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blond1e's profile

Tutor

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3 Messages

Fri, Oct 16, 2015 7:26 PM

How do you cancel Uverse installation you no longer want??

I have had AT&T wireless for years and decided I wanted U-verse bundled. I called about a week ago to see what kind of deal I could get. After being on the phone with the sales guy for about an hour, I was promised all this stuff at a great rate. We scheduled the installation appt. and I asked for an email confirmation of everything we discussed, including rates, installation, etc. I never received. Then a couple of days later, I went to a third party to purchase a new phone and receive the incentives. I was told that I couldn't because the AT&T rep inside the store couldn't access my account. He had a hold or block on it. I asked if it was because of the Uverse, and he said yes. I logged onto my AT&T account yesterday and saw that my wireless and uverse were already bundled and the Uverse order status was pending. I decided to use online chat (I was at work) to find out why I couldn't purchase a phone from a third party. The first person I chatted with said there should be no issues, then she transferred me to someone else via chat. Long story short, I chatted with 4 different people, repeating my situation to each, during one session, all of whom each gave me different information. During these chats, I discovered that I wasn't going to be charged as promised for the Uverse service. (Imagine that, probably why I never received that email confirmation I asked for and was promised.) The lady from online chat said that was the best promotion she could offer me. I aksed to cancel. I don't have Uverse, I don't want Uverse, and I don't want a Uverse tech to show up at my house. I want it all cancelled. She said she couldn't do it online and gave me the phone number to call. I called during my lunch break and was on hold the entire time; I had to disconnect. Then when I got a break in the afternoon, I tried calling again and was on hold for over an hour before I finally had to disconnect. Today, as soon as I got to work, I tried calling again, putting the phone on speaker while I worked. It was over an hour and 20 minutes before my called was answered. I explained everything to the woman, and she was very nice, helpful and apologetic, telling me it would be no problem cancelling the service, especially since it hadn't even started. Again, I asked for email confirmation. She said yes, then asked me to rate her on a scale of 1 to 10. Of course, I rated her a 10. When she asked me if I had any other questions, I asked her if this in any way affect my wireless account. She said she had to transfer me to that department and did so. I was transfered to someone who sounded like they were from India, and we had a hard time understanding each other. He said that since I had a "Unified" (bundled) account, I would have to speak to billing. At first, he tried to give me a number to call, and I said I had already been on the phone for a long time and didn't want to call. So he transferred me to someone else in billing who also had an accent. She said she had no record or notes on my account that the Uverse had been cancelled. I told her who ihad spoken with, and she said the only notes she saw from her was that I was interested in adding service. I said NO, I had been trying to cancel service for 2 days. She then proceeded to transfer me back to Uverse, which took forever, and I was on hold again. I spoke with another nice lady, very apologetic, who said she could see the cancellation request and gave me cancellation #. I asked her why I hadn't received the email confirmation, and she verified my email address. The she said she had to put me on hold again for a moment, and I was on hold for more than an hour again before a man answered. I had to go over everything all over again. His story was completely different. He said he saw no request for cancellation and that he was unable to request cancellation because it was too close to the installation date, which was more than a week away. I asked why he was telling me something completely different, and he said I was given the wrong information. I asked why I should believe what he was telling me when everyone else supposedly gave me the wrong information, especially since I had never received the email confirmations I had requested. He and I argued back and forth until I finally just hung; I was getting nowhere. This was more than 4 hours on the phone, and my issue is still not resolved. I am worried I will be charged for something I never had and don't want. Again, HOW DO I CANCEL UVERSE??????????????????

Jeffster

ACE - Professor

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2.6K Messages

6 y ago

Call 800 288-2020

 

Also next time you post on the forum it would help hitting the "Enter" key to separate the text that runs on and hard to read.

Tutor

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3 Messages

6 y ago

That is the number I have called. More than once, over the course of two days, and being put on hold for hours. I have spoken with numerous people who have not been able to help me.
Jeffster

ACE - Professor

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2.6K Messages

6 y ago

Sent a PM(private message) to ATT Uverse Care and some one will get back to, watch for the blinking blue envelope at the top of the page.

 

Not sure why you would be on hold for hours as that is the main number, are you calling during business hours.

Tutor

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3 Messages

6 y ago

Thank you.

Tutor

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5 Messages

4 y ago

i had no problem reading it

Constructive

Employee

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23.5K Messages

4 y ago

Simple, the tech will call to confirm your appointment tell him you dont want service he will put it in JEP staus and your order will be cancelled

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