My AT&T nightmare began four weeks ago. I wanted to get a faster internet connection, so I placed an order online for a faster DSL speed. I did so because I wanted to avoid having to speak to anyone on the phone. I checked my order the next day and there was an error. I called and a representative told me I had to get Uverse if I wanted a faster connection. This person tried to upsell me to get Uverse voice and TV. I said I would think about it and call back. I had no idea that she actually created an order for me with all three services. So I was surprised a few days later when I called and was told there was an order in my name. I asked to have the voice and tv removed and for 6.0 internet speed only. I foolishly thought everything was taken care of. I again checked my order online and saw that nothing had been changed: I still had tv, voice and 12.0 internet speed. The next representative I spoke with said he removed voice and tv, but I could only receive 12.0 speed. I said fine.
Installation day rolls around and the technician thinks he's installing all three services because my order had never been corrected. Technician only installed internet and it was 6.0 speed, so I guess the customer service genius who told me I could only get 12.0 was wrong or once again just trying to upsell me. First technician managed to cut the phone line to one room in my home and make it so that I couldn't use the internet without DSL filters on the phones. He also said I couldn't connect my DirecTV phone line into the same jack as Uverse. Said he could do nothing about the problems. The only luck I've had with ATT is that the second service tech that was sent out was actually competent and honest. He fixed the problems and said I was smart not to get Uverse voice.
I checked online and tv is finally removed but voice is still there. Numerous representatives say it will be okay just give it time. A few days later my POTS is disconnected. Why? Because Uverse voice is being set up. My number was ported from POTS to Uverse voice. A representative tells me he'll correct it and gives me a temporary phone number, while neglecting to say that I would eventually receive a $121 bill for this number. I spend hours and hours and hours and hours and hours and hours and hours and hours and hours (literally) speaking with dozens of representatives to try and correct my problems.
The temporary number was assigned but I now have phone service only on one jack, as the others have mysteriously stopped working after my POTS was disconnected. I was told orders have been made, the process of porting my number from Uverse to POTS was ongoing and I would have service on my phones with my old number last night. Of course that didn't happen. Today a customer service genius told me no one ever requested my number be ported from Uverse to POTS. Even though I was told it had been requested and even had an order to restore my service.
I had been without home service for two weeks. I have received almost $200 in bills for five days of phone service. I have spent an extra $80 on my cell phone because I had no home phone service for two weeks. And still I wait, this time from a call from the portability department. Maybe Friday, she said, maybe Saturday, maybe next week...who knows?
Is there anyone who is honest and competent and can effectively solve my problems?
