TVs are freezing and pausing. Multiple TVs and intermittent problems.

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Teacher

TVs are freezing and pausing. Multiple TVs and intermittent problems.

 
Message 1 of 10 (854 Views)
Community Manager

Re: TVs are freezing and pausing. Multiple TVs and intermittent problems.

Hello @nikesboy ,

 

If you're looking for assistance with specific issues, 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.

 

Thank you,

Dmitriy


Rethink Possible


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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 10 (790 Views)
Teacher

Re: TVs are freezing and pausing. Multiple TVs and intermittent problems.

I have another outstanding issue and I've inquired twice as to the outcome.  One of your team wrote back and asked for a good number and time to call.  I provided that but that time has come and gone.  

 

Disappointed with performance.  

 

 

Message 3 of 10 (771 Views)
Teacher

Re: TVs are freezing and pausing. Multiple TVs and intermittent problems.

The TVs intermittently freeze or pixilate, often during a sporting event.  It takes too, too long to call or, if we do call, to wait in the queue.  Chat can be the same way.  Often, the suggestion is to reboot which becomes a problem if watching a sporting event.  It's also a problem if we've already done that.  The solution then is to send out a tech.  

 

The last tech was a no-show and we had to call and reschedule.  We also cannot tolerate the 4 hour window in which we have to be on call.  In the past, the tech called early.  I had been emphatic on the chat line not to call my wife early as she has responsibilities at a school and could not leave.  The Chat CSR said it was noted.  

 

When the tech called early, my wife said she could not leave school but could be available after 4:00.  The tech simply reported that we were not available.  We had to then reschedule and be available for another 4 hour window.  It's sort of a circular thing.  And it's frustrating.  

Message 4 of 10 (770 Views)
Teacher

Re: TVs are freezing and pausing. Multiple TVs and intermittent problems.

As follow up, please don't ask for good times to call and then not call.  That simply adds insult to injury.  You're a huge company.  While I like this product, your hugeness is also your handicap. 

Message 5 of 10 (769 Views)
Community Manager

Re: TVs are freezing and pausing. Multiple TVs and intermittent problems.

We ask for the best time you can be reached, not just by phone. They might be reaching out via email or private messages on the Forums. Check for any messages or email from our specialists. Also, when did you send it? It might take up to 3 business day for a reply.

 

Thanks,

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

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 6 of 10 (746 Views)
Teacher

Re: TVs are freezing and pausing. Multiple TVs and intermittent problems.

[ Edited ]

They asked for my phone number and best times to call. I gave them both. If it is going to be a couple of days, the note should probably say that.

At any rate, it had been 5 days or so with no word. And that was after waiting about a week with no follow-up. Thus, my comments. If a customer is irritated, these delays exacerbate the problem.

Unfortunately, this seems to be a common problem for really big B2C companies.

Sims [edited for privacy – please do not post personal information]

Message 7 of 10 (738 Views)
Teacher

Re: TVs are freezing and pausing. Multiple TVs and intermittent problems.

I have still never heard from AT&T after all of this.  We had the no-shows and then a little follow up to that.  They then asked for good times to call and a good number to call which I gave them.  A while later, someone did call.  The area code was Texas.  The fellow left a phone number to call but it was some sort of number that asked for my telephone number and passcode and then provided me with automatic hint and suggestion prompts.

 

I've no idea what is going on but AT&T is just baffling to me.  The customer service is a struggle for the company, I know.  What is the consumer to do?   

Message 8 of 10 (684 Views)
Teacher

Re: TVs are freezing and pausing. Multiple TVs and intermittent problems.

The problem still exists. I've found that there is no accountability anywhere within the service delivery process. If there is no response, if there are no shows, etc. No problem, at least not for AT&T. It's the same thing day in an day out - lack of accountability and then there are those times where integrity is lacking. That is a shame for a company like AT&T. The A used to mean "American."
Message 9 of 10 (537 Views)
ACE - Expert

Re: TVs are freezing and pausing. Multiple TVs and intermittent problems.

I'd suggest PM'ing Customer Care again.  And let us know in this thread that you've PM'ed them and what (if any) treatment you get from them.  There are Community Managers that read through these forums and will note that you're not getting helped and will apply heat.  But if you go away for several months without posting, then we don't know you need help still; we assume that you've been contacted out of band (by phone, by e-mail) and you've gotten helped.

Please, let us know either way.

 

 

 

*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.
Message 10 of 10 (517 Views)
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