Nightmare with AT&T - Now my 80 year old mom has no service!

Tutor

Nightmare with AT&T - Now my 80 year old mom has no service!

Is there anyone at AT&T that cares?  Its been unbelievable.  Simply tried to change my mother's exsisting AT&T phone plan and internet service from DSL to Uverse.  We started talking to AT&T on October 15. Four customer service reps later, she now has no service. An installation technician is scheduled for October 31.  However, two installation dates were scheduled in the past with no results.  The first date, no one showed up.  The second date, a technician disabled the DSL service, then discovered that there was a Uverse outage.  He was not able to reconnect the DSL service, and said to call customer support to reactivate it.  When we called customer support, they no longer had the old account information in their system, only the new Uverse account, so could not help us. Can someone help us? Pretend to care?  Provide contact info where I can relay our experience?   She lives alone. 

 

Contact info for FCC?

 

 

 

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Message 1 of 9
ACE - Expert

Re: Nightmare with AT&T - Now my 80 year old mom has no service!

I don't have the contact info for the FCC, which is a bureaucracy as big, or bigger, than AT&T.

 

What I do have is another suggestion.  Please click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) in a business day or three.

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.

*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 9
Community Manager

Re: Nightmare with AT&T - Now my 80 year old mom has no service!

Hello, lindyco!

 

I'm so sorry to hear about your recent experiences. As JefferMC mentioned, the quickest way to get this resolved would be by sending a private message by clicking the link he provided in his post.

 

Please let me know if you have any additional questions or concerns!

 

-Mariana

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 9
Tutor

Re: Nightmare with AT&T - Now my 80 year old mom has no service!

Thanks for your reply.  I've sent a message.  

 

Wait a business day or three for a response?  Add it to our experience that AT&T's customer service is unacceptable.  Apparently my mother's condo has limited optons for service providers, otherwise she would no longer be with AT&T.

 

Really, where might I complain where it might do some good?  

 

Message 4 of 9
ACE - Expert

Re: Nightmare with AT&T - Now my 80 year old mom has no service!

The "or three" I added in my standard reply to account for holiday weekends (since not everyone understands the concept of "business day").  Depending on the time of day you post, often you hear from someone the same day and looking at the clock, that would be my expectation for you.

 

Google "at&t office of the president mailing address" if you want someone to mail a formal complaint to.  If you have a specific employee issue you'd like addressed, you can send a PM to one of these two people:

 

https://forums.att.com/t5/user/viewprofilepage/user-id/2802899 (Mariana)

 

https://forums.att.com/t5/user/viewprofilepage/user-id/2139912 (Dimitry)

 

 

 

 

*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 5 of 9
Scholar

Re: Nightmare with AT&T - Now my 80 year old mom has no service!

When I contact the FCC, I usually go to the FCC website and fill out their form.  Otherwise, you'll have to download it and mail or fax it in.  There's no phone number to call.

 

https://www.fcc.gov/complaints

 

Don't expect immediate turn-around.  It may take a week or more, but they will respond.  They have responded to each of the ones I've sent in, sometimes asking for additional information to clarify the complaint.

Message 6 of 9
Highlighted
Community Support

Re: Nightmare with AT&T - Now my 80 year old mom has no service!

Hi lindyco,

 

We have received your message, and look forward to working with you to get this resolved.

 

-David T

 


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 7 of 9
Tutor

Re: Nightmare with AT&T - Now my 80 year old mom has no service!

Thanks,

 

I was contacted via email later the next day.  I replied via email.   Apparently, replies can only be sent via private message, so my email was not received.  (Perhaps AT&T could mention that in their emails.) Fortunately AT&T sent another email when they hadn't heard back, explaining that important point) I havent heard back yet since I sent a pm.

 

Thanks for the contact info.  

 

A technician arrived yesterday after the scheduled time.  My mom now has U-verse, but there are still issues to resolve.

 

 

Message 8 of 9
Tutor

Re: Nightmare with AT&T - Now my 80 year old mom has no service!

Thanks for taking the time to provide this info and your experience. It may be a worthless use of time, but not as much time as I've spent with AT&T with nothing but aggravation to show for it.
Message 9 of 9
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