US Telco Support > AT&T > AT&T U-verse > AT&T no show once again.....

reply to Tech007

Re: AT&T no show once again.....

reply to rayge
Those optical splitters are al over the Texas area, Dallas, Houston and especialy in San Antonio, this smells of pure crap. They could have had a splitter shipped in a couple days at most.

reply to rayge
Did AT&T finally get your service on?

reply to cramer
Good luck sendin' AT&T a bill for our lost time.

reply to rayge
I received a phone call from our local uverse manager today. On a Sunday. He said he found a splitter in Detroit and actually drove over there himself and picked it up! He says that it will be installed tomorrow! So our hopes are high that this will be resolved soon on behalf of the local uverse team.

reply to rayge
Ah, that you are FTTP makes this whole situation much more comprehensible. They need an optical splitter. Those are expensive and difficult to source parts for ATT since they have so few FTTP customers. I honestly believe they don't have any in-state, they may even have to look for one in an entirely different operating region. It's no wonder you'd had so much trouble. If you were copper they would have been able to have you up and running in no time flat.

reply to rayge
Update: the installation did not happen. A splitter needs to be installed in the " facilities" to accommodate our address. Apparently the part is on back order. AT&T has no idea when they will get it and when we will get service. That is what a tier 2 tech told me yesterday. The local uverse manager said that they are trying to source one from another state. My area is fiber to the house so I don't know if that makes this part hard to get or what. I would go and get direct tv but that would only really solve our tv problem.

reply to rayge
I wasn't aware ATT used subcontractors for installers. What area have you seen that in?

reply to rayge

reply to rayge
My latest update was based off of an email I recieved last night from a Uverse Social Media Manager from the social media team who is keeping an eye on the situation for me. He said:

I checked on the status of the order and the ticket is still being worked on. It is not escalted to an area manager. The new ETA has been changed to 2/13. I am really sorry about this delay. I will check up again on 2/13 unless I hear something sooner.

Got in contact with Tier 2 tech today and they said it is showing as resolved and that he could schedule us for an install this Saturday which would be awesome! I will let you all know if it actually happens or not hehe.

reply to rayge
If so many houses are going up it sounds like they just need to add another VRAD to that area.

reply to rayge
Here is an update to the situation. Apparently the facilities need a splitter installed to accomodate our address. It didnt get flagged until our order came up and made them aware of the issue. It was supposed to be fixed on Jan. 17. I guess that is why our install was pushed back to Jan. 31. But anyways, I did get contacted by a Uverse manager in my area who said it will get fixed on the 31st. He said it is a simple task just need to get the part in hand and have somebody go out and add it. Well, it got pushed back to Feb. 5 and now the 13th. So either they cant get the splitter or they cant get somebody to go install it. Going to start checking into Direct TV since we cant get cable. This really sucks. What also sucks for AT&T is that there are a lot of houses going up in our neighborhood so they will be in the same situation as us. Maybe AT&T will finally get around to doing this when they start getting phone calls from other potential customers.

reply to rayge
For all interested- I sent rayge 's info to my contacts as of prior message left. They should be in touch soon. I already have received one internal reply as of this posting.

reply to rayge
You should probably get familiar with the automated phone help system now so you are ready to use it when you get service.

My guess is the techs are returning the job for whatever reason. That usually just gets the customer in some kind of ATT feedback loop black hole.

reply to rayge
Here are some phone numbers, you may want to try: 866-329-2662, which is the tier 2 technicians who can normally help; 800-928-6878 customer retention, who would obviously like to help get new customers and 888-485-3310, which is the actual technician dispatch phone number.

reply to cramer
My curiosity is peaked now, you should have had a 9-digit ban number. any idea if you have this?

reply to rayge
Send 'em a bill for all the no-shows. If you don't show, they'll sure as hell bill you.

reply to rayge
Comcast is in our area but does not service our neighborhood.

We stopped at an AT&T store today and asked about what is going on and he checked and said basically we are green for service and said we are basically falling into limbo in their system and our order needs engineering tech to review and push it out. After this last no show we called and she checked with the local install techs to see what is going on and they basically said that they had no record of our install order.

reply to rayge
If your neighborhood is full and your neighbors have it then my assumption is likely.

Waiting on what parts? Thats like the ad stating more speed options for their internet service, total BS.

Unless you are a fiber neighborhood and they ran out of the GPON units like in San Antonio this past summer, which pushed out installs for 3-4 weeks, they have plenty of parts. Sorry but that excuse is so bad that is not even funny.

reply to rayge