07-07-2014 11:25 PM
07-08-2014 5:34 AM
07-08-2014 11:02 AM
I am so sorry about the delays in your U-verse service, but I will be happy to look into this further for you. We will be sending you a private message to gather more information.
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07-18-2014 7:57 AM
So I recently moved into a new home a month ago and have been trying to set up U-verse service. My neighbors on both side of me have service and have had it for years. I was also a previous U-verse customer for years so I was excited to get set up.
On June 27th I had called to set up service and found a customer service agent who was very helpful. Although the system had showed that my home was not available for service, she was able to quickly have my home validated as capable of adding service and set me up for installation on July 3rd AM. On July 2nd, I was called and told service was canceled due to facility issues. I called back and the agent was able to get the issue passed to the escalation team. They were able to get the installation re-scheduled for July 3rd AM. On that day, at 12PM I called to check why they had not come. Customer service contacted the dispatcher, and I was told they'd be there by 3pm. At 4PM - no show, so I called again, and this time the customer service agent promised that no matter what, they would arrive by 8PM. By 9PM - no one had arrived.
Fast forward to July 5th, and I get a call saying that due to a facility issue - the installation would not happen until July 15th. Frustrated, but still eager to get Uverse I agreed to reschedule. As you would expect, on July 14th I recieved a call saying there was a delay and the issue would be resolved by July 18th. You can imagine my frustration by then.
Well guess what? July 17th I recieve a call saying that due to the facility issue, the next expected date would be August 15th. I requested to get it escalated and talk to Engineering - the agent stated "Sorry Sir, Engineerng won't provide us with more detail other than its a facility issue. I cannot commit to an install date. There's nothing more we can do"
I've been essentially begging for almost a month to get service but AT&T appears to not really want my business. Would any AT&T management serious expect their customers to wait for more than 6 weeks to get connectored? I know Comcast customer service stinks- but this doesn't seem any better.
What else can I do? Just get Xfinity I guess.
07-18-2014 8:08 AM
I'm having the same issue; 21 days and counting with no commitment on a completion date. What I want to know is why not provide your cusotmers with more detail instead of the generic facility issue response. If you can't serve them SAY so, but don't string them out indefinitely until other people cancel. That's terrible customer service - are you trying to compete with Comcast?
07-18-2014 7:38 PM
I have been getting the runaround for two days now. Going back to last week, I called AT&T and got signed up for service. The install date was scheduled for July 17 from 1-3PM. TIme came and went, and noone ever called, showed up, sent a text, sent an email - NOTHING. So then I talked to someone that night and they said that there was a database error in their system and that the ticket never got sent from customer support to dispatch. This person was supposed to call me back first thing in the morning (July 18) - and I still have not heard back. However, at 11AM I decided to go ahead and make a call to "customer support". Well, after staying on hold for over an hour, the nice lady came back to tell me that there was a "facility issue". No details, no ETA, nothing.
I am beginning to get very discouraged. It's not the fact that it has went on long (yet), but rather the fact that one CSR was obviously dishonest with me while another gave zero details as to why there were problems and when I may get service.
This is no way to treat a customer.
07-21-2014 11:20 AM
I apologize for the delay in your installations, our U-verse specialists will be happy to help! You can send us a private message by clicking here, please include your name, phone number, account number and the best time you can be reached.
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07-22-2014 12:08 PM
I had exactly same issue.
they kept screwing up my appointment day, and when I finally got a solid confirmation...
they called me one day before the appointment day and told me they are having facility issue.
I work from home, and there was no way I could wait for 1 more week or who knows... 1 month more? They could not tell me when they can fix this issue and set the appointment anyways.
So I called timewarner and hoolay, they came in next day and now I have an internet!!
I could not believe how at&t kept screwing us over.
I spent so much time trying to fix all the issues I had, and now it is meaningless since I ended up canceling the order.
If you guys have other options for internet networks, go to others.
I am so glad I took action and went with time warner.
At least, I have an internet now!
07-23-2014 1:36 PM
07-29-2014 3:41 PM
08-19-2014 4:07 PM
Another person here whom has gotten the famous "Facility Issues" garbage. They call me a day before installation date to tell me they can't install my service. When their site clearly says, "Available at your address".
I live in an apartment complex, where others around me have AT&T. But I can't?
From the looks of it, I will be staying with Time Warner Cable!
11-14-2014 6:06 PM
11-14-2014 6:09 PM
04-30-2015 8:40 AM
Anyone have an update on how long it took to get it resolved? I'm in the same boat and have lost all hope to be ever told what is going on or if ever the issue will be resolved.
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