after my ranting that any response would of been given in a timely order and not make a statement and follow through.

ATTHelp

Community Support

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195.7K Messages

4年前

Good Afternoon @jimmy41281,


Is it possible you can tell me the technician's name?  Although you are submitting the complaint to me, I need to fill out a report so the complaint gets to the proper department.  Also, did you by any chance get the truck number?


I would really appreciate your help on this.


Donna V, AT&T Community Specialist

Tutor

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4 Messages

4年前

No I did not get the techs name or the truck number but I do have his phone ***. I decided to give AT&T another chance and set appointment for this morning 8am-10am. No one called again, tech didn't show up till 2pm. After he finished connections I'm now being told the line still needs to be repaired/balanced and would have to deal with a 6mb down 1-2mb up till line is fixed (see attached screenshot). I told tech to revert how service was prior and I'm being told that will cancel my order for upgraded speed. Thank you for trying to assist but I'm just going to give up with AT&T.Screenshot (253).png

 

[Edited for privacy-This is a public forum. 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.]

ATTHelp

Community Support

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195.7K Messages

4年前

Good Morning @jimmy41281,


I am so sorry this happened.  Did the tech revert the service for you or did he say you had to schedule a service call for this?


Have the service techs been different techs each time they have been at your house or are the repairs being done by someone different?


Donna V, AT&T Community Specialist



Tutor

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4 Messages

4年前

The tech did restore service as it was prior and the order was canceled because service had to be changed back to 25mb. All 3 visits have been different techs. The 1st and 3rd tech were installation techs and 2nd was a line repair tech. I decided to just order internet service from Comcast and take my AT&T services to the bare minimum. 

ATTHelp

Community Support

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195.7K Messages

4年前

Good Morning @jimmy41281,


Thank you for letting me know.  If you need any other assistance, please reach out to us on the Community Forums. 


Have a great day.


Donna V, AT&T Community Specialist

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