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New Installation Issues

Tutor

New Installation Issues

I ordered a Bundle of Internet and UVerse for our new home. When the Tech arrived I asked if he could just hook up the Internet/Wifi and I could schedule the TV installation later because my TVs had not been delivered. He said Yes. He hooked it up. I later found out he had cancelled my Bundle and charged me $99 for the Internet hook up and that was all I had service for. It was also the FULl price for the Fiber High Speed Internet. I called ATT and they said the $99 was automated and nothing could be done. However, they could schedule my TV hook up and give me a $100 Gift Card and bundle my services. I agreed. Upon further thought I was upset because the TECH had cancelled my original service and not told me while charging me $99! What a mess. I would have just cancelled his visit if I had known he was going to change everything! I lost some money by not ordering online too when I had to go through the ATT telephone service. Does anyone have any recommendations for me? I do have a service date to install my TVs later this month. UGH! 

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Message 1 of 5
Employee

Re: New Installation Issues

the tech has no authority or the ability to cancel your order or charge you for the install, all he does is dispatch on the job does the install and then closes his dispatch out the system automatically bills you

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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 5
Tutor

Re: New Installation Issues

He did though. My first clue as when I saw my bill. Now what?
Message 3 of 5
Highlighted
Employee

Re: New Installation Issues

you would need to call them but when i was an installer we used an ipad and there were 2 options on the job dispatch when you arrive and close after you install we had no option to bill, if you closed the job without doing work (ie customer not home) then it was put into jeopardy status which dropped it back into the dispatch pool .

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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 4 of 5
Tutor

Re: New Installation Issues

I was home. I asked him if we could install the WiFi and not install the TVs as they were not there. He said Yes. I did not know he was canceling the Bundle I had put together of Internet and U300 television. I was charged $99 for the installation and the highest rate because it was not bundled.
Message 5 of 5
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