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Wednesday, January 11th, 2023 11:19 PM

Serious Customer service issues

Middle of December the land line connected to the intercom system was damaged by a fire.  We were told by an At&T repairman to call and suspend service to the line until it was repaired.  Called and spoke to a very helpful agent that discussed changing the line to a voice over IP which would be cheaper and is what AT&T was transitioning too anyway.  Christine Santillanez |answered my questions and set up the new service as well as the installation service, and said she would follow this case from start to finish.  She sent me an email so I could confirm the installation time with our onsite manager at the building and we were set. From that moment on, it has been a gigantic mess. The install tech called and said we can't connect because of a the damaged line  yeah, that is why I called in the first place.  Someone would have to go and repair the line and then the internet line could be set up, wasting 1/2 a day for our on site manager..  I tried to contact Christine by email but, I have never heard back from her, she did not follow through with the promise of being the only agent I would need to speak to. Guess that is just something to say as part of your sales pitch.    I have been on the phone numerous times, speaking to numerous agents, thinking all the time all the steps were finally completed, but I have had to call back to get the next steps ordered,  and have been on hold and on the phone for hours in total.  Still being billed for the previous account... it was never suspended. Now waiting for another tech to go out and actually migrate the old land line number to the new phone system... That has to be done manually??? Really?  I asked and was told that as soon as the line was connected everything would work as before, another lie, in order for the connection to actually work for us we need to call the gate techs to set up the line.  I believe it has been almost a month since our secure building intercom has not worked.  We are now waiting for the migration appointment Jan 17.   

When will this time (Edited per community guidelines) be over.   

ACE - Expert


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