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cindeentina

Contributor

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1 Message

Tuesday, June 23rd, 2015 3:08 AM

Buried Wires Department is Useless

I have recently opened a U-Verse account.  The home I live in has never had AT&T, as a result the installer left wires above ground on my neighbors side (that's were the AT&T post is located).  The installer notified me that it would take 7-10 business days to come bury the wire.  It has now been two and a half months since those wires were placed there.  I have called several times to inquire about it, placed the request to get the wires buried four times, and contacted the installer and service tech multiple times.  I keep getting the run around, and nobody is doing anything.  They are supposed to paint the wire so the landscapers don't cut it accidently.  It has since faded color and keeps being tossed around.  

 

Another neighbor had the same issue with Time Warner except they buried the wire in three days!  This is embarassing, and very disappointing.  To make matters worse the only reason I got AT&T is because my brother-in-law works for the company in another region.  I thought if they were good to him, maybe they would be fair to me.  

 

I have already contracted DISH network to come install cable this Saturday.  I only wish I could get rid of AT&T altogether.  Now I'm stuck with a contract I don't want.  What's even more upsetting is AT&T is really quick to collect payment a month in advance only to collect again a few days later for the actual billing cycle.  They expect us to do our part, but they can't even commit to theirs.

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ATTU-verseCare

Community Support

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865 Messages

10 years ago

Hi @cindeentina,

 

I am so sorry about the time it is taking to get your line buried. I will be happy to help get this fixed for you. I will be sending you a private message to gather more information.

 

-David T

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kchaud01

Contributor

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1 Message

9 years ago

Same issue. and from reading these posts, it looks to be a common thing with the Buried Cable department. So sales/marketing do all this work to generate sales and build up good will, only to have it all completely destroyed by some down-stream process.

 

 Over the past 3 months, I have called AT&T buried wire over 25 times. Think about that number for a second. 25 or more separate calls to the *** number. Each time i get some different person talking about supervisors and technicians and god knows what else. Not ONE of them have been able to answer anything about when someone can come out to either bury the cable or run it across the top of the poles to the house.
 
So it has been 3 full months of people tripping on this wire, the wire is dragging across my neighbors' driveways. This is too much of a liability, so if this is not handled this week, I will be canceling my Uverse and internet subscription.
 
And something seriously should be done to look into the current state of customer service. If someone calls 25 times, perhaps there should be some kind of a flag that lets management know something is wrong. People who answer the phone are claiming they are putting in notes. yet every time I call, it's like its the first time I'm calling. There is no history of my calls, my 25 previous conversations, nothing. When I ask for supervisors, they are away and all they can do is email them. So that means there are 3 months worth of emails that are apparently going to supervisors which are being ignored. Or probably more likely, no ones is contacting anyone, they just say they are to get the customer off the phone. 
 
So you win. I'll cancel my service. But if you should ask yourself why your definition of "winning" includes driving the customer so crazy that they eventually switch their service. I guarantee you that's not the same definition as the executives at AT&T.

 

[Edited to comply with Guidelines]

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KevinRicciardo

Contributor

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3 Messages

9 years ago

I have contacted them twice to mark burried wires. They still havent marked all of the lines. I found a second line withing 20 feet of one they marked. They didnt mark any of the lines in my property that connect to neighbors ground boxes.

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SusmitaBasu

Contributor

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3 Messages

7 years ago

Same here. Waiting for them to come and do the job for over a month now. AT&T has no control on their contractors...AT&T schedules appointment - Buried Wire Center has no record of that. Eventually they fail to keep that appointment. They come anytime they want or if they are nearby...and if they find the gate locked...they dont bother to give a call. I lodged a complaint and talked to one of the managers in AT&T - he requested me to talk to the contractors directly...does that mean AT&T has no control on it??? I'm regretting being an AT&T customer who pays bill on time  but does not get services ontime. 

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mrenald

Contributor

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1 Message

6 years ago

I'm having the same problem!! Our wire has been exposed for TWO MONTHS. They came and only did half and damaged our driveway in the process!! I keep calling and was waiting for someone to answer the phone for AN HOUR yesterday! Eventually their office closed and they hung up on me. I'm seriously about to switch my internet provider. 

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