At wit's end trying to get Uverse install completed

Teacher

At wit's end trying to get Uverse install completed

[ Edited ]

Is there anyone that can help my finalize my Uverse install on our new construction home? This process has been brutal. I've been promised four different install dates at this point, and have been without internet in this home for two and a half months. A timeline:

 

10/31/13: Call to place order for Uverse TV and Internet. There is a "facility issue" and my order can not be placed at this time.

 

11/26: Get email from AT&T saying your address now qualifies for Uverse. Hooray! I call to set up install. Sorry, nope, just kidding, facility issue. No ETA on a fix.

 

Around 12/10: I call to check on status. It will be a few weeks before they can get the facility issue fixed. Projected date 12/24. At this point my status is escalated to highest priority, blah blah blah.

 

12/22: I get call from AT&T. Whoops, sorry, we're running behind, make that 12/27.

 

12/27: Oh hey, there's a facility issue in my area. Can't install, sorry. No ETA on a fix.

 

1/10: I call to check on status. Good news, says AT&T, the facility issue has been fixed! I place order, install confirmed for 1/13.

 

At this point, it's been so long since I placed my original order that Gigapower has become available in my area. Tired of talking to AT&T on the phone, I drop by my local AT&T corporate store yesterday to discuss switching over to Gigapower. To do this, we have to place a separate order. No problem, the store guy says, it shouldn't add more than a day or two of delay to your install.

 

1/11: I get an email from AT&T. Can you call us? We have a question about your account. I call. You have 2 orders open, sir, do you want Gigapower or 18Mps Uverse? Obviously, Gigapower. Phone agent cancels my old order, and goes off to schedule the Gigapower install. After several minutes on hold, she comes back. Sir? The earliest install I have for you will be 1/27. WHAT? WHY? Well, there's a facility issue in your area.

 

AAAAAAAAARGGGGGGGGHHHHHH

 

 

I've called AT&T many times, I've gone to the local AT&T store, I've tried online chat, I've tried Twitter support. Is there ANYONE in this company that can get service installed at our house without giving us the run around? Is there any reason I shouldn't switch to Google Fiber or TWC at the first opportunity? What on earth is happening here?

 

Message 1 of 24 (2,710 Views)
Highlighted
Employee

Re: At wit's end trying to get Uverse install completed

Hello MyBrainHz,

I'm sorry about the experience you are having to get U-verse installed. I can help you investigate the delay and ensure your installation is completed. I sent you a private message to continue to assist you.

SadathCS
ATTU-verseCare

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 24 (2,671 Views)
Teacher

Re: At wit's end trying to get Uverse install completed

[ Edited ]

Update: I happened to catch the fiber splicing tech in my neighborhood this morning. We looked through his CAD plans for the neighborhood, and my house was marked off as being completed. He said he would call his office right away to make sure our address would be released for install. Does this change anything?\

 

EDIT: I've just been able to change my install date via your online form from 1/27 to tomorrow, 1/13. Hopefully it will actually happen this time.

Message 3 of 24 (2,611 Views)
ACE - Expert

Re: At wit's end trying to get Uverse install completed

Unfortunately, moving your scheduled install date around is a sure way to get things screwed up.

 

If you haven't returned Sadath's PM already, I'd suggest you do that ASAP.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 24 (2,605 Views)
Teacher

Re: At wit's end trying to get Uverse install completed

[ Edited ]

Thanks, I did. No additional response from Sadath yet.

 

EDIT: Looks like we may be squared away here, due to response from Sadath and a few other AT&T reps. Fingers crossed that tomorrow is actually install day!

Message 5 of 24 (2,603 Views)
Teacher

Re: At wit's end trying to get Uverse install completed

Aaaaaaand AT&T no showed on me, and is telling me there's a facility issue so they can't installl. Meanwhile, two of neighbors had Uverse installed last night. There are three AT&T trucks on my street today. This is unbelievable.
Message 6 of 24 (2,549 Views)
Community Support

Re: At wit's end trying to get Uverse install completed

Thank you for the update MyBrainHz,

 

We are investigating the delay with the Field Managers in your area. We apologize about the tech not showing up. I will provide you with an update as soon as we know more information.

 

SadathCS
ATTU-verseCare

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 7 of 24 (2,531 Views)
Teacher

Re: At wit's end trying to get Uverse install completed

I spent a couple of hours over the course of this morning/afternoon with a couple of very helpful AT&T folks that happened to be in my neighborhood - a fiber tech and a Uverse installer. Both of them tried to escalate the issue via their channels, without much luck, DESPITE the fact that they EXACTLY what needs to be done to fix the problem. They just can't do anything until AT&T release the hold in the system.

 

Things that need to happen:

 

1) drop needs to be made from platform across the street to my house. It's about 250 feet of fiber.

2) that drop must then be spliced

3) Then a uverse tech can do the install

 

I've got people at my house RIGHT NOW who could do steps 2 and 3 - and they helped figure out the drop issue in the first place - and we're all stuck because the original installer this morning didn't so much as knock on my door. I've lost a day's worth of work to this mess, and God knows how many hours on the phone with customer service.

 

Message 8 of 24 (2,528 Views)
Teacher

Re: At wit's end trying to get Uverse install completed

Still nothing happening on the install front as far as I can tell, although I did get offered a $30 credit off my first bill yesterday. Oh, how we laughed.

Message 9 of 24 (2,469 Views)
Teacher

Re: At wit's end trying to get Uverse install completed

[ Edited ]

Just so everyone knows, SadathCS is working really hard behind the scenes to help with this. He's one of two people, out of literally dozens of AT&T staff that I have had contact with, who is making a real effort to help.

 

That said, I still have no internet, and several of my neighbors do.

Message 10 of 24 (2,428 Views)
Teacher

Re: At wit's end trying to get Uverse install completed

As of tonight, it's installed! For internet, I'm getting 300 Mbps down and 200 Mbps up (upload varies depending on which server I test against). And of course they installed TV as well. So glad this ordeal is over. Big thanks go out to SadathCS, without whom I'm certain this wouldn't have been resolved.
Message 11 of 24 (2,394 Views)
Employee

Re: At wit's end trying to get Uverse install completed

Thank you for sharing about problem(s) being resolved. It ie nice to hear when things go right, even if it takes some time to get there. Thanks to Sadath as well.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 12 of 24 (2,389 Views)
Community Support

Re: At wit's end trying to get Uverse install completed


You're welcome!

 

I am glad we were able to complete your installation although there was a few roadblocks along the way. Let me know if I can be of further assistance. Smiley Happy

 

SadathCS
ATTU-verseCare

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 13 of 24 (2,340 Views)
Teacher

Re: At wit's end trying to get Uverse install completed

One last post, for anyone that reads this in the future. Without going into detail, AT&T has gone above and beyond to make this up to me and my family. We're very happy with the outcome. Of course, as we're learning, the service itself is pretty good as well. Smiley Happy My best to SadathCS and his team!
Message 14 of 24 (2,306 Views)
Contributor

Re: At wit's end trying to get Uverse install completed

we just moved into an apartment where the AT&T service was ordered 9 days ago. The day before the install, they called and said it would be delayed due to "facility issues" for two weeks. So I have to now go 2 weeks without TV or internet. This is unacceptable due to the fact that I need internet for employment. I will try and get this expedited tomorrow and if I get no satisfaction, I will cancel and go with direct tv. This is a heckuva way to start a relationship.  Not good customer service. Can't believe this company is still in business. 

Message 15 of 24 (1,944 Views)