Ready to get rid of at&t uverse

[augustashley]

So I just spent almost 2 hours online trying to fix my service that was out.  Finally had it resolved but now all of my recordings are gone.  I've had to work 60 hour weeks and now all the tv I wanted to catch up on is gone...

This isn't the first time I had this issue and the first time they told me I would get a credit if I called billing so I called and the lady acted kind of annoyed that I wanted the credit and kept telling me "It's only $5"...(oh and side note my service just went out again in the middle of me typing this)

Anyways, I checked my bill and there is no credit to be found.  I was also offered the movie package for 6 months back in november which I thought was great.  And all was well untill I had the problem with my service the first time in January and they offered me free hbo for a month for my trouble.  I called back after a month since I didn't really want the  hbo to have it canceled and she told me that she had to cancel my movie package too.  I would've never accepted the free hbo for a month if it took away my free movie package for 6 months...ugh...Just very frusturated. I have very limited free time and I don 't like having to spend it all on hold with at&t....I know nobody from at&t probably reads this but if you do please help...

[spd2demun ACE - Expert]

At this point you might want to contact David and provide the info requested:
http://forums.att.com/t5/The-U-verse-Lounge/my-contact-thread/m-p/2381355#M9041

Your recordings should not be disappearing unless the DVR is failing (possibility) or a Disaster Recovery was performed.

[RCSMG ACE - Expert]

Also, if/when you call cs let them know about your issue with the free movie package for 6 months.  There is a good chance you will get it reinstated.  Unfortunately it is possible to get a csr who is having a bad day or something.  I do recommend calling to see iif you can get it reinstated.

[jsgalaviz]

I don't understand why I cannot contact a manager or supervisor for billing issues.  Have been a customer for almost a year & was on the phone for almost an hour today trying to resolve an issue concerning my bill.  Was transferred from department to department, then a rep. By the name of George offered a credit of $84.00 & a promo for the next six months, but never confirmed that credit is going to be issued and was transferred to another department.  And yet no supervisor!!!!!!!!!!!!!!!  Called back and there is no supervisor available. 

Upset Customer,  wanting to leave!!!!!

[dhascall ACE - Master]

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jsgalaviz wrote:

I don't understand why I cannot contact a manager or supervisor for billing issues.  Have been a customer for almost a year & was on the phone for almost an hour today trying to resolve an issue concerning my bill.  Was transferred from department to department, then a rep. By the name of George offered a credit of $84.00 & a promo for the next six months, but never confirmed that credit is going to be issued and was transferred to another department.  And yet no supervisor!!!!!!!!!!!!!!!  Called back and there is no supervisor available. 

Upset Customer,  wanting to leave!!!!!

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Since most customers are not on a contract, you can leave if you want.  However, there are ways of getting someone to talk with you.

1) You can contact David through this thread:

http://forums.att.com/t5/The-U-verse-Lounge/my-contact-thread/td-p/2381353

2) You can call the toll free "2020" number and when the automation ask what's up, you say quite firmly "I need to talk with someone now."  And then demand your case to be escalated.

3) Look up the AT&T CEO's Contact info at Consumerist.org. Use his email address.  Someone from his "front office" will get back with you.

or 4) Post on AT&T's Facebook page.  I did likewise with Virgin Mobile and got an answer in a few hours.

Threatening to leave  U-Verse on a peer-to-peer forum is about the same as telling a co-workewr that you want to leave the company that you work for.  he may empathize your situation but is powerless to help you.