March **, ******AT&T*PO Box ******Fort Wayne, IN *****-******I am reporting a serious incident involving AT&T U-verse which severely inconvenienced long-time customers and potentially put their health and well-being in jeopardy.**We utilize AT&T for television and Internet service. Our AT&T wireless also is necessary to run our Ooma Voip telephone service. Two days ago, we scheduled an upgrade of our router which was running slow. An appointment was made for an AT&T technician to come to the house and make the changes. The technician arrived as scheduled. Halfway through the work, he rang our doorbell and reported that we had “cancelled the work request” and that the installation work order had been closed out “at our request” without action. We were told that we would have to initiate a new work order. At no time did I or my wife cancel the work, nor had we received any text message from AT&T to that effect. The source of the cancellation remains a mystery.**A half hour later, the technician returned. He reiterated that we would have to request a new work. He said that, for the interim period, our previous AT&T services had “been restored” or would be shortly. He made no effort himself to ensure the service was, in fact, restored or to assist us in scheduling the new work. We had requested that he remain until the services were up and running, but he refused. He left.**We soon were to learn that the services had not, in fact, been restored and all services remain disconnected. This left us in a quandary. We had neither telephone service, nor internet service which effectively cut us off from the outside world in terms of communications. Both my wife and I are elderly, with health problems. Had it become necessary to call for emergency medical or transportation help, we would not have been able to do so.**We do have a cellphone. However, without an active WiFi we had to depend on the signal used by our cellphone. This has been, and remains, a problem because the signal strength for our cellphone – in fact of all cellphones in the Jupiter Inlet Colony community—is extremely weak and calls are regularly dropped.**We called AT&T to seek help. The company said it was not able to provide a technician for ** hours. (However, we later learned that the technician had not been requested for a full three days! We were assured that AT&T was unable to provide a person to help sooner. Although AT&T’s agent undoubtedly did her best, her language capability – or shortcomings—made this extremely difficult. We were thus left essentially cut off from the outside world.**In desperation, we called our daughter in New York who managed to reach AT&T technical support. After an hour of attempts to, once again, resolve this issue long distance, my daughter was finally able to secure an appointment for a visit by an AT&T tech later this day. They were only able to do so by informing the company that, if we were to suffer any health or other difficulties as a result of communications difficulties caused by AT&T, the company would be liable for legal action. **A very capable and sympathetic technician did arrive at mid-afternoon today, and rectified the situation. We sensed that he was appalled at the way our case had been handled.**We demand an apology. We also want to know what action AT&T plans to take regarding the technician who, essentially, abandoned us without seriously trying to resuscitate the original work order so that the job could be done in a timely manner – or at least initiate a new, expedited action. **If AT&T is unable or unwilling to take these actions, we will cancel our AT&T service and find another provider. We will also aggressively inform friends and ******neighbors of this unhappy experience and recommend they use an alternate provider.*****Douglas and Daniela McCurrach**** Shelter Lane*Jupiter Inlet Colony, FL *********-***-**********@***.com*(Sent electronically, and by mail)
GetHuman2593865 did not yet indicate what AT&T should do to make this right.