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1400lluna's profile

3 Messages

Tuesday, February 27th, 2024 10:09 PM

Escalate my Landline issue with John T. Stankey, AT&T Chief Executive Officer

Need to contact Mr. Stankey, AT&T's CEO to escalate and explain the situation at hand with my home Land line, as well as how AT&T's service has handle the situation in L.A., CA. The first request for a Landline Tech service was on 2/7/24 (the landline was still active, off & on). AT&T Rep tolled me the Tech person will show up at my home between 2/7 and 2/15. Tech actually arrived on 2/17. Long story short, after the Tech person worked on the line and then disappeared my landline was completely DEAD. Not due to weather conditions, but as result of AT&T's Tech working on the line. I'm in my 8th call to Customer Service since 2/19/24 requesting a return of a Tech person to fix the damage (dead line) they created, and all I've gotten is .... tomorrow, tomorrow, tomorrow ..... As of to date, 2/27/24, I'm still with the landline dead and waiting for a Tech to show up and correct their mistake. I've also requested,4 times, to speak to a local (L.A., CA) Mgr/Supervisor, named Noah, and still waiting for his call. All the history and recording is in AT&T's system.

If anyone knows how to contact Mr Stankey, AT&T's CEO, please let me know.

Expert

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19.5K Messages

3 months ago

File an FCC complaint. Those go to the office of the president. Mr. Stankey won't personally read it, but it will be assigned to one of the staff. You can do a search on the Internet to get the address to the office of the president and you used to be able to get the email, but I doubt that's still there. Your best bet is to start with an FCC complaint. 

(edited)

ACE - Expert

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32.3K Messages

3 months ago

@1400lluna 

You'll need to submit either a BBB or FCC complaint. Both get forwarded to AT&T's Office of the President (corporate). Make sure to include alternate contact info of course. Though you normally do get contact within a few business days, don't expect to talk to the CEO personally.

Also be aware that if this is a Plain Old Telephone System (POTS), and not a newer digital type, AT&T is working on dropping support for it in many areas.

ACE - Expert

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24.5K Messages

3 months ago

@1400lluna  Something to consider as well. AT&T, along with other providers of landline phones, will be actively phasing out their landline services soon in response to the FCC Landline Shutdown Order 19-72. U.S. service providers will be required to offer customers an alternative to landlines and use devices to convert analog signals to digital, either thru fiber optic cables or wireless technology, like LTE/5G. This isn't going to happen overnight but both AT&T and Verizon are pushing now to be fully operational on newer infrastructure in the next few years. AT&T has already applied for a waiver to stop servicing traditional landlines in California.

Your best bet, as mentioned is to file an online complaint with the BBB. That will result in a Senior Manager from the Office of the President contacting you. That's as high up in AT&T as a customer can go.

(edited)

3 Messages

3 months ago

Follow up:

Thank you guys for the advise.

Two days ago, 2/28/24, a Thec'l person showed up at my house to check the Landline. A coincident ?.....

He got the line re-activated again. But still, in some incoming call we can't hear anything from the caller. We keep saying ... hallow, hallow, and no body answers. Same issue as before. Yet, out-going calls are fine. One of my neighbors had the same problem with her landline. AT&T eventually fixed it.

Anyway, I'm working with the Tech that came a couple of day ago to resolve the problem. Stay tune ......

ACE - Expert

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24.5K Messages

3 months ago

@1400lluna  It's good to hear (no pun intended) that your landline is hopefully on its way to being fixed. However, the reality is that this will only be a temporary situation because your landline will eventually be going away as all carriers who offer POTS service will be shutting their service down in the future.

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