AT&T Failed to connect our service after order placed and refusing to ever connect. Atlanta, Georgia
We had been customers of AT&T for almost 2 years with their DSL high speed internet. We purchased a home about 20 miles from our previous address. The previous home owner had the same service that we had, so we knew we could get it there too.
My wife and I both work from home and can't work without internet. My wife called to get our service transferred to the new home and was told they didn't cover that area.
We knew they did and gave the name and number of the person we were buying thehouse from. They were able to locate her information and confirmed they did cover that area.
She was told the grid was capped and we would have to wait for the previous homeowners service to be canceled before we could place the order. The order for cancellation had already been placed it just had not gone thru yet. Once the order was fulfilled we would be called to place the order for new service. We were also told by the previous home owner that she inquired as to whether or not we would be able to get service and she was told that we would be able to get her spot once she had canceled.
We waited 2 days and had not heard back from the sales dept so my wife called and the spot had come open and they went ahead and placed the order for our service to be transferred. That was on 3/7/2013. We were told our service would be turned on in the new home on 3/11/2013 between 3 and 8 pm. At this point we had been told twice directly that we would get service and once indirectly.
I tried to connect the service on 3/10/2013 to see of they had already started internet in the new home. They had not. I called tech support and was told the order had been put on hold by engineering and he would call me to let me know why. I was told that they were phasing out dsl in the area in favor of U-verse but that service was not available yet.My wife and I have made numerous calls, spoken with at least a dozen agents and have been told at least 4 different times the accct had been escalated and we would be contacted in 24-48 hrs. We still have not been called.
They are now saying that the area grid is just full and that we can't have service until other people get off the grid. There are no other companies that cover this area and I am spending more on gas every week to drive to a place where I can work than I would on the monthly service fee for AT&T.
I have also contacted the Office of the President for AT&T in Atlanta, GA and it seems they are not going to make our situation right either.
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