I am writing to give you the details of a current situation. Yesterday, April **,**** we notified ATT that we would be returning to St. Charles IL after four months in Florida and were ***ured that the TV and internet would be working when we arrived home yesterday evening. That was not the case. The TV did not work and required a ** minute conversation with a tech person to resolve most of it. However, the internet did not work. Since it was now after **:** pm, I had to wait until today to get support. After * *** hours, six agents and * different phone numbers, our internet is finally working. Of course, our last agent, June (in the Phillipines) was finally successful and we now have internet service.*I am writing because I feel ATT has a systemic organizational problem. I was consistently sent to incorrect departments. While speaking to these agents, I discovered some did not even have us as customers, they did not know if we had ATT-UNIVERSE or DSL and definitely did not know how to fix our problem. It seems to me that a giant technological organization would have access, at every level, to all our pertinent information. I truly believe that anyone can find out any personal information that they might want about anyone else. It is alarming that you do not have all necessary information on each of your customers available for all agents so that it is not a run around for the customer. When Juno did finally restore our internet service, he suggested I use my ATT app on my phone to resolve issues in the future. Though this was recommended to help me, I again found it astounding that an app on my phone could possibly resolve an issue that * of your agents could not. I do believe that you need to work on connecting your departments to facilitate an easier access for your customers. Though Juno was very helpful, I also would recommend that agents be in the United States and available ****. You are a huge American company and can certainly afford this convenience for your customers.*We had less than wonderful experiences with Comcast and had hoped ATT would be a great improvement.
I trust that AT&T will make this right and come up with a resolution that is fair.