Tutor
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4 Messages
Your wait for AT&T Fiber is over! ...or is it?
Signed up for the Fiber availability email notification, received said email today. Clicked the link, says it's not available at my address. Called the customer service line for ordering new service, they looked it up. Here's this nonsense I was told:
Fiber is available in my neighborhood (keyword neighborhood, not home, they used this distinction at least twice), but fiber is "so new" for them that it is not updating in their system (really?). I was told the only way to order it is to make an account and order one of the internet services that is available. Then, when the tech comes to install it, said tech can check to make sure fiber service can be installed at my address (yet you repeatedly told me it could be), and the switch to the order can be done right then and there. I said sure, but before I go through with this, I need all of this in writing, at least in an email, before I place the order. This is a contract-obligated service, and this is quite frankly sketchy. They said sure, absolutely, put me on hold, then came back and said they cannot send me said information in writing until after I make the account and place the order.
This is the opposite of professional.
ATTHelp
Community Support
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231.8K Messages
5 years ago
Hello @H8ff0000,
To fully assist with this situation further, we will need to look over your account in more detail.
I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to my message with your specific account details.
I look forward to your response and the opportunity to help you!
Charles, AT&T Community Specialist
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H8ff0000
Tutor
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4 Messages
5 years ago
Sent
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ATTHelp
Community Support
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231.8K Messages
5 years ago
OK, after the engineering team investigating the address validation request. There is no fiber available at your address the equipment needed to provide is unavailable. You do have IP-DSL available at your location.
Charles, AT&T Community Specialist
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H8ff0000
Tutor
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4 Messages
5 years ago
While it's not the outcome I wanted, I appreciate the help, Charles. However, I think it's fair to bring up the following question and statement:
- Why did I receive the email mentioned in the OP?
- I was lied to by the agent; multiple times, regarding several issues. They went very far in their attempt to mislead me into buying a service I did not want. Fair to say that anyone who hears the playback of that recorded conversation would feel somewhere on the spectrums of angry and/or disgusted.
I would appreciate an explanation regarding the above issues. Getting my hopes up and having me jump through hoops, all towards an unsatisfying conclusion is one thing. Using tactics that would make a conman blush is another.
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ATTHelp
Community Support
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231.8K Messages
5 years ago
Not sure as to why you got that email. Could be related to services coming to your area soon. But at the moment your address doesn't have the equipment available yet.
Charles, AT&T Community Specialist
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H8ff0000
Tutor
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4 Messages
5 years ago
Judging from the amount of complaints about them, these erroneous emails have been an issue for many people, in a number of locations, for quite a while now. Doesn't appear to have anything to do with services coming to the area. Any attempt I've read on these forums of a receiver trying to find a reason for the email being sent ends poorly. Then you get a situation like mine...
Speaking of which: aside from internet, myself, significant other, and possibly some friends were looking at switching phone plans as well. If AT&T ever wants consideration from myself or anyone I know ever again, I want this situation rectified. However, this part is being conveniently ignored. I've been asked to select the Accepted Solution marker more than once, yet nobody will talk about the elephant in the room. I want to know why an AT&T representative attempted to take advantage of this situation, used lies and manipulation, trying their hardest to have me order a service I did not want. I'm not making this up. This happened, and it was all sorts of wrong. I deserve a proper response. Is this how AT&T conducts themselves? Or was this an employee who went rogue in a desperate attempt to score a commission? Either admit that telephone-based salespeople are allowed to do this in the name of profit and give this person a raise, or do the right thing and reprimand them. They should not be allowed to continue doing this to other people.
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