Phone line cut; repair takes several days

Phone line cut; repair delayed - As crews worked on a big, city drainage project in an east Tulsa neighborhood, the AT&T phone line to an elderly lady's house was cut.

The house belongs to Beth's 82-year old mom.

Beth's 82-year old mom lives here.

Beth remembers trying to call her mom after the outage and the phone just kept ringing, while Beth's mind kept racing.

She says she thought, "Mom's on the floor, can't get to the phone, she has hurt herself some how."

Beth says She made the 45 minute drive to make sure her mom was ok.

As for her phone service, while crews working on the drainage project cut the line, it was up to AT&T to repair it.

And Beth says they contacted AT&T several times.

"We gave them a few days to work on it."

But a week and a half later, for one reason or another, the line was never reconnected.

And for Beth, it was totally unacceptable not to be able to talk to her mom on the phone.

"I promised dad I would take care of mom, before he died, and I feel it's my responsibility to do that."

So Beth called the 2News Problem Solvers, and we got in touch with AT&T.

A rep did a little research, found out what was going on, and within a few hours, that phone line was reconnected.

"I just thought, thank God," Beth says.

And while her mom has never wanted a cell phone, Beth says she bought one for her in case of an emergency.
 
When dealing with any kind customer service issue, it's important to keep detailed notes of the people you talk to, including names and ID numbers.

If possible, get any service promises in writing, via email.