FRUSTRATED in Plano, TX! "Unable to give an install date"

[redraider26]

We moved to our new home in Plano, TX and found that AT&T is our only option for internet service.  We placed our original order in June, only to be told that our service window was canceled.

On 7/2, we were rescheduled for 7/10.

On 7/8, we received a call that there was an equipment shortage and we would receive a call back with a new date.

On 7/14, I called and found that our date was changed to 12/31/2036 (error!?)

On 7/18, I called and was given a phone number for a manager in our area and left him a voicemail.

Today it's 7/24, no updates from AT&T, and more importantly, NO INTERNET!

The internet is important to both me and my wife's job, and with no other options for service, does anyone have any ideas on how to get this resolved?  Someone must be responsible for the equipment shortage, assuming that's the real issue, and I want to talk to them to get a date.

To make matters worse, the previous owners of our home left their UVerse equipment (router) hooked up and AT&T won't transfer it to my account -- even with their permission!

HELP!!!

[texasguy37 ACE - Expert]

Send a PM to Alex who is an AT&T Community Manager on this forum.

Also, check the settings on your account to make sure that you will receive email notification when a PM is received on this forum.

[redraider26]

Thanks!  I PM'd him and an hoping to get a response soon.  It's frustrating that all of the equipment is still installed and was working up until a few days ago, but AT&T can't turn it back on.

[redraider26]

UPDATE:

It's 7/26 and still no internet.  However, after multiple hours on the phone with various reps, I found someone who would listen --  Justin {personal content removed for safety}, U-verse Tier2 Social Media Support Team

THANK YOU JUSTIN!!!

I have been trying to explain to anyone at AT&T who would listen that we have all the equipment already installed -- including the magical ONT that nobody could find and that is on back order for new installs!!!  (see picture below).

So now that this has been solved, it's 5pm here and I asked for the installation to be finished today.  After all we've been through (almost a month with no internet), I expected to receive a prompt response.  I would expect available technicians since there's an equipment shortage, but instead was told "all the techs go home at 5pm".

Well we've been without a utility for a month -- why can't we get someone who cares to come finish the install???

[redraider26]

Thank you Justin!!!  We have internet.

Outside tech arrived this morning to finish work on the ONT.  Justin worked with me to reassign the existing equipment inside the house to our account.

Give Justin a raise... he took the time to listen and understand the problem.

[adamtx2012]

i am in Trophy Club and going through a very similar ordea.  called 8/2/12 for a move order to my new construction home, was assigned a date of 8/17/12.

no show, no call.

called ATT cust service, 1 hour phone call to find out "equipment shortage in area" call back in 2 days should be resolved.  2 days pass, I call back, am told same thing.  1 week passes, no calls, no updates.

finally get to 8/30/12 and the person in cust service says "we have the equipment and are ready to schedule your appt" gives me install date of 9/7/12 and i get an email confirming.  I asked him why did I have to call AT&T to get that info when they were supposed to call me, he says he cant answer that.

Call today to reconfirm and am told the appt is again cancelled, equipment shortage.

Have been without tv/internet/phone for 1+ month and nobody seems to want to be interested in saying anything except "im so sorry sir".  no ETA, no explanation. 

Can anyone in the forum help me!?!?!

[RCSMG ACE - Expert]

Send Alex a PM he is an AT&T Community Manager on the forum.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[adamtx2012]

thank you, i contacted him and am awaiting some kind of answer other than "we cant help you".  if anyone else out there knows of a corporate contact within AT&T i can try please PM me.  i googled "ONT shortage" and can find no other complaints like this, so it tells me my problem is local...why cant they get the part from another district?  does this need to take 1 month?  no other options/providers in my nrighborhood so i am at the mercy of ATT.