Teacher
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2 Messages
AT&T SAYS U-VERSE IS AVAILABLE BUT IT ISN'T & WON'T HOOK MY DSL BACK UP & ISN'T WILLING TO HELP
My internet provider of 10 years was using AT&T lines for DSL but when I called AT&T at the end of July they said they could continue providing me DSL service and even put in a dry loop DSL that I requested. They cancelled my home phone and said they would call later in the day for DSL instructions. I never heard back so the next day when I called they said DSL isn't available even though I know it is. I then contacted our provider we had had and asked them for their advise and they gave me the name of a company taking over their services/contracts. They tried for 1 1/2 weeks to take over the DSL and kept getting denied by AT&T. When I contacted AT&T customer retention on 8/12 they said that I our line was blocked and she could unblock it but only if we went with AT&T dry loop DSL so I placed the order. On 8/14 I called for the status because again I never heard back from them and they informed me that DSL isn't available, only U-verse. I was set up a U-verse account and 3 installs were set up and no one ever showed up or called. Every time I called them back they said is was cancelled due to an error and I told them it was because we didn't have u-verse at or location yet, only DSL. I understand they aren't running new DSL lines but this isn't running any new lines as our line has the same wiring as it had for 10 years, nothing has changed. I talked to the worker at the station by our house and he said it was just needing to talk to the right person in this area that can find out why they can't hook the DSL back up but I never heard from anyone. If AT&T won't hook up the DSL back up until U-verse is available then at least let this other company take over my previous internet services I had had for 10 years. This is to the point that it is ridiculous and I keep getting promised a solution in a few days then am delayed another week. This has been going on since July 25 and no one seems to be willing or able to help me. Can the community leader help in this matter at all or tell me a local office/person I can contact to talk to and get this resolved and get my internet back. I shouldn't be promised things then lied to that we can get it resolved.
mibrnsurg
Expert
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4.3K Messages
11 years ago
Contact ATT Customer Care here:
http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773
Send them a private message, on this link, and they should be able to give the help needed to solve your install problems. They are available M-F 8am-11pm Eastern time, response may take up to 2 business days.
This is not the regular CS/TS people, but the social media Community Specialists that know the people to contact to get things done.
Include your account#, email address and a good phone # (land or cell) and time to contact you on.
Check for the blue PM envelope to appear, upper right on every page, for their reply. Good luck 😉
Chris
__________________________________________________________
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
or ATT Customer Care (all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
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circusmom
Teacher
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2 Messages
11 years ago
Thanks for the reply but a person that contacted me from the Appeals and Escalation Dept. promised me an install a week ago and I didn't get it. They never returned my 3 calls when I let them know I didn't get the install and a different dept. I spoke with promised an install of today but I never got that one either. Customer service is terrible and why have I had 7 failed installs? This is past the point of ridiculous and I want to know a person or department that CAN actually get this simple task done.
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petcat
Contributor
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3 Messages
10 years ago
Could have written this post myself. I am a 30 year AT&T customer. It took me 4 months of almost daily calls to get my DSL turned back on when it was turned off in error. Maps showed that U-verse came to my home and it didn't. Even after AT&T engineers confirmed that it didn't they still refused to turn it back on. They even went so far as to tell me, 'sorry we have nothing to offer you'. Luckily I know someone who ran into the person over the entire area that I am from and got their business card for me. It just took one call, I was told this was unacceptable and it was back on in two days after calling the office. It really does just take knowing the right person but we probably made 50 calls with no help until we accidentally found someone in authority.
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petcat
Contributor
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3 Messages
10 years ago
By the way the Appeals and Escalation Dept was the department that finally told me they had nothing to offer me. They told me every time they called they had the issue fixed and then I would never hear back from them.
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