I am in a bad experience with ATT right now for a repair to my fiber.
Fiber went down around 12pm on Sunday, no rain, no storms. Talk to the reps and they said nothing is wrong on their end and they have to send a tech out to check my inside wiring. They say there is no outage. I explained nothing changed, but ok. They could only send out a tech on Tuesday, 2 days later.
Yesterday I get a text from ATT stating my appointment is cancelled as there is an outage. But https://www.att.com/outages says no outage. I talk to a rep again and they have no idea what is going on. A few hours later I contact another rep that says there is an outage and they have to fix the terminal. I asked why they did not know about the outage before and she was not sure as it is noted in their system so the other person had this info. She also could not explain why the att.com/outages does not say there is an outage.
This morning, I get a text saying my appoint was rescheduled and a tech is coming.
I contact another rep to see what is going on and they said they will send out a tech to check my lines as there is no outage. They were not sure why the other reps said there was an outage as there is none. I asked for some kind of explanation and they said "Line issue refers to the fluctuations occurring between your premises to our local office." They said it was my wiring.
A tech did show up about 30 minutes ago and said it was strange they kept changing their story about an outage. He checked the line outside and said it was dead. He was going to check around for damage and at the connections outside.
Then at the same time an ATT car drove up and a women came to my door asking to make a copy of my ID and to talk about my services. I laughed and said I have no service right now are you with the guy to fix it. She said she was not with them. I told her I would not give her my ID to make a copy. She kept asking for my ID and I just asked her to leave so she finally did. She had an ATT badge, shirt, and ATT branded car. She parked right behind the ATT work van. Since when does ATT come to your door to "talk to you about your services", that has never been a thing. Not only that, this sales person comes right when a tech is at your house troubleshooting your outage like they coordinated to know you would be home.
The tech just called me and said I was the only one in the terminal and my line is good at 1,200 feet. He said he was sorry they played games like this since sunday as there is an obvious outage upstream of the terminal and they should have made the ticket for the fiber guys to fix on Sunday. He put a ticket in right now. He was confused for why they sent him out for this as he cannot fix that side of the network. He said they should have known that the problem was on their side and not on the customer side.
I used to work at an internet service and we would know immediately if any switch or device went down. You could easily pinpoint it to which drop was not responding. We would get automatic notifications if something went down (not responding) so we could investigate.
How does ATT not have any idea what is the status of their equipment to where they just randomly send out techs to your house for no reason? Their phone and chat support have no idea what is going on or what they are doing. They wasted 2 days for no reason.
The worst part is this is the second time I had ATT come out. When I originally signed up in Dec, the reps said my modem was bad and they could not get it working. They sent out a tech 5 days later. The tech said nothing was wrong and he remotely provisioned the modem through his webportal just like any rep could have done. He was upset that they sent him out for nothing and that I had to wait 5 days for something they could have done in a minute.
Is this shitty support normal for ATT now? I never had any problems with decades of DSL service.
Having a brand new fiber network and equipment should be every easy for them to troubleshoot.
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