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1 Message

Thu, Aug 8, 2019 4:20 PM

Need appointment to set up internet service, can't get a supervisor

The offshore customer service reps RESIST transferring a call to a supervisor.


Twofold problem: I need to have the install date for internet service sooner than the date the scheduling system provides. AND, I want to know how to get connected with the people who can help and not repeat a script over and over again when I ask to speak with a supervisor.

I was advised to cancel the previous account held by a deceased relative and establish internet service in my name. After spending 3 calls over 2 hours on the phone speaking to off shore call centers in India and South America I finally got a supervisor who told me the account was cancelled and to call back today. (This time commitment does not include the time on 7/9/19 when I called to report the death and cancel Directv and subsequently following the instructions that didn't work and the advice I was provided on 7/9/19.)

I've been on the phone for 1 hr and 20 minutes so far. I called to set up service and spoke with a rep in El Paso, Tx who set up the new service, gave me an install date in 6 days which I will not be in the state to meet the technician. FINALLY, connected to a supervisor who is helping.


Brand User



108.6K Messages

7 months ago

Hello @NeedAHuman,

We understand you were having some issues getting service installed. Don't worry we can help figure out whats going on here.

Was the supervisor able to get your issue resolved? Please let us know so we can help address this issue.

Looking forward to hearing from you.

Charles, AT&T Community Specialist

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member


2 Messages

I need internet service appointment

ACE - Professor


1.1K Messages

For service, you need to call 800.288.2020 to schedule. You can't do it through the forums.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.