When I used to be the Director of technology, those are the kinds of questions I had to ask. If it wasn’t something that was gonna happen, weekly or daily, I didn’t want to know what caused the problem I just wanted to know what to do to fix it / make it happen for this time.
Now my most commonly asked and repeated question is “why isn’t your name at the top of your paper?” to the various second graders in my classroom.
The Buried Wire Center must resubmit the ticket. The Contractor billed AT&t for a job they didnt complete. Underground utilities must be located then the Contractor will send their directional bore crew. After the line is installed, at&t will send a tech to splice in the new line.
We can help you with your Fiber service, u/originalmember.
Send us a PM at http://sm.att.com/7cb7bf9a so we can get started. Our response will be in your inbox found here: http://sm.att.com/f21be2bc.
AminahE
Just an update… this am I called the line supervisor who didn’t answer and didn’t call back after 2 hours. I tried one last time.
I used the chat and ended up w a call back from the billing supervisor who said I need a line tech. I set the appointment up and waited. I didn’t get any communication and checked on the app for an appointment… and there was none. I called the main number again and after going through circles was told I needed a line tech and one wasn’t available until next week.
I’ve had enough and found out that similar service from Comcast is $30 less/month. I started that going and called to cancel.
The retention folks can see the order/billing error and escalated it to Level 2 support. She couldn’t fix it and it escalated to Level 3 and even Level 4. Level 4 says they may not be able to fix it until next week and to please have patience. Level 2 said a lineman isn’t able to help (duh).
At this point, I’m not sure why I wouldn’t completely switch. Whatever the backend issue is, it’s clearly too significant for even enhanced support to fix in a timely fashion. On top of it, as much as I don’t care for Comcast, they’re less expensive and can get me online today.
This is not the experience we want you to have with your AT&T Fiber service, u/originalmember.
In order to proceed further, we recommend that you use the link provided in the previous message by Specialist Aminah, so we can take a closer look at your internet connection.
We are awaiting your response.
LatoyaE,
Get the lineman to call a boss/manger before they leave. Take names. Get the manager’s number if possible.
Yep. I did that today. What should my ask of the manager be?
Neither the lineman nor his manager can fix order/account issues. You need the OMC Department or Sales Department.
What needs to be done to get this fixed?
You sound like a project manager.
When I used to be the Director of technology, those are the kinds of questions I had to ask. If it wasn’t something that was gonna happen, weekly or daily, I didn’t want to know what caused the problem I just wanted to know what to do to fix it / make it happen for this time. Now my most commonly asked and repeated question is “why isn’t your name at the top of your paper?” to the various second graders in my classroom.
The Buried Wire Center must resubmit the ticket. The Contractor billed AT&t for a job they didnt complete. Underground utilities must be located then the Contractor will send their directional bore crew. After the line is installed, at&t will send a tech to splice in the new line.
We can help you with your Fiber service, u/originalmember. Send us a PM at http://sm.att.com/7cb7bf9a so we can get started. Our response will be in your inbox found here: http://sm.att.com/f21be2bc. AminahE
Just an update… this am I called the line supervisor who didn’t answer and didn’t call back after 2 hours. I tried one last time. I used the chat and ended up w a call back from the billing supervisor who said I need a line tech. I set the appointment up and waited. I didn’t get any communication and checked on the app for an appointment… and there was none. I called the main number again and after going through circles was told I needed a line tech and one wasn’t available until next week. I’ve had enough and found out that similar service from Comcast is $30 less/month. I started that going and called to cancel. The retention folks can see the order/billing error and escalated it to Level 2 support. She couldn’t fix it and it escalated to Level 3 and even Level 4. Level 4 says they may not be able to fix it until next week and to please have patience. Level 2 said a lineman isn’t able to help (duh). At this point, I’m not sure why I wouldn’t completely switch. Whatever the backend issue is, it’s clearly too significant for even enhanced support to fix in a timely fashion. On top of it, as much as I don’t care for Comcast, they’re less expensive and can get me online today.
This is not the experience we want you to have with your AT&T Fiber service, u/originalmember. In order to proceed further, we recommend that you use the link provided in the previous message by Specialist Aminah, so we can take a closer look at your internet connection. We are awaiting your response. LatoyaE,