Quality of Technical Support

Contributor

Quality of Technical Support

Our internet, tv, and telephone service went out on Wednesday morning.  I called Wednesday to report the outage, and on Thursday, an AT&T "outside tech" arrived at our house.  He let us know that the problem was with their network, and that we needed a visit from one of their inside techs.  The inside tech would "ID the line", enabling them to pinpoint the problem within their network.  So far, so good.

 

But then it began to go downhill.

 

I called AT&T back on Thursday (on my cell phone) to schedule the visit from the inside tech, and was told that no one was available on Friday, but that they would have a tech out and fix the problem on Saturday between the hours of 8am and 6pm.  Being a busy family, we rearranged our Saturday to make sure that either my wife or I would be home during that rather broad 10 hour window.

 

Having heard nothing from AT&T all day on Saturday, I called them at 5:30pm to see whether they were still going to arrive by 6pm.  The service rep on the phone called my local dispatcher, and relayed the information to me that their techs had been backed up, and that we wouldn't see a tech until tomorrow, Sunday, sometime between 8am and 6pm.  Since we had rearranged weekend activities and commitments to suit AT&T's schedule on Saturday, we were unable to have someone at home on Sunday. 

 

So, since Wednesday evening, my children have been challenged on turning in their homework assignments, which are now completed and submitted online.  In addition, my 88 year old mother who lives in our guest house, does not have a functioning lifeline emergency response system, which is based our our landline phone service.

 

On Monday, I will call AT&T's ironically named "Customer Retention" number to cancel my Internet, TV, and two landlines that we have with our Uverse service.  In addition, I will cancel the service we have on three mobile phones and their related data plans.  Tomorrow, on Sunday, I will research whether to go with Comcast, Dish Networks, or Direct TV for our Internet, TV, and two landlines.  Similarly, we will look at Verizon, Sprint, and maybe even T-Mobile for cellular phone and data service.

Message 1 of 6 (324 Views)
Community Manager

Re: Quality of Technical Support

Hello, Stanleyford!

 

Thanks for posting. I'm so sorry to hear about your recent experiences with your U-verse outage. We would certainly hate to see you go, so please click here to send our U-verse specialists a private message.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other 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 2 of 6 (277 Views)
Contributor

Re: Quality of Technical Support

I have had UVERSE since 2010, more than 20 service calls for service failing.  This included the new unit we moved into 6 months ago.  The problems are so ridiculous we switched to Direct TV and canceled the TV, retaining Internet only.  The Internet goes out Friday morning 3.28.14. I call, am advised that nothing can be done in regard to a tech until Monday,  3.31.14. I don't like it .. AT ALL .. yet feel completely at their mercy.  Monday comes .. wife logs on to complete reports for regional autism funding for her child clients.  Can't retrieve the reports,  BECAUSE WE HAVE NO INTERNET service. So no services.  Sorry kiddos.  Today is 4.1.14. I was assured yesterday that the ticket was placed in a high priority.  Still not done. I call today.  Told that the have no idea why the ticket was not picked up, I advise, that I told the reps yesterday (3.31.14) this is what I suspect as I've worked in technology support and most creations actually have to be assigned or picked up .

 Still I'm told that it will begin done with extremely high priority tonight or tomorrow at 8am. Really?  I asked these same question yesterday, and getting the same answers - without results.  

 

Looks like I'm dumping the interne too.  They're placing my wife in a bind just to complete her work forward a service WE PAY for ... 

 

Thanks AT&T, SMH.  For nothin .. I'm canceling this service MANA. 

Message 3 of 6 (254 Views)
Contributor

Re: Quality of Technical Support

& of course I come home late Tuesday evening and it's STILL not done (that's 5 days without interned services,  basically like ditching work for 5 days through no fault of my own), and I've been on the phone Friday,  Monday,  & Tuesday requesting answers as to WHY this has not been remedied, in fact the ticket creation hasn't even been PICKED UP OR ASSIGNED.  

Message 4 of 6 (238 Views)
Community Manager

Re: Quality of Technical Support

Hello, AMorrison562!

 

Thanks for posting. I'm so sorry to hear your internet is still out. We would be happy to look into this, so click here to send us a private message.

 

In your message, please include your name, phone number, email address, and the best time to reach you. Keep an eye on the little blue envelope icon in the top right corner of your screen for a response.

 

In the meantime, feel free to message me with other 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 5 of 6 (231 Views)
Community Support

Re: Quality of Technical Support

Hi @AMorrison562,

 

We have received your message and look forward to working with you to get this issue 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 here in the Forums by sending us a Private Message or checking out our Chat Support.

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 (220 Views)
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