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Jaredk96's profile



2 Messages

Thursday, September 13th, 2018 12:34 AM

I have not even been installed and already want to cancel.

I ordered services back in August, set an appointment date to have fiber 100 installed on August 31st and during the tech's installation was informed that there was an issue with the fiber line in my neighborhood and that the contractors were to blame. I was told by the tech that a ticket was put into the system and that a repair technician would be out to repair the line that same day (and as a worst case scenario, the very next day). I could deal with that -- things happen. 


Saturday passed and I never received a call or any update what so ever, so I called in and asked if I could now have my installation scheduled. The customer service representative (calling in at 800.288.2020) proceeded to place me on hold checking back in periodically for 30+ minutes while they waited for an update from their "Engineering department". I waited patiently and was eventually told that they are going to have my request sent to the escalation department. I sat on hold with the next guy for about an hour waiting for him to contact the engineering team. He eventually said he got in touch with them and that they would have it done by close of business the following day and that I would receive a call from him again to have my install rescheduled. I received no phone call.


I called back in periodically last week and got the run around, sitting on hold for over an hour time and time again at the previously mentioned support number. I have a fiber line running from my front yard, alongside my house and into the back yard where it connects to a box that is attached to the side of my home and this has been sitting there since August 31st. I cannot mow my lawn and have a ticked off HOA at the moment. I keep getting calls from AT&T now, which is almost patronizing at this point, basically calling to inform me that they have no update... I ask these people time and time again if I can have someone sent out to my home to temporarily remove this line sitting on my lawn and keep getting the run around. 


I currently am using an unlimited T-Mobile LTE Hotspot and I am almost CERTAIN at this point that going with AT&T for fiber services is going to be a mistake considering the issues I have had in the past couple of weeks. I can't get in touch with anyone directly that has information regarding my dilemma, just the same people I've been in contact with who have to put me on hold while they wait for their inquiry to be answered by another department. This is unacceptable in my opinion. 

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