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Installation didn't happen, AT&T won't call me back

Contributor

Installation didn't happen, AT&T won't call me back

We were scheduled to have U-verse installed at our new address on July 1st, but received a call the day before telling us that our installation could not be completed due to unspecified technical issues. I made it very clear to the AT&T employee I spoke to that I am a college student, and I work from home, so going without internet is not really an option for me, yet here we are nearly two weeks later with no internet or TV.

I can understand some technical difficulties, though I don't understand how none of the employees who spoke to me could manage to explain exactly what the issue is. What truly grinds my gears is the fact that each time we've called to check on the status of our order we've been assured that we would get a call back within 48 hours with an update. We have yet to receive a single call from AT&T besides the initial call telling us that they would be unable to install on July 1st.

I'm really on my last nerve here. I'm paying out the wazoo for my cellular data plan so that I can have some semblance of internet service for work and school. I'm about to hit my second weekend without internet service. As a veteran, I normally like to video chat with family on the weekends, but can't afford to use that much of my cellular data to do so, so that's two weekends without my kids seeing their grandparents.

This has got to be fixed. Not just the installation and getting working internet, but I actually need an AT&T employee who will actually find out what is going on, tell me about it, call me back, and get an installation date, and (censored) well better give me a month or two free for putting me through this. I'm about a gentle breeze from going back to Time Warner or Direct TV... and that's saying something!

Let's just get this done, please!

Regards,
J

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Message 1 of 8
Employee

Re: Installation didn't happen, AT&T won't call me back

Sorry to hear of your issue but no first line rep will have access to why delay....
As called prior to install date means issue discovered during assignment...
most likely cause no port free to provide service... if this is case need someone to cancel service freeing up a port to provide you service. While other possibilities exist this is the common one.

If desire more details or escallation of request please send a PM to Customer Care group...
Include all needed information... reply is generally two business days not counting weekends
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 2 of 8
Contributor

Re: Installation didn't happen, AT&T won't call me back

We've actually been escalated since the first time we made a call in after the installation date came and went, at least this is what we were told. We've asked to speak to a supervisor each time we've called, partly to get more information (which was never really given), and partly to complain that we never receieved a call back. The best anyone ever did was get a hold of the "engineers" and find out there's an issue with the fiber optic cables, but that's also about as vague as you can possibly get. It certainly seems like if the problem was they need someone to cancel their service to free up room for us, they would say that, unless they're worried that they would lose the sale because I wouldn't wait... Which I probably wouldn't.

So, now I need to PM someone else and wait for a reply that I haven't been receiving over the phone? At least this way I won't have to wait on hold, or for the phone to ring, but this is maddening, to say the least.

I appreciate your feedback, but I'm about done stressing over this. I'll give it until Monday for someone to contact me, either here or by calling me back. After that I'm finding a different ISP.

Message 3 of 8
ACE - Expert

Re: Installation didn't happen, AT&T won't call me back


jddurovey wrote:

...

So, now I need to PM someone else and wait for a reply that I haven't been receiving over the phone? At least this way I won't have to wait on hold, or for the phone to ring, but this is maddening, to say the least.

I appreciate your feedback, but I'm about done stressing over this. I'll give it until Monday for someone to contact me, either here or by calling me back. After that I'm finding a different ISP.


You can find it maddening, and you can issue whatever ultimatums you wish, but the simple fact remains that the best way to get into contact with people who can intelligently speak to your questions is to send the PM to  AT&T logoU-verse Customer Service link .

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

Your choice.

 

*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 4 of 8
Contributor

Re: Installation didn't happen, AT&T won't call me back


JefferMC wrote:

jddurovey wrote:

...

So, now I need to PM someone else and wait for a reply that I haven't been receiving over the phone? At least this way I won't have to wait on hold, or for the phone to ring, but this is maddening, to say the least.

I appreciate your feedback, but I'm about done stressing over this. I'll give it until Monday for someone to contact me, either here or by calling me back. After that I'm finding a different ISP.


You can find it maddening, and you can issue whatever ultimatums you wish, but the simple fact remains that the best way to get into contact with people who can intelligently speak to your questions is to send the PM to  AT&T logoU-verse Customer Service link .

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

Your choice.

 

As with the other poster, I appreciate the feedback. I do not, however, appreciate the rude tone of your response. If AT&T can't hire people at their call center that actually care enough to do their jobs, such as returning phone calls, then they're going to lose customers. I'm simply not going to keep jumping through more and more hoops. That's my choice. If AT&T would like to keep me as a customer, I suppose that they will choose to contact me.

Message 5 of 8
ACE - Expert

Re: Installation didn't happen, AT&T won't call me back

I'm not trying to be rude.  I'm just being blunt.  If you want to sit there and wait for AT&T to call you, that's your option.  But since you went to the trouble of posting here, I thought you might actually care about talking to them.  If that's your wish, I suggest you PM them.  It would not have taken much more time than the reply you just made to me.

*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 6 of 8
Tutor

Re: Installation didn't happen, AT&T won't call me back

Don't install it. Once you do, if you have an issue (which I have) you will spend hours and hours trying to get it resolved.

Message 7 of 8
Community Support

Re: Installation didn't happen, AT&T won't call me back

 

Hello 

 

 

 

 


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 sign in, 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 8 of 8
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