Good evening This will be at least the *th such chat session that I **have been promis...

GetHuman-jepdtayl's customer service issue with AT&T from August 2018

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The issue in GetHuman-jepdtayl's own words
Good evening This will be at least the *th such chat session that I **have been promised to have the fiber cable buried that was installed **initially on ****. Every time I have talked with many different people **and they all say the same thing. If there was another internet and TV **provider in my area I would be dropping ATT immediately. Each time I am **told the crew will be out and then I never see or hear from anyone, even **when they give me the hours they will be showing up. I cant believe how **many times I have been told the same story and they are going to follow **it up right to conclusion. Well the only conclusion I can come to is ATT **doesn*E*******t know what the heck is going on. I need this cable **buried. I have been waiting over a month for it to be done. I have since **had a sprinkler system installed which will complicate the dig if it **ever happens. At this point I may just dig the dam thing myself. I also **will be having dirt delivered soon but I keep putting it off until ATT **gets it together. I sure hope this generates a callback so that I can **really let you know what I think of this botched situation (over and **over). Please call me back on ***-***-**** as I want this resolved. **Maybe it would be better to hire another reputable company to bury it **and have them just bill you.*****Jan Taylor**From: ATTChatT*****@***.com****Sent: Thursday, August **, **** **:** AM*To: JEPDTAYLOR@ATT.NET****Subject: AT&T Chat Transcript** **** Reference Number: ****************** **** DATE*TIME: ****-**-** **:**:** **** Your chat transcript:**** PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are **automatically deleted.**** AT&*T : Hi, I*E*******m AT&T*E*******s **automated virtual assistant. How can I help you today? **** Me : what is the status of my order to bury a **cable **** AT&T :**** OK! You can see all the latest information on **our Check Order Status page.**** **** Me : ****Url*https:***esupport*article.html*!*U-verse-high-speed-inte**rnet*KM******* **** AT&T :**** You'll find more details on this page.***** Was this information helpful?**** a.. Yes**** b.. No* **** Me : No **** AT&T :**** Let me get you to a specialist.** Please tell us your first name.**** Me : Jan **** AT&T :**** Thank you. You will now be connected to a **specialist for account support.**** James G : Hi. My name is James G. To get **started, can I please get your name? **** Me : Good morning James My name is Jan Taylor **** James G : Thanks Jan. How can I help you? **** Me : I am trying to find the status on an order **to bury my fiber cable that was installed on **** **** Me : It keeps telling me there is nothing **scheduled. **** James G : May I know more about the order? **** Me : I have had two ATT tech stop by and let me **know they will get the fiber cable buried soon. I have received text **messages on three different appointment times and no one ever shows up. *** Me : This is to bury the new fiber line that was **installed for my internet and U**DVerse on ****. **** James G : Thank you for sharing that information **with me! **** Me : You're welcome **** James G : Let me connect you to our tech team so **they can send a tech at your place **** Kenneth G : Hello! My name is Kenneth G. I'll be **happy to help. Please allow me a moment to review your chat **** Me : Thank you. **** Kenneth G : You are welcome. **** Me : I was given an account or order number the **last time but I have not heard anything back since Monday when he came **out. **** Kenneth G : Hello Jan! **** Kenneth G : Just to confirm, you want to know **the status of your bury wire ticket? **** Me : yes. The tech gave me a number to call **which has now been changed and the BAN xxxxxxxxx was either the account **or order *. **** Kenneth G : Thank you for the information. **** Kenneth G : I'm checking it, **** Kenneth G : Please bear with me **** Me : OK. He was going to put in another ticket **but when he tried it told him there was already one in. He also informed **me that the digging in farmed out to a group in St Louis. That was the **phone number he gave me but it has now been changed to unlisted. **** Kenneth G : Okay **** Kenneth G : Please bear with me **** Me : OK **** Kenneth G : Thank you so much. **** Kenneth G : While I am working on your account, **I would like to inform you about our new mobile app. It will take you **step by step through troubleshooting and testing. **** Kenneth G : To download the myAT&T application **go to*myattapp on your smartphone browser. **** Kenneth G : I would like to inform you that the **ticket is open and I have escalated this and the tech will get this done **for you by today evening itself. **** Kenneth G : I have checked the status and it **will be buried by today itself. You will receive a call from the tech **prior coming to your premise **** Me : This is to dig a trench for about *** feet **of cable. It's not just a few feet that need to be done. That is why it **is outsourced to a group in St Louis. **** Me : They keep sending out techs and they tell **me they don't do it. They just submit the ticket. **** Kenneth G : Yes that is correct. Our bury wire **ticket will be at your premise to get this done. **** Kenneth G : I have checked the notes on the **account. **** Me : Thank you. There are probably quite a few **as this has been going on now for over a month. **** Kenneth G : The technicians have mentioned in **details. **** Kenneth G : I assure you that this will be **resolved by today itself. **** Me : Great. Thank you. **** Kenneth G : I will personally following up on **your account to make sure that the issue is resolved for once and all **** Kenneth G : You are welcome. **** Kenneth G : Just to recap, you contacted us **regarding issue with your bury wire ticked and we informed you that it **will be buried by today itself. **** Kenneth G : Is there anything else I can assist **you with today? **** Me : Not today. **** Kenneth G : Alright. **** Kenneth G : Thank you for being patient with me **throughout the conversation despite the inconvenience caused to you. **** Kenneth G : Have a blessed day ahead and please **take care of yourself. :) **** Kenneth G : It has been my pleasure chatting **with you today. **** Kenneth G : Thank you for choosing AT&T, we **appreciate your business. ***

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Customer service issue
Reported by GetHuman-jepdtayl
Aug 24th, 2018 - 3 years ago
Not resolved
Seen by 5 customers so far
Similar issue to 2447 others
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GetHuman-jepdtayl started working on this issue
Aug 24th, 2018 1:18am

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