Tutor
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4 Messages
AT&T Cancelled my Internet service by mistake and then made me wait three days
I am so fed up with ATT Uverse this week I just want someone to care about the horrible customer service. I spoke to six different people including an escalation supervisor but I kept getting the run around and no urgency. I had to keep calling them. In the middle of it all, a tech. mistakenly DISCONNECTED MY SERVICE. Now I have no Internet and they are making me wait for several days to get a technician to my house. And, there is no sense of urgency or efforts to make it up to me by getting a technician out here TODAY.
It all started on Sunday night with an online request to increase my Internet speed. I received an email Monday morning indicating there was an issue with the order, so I called ATT. After 30 minutes on the phone, I was told the original order was processed incorrectly and a new order was submitted. Service was supposed to be added that same day. Two days later, I called again asking about the order since nothing had changed. I was given a different story -- that it takes three business days and that a tech. had to make a service call so that it would be next week. When I complained, the tech said he would work on fixing it. Suddenly, my Internet service went down (along with the phone call since I used UVerse voice).
I then called back using my cel phone and spoke with a different person. She told me that the previous tech had mistakenly cancelled my service and nothing could be done -- I just had to wait for the order to be processed. I asked for an escalation and the rep indicated I would get a call within two hours about a tech visit later the same day (Wed) or next day at the latest (Thursday).
Three hours later, after no contact, I called yet again. This rep told me that there was no indication of an escalation and I asked to speak to a supervisor. I then spoke to Jennifer, an escalation supervisor. Jennifer indicated that there is a facilities error and engineering is working on it. I have a placeholder appointment for Friday 11 am but they would try to move it up if the facilities error is resolved.
So I check the order this morning and it shows pending with no appointment, awaiting customer information (still no contact from ATT). So once again I make a phone call and am told that they need to arrange an appointment for a tech. visit. I ask for the soonest appointment and am given next MONDAY! I complain that I had a Friday appointment so why was it cancelled? After further complaining, I am finally able to get my orginal appointment for Friday. But the tech was unwilling to try for an appointment today to make up for the horrible service this week.
So I talked to at least six people in the last three days and none of them treated this issue with any urgency. Each person gave me inaccurate information and I am without Internet service for almost four days due to ATT's MISTAKE and still no sense of urgency, or credit offers, no special treatment. I would think they could move something around and get a tech to my house today but they don't seem to care.
JefferMC
ACE - Expert
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36.8K Messages
10 years ago
Please click this
U-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your issues. You can expect a reply via return PM (a number will appear next to the blue envelope 
in the upper right hand corner of this site, next to your name and avatar) in a business day or three.
This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.
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mbunker
Tutor
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4 Messages
10 years ago
I sent a PM to the link provided - thanks. I also appreciate the technical details in the last reply, but none of that was explained to me on the web site that allowed me to very easily select a different radio button on the selection menu. In fact, I recall an indication that my service would not be interrupted. At some point this week, during one of my 8-9 calls, it was mentioned that I would need a new router, but nothing about my service being interrupted.
My main issue is htat when the tech was trying to cancel my original order and he mistakenly cancelled my service, I have been told that it cannot be restored. I am therefore being treated like a new customer with no urgency. My latest request is to just get me back to my original speed.
The latest hold up is that they are now saying I have a "facilities" issue and I am wating several days for an engineer to give an estimated date of resolution. No escalation seems to speed this process up and they cancelled the onsite tech visit. This "facilities" issue suddenly appeared on Tuesday after my service was cancelled so it seems too coincidental.
Your technical statements make me curious. When we first moved into this new house early last year, I ordered the top speed available at the time (Turbo max - 18 Mbps I think). I was curious why we didn't have the highest speed availalble given that it was a new home construction. On Sunday night, I happened to be looking at the web site and there were two higher speeds available with an offer to get $10 off so I selected the highest speed. Had I known they were going to screw me up so badly I would have left things alone.
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mbunker
Tutor
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4 Messages
10 years ago
At a minimum, AT&T needs to fix their ordering web site for existing customers to warn them that upgrading speeds above 18 Mbps will impact service and make them wait several weeks. None of that currently exists on the web site so more customers are likely going to run into the same issues as I am experiencing. The area I am referencing is something like "change my plan" while logged in.
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mbunker
Tutor
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4 Messages
10 years ago
After waiting a week, I finally learned that the highest two Internet speeds (24 and 45 Mbps) are probably not yet available in our area so the web site upgrade option was premature. BE SURE TO ASK before placing an upgrade order.
It was finally suggested that we cancel the order I have been waiting on and create a new one for the service level I had before AT&T mistakenly cancelled it. I now have a service appointment for this Friday and hoping to have it moved sooner. I only wish one of the many supervisors I spoke to last week would have made this suggestion instead of continuing to wait on engineering -- since I told them numerous times I wanted my old service back.
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kcochenour
1 Message
2 years ago
ATT is the absolute worst. They accidentally cancelled my internet and now same issue, can't just reactivate the account. They have to do a new service and won't send anyone for 4 days AND are going to charge me more money per month since my original rate was at a discount. Disgusting. They care absolutely nothing about customers and I have been taken hostage since where I live only uses ATT. I have had nothing but issues with them for 3 years. No one knows how to do their job or even what their job is.
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DIRECTVhelp
Community Support
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254.4K Messages
2 years ago
Hi there, kcochenour. We understand that you had an accidental disconnect to your internet service, you are waiting for a tech to reinstall your service, and you need that appointment moved up. We can check on your new appointment, and see what we can do to alleviate the frustration.
To move forward, we will need to meet in the Direct Message space. You will see a chat icon, next to a bell icon, located in the upper right corner of this thread. Our next message will appear there.
In the meantime, please gather your AT&T account information together, because we will ask for it.
Looking forward to speaking with you in the Direct Message space.
Matthew, AT&T Community Specialist
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skeeterintexas
ACE - Expert
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28.3K Messages
2 years ago
8 year old thread. Closed.
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