Had 100mbps Fiber installed on Saturday. Install took about 3 hours, and at the end, the guy insisted I call him directly with any issues. I ended up having issues that night, but called the AT&T 800 number. They sent a different installation guy the next morning, who did fix the problem. As he was leaving, he also insisted that I call him directly with issues. He even just followed up today to check that everything was still working (which was nice) and left me a VM saying that I should call him directly should any issues arise.
I'd prefer to call the AT&T 800 number for any issues so that A. there is proper record of solutions being made, and B. so that I'm not just inviting a stranger into my house.
What incentive is there to these guys to have me, the customer, call them directly vs going through the AT&T customer service route?
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