New Member
•
3 Messages
Problem with order for internet
I have been trying for 2 weeks to get new internet service and have had 3 techs come out for install and repair. They say they cannot complete the install due to a problem with the order and that there's no signal being sent to the outside wiring. I have called at least 12 times, spent at least 7 hours on the phone with customer service and managers and have waited at home for techs to show up for many hours each time 6 different times... each time, they say there's a problem with the order, but none of them know exactly what the problem is. All they know is that the order was not being completed because there is "a problem with the order". They say there is nothing wrong with the billing and nothing wrong with the wiring and nothing wrong with the service area/location. We cancelled the first order so that we could start over fresh with a new order and there is a problem with that order now too. One tech told us that this is not the first time he has heard of this happening, so it's nothing new. Now, after over an hour on the phone again, they are saying that another tech is scheduled to come out again next week and the problem is fixed. Any help from upper management to make sure this service installation gets completed would be greatly appreciated. Thank you!
ATTHelp
Community Support
•
231.3K Messages
1 year ago
We're sorry to see that your Internet installation has been so troublesome, cwarnick1!
Let's see if we can get your service up and running when the technician comes out next week. If for any reason they're unable to install your Internet, let us know, and we'll be happy to assist you.
If you have any other questions or concerns in the meantime, we'll be here. Thank you for visiting the AT&T Community Forums!
Aminah, AT&T Community Specialist
0
0
cwarnick1
New Member
•
3 Messages
1 year ago
The tech was there today for 5 hours and checked all of the wires, made a few corrections with the wiring and brought a new box/device. The install/service is still not complete and working due to another "problem with the order". They say it's been escalated again, but still not fixed or working. Please let me know who I can contact to get this completed. It's been 3 weeks now, surely there is someone at AT&T that can get the internet service working without there being a "problem with the order".
0
0
cwarnick1
New Member
•
3 Messages
1 year ago
Update... The same tech, Derrick, from yesterday called me today and said that he looked into our situation again last night and wanted to know if he could come back today and try something different. He spent a few hours there today and finally the internet is working. He was able to talk to and/or message someone at AT&T that was able to help and together they found the "problem with the order" and got things up and running. We are so happy that Derrick wanted to help and didn't leave until it was all fixed. He has been the best employee at AT&T that we have seen and talked to that didn't give up or pass us along to someone else. Thank you!
(edited)
0
0