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Internet Installation

Contributor

Internet Installation

I have been trying to get internet at my home through AT&T for 2 months, have made 15+ calls to ATT, had 3 scheduled appointments (all canceled by AT&T) and get placed on hold for about 30 minutes every time I call the 800-288-2020 phone number.  Each call I am NOT told why I am still waiting, only that something needs to be accomplished, but they can't tell me what it is or when it will be done.  Is there anyone in ATT who can actually get my internet installed, or a phone number I can call to give me an answer?

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Message 1 of 9
Contributor

Re: Internet Installation

Called in two more times today (I was kicked out of first call after being on hold for 18 minutes).  But the second call I might have actually got something accomplished.  I have installation scheduled for tomorrow!  I have had it scheduled 3 other time, so I'm not holding my breathe, but it feels like progress.  By the way I called 866-915-6188.  They were very helpful compared to the 800-288-2020 who just gave me the run-around for months. 

Message 2 of 9
Contributor

Re: Internet Installation

Well I should have known better.  Installation was cancelled for the 4th time!!  They said it would be resolved in 24-48 hours and I would receive a call with a new installation date.  I waited 5 days and I called back in and they said they had no timeline on when the problem would be solved or the installation scheduled.  Worst customer service I have ever experienced in my life.  I have been lied to multiple times and there seems to be no accountability.  Every time I call in I get someone new, and there is no record of the previous call or promises I have been made. 

 

 

 

Message 3 of 9
Contributor

Re: Internet Installation

I'm in the same boat. I had my fiber installation appointment Monday 6/26 - however there was an issue on the outside tower/line and the tech had to return the next day to complete the installation. Well, he never returned. I've called customer service 6 times now since Monday night, along with using the "chat," - each time I have been PROMISED that I will have Internet by yesterday morning, then yesterday evening, then promised it would be this morning and that I was placed on top of the "priority" list (what a joke) and that a supervisor would call me first thing this morning. Have I heard from anyone? Nope. Customer service # is zero help. When I ask to speak to a supervisor I'm put on hold for 20-30 minutes and give up. I'm in dallas and the HQ is downtown. I'm about ready to go down there and lay on the floor screaming until someone helps me. I can't imagine how frustrating it must be waiting months.... time warner cable is looking pretty ideal at this point.
Message 4 of 9
Employee

Re: Internet Installation

You have heard about the time warner merger right?

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 5 of 9
Tutor

Re: Internet Installation

I ordered my Gigabit Internet and Directv almost a month ago and installation was scheduled for 9/12 because i had to go out of town for a week.  On 9/12, I received a call from someone at AT&T and they said my installation was cancelled because they found something wrong and their best engineers are on it.  I guess their best engineers aren't that great.  After calling them a few more times to get an update, I still have no information about what is happening or what the engineers are working on.  AT&T is once again failing.  At the very least they can tell me what the F they need to fix.  It's getting to the point where I may end up having to cancel and stick with Comcast.

Message 6 of 9
Administrator

Re: Re: Internet Installation

sharktank, I am sorry to hear about the issues you are having with your installation. This is not something we like to hear. I'd like to investigate for you, please send me a private message by clicking HERE. In the message, please include your account number, a good contact number, and I would be happy to take a look at the account.


Thank you,
Dan G., AT&T Community Specialist


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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 9
Tutor

Re: Re: Internet Installation

I sent a reply to Dan and he said he found out that they were having trouble getting a signal to my area, even though some of my neighbors very close to my house in the new development I live in already have Gigabit service from AT&T.  He told me that AT&T is now ready to reschedule my installation and that I just need to provide him my PIN to verify my identity and that he'll send me a link to give him that info and then reschedule my installations.  That was about 2 days ago and I haven't heard anything back.  There was a glimmer of hope and then it faded.  I really don't feel like sitting on the phone again for 30 mins. and telling them the whole story again only to find out that they can't help me.

Message 8 of 9
Tutor

Re: Re: Internet Installation

Another day went by and still no word back from AT&T.  Guess I will have to stick with Comcast.  I don't understand why AT&T would even respond and say they are going to help if they really aren't.  Don't waste your time with AT&T.  Worst customer service ever.

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