Is this a sign of things to come and how AT&T treats their customers? We have POTS service at this address for the past 35 years.
We decided to order U-Verse internet and TV service because of the features (whole home DVR, remote scheduling for DVR, etc) and faster internet and better pricing. It seemed line a win-win. It was set to be installed on Monday, June 23rd. I took the day off work for the appointment.
June 23rd: The tech arrives on time, however, he was somewhat rude and seemed as if he didn't want to install the service. It seemed as if he tried to make every single excuse to not install the service.
1. He stated that we would have to take the vinyl siding off the side of the house so that he could get to the existing wiring (despite the fact he could have just ran new lines as the inside wiring is a mess and is 50+ years old) He said he would have to run a new line to the house and put a new box on the side of the house anyway, so I don't understand why he couldn't run a new line to the outlet inside the house. The main reason he needed access to the existing wiring is because of the existing POTS service, but we only have one phone in the entire house, he could have simple ran a new line to it if needed. I told him to go ahead and just kill the existing POTS service and I would just forward the calls to an alternate number. He went down the street and came back and said there was nothing he could do and we would have no choice but to removing the siding and he left.
2. He stated that a large mirror we have in the living room is going to cause interference with the WiFi on one of the set top boxes... If so, why can't he run a line to the box?
He cancelled the appointment and said we could call back. I call back a couple days later into the week to reschedule for Saturday June 28th (1-3) for the installation of U-Verse so that I wouldn't need to miss work.
Saturday June 28th: The install tech calls at 12:30 and says he's running ahead and said he would be here in a few minutes. He arrives, a different guy than last time, and is very friendly and is completely understanding of the situation and said they were going to run new lines and put a new box on the side of the house. He said there was a signal issue out at the street and that an engineer would come out shortly and fix the issue.
An hour or two later, I see a bucket truck working out at the street and he was working there for an hour or two and leaves. We find out that the POTS service was killed and by 5 PM, no call, no anything. I call AT&T to find out the status and was on hold for an hour and a half and was told that the appointment would need to be rescheduled and the soonest they could have someone out would be Wednesday July 2nd. At this point, I am pretty pissed off and just hang up. I call back a few hours later once I cooled off and explained the entire situation to the lady and she puts in an emergency ticket for the POTS service to get restored this morning between 8-10 and said that the engineering ticket is still open and as soon as they fix the the issue at the street, they'll contact me to install the U-Verse Service. Fine. Whatever.
This morning, I do not get a phone call until 10:30 and it was an automated system saying that my emergency ticket was moved up until Wednesday, July 2nd. Unacceptable, it said to press 1 to speak to a manager, which I did. I explain the whole situation to the manager all over again, that I have an 80 year old grandmother at the house with no service, etc. He said he put it in as a medical emergency ticket and someone would call me within in an hour. It's so far been 30 minutes and no call.
Is this really how AT&T treats their customers? This is nuts!
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