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Help with service ticket.

Help with service ticket.

Can anyone in this community provide a suggestion on the best way to get our service request moving along? It's been weeks since we've requested that our service be transfered to our new house, which is less than a mile from ATT headquarters in Dallas, but so far nothing has been done.

 

We've called, emailed, Tweeted, "facebooked". Nothing helps. They can't even provide a date when a technician will begin working on it.

 

Any suggestions will be greatly appreciated. Thanks.

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Message 1 of 6
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ACE - Master

Re: Help with service ticket.

I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 6
Employee

Re: Help with service ticket.

You order service and was notified before due date that an issue existed and date postponed with no known date.

This sounds like a facilities issue, normally meaning no port available to provide, most times order is cancelled,but not this time.

No ports available means just that, need someone to cancel their service in order to proceed with yours.

If this had made it to install, the premise tech checks for sync at VRAD, if issue requests different port (swapped). If no additional ports are available tech returns job therefore no one dispatched on order till facilities issue resolved.

In another case, tech has sync at VRAD but not at serving terminal, tech returns job to CIM, a ticket is created for outside line issue, when CIM completes repair, ticket goes to dispatch to schedule new appointment, when that tech dispatches and receives your install that is when ticket is assigned. So seeing not assigned does not mean another ATT department is not working on your issue, it means a uverse premise tech has not been assigned to complete your install.

So now why was you not told they had to cancel your order till port is availabe.
Uverse is in Project VIP expansion, suspect your area is moving to new or expanded cabinets to provide access to more customers. But till the old cabinet is expanded (ports added) or new cabinet (have to move everyone over) is completed no jew installs can take place. As this is the work invovling many different departments and possible outside contractors, a time frame may exist but is not guaranteed. Thus no one in sales or support can offer any insight, beyond their scope

Kind of like a solder on a battle field, does not know what will happen next till orders come down from departments they have no input to or communication from.

Advise .. be patient, follow suggestion to contact customer care (liaison) and explore other other options
One possibility... http://www.att.com/shop/wireless/devices/internethomephone.html
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 3 of 6
Community Support

Re: Help with service ticket.

Hello aea_Dallas,

 

We greatly apologize about the delay with the installation at your new location. We received your private message and will investigate the roadblock and continue working with you to provide you more information about your installation via private message.

 

SadathCS

ATTU-verseCare

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 4 of 6

Re: Help with service ticket.

Thank you for your insight. This is the first real piece of information we've received in over a MONTH of calling and email everyday.

Wireless devices cannot handle what we need. AT&T is the exclusive provider of service in our part of town so we have no alternatives.

Just so I understand correctly, we might be waiting for months until AT&T decides to expand the number of "ports" or until another subscriber cancels their service? What confuses me is that our neighbors have service and they moved in after we did. We are existing subscribers who scheduled move. Is there anyone in the company we can talk to? We live less than a mile from company headquarters in the middle of the 9th largest city in the U.S. There has to be something that can be done.

Thanks for listening.
Message 5 of 6
Employee

Re: Help with service ticket.

Aea Dallas, my "insight" is based on possibility not actual fact as I have no direct access to your information or area.

Based on "hold" before actual install, the offered explanation is most likely, another possibility is that address is not free.
What do I mean by that? Uverse only allows one account per physical address,if the previous occupant had Uverse, based on comment "only provider available", and has not cancelled or moved service, then cannot assign the existing port and wire connections to you.

As you have already PMed CC,and Sadath has responded, an answer of exact issue and possible time frame for resolution should be soon.

Would like to know when resolved, if you do not mind sharing, thanks and hoping your wait is short.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 6 of 6
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