Disappointed new customer

[dohertyjt]

After13 years with Time Warner, we switched to U-Verse before Christmas.  Today we returned from a short vacation to find TV, Internet, and phone all down. Customer support scheduled a technician for tomorrow afternoon.  We are getting a $10 adjustment on our bill (after we were told we would owe $99 if the problem is not ATT's equipment, of course). 

Honestly, I was too tired after the drive home to expend the energy required to escalate and maybe get a few extra dollars adjusted on our bill.  My wife and I both have preparations to do for our return to work in the morning.  No Internet is a very real problem.  

I'm disappointed that the first best offer to a new customer who has lost all services entirely is a $10 adjustment and a four-hour window for service to deal with the next day.  I could no longer stand the rates and poor customer service at Time Warner but I never in 13 years recall losing all services at the same time and requiring a visit from a tech to fix it.  

Not a very promising start to our relationship. 

[dohertyjt]

Technician had no luck.  Have to call in a lineman tomorrow morning.  Another 24 hours without any service at all.  No NCG.  Thank goodness they're taking $10 off my bill.

[kevin1961]

good luck it only gets worse and I would say 1 out of 10 of there customer service people realy care. as much as I hated Time Warner I am headed back to them and watch out in 6 months for a big rate increase from ATT. When I signed up they said I was locked in for 12 months after 6 months my bill went up $50 plus per month.

[MicCheck]

---

dohertyjt wrote:

Technician had no luck.  Have to call in a lineman tomorrow morning.  Another 24 hours without any service at all.  No NCG.  Thank goodness they're taking $10 off my bill.

---

If the problem takes longer to resolve, let customer service know. They will adjust $5 a day service is down, so if this goes on, be sure to call.

[dohertyjt]

How did they justify the rate increase after six months?

[les freese]

Same here. I was told the upload speed was 3mbps and i would have support for NVG510 router. This forum has never posted or talked about this router. All support on phone is from the Middle East and very hard to understand and upload speed is 0.70kbps not 3.00mbps. I was lied to so they could make the sale. Good thing i have 30 days to deactivate.

[RCSMG ACE - Master]

If you have any other questions send a PM to ATT Customer Care  and watch the blue envelope near the Sign Out button on the forum page for reply notification.  They will send you a PM as well.

[BeeBeeSA ACE - Wizard]

See this thread you started where I replied with several solutions.

---

les freese wrote:

Same here. I was told the upload speed was 3mbps and i would have support for NVG510 router. This forum has never posted or talked about this router. All support on phone is from the Middle East and very hard to understand and upload speed is 0.70kbps not 3.00mbps. I was lied to so they could make the sale. Good thing i have 30 days to deactivate.

---