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mbaldwin1's profile

Contributor

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2 Messages

Sat, May 3, 2014 5:20 PM

Disappointing experience with ATT Uverse

I have had the worst experience in attempting to switch from my current provider to ATT Uverse for TV/Internet. Starting with the first phone call (received a misquote on services...  

(Early March) spent 3 hours attempting to "correct" the issue, only to end up paying more per month than originally agreed upon.
(Mid March) first technician arrived @ home to install services, discovers problem and states will need to "pull the line to the house, but that it is not a problem and he could do it himself but would be held liable if any errors were made, thus a seperate technician would be out tomorrow to correct it"
(next day) No arrival, no phone call, no contact - period. Called back a week later to follow up and see if issue had been corrected. Nobody had a clue what was going on, kept getting deferred for about an hour until finding my account had a "company delay".  and thus had to schedule an appointment to have my line pulled to my house. Scheduled an appointment for that following friday.
(Following Friday) - No show, no call, no contact - again. Called for follow up, Same issue with nobody knowing what was happening, spoke to several "supervisers" to get issue resolved - yet again, reschedule appointment.
(Next appointment) - Yet again..... no show. Each of these my wife has made sure to stay home incase someone needed into the house for this "service". Yet nobody has shown. Just got off the phone again to follow up - and there is still a company delay - now an "account specialist" is assigned to the case and will be "calling me to follow up on this issue".

AT&T, Where is the accountability for the lack of customer service in all of this? The only reason I have stuck around even this long is because my wife hates our current provider as much as she does. In all, this has been two months of somebody "passing the buck". Currently working with Melody, and awaiting yet another follow up call later this week.

This experience has been disheartening to say the least. Hope this is able to be resolved at some point.

Contributor

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2 Messages

7 y ago

* I would like to note, however; The customer service representatives handling this case (3 of the 5 or so I've spoken with) were very helpful, and demonstrated professionalism in handling this issue which happens to be out of their control. Seems to be a process improvement opportunity than anything else.
ATTDmitriyCM

Community Manager

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9.9K Messages

7 y ago

Hello @mbaldwin1 Welcome to the Forums!

 

I'm sorry you're having some problems with your service. We can help you with that! Please send our team a private message by clicking here, please include your full name, phone number, account number and the best time you can be reached.

 

Thank you,

Dmitriy

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