Lowell homeowner struggles to get service request fulfilled

LOWELL, Mich. — Pamela Jordan said she has a simple request for AT&T: bury an internet line on her property. It's something she's been asking for since May. The line currently runs across her driveway.

"Am I the only that's dealing with this problem? And if I am, then I shouldn't be a problem," she said.

She said the company's cancelled numerous scheduled work dates which has delayed her ability to make other fixes.

Jordan explained, "This summer, we were wanting to get work done on our driveway. There's a couple areas where it's deteriorating. Asphalt is breaking up."

Wednesday, the Lowell homeowner recalled 4 1/2 months of phone calls, false hope and dead ends.

She's kept detailed notes of every call since May and explains she was transferred to several departments at different times with no success getting anyone out to her home to bury the line.

"So you're always directed, and they keep putting you off week after week after week. Well, now we're in October. I can't get the chip sealing done now," she said.

So Jordan reached out to the FOX 17 Problem Solvers for help.

"I'm just at my wit's end. I don't know who to turn to," she said.

"I just want the work done. I want good customer service," Jordan added.

FOX 17 emailed AT&T corporate. We're told the situations will be escalated for review. We'll let you know how this turns out.

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6 comments

  • Iamct01

    Call your homeowners insurance and tell them about the liability caused by att. Last thing you want is deliver person falling on line and making your insurance go up after claim. Make sure att knows you called your homeowners insurance company about the “liability”.

  • Chyrel

    I have been waiting since March 1st. Laying across the yard. We have to move it every time we mow. I called at&t and sat on the phone for 2 hours. I carried the phone around while I did dishes, laundry, made bed, and was told someone would contact me in 48 hours that was 2 weeks ago and no call.

  • Andrew and Natasha

    You aren’t not only one. We dealt with this same issue. We called several months ago. To bury the wire before landscape come. They gave us too many cancellations and run around. Until the landscape came and caused damage. We have no internet or cable for a week. We were promised to credit to our account. Of course, they lied. They came finally, but since then the connection been very poor. Never again ATT. They sucks!!!! Excuses after excuses.

  • brboltoph

    Escalated for review by AT&T means they just threw it in the trash. I have been fighting with AT&T for MONTHS over basic customer service stuff. If they weren’t my only option for high speed internet, I would have kicked them to the curb months ago. They are rude, incompetent, and basically worthless.

  • Matt

    At&t internet is horrible anyways. Sh!t costumer service to top it off. Id cut the wire and tell them to come pic up their junk. Charter is the best out there. Remember you get what you pay for.

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