If you've ever battled your cable or internet provider, you're in good company. The frustration is almost a rite of passage for modern consumers. But in this case, the experience wasn't just annoying, it was dangerous, costly, and deeply unjust.

 

What should’ve been a routine internet installation for one Atlanta woman turned into a full-blown crisis. One that left her home without power, forced her to pay thousands in cash to an unlicensed electrician, and exposed serious flaws in customer service accountability.

A Simple Installation Gone Wrong

Alejandra, a hearing-impaired single mother of two, needed high-speed fiber internet installed in her home. A service that is offered by AT&T, with promoted promises of ease and reliability. But during the installation process, the technician accidentally drilled through the wall and into her electrical panel, cutting power to her entire house.

 

It was an accident. Mistakes happen. But what happened next made the situation far worse.

 

Rather than dispatching an emergency team or ensuring Alejandra had power restored quickly and safely, the technician hurriedly apologized and handed her two things: a claim number for AT&T, and a phone number. Then he walked away, leaving Alejandra and her children with no power, no heat, and no plan.

An Unauthorized Referral, A Dangerous Fix

The phone number Alejandra was given turned out to be a contractor that the technician knew; one that could “help her out”. Desperate to get her family warm and safe again, she called. 

 

The contractor showed up and, claiming to be an electrician, demanded $2,200 in cash only. No written estime or contract. No proof of an electrician’s license or a business license. Nothing… except a demand for payment and a handshake deal. But you see, this wasn't just some job that any Joe Schmo could learn from an internet video. This was rewiring a power box that had been damaged by a fiber install. It should have been handled by a licensed professional, not someone with questionable credentials.

 

Turns out, the “electrician” wasn’t licensed at all. That not only delayed restoring safe power to Alejandra’s home but added unnecessary risk. A fix like this, done incorrectly, could have led to fire, injury, or worse.

A System Built to Evade Accountability

This story isn’t just about a botched install, it’s about how large companies like AT&T insulate themselves from responsibility. From the moment the technician left, Alejandra was passed from one phone number to another, without resolution.

 

No emergency response team. No licensed contractor was sent to resolve the issue. Not even an offer to cover the $2,200 expense she was forced to pay out-of-pocket.

 

Alejandra’s experience underscores a pattern: when customers are at their most vulnerable, some telecom giants hide behind layers of red tape instead of doing what’s right.

What Consumers Can Learn—and Do

This situation may seem extreme, but it’s not isolated. Incidents like this highlight the importance of knowing your rights and protecting yourself:

  • Never hire a contractor who isn’t licensed and insured. Even if they come recommended by a technician or representative.
  • Document everything. Take photos, write down names, and keep all receipts and messages.
  • File formal complaints. Contact the Georgia Public Service Commission and the Better Business Bureau if a utility provider causes damage or refuses to make things right.
  • Know that help is out there. Consumer advocacy groups and investigative resources like TrustDALE are there to hold companies accountable when they fail to take responsibility.

No one should have to choose between having heat in their home and risking an unsafe, unlicensed repair. Alejandra’s story is a powerful reminder that even in an age of fiber optics and smart technology, basic customer service and accountability should never be optional.

 

If you're facing a similar situation, don’t face it alone. Make sure you’re working with licensed, vetted professionals.  If you're unsure where to turn, visit TrustDALE.com to find experts who stand behind their work.