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Posted Feb 6, 2014
6:25:04 AM
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Very disappointed in customer support

I've had Uverse internet for about a year and experienced my first outage last Friday when a construction crew dug up the fiber optic cable in my neighborhood.  Six days later the cable remains unspliced and the service center seems entirely clueless.  Thrice they have dispatched an "inside technician" only to have him report that he cannot do anything because the cable is cut.  Calls to the service number result in the representative placing me on hold while he or she disappears to check with "the construction department."  I cannot believe there is a wall between the people responsible for the cable in the neighborhood and general technical support for residences, but there appears to be.   If there is this sort of organizational barrier in AT&T, there should be a seperate service number for cable issues.  Does anyone know the name/email of the appropriate AT&T executive heading the support organization?  I very much wish to share my experience with him or her.

I've had Uverse internet for about a year and experienced my first outage last Friday when a construction crew dug up the fiber optic cable in my neighborhood.  Six days later the cable remains unspliced and the service center seems entirely clueless.  Thrice they have dispatched an "inside technician" only to have him report that he cannot do anything because the cable is cut.  Calls to the service number result in the representative placing me on hold while he or she disappears to check with "the construction department."  I cannot believe there is a wall between the people responsible for the cable in the neighborhood and general technical support for residences, but there appears to be.   If there is this sort of organizational barrier in AT&T, there should be a seperate service number for cable issues.  Does anyone know the name/email of the appropriate AT&T executive heading the support organization?  I very much wish to share my experience with him or her.

Very disappointed in customer support

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Feb 6, 2014 6:52:10 AM
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Hello, demisod!

 

Thanks for posting. I'm sorry to hear about your recent experience, and we definitely want to get your problem resolved as soon as possible. Please click here to send a private message to our U-verse specialists.

 

In your message, please provide 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, please feel free to message me with any other questions or concerns!

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Hello, demisod!

 

Thanks for posting. I'm sorry to hear about your recent experience, and we definitely want to get your problem resolved as soon as possible. Please click here to send a private message to our U-verse specialists.

 

In your message, please provide 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, please feel free to message me with any other questions or concerns!

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

*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.

Re: Very disappointed in customer support

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Feb 6, 2014 8:39:37 AM
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demisod wrote:

...  I cannot believe there is a wall between the people responsible for the cable in the neighborhood and general technical support for residences, but there appears to be.   If there is this sort of organizational barrier in AT&T, there should be a seperate service number for cable issues. ...


AT&T is a huge organization with many fiefdoms.  U-verse in most regions is more like a CLEC than another division of the same ILEC, i.e. they have their own separate billing system from the POTS system; have different tech crews that support the plant vs the premise techs that support U-verse directly, with different management organization and dispatch.  Sometimes unionization plays into this, sometimes not.

 

Most callers are not qualified to know when to call to report a cable issue, which is why you have to go through the support organization for the service.

 

Take the advice in the previous post and send the PM.  This escalation group can apparently work all sides of the issue and get results where the first-line support organization has failed.

 


demisod wrote:

...  I cannot believe there is a wall between the people responsible for the cable in the neighborhood and general technical support for residences, but there appears to be.   If there is this sort of organizational barrier in AT&T, there should be a seperate service number for cable issues. ...


AT&T is a huge organization with many fiefdoms.  U-verse in most regions is more like a CLEC than another division of the same ILEC, i.e. they have their own separate billing system from the POTS system; have different tech crews that support the plant vs the premise techs that support U-verse directly, with different management organization and dispatch.  Sometimes unionization plays into this, sometimes not.

 

Most callers are not qualified to know when to call to report a cable issue, which is why you have to go through the support organization for the service.

 

Take the advice in the previous post and send the PM.  This escalation group can apparently work all sides of the issue and get results where the first-line support organization has failed.

 

*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.

Re: Very disappointed in customer support

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Feb 6, 2014 10:59:34 AM
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I sent the PM. We'll see what happens. Thanks
I sent the PM. We'll see what happens. Thanks

Re: Very disappointed in customer support

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