Horrible Customer Service - Internet

Maybe one of you can help me. My family and I have been loyal AT&T/DirecTv customers for 9 years. Unfortunately, it may be time to make a change. We have the bundled service with DirecTv, 5 mobile phones with unlimited plans, a home phone, and internet service totaling about $700 per month. Here is the problem: our internet service is extremely shaky. We have the 50Mbs service and routinely get 25-30Mbs when we test it. We called AT&T around the first of April to complain. They explained that given the number of devices pulling on the signal, we need to upgrade. It made sense since we have a lot of wireless/smart devices in our home. We agreed to move to the 1000 fiber service, but the earliest we could get this service was 4/17. We agreed. Approaching the 17th we received calls confirming our appointment, but on the 17th our service was delayed postponed to today. Obviously, we were frustrated but agreed. Today the tech called saying he was 30mins away. 30 mins later he called and asked for our address. We have been in the same home for the last 12 years with no change of address. We get all the bills at this address and all of the service has been at this address. The tech tells us he has a different address that starts with the same house number but is on a different street in a neighboring city! He says he can’t come to us because we are more than 5 miles away and he can only travel within 5 miles from the address in his system. He asked that we call dispatch to make the change and request they “create a repair ticket scheduled for today”. I agreed. I have spent the last 5.5 hours trying to get the address corrected. No one has been able to make the change. Apparently, someone at AT&T changed our address during our call in April. We have never been to, nor know anything about this erroneous address. Here’s the kicker: they claim they can’t have a tech come to our address until the address is corrected. Mind you, they have been to our home for multiple service upgrades and installs in the past! Furthermore, they now claim that the fiber service isn’t available at our address. Now they tell us that they have to process a move request before and then must set up an installation that won’t happen until next week!

This is unacceptable. I plan to post this to AT&T forums and other networks (NEXTDOOR, Facebook, Twitter, etc.)

Some names I spoke with today over the last 5.5 hours that have been unable to solve my problem are:

• Jade, Technical Support Manager

• Rose, Tech Support

• Nakia, Customer service

I am still on hold with Jade, the Technical support manager.