gcotter's profile

New Member

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28 Messages

Wednesday, June 22nd, 2022 4:24 AM

Can't call AT&T customer service

My landline phone-service was down all last week -- I submitted a trouble ticket.  Then my phone worked for less 2 days.  Now my phone-service is down -- I re-activated the first trouble ticket -- and it's been down for 3 days.

AT&T NEVER contacted me (either in-person or via email).

I've chatted (using my PC) with customer dis-service agent but she said I need to CALL an 800# and speak to the landline team.

I told her I can't call because a) my phone-service is down, b) I don't have a telephone with a different number, and c) I don't have a cellphone.

I told the agent agent I can communicate via e-mail.

The agent said they don't "do" emails and I must call the 800#.

Basically "What we have here is AT&T failure to communicate" with its customers.

Does any one know how I can email the landline team (or anyone else that can help me?)

Community Support

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230.7K Messages

2 years ago

Thank you for that information, @gcotter!

 

Feel free to reach back out to us if your service is not restored by the current estimated repair time. That way we can send an email over to our Landline team to see what needs to be done.

 

Don't hesitate to reach back out if you have any other questions or concerns!

 

CalebP, AT&T Community Specialist 

New Member

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28 Messages

2 years ago

The AT&T repair guy came out early WEDNESDAY afternoon.

He checked out the inside phone jack (it was OK) and the outside junction box (it was OK).

He said the problem is with the cables between the pedestal box (near my garage) and the vault 1/2 mile away!@

He said he was NOT qualified to do that kind of repair so, at 3:15 pm on WEDNESDAY afternoon, he called for another technician (the Trouble Ticket says "Pending Technician Dispatch).

He said, due to seriousness of the issue, the technician would come out tomorrow (THURSDAY) -- AFTER the promised "restroral" time of 10 pm WEDNESDAY).

Community Support

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230.7K Messages

2 years ago

Thank you for the update on you situation, @gcotter!

 

We will be here for you if you are needing us after the technician comes out. As long as the ticket shows pending, that means we are working on a resolution for you.

 

Don't hesitate to reach back out if you have any questions in the meantime!

 

CalebP, AT&T Community Specialist

New Member

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28 Messages

2 years ago

A different repair tech came out mid-morning.

He asked my how long my phone service has been out -- ATT&T already knows.

I told him I had no phone-service all of last week, I had phone-service on Sunday, and I have had no phone-service since Monday.

He just nodded his head and told be he was going to be working on my line.

For the next almost 3 hours, my phone-line was dead (no buzzing, popping, clicking)

I then tried my phone again and the phone-service has been restored.

The repair guy then told me he had "TEMPORARILY" fixed the issue -- it was a bad cable.  He said that someone would be out NEXT WEEK to replace the cable.

BTW: The Trouble Report now says "

We were unable to meet our previously scheduled service appointment time for 951-785-0117.

In the event of a missed appointment, you will be given the next available appointment time if no update is made.

New Member

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28 Messages

2 years ago

The buzzing, snap-crackle-and-popping, humming and silence RETURNED on Thursday evening.  So much for AT&T's "TEMPORARY" fix.

New Member

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28 Messages

2 years ago

Can't reactivate previous trouble tickets
Can't access previous trouble ticket

Can't create a new trouble ticket
Can't telephone 800# (no phone service; no cellphone; no other telephone number)

I can send and receive e-mails

Community Support

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230.7K Messages

2 years ago

Let's get your landline service addressed, @gcotter!

 

Based on the description of your concern, we will need to move this conversation into a DM. Be on the lookout for a chat notification in the upper right hand portion of the page.

 

In the meantime, please gather your full name, contact number, and address of your service as we'll need that to email our landline team.

 

We look forward to speaking with you.

 

CalebP, AT&T Community Specialist 

New Member

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28 Messages

2 years ago

About 11:30 am on Friday morning, June 25, I DM'd you with the information you requested to you could forward it to the Landline Team.

New Member

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28 Messages

2 years ago

My telephone worked on Sunday evening and through about noon today.
On Monday night, the line is dead -- no dial-tone, no buzzing, no humming -- (message "Check tel line").
Again, NO contact from AT&T!

New Member

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28 Messages

2 years ago

Please email your Landline team and find out:

the date I first submitted the trouble report (which was later closed)
and the date a subsequent internal repair ticket was closed (if ever)

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