Contributor
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2 Messages
How do I connect to Escalation Department
I have had and continue to have an issue with my Uverse. For nearly three months we have had a problem with freezing picture, pixilation and disruption of connection. I have had three visits from technicians, the last being a Field Supervisor. We have software updated, replaced all equipment and lines and still the problem exists. On the last visit the Supervisor said he hoped they had fixed the problem because he knew of nothing else that could be done inside the house that hadn't already been done. Since Monday I have talked to countless people in technical support only to be told they must send another technician out. WHY?!?
I'm tired of people reading scripts to me. I would like a real decision maker. Someone who understands the true definition of customer service and actual provides customer service. Who at AT&T can I speak with that will one, listen and two, make a real and meaningful decision? I even asked for the Escalation Department but no one would connect me to it.
DIRECTVhelp
Community Support
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254.4K Messages
6 years ago
Hello @mike_60,
We understand the frustration of having on going issues with your service. I am sending you a private message to help in this matter. Please check your forums private message by clicking the envelope in the top right section of this page or click Forums Inbox. Locate the PM from @ATTHelp and reply to my message with the requested account details. I will be looking forward to your response!
James C., AT&T Community Specialist
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mike_60
Contributor
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2 Messages
6 years ago
The techinian who was assigned the yesterday’s ticket wasn’t able to make it to my house before I had to leave. He did, however, go to the box in the neighbor and run some diagnostic. He called to tell me my line is the only one showing a problem, which appears to be the modem connection. I have rescheduled for service.
Why do I continue to have issues after all the work done which includes a new modem and Cat-cable? How many service calls and techs is it going to take to resolve this problem?
How many hours of my time will I be required to give up while I wait for technicians because they are scheduled in such a way they are rarely on time? How much is my time worth? How much should I be invoicing AT&T for my time? I certainly pay more then enough for limited service!
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Bluehill84
Contributor
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1 Message
5 years ago
Okay enough already. We have been without Internet and U-Verse since last Friday. The answer that I get is a supervisor who is off for the weekend needs to certify that the repairs of a cut cable have been made. This impacts about forty homes. I have spent almost three hours on the phone Friday and Saturday. I work at home and so does the person next door. Why do we wait for a person who is off on the weekend before a repair can be certified??? This is not the 1950's. AT&T will not dispatch anyone to reconnect the service to my house at either the tower in the back yard or my de-mark point without this person who I hope had a nice weekend. We are ALL angry at AT&T on this street. Comcast cut the cable. The person I reported it to on Friday around mid-day did not believe me. Instead I went through the mindless experience of recordings, fake keyboards and people with accents I could barely understand. This is Monday and no one answers the phones. You have competition well beyond Comcast coming soon. Your CEO is being challenged and this is all of your own making.
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heraskimmy
New Member
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1 Message
4 years ago
ATT charged my 73 year old father on hospice 150.00 to fix their lines outside, turned all of his service off security cams everything. He is on the Access prgram they are only supposed th charge him 10.00 smh. ripping off the elderly and dying SHAME on you ATT
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skeeterintexas
ACE - Expert
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28.3K Messages
4 years ago
@heraskimmy This is the UVERSE TV forum. You might want to post in the INTERNET forum.
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