4 Messages
Urgent: Delayed Internet Installation – Seeking Resolution
Hello AT&T Support,
I am writing to express my disappointment with a recent issue I have encountered regarding my internet installation. As a loyal customer for over 10 years, I have generally been pleased with AT&T’s service. However, this experience has been far from satisfactory.
On April 6th, I was scheduled for internet installation, but the day passed without any update or communication from AT&T. After spending 2-3 hours on hold, I was finally able to speak with a representative who rescheduled the installation for April 12th. Unfortunately, the same issue occurred today—no contact was made to update me on the status of the installation. After another long wait on the phone, and multiple escalations, I was informed by a manager that the installation would not proceed as scheduled, without any further explanation.
This lack of communication and follow-through is highly unprofessional and inconvenient, as I rely on internet access for personal and professional reasons. I would appreciate a prompt resolution to this issue and a clear communication going forward.
Please let me know how AT&T plans to rectify this situation as soon as possible.
skeeterintexas
ACE - Expert
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28K Messages
3 months ago
This is a customer populated message board and not a way to contact AT&T. No one here can bring you a resolution. It is recommended that you file a complaint with the BBB.
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my thoughts
Former Employee
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22.5K Messages
3 months ago
Two no shows, without calls from tech or dispatch, suggests there is a facilities issue where service cannot be provided.
What speed tier is available for the address?
Facilities issue could be no port available, no terminal post, or incorrect address as well as address being turned green for order when it should be red.
If check order status online does it list install date of 12/30/2036 or similar this is a place holder date with no know date.
If cannot find order the order has been cancelled.
Best to consider your other ISP options which could include local cable, FWA from T-Mobile, Verizon or possibly ATT AIR, or satellite internet from StarLink as well as other WISPs.
zip code?
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Darkwar141
4 Messages
3 months ago
Thank you for shedding light on the potential reasons behind the no-shows for my internet installation. While I appreciate the insight into what might be a facilities issue, I’m puzzled as to why none of this was communicated to me during my multiple lengthy calls with customer support.
My entire neighborhood recently received AT&T service installations, including installations last month. As such, it’s confusing that I am the only one experiencing these delays. This has led me to question whether other factors, perhaps unintentional oversights related to my specific situation, are at play.
I have diligently followed up, spending over five hours in total on phone calls, based on assurances that my installation was scheduled for April 12th. It was only today that a representative informed me that installation was not possible, citing a desire for transparency. However, this sudden transparency after repeated reassurances is perplexing and frustrating.
As a loyal customer for the past decade, I believe I deserve clear and honest communication. If there truly is a facilities issue, such as a lack of available ports, shouldn’t this be a problem affecting more residents in my area? My zip code is 75071, for reference. It is puzzling for me to understand why I was given a specific installation date with apparent certainty if there was no feasible way to meet this deadline.
As for other ISPs, looks like that’s the only option now, I paid more than 350$ to get an AT&T dongle temporarily until this connection would be established, I just wish they could have communicated this early so I could have Atleast talked to other ISPs in my area.
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