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AT&T Broadband - Installation Issues

Nova of Jacksonville FL (8/16/01):
In February of 2001 I originally ordered service for my previous residence. It took 3 weeks to get an appointment for television and internet service. It took TWO months to get my phone hooked up. I had many issues with my cable service, from spending literally hours on the phone waiting for customer service due to not being able to rent movies to finding out I was charged for 4 months for digital service when my digital boxes were never on my account which was the reason I was never able to order Pay Per View.

I moved two weeks ago and my appointment to transfer my service was on 8/15/01 between 5 and 8. Reggie (a video man) showed up around 6:10 to hookup my service. I confirmed the appointment for video and HSDS connection on the 14th. Reggie told me that he was not here to hook up my HSDS, due to the fact he was a video man. I have a meeting today with my corporate division and 4 of my managers. I have reports to show them that needed to be looked at one more time and without internet service I can’t access my data bases from my office. I got on the phone to call AT&T Broadband and get someone to my home. I told the man on the phone what was going on around 7:30 (note my hold time) the man on the phone said that the appointments were supposed to be scheduled separately and had me call a different number.

Another gentleman got on the phone and said that there was no reason why someone didn’t get out to my home to hookup my HSDS service. I explained to him my situation and he offered to put my order on rush and someone would contact me within 24 hours to schedule. I told him that wasn’t acceptable. He then turned me over to yet another department. I explained the situation to this man and by now it was 5 till 8. I explained to him my appointment was from 5-8 and they needed to get someone out immediately and pay them overtime or whatever to get my service hooked up.

Once I explained about my meeting situation he got on the other line with a woman who contacted Jacksonville dispatch. After several questions and being on and off hold until 8:40 the man came back and said he could have someone out on Saturday. I basically went off. I told him NO, I have to have my work done by the morning of the 16th and they would have to do something else. All he could say is I am sorry for the inconvenience. Sorry doesn’t explain to my corporate division that I couldn’t access the internet to obtain the information they were requesting for our meeting. Sorry does not replace the money that I have lost in waiting for internet service for two weeks.

I will also mention that in trying to get my phone service hooked up I was expected to wait over a week. I ended up canceling that due to the inconvenience. I am now back with BellSouth for phone service. I have already called and ordered the DSL equipment to use BellSouth Internet services AND I am calling this morning about getting Satellite and even getting rid of the video service through AT&T Broadband. The service is completely unacceptable and I feel this company should not be in our town providing "service".

Consequences to my situation include a large loss of income. I make $16.50 an hour to work from my home in the evenings, without my services I loose about 4.5 hours per day. Not to mention the pure embarrassment of not having the proper information put together for my meeting that was completely delayed in waiting for data to be processed.

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