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EL_LTRL's profile

Tutor

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6 Messages

Thu, Sep 4, 2014 1:58 PM

How to Contact a Manager or Escalation Team Member that Can Resolve a Problem

All I want to do is order an AT&T service that decidedly available. Because someone entered information into the main computer inaccurately, I have hit both a cycle of frustration and a dead end.  I've spoken with three customer service reps and a technical service rep. I've "chatted" online and sent email message. AT&T reps agree that the problem is on their end, but are powerless to help. I would like to speak to someone who can, in fact, resolve the problem.  I've never had so much trouble buying something, or becoming contractually obligated to pay a monthly fee.

 

The problem: Uverse Digital TV is available in my area. It is available next door to me.  And next door to them.  And next to them.  And at the house across the street.  And next to that house.  Indeed, I have put EVERY street address on my block into the AT&T website and verified that Uverse Digital TV is available at every single one of them. I've watched Uverse on my neighbor's TV.  Customer service has verified that every address on my street has access to Uverse Digital TV. Except mine (I have Uverse Internet).  They have agreed that this makes no sense and that it must be a computer error, surmising that my address didn't get entered into the system.  Yet, there is nothing they can do.  Dead End.  I can't simply can't order the service. Perhaps its the lawyer in me, but I can't accept that the evidence is undeniable, everyone acknowledges that the service MUST be available at my address. Yet, no one can do anything because information was entered inaccurately into a computer. Frustrating!

 

This forum is my last attempt to stay an AT&T customer, to bundle services and sign a contract before throwing in the towel and signing with another company for all my tv/internet/wireless needs. I've been routed to technical service who routed me back to sales. I've "chatted" online. I've been sent to a website to request service (in April and again in Sept), only to receive a computer-generated message: "not available in my area."  I can't speak to a manager, or escalate this resolveable concern to anyone able to help. I've been told a technician can't be sent to verify that Digital TV is, in fact, physically available to me because 'the computer says it is not.'  Reps agree that it is clearly available, that it is a computer input error, that there is no technical, reasonable reason that my house would not have access when all my neighbors do.  Yet, there is nothing they can do and no one I can talk to. 

 

Hopefully, this post will get to someone who wants to help get, and keep, my business. 

Tutor

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6 Messages

7 y ago

Thanks for your reply. Unfortunately, I've tried this route a few times over the past year with no luck.  Both times I received an automated email that congratulates me for being able to get Uverse Internet (only) - with no contact information for follow-up, except sales (which tells me that its not available in my area. And so the cycle starts again). Because my contract was not up with Comcast the last two times, I did not follow-up further.  I'm a free agent now, so I gave it another try and started another "address verification case" two days ago.  I've already received the standard email described above so I'm not holding my breath that anything further will happen.

 

Although your suggestion will not address my issue, I really appreciate your reply.  Any other suggestions on contacting a member of the escalation team, manager, or someone who can resolve the issue?

 

ATTDmitriyCM

Community Manager

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9.9K Messages

7 y ago

 

Hello @EL_LTRL Thank you for posting!

 

my thoughts is referring to a private message to one of the Forums U-verse or customer care teams, in this case I recommend sending a private message to ATTU-verseCare team, please click here to get started.

 

Please let us know if you have any questions.

 

Thank you,

Dmitriy

 

 

Contributor

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1 Message

6 y ago

Hello. Hopefully, by now your problem has been resolved, but just in case it has not, here is what I suggest. Place an order for Uverse internet and when the tech arrives ask him to check the box to see if there is a block on Uverse TV for your address.

 

I say this because I had the same thing happen to me and the problem was at the box. Unfortunately, the only means the reps have to verify is the address validation system which (if there is a block at the box) will show that service is unavailable.

 

If you don't want to place an order for Uverse internet, you may just want to flag down the next tech you see and ask him or her to check the box for you.

 

Good luck!

Contributor

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2 Messages

5 y ago

Hello, Why can't I continue my unlimited data price plan??? The answer: Representative Mr Tae and his knowledgeable Supervisor Mr Edward A , tell the TRUTH with sympathy and understanding while explaining: that while I have UVERSE and Internet, Att sold it to Frontier and I should purchase Direct TV requiring a satellite dish, not allowed by Adminastrators of my residence Of Newtown CT Elderly, within 60 days. Mr A  continued by apologizing for the misunderstanding from the past supervisors, representatives and sales representative over the past 4 months, as well to myself for the time and energy I've spent calling after receiving text messages that my plan would revert to a previous price plan charge additional 15.00$ if I didn't call to confirm Uverse. Every time I called, but after average call times of 2-1/2hrs each call.... I was assured or miss lead to believe I was all set and I do qualify for unlimited data. I was even convinced to by a tablet for my 3yr old grandson for learning apps and I was told unlimited came with the tablet allowing me to free my I phone for my personal use. The sales representative sold the tablet to me using the sale to upgrade me to unlimited data by the sale of the table.... A 3 hour call, grrrrrr, explaining I would receive the tablet in a few days because I recieved Free Express shipping! That was the start of the whole mess and a bunch of lies. The tablet never came express and I called 10 Days later only to be told I hadn't gone on line to sign the agreement. That call required another transfer and a 1-1/2 hr call, I recieved the tablet. 2 weeks later, I recieved a text message saying I need to contact ATT to confirm UVERSE. Another 1-1/2hr call, unlimited data was confirmed, but on the tablet, only 1 kg would be allowed. Grrrrrrrr. I cancelled the tablet! The representative miss lead me and my 3 yr old grandson, however, I Again was insured I DO have an unlimited data plan. A month later I recieved another text message to confirm UVERSE. I called and replying that I do have UVERSE and after telling my story again, I was assured I DO have a unlimited data plan. The words used by the representative was We do honor that you do have Frontier UVerse, and if I have anymore problems, he could transfer me to direct tv! I explained I can not have a satellite dish. where I live. He understood and explained and insured me that not to worry, I have the unlimited data plan and that he noted the account. Finally, today,June 2, 2016, I recieved a text message from Att saying: "AT&T Free Msg: We have removed the AT&T Unlimited Plan from your account and replaced it with your previous plan which may result in a higher monthly bill because you have not confirmed that you have our TV service. To view the status of your account or change to a different plan, visit att.com/ " So I called at 1:30pm, spoke to An IVR, UVERSE, A supervisor, representative of Att,hung up on, called back transferred to Att wireless representative and a wireless supervisor, confirmed that the expectation date was (0) zeroed out and disconnected, forcing me to call back and an explanation from mr T  and Mr Edward A  that I don't qualify for Uverse. Seriously, Att should honor that they activated my cell service, house phone, Internet, and UVERSE. They sold it to Frontier. Not me! I should receive unlimited data! And........ Tell me the truth, will I continue to have unlimited data past the 60days that's been added to my service today? Please take the time to response to how I should move forward with this 20year account, as well as with an explanation why Att representatives do not have consist answers from 1 representative to another, supervisors to representative and why I should stay with att after all the hours I've had to spend on phone, being misleads I appreciate that mr edward A  offered a credit, but as I Explained to him, thank you, but I'm not looking for compensation..... I want an unlimited data price plan. I'm looking forward to your response   [edited for privacy – please do not post personal information]

JefferMC

ACE - Expert

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24.4K Messages

5 y ago

@BillCarlson, you have made a post an a public forum provided for AT&T users to communicate with other AT&T users. While AT&T employees do look at forum posts from time to time, you should have no expectation that any particular action will come from such a post.

 

You should click this link to send a Private Message (PM) to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site, next to your avatar and name) in a business day or three. You can speed things up by including your name, Billing Account Number and the best way and time to reach you.

 

I would also suggest that you look into breaking future posts into paragaphs; a wall of text like yours can be quite daunting.

 

Contributor

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1 Message

4 y ago

My Directv was installed 7/3/17.  Having problems with tv freeze and wrong remotes were given to me.. I received universal instead of genies.  It is very difficult to change channels.  Tech who installed service will not answer phone.  No one at customer service knows how to reach him or see if he is working today.  So sorry I gave up my uverse service.  

Contributor

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2 Messages

4 y ago

I have a similar problem with my wireless account....

called too many times, offered a supervisor call back...

waiting, waiting, waiting....

Contributor

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3 Messages

4 y ago

Having this very situation right now and at the end of my rope. Your description above is Exactly what I’m currently experiencing! So flippin frustrated I could scream. I’m asking to purchase a service NOT asking for anything free. This is beyond ridiculous!!!

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