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Yikes! Installation HORRIBLE! Should I go back to TWC?


Yikes! Installation HORRIBLE! Should I go back to TWC?

Installation was last Friday.  Tech was utterly clueless, here for 6 hrs, left with no working internet and two TVs not working, BUT HE CLOSED THE INSTALLATION TICKET!!!  Nice gal at Customer Service line reopened ticket, but sent tech to work on the box at the street.  I waited to talk with him, but he left without coming to the door and with NOTHING FIXED AGAIN, HE CLOSED THE TICKET AGAIN!!!  Now expecting YET ANOTHER TECH this Saturday at 4pm.  I am deeply concerned that AT&T has even worse technicians and technology than Time Warner (their boxes kept failing, the remotes chewed through batteries and most of the keys didn't work, etc.)  Would somebody PLEASE tell me if there's anything I can do to make Saturday's latest tech call on the STILL OPEN INSTALLATION TICKET more successful?  My husband was disgusted with the first installer (my husband was finally able to make our internet work after about an hour of fiddling with it) and is ready to call Dish Network.


Message 1 of 4

Re: Yikes! Installation HORRIBLE! Should I go back to TWC?

Hello, Saschoeppel


My name is Morgan, I'm one of the Community Specialists. I'm very sorry to hear about the multiple issues and unsuccessful tech visits, but I'll be glad to help you get this resolved. I'm going to send you a private message that will land in your inbox and we will move forward from there. Thank you!

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 4

Re: Yikes! Installation HORRIBLE! Should I go back to TWC?

Very cool Morgan.  Hopefully, the OP will post his outcome.

Message 3 of 4

U-Verse has a major problem!

Case in point, when a AT&T customer service agent swears that you have a installation appointment and demands that I need to assure that someone will be at the location. I have also received text, e-mails, and verbal CONFIRMATION that the installation will be made from 1:00-3:00. in fact nobody showed.


Moving into our dream house should be a memorable, but in reality, it has been a nightmare.


It is obvious that AT&T has a major issue with lack of communication among the different departments (engineers, outside techs, inside techs and the poor customer service agents). This needs to be resolved

like yesterday!!


I have taken two days off from work to spend unbelievable time that was wasted

getting nothing done for my U-Verse installation.


AT&T has offered $20 for the inconvenience this has caused my family who has had no service for two weeks. UNBELIEVABLE!! Bad, BAD




Unsatisfied Customer,


Neftali Manrrique

Message 4 of 4
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