I looked at my modem, my residential gateway. The broadband light was flashing red. No sync. I rebooted. No success. I found the tech next door who was doing a new install of Uverse service. He said my problem had nothing to do with what he was doing.
I expect credit for one entire month. That is what I paid for. I asked more than one of the folks in AT&T billing if they would accept a pro-rated deal on a new four door car if it only had three doors? If a burger was served without half of the bun? I paid for monthly service.
I did not receive what I was sold. I am not even taking into account my lost time waiting around for multiple service calls, schedules and appointments I had to cancel or alter due to their inability to resolve the issues the first time or the aggravation of dealing with their customer service. I will accept nothing less than a full month of credit as this is what I deserve.
I will continue this post below with additional information. At the bottom of this post I will continue to add updates until there is final resolution which means a full month credit issued to me. I will also track the effort required to receive this credit. At this point effort has been futile.
Addional material and updates below.
@ATTCustomerCare @mzmartipants – to be more accurate, ATT customer care has NO impact over anything. They are a buffer and little more. This was a comment from me to a user that had made a comment about the lack of impact that customer care has on a problem.
New @ATT motto. Not working? Downgrade! Idiots. Criminals.
They are downgrading my port profile. Reducing level of service @ATT
Last @ATT line tech did nothing.
One more service call from @ATT later today needed
Broken again. @ATT uverse – internet http://twitpic.com/3afjs0
This will be the 2nd line call and 2nd house call @ATT.
One more service call from @ATT is needed.
Problem is on line again. Sat here for NOTHING. @ATT
Last time it took 2 techs. Fix lasted a few hours @ATT
Automated message system @ATT is sending out messages in error. This added to my concern with my current @ATT problems. Side note – My second service call was less than an hour away when I received an automated message to my cell phone asking me if my service was restored and would I please call to reschedule my service call. I was upset to say the least. The same thing had happened in the past on an initial install. I called and they said they were sorry, the recordings are going out to everybody but ignore them as it is a problem they are having. Seems as if their systems are equal to their people.
Rcvd phone msg fm @ATT 10 min ago. Automated message that I need to rechedule my appt. Called ATT. Message was sent in error.
I just spoke to @ATTJenn and she said she would excalate but would have no reply for 24 hours
@ATTJenn – you mention you have my contact number. I still have not had a call from you, or anybody else come to think of it.
Internet and #uverse still down thanks to @att
@ATTJason – you are a manager with customer care? You should be ashamed.
@ATT – that is the least reliable network with the worst customer service in ANY industry or business.
@Jim4 @Indy_Anne – My uverse has been down since 11/23 🙂 – This was in reply to another unhappy AT&T customer. Many of us started to exchange information on twitter.
They are not ALL worthless @ATT – employee JH767E at 1-800-288-2020 didn’t fix it but was helpful and technically astute which is a first
@chrisdancy @attcustomercare – Chris – if you send me the youtube links I will post on my blog IF my
@ATT service is ever restored – Some of the twitter dialogue where folks contacted me with their tales of their own problems. This fellow has a series of events on youtube.
@roserot @joe_hollywood Even at the height of the BP oil disaster the #1 spot for bad service was firmly held by ATT @ATTCarolyn – my reply to some folks talking about AT&T customer service in general.
@HighTechDad @attcustomercare – a trouble ticket means nothing. I have had three of them since 11/23 and two techs. I am documenting – reply to somebody who thought having a trouble ticket meant something
@dougjoe @ATTCustomerCare – 20 hours of problems with ATT. You are at the back of the line! I am doucmenting my own adventure on twitter – Dialogue on twitter with somebody who thought that their problem had been going on a long time.
Lots of messages from @ATTCarolyn saying she will help folks. I have not seen anybody thank her yet 4 help and has not helped me yet either – One of my replies to a mobile alert. I had mobile alerts being sent to my phone to keep an eye on some AT&T Customer Care people who were pretending to help or be concerned. It turns out that they did nothing and were little more than a buffer or stalling tactic.
My @ATT uverse and internet are still down. Phone call their 2020 help line folks promised NEVER came. One of many expected calls from people who said they would call me back.
Recorded shows on Uverse do not play back if network connectivity is lost on @ATT Just hangs in black. Keep your VHS? No thanks to @ATT !
Employee jm398m @ATT was of no help.
Employee ms531y @ATT was of no help at all this am
Employee rc176t @ATT was just now of no help at all
Prior to the above three people – Four @ATT people at 800-288-2020 no help today.
When @ATT fixes something it does not stay fixed.
Wednesday fix by @ATT lasted less than a few hours. Down again.
Dozens of people involved. Only 1 helped but not a solid fix @ATT
Hey @ATT change my port profile back to last nights config!
Internet and tv down again until sunday. Thanks @ATT
My @ATT worked last night and this AM but just died now.
I will be writing up my @ATT experience of the last two days in the next few days in a blog post.
@ATTCarolyn – I will let you know how things go once I get back home and see if problem is resolved as 1st tech assured.
The answer was … No. Still waiting for things to be fixed by second tech. I was “assured” it would happen today. This was in response to Carolyn.
@ATT – one more reason the USA cannot compete in a global economy? One of the largest companies who offer no value or service for the $$$
In a half dozen phone calls to @ATT 1-800-288-2020 customer service number today nobody was of ANY help. All referred me elsewhere.
Even at the height of the BP oil disaster @ATT still took a back seat to @BP in regard to public opinion.
@ATT – 1st tech assured me that by the time I get home this evening my Uverse and Internet will be back up. I am doubtful
@ATT – first tech gone. He called 2nd tech. He assured me that I did not have to be home as problem is outside.
@ATT still down. Second tech called to come out by first
@ATT does not consider install next door yesterday caused my problem. Fools.
@Att does not to listen to tech advice from my two decades of comm exp.
ATT one reason America cannot compete in a global market.
@ATT talked to 5 people so far today. Zero help.
@ATT – worst in any industry.
I think I made some point with some of the twitter posts above. There is a lot more dialogue on facebook where many people were adding their own commentary to my posts which went from twitter to facebook in real time.
@ATTCustomerCare – 5,974 reads since yesterday on my ATT blog entry and I continue to document so please reply on my credit issue.
@myles111us @ATTCustomerCare @ATTJason @ATT – I want confirmation that I will see a full credit on my next bill.
4 minutes ago
@ATTCustomerCare @ATTJason @ATT – as I said, what I need now is a full credit. I already paid my Nov bill in full the other day.
4 minutes ago
@ATTCustomerCare @ATTJason @ATT – Uverse is no longer needed – unless service fails yet again – it is working at the moment
6 minutes ago
@ATTCustomerCare @ATTJason @ATT – I have personally observed that you DO NOT know what is going on MANY times during this issue.
6 minutes ago
@ATTCustomerCare @ATTJason @ATT – http://la-economy.blogspot.com/2010/11/at-so-wrong-is-every-way.html is my blog post url
8 minutes ago
@ATTCustomerCare @ATTJason @ATT – but I do expect a full credit. My logic is in my blog post.
8 minutes ago
@ATTCustomerCare @ATTJason @ATT – please don’t let them take it down again as it is working at the moment.
9 minutes ago
@ATTCustomerCare @ATTJason @ATT – service is up at the moment but that has been the case multiple times in the last few days.
9 minutes ago
@ATTCustomerCare @ATTJason @ATT – at this point I just want my service to stay up and a full month credit on my bill.
10 minutes ago
@ATTCustomerCare @ATTJason @ATT – not surprised to see you have no idea what is going on.
11 minutes ago
@ATTCustomerCare – Molly, who is customer care west if you are customer care east?
12 minutes ago
@ATTJason – You are manager in the Pacific? That is probably my area and I heard zero from you.
19 minutes ago
@ATTJason – I see your last contact with a customer was four days ago. You think you are on top of problems? @ATT @ATTCustomerCare
20 minutes ago
Direct twitter message back from them: ATTCustomerCare ATTJenn will be in shortly. She is working on your issue and will follow up accordingly. Thanks for your patience!
Just got the above via twitter. This is in regard to a credit for my AT&T Uverse and Internet being down for five days where it took dozens of conversations to the help line (which resoloved nothing) twitter messages (which resolved nothing) two premise service calls and two line service calls over the period of four days where I had to reschedule appointments where I was helping the homeless of Los Angeles.
Direct message sent back from me in response: I will be waiting. I expect credit as I described in my ATT blog entry.
ATTJenn Thanks, Myles. I passed along that information, and our U-verse team will contact you as soon as possible. Thanks for your patience. -Jenn
ATTJenn Your request was given to our U-Verse team. They will contact you as soon as possible. Thank you for your patience.
myles111us I will count the days until I hear something. I do not expect prompt service even though this has been explained to many regarding credit
No word back from AT&T as of 11am this morning. Left word with all of the folks again via twitter.
I received a reply – same thing – no help:
My reply: @ATTCustomerCare – Continue to work on my concerns? A simple credit? This is not rocket science!
2:10pm PST – I just tried to call back the executive offices of AT&T at 1-888-958-3030. Maria or Malita or somebody with a name like that left me a message asking me to call her back. I called back. She is not available. I was routed to voicemail. What a surprise? I then followed the vocie message prompts to get to an operator. There was no operator available either and was routed to their voice mail for the operator.
Before you ask … yes, the call was made during their recorded “normal business hours”.
I had taked to AT&T Customer care and told them that my cell reception at the shop was useless. Also an ATT product as a side note. I requested that what I was requesting was a month credit and all I was asking for was an phone text or message telling me this was going to be done and when I could expect the credit.
So far, ATT has not done one single thing that I have requested even though I have had numerous pieces of information from them telling me they were on top of things and asked me to “please be patient”.
ATTJenn Our U-Verse team needs to speak to you by phone. They’ll contact you tonight after 6pm.
The above was sent to me by ATTJenn. I had received a call from ATT Executive offices earlier asking me to contact them. They left me a number (noted below). I called the number and started the ride in their automated call system. I entered the extension number I was given was directed to the voice mail of who had contacted me initially. I left a message. No reply. I tried to call the operator at the ATT executive office number I was given. It also went directly to voice mail.
I sent some messages back to ATTJenn
ATTJenn I just tried to call them again three minutes ago. Nothing but voicemail. I will be on the subway at 6pm so I would like to talk now
ATTJenn Please send me a number that will really connect to somebody other than 1-888-958-3030 x5995
ATTJenn I am available now. I have been waiting on ATT folks continually at this point.
ATTJenn Perhaps you can just message me here with an answer to this question: Am I going to receive a credit and if so, when?
ATTJenn ATT has all the info it should need in your records and in my blog post which documents things event by event
ATTJenn I am leaving the shop shortly. You may text me at the 9904 number with a viable contact number at AT&T exec offices.
Six o’clock has come and gone. @ATT was supposed to call me at 6:00. They did not call as I was told they would.
I never received my call last night as @ATT promised. @ATTJenn @ATTCustomerCare Issue is still unresolved.
I received a call from ATT at about 10am while I was shopping. They are going to issue a credit. They said they would send me notification. I will post notification when I receive it here in the blog post and will let folks know when the credit is applied.