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txduckslayer's profile

Contributor

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1 Message

Tue, Jul 8, 2014 6:25 AM

Facilities issue for awhile

I am very displeased with ATT, I ordered ATT Uverse on June 15th, ha...d a install date of June 27th. Received a call on the 26th saying they could not install our Uverse because of facility issues. Asked when the ETA on the install would be, they cannot provide me an install date or correction of their facility issue. I am very happy with their customer service; I have a super nice lady that calls me every day just to tell me there’s no update or ETA. This is like me taking my car to the dealership and them telling me they don’t know when I will get it back. ATT how long must I wait, to find out an ETA when your facilities issues will be fixed? All i want is a ETA on the compleation of your facility issue, and when i can set up a date for install. I guess this is the kind of service you can except when you leave a cable provider to switch to ATT Uverse. All i want is internet and cable!!!!!!
Anonymous

New Member

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25.7K Messages

6 y مضت

Why would you keep putting up with this?  That is on you and you alone.  I would give them one chance to make it right and then I would go with another provider.  Once I did that I would not go back to Uverse.  But me I have been happy and satisfied.

Contributor

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1 Message

5 y مضت

Wow. I read all of the previous comments on the "facility issues" at AT&T. This is 2017 looks like this been happening for a while now. I thought I was the only one having this problems. It's been a week since they were supposed to come out to install. I never got a phone call when time passed, I had to call in. They just gave me a generic "facility issues," "they are working on it" ugh no real explanation. No ETA. Nothing. So frustrating. Horrible horrible customer service. After reading all of these comments I am beginning to think it might take weeks maybe even months before they come install my TV/Internet. I think I will try to call Time Warner tomorrow. 

Contributor

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2 Messages

4 y مضت

I am writing this here as my last attempt for help! I have had the worst experience in life with this company from the day of installation. I will try to make this short and sweet. I signed up with DIRECTV/aTT in Sept after moving. The rough patches started on the day of installation. They sent two techs out who argued in my front lawn for an hour about whose job it is. Finally after that ended they installed my cable/internet and everything was good, or so I thought. The following month I get a call stating my bill is late from debt collectors. IM LIVID bc I pay my bill every month! This lead to me calling dtv/att. After speaking with the rep from dtv/att  we come to realize that I somehow had two account numbers ( one was cancelled and another was created ( not by me! Nor was I notified) So basically I was sending payments to an account that no longer existed. However this is the account that was on my bill. STRIKE 1. Then fast forward to December, The 8th to be exact. I come in after a long day of work and NONE of the cable is working properly! I call in to get a reason for this and no one can tell me anything. Supposedly, on their end everything is working fine. So they then send out Tech guy number 1. He comes over and literally was in our house for 5+ hours trying to find what the issue is. He eventually gives up and says they had to have cut your service off b/c he has never these.. AGAIN, according to Dtv/att my services are working fine. So I call them back, sit on hold for an hour+ then I finally get someone and explain the issue to them. AGAIN, they tell me my services are showing to be working fine but will send ANOTHER TECH OUT. SO that following week we schedule a TECH appointment and guess what? The guy doesn't even show!!!! After about an hour over the time he was supposed to come, I call dvt/att to complain once again. The lady tells me that from what she is showing, the tech is at our home and no one is home. At this point I fn lost it! I started telling the lady this is Bullcrap b/c I'm standing in my house now. There is no one outside nor has anyone rang my door bell. The lady apologizes and assures me she will get to the bottom of this. The tech guy never came btw STRIKE 2. Now I'm extremely upset b/c I've been in this home since the week of the 8th no cable, missing all the great football games, a two year old that can’t watch her cartoons and oh yeah MY WIFE was pregnant with our Twins we just had in May. So I call back. This was on the 26th! I urged for my account to be credited for all the days in December that I was without service. This left me with a balance of $109 which I paid that day.  On the 27th, I attempt to cancel my service. The customer service rep told me that w/o three attempts to correct the issue, it’s a great chance id be charged with Early Term fees and insisted we give it one more shot. So on the 27th of Dec. I scheduled for my 3rd tech appointment. This was set for Dec 30th. Dec 30th rolls around and the tech actually came this time. THANK GOD! Very nice guy btw. Anyway, after another 5+ hours this tech guys tells us that it is nothing that he can do b/c our system was set up incorrectly. We only have two options. 1. being uninstall and have someone come in and set up the cable correctly 2. Just uninstall and move on. THIS CAME FROM THE TECH GUY YOU ALL SENT. So I choose to have the cable uninstalled. No way I was going to chance working with a company that makes a client jump through so many hoops to get info on his account or set up the equipment properly. Now this is when the real stress kicked it. Getting someone to let me cancel my account. Throughout the month of January/Feb I'm calling and speaking with people about trying get access to my account. B/c one thing I'm leaving out is when I phone in NO ONE CAN EVER GET ACCESS TO MY INFO. They said I have some type of joint account and only certain reps have access to those. So it was plenty of times I've called in and just hung out of frustration of either not getting someone or someone just not being up to date on account(People would be unaware of past conversations, not knowing that I had credits applied, the list goes on). I finally get someone of the line that can get into my account and I explain to them my concerns. After listening to me vent the lady states ON MARCH 7th! (Yes Cable hasn't worked properly since the 8th of DEC) That she will credit my account another 97 bucks and that she will allow me to cancel my services without being charged. She stated that my bill will show the cancel fee until the credit she provided (420) kicks in. I asked the manger for an email confirmation and at that point she says I won’t get one until the credit kicks in. IT SOUNDED fishy but I trusted her since this was the furthest I've got with trying to get this headache taken care of. Then April rolls around and get a bill from credence stating I owe you all 80 bucks. My bill was never 80 bucks but hey after this headache I just paid it hoping everything would be done and over. BOY WAS I WRONG. About an hour ago I get another call from Credence stating that there is ANOTHER DEBT that needs to be handled. This is crazy! I would like to speak with someone. Coming to this forum was my last hope. Calling doesn't work. Chatting doesn't work. So I figure at least with me posting here I can have a paper trail. I will not be paying you all 420$ for cancelling the service AS I WAS SUGGESTED TO DO by the Tech. No client should have to deal with this.

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