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3Ruffians's profile

Teacher

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5 Messages

Tuesday, March 14th, 2017 10:12 PM

1st person to EVER move Uverse service (apparently)

I have spent several hours over the past few days on the phone trying to move my existing Uverse TV and internet service from one address to another. I was trying to disconnect on the 3/14 and connected to my new address on 3/16 .  How can no one grasp this concept?   The customer service reps seem to only be able to read off the script and get easily confused. I later get follow up emails with the wrong dates and my current address ( the one I am moving FROM).  They are going to reinstall in the house I am moving out of ( really )? So I call to correct the error and it goes to heck in a handbasket quick.I have been transferred to Direct TV sales, Direct TV Tech support....I do have UVERSE....  I got to speak to one person who actually spoke and understood English past those who only read the script, but when being transferred I got disconnected. One rep was so focused on selling me UVERSE she missed me telling her four times I have service and am just trying to move it. 

 

I guess I can just disconnect the equipment and take it with me?

 

The commercials for how easy it is to move your Uverse service are pretty deceptive at this point.

 

Tell me why I am even bothering with Uverse instead of leaving and going to the local cable company.

 

I am now trying to do it via a chat from att.com .. at the rate it is going I am not optimistic. .. he is telling me there is a system update and to please hang on ....  oh wait

 

From an online rep:

 

 I recommend calling our Provisioning Department at Provisioning Center at 877-833-5989.

( I JUST WANT TO MOVE SERVICE... but what is one more phone call ..)

 -------

I can see here you also have a wireless service with AT&T, let me connect you to our Wireless Department to check your option with our wireless service.  (WHAT WHY ??? I want to move my UVERSE TV!!) .... and he has DISCONNECTED...  *Poof*

 

ANOTHER EPIC FAIL AT&T CUSTOMER SERVICE

 

Just for the heck of it what is ONE MORE call ... 

 

I called the provisioning number and got Eric, he speaks English and seems to be understanding.. he mentions (for the first time) there is currently service at the address I am moving to and they have to address that situation ... I was transferred to Jackie Pendergrast ( In Charlotte N.C.) .. who immediately addressed the problem and was able to facilitate the transferring of the service, set up and install date and time in a very timely manner  ... SHE IS GREAT AND WHAT THE REST OF CUSTOMER SERVICE SHOULD BE  .

 

At this point, though I won't be recommending UVERSE to anyone I know and it is very doubtful I will continue my service after this contract if I keep it the entire year... once the services are set up I like them but the headache and frustration of dealing with "customer service" and wasting hours of my time , not worth the hassle in the future.

 

Community Support

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232.3K Messages

7 years ago

Hi @3Ruffians,

 

We are so sorry about all the issues you had trying to transfer services. We are happy you were able to get to Jackie to have your issues resolved. We have tools setup in place to make the moving process easy, and we are sorry it was not like that. If you do run into any problems, let us know, and we will be glad to help.

 

-ATTU-verseCare

Teacher

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5 Messages

7 years ago

Where would I have called? Every Uverse number I called was the same problem until being given a number for provisioning. It is unacceptable that it took the amount of time and number of calls it did just to get moved.

Community Support

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232.3K Messages

7 years ago

Hi @3Ruffians,

 

You can actually contact us. Send us a message by clicking here. Include your full name, address, contact #, and a brief description of the issue. Our teams may email you using the email address associated with your forum ID so keep an eye out. 

 

-ATTU-verseCare

Teacher

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5 Messages

7 years ago

Guess who's  account is so jacked up by customer service that the installer can't get any assistance in turning my Uverse on in the new house, that previously had service through the prior owners....

 

THIS GUY!

 

Glad I wasted a day off for another EPIC FAIL .

Teacher

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5 Messages

7 years ago

Well,  today I saw the outside lineman working on the box at the street, he confirmed it was in reference to my house.  Later I got a text in the AT&T app that he was successful and clearing the problem and I could go schedule another appointment ..well guess what the app, after several minutes tells me it is unable to schedule appointments at this time.

 

Are you serious, I couldn't make this stuff up ...

 

 

Teacher

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5 Messages

7 years ago

So today I had to call to schedule another install date as it appears they have overcome the issue that was preventing them from installing my services the first time ... so let us see how this call goes ... earliest available is Tues 21st 1pm to 3pm ... so that will put me at almost a week of trying to get this service installed.  .....

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