Contributor
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3 Messages
Horrible Customer Service
We are a medium sized business running ATT's IPFLEX product. After a very lengthy and very disorganized IPFLEX/MPLS installation 3 years ago, we havent had too many issues until lately. We are trying to move 2 bonded T1 circuits to a new site about 1/4 mile from the old site. Simple move of 2 tail circuits with the local telco you'd think, but it has now been over 3 months and we still havent even gotten the new tail circuits installed. We only just heard from their order processing people and I have been in routine contact with my service manager regarding this move. What the @$@#%???? We are paying for this move
so why cant ATT get it done?
Now one of the old bonded T1's has gone down and we cant seem to get ATT's 2nd tier support group to pass this off to the local Telco for repair. The circuit has been down for a week now. I have requested this 3 times in the last 48 hours. An ATT technician came to the site and he reported back that this circuit needed to go to Verizon for repair. But those 2nd tier support people seem to ignore the facts and continue to hold this circuit with their "testers". The trouble ticket just gets passed around.
Is ATT having some sort of problem with Verizon??? They dont seem to be able to do anything with our Verizon loops.
Lyoung
Employee
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355 Messages
9 years ago
yav444,
Sorry to hear you are having issues with the circuit installations and we are truly sorry for all the inconvenience this as caused you. I would like to get you some assistance for your concerns. Please send me a private message by clicking here http://bizcommunity.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/103392a nd include the following information so I may assist?
Full Name:
AT&T Account Number:
Name on Account:
Preferred Contact # or Email:
What type of service (Uverse, DSL, Landline, Wireless):
Description of Issues:
Thank you
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yav444
Contributor
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3 Messages
9 years ago
Well it is now July and time for an update on our IPFLEX service in New York.
With respect to our trouble ticket, we FINALLY got ATT's tier 2 group to forward our trouble ticket to Verizon after 120 hours of downtime, approximately 8 hours of "on-hold" time waiting for customer service techs, and multiple requests by both myself and an ATT on-site technician to do so. Once Verizon had the ticket, the service was promptly identified and repaired within 24 hours. For some reason ATT's tier 2 customer service techs just did not want to send this ticket out to Verizon.
With respect to our circuit moves at the same site (originally requested in February), we finally had to cancel this request and are going to move our VOIP and Internet services at this site to Time Warner. We've never received any details or updates from either ATT or Verizon as to what the issues were with this move. Very poor communication (and even less communication since I posted my complaint to this site). I still dont know whether this was a Verizon issue or ATT issue (but my IPFLEX contract is with ATT).
Our issues seem to parallel hundreds of other complaints with regard to ATT's customer service these days. I hope some day it can be fixed. I still have 3 sites connected to ATT's MPLS/IP FLEX services, but am now looking at having to move these sites off of those services by the end of the year. I was hoping to keep ATT's IPFLEX service at my sites for quite awhile...once we got past the initial installation nightmares, it was very stable. For my side, this has turned what was supposed to be a simple circuit move into a major network migration....another nightmare to go through with a new provider!
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ChrisA11
Employee
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147 Messages
9 years ago
Hi yav444,
Thank you for reaching out on our Business Community. I want to apologize for the inconvenience and frustration with your experience with us. If there is something that I can help with, please let me know by sending me a private message by clicking here.
Thank you,
Chris
AT&T Social Media Manager
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yav444
Contributor
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3 Messages
9 years ago
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ATTBusinessForums
Administrator
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26.2K Messages
3 years ago
Hello @Xotic1209
Thank you for your recent posting. We appreciate your participation within the Business Community. I will be glad to assist with your concerns. I will mark the message private to gather some details.
Business Or Personal:
Account Details:
Contact Name:
Contact Number:
Email Address:
Description of he Issue:
Thank you,
Lisa
Social Media Manager
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