A woman sitting at home and talking to a news reporter. On screen, text says,
Enlarge / Lovie Newman tells Information 4 San Antonio about having to attend almost 4 months for AT&T Web service.

AT&T reportedly compelled a San Antonio girl to attend almost 4 months to get Web service at her new house, and she or he did not get near fixing the issue till she requested a neighborhood information station for assist.

“Lovie Newman deliberate for a clean transition into her new house, together with scheduling a switch for her AT&T high-speed Web service upfront,” in line with a report Tuesday by Information 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 referred to as “an entire 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 referred to as to say, “we have to reschedule,” she advised the information station. Initially, Newman “was advised there was a service outage in her new far East Facet neighborhood,” Information 4 journalist Darian Trotter reported. “Technicians had been engaged on it, however she says that they had no thought when service within the space can be restored.”

“I wasn’t listening to again, and I saved getting rescheduled and pushed round to completely different departments,” Newman stated.

“You by no means got here to my home”

Newman was capable of schedule one other set up appointment in Might 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 acquired an appointment and eagerly waited for technicians to reach,” Information 4 stated.

Newman was at house ready for installers to reach when she acquired a message from AT&T saying, “we missed you,” she advised 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 distinct handle in Alamo Heights, the report stated.

“Out of desperation, she thought-about switching service suppliers,” however “an internet search of a minimum of three firms revealed service in her neighborhood wasn’t accessible.” The TV station’s video report reveals that these three suppliers had been Constitution Spectrum, Grande Communications, and Google Fiber.

“I put in my handle and it stated, ‘not accessible,'” Newman stated. Newman was afraid of dropping her job due to the shortage of AT&T Web service, however Information 4 stated that “Newman’s employer was capable of make particular lodging to maintain her working.”

Although AT&T has dragged its toes for months, its web site says that service ought to be available to Newman. We entered Newman’s handle into AT&T’s on-line availability checker, and it studies that fiber-to-the-home service is on the market the place she lives:

AT&T will get shifting after listening to from reporter

After months of ready for AT&T to supply 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 acquired AT&T’s consideration.

The information video confirmed an e-mail despatched to Newman on July 8 from an worker in an AT&T government workplace. “The AT&T Workplace of the President (OOP) acquired a communication from a neighborhood information media reporter,” the e-mail stated. “Nevertheless, since you’re our buyer, I needed to succeed in out to you straight.”

The week after that July 8 e-mail, Information 4 “acquired a press release from a spokeswoman saying, ‘our workforce has already begun wanting into this and is involved with Ms. Newman,'” Trotter stated 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 operating by this weekend,” she advised the station.

Because of Information 4 prodding AT&T into motion, it appears that evidently Newman is lastly near getting related—almost 4 months after AT&T abruptly canceled her first set up appointment. “After we acquired concerned, Newman says techs have lately put in wiring, and an Web field has been arrange exterior her house,” Trotter stated on the finish of his report. “The whole lot is prepared, she simply must schedule the set up.”

We contacted Newman and AT&T as we speak about whether or not service has been or will quickly be put in and can replace this text if we get new data.

Replace at 3pm ET: AT&T replied to us, saying, “Now we have apologized to Ms. Newman and we’re going to make this proper. We’ll set up service at her new handle this weekend.”

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 advised the shoppers that Web service can be accessible at their new house. The couple, Edward Koll and Jo Narkon, then paid Comcast $5,000 for a community extension, however the undertaking saved 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 complete time. We have written different tales through the years about Comcast falsely telling prospects that they might get service. After our article about Koll and Narkon printed a number of months in the past, we heard from a number of extra individuals in Comcast territory who had been incorrectly advised that Web service can be accessible at their properties.

We additionally wrote a couple of pissed off AT&T-using household 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 as we speak’s requirements however nonetheless a lot quicker than what they ended up getting. In the end, 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 lots of different areas the place glacially sluggish AT&T speeds are the norm.

This sort of AT&T home-Web downside is nothing new. Again in 2015, we wrote a couple of household in Georgia that could not get AT&T Web at a house they purchased though their neighbors and the house’s earlier homeowners had service. AT&T stated it did not have sufficient capability to hook up further prospects.



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