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816LAU's profile

Tutor

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6 Messages

Mon, Jul 15, 2019 3:10 PM

Repair - Down Line

Dangerous down power line in a yard with children. I can not get someone on the phone to help. The customer service is terrible for such an important issue. No other company will touch ATT wires and lines so this is 100% an ATT problem. 

Tutor

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6 Messages

2 y ago

After posting I was contacted by their business department and I gave them the info they requested only to be told I had reached out to the wrong department. ATT is not doing well with customer service requests. I do have cell service through ATT. This experience will strongly effect my decision to continue service with this company. 

spoom2

ACE - Master

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12.7K Messages

2 y ago

If it's a phone line it is not power.  There's not enough voltage or current in a phone line to hurt anyone, if you're well grounded and touch a bare wire you'll feel it, but that's about all. Follow the directions in this link

Tutor

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6 Messages

2 y ago

Children are taught not to play or touch any downed wire. It is unacceptable that they can not play in their own backyard. 

Tutor

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6 Messages

2 y ago

Additionally, this link was my first course of action. I was transferred 7 times to unhelpful departments and sent back to the main automated line every time they transferred my call. This is not a helpful customer service link, as it does not solve the problem. 

spoom2

ACE - Master

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12.7K Messages

2 y ago

Did you say "Line Down" as per the instructions?  Also I'm a customer like you this is a customer to customer help forum.  I was just informing you that there was no dangerous voltage on a phone line since you called it a dangerous power line.  Your instructing kids not to touch any downed line is good parenting.  

ATTHelp

Community Support

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172.3K Messages

2 y ago

Hey @816LAU,

 

There's a specialized team that helps with these requests and they have the tools necessary to assist with matters like this. As @spoom2 stated, you must follow the instructions in that link. We apologize for the inconvenience.

 

Thank you for contacting the AT&T forums team!

 

Rury, AT&T Community Specialist

Tutor

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6 Messages

2 y ago

I was on the phone for over 1 hour and transferred back to the automated system 7 times. Your method of solving these problems in insufficient and inconvenient. I do not have an account number, as the lines are no longer in service but must be removed for safety. There is no method to report this without an account number. You should create an account number for Line Down Reports and make that public so that people can report these incidents. If no one will take this situation seriously, I will have to move beyond customer service reports. Thank you.

spoom2

ACE - Master

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12.7K Messages

2 y ago

Well I'm done as the instructions clearly state how to report without an account number.

Tutor

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6 Messages

2 y ago

I followed the instructions exactly. They continued to transfer my call to the automated line. The line asks for your account number. I said "I am not a Customer" and "Line Down" as instructed. It sent me to Customer Service and the rep would say, "please hold and I will transfer you to repairs." And then I would be transferred back to the Main Automated Line where this process was repeated for over 1 hour. I have done as instructed. 

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