03-05-2012 10:52:09 AM
OK, in line with what others have said, ATT tech service stinks, and so does the phone support. I was forced to get UVerse by ATT since DSL service is being discontinued in my area. They send a letter saying this will happen Mar. 1 and I will be getting a modem in the mail. The modem comes, but on Mar. 1 the tech shows up and finds the pair they activated for UVerse (ADSL2+, I presume) is not the one coming up to my outside box. Ruh-roh. He leaves and sends a line tech out the next day. I can't be there another day off work, so what happens that day is unknown. They leave no message, email or phone call.
I get curious when I get home and my old modem is still working, so I call the next day. Tech support knows nothing, so they forward me to sales, or UVerse support, I don't know. They find that the work was not finished Friday either, so I need to call them back when techs are out again Monday (today). Later, on Sunday, we have some weird network outage or something that leaves the modem out of sync and I have to restart everything--again with no notice.
Monday I call tech support--again they know nothing; in fact it takes them 15 minutes to get me to UVerse because my home phone number is not associated with my UVerse account--even though it is provided by ATT on the same bill. They correct this and get me over to UVerse support, who tell me that my line is now connected, but service is not turned on (Why not? Were they waiting for me to call?). The guy tells me he has never seen a case like this, and he will have to email some other group, who will take 3-5 business days to get to my issue and flip the switch. I'm amazed by the 3-5 days, and then ask "Well, can they call me when it is ready?" Oh no, they don't know how to do that. I must try my modem every day to see if it is working. Yeah, right. I'll just go home and tell that to my wife--OK honey, when the internet goes out, just plug in this new box in place of the old one and wait 5 minutes and plug in a laptop with an ethernet cable and enter the new access code and go to the administration page and set up the wireless---Oh yeah, that will work.
First, I resent being told I will get UVerse and like it, without having the cost of the service or the data rates/services being explained.
Second, I hate the customer service that knows nothing, but takes 15 minutes to work through until you can get a knowledgeable person.
Third, I don't understand their policy of performing service without telling you the result, at least whether or not to expect to be able to use it now/tomorrow/next Friday/whatever.
Last, the office can't seem to conduct even the tiniest transition of service without screwing it up, and is full of nimrods who don't know the services that they are selling.
P.S. There is no other internet service available in my subdivision, even though cable lies buried 1000 ft away and I am inside San Antonio city limits.
03-05-2012 11:18:57 AM
Contact Julie, the AT&T Community Specialist that helped many users infront/behind the forum scene, by Private Message (her response, blue letter in upper right are PMs). Include your full name, account # and good phone #.:
Let us know how things work out if you can after contacting Julie. Good luck
Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more