So far I have been very disappointed in everything involved with my AT&T services I rec...

GetHuman-ericabek's customer service issue with AT&T from May 2018

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The issue in GetHuman-ericabek's own words
So far I have been very disappointed in everything involved with my AT&T services I recently set up in Toledo Ohio (with the exception of my technician, Andrea- she was super friendly and helpful with setting up my equipment).*When initially setting up services, I was in the phone for over ** minutes setting up my installation appointment. Seemed like a long time, but no big deal. However, the next day, I received a notice from my leasing office that they had emailed me the incorrect paperwork for my lease and the address that was listed was incorrect. I immediately called AT&T to update to the correct address for installation. It was another ** minute phone call, but they did confirm with me that they had updated my address and that a technician would arrive at the correct address i had provided during that second call. Fast forward to today, installation day. My technician called this morning to let me know that she was on her way. I asked her to confirm the address that she had, and she stated the incorrect address (from the initial phone call) which tells me that the second phone call I made to update the address was not successfully completed. I told the technician over the phone what my address actually was, and explained that I had called a few days prior to make sure that this update would be made. The technician then had to make some changes on her end so that her assignments matched my correct address. This added some extra hoops for her to jump through, and some extra time to the install appointment, however she was able to get everything set up and get my internet working. She also helped me register my AT&T account.*A few hours after she left, my internet stopped working. The broadband lights on my modem began blinking red and I could not get a connection. I called Andrea (the technician) on her direct line which she had left with me, and explained the problem. She told me that she was not allowed to come fix it out of assignment, so I would need to call the *-*** number being provided on the error message I was getting. Not a problem for me. I called the *-*** number as directed, and after a ** minute phone call with someone from customer service running several tests, it was determined that I would need a technician to come and fix the problem. The earliest the customer service agent was able to set up a technician appointment for me was * days from now. I explained to the agent that I work in home health which means that all of my documentation gets done online and a huge part of my job requires home internet access. I purposely set up the appointment for today (May **) because it is the first day I have lived at this address and needed internet access immediately for work. The agent attempted to expedite my order to get a technician here sooner, but stated that they were short staffed and could not get someone here sooner than Thursday May **th. *Incredibly frustrating. If the error is not my fault, I would have hoped that AT&T would make a better effort to send someone immediately to fix the issue, rather than wait two days. I understand that there are other appointments that need addressed... but for an error like this in which AT&T is completely at fault for the failed connection (likely due to their failure to update my address from the start of all of this) I should not be penalized by losing internet access for another couple of days.**Again, so far, the only positive of this entire experience has been Andrea. Just wish that AT&T would send her back sooner to help.**Sincerely,*Erica Ekvall
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AT&T

Customer service issue
Reported by GetHuman-ericabek
May 22nd, 2018 - 6 mons ago
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GetHuman-ericabek started working on this issue
May 22nd 7:56pm