AT&T is just about the most incompetent company I have dealt with

[ksaner92]

AT&T U-verse TV & Internet is the worst service I have had. After two and a half months, I learned today that I am unable to use my own modem. On three separate occasions AT&T customer service representatives told me that there was absolutely no reason that I couldn't use my own equipment. So I am now facing paying a termination fee because AT&T could not be honest upfront and tell me that I could not use my own equipment. Thank you, AT&T for lying to me on three separate occasions. Not only did you neglect to tell me I could not use my own equipment, but you actually told me the complete and absolute opposite of that. My experience has deterred me from ever being an AT&T customer again for the sole reason that I cannot fathom having to deal with them ever again; I absolutely hate AT&T.

So great job AT&T, you have just lost one of your customers for good.

[JefferMC ACE - Wizard]

I would suggest you take this issue up with the escalation team.  Please click this Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site) in a business day or three.

They probably can get this resolved to your satisfaction.

To be fair, subscribers moving between two locations having the same type of U-verse can infact take their equipment with them.  However, it has to be equipment compatible to the new location, and have the AT&T firmware.  I'm sure yours didn't meet that requirement, and the people you spoke to should have advised you that their were limitations.

[oufanindallas]

You need to use AT&T's equipment to get the internet into you home, you can however put a 2nd router behind the RG. 

[CaroleSS]

ATT doesn't care about you. They care about getting your money.  Service, phaw....you don't need no stinking servcie!

[E.Patrick]

Not to slam the company or poster, but....

Large corporations like AT&T are prone to certain failings.   One is sluggish response to correct internal issues, or even external changes.   Smaller companies can adjust much more quickly, thus generally have much better customer support.

Also, being so large, it's hard to have consistency across the board - so technicians, customer care, etc., will always have confilcts.

Maybe whoever gave the answer was having a bad day, or over-booked with expectations, or any number of "oops..."

Or, more likely, the technician hasn't been trained well enough, or supervised well enough to keep abreast of correct proceedures.   Could be laziness on the individuals part that they didn't pursue the question and make SURE that the equipment would be compatible in both locations.    But, that is something they should have done.

Frustration with these issues is understandable, and I certainly have my share of them as well - and then I attempt to put myself in their shoes, and see THEIR frustrations.    

I'd certainly pursue this issue, take it higher up through the service chain, and see if there is any resolution that you can live with.    I'd hope they'd offer the correct equipment free of charge to make up for lost service - but this is all just my opinion.

Good luck!

[CaroleSS]

I would agree with you except for the fact that it's been 10 months and > 100 phone calls.  If someone was just having a bad day, it wouldn't still be going on!  As long as we continue to pay for shoddy servcie ATT has no vestied interest in fixing a problem!!

[E.Patrick]

Hopefully you'll get the response from your PM and get resolution.     We all just have to try to be patient and wait the 2 days it takes the "Mr. FixIt" guy that it all lands on to be able to get to our particular issue.

Other than that, we are left with things that WE can control, and use to improve things.

Find ways that are better, and make the suggestions.

Get active with your local political representatives (state & federal) to put the needed pressue that is always essential for the 'big changes' to actually happen.

It's ok to vent.    Once or twice, and then we need (yes, ME too) to move on and let it go.    

[oufanindallas]

You have both been advised to contact Customer Care.  They are not the same as customer service.  Millions of customers have no issues with their service or customer support.  Are there cases where it happens, yes. Just like any other provider there are those that have continuous issues.  There is a reason people change providers, price, service or support.  It happens every day.

[CaroleSS]

I have sent a PM and was asked for my contact information.  That was 3 hours ago.  Nothing!  NADA.

I've also been able to weasel a Tier 2 supervisor's employee number.  I have them send him a IM message and he calls me back.  I've been talking with him for over a week and Nothing....NADA.  And despite that, he PROMISED me PROMISED that his supervisor would contact me this morning....guess that was just another of ATT's lies.......as long as I keep sending in those checks, they'll continue to bold-faced lie to me about getting my problems resolved!!!!

[dhascall ACE - Professor]

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CaroleSS wrote:

I have sent a PM and was asked for my contact information.  That was 3 hours ago.  Nothing!  NADA.

I've also been able to weasel a Tier 2 supervisor's employee number.  I have them send him a IM message and he calls me back.  I've been talking with him for over a week and Nothing....NADA.  And despite that, he PROMISED me PROMISED that his supervisor would contact me this morning....guess that was just another of ATT's lies.......as long as I keep sending in those checks, they'll continue to bold-faced lie to me about getting my problems resolved!!!!

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24-48 hours is a good expectation for any company's escalation team to get back with you.  Have you dealt with the IRS?  I have.  You have 30 days to explain a discrepancy but they will tell you that it will take them 60-90 days to respond. 

You have been prolific in posting in this and the other thread, they will get back to you.  I had a billing issue, just 2 weeks ago.  I sent CC a PM at 4:30 PM on Thursday, got an email at noon on Friday and a follow up call 90 minutes later.,  You can say what you want about AT&T but the Customer Care and Social Media team have served me well and I have done serious moaning about my predicament..... 

[texasguy37 ACE - Champion]

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CaroleSS wrote:

I have sent a PM and was asked for my contact information.  That was 3 hours ago.  Nothing!  NADA. 

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You need to allow them 24 - 48 hours to respond.  Be patient.  They will get back with you.

[CaroleSS]

24 - 48 hours??  You must have a LOT of problems!

[CaroleSS]

My job entails working with customers. If I treated my customer like ATT has dealt with me.....I"d be in the unemployemtn line!

[dhascall ACE - Professor]

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CaroleSS wrote:
My job entails working with customers. If I treated my customer like ATT has dealt with me.....I"d be in the unemployemtn line!

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Wow, I hope that they fix you right up.   They should put you to the top of the queue.  You are posting this same stuff in multiple threads.  Maybe that makes you feel better - cool. 

Also, I don't know why Lithium (the forum owner) allows users to change the subject, so I changed one, in jest.  Good luck!

[CaroleSS]

after 10 months of phone calls and prro service....they SHOULD put me in front of new issues!!

[JefferMC ACE - Wizard]

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dhascall wrote:

Also, I don't know why Lithium (the forum owner) allows users to change the subject, so I changed one, in jest.  Good luck!

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Allows?  Heck, now they pretty much try to force you to!  I'll open a window, click in the box, and as the js finishes running, it'll steal focus back to the subject box and make me type over the old one.  I'm not a happy camper about it.

[dhascall ACE - Professor]

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JefferMC wrote:

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dhascall wrote:

Also, I don't know why Lithium (the forum owner) allows users to change the subject, so I changed one, in jest.  Good luck!

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Allows?  Heck, now they pretty much try to force you to!  I'll open a window, click in the box, and as the js finishes running, it'll steal focus back to the subject box and make me type over the old one.  I'm not a happy camper about it.

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I wonder if that is browser specific?  I do not have a cursor anywhere when I do reply.  I click in the reply body.  Maybe it doers and I override it.  Yeah, that needs to be locked down, so one day posters can't hack with it, lol.

EDIT: My cursor IS in the subject line but I remember to change its location to the body.

[oufanindallas]

If you deal with customers then you should know that some issues take longer.  Customer care is also a very small team.  I too deal with customers on a daily basis and I know for a fact that 24-48 hours is extremely reasonable.

[CaroleSS]

Maybe in your line of work, but in mine, I am expected to deal with issues quickly.  If the issue will take some research, I am expected to keep the customer informed as to my progress.  For me to let them sit for days on end not hearing anything from me would get me fired!

I don't think I'm being unreasonable.....all I expect is for someone to TELL ME they are working on it and keep me apprised of their progress.  If the solution takes time, fine......just TELL ME!

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oufanindallas wrote:

If you deal with customers then you should know that some issues take longer.  Customer care is also a very small team.  I too deal with customers on a daily basis and I know for a fact that 24-48 hours is extremely reasonable.

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[JefferMC ACE - Wizard]

I will agree that for a communications company, at times AT&T does a poor job of communicating with its customers and within its own departments.

[jamileh]

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CaroleSS wrote:

Maybe in your line of work, but in mine, I am expected to deal with issues quickly.  If the issue will take some research, I am expected to keep the customer informed as to my progress.  For me to let them sit for days on end not hearing anything from me would get me fired!

I don't think I'm being unreasonable.....all I expect is for someone to TELL ME they are working on it and keep me apprised of their progress.  If the solution takes time, fine......just TELL ME!

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oufanindallas wrote:

If you deal with customers then you should know that some issues take longer.  Customer care is also a very small team.  I too deal with customers on a daily basis and I know for a fact that 24-48 hours is extremely reasonable.

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I'm sorry if you did not receive the private message I sent on 1/30 stating your issue would be esclated or the message from Ryan with the ATTCustomerCare team, also on 1/30. 

I see that your escalation ticket has been updated with your contact information so I am not sure why you haven't seen any contact at all. Please let me know if you did not receive my message or Ryan's. 

Thanks!

[dhascall ACE - Professor]

Thanks for the update Jam.  I am really sorry that CaroleSS had the issues for all these months but hopefully her situation can be fixed, quickly.  She joined the forum just yesterday and spewed out 27 posts in a very short time.  Hopefully the venting eased her anger and, if her situation can be resolved, maybe she can continue to visit the forum.  I certainly lean new things about U-Verse at least weekly here and, it is a pretty good place to hang out

[jamileh]

Thanks

I know there's a lot of frustration when issues aren't resovled right first time. 

We're here to help though and I glad for the chance to do so.

[tj2barker]

Good Grief!  I never expected to see posts like this for ATT UVerse, but they are becoming too common.  Hope they get their act together sooner rather than later.

[E.Patrick]

The more they roll out, the more 'issues' will happen.   Part of business, unfortunately.

Also, you'll almost always hear when there is a problem, but rarely when things are going well.

I hope the percentages of 'happy' customers is still high (more than 90%), but won't know until (if / when) they expand in my area.

Trying to entice them here as there are few, if any, options here for TV and Internet.      Can't wait the 10 years it'll take Google to get here. LOL

[RCSMG ACE - Master]

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E.Patrick wrote:

The more they roll out, the more 'issues' will happen.   Part of business, unfortunately.

Also, you'll almost always hear when there is a problem, but rarely when things are going well.

I hope the percentages of 'happy' customers is still high (more than 90%), but won't know until (if / when) they expand in my area.

Trying to entice them here as there are few, if any, options here for TV and Internet.      Can't wait the 10 years it'll take Google to get here. LOL

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For the most part taht is what happens here in the forum.  People usually come here after they have experienced a problem with services, hardware, and/or Customer Service.  But there are those of us regulars who are here to offer help in the form of assistance, information, and solutions. 

Then there are those who troll for other service providers, and still others who just need a place to vent.  But we still offer them help.

[oufanindallas]

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tj2barker wrote:

Good Grief!  I never expected to see posts like this for ATT UVerse, but they are becoming too common.  Hope they get their act together sooner rather than later.

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Every providers forums are over 90% negative posts. Go check out Comcast, Dish, Direct and TWC.  Therea re more negative posts over there than positive.

The posts on here represent less than 1% of the total number of customers AT&T UVerse have.

Even the company I work for who prides itself in customer service has a few not so stellar CSRs.

[JefferMC ACE - Wizard]

I was just noticing that the ksaner92 and CaroleSS (especially the latter) have gone quiet.

I wonder what happened?  Did they get their problems resolved? 

[E.Patrick]

it would be nice to hear from them, to see if things were resolved, and what the problem(s) were.

If I had to guess, I'd say that things worked out, else they'd be venting about the latest 'fiasco'    

[jamileh]

Unfortunately,  ksaner92 did not contact us as requested. We are working with CaroleSS and I too hope that she'll follow up here.