Am I the only one that receives bad customer service for internet [ Edited ]

[hermaford1210max]

Wow!!! I was literally transferred 9 times today trying to receive information on a internet account I had with ATT.  I recently switched over to Uverse to get the digital TV and internet service.  My old internet service was also with ATT so I had to cancel it.  Even when I had the ATT internet service alone calling with a question led to several transfers.  Today just took the cake,  I phoned to inquire about the final bill for the internet service and was transferred 9 times.  Finally, I was transferred to a pleasant lady in accounts receivable that answered my questions and took my final bill payment for the internet service.  I am wondering now if it was a good idea to get Uverse with ATT because I hate to think what I am going to have to go through to get any type of customer service help.  This has taken 40 minutes out of my day for asking the simple question "Why am I receiving this bill if I have automatic payments"? If someone ever asks me what I think about the customer service I would have to rate it very poor except for the one lady that could anwer my question.  She seems to be the best thing you got going.

Herman

Little Rock, AR

[edited for privacy – please do not post personal information]

[BeeBeeSA ACE - Wizard]

You can always get the CSR's that are not the best.  Happens with every company.  Sometimes hanging up and calling back to get a new CSR is easier.  Every person has a learning threshold and some are higher than others. 

[tmoney95]

Believe me it's not just internet customer service, their customer service for all their products is terrible. I went through the exact experience you went through trying to cancel my internet when I transferred to Uverse. I was also transferred to about at least 6 to 7 reps before my issue was resolved. However everytime I call Uverse none of the rep seem to know what they are doing. I've had to request a supervisor everytime I call.

[BeeBeeSA ACE - Wizard]

I must be lucky!! 

[gmsuv]

There is one person in the Columbus Call Center "NORA the type of customer service employee that we all hope to have to help fix issues.  I had a problem with paying my bill but not being posted to the right acct.  I called, she did her job, and everything turned out all right.  One call, one half hour,  that's all it took.

[TRosales]

[edited for privacy – please do not post personal information]

[Please keep it courteous]Bad customers service isnt the reps fault it is his fault for running his company so badly. 

[RCSMG ACE - Master]

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hermaford1210max wrote:

Wow!!! I was literally transferred 9 times today trying to receive information on a internet account I had with ATT.  I recently switched over to Uverse to get the digital TV and internet service.  My old internet service was also with ATT so I had to cancel it.  Even when I had the ATT internet service alone calling with a question led to several transfers.  Today just took the cake,  I phoned to inquire about the final bill for the internet service and was transferred 9 times.  Finally, I was transferred to a pleasant lady in accounts receivable that answered my questions and took my final bill payment for the internet service.  I am wondering now if it was a good idea to get Uverse with ATT because I hate to think what I am going to have to go through to get any type of customer service help.  This has taken 40 minutes out of my day for asking the simple question "Why am I receiving this bill if I have automatic payments"? If someone ever asks me what I think about the customer service I would have to rate it very poor except for the one lady that could anwer my question.  She seems to be the best thing you got going.

Herman

Little Rock, AR

[edited for privacy – please do not post personal information]

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If you ever have a problem come here and post in the forum.  There are many people who are ready, willing, and able to offfer you help in the form of information, and assistance.  We can even offer you resources in AT&T to get your issues resolved without you getting transferred.

[jwallace737]

I, myself, transferred on November 16 of this year....so far, again, nothing but problems!!! I was transferred 6 times today for a total of 2.13 hours of my time!!! ON A SATURDAY!! REALLY! Then I still didn't get anything accomplished. I have had to call twice every month since November to deal with the bill. One hand doesn't know what the other is doing! I really do not like the billing, customr service, nor the actual service. It took 4 days (weekend install is horrible) to even get the service to work. The worst part is that I originally went with AT&T back in August of 2011. I had all of the same issues....service bad for almost a month, billing wrong (every single month and their own cs reps don't understand the bill), and customer service not being competent! All and all, took them until January of the 2012 to resolve the issue. By that time, I had been through this site and upgraded to dealing with the corporate personal... I will have to start all over again with my Uverse now! Good luck with yours...

[RCSMG ACE - Master]

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jwallace737 wrote:

I, myself, transferred on November 16 of this year....so far, again, nothing but problems!!! I was transferred 6 times today for a total of 2.13 hours of my time!!! ON A SATURDAY!! REALLY! Then I still didn't get anything accomplished. I have had to call twice every month since November to deal with the bill. One hand doesn't know what the other is doing! I really do not like the billing, customr service, nor the actual service. It took 4 days (weekend install is horrible) to even get the service to work. The worst part is that I originally went with AT&T back in August of 2011. I had all of the same issues....service bad for almost a month, billing wrong (every single month and their own cs reps don't understand the bill), and customer service not being competent! All and all, took them until January of the 2012 to resolve the issue. By that time, I had been through this site and upgraded to dealing with the corporate personal... I will have to start all over again with my Uverse now! Good luck with yours...

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Send a personal message to AT&T Customer Care they are an escalation team not Customer Service.  They can get you the help you need.  Watch for the blinking blue envelope next to the Sign Out button on the forum page for message notification.  They will reply to you via PM also.