U-Verse Billing

[#1]

Well, well, well,,,,,isn't this a warm cozy little community??? That is until one tries to call a published 800.288.2020 customer service number only to be told that one wasted 30 minutes on hold and needs to call a different toll free number if it has anything to do with U-VERSE because the number used in the U-VERSE bill is dated....and by the way a supervisor is not available for 48 hours and might call back. Remind me again why U-VERSE rates are going up 5%.  Worse service, system outages, rude customer service, unavailable managers?

ATT has my 4mobile phones, my home and office phones, my internet, and my Cable TV. They can turn it all off with a flick of a switch...but just try to get support on any of it......sorely disappointed and ready to unbundle it all.......

[Subject Edited as new thread was created] - pamelaz

[#2]

What does you being on hold have to do with anything this topic is about? just sayin... mr is right, stop hijacking the thread and plz stay on topic... you can create your own thread if you would like a response...

[#3]

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TheCreek wrote:

Well, well, well,,,,,isn't this a warm cozy little community??? That is until one tries to call a published 800.288.2020 customer service number only to be told that one wasted 30 minutes on hold and needs to call a different toll free number if it has anything to do with U-VERSE because the number used in the U-VERSE bill is dated....and by the way a supervisor is not available for 48 hours and might call back. Remind me again why U-VERSE rates are going up 5%.  Worse service, system outages, rude customer service, unavailable managers?

ATT has my 4mobile phones, my home and office phones, my internet, and my Cable TV. They can turn it all off with a flick of a switch...but just try to get support on any of it......sorely disappointed and ready to unbundle it all.......

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what does Uverse have to do with anything in this discussion?

If you are unhappy, you can vote with your wallet, pay the etf's and go find another service. I am sure there is a cable company, dish network or directv that would be overjoyed to have your service.

Wait time for a customer service rep is a fact of life, deal with it, have not had any problems getting support for att cellular, I don;t deal with Uverse becasue their technology model does not fit my needs - have more HD tv's then they can supply streams to at my house.

 Any company can "turn it all off with a flick of a switch" so you would have to deal with that also, as far as rude customer service reps - funny have not expierenced that unless I got upset at them first, other then that they where polite and attempted to resolve the issue. Mouth off to them first, and you get what you deserve.

[#4]

Hello everyone.  Remember to stay on topic and keep it courteous. Thanks!

[#5]

I agree, "TheCreek" can get their own topic instead of borrowing mine.

Again kudos to all reps that reply on here, I'm going in and adding the additional kudos's. I want it to be known how I feel about these reps - especially the ones that help out on the forum!

[#6]

You can use the second number in my sig and you will not be taken to the voice recognition system.

[#7]

If thecreek is message 1 of 6 isn't his message the first?  How is he hijacking anything? 

[#8]

This was moved from a post that was originally on Wireless.   It's in the right place now, so just ignore that hijacking post.

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shasco01 wrote:

If thecreek is message 1 of 6 isn't his message the first?  How is he hijacking anything? 

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[#9]

Misunderstanding?

[#10]

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spd2demun wrote:

This was moved from a post that was originally on Wireless.   It's in the right place now, so just ignore that hijacking post.

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shasco01 wrote:

If thecreek is message 1 of 6 isn't his message the first?  How is he hijacking anything? 

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spd2demun, 

Thank you for clearing this up for everyone.  Now, please can we get back on topic.

Thanks everyone,

[#11]

Automated phone systems are used by all major companies.  It does not matter who you call.  Many things are outsourced nowadays to save companies money and from stopping them from upping their rates/prices. Most of these companies use an automated phone system to make sure you get connected to the right place because technical support is not billing support.  The reason why it takes some time is because these people are helping other callers in the mean time and need to make sure they can address the topic on hand with greater quality and not to have to worry about the next call.  One top reason why it is so hard to get through is because people keep trying to swear, press all sorts of numbers, or keep pressing 0, thinking they will get connected faster, hang up, and then start all over.  Just listen, be clear minded, and remember, these people are here to help you and you need to make sure you let them help you, it's supposed to be their job. And the "supervisor" card? Why would you want that card to be played?  The supervisor can't do much more than you would expect.  Why? Because their are standard principles and guidelines that are followed and each case is taken into consideration on a case by case situation and sometimes it takes time to research, review, and then expound upon the problem at hand.  A supervisor can't just give in to all demands because there are those who have ruined it for everyone else.  Dis-honest people have tried to "beat the system" and in doing so, have ruined it for other honest people, who do need the help.  Besides, there aren't hundreds of thousands of "supervisors" that are on stand by waiting to give you what you want, and even if there were, that could easily add up to billions and trillions of dollars lost.  These people you initially call are doing their best to ensure they understand what is going on, and then try to resolve it for you, so be sure to let them help you before you try to help yourself to some freebies.  Remember, credit is given to where credit is due.  If you ran a business, would you just hand out freebies to EVERY customer without trying to resolve and ensure that it doesn't happen again and again?

[#12]

YRMV.

[#13]

I have to say on the many attempts to contact Uverse, I can never get to the right area on the first try.  I speak clearly and dial the number provided and I always get transferred, and usually to the wrong person because as soon as I say U-verse, the Wireless people transfer me to someone in Uverse that must transfer me to someone else in Uverse.  And when I am on the Uverse website trying to pay my bill I get this message:

UL022: We apologize for the inconvenience but we are experiencing a temporary system error that prevents us from retrieving your account information. Please call Customer Service at 1-800-288-2020 for further assistance.

This happens A LOT, usually when I try to pay my bill in the evenings.

Then you call the number they provide and it says, we're sorry, this office is closed, please call M-F...blah-blah, blah.  Why can't they have an "All Inclusive" website.  I go to http://uverseonline.att.net/uv/uverse and when I log in, there is NO WHERE to "pay your bill."

And when I am on the U-verse page, and I select "Contact Us" and EVERYTHING is about AT&T Wireless.  Why can't a U-verse website be ONLY about U-Verse...I just want to pay my bill...you put me on paperless billing, let me pay.  Give me a credit everyday I cannot access your site.  C'mon...CUSTOMER SERVICE should mean something!!!

[#14]

Now when I tried AGAIN to pay my bill I get this:

myAT&T Is Temporarily Unavailable. We are upgrading our online account management system right now. Please come back after 5 p.m. Central Time to access your account. For immediate assistance, contact Customer Service: For your wireless account, call 1-800-331-0500 or 611 from your wireless phone. For your U-Verse, Internet, or home phone account, call 1-800-288-2020. To view more contact numbers, visit http://www.att.com/econtactus/callUs.jsp?serviceGroup=wireless#wireless. (MP-001)

. 

I was logging into U-Verse "Pay My Bill" and they give me wireless message and again say to call 800-288-2020 of which when I say "Pay my bill" they are closed!!  So it is after 11PM Central time, and they are going to be upgrading for over 18 hours?!?!  And this is not the first time. And if I was allowed to have satellite, I would switch (and COX and Time Warner are just as bad in so many more levels).

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AT&T U-Verse could be the front runner of TV, INET, Phone providers if they get their act together, it is not that hard!!

[#15]

Have you tried going into Support > Billing & Account > Payment Options (Begin) > U-verse > Pay Online > One-time Payment > Log into your online U-verse account?

You can go into "Support" at the top of this U-verse forum page.

[#16]

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Uniblurb3 wrote:

Have you tried going into Support > Billing & Account > Payment Options (Begin) > U-verse > Pay Online > One-time Payment > Log into your online U-verse account?

You can go into "Support" at the top of this U-verse forum page.

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Not sure users want to follow this above route I suggested unless they want to sign up for paperless billing.

http://forums.att.com/t5/Billing/Paper-Paperless-Billing-Mix-up/m-p/2685789#M7805

[#17]

Thank you for the information, I always "eventually" find what I am looking for, it would just be nice for AT&T U-verse to have 1 page devoted for U-verse customers where they can access everything.  As if it was an independant company and not a branch of service.  When clicking on a link on the U-verse page, I should not see anything that has to do with Wireless service (of which I will not get into their spotty wireless coverage).  They can put a link for "Wireless" on the U-verse page, but don't try to integrate the two!!

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Actualy received another error message when trying to reply to this page:

An Unexpected Error has occurred.

• Sorry, your request failed. A notification has been sent to the development team for investigation.

  Exception ID: 7B8A7DBA