07-08-2013 10:16 AM
I had my Uverse service installed on 6-10 and at the time, the tech laid a new wire down that stretched from my neighbor's house, across another neighbor's house, then onto mine. The tech said someone would be out to bury the wire in "a couple weeks" and no one came.
I called Tech Support for an unrelated issue last week and also complained that the wire had still not been buried. Support said they'd send a guy out to work on my tech issue, who would also bury the wire at the same time.
Tech came out last week and guess what? He couldn't bury the wire, said I had to call the 800 number... again.
After another 30 minutes on hold today, finally got someone on the phone who said "maybe" someone would be out in 1-2 weeks to bury the wire.
Are you kidding me? Why should I have to wait 2 months for you to bury your own equipment? My neighbors are thoroughly tired of having to move the wire every time they cut the grass. Good job AT&T, you just lost anyone in the neighborhood who may have signed up for your service.
07-08-2013 1:31 PM
I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.
They should be able to get this taken care of for you.
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07-08-2013 5:47 PM
07-08-2013 8:29 PM
my thoughts wrote:
In our area ATT does nit bury but uses an outside contractor, the premise tech is responsible for creating the work order to bury wire. I have been sent on repairs for just your issue only to tell the customer I can verify the cable, check the overall install, address any problems found (ie....ungrounded NID) and place a work order for burial. I do give the customer my number and ask they follow up with me within 2 weeks, most report 5-7 business days before work us done.
Note in the north they do not bury once ground freezes, have many orders place all winter and once unfrozen may take up to six weeks but all are done by summer time, your install in mid June should have been done easily before the fireworks display. Hate to say this but need a tech visit to write the burial ticket, your visit last week should have resolved this, did the tech leave his number? His managers number? One of them should be able to handle this without a call to support if no number then yes need to contact normal tier support again or post to customer care for escalation (both just create another tech dispatch maybe with a manager in tow) Hopefully done before neighbor runs over drop with lawn mower and need a visit to place another wire on the ground (been there, done that). Thank you and hope to hear good things in future.
No you do not need another tech visit. Sending a PM to customer care will get this issue resolved.