Very frustrated with At&t service all around

abourbeau · ‎01-14-2013

I had currently signed up for u-verse internet. I wanted to sign up for DSL since we had just moved and had DSL At our previous place. I was told it wasn't possible for us to continue with DSL even though we already had the equipment. I was told not to worry however because u-verse internet was the same price per month yet it was faster! Wrong. It is just as slow as DSL, and on top of it we had to pay for new equipment. I was not happy about that. I just let it go and figured I needed to pick my battles. But then I had waited for quite sometime for my bill to come in and it never did. I got a call instead saying how I had a past due balance that I needed to pay. When I informed them that I never received a bill they assured me that they had fixed the problem and my next months bill I should receive in the mail. According to person on the other end of the phone my bill was sent through an email address At&t had sent up for me. I was not aware of this email address and had no idea how to access it. Well two more months went by while I waited for my next bill. I never got it. At&t called asking that I pay my overdue balance,I did and again requested that my bill be sent through the mail. I have since figured out how to check the email they set up for me and wouldn't you know, there were no bills sent to that email address. If this keeps up I have no problem ditching At&t u-verse even If I have to pay more somewhere else.

dhascall · ‎04-21-2008

I would recommend that you send a private message to the escalation team at AT&T Customer Care, and someone will get in touch with you.

Welcome! Don't be a stranger on the forums.

RCSMG · ‎12-10-2007

Customer Care is an escalation team different from Customer Service. Watch for the blinking blue envelope next to the Sign Out button on the Uverse page for messsage notification. They will reply to you via PM also.

Shunta22 · ‎01-18-2013

Hello forum,

I just experiences the same problems and issues with At and t. I was promised so many things and then when trying to resole the issues I found out their offices all close between 5 or 7p. The phone sticks you in a loop until it hangs up on u. If u have a bill past due the automated Ivr and the automated "reps" all want money first. So what do u do if the bill is wrong? On the phone 2hours got me the credits, I was told it would be turned on in 2-5 minutes. That was at 8:58p. They closed. I go online to chat with the automated reps and they can't help. So they didn't turn it on and now there is a issue with the line. Which I called about before. Customer care or customer support. Who cares just fix my stuff. All I know is that I was transferred a bunch of times to people who couldn't do anything. They don't even know the number to customer care/support. Or corporates number. I was told it is on the website but they didn't know where.

Ufix? Really? Then why have any tech support that can't do anything? I don't want to have to fix anything. I just want it to work. At and t charges a ridiculous amount of money for the lowest quality service. I'm pretty sure that they understand we are not only paying for internet, cable and voip. We also pay for the service you are supposed to provide to your customers. Now whoever responds to this don't delete because of the forum rules. Upon reading these forums I came to realize that this is just how they do business. So they see nothing wrong. They know exactly what they are doing. It's called a business model.

P.S. Don't apologize to me 19 times and you know you can't solve my issue.

RCSMG · ‎12-10-2007

Shunta, what you should do is send a Personal Message to Uverse Customer Care by clicking the link below. They are an escalation team as I stated above. They can get you the help you want and need,

http://forums.att.com/t5/user/v1/viewprofilepage/user-id/192773

lost in transla… · ‎01-19-2013

The same exact experience I am going through right now and for the last 3 months, not only they try to rip you off by selling you service that does not exist, but the apologize over and over, promise you with credit , adjustment while correcting the problem... but then they neither fix it nor credit you but will insist you pay before even talking to you... I am sick and tired of being robbed and lied to... I am dumping them as soon as I get my money back,.... and I will.....oh yeah i will

oufanindallas · ‎02-08-2010

lost in translation wrote:

The same exact experience I am going through right now and for the last 3 months, not only they try to rip you off by selling you service that does not exist, but the apologize over and over, promise you with credit , adjustment while correcting the problem... but then they neither fix it nor credit you but will insist you pay before even talking to you... I am sick and tired of being robbed and lied to... I am dumping them as soon as I get my money back,.... and I will.....oh yeah i will

I'm curious what service were you sold that supposedly "does not exist?"

If you truly have an issue that you should take the advice that is given quite often on this forum and send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Their normal business hours are from 7am to 10pm Central Time. Please take into account weekends when contacting them.

Customer care is not the same as customer service. They are a dedicated escalation team that gets issues resolved when other means have failed.

To check for their reply, click the little blue envelope.