**** AT&T Customer Experience regarding Installation of Fiber*High Speed Internet Servi...

GetHuman-clvmahjr's customer service issue with AT&T from November 2018

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**** AT&T Customer Experience regarding Installation of Fiber*High Speed Internet Service to replace inadequate DSL Internet Service to Main and Guest Home at:***** Quail Run Road*Aptos, California ******Work Order ***********This letter e-mail outlines a series of frustrating and unacceptable service failures that we experienced over the course of several months in attempting to install an upgrade and improve our home internet service. It is forwarded to point out and document the most unpleasant experience we have ever had in the decades we have been AT&T customers. But also, it is in the spirit of highlighting these failures as constructive feedback that should be addressed by AT&T. We noted in reading from your website that a key core value of AT&T is building strong customer relationships and that you desire that your customers have an effortless experience. This letter is forwarded in that vein and to offer more than just a complaint description, but to let you know that in our case, AT&T failed miserably in achieving this “core value.”**We were given assurances there would not be a problem, and promised confirmation contacts that more often than not never happened. This seemed like a strange policy for a company like AT&T to have-that there wasn’t a direct number or person for us to have as a primary project manager contact for the project. And, this policy turned out to be a nightmare in our experience.**Mid-August**We initiated contact with AT&T after getting poor internet service to our main house, and virtually no service to the guest house on our property at *** Quail Run Road. We had noticed weak and intermittent failure of service since late June*early July of this year – but it became much more apparent in early August during a family gathering where it seemed everyone experienced connectivity problems. We decided to cancel our AT&T internet service and considered changing to another method, such as our satellite dish TV or local cable service. In our initial contact with AT&T to potentially cancel service, we also sought advice regarding other solutions. We were put in touch with someone named Dave. We described the problem and indicated our desire to cancel and find another internet service provider. However, David encouraged solving the issue by having AT&T install high speed fiber for our main service. As for the guest house, which is about ** feet from the main house, David suggested getting an extension of the main system. David claimed that the high speed fiber would not only be better than our DSL, but would also be better than satellite service. We put off canceling to think through the options. Shortly thereafter we agreed that the fiber installation was a worthwhile effort since we had been AT&T customers for five decades and preferred to keep our bundle of services with AT&T.**September **In early September, per David’s recommendation, we called AT&T to schedule the upgrade to fiber high speed internet for both houses. We now had family living in the guest house who were without internet. We assumed the installation would be a fairly quick process of a matter of a couple of weeks, and were prepared to live with the temporary inconvenience.**Instead, over the course of the next month, this is the general chronology of events:***.*On September * we called AT&T and the installation was scheduled for the following Tuesday, September **.**.*AT&T installation technicians came September **, but determined the job was more complex than originally thought, had not been told the size of the property or scope of the project, and he did not have enough of the necessary equipment to do the job, even for the Main House. Different from David’s recommendation, they also concluded that a separate fiber line should be run to serve the guest house. Then, this first service person left after calling in a specialist named Charles who was known for solving problems in the field. Charles came later that day, assessed the job, confirmed the location of the fiber drop at the pole on the far end of our property, and marked some areas for future work. He opened the conduit covering the fiber for a future technician and scheduled a follow up company to more thoroughly measure, mark, and flag the areas as needed for the fiber installation. He explained that once the areas were marked, a follow-on contractor would be scheduled to “run the fiber from the telephone poles to the houses” and would be coming in a few days depending on other jobs. Charles then passed along the remaining marking tasks to a colleague who came out a few days later to mark the locations of the power, gas, telephone and cable lines (identified and color-marked the utilities with spray paint and flagged the necessary points on the ground*contact). Another AT&T entity left the fiber line and equipment for the job the same day. We were told the next step would be within days, and that we didn't need to be present when the installation occurred.**.*Despite the commitment for a fiber line installation within days, no one contacted us and no one came. We called to inquire on September ** – and were referred to a call center that turned out to be in the Philippines. Next, we finally received a call from AT&T in Michigan on Wednesday September ** and were told that the job was stalled because it involved trenching that required a permit. We were also told that AT&T had only one sub-contractor in our regional area that had the equipment to run the *** feet of fiber installation through the existing conduit. We challenged the need for a permit at the time, and it should be noted that we were correct-this was inaccurate information and (as later acknowledged) a permit was not required. Whatever the problem, we were told the estimated time to complete the job was now pushed out to be completed by Friday, September ** (* days later).**.*The week of September ** we had not heard anything, and September ** was a Friday, so we were getting concerned. It was now getting to be almost four weeks, our family in the guest house had gone almost a month without connectivity, and we were planning an out of town business trip the first week of October. We called to inquire and confirm when a sub-contractor might be coming and was told that someone would come September ** so he took off work to be available, and to provide access to the houses if needed. At this point we were not confident with the inaccurate information we were receiving from AT&T, so I needed to be present. Much to our dismay, again, no one called or came on the **th. The “deadline “of September ** came and went. **.*We started making inquiries on the afternoon of September ** and got different, confusing, and conflicting answers from various AT&T representatives. He called ***-***-**** initially and reached a woman named Nicole, again in the Philippines. She tracked through the record and commented that she was noting our concerns and understood our frustration, but was uncertain what she could do and referred us to someone named Herbert at ***-***-****. **The ongoing calling of the *** numbers became ridiculous. Here are a few examples of our experiences:*a.*One number we called reached Nicole in the Philippines who was not even aware of what time it was in California and insisted records indicated that someone was coming (they never did).*b.*One number had no record of the job at all.*c.*Herbert mentioned above promised we would receive a call from an AT&T Regional representative. The call never came.*d.*Every time we got a different person, in a different state or even country, in a different time zone, seemingly oblivious to the situation or conditions of our location and project.*e.*Every time we had to begin from scratch and tell the story all over again, making it clear to us the internal AT&T records, communication, and handling of our project was dysfunctional.***.*When the fiber had not been installed by September **, on Saturday, September ** we called the Michigan number again and got a very sympathetic, apologetic person who was viewing the record and was shocked. As she read through records she admitted being perplexed as to why nothing was being done, and why we were not being communicated with. Further:*a.*She indicated the delay was because the sub-contractor assigned to our job was being delayed on the job they were working on before ours.*b.* She was confused why we were told a permit was involved (there seemed to have been some confusion about the need for a permit).*c.*She said she did not know why no one had contacted us.*d.*She indicated that, according to the records, the new date of completion of the installation was to be no later than October *, a Sunday (!) and a day we were going to be out of town. And once again, we had not been given any of this information from anyone.**October***.*At this point, we were getting very worried and frustrated – especially since I am required to work-from-home certain days and need the internet access for his job, and still no service to the guest house. Meantime, for weeks our house had been marked-up with flags, spray paint, and markings, the equipment was sitting in our yard, and we were reluctant to delay the work until after our trip. While we optimistically hoped the work might be done before we left on October *, we arranged for someone to stay*be at the house while we were out of town if the job extended to the October * completion date.**.*The week prior to October * we called AT&T again and was promised a call back that never came. No one had contacted us or come to the house by the time we left town. We continued to monitor long distance, disrupting his out of town business conference.**.*Sunday, October * came and went. No contact. No information. Nothing. **.*Thursday, October **. The morning we returned from the trip, and one month to the day since the first AT&T visit to the house. We call AT&T and speak to someone named Carl. Again, no explanation as to why we had not been contacted, why no one had come by October *, or anything. Carl indicates that according to the records he is looking at, the fiber was scheduled to be done that day, and the installation was scheduled to be done two days later on Saturday, October **, between *:**-*:** pm.**.*No one came on Thursday, October **. We re-arranged schedules again, and took more time off work to be at the house and available. No one ever called or came. Almost comically, completely out of context, of all things an AT&T customer satisfaction survey showed up on a text! I did not reply.**.*On Friday morning, October **, we are both unhappy and again confused. The fiber installation into the existing conduit had to precede modem and internet activation - scheduled for Saturday October **.*a.*That Friday morning we call AT&T again (***.*******)* this time with Christina on the line too. Once again we were connected to yet another new person, we had to tell the whole story from the beginning. We provided the work order number (*********), this time to a person who told us they were in mid-central Europe. After being on hold for quite some time, he says we are scheduled for the dig and fiber pull today! (Friday) and the installation will be tomorrow (Saturday). He says we will get two separate calls confirming the times for the services, and verifies what phone numbers to use to contact us. We confirm both the house land line number (***.***.****), and my cell phone number (***.***.****), should be used. We are now understandably more persistent about having a contact person. We are not given a contact person, but are given more information. We are told if we don’t get such calls, or if we have any questions, we should call the AT&T Buried Wire Center at *.***.***-****, Option **. But, he said this Center only operates Monday-Friday from *:**am-*:**pm. So, we would not have this service over the weekend if something went wrong. *b.*By Friday after lunch we had heard nothing* no confirming call at either number. Again, if no one came Friday, the Saturday installation could not happen.*c.*I had a Board meeting at *:** and was not going to be available. I touched base, neither had heard anything, so my wife followed up. At *:**, she called the Buried Wire Center (***.*******, Option **). This time she reached Matt in Detroit, who, while provided some frustrating information, was one of the most helpful AT&T reps so far. According to Matt:***The sub-contractor (Justin) had in fact come out briefly that day but was unclear if the “USA” markings (location for the fiber dig) had been done correctly. As a result, before doing anything, he wanted to meet at the site with the AT&T technician (Charles) before pulling the fiber. (The sub never contacted us or when at the house made any attempt to knock on the door and*or report to us what was going on). And guess what!? The Tech (Charles) was going to be out until the next Tuesday, October **! So, nothing was going to happen for four days.***Our Work Order was currently coded “UDG”, which meant, no one was coming on Saturday either. In other words, it was determined that no one was coming Friday, no one was coming Saturday, but not only did we never receive the promised “Confirming Calls”, no one ever contacted us to tell us both services were cancelled.***Matt was very sympathetic and we were very grateful. He said he used to work in California and “California is the worst!” We reiterated how flabbergasted we were that an international company like AT&T was so unprofessional, and, that they would only use one sub-contractor in an entire California region to handle these types of orders.***To his credit, Matt went the extra mile. He contacted the sub-contractor and shared his name (Justin). Justin offered his number (***.*******) and said we could contact him directly. We had requested this all along-the ability to be able to contact the local people involved in our project, instead of people in the Philippines, Europe, Michigan, or wherever else…?***Matt said our schedule was the following. Justin and Charles would meet at our house on Tuesday, October **, to check the markings. If all okay Justin would pull the fiber and potentially Charles would follow with installation. **.*Monday, October **. We call Justin at the number provided and confirmed Tuesday arrival.**.*Tuesday, October **. Fiber pull completed. A number of people show up* not all as indicated, but the fiber was installed. MGS Underground arrived and Jose and Nick (not Justin) began the work. Over the course of the day AT&T also arrive, including Charles who said that while they would be pulling the fiber to both houses, the strength of the new box for the main house may be sufficient to provide adequate Internet for the guest house as well. He advised that we complete the installation for the main house, test the Internet for the guest house, and if not adequate we could do an additional installation for the guest house. At the end of the day (actually, into the evening), the fiber was completed and installation was scheduled for Thursday, October **, at *:**pm.**.*Thursday, October **. ***I once again take off work and re-arrange my schedule to be at home. But once again, as the day goes by, no one calls* no one comes* nothing happens. ***We once again being to call ***.***-**** at *:** pm and talked to Ed who reassured that the technicians would meet the *:**-*:**pm time frame that had been promised. ***We received a text at *:**pm indicating that the service technicians would be later than *:**pm. ***Another text message comes indicating a further delay, but indicates they are still coming. I called *** ***-**** at *:**pm and talked to Seth who re-assured that technicians would meet the promised *:**-*:**pm time frame – but it was already past *:**pm. ***By *:**pm we were late for an event, so we secured coverage at the house in case the technicians would arrive, and leave. ***Upon arriving at the event, in the parking lot we make one last attempt to call the *** number and see what’s going on. We get a woman in the Philippines again, also named Nicole, we go over the whole story from the beginning and all the info again, and, according to her records, they are still scheduled to come! It is now *:**pm, they have not yet arrived, and their estimated time for the job is * hours. We ask Nicole if they plan to arrive at *:**, *:**, or *:**pm and stay until midnight. She maintains they are coming, they are backed up, and, that they will get there as soon as possible and will complete the job “as fast as possible”! ***We indicated that we did not want the job done “fast,” that we were tired of being misled and dismissed, and someone, somewhere, somehow at AT&T must know this is not how to treat customers. Finally, in frustration and now late for our event, we said we had to terminate the call and did. We would love it if this conversation is one that was recorded for customer satisfaction purposes. We would love to know if AT&T management finds this acceptable professional behavior in terms of how customers are treated and valued.***.*No one ever shows up, and later that night we receive a text indicating that the installation is now scheduled for Friday October **. ***.*At this point we call AT&T on Friday October ** and are again referred to Michigan. The person we spoke with was Mary who reviewed the record and had a new theory. She concluded that much of the problem we were experiencing was that someone at AT&T had mistakenly separated our order into two and that our confusing responses may have been from having two distinct orders for the two houses. However, she confirmed that Justin (a different Justin than the prior one) would be arriving around *:**pm on Saturday October **. She also provided specific order information and account reference numbers, and connected us with Deidre who re-confirmed the scheduling for October ** between *:**-*:**pm.***.*Justin and an associate showed up at *:**pm and went to work on performing the installation and adjusting some items on the AT&T lines at the pole. While they completed their work within a couple of hours, they again contradicted the advice of prior technicians, disagreeing that the fiber extension solution would successfully connect the guest house, since it was more than ** feet from the main house. Instead, they determined another technique was needed-Air Ties. So, yet another, and hopefully final installation needed scheduling. We scheduled this for October **. **The final installation in general went without difficulties. It took two visits to complete the work since the sufficient recommended Air Ties were not on the technician’s vehicle and a return ticket needed to be authorized for the Air Tie installation. But even that successful final effort wasn’t without issue, as the technicians left the panel cover and wire harness open and exposed. This was annoying and reflected sloppy attention to detail (we don’t know if the exposed wires were a hazard of any kind-we took a photo), but at this point we simply corrected it ourselves by tying in the exposed wires and replacing the cover. While annoying and easy enough to fix, we point it out because it illustrates our experience. Not all, but most of people we dealt with throughout this horrible experience were not customer service oriented, lacked professionalism and expertise, were not friendly and polite, and did not seem to take pride in their work, or care about us. Most of them indifferent at best, and unsympathetic and even inadequate at worst.**Again, we were continuously given conflicting and inaccurate information. There were at least three different solutions recommended along the way – which caused unnecessary confusion, time delays, inconvenience, and costs. To reiterate, the recommendations included:****Setting a full second fiber service for the second home...

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AT&T

Customer service issue
Reported by GetHuman-clvmahjr
Nov 14th, 2018 - 3 years ago
Not resolved
Seen by 7 customers so far
Similar issue to 4049 others
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GetHuman-clvmahjr started working on this issue
Nov 14th, 2018 9:47pm

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