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spydervicter2's profile

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Thursday, July 12th, 2018 12:44 AM

Is this a normal experience?

We got the gigabit plan and scheduled an install a month in advance for the day before we moved into our new house. On the appointment date I waited for 8 hours to be told that we would reschedule. They made some arrangements and technicians managed to get out there the next day.  After spending hours working on getting things hooked up, we were left with a wire running to us from the other side of the street, on top of the grass and around our whole house. Things worked and they said it would be buried in about 2 weeks.

 

Two days later, cable is damaged somehow and we are told it will be a week before someone comes out to take a look.

 

I am extremely displeased, the customer service number seemed to have very little empathy. Internet is very important to our lives and I'm not sure if this was the correct place to talk about this. Not here to vent, just want to know if this is normal or if we are being treated poorly.

 

Thanks. 

Community Support

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230.7K Messages

6 years ago

Good afternoon @spydervicter2,


It is disappointing to hear we left an internet line exposed.  Since the correct cabling was not already in place, this install should have been halted and rescheduled. 


It is my hope this issue has already been corrected for you.  If this is not the case, we will need to get you in touch with our buried wire team.  If you check you forums inbox located in the upper right, you will find their contact information.


Thank you for your being part of the Community Forums, and have a wonderful weekend.


Anthony, AT&T Community Specialist

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