11-23-2017 8:02 AM
I have wasted 5 hrs of my life (so far) on the phone with "customer service" for what should be a simple 10 minute inquiry about when a line installation/repair will be completed. My problem started 1 month ago when my landline stopped working. Customer service quickly dispatched a tech who concluded that a long span of line between poles leading to my house had failed. He rigged a temporary solution by laying about 1500 feet of wire across the ground. So I have service but Uverse is noticeably degraded. Another crew showed up and buried a permanent wire to replace the failed span, but said they can't cross the highway in front of my house to make the final connection until another pole is installed. And herein is my problem... when will the pole be installed? Multiple calls to "customer service" are fruitless... these people have no clue and apparently don't even understand the problem because all they do is dispatch more techs, at least 4 so far, in spite of me telling them there is nothing here that a "tech" can fix until the pole is installed. Nevertheless these guys arrive and all they can do is call their "manager" who also doesn't have a clue because the pole request apparently was handed off to AT&T "engineering"... another black hole that no one can communicate with to get an installation schedule. I've been more than patient but after 1 month of dealing with 1500 feet of temporary wire strung across my fields and yard, degraded Uverse performance, the inconvenience of not being able to access parts of my property with heavy farm equipment for fear of breaking the wires, and not being able to get any kind of answers or commitment from AT&T, I am at the end of my rope. All I want is my permanent line installed and my service restored to normal performance. Why is that such a difficult task for AT&T? Why can't I speak with someone local who has control of the problem and the means to fix it? Why can't "customer service" answer a simple question like when will the fix will be completed? What does it take to get someone with authority to actually help get this done? There is no excuse for this level of customer disservice. But I guess that's what we get when a company buries itself behind layer upon layer of phone trees, offshore customer service, and no local contacts whatsoever. Sad, isn't it. AT&T are you listening?
11-24-2017 8:15 AM
-EricG AT&T Community Specialist.
- edited 01-02-2019 3:11 PM
Need a old taken out . A new one was installed 4 years ago. Old pole leaning bad. Pole number 86529 O.B.T.CO. Akron Ohio 44314. So why is it nobody wants to do anything about it . They need to transferrer all lines from old pole to new. Remove old pole and fill hole in with fill(dirt). S. Hawkins Ave and Bigelow. Can someone please help. Called at&t nobody knows nothing . Would like this fixed ASAP 4 years is to long.
01-03-2019 5:51 PM
Since this topic is a year old and is not the same issue you have, I'd start at the Report Line or Pole Issues link found on the right side of this page.
01-04-2019 3:45 AM
01-05-2019 7:46 AM
So did you try the suggestion and what was the results. Repeating the issue won't help much towards a resolution.