02-06-2010 05:45:46 PM
My husband and I switched to AT&T in mid-December to get rid of what we previously had.
The phone connection has a lot of static in it, when calling into the house, but in general it started out just fine. Until the end of January.
Two Sunday evenings ago, my husband received a phone call from a friend, wondering why our house phone wasn't working. It was then that we realized that we hadn't gotten a call in a couple of days. We attempted to contact AT&T via chat, but after about 45 minutes, I figured they were closed (being a Sunday and all), and disconnected myself.
The next morning, my husband got in contact with them and the tech had it 'fixed' in just a few minutes.
Two days later - no phone. We could make outgoing calls just fine, but nothing could come through. Again, we jumped on AT&T chat - waited for another forty five minutes or so, and got hold of another CSR. I explained what was going on and requested that a tech be sent out because #1 - it obviously cannot be fixed remotely, and #2 - we needed it fixed ASAP, as my husband works from home and we were losing money for every hour he was without a land line.
The representative told me that they could send a tech out for $55. I was livid. AT&T was *charging* to fix THEIR problem??? She went on to tell me that we could go through some troubleshooting steps beforehand, and if it didn't work - they would send the tech for free.
Fine, I said. Whatever. We went through the 'troubleshooting' steps - which consisted of plugging the phone into the router. It didn't work.
She then tells me that she needs to access the router remotely and change some things around. I was not a fan of this option - as I had previously spent 2 hours on the phone with AT&T when we first got the service because I couldn't connect my printer to the wireless network. I let her know that I did not want to do this because of the printer issue. She told me that she would not be able to send the tech without taking this next step. She then ASSURED me that the 'adjustment' would not affect my network set up.
I reluctantly agreed, and she did whatever it was she had to do.
Needless to say, it didn't work and the network was screwed. I got back online (via my PC) when the system restored and told her that I would go no further. I now needed TWO techs to come out IMMEDIATELY. One for the phone, and one to fix the computer network that she destroyed.
She scheduled the tech between 8-12 the next day. I was pleased with this, but miffed that she didn't do that in the *first* place, since that was what I had initially requested.
The following day - Only the phone tech came out.
Whatever he did fixed the problem until this past Thursday. Today, I have been in four chat queues, totaling almost FOUR hours. One was cut off before a rep ever got into the chat. Two had a rep enter and *then* got shut down, and the last I am still in. I have been waiting for 40 minutes, since there are always 20+ people ahead of me when I log back in.
I am REALLY frustrated with AT&T. If you don't have your systems in top shape in certain areas - DON'T OFFER U-VERSE!
I am going to wait out this last stupid queue, but if it does what I am pretty sure it's going to do, and time out, I will be visiting the store in which we purchased the service.
Thank you to anyone and everyone who reads this, as I really needed to vent my frustration. I hope that anyone who is out there and thinking about getting the U-Verse package gives it some *serious* thought. I wish we had taken a bit more time to research it.
If any of you have any insight on what's going on here - please let me know. I'm at my wit's end.
02-06-2010 10:23:21 PM
If you haven't done it already, when you call into customer service request to speak with a U-Verse Voice / VoIP representative. I had a similar issue with the line not accepting incoming calls, and they were able to resolve it remotely within a couple minutes.
Good Luck,
Steve
02-07-2010 06:18:03 AM
This is really bad. Here is a link to David. Send him all of your information and he or a member of his staff will get in touch with you. He has helpled lots of people with varying issues. Another thing you can find out if you talk to ts again. Ask if your service has been provisioned. I had a similar issue with my phone service after I had it about a week. The csr provisioned my service and I was able to make and receive phone calls after that was done.
http://utalk.att.com/utalk/board/message?board.id=
02-07-2010 12:37:25 PM
You can also request ATT switch you back to normal POTS service because of all the problems you are having with U-Verse and they will offer you a comparable package in price.
The package is called U-Verse All Distance package and it costs $30 per month includes 12 features plus unlimited long distance and depending on how pushy you are you can get a $5 credit per line to add up voice mail to that package too.
The only thing that package lacks is free canada long distance as that would cost you an extra $5 per month and ATT will only give you a $5 per line credit max per month but with U-Voice price going up to $35 per month it basically works out to a wash anyways.
