AT&T reportedly forced a San Antonio female to hold out practically 4 months to get World wide web assistance at her new household, and she didn’t get close to solving the challenge until she asked a neighborhood information station for assistance.
“Lovie Newman planned for a clean changeover into her new home, which includes scheduling a transfer for her AT&T high-pace Internet provider in advance,” according to a report Tuesday by Information 4 San Antonio.
The house Newman moved into was apparently recently designed and not but related to AT&T’s community, but it seems like the months-prolonged wait around was owing mostly to faults by AT&T experts and customer-provider troubles. In what Newman named “a total nightmare,” AT&T regularly rebuffed her attempts to get World wide web assistance.
Newman scheduled an installation appointment for April 1, but when the working day came, AT&T referred to as to say, “we need to reschedule,” she advised the news station. Originally, Newman “was told there was a services outage in her new considerably East Aspect neighborhood,” News 4 journalist Darian Trotter noted. “Experts ended up working on it, but she states they experienced no plan when service in the area would be restored.”
“I was not listening to back, and I saved receiving rescheduled and pushed close to to diverse departments,” Newman stated.
“You never ever came to my house”
Newman was in a position to plan a different set up appointment in May well immediately after the outage was preset, but installers in no way came to her home. “For a few and a 50 percent months, she suggests she made a great number of initiatives to get related, including the a single time she got an appointment and eagerly waited for professionals to arrive,” Information 4 reported.
Newman was at household waiting around for installers to get there when she received a information from AT&T stating, “we skipped you,” she explained to Information 4. “I am like, ‘you by no means arrived to my dwelling. How did you miss me?'” AT&T installers experienced mistakenly absent to a various address in Alamo Heights, the report mentioned.
“Out of desperation, she regarded switching support providers,” but “an on the net search of at least a few corporations uncovered services in her community wasn’t obtainable.” The Television set station’s movie report shows that those 3 suppliers were Constitution Spectrum, Grande Communications, and Google Fiber.
“I place in my handle and it reported, ‘not obtainable,'” Newman reported. Newman was scared of dropping her task simply because of the deficiency of AT&T Web support, but News 4 mentioned that “Newman’s employer was able to make particular lodging to keep her functioning.”
Even while AT&T has dragged its feet for months, its internet site says that support really should be conveniently accessible to Newman. We entered Newman’s address into AT&T’s on the net availability checker, and it studies that fiber-to-the-house services is available where by she lives:
AT&T gets relocating just after listening to from reporter
Right after months of waiting for AT&T to provide a broadband connection, Newman contacted Trotter at Information 4 over two weeks in the past. The station attained out to AT&T, and when the business in the beginning did not reply to the media organization, the prospect of news coverage bought AT&T’s focus.
The information video confirmed an email sent to Newman on July 8 from an staff in an AT&T govt workplace. “The AT&T Workplace of the President (OOP) received a conversation from a area news media reporter,” the electronic mail said. “On the other hand, given that you are our client, I required to access out to you straight.”
The 7 days following that July 8 email, News 4 “been given a assertion from a spokeswoman stating, ‘our team has currently started seeking into this and is in get in touch with with Ms. Newman,'” Trotter said in the information report. Newman was however waiting for service to be installed this week when the News 4 report aired. “I want my World-wide-web to be put in, up and running by this weekend,” she informed the station.
Owing to News 4 prodding AT&T into action, it appears that Newman is ultimately near to finding connected—nearly four months just after AT&T abruptly canceled her to start with installation appointment. “Immediately after we got included, Newman claims techs have just lately put in wiring, and an World wide web box has been set up outside her home,” Trotter mentioned at the stop of his report. “Everything is all set, she just requires to routine the installation.”
We contacted Newman and AT&T right now about no matter whether service has been or will before long be installed and will update this write-up if we get new information.
Update at 3pm ET: AT&T replied to us, declaring, “We have apologized to Ms. Newman and we are likely to make this right. We will install support at her new tackle this weekend.”
Newman’s AT&T nightmare regretably not special
Newman’s ordeal is comparable to a person we wrote about in April. In that case, Comcast had an mistake in its coverage map and falsely informed the prospects that Web assistance would be readily available at their new house. The few, Edward Koll and Jo Narkon, then paid out Comcast $5,000 for a community extension, but the project held finding delayed. Comcast eventually supplied World wide web support just after Koll contacted Ars and we arrived at out to Comcast’s public relations department.
Koll and Narkon finished up waiting 6 months for cable World-wide-web and experienced to use unreliable and details-capped mobile company that entire time. We’ve created other tales around the decades about Comcast falsely telling clients that they could get services. Right after our posting about Koll and Narkon posted a couple of months back, we read from a couple additional folks in Comcast territory who were incorrectly instructed that Net service would be out there at their houses.
We also wrote about a disappointed AT&T-employing household in Mississippi in November 2020. AT&T experienced falsely promised Kathie McNamee and her relatives U-verse Web company of about 5Mbps, which is gradual by present day requirements but however a great deal quicker than what they finished up receiving. Ultimately, AT&T only provided the loved ones speeds of up to 768kbps in excess of its legacy DSL community and has not upgraded its network there or in numerous other places exactly where glacially slow AT&T speeds are the norm.
This form of AT&T household-Online trouble is practically nothing new. Back again in 2015, we wrote about a household in Georgia that couldn’t get AT&T Internet at a dwelling they acquired even even though their neighbors and the home’s previous entrepreneurs experienced company. AT&T reported it did not have more than enough ability to hook up more clients.