01-19-2013 08:26:30 PM
I live in an apartment and don't have landline phone service. I got my U-verse gateway last November but I couldn't succeed in self installation. So I called the customer service. On Dec. 3, a tech came to my apartment and asked me to pay $99 before I could use the gateway. I was surprised because the rep who answered my phone didn't say I should be charged. I refused to pay and the tech went away without doing anything to help me out. I continued to call ATT customer service and told the rep I should not pay the tech. The rep agreed and made another appointment. The next day another tech came and repaired the phone jack on the wall. I got internet access. But this month I was told I should pay $200 for the two techs for their service. I complained again to a rep but the rep told me the work completed and I agreed and signed to pay for it.That's not the truth. In fact before I got the gateway, two techs came to my apartment and told my daughter it was good for self-installation. Then why should I pay the one-time $200 charges?
01-20-2013 06:23:59 AM
If you were unable to do your "self install" and a technician was required to do the install, you had a "tech install" which does have an installation fee charge.
Please send a PM to AT&T Customer Care to see what can be done about waiving the installation fees. Also, check the settings on your account to make sure that you will receive email notification when a PM is received on this forum.
01-20-2013 01:43:25 PM
Let us know what happens.