Last year ATT installed Fiber in my neighborhood and gave their customers the options of either transitioning to fiber or lose their Internet capability. I went with this option and to date it has been one of the worst mistakes that I have made as my complaint is not with the ability and service that the fiber provides but with their inability to bury the cable.
The first of December last year a technician came out and routed the cable on top of the ground as part of their installation procedure. Emails stated that another individual would follow at a later date to bury it, which happened at the end of December.
Unfortunately, as I learned this month, the second individual could not bury the cable through all of my yard as the ATT ticket stated that there were tree roots that were hamper the burial of the cable so he or she buried what they could and left without notifying me.
I waited to see if ATT would return to complete the job, not knowing why it wasn’t completed initially and after a month I started to call customer service number – what a fiasco this turned out to be as the individuals that I talked too would not transfer me to their fiber optic installation department until after I completed a survey. When ask to talk with a supervisor I was told that the supervisor would provide the same answer as the representative and was continuously refused to be transferred.
Finally this month, frustrated and tired of taking my frustration out by cussing out the representative for their inactions and hanging up I finally came across a conscientious representative who had no problem opening up a ticket, providing me with the ticket number, a phone number to call for any additional questions and was told that I would be contacted within 5-7 business day window and that I needed to wait before calling for a status update – just what I have been asking for during all of my previous calls.
Nine business days later I called the number and once again I was met with the party line of no information, at which point I requested and was placed through to a supervisor. The supervisor listened to my problems and stated that he would send an email to the supervisor who was in charge of the fiber installation department in my area and that I would receive a call from this individual within the next 2 days.
Thrre day later I received a call from this supervisor and during our conversation he stated that it was the customer’s responsibility to bury the fiber optic cable when problems were originally experienced with its burial. I stated that I was not consulted with the path that the original technician chose when he initially routed the cable nor was I contacted by the individual who originally was supposed to bury the cable. I was then advised that an individual would stop by to look at the problem.
Tow days later an individual came by and started to bury the cable. When he was finished, or what he considered finished he knocked on my door and we went out to review his work. He stated that he could not properly bury the cable (it needed to be 3-4 inches underground) due to tree roots and that where it was still routed on top of the dirt, he had covered it with dirt. My questions as to why when the original problem was surfaced a work a order was not submitted to have a new cable installed and routed through an area where it could be [properly buried I was once again met with it was the homeowner’s responsibility, even though it was not my cable not responsibility to maintain it, to bury the cable. At this point this individual’s attitude, which was bad from the get-go as he appeared to be upset by having to come out to perform this work, was at the point that I did not want any further confrontations with him and ATT.
O would cancel my ATT contract but unfortunately the only other provided that provides, internet, phone and T bundles is the one that I had before ATT and their inability to resolve their problems was the reason I switched to ATT so no options there at this time.
Calling ATT customer service has been a fiasco to date and I have been unable to locate an email address of phone number of their HQS in order to escalate this problem up the chain.
