10-24-2013 07:27:36 AM
I apologize in advance for the length of this post. I'm also unsure what board to post this on.
I recently purchased a home that was built about 18 years ago in the DFW area. It’s about 5 minutes from a major highway but just far enough out to be out of the city limits. When I started calling around I was shocked that I could not get any sort of high-speed internet. None what so ever! I was devastated but I did find that I could get the slowest DSL ever known to man through AT&T. 768kps down is better than nothing is what I told myself.
So I call and schedule someone to come out because I want to talk to someone local about why U-verse isn’t available. A week later, the day of install nobody shows. I call and my order was lost and it will be another week until someone can show up. A week later a tech shows up and proceeds to tell me a bunch of my neighbors have U-verse and faster DSL service. He says that since I live on the corner that all the lines run through my yard and that I can have either and it’s just a matter of getting my house in the system. He even takes a reading at my house and says it looks like I can’t get 6mbps down but 3mbps will work fine. YEA! The tech mentions that the “stick” in my yard is falling over and he’s going to schedule someone to come fix that. He also says that the wire going to my house is dropping packets and he is going to get that replaced too. It’s been over a month and that has never happened.
So move on to me calling AT&T and telling them what the tech said. They said great, this happens all the time and they know what to do. They put in a “request for verification” to see if my house can have U-verse. They say I promise I will call you back as soon as the request comes back. A week later I call because nobody has called me and the “request for verification” has been completed and attached to my account. Unfortunately its blank. Whoever closed this ticket didn’t fill something out properly and now we have to submit another “request for verification”. Of course they will call me as soon as this comes in. A week later I call in because nobody has ever called me. The person I speak with cant find anything noted in my account. After some digging he finds it under a different name, on a house that I no longer own and with the wrong phone number attached. Everything seems to be working against me but at least he found it! Now the bad news, the response says that the signal isn’t strong enough for you to have U-verse or anything stronger. The support person says they probably didn’t even go to the house that they probably just examined it from the switching station
I’m at the end of my rope, the lines carrying U-verse and high-speed internet to my neighbors runs through my yard. AT&T is so large that I can’t talk to anyone that has actual knowledge of my house or area. I feel like the best route would be to go out to my yard and cut the lines to the neighborhood to get someone out to my house (I would never do this).
Does anyone have any suggestion or knowledge on how I can get to the next level? The support people that I have spoken with have all been super nice and have done everything within their power to help me but it’s not enough.
10-24-2013 07:35:52 AM
I suggest that you click this U-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team and give them a link to your posting. 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.
This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Physical Address, any current AT&T account number you may have, and the best time and way to reach you.
10-24-2013 09:32:11 AM
We have received your private message and I am researching your address to help you determine if we can make U-verse available. I will continue providing you updates through private messages.
11-06-2013 12:24:03 PM
Great! Thanks for coming back and posting to let us know. Don't be a stranger!
11-06-2013 12:50:26 PM
Excellent! I'm glad we were able to get your U-verse service installed. Thanks for the update!