AT&T reportedly pressured a San Antonio lady to attend practically 4 months to get Web service at her new dwelling, and she or he did not get near fixing the issue till she requested an area information station for assist.
“Lovie Newman deliberate for a clean transition into her new dwelling, together with scheduling a switch for her AT&T high-speed Web service upfront,” in response to a report Tuesday by News 4 San Antonio.
The home Newman moved into was apparently newly constructed and never but related to AT&T’s community, nevertheless it sounds just like the months-long wait was due primarily to errors by AT&T technicians and customer-service issues. In what Newman known as “a whole nightmare,” AT&T frequently rebuffed her makes an attempt to get Web service.
Newman scheduled an set up appointment for April 1, however when the day got here, AT&T known as to say, “we have to reschedule,” she instructed the information station. Initially, Newman “was instructed there was a service outage in her new far East Aspect neighborhood,” Information 4 journalist Darian Trotter reported. “Technicians had been engaged on it, however she says that they had no concept when service within the space could be restored.”
“I wasn’t listening to again, and I stored getting rescheduled and pushed round to completely different departments,” Newman mentioned. Commercial
“You by no means got here to my home”
Newman was in a position to schedule one other set up appointment in Could after the outage was mounted, however installers by no means got here to her home. “For 3 and a half months, she says she made numerous efforts to get related, together with the one time she obtained an appointment and eagerly waited for technicians to reach,” Information 4 mentioned.
Newman was at dwelling ready for installers to reach when she obtained a message from AT&T saying, “we missed you,” she instructed Information 4. “I am like, ‘you by no means got here to my home. How did you miss me?'” AT&T installers had mistakenly gone to a special handle in Alamo Heights, the report mentioned.
“Out of desperation, she thought-about switching service suppliers,” however “a web-based search of not less than three firms revealed service in her neighborhood wasn’t accessible.” The TV station’s video report exhibits that these three suppliers had been Constitution Spectrum, Grande Communications, and Google Fiber.
“I put in my handle and it mentioned, ‘not accessible,'” Newman mentioned. Newman was afraid of shedding her job due to the dearth of AT&T Web service, however Information 4 mentioned that “Newman’s employer was in a position to make particular lodging to maintain her working.”
Though AT&T has dragged its toes for months, its web site says that service needs to be available to Newman. We entered Newman’s handle into AT&T’s on-line availability checker, and it reviews that fiber-to-the-home service is obtainable the place she lives:
AT&T will get transferring after listening to from reporter
After months of ready for AT&T to offer a broadband connection, Newman contacted Trotter at Information 4 over two weeks in the past. The station reached out to AT&T, and whereas the corporate initially didn’t reply to the media group, the prospect of stories protection obtained AT&T’s consideration.
The information video confirmed an e-mail despatched to Newman on July 8 from an worker in an AT&T govt workplace. “The AT&T Workplace of the President (OOP) obtained a communication from an area information media reporter,” the e-mail mentioned. “Nonetheless, since you’re our buyer, I wished to achieve out to you straight.”
The week after that July 8 e-mail, Information 4 “obtained a press release from a spokeswoman saying, ‘our staff has already begun wanting into this and is involved with Ms. Newman,'” Trotter mentioned within the information report. Newman was nonetheless ready for service to be put in this week when the Information 4 report aired. “I need my Web to be put in, up and working by this weekend,” she instructed the station.
As a consequence of Information 4 prodding AT&T into motion, it appears that evidently Newman is lastly near getting related—practically 4 months after AT&T abruptly canceled her first set up appointment. “After we obtained concerned, Newman says techs have just lately put in wiring, and an Web field has been arrange outdoors her dwelling,” Trotter mentioned on the finish of his report. “Every little thing is prepared, she simply must schedule the set up.”
We contacted Newman and AT&T at the moment about whether or not service has been or will quickly be put in and can replace this text if we get new data. Commercial
Newman’s AT&T nightmare sadly not distinctive
Newman’s ordeal is much like one we wrote about in April. In that case, Comcast had an error in its protection map and falsely instructed the purchasers that Web service could be accessible at their new dwelling. The couple, Edward Koll and Jo Narkon, then paid Comcast $5,000 for a community extension, however the venture stored getting delayed. Comcast lastly supplied Web service after Koll contacted Ars and we reached out to Comcast’s public relations division.
Koll and Narkon ended up ready six months for cable Web and had to make use of unreliable and data-capped cell service that total time. We have written different tales over time about Comcast falsely telling customers that they could get service. After our article about Koll and Narkon revealed a number of months in the past, we heard from a number of extra individuals in Comcast territory who had been incorrectly instructed that Web service could be accessible at their houses.
We additionally wrote a few frustrated AT&T-using family in Mississippi in November 2020. AT&T had falsely promised Kathie McNamee and her household U-verse Web service of about 5Mbps, which is sluggish by at the moment’s requirements however nonetheless a lot quicker than what they ended up getting. Finally, AT&T solely supplied the household speeds of as much as 768kbps over its legacy DSL community and has not upgraded its community there or in many other areas the place glacially sluggish AT&T speeds are the norm.
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