2 Messages
Fiber
Today marks the sixth time that AT&T has made an appointment to install fiber only to not show. I’ve spent countless hours on the phone with representatives, who simply advised me that their system will not allow a tech to be scheduled because of some glitch that no one knows how to fix. I’ve made numerous appointments that have been confirmed; however that’s where it stalls because the scheduling system does not go through to an install technician. I’ve spoken to numerous supervisors, who have no clue why this is happening. In fact, one suggested I try to find another provider since their customer service is so poor at AT&T. I’ve never had to beg a business to allow me to do business with them. This is by far the worst customer service experience I’ve ever had in my 68 years. Whatever happened to simply communicating by phone to the correct department instead of relying on a scheduling system that is obviously subpar? For those who might question if fiber is available at my location, the answer is yes. In fact, I had it at my previous house next-door, which is only a few feet away. Even the AT&T website indicates there is fiber available at my address. If anyone has a suggestion I would love to hear it. At this point I’m searching other options so that I don’t have to deal with AT&T.
ATTHelp
Community Support
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232.9K Messages
4 months ago
“Hi @kathylowks,
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help”.
Thank you,
Jusin, AT&T Community Specialist.
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kathylowks
2 Messages
4 months ago
Thanks, Justin, for answering. The forum was actually my last-ditch effort to find a resolution. I’ve already tried “contact us” multiple times and have had no luck. I’ve gone to two different brick and mortar stores on more than one occasion; no one could help. The store managers have spent hours on the phone with customer service and had the same outcome as I have - absolutely no help. I’ve spent hours on the phone, an average of about 3 hours each time, and on chat. AT&T customer service is completely useless. I do appreciate you reaching out though. The only answer anyone can give me is there is a problem with communicating the confirmed order with the tech who is actually in the field. It’s a system error, completely on the part of AT&T. Their reps say there is simply no way around it. I even asked if a phone call could be made to the tech service so that the fiber can be installed. The reps said no it HAS to go through the system. I’ve been assured at least five times a tech would arrive. It still hasn’t happened. This whole process started in January. Surely I’m not the only customer who has experienced this. Would love to have a contact at AT&T who could actually follow through for once and resolve the issue.
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gr8sho
ACE - Professor
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5.7K Messages
4 months ago
You’re stating att.com shows your address as eligible for fiber, yes? And it allows service to be ordered.
If that’s the case, then using an independent group like BBB might be worth using, provide the story given, and a higher level authority will investigate on your behalf.
(edited)
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