07-24-2014 8:26 AM
Does anyone have any suggestions for how to ensure that AT&T keeps their service appointments? No one showed at the appointment time and no one called until after the appointment. I'm tryting to decide if we should switch to another carrier. Is this typical?
07-24-2014 5:38 AM
So I have been an AT&T U-Verse customer for about three months now. Before this I had Comcast for years. After moving I was so happy to hear I had other choices and quickly ordered the Gigapower after seeing the free tablet promotion and the available options it had. I never thought in my wildest dreams that someone could be worse than Comcast. Well, since I have joined they have, installed the wrong internet speed (ordered 300 mbps and had 3.0 mbps installed), cancelled two separate service appointments without any notification, and now I just learned that they cancelled the promotion that would give me a free Samsung tablet without notifying me at all. I just spent the last 30 minutes on the phone in order to fix this. I have already been waiting almost three months for the tablet and now I have to wait another 4-6 weeks. I was initially told that it would arrive in 6-8 weeks and now it will be somewhere around 14-16 weeks. Is anyone else having as much trouble as I am?
07-24-2014 9:03 AM
I have had two appointments cancelled on me without any notification. I had to change my schedule around so I was home at the times so I was a little peeved, putting it nicely, when I found out they were cancelled. I am also dealing with an issue regarding the free tablet that was part of the promotion when I signed up. I am waiting to hear back about how AT&T sends me notifications in hopes that it will solve at least some of the issues I have been having. I am coming from Comcast so I am not new to being disappointed but I was hoping for better service with AT&T U-Verse. So far not so good.
07-24-2014 1:18 PM
I had the same thing happen to me in June. A U-verse tech set up an additional appointment for me for the following day. I waited all day and no one ever came by or even called me. I had to conduct a live chat the day after said missed appointment. After the live chat was conducted the original tech called me and was rather upset by my live chat request for a new appointment. I did have the issue resolved by another tech who visited and was very pleasent and very helpful. All you can do is check on your appointment either by phone or online and if they don't show let the company know.
07-25-2014 10:13 PM
I am sorry for your disappointment in the missed service call.
The company schedules appointments based on number of schedule techs assigned to work each day and an average time frame per job.
If one or two call in the load is not reduced just the wait time becomes longer.
If a job takes longer than scheduled, the load gets backedup, longer wait time.
Once the window is missed normally receive notice to reschedule.
The load is a dayminic dispatch, the jobs are not preassigned. When a job is completed, the system looks at what the tech is enabled for and the next job in list that matches.
This could mean being pulled out of assigned area to support a short handed area resulting in long commute time between jobs.
In short , no way to be guaranteed each and every job, but a large majority are within time frame. Those that are not generally occur in a limited area of techs available.
The tech is no way responsible, picking up a noon to 4 job at 4:30 with 45 minute drive time, arriving at 5:15 is not the desire but is better than picking up a 4-8 at 8:15 with 45 minute arriving at 9pm. Some will reschedule if beyond appointment, others insist on visit... Either way techs do the best they can but sometimes the best may not be good enough when expectations cannot be met.
07-26-2014 4:50 PM
Happened to me once on a service call as I schedule my appointments in the block of time after my work. The problem is if the techs are on a job taking longer than expected you (the latest appointments) get the boot. Att called me 1 minute before closing to let me know. They put me on a priority the next day and it worked out fine.
It sucks, but understandable with all this tech and some customers unable to even understand a remote the techs take longer in the field.
12-20-2014 2:56 PM
12-20-2014 3:03 PM
l have now been waiting for three days for AT&T to come through. This after they disconnected my phone and Internet without notice so I could "upgrade" to Uverse with 1.5 MB of service. A tech was at my house two days ago and was unable to start service. This, after a day when nobody showed. Here we are again, after two days off work and no tech. It is 3 hours past the appointment window. How do they survive? A local realtor has sent out a flyer with contact info for alternative service-I may need to do that.
Contact ATT Uverse Care on the link in my signature.
Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service install problems. They are available M-F 8am-11pm Eastern time (also around on weekends), response may take up to 2 business days.
This is not the regular CS/TS phone people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.
Include your account #, email address and a good phone # (land or cell) and time to contact you on.
Check the blue PM envelope, upper right on every page, for their reply. Good luck
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Need Help? PM ATT Uverse Care (all service problems)
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I Call It Like I See It, Simply a U-verse user, nothing more
07-07-2015 8:49 AM
I had an appointment scheduled 2 weeks ago and left work early to hurry home to meet the 5:00p appointment time. At 6:00p I checked the status of the appointment only to see a message that the tech would be delayed due to "network issues". I checked back at 7:00p to find the same message. At 8:00p I checked and the message had been updated to include "you will be contacted to reschedule your appointment or you can continue to check back". As of this date (weeks later) there has been no call to reschedule. But I also learned that the picture freezing / pixelating issues were widespread and everyone was having the problem with the same "fixes" not working...so I have no idea what is the solution. Communication from ATT is almost non-existent.
05-21-2016 2:12 PM
08-15-2016 12:46 PM
Hello there! I just wanted to echo the current frustrations that people are having with appointments not happening. We live in a world where you can easily text the fact you won't make it to your doctor's appointment. I understand there are issues with scheduling but if this consinues to happen, your system is ineffective and needs revamping.
What do we to get service without having to be on the phone for three hours during a workday?(My husband is on said call as we speak.)
10-13-2016 2:37 PM
I waited from 1:00 to 4:30 today & never got notice that my appointment would not be kept until after 4:30. I got notice by rechecking the MyATT app on my phone. I had it open the whole time & it continued to show the appointment time every time I refreshed until 4:30. Then it said my problem had been due to an outage which had now been resolved. It would have been nice to know that I didn't need to wait around the house all day.
07-03-2017 10:11 AM
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