AT&T Stalling on Repairing Landline (system, Time Warner, phone)

[Ariadne22]

Actually, they are lying.

Who do I contact to get AT&T to come out to my house, climb the pole and fix whatever the problem is? I really want to keep this landline.

Called last week Wed. 9/1. No dial tone. Can't get here til today 9/6 Labor Day. Questioned them on scheduling this day. Response, we have people working 7 days a week.

Several calls on my seldom used expensive cell phone today to AT&T repair service. Still PROMISE they will fix today.

No sign of tech,so called again today at 5:30 p.m. After much questioning on my part, rep said oh, case still not assigned to a tech, unlikely they will be here today since it hasn't been assigned, but I should be first tomorrow. I will get an automated call at end of day.

Reading the internet I guess this lousy service is par for the course. I am planning on emailing the PSC, the governor, head of AT&T and placing a call to the executive offices of AT&T downtown tomorrow.

WTH is going on? 6 days without a phone? They are still using the July flood as an excuse. That was six weeks ago.

Last rep I spoke with also said since WI removed regulatory requirements, AT&T is under no pressure to respond. He also said CS reps are required to finish all CS calls in 4 mins. He talked for 20 min. Wonder if that guy will have a job tomorrow?

Anyway, any suggestions? Or anyone know a tech who works for AT&T in Milwaukee area I can call? Thanks. I am furious.

[harry chickpea]

The magic words are "medical emergency." I leave it to you to figure out how to use them along with the word "sue" in your next call to cussing disservice.

[darjoh]

Originally Posted by harry chickpea

The magic words are "medical emergency." I leave it to you to figure out how to use them along with the word "sue" in your next call to cussing disservice.

Medical definitely works.

Another problem may be an automated system is doing line testing, and not finding a fault, then removing the service ticket from the maintenance schedule (A clean open in the line can fool the auto test system). Ask the person taking the repair call to be sure your line is not being auto-tested.

Next call could be your state local PUC (Public Utility Commission).

[gvillager]

I had a similar problem a few years ago. I filed a complaint with the FCC. Within 2 days a supervisor contacted me to schedule a service appointment the next day. They fixed the problem and a few days later the supervisor followed up with me to make sure everything was fixed to my satisfaction.

[Ariadne22]

UPDATE:

Service has been restored. This is what I did last night at 11 p.m.:

Filed complaints with:
Governor State of Wisconsin
PSC - State of Wisconsin
FCC

Emailed president/CEO of AT&T recounting sad history, informing him I had filed complaints with all of the above, and that if service was not restored today, I was also going to our newspapers, television stations and the Better Business Bureau.

WELL, this a.m., I called Repair Service - again - and am told technician has been assigned, my case has been escalated. Not five minutes later I get an automated call from AT&T saying they won't be keeping appointment today and will be out out tomorrow. I call Repair Service again. I am confused. This time rep calls dispatch and puts me on hold for 10 min. Comes back to say someone should be out this afternoon, they had to reprioritize my ticket due to an emergency but still should be out today. No explanation for automated message and didn't want to talk further. So, I still didn't know where I was. Website on my case now says they can't keep appointment.

I then call Corporate HQ here in MKE, am transferred to someone in PR who calls the dispatcher for Milwaukee. I am back on the schedule, a tech has been assigned, should be at my house in a couple of hours. She was leaving for the day, I should inform her status on her voice mail.

1:00 today tech calls, 1:30 tech arrives, stays til 4:45. Has to replace wire from house to pole and installs service box. Phone service up and running.

Meanwhile, I get a call from Rochelle, also at AT&T MKE corp. HQ saying she is following up on my email to Mr. Stephenson, CEO/Pres of AT&T. She subsequently called me again at 4:30 offering apologies.

Then when job is finished, at 4:45 pm I get a personal visit from Lynn Jones, Area I&M Manager for AT&T. She has a printout of my PSC complaint and my emails to the AT&T CEO and the Governor. Apparently they got all of them - hehe. Very sorry, etc., etc., etc., She implies due to the economy it is difficult for the company right now and they are trying to contain costs and, as a result, they are very backed up in their calls. In other words, they don't have enough tech people and won't hire more.

So, as usual, squeaked wheel gets grease. Ticks me off that something so simple should be so time consuming and stress producing.

Thanks for the suggestions on medical emergency. I'll remember that one. Friend of mine today said I should claim disability. She always does and never has problems getting service. It's a whole new world out there, plainly.

[PITTSTON2SARASOTA]

Originally Posted by gvillager

I had a similar problem a few years ago. I filed a complaint with the FCC. Within 2 days a supervisor contacted me to schedule a service appointment the next day. They fixed the problem and a few days later the supervisor followed up with me to make sure everything was fixed to my satisfaction.

I agree.....I had problems with my internet provider....never got the problem fixed until I filed a FCC complaint...then in one week they found the problem.....the cable wire from my house to the telephone pole was chewed thru and the shielding was compromised. Here's the link>>>>> FCC Consumer Complaints Good Luck!. I would not lie and tell ATT you have a medical problem.....that karma may come around someday to "bite you". .

[gvillager]

Originally Posted by PITTSTON2SARASOTA

I would not lie and tell ATT you have a medical problem.....that karma may come around someday to "bite you". .

Not only that but you may be delaying repair service for someone else who has a legitimate medical problem.

[PITTSTON2SARASOTA]

Originally Posted by gvillager

Not only that but you may be delaying repair service for someone else who has a legitimate medical problem.

True.......just not good to "drop" to the company's level of doing business......like people calling 911 for a non-emergency.

[Ariadne22]

Originally Posted by gvillager

Not only that but you may be delaying repair service for someone else who has a legitimate medical problem.

Oh, I agree. I also think one of AT&T's dilemmas, aside from not having enough personnel, and why I was reprioritized today and probably on Monday, as well, was because some people either legitimately, or not, pleaded a medical emergency. Knowing our local population who know how to game every system, I believe that was part of my - and AT&T's - problem, probably from day one.

Hereafter, FCC and PSC complaints, and immediate complaints directly to HQ are going to be my MO. Truthfully, only service I have from AT&T is my landline. This is the first time I've needed their tech service in thirty years. Internet/Cable is Time Warner and cell is US Cellular. Plan to keep it that way. Wouldn't even consider AT&T for internet/cable TV based on this experience. Never. We get immediate, under 24-hr response from Time Warner, always, and local call center 5 miles away - not in Ohio or PA.

[harry chickpea]

So what you all are saying is that if the OP DOESN'T get phone service repaired and he slips and falls in the shower, it isn't a problem and he can't sue for not being able to call 911?

Sorry, the ONLY one "gaming the system" is AT&T. When a system is broken, one either does what is required to make it work or goes without.

What you folks are doing is playing a percentage game. Your logic goes along the lines of - There may be less chance he'll need to make an emergency call, therefore the people who stand a greater chance of that need should get priority. If you were in the insurance business, or doing triage in a hospital, that attitude would be correct. This is neither. When the OP has repeatedly been screwed over, it is not a correct attitude.

In a better world, techs would always keep appointments. In a better world, a missed appointment would put you irrevocably at the top of the list. AT&T policies are "gaming" the public that it "serves." Those policies are causing hardship to all.

Not everyone has the time or energy to go through the hoops of doing the formal complaint process. Those hoops are designed to keep complaints to a minimum. I'm happy that the OP got results. It doesn't always happen that way.

If you trust in the system, the way it is set up, then you obviously have never had calls from "Heather, at card services" or "Auto Warranty Services" even though you are on the do not call lists. AT&T, the FTC, FCC, and Florida Consumer Protection (which is where they are based) have not bothered to even attempt to shut these scammers down, even with thousands and thousands of complaints from across the country and even Congress.