AT&T RUINED OUR 2016 NEW YEARS EVE!!!

The last week of December, my husband called to see about upgrading our internet because it was EXTREMELY SLOW and the internet speed is why we changed to ATT service. The CSR he spoke to said they could send out a tech on Thurs. Dec 3st, NYE. My husband questioned the work being able to get done in that day and was reassured several times and even said we'd receive a courtesy call an hour before the tech came. The day came and by 8am we got the call, about 8:30am our services went out, internet, phone and TV. Shortly after the tech arrived dressed very nicely and realized we had dogs and I needed to remove them from the yard, which I had NO PROBLEM doing. I had to go wake my two ten son's as it was winter break and they were still asleep. But they got up and took the dogs for a walk. The tech was muttering under his breath about how we knew he was coming, why wasnt able this already done, and so on. Then he showed his visible disgust of the dog boo boo in the yard. Well, it happens, it was no where near where he needed to be. After checking out box he let me know that an "outside" tech needed to come do some wiring he didn't know how to do and after the "outside" tech came ANOTHER "inside" tech would come and finish the upgrade. I asked if he was sure it would be done THAT day, NYE, and he said yes, if not him then someone else. By noon the "outside" tech came and did his work with no contact to myself. So, in between the times these techs came we had intermittent service. Now, when the first "inside" tech came I had asked him about this and he said he shot down ask our services in order to get an accurate rate of speed we were running... Or something like that. But after the second "outside" tech came and went we had zero services... Not intermittent as before... Just nothing! So Iboth myself and my husband start calling the 800 number starting at 2pm with NO HELP!! I really don't know how else to say this but we don't believe we were speaking to anyone in America, which normally It'd not be a problem, but in THIS case, there was a serious lack of communication! Every CSR we spoke to thought we were going to have NEW SERVICE installed... But, NO! We were upgrading CURRENT SERVICE!!! AND HAD NO SERVICES AT ALL WHILE WAITING FOR THE COMPLETION. I even called the first "inside" tech guy off my caller ID and went straight to voicemail everytime. I left nice msgs giving every benefit of the doubt that he was unaware the "outsideelse.ch had come and gone and we were without services. But I never got so much as an acknowledgement from him or anyone else on the status of the work order. I just kept calling the only other number available to us, each time being told they were well aware of the situation, and a tech... ANY Tech... Would arrive by 7pm ON NEW YEARS EVE to ATT least restore our service. The 6, o'clock got comes and my husband is home from work. Together we call the 800 number, except THIS time at 6:15pm the recorded message says that the office handling our case is CLOSED and to call back during normal business hours!!! It even said ON THE MESSAGE their work hours and they closed at 7pm Pacific... It was 6:30!!! How could they be closed? So I finally got thru to the 24 hr tech support. This guy was nice and seemed to be understanding and attempting to help at least restore services... We had family and our son's friends coming over and we had NOTHING AT ALL... NO ENTERTAINMENT... AND APPARENTLY NO ONE FROM ATT WHO COULD GIVE A CARE!!! NO CABLE, NO INTERNET (OTHER THAN THAT SUPPLIED BY OUR T-MOBILE PHONES!) After over an hour on the phone with this same tech support guy and what we were told was every supervisor there working on our "issue", their final conclusion was... Your going to have to wait till Monday! What?!?! Monday?? It was Thurs... AND NYE... And Mon was 4 days away. My husband immediately asked to speak to the manager of that call center... There HAD to be someone who could help. But again, there was a serious lack of communication. He demanded someone fluent in English, actually in America, who after several different transfers and people, he spoke toand asked mevery nice woman. She had him check the router, all the boxes, all the cables, all the lights... NOTHING WORKED. We were stuck like this until Saturday, which is when the last woman we spoke to could schedule an " inside" tech to return... But they wanted to bill us for this visit!!! No!!! So, Sat comes a different "inside" tech guy came and after looking everything over... Once Again... We need an "outside" tech to come back because apparently the one that came Thurs did NOT do what should've been done. SMH. Around noon the "outside" guy came. Very nice, friendly, jeans and work boots... Looks ready to work, not to go out. He let me know EVERYTHING he was doing and showed me where, the first "outside" guy had done the job but the "inside" tech from the morning had missed or simply did not recognize what was done. He then tells me to take down HIS cell #and as soon as the "inside" tech returns... No matter what they say... Call Him! And he will gladly stop whatever he's doing and come to work together to get this issue fixed, out were just going to go around and around. He also let me know, from history, I should NOT expect anyone to return that day (Sat) but Monday which is when the next "inside" guy returned. And it was the first guy from the morning of New Years Eve. Wow! We had to get out dogs out again, which I understand, his reaction to them, I didn't.. But to each their own. Anyhow, I let him know that the "outside" tech from Sat asked to be called at which he laughed and said "if they did the job right, I don't need to call. There's absolutely nothing he can do for me." I called myself. Five mins later, this current "inside" tech asked for the number so he could call!!! Aha! Classic. But I'm grateful he called instead of putting in another work order to come back and continue the cycle. The "outside" guy got here very fast and together got to work. A third gentleman came to help as well. It was an ALL DAY process but it was finally completed. We made sure all TVs, landlines and internet worked. I got our new internet name/password/code and updates all of our services and we do notice or system is noticeably faster than before! However, we just received a notice to pay our bill in 8 days or risk disconnection! What?!? We paid up to date when we made the service call. So this is our NEW bill. The bill I was told we wouldn't need to pay due to the inconveniences. Now they say they have no NO RECORD of this "deal/offer". And no one has even tried to offer us ANY kind of resolution, offer, or even acknowledge it was a problem!! We had to cancel our NYE events at our home. My husband and sons missed ALL the bowl games! And Sunday Football. Not to mention the ball dropping on NYE. Plus, my youngest son is a senior in H.S. and several very valuable and time sensitive emails were made that we couldn't access. Plus, we do get calls on our landline quite often, which when our elder family members called and couldn't get a hold of us, because they knew we cancelled our NYE events at our home. They panicked when they couldn't reach us immediately because I have a chronic disability that often leaves me in the hospital and this was their fear. We did, however, use the ATT UVERSE APP to watch television as best we could. It's NOT easy, most channels and shows
are not viewable on cellular devices or available to be streamed. Unfortunately, our mobile phones are extremely slow now due to all the data used trying to entertain ourselves those 4-5 days. I was homebound due to illness so going out was NOT an option for me. We feel AT&T HAS NOT ADDRESSED OR SITUATION, SHOWN ANYTHING OF ACKNOWLEDGEMENT THAT A BAD SITUATION ON THEIR END HAPPENED, UNDER MINDED THE SEVERITY OF THE SITUATION TO US AND TRIED TO MAKE US FEEL BELITTLED, AS IF WE WERE OVERREACTING TO THIS AND HAS OFFERED NO SOLUTIONS, NO OPTIONS TO HELP MAKE US FEEL LIKE VALUED CUSTOMERS. NO ACKNOWLEDGEMENT AT ALL! NOTHING. That said, to any other customers or perspective customers, how would you have handled this situation and what would you like to receive from AT&T as a company to convince you that they give a darn and care about your business. And to ATT... IS THERE ANYTHING YOU'RE GOING TO DO FOR US? BECAUSE YOU ALLOWED A TIME IN OUR LIVES TO BE MISSED AND NEVER TO BE ABLE TO DO AGAIN. I HOPE TO HEAR FROM YOU! SINCERELY, MICHELLE [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]