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Posted May 22, 2014
1:45:01 PM
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Where is it possible to email a detailed complaint?

Good afternoon,

 

I was wondering if it would be possible to have an email as to where a detailed explanation of a complaint can be sent.  I feel I have been patient with ATT as I have been without service for 4 days and would like an detailed explanation as to how the company is unable to service my specific issue.

 

Thank you!

Good afternoon,

 

I was wondering if it would be possible to have an email as to where a detailed explanation of a complaint can be sent.  I feel I have been patient with ATT as I have been without service for 4 days and would like an detailed explanation as to how the company is unable to service my specific issue.

 

Thank you!

Where is it possible to email a detailed complaint?

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May 22, 2014 2:18:25 PM
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No email address but I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

These folks will be able to help more than an email to someone.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

No email address but I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

These folks will be able to help more than an email to someone.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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: Where is it possible to email a detailed complaint?

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May 22, 2014 2:27:04 PM
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Thank you for the direction.  PM has been sent, hopefully not too long to read.

Thank you for the direction.  PM has been sent, hopefully not too long to read.

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May 23, 2014 5:51:32 AM
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Just in case anyone is curious, I sent the PM yesterday, no response but they do have a 2-3 day turn around time.  However the work that was supposed to be completed yesterday was not done and we are now on day 5 with no resolution, nor call back from any of the multiple "supervisors" I have spoken with.

Just in case anyone is curious, I sent the PM yesterday, no response but they do have a 2-3 day turn around time.  However the work that was supposed to be completed yesterday was not done and we are now on day 5 with no resolution, nor call back from any of the multiple "supervisors" I have spoken with.

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May 23, 2014 6:19:24 AM
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Keep in mind that the response time is usually in business days, and that Monday is a holiday.  You might hear today, but it could be that you will not get a reply until at least Tuesday of next week.  Hang in there (easy for me to say)--  Customer Care is an extremely effective group and will most likely be able to resolve your issue.   Please post with the results--I hope you get a rapid solution.

"Everything should be made as simple as possible--but not simpler."
--Albert Einstein

Keep in mind that the response time is usually in business days, and that Monday is a holiday.  You might hear today, but it could be that you will not get a reply until at least Tuesday of next week.  Hang in there (easy for me to say)--  Customer Care is an extremely effective group and will most likely be able to resolve your issue.   Please post with the results--I hope you get a rapid solution.

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May 23, 2014 6:29:41 AM
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I completely understand that Monday is holiday and I am ok with waiting on the response from here.  The shameful part is what has been happeing with the service I have been receiving from the phone unit.  If you want a copy of what has been going on so far I am more than happy to send it privately.  Im trying to be courteous and not just posting it here, for now.  And I will be updating regularly as I am keeping a daily tracking of any events involving ATT.

I completely understand that Monday is holiday and I am ok with waiting on the response from here.  The shameful part is what has been happeing with the service I have been receiving from the phone unit.  If you want a copy of what has been going on so far I am more than happy to send it privately.  Im trying to be courteous and not just posting it here, for now.  And I will be updating regularly as I am keeping a daily tracking of any events involving ATT.

Re: Where is it possible to email a detailed complaint?

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May 24, 2014 8:27:36 AM
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Update: Yesterday we were promised at 5pm after an hour on the phone that a technician would call us within 15 to 20 minutes to come out to the house and fix the issue of us having no service that was cut off by ATT by accident.  At 7pm finally we have to call and of course we are told that there was an outside technician but there is no one at our house nor the hub.  They then tell us someone would be out at 8am in the morning.  Call att today and of course the technician is still working on the line outside.  Needless to say there is no one there, so he must have an invisibility suit as he has been there for three days with no results.  So now on hold for another hour to find out who the invisible technician is.

Update: Yesterday we were promised at 5pm after an hour on the phone that a technician would call us within 15 to 20 minutes to come out to the house and fix the issue of us having no service that was cut off by ATT by accident.  At 7pm finally we have to call and of course we are told that there was an outside technician but there is no one at our house nor the hub.  They then tell us someone would be out at 8am in the morning.  Call att today and of course the technician is still working on the line outside.  Needless to say there is no one there, so he must have an invisibility suit as he has been there for three days with no results.  So now on hold for another hour to find out who the invisible technician is.

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May 25, 2014 4:58:26 PM
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Community Support

 

Hi lp618em,

 

I'm sorry about the delay to restore your service. I received your private message and will be glad to assist you moving forward. Please check your Private Messages for further updates.


SadathCS
ATTU-verseCare

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

 

Hi lp618em,

 

I'm sorry about the delay to restore your service. I received your private message and will be glad to assist you moving forward. Please check your Private Messages for further updates.


SadathCS
ATTU-verseCare

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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: Where is it possible to email a detailed complaint?

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May 27, 2014 7:04:49 AM
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Update 05/27: So on Friday night spoke with retention, and so far another broken promise and no resolution on our service.  On Saturday my spouse spoke with ATT for three hours and finally they got a tech to call and come out to the house.

The tech was very polite and amiable, unfortuntely for him and us it took them over 6 hours to finally fix the issue.  At this point it had been 6 days total wasted where we were forced to stay home as everyday someone was coming out. And to top it off, the GPON and N router that was supposed to be installed and caused all this drama can only be doen if I UPGRADE my service.  Are you kidding me, why would you promise me that I was getting this for 6 days and on the last tell me its not possbile unless I pay you more, so you screwed up my service and cause us undue stress for absolutely nothing?  ATT seriously needs to get their act together, and have a much better structure in place for escalation, specifically since apperently all your call centers are filled with "supervisors" but no one ever appears to be in charge of them.

Update 05/27: So on Friday night spoke with retention, and so far another broken promise and no resolution on our service.  On Saturday my spouse spoke with ATT for three hours and finally they got a tech to call and come out to the house.

The tech was very polite and amiable, unfortuntely for him and us it took them over 6 hours to finally fix the issue.  At this point it had been 6 days total wasted where we were forced to stay home as everyday someone was coming out. And to top it off, the GPON and N router that was supposed to be installed and caused all this drama can only be doen if I UPGRADE my service.  Are you kidding me, why would you promise me that I was getting this for 6 days and on the last tell me its not possbile unless I pay you more, so you screwed up my service and cause us undue stress for absolutely nothing?  ATT seriously needs to get their act together, and have a much better structure in place for escalation, specifically since apperently all your call centers are filled with "supervisors" but no one ever appears to be in charge of them.

Re: Where is it possible to email a detailed complaint?

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May 27, 2014 9:37:43 AM
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Employee
Ok, your a FTTP (fiber to the premise) install on BPON with either the 3800 or 3801 RG. The maximum internet speed is 18M (Max Plus) on a BPON ONT as provisions are for 25M profile.

Sounds as if (reading between posts) you wanted to upgrade to either Max Turbo or Power or Gigabit internet requiring a GPON ONT (outside line tech responsiblity) provided the area cards (splitter) have been updated to support GPON. Then requires a U-verse Premise Tech (PT) to handle inside home RG replacement.

The system does not currently (unless recent changed) allow a direct upgrade from BPON to GPON, requires the cancellation of your existing service and the scheduling of a new install that could be days or weeks before install meaning days or weeks without service.

Based on reading between posts, you ordered a change in service (effectively shutting down BPON (out of service), were you provided a new install date?

Your requests to have service restored, were repair requests to BPON, which is what was provided.

And yes UPGRADE, means changing of service if desire to have faster than 18M internet and 1SD/3HD IPTV streams provided on BPON ONT.
Ok, your a FTTP (fiber to the premise) install on BPON with either the 3800 or 3801 RG. The maximum internet speed is 18M (Max Plus) on a BPON ONT as provisions are for 25M profile.

Sounds as if (reading between posts) you wanted to upgrade to either Max Turbo or Power or Gigabit internet requiring a GPON ONT (outside line tech responsiblity) provided the area cards (splitter) have been updated to support GPON. Then requires a U-verse Premise Tech (PT) to handle inside home RG replacement.

The system does not currently (unless recent changed) allow a direct upgrade from BPON to GPON, requires the cancellation of your existing service and the scheduling of a new install that could be days or weeks before install meaning days or weeks without service.

Based on reading between posts, you ordered a change in service (effectively shutting down BPON (out of service), were you provided a new install date?

Your requests to have service restored, were repair requests to BPON, which is what was provided.

And yes UPGRADE, means changing of service if desire to have faster than 18M internet and 1SD/3HD IPTV streams provided on BPON ONT.
*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: Where is it possible to email a detailed complaint?

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May 28, 2014 6:12:45 AM
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Everything sire that you have said is correct, and I understand that if you want faster than 18mbps I would need to upgrade.  The problem however is that all I asked for was an N-capable router, thats it, and no N router needs to be above 18mbps.  When I originaly requested, not one person said anything about needing to upgrade my service.  Not once unti lthe very end, however they made the promise that I would have a working N-router.  So unfortuantely there is still a lack of knowledge on CSR side as to what can and can't be done.  If they would have just known that I would not be able to get one from the begining I would not have gone and wasted 6 days of my time with no service always waiting for a tech day after day.

Everything sire that you have said is correct, and I understand that if you want faster than 18mbps I would need to upgrade.  The problem however is that all I asked for was an N-capable router, thats it, and no N router needs to be above 18mbps.  When I originaly requested, not one person said anything about needing to upgrade my service.  Not once unti lthe very end, however they made the promise that I would have a working N-router.  So unfortuantely there is still a lack of knowledge on CSR side as to what can and can't be done.  If they would have just known that I would not be able to get one from the begining I would not have gone and wasted 6 days of my time with no service always waiting for a tech day after day.

Re: Where is it possible to email a detailed complaint?

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May 28, 2014 7:40:56 AM
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I am sorry for your experience, on FTTP installs the only option is a leased RG, prior to August 2013 the only leased RGs for FTTP were the 3800 and 3801. Both of these are 2. 4 ghz b/g wireless with (4) 10/100 ports.

Late summer (3rd Q) of 2013 the 589 RG was released with 2.4 ghz b/g/n wireless and (4) 10/100/1000 (giga) ports. This RG was designed to support bonded pair installs replacing the installation of the 3812 inid with the i38hg indoor unit for internet access. In addition the 589 gigaports were to support the 300M internet speeds in Austin Texas gigabit internet packages on GPON.

As this router design is to support faster internet speeds, suspect your request for this router was seen as a request to upgrade yoyr service (spend more money) and then change order was placed taken out of service.

While not 100% necessary to receive the 589 RG it is the common path.

A recent discussion on your issue... http://www.dslreports.com/forum/r29251894-Wireless-N-choices-
I am sorry for your experience, on FTTP installs the only option is a leased RG, prior to August 2013 the only leased RGs for FTTP were the 3800 and 3801. Both of these are 2. 4 ghz b/g wireless with (4) 10/100 ports.

Late summer (3rd Q) of 2013 the 589 RG was released with 2.4 ghz b/g/n wireless and (4) 10/100/1000 (giga) ports. This RG was designed to support bonded pair installs replacing the installation of the 3812 inid with the i38hg indoor unit for internet access. In addition the 589 gigaports were to support the 300M internet speeds in Austin Texas gigabit internet packages on GPON.

As this router design is to support faster internet speeds, suspect your request for this router was seen as a request to upgrade yoyr service (spend more money) and then change order was placed taken out of service.

While not 100% necessary to receive the 589 RG it is the common path.

A recent discussion on your issue... http://www.dslreports.com/forum/r29251894-Wireless-N-choices-
*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: Where is it possible to email a detailed complaint?

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Jun 1, 2014 12:45:58 PM
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lp618em wrote:

Everything sire that you have said is correct, and I understand that if you want faster than 18mbps I would need to upgrade.  The problem however is that all I asked for was an N-capable router, thats it, and no N router needs to be above 18mbps.  When I originaly requested, not one person said anything about needing to upgrade my service.  Not once unti lthe very end, however they made the promise that I would have a working N-router.  So unfortuantely there is still a lack of knowledge on CSR side as to what can and can't be done.  If they would have just known that I would not be able to get one from the begining I would not have gone and wasted 6 days of my time with no service always waiting for a tech day after day.


I see that it's been about 9 months since I've first posted and there still seems to be a similar number of recurring complaints about customer service.  Nobody at AT&T seems to want to fix the fundamental problem of poor customer service at the call centers.  It does look like "@my thoughts" is writing in slightly more coherent and complete sentences.


lp618em wrote:

Everything sire that you have said is correct, and I understand that if you want faster than 18mbps I would need to upgrade.  The problem however is that all I asked for was an N-capable router, thats it, and no N router needs to be above 18mbps.  When I originaly requested, not one person said anything about needing to upgrade my service.  Not once unti lthe very end, however they made the promise that I would have a working N-router.  So unfortuantely there is still a lack of knowledge on CSR side as to what can and can't be done.  If they would have just known that I would not be able to get one from the begining I would not have gone and wasted 6 days of my time with no service always waiting for a tech day after day.


I see that it's been about 9 months since I've first posted and there still seems to be a similar number of recurring complaints about customer service.  Nobody at AT&T seems to want to fix the fundamental problem of poor customer service at the call centers.  It does look like "@my thoughts" is writing in slightly more coherent and complete sentences.

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