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Mckay07's profile

New Member

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1 Message

Friday, February 3rd, 2023 2:55 AM

No landline - service outage 7 days

My elderly relatives both late 80s with poor health and vulnerabilities have been left without a working landline since 25th January. One in particular is very frail and recently home from hospital, homecare and other service providers are unable to reach them and they have been unable to call out. The landline is critical for them. I have DM , called, emailed , attempted chat ( no one connected ) only to be told there is a service outage in the area and thanks for your patience. No update, no info, nothing. On logging into their account it shows them no outage, however it shows up when searching under zip. I live out of town and will be leaving soon, and they need this to be working.  I have tried to complain but I am ignored , other than the press or seeking legal advice I am at the end of my tether. For a company who care about the elderly they aren’t showing it! 

Community Support

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231.5K Messages

1 year ago

Good afternoon @Mckay07, we will be happy to take a closer look into your landline service.

 

In order to do so, we will have to speak privately. That way, we can contact the landline team to see if we can get an update or some information.

Please check the Direct Message inbox in the top right corner of your screen. We'll be sending you a DM shortly and look forward to speaking with you!

 

Lani, AT&T Community Specialist. 

New Member

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1 Message

1 year ago

The timing of this outage corresponds to a disruption in my landline service which has been out for over a week now.  I am in Will County, Illinois.  I would like to know how many other customers are affected by this.  I attempted to report the issue on Friday, January 27th but while opening the ticket I was informed that there was an outage in my area and service was expected  to be restored Saturday by 11pm.  That deadline came and went before I noticed that the date on the restoration time was for Saturday, January 21st!  Why would a report on January 27th say resolution would be six days earlier!  So I called 800-288-2020 on Monday the 30th and I was told there was a problem with a "main cable" and that this would be resolved Feb 3rd at 7pm (and also that this was a worst-case time -- it could be earlier) but today is the 4th, the line is still dead and the status report on my trouble ticket says the technician was unable to keep the "appointment".  There was no appointment since I was told the problem was with a main cable.  I can't help but wonder, is AT&T intentionally stalling repair to motivate customers to end their landline service?

Community Support

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231.5K Messages

1 year ago

Let's get to the bottom of your landline being out, @QueenOfSatania!

 

We regret to hear that you've had this experience with us!

 

Due to the nature of your concern, we will need to move this conversation into a direct message. This way we can email our support team on your behalf to get an update on your situation. Be on the lookout for a chat notification in the upper right-hand portion of the page, next to the bell icon.


We look forward to speaking with you!

 

CalebP, AT&T Community Specialist 

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