Tutor
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2 Messages
New Customer and Already Disappointed
I just switched from Spectrum to AT&T, signing up for Internet 300 service. Because of scheduling conflicts on my end and AT&T availability, I rearranged my schedule to meet with the technician to install my internet last Saturday, Sept 8th. The technician came out and spent 2 hours before telling me that one of AT&T's contractors improperly installed the fiber and that the fiber was damaged somewhere from the point of entry to the wall.
Three hours later a specialist came out and confirmed that the fiber had to be reinstalled in my building. Once the reinstallation was complete, the specialist informed me that I needed to call and reschedule the installation..."to prevent things from falling through the cracks." Okay, fine, I'm not sure why I have to make the call when this is AT&T's problem, but I called nonetheless. I wouldn't want to "fall through the cracks."
The scheduler told me that I now have to wait until the following Thursday (9/13) before anyone could come out. So, I had to rearrange my schedule to accommodate AT&T's calendar only to find out that AT&T did a shoddy job at installing the fiber. To make matters worse, I am no longer a priority and have to wait almost a week before I can get my internet installed. Why am I not a priority in this? This was AT&T's problem, not mine. I use the internet for education and for work.
This is not instilling much confidence in the relationship moving forward.
ATTHelp
Community Support
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231.3K Messages
6 years ago
Hello @The_Lex,
Thank you for being part of the AT&T family, we'd like to get your internet service up and running as soon as possible!
For your privacy it is best that we continue this discussion in a private setting. I will be sending you a private message requesting your account information.
Denise, AT&T Community Specialist
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Jaredk96
Tutor
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2 Messages
6 years ago
I am having an frustratingly similar issue right now. I ordered services back in August, set an appointment date to have fiber 100 installed on August 31st and during the tech's installation was informed that there was an issue with the fiber line in my neighborhood and that the contractors were to blame. I was told by the tech that a ticket was put into the system and that a repair technician would be out to repair the line that same day (and as a worst case scenario, the very next day). I could deal with that -- things happen.
Saturday passed and I never received a call or any update what so ever, so I called in and asked if I could now have my installation scheduled. The customer service representative (calling in at 800.288.2020) proceeded to place me on hold checking back in periodically for 30+ minutes while they waited for an update from their "Engineering department". I waited patiently and was eventually told that they are going to have my request sent to the escalation department. I sat on hold with the next guy for about an hour waiting for him to contact the engineering team. He eventually said he got in touch with them and that they would have it done by close of business the following day and that I would receive a call from him again to have my install rescheduled. I received no phone call.
I called back in periodically last week and got the run around, sitting on hold for over an hour time and time again at the previously mentioned support number. I have a fiber line running from my front yard, alongside my house and into the back yard where it connects to a box that is attached to the side of my home and this has been sitting there since August 31st. I cannot mow my lawn and have a ticked off HOA at the moment. I keep getting calls from AT&T now, which is almost patronizing at this point, basically calling to inform me that they have no update... I ask these people time and time again if I can have someone sent out to my home to temporarily remove this line sitting on my lawn and keep getting the run around.
I currently am using an unlimited T-Mobile LTE Hotspot and I am almost CERTAIN at this point that going with AT&T for fiber services is going to be a mistake considering the issues I have had in the past couple of weeks. I can't get in touch with anyone directly that has information regarding my dilemma, just the same people I've been in contact with who have to put me on hold while they wait for their inquiry to be answered by another department. This is unacceptable in my opinion.
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The_Lex
Tutor
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2 Messages
6 years ago
Just add to my situation:
I've now waited nearly a week, but at least my (delayed) appointment date has arrived. The tech was scheduled to install my internet between 11 am and 1 pm. At 1:00 pm, I get a text from AT&T informing me that the tech is delayed. I responded that I still wanted to keep the appointment. About 2 hours later, I get a call from the tech himself, informing me that he would not be able to arrive until 3:30 or 4:00 pm. I told him to come anyway (who knows how long I'd have to wait if I rescheduled!).
Well, wouldn't you know it. . . .it's 4:08 pm and no tech arrival yet. I did, however, talk to a community rep on the phone. After I had to correct her understanding of the situation several times, she then tells me that she would have to talk the the "Escalation Department" to find out what's going on.
Does AT&T want my business or not? I will be out of town this weekend. If my internet is not installed today, I am going back to Spectrum. At least they have never jerked me around like this.
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