I am writing this on behalf of my 80 year old mother who is recovering from a stroke. My mother depends on having a working phone for emergency reasons. She pays her bills regularly and should not have problems with inconvenience.
On Tuesday, July 27, I got no response from calling her. When I arrived and checked the phone, I discovered no dial tone. I had my cell phone and called AT&T and a recording stated that the phone would not be working until July 30. Furthermore, the call indicated that there was a problem with the outside line. I continued calling until I was able to reach an agent who told me that she would have to wait until Friday. This infuriated me because of the extreme temperatures and a fear that she would get ill and there was no way to get help. I continued trying to contact a "body" at AT&T and I was unable to reach someone until Thursday, July 29. The customer service agent was sympathetic and she sent a technician, John Valdes, who came and rectify the problem. The problem that occurred was an inside and outside problem. I credit this technician because he took the time to find the source of the problem instead of doing a quick fix like some of the other technicians and the problem remained. My reason for contacting you is that she had no phone service for a week last year and I am concerned that she could have a medical crisis with no means of getting help. Is there a way to insure that telephone companies insure that phone service is not out for a long period of time? My next door neighbor is having the same problem and she is a senior citizen.
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