We selected AT&T Broadband as our telephone & internet provider for our home beginning on April 24. Since then, we have been without either service for a total of 24 days (4/28-4/30,5/5-5/6,6/3-6/6,6/14, and 6/25-7/8).
Each time our service goes down, we call the customer service call center and are given a work order numer and a 24 hour repair promise. Once they even kept the repair promise. Anyway, this time we have been without service for 14 days. It is a problem because I have a disabled 8 year old child with a serious medical condition and because our cellular telephone bill is going to be outrageous!
I called customer service on June 25 and they acknowledged an area outage and therefore, gave us no work order number. Finding this odd, I called again on the 26 & 27 only to have gotten the same response. After being without service four days, I called again on the 28th... I was told that they had no record of me calling in on the previous days, and then I was given a work order number and a promise that someone from the executive team would return my call by the end of the business day.
Not surprisingly, nobody called me. I called again on the 29th and 30th and was assured each time that the circumstance had been given a priority ticket and that a manager would call me back by the end of busness.
July 1st and 2nd I made numerous other calls with no response from AT&T Broadband. The evening of the 2nd, I called again, I was told that the work order had been closed out and that my services had been restored, when in-fact, nothing had changed on my end. So we proceeded to open another work order and I continued to call daily. On July 5th, the same thing happened, they closed the work order and told me that my service was working; it wasn't. I then opened another work order and on June 8th at 1pm, my service was restored.
I then called the billing department and tried to obtain a credit for all of the outages and payment for the cellular telephone bill that now amounted to $172. They stated that, "... We are not responsible for your cellular telephone bill. We can give you a prorated credit of $1.40 towards this outage only, and we will not give you a credit for your internet outage".
Add insult to injury!!!
Today I filed a complaint with the Georgia Public Service Commission and I will persue this to court over principal.
Jen
Lawrenceville, Georgia
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