Skip to main content
AT&T Community Forums
Announcements
The epic new Samsung Galaxy S21 5G is available for preorder now!

Teacher

 • 

6 Messages

Sat, Apr 7, 2018 3:29 AM

Technician Never Showed Up

 

Let me begin by saying, at this point, if I had ANY other choice for my internet service, even at twice the cost, I would use it. Unfortunately for me, it appears I am at the mercy of AT&T. I signed up online to have internet installed. I was told to be at my home between 12-4 on Friday afternoon, April 6. My husband took half a day off work, and waited 3 and a half hours, patiently and hopefully, for the technician to arrive. At 3:30, I encouraged him to call and check on the technician. After spending approximately 30 minutes on the phone with someone, he was assured we would be contacted by phone about the arrival of the recognition. He was also told, the technician would be anywhere from a few minutes to an hour late. We received no phone call and no one showed up. When 5 o’clock rolled around, I called and spent another hour on the phone, only to be given the promise the technician will show up, and we would receive a phone call. It’s now 6:40...still no call...still no technician. So, we have now waited 6 hours and 40 minutes and spent an hour and a half on the phone. I feel like I’m doing all the work, but I have to pay AT&T. It makes no sense. I asked, at what point do we give up and decide no one is coming. We were told to just wait. Please let me know how this is appropriate. I can honestly say, I have NEVER been so frustrated with the lack of customer service in all my 52 years of living. Clearly, my time is not valued at all.  Update-it’s now 10:30 pm, and we still haven’t heard a word. According to the customer service rep, we should just continue waiting, and he couldn’t give me a time we should give up waiting. 

Responses

Contributor

 • 

1 Message

2 years ago

7-07-19; Count me in too. They set the appointment up, between 12 & 4 for 7-7-19. Wait around the whole day, then after 4 I call & they say the tech is running late, he be there & call me ahead of time. I call again at 5:50, & they say he's not coming would I like to make another appointment. I reluctantly made one for 7-10, between 4 & 6, of which I'll have to leave work early. My thinking is, what makes me think they'll show up then. The song & dance story that keeps you waiting even after your time slot is what really ticked me off the most. You'd think they'd care about what the reflection on their business is, for treating their customers this way. 

Teacher

 • 

5 Messages

2 years ago

File with the attorney general.

They change their tune and show up when you do that. That's what I had to
do after them canceling and ghosting me for a month after i moved in!

Contributor

 • 

1 Message

2 years ago

I ordered my ilnew internet service installation for Tuesday Jul 9 11:00-13:00. The tech never showed up. I didn't receive any call regarding status update. There was a marketting guy went to my house on Saturday and told me an offer for their fiber optics internet. I thought I would get a good deal for better speed and same price but seeing how this no show up issue here I better keep my current service provider

New Member

 • 

1 Message

a year ago

on my third reschedule now. Was scheduled from 9am to 11am. Then was told 3:45-5. Now says before 8pm... first two times I missed work and tech never showed up. This time I left family vacation early to finally get this finished.

Absolutely furious right now.

New Member

 • 

1 Message

10 months ago

Weeks ago we signed up for AT&T fiber, to save money as our only other option for Internet was getting too expensive. After going through 4 different installation appointments, some of which getting off work early for, no one has shown up for the modem install. After a week, we finally had gotten the cable connected to the exterior of the home but that is it. When we called the final time and asked for the supervisor, we were told that the local dispatch had an issue on their end and couldn’t even give us a timeframe for reschedule, but would just call us when it was fixed. If they wouldn’t call us once in the 4 appointments, I knew we would never get a call this time, which means we would never get internet. I never would have thought they would care this little about new or potential customers.

New Member

 • 

1 Message

Joining the club.  June, 25th, 2020. My situation is unique because of COVID, so I expected to give out a bit of leniency.  Recently moved to a complex that was just newer and better than my old one.  The place is all rigged with ATT fibre, all ready to go. All the neighbors have ATT and DirectTV. I figured I'd ditch XFINITY and go with ATT.    

 

The technician arrived earlier on the day he was scheduled. I was surprised and delighted. He set up everything, was friendly and we bantered the entire time.  Then the problem came when he left.  See, he had to send out a helper ticket. Apparently, I have some funky wires outside in the box that need updating.  I thought this was funny, seeing as nobody in my building has any issues and, certainly the previous residents who also had ATT fibre hadn't been gone THAT long?  I said whatever and agreed andthe technician said, "The truck will be out today, they should finish and you'll be up and running in no time." 

 

Even now those words haunt me. 

 

See, the truck showed up hours after the tech left.  He didn't come to my door to introduce himself, and I might not even have known he came had I not been anxiously staring out the window. (It's quarantine with no internet, the windows are my streaming service at this point.)  

 

He got out of his truck and got back in several times in between going to the box and doing whatever it was he thought he was doing.  Then, after an hour of leaving and coming back, he left for good.  I was a little baffled. Certainly my service is all done! So, why isn't my router giving me all 3 lights...why can't I stream The Sopranos on HBOMAX?   No...internet..

Confused, I call a customer service rep who explains that "Oh, he had to call for further assistance. He'll be back by nine tonight, and if he isn't back by then, he'll be there at 10 in the morning. Rest assured, your service will be established tomorrow."  

 

I went to bed with high hopes. Awoke at noon, no internet.  I'm not terribly anxious at this point, so I wait around until about 2 in the afternoon. I call again, this time its a different story. "Oh, he is working on it now. They'll be done at 3 PM."  

 

3 P.M. comes, then 4 P.M.  I am never a terrible person when talking to reps, I am always polite. Being a former representative myself, I know what people are like so I try to be polite. But, I am exasperated -- that's for sure.  I've obviously been lied to, so I call again.  This time I talk to a lovely lady who isn't sure she can help me, so after 40 minutes of chatting with me, she transfers me over to a woman who simply says one thing: "They will get there when they get there." 

 

Well, LINDA, thank you. I am very aware but you must understand that I need internet. I waited two weeks to get my router, only for it to be useless. I am told to wait 24 hours for the technician to arrive. 

 

Here we are today.  No technician.  I called, of course, and was told this time that I must get an appointment for July 7th.   INCREDIBLE! I am laughing with mania at this point. Two more weeks of waiting for internet.  I argue, more than I have to anyone in customer service. I demand to know what exactly is even WRONG with those naughty wires.  Nobody can tell me anything.  I surrender to July 7th. Fine, fine, as long as I get internet. 

 

Then, I get a text saying July 8th is my Installation date. I am balding at this point from stress, so I click the link to reschedule, and I am praying the option for July 7th is still open.  But, what do my eyes behold? JUNE 30TH IS OPEN?!  Laughing with bliss, I reschedule the date and get a confirmation that yes, I can get a technician on June 30th, between 11 AM-1PM.    I just think that's a real circus event that I had to go through, honestly.  It's so laughably awful, that I regret having a need for internet or a want for super fast onling gaming speeds. 

 

I hope and pray to God, Zeus, Allah, and whoever else is up there that the technician actually comes and that I can finally get that sweet, sweet internet service...

New Member

 • 

1 Message

3 months ago

Oh great so I guess this is happening to me too. Today’s date is October 6, 2020. The technician was supposed to come yesterday October 5th they never came so I called the guy I ordered service from and he rescheduled for me and it’s almost the end of the time frame 11-1pm. It is now 12:59 and nothing no call or text. At least yesterday I got a text saying tech was running late. Today I got nothing. I can live without WiFi, but both my kids can’t do online classes. This is so frustrating wow. I wonder if there’s any way I can cancel my contract...spectrum is coming to fix my WiFi on the 10t of October so I might just wait before canceling with them. Spectrum made me wait 14 days to come out, but at this point spectrum might be faster 

Brand User
ATTHelp

Community Support

 • 

144.6K Messages

3 months ago

We'd be happy to help you out, @Dreamer212!

 

Are you still waiting for the technician, or have they made it to your home yet?

If not, let us know, and we'll do our best to get someone out to install your service ASAP.

 

We'll be awaiting your response!

 

Aminah, AT&T Community Specialist

(edited)

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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

2 months ago

had exactly the same thing today....so i cancelled and the one guy of many i spoke to was a camplete nasty (Edited per community guidelines)! he is why i called back after he put me on hold that turned into a dropped call! and cancelled! stick you 12 month contract and fiber up you (Edited per community guidelines)....will stick with (Edited per community guidelines)ty spectrum....but at least i can call a human and they dont lie.

(edited)

New Member

 • 

2 Messages

2 months ago

i had the same issue today 11 to pm lol i kept calling as i am wasting my only day off work! nothing....till 6.20 pm ....oh we will not get to you today!!! i spoke to a guy and asked to cancel ....oh i need to transfer you to cancelation! what i have no bloody service! ...how long is the wait....i do not know and he continued with nasty remarks and finally put me on hold with no have a nice day or anything! oh after 15 mins the call dropped!!! that was it....this put me over the edge....i finally got in touch with a nice lady in the same position as the nasty guy before....she totally understood and cancelled my (Edited per community guidelines) account! so the guy before her could have also.............terrible company and stick you 1000 where the sun does not shine and i will be sure to share this with my friends and family! what a pathetic service and thanks for wasting my day off.

(edited)

New Member

 • 

3 Messages

a month ago

Same (Edited per community guidelines) still happening in 2020... today I had a appointment from 1pm-3pm and now it’s 10pm... ridiculous.

(edited)

Get started...

Ask a new question