04-26-2012 02:06:23 PM
I had U-Verse Internet installed on Friday, April 13. This required installation by two people, one for inside the house and another for outside of the house. The lady who did the inside installation was wonderful. The gentleman who did the outside installation never came to the door to tell us anything. But when he completed his task, he left a cable laying across my backyard on my grass painted orange, and the electrical box he hooked things up to was left with the cover on the ground and wires hanging out. We assumed someone would come out and bury the cable. They did not.
On Tuesday, April 24 I contacted AT&T to request that someone come out to bury the cable and attend to the open box. They sent someone out right away that morning. The person came to the door to let us know that he couldn't do anything about it, as the original job was contracted out and the contractors would have to come bury the cable.
Again, I contacted AT&T. Honestly, I'm unsure why they would send someone out in the first place if that were the case. AT&T kept me on the phone for approximately 1 hour trying to set up an appointment to have someone come out from the company that was contracted, and they were declined. They finally said that someone from that company would be in touch with me within 24 hours to schedule an appointment to bury the cable.
Wednesday, April 25 someone called me regarding the cable to quickly state that they were following up to let me know that someone would be out between now and May 5th to bury the cable. I had trouble understanding her and I think she got frustrated, but then when I repeated this back to her asking if she didn't have any idea when it would be, she stated that they do not make appointments. Someone might be out Thursday or anytime between now and May 5. I was shocked that she had no idea when they would be coming, but it would be anytime and any day between April 26 and May 5. I asked her if she could put something on the request to make this urgent since the cable had been left this way for a week and a half already. She was irritated and stated that the paperwork already said this.
I was charged $150 for the installation of U-Verse, and yet the customer service has been terrible. I get the impression that the AT&T customer service agents are not familiar with what the procedures should be related to U-Verse. And one of the agents stated, when I asked, that they hear about the buried cable problems about once a week.
This is my main concern right now. But after reading so many blogs, I'm a little worried about my bill also. I was promised a lower rate for 1 year, a $100 Visa Gift Card that could be put toward the bill, etc. just like many others that never received this. I'm hoping all goes well.
04-26-2012 02:40:24 PM
Cables are normally buried within 10 days after the install date. If you have any other issues that you have been unable to get resolved, send a PM to Alex who is an AT&T Community Manager on this forum.
05-16-2012 06:09:18 AM
If you are living in Ohio, call the AT&T Midwest buried wire center. The phone number is 1-800-924-9420. The ATT customer service representatives do not have direct access to the buried wire schedules. After speaking with ten different agents, I kind of felt stupid not to have googled this in the first place.
I have a unique situation where my lawn is getting seeded today and did not want the wire to be buried because that would mess the lawn. I also have a sprinkler system installed and wanted to be present at my home when they buried the wire. The lady on this phone was very helpful. She postponed the bury wire appointment for a later date and took copious notes. I wish ATT customer service gave me this number to begin with and saved me several phone calls and line holds.
05-17-2012 10:00:26 AM
Thank you for posting that info. It will be helpful for lots of people.