Shop Now, Avoid Delays - Get Our Best Holiday Deals!
Get the myAT&T app
Jocko80's profile

Tutor

 • 

5 Messages

Mon, Dec 29, 2014 2:23 AM

Out of Country Customer Service!?!?!?!?!?

I'm unable to explain my problem when someone doesn't speak the same language as I do???  That is utterly unexceptable. 

 

I ordered a replacement box a month ago, never recieved it, and I'm unable to explain the issue to someone that doesn't understand English.

 

Supposedly we get 4 HD channels at once, yet you have no issues charging me for 6????  On top of that, lately when I try to use the 4th (even though nothing is recording) and there are only 3 on, I get the message, "All HD channels are in use".    So:  I'm supposed to get 4, yet can only use 3, and I get charged for 6.  Somehow that math doesn't add up????

 

Our main box constandly reboots all on its own.  That's always fun when you're in the middle of a program that you pay good money for, and miss out on an important part.  We ordered a replacement box a month ago and still haven't recieved it.

 

We pay $250+ a month, and this is the service we get??  When I call to take care of these issues, I can't even talk with someone that understands what I'm saying?   I attempted to explain my issues several times, calmly, yet there was no comprehension on the other end???

 

TERRIBLE SUPPORT.  I send my bill to an address within the USA, yet when I want support I get someone from another country????

mibrnsurg

Expert

 • 

20.4K Messages

7 y ago

@Jocko80 I've not had 1 problem w/off shore TS help as most of my calls are nightime/weekends.  In all situations, have been able to understand each other. 

 

Last one is when my DVR died, told him I had done all the rebooting, Disaster Recovery, etc and just set up a prem tech appt for the next day. 😉

 

Edit:  To get things fixed, I'd contact ATT Uverse Care on the link in my signature.

Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service problems. They are available M-F 8am-11pm Eastern time (also around on weekends), response may take up to 2 business days.

This is not the regular CS/TS phone people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account #, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply.

 

Nobody get charged for 6 streams, we all have 4.  Good luck 😉

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Tutor

 • 

5 Messages

7 y ago

I'm happy that you had a good experience, but that doesn't change my experience, does it?  I called a month ago to have my dvr replaced as it constantly resets.  I never recieved my replacement.  At that same time I requested an additional controller for the one we never recieved....never got that either.

 

I tried to explain the issues that I was having, and 4 times the rep on the phone was completely wrong when trying to explain my situation back to me.  This was clearly a language barrier issue.

 

Again, great for you and what I assume is a simple issue they are trained to understand, but my issue was not understood at all.   How can I explain my frustrations when the person on the other end doesn't even speak the same language as I do?

Tutor

 • 

5 Messages

7 y ago

As far as your reply that, "we all pay for only 4 recievers"?  Hog wash!  1st one is included and I'm charged an additional $8/m for the other 5.  Don't give me that nonsense

ACE - Expert

 • 

21K Messages

7 y ago


@Jocko80 wrote:

As far as your reply that, "we all pay for only 4 recievers"?  Hog wash!  1st one is included and I'm charged an additional $8/m for the other 5.  Don't give me that nonsense


Streams and receivers are two entirely different things.

 

STREAMS are the number of channels you can watch at your house.  It's nothing you can touch or move about.  We all get 4 STREAMS.  How many of those STREAMS are HD and how many are SD can vary depending on how close you are to the source (VRAD).

 

RECEIVERS are the boxes attached to your TV.  Most get a DVR and the rest are RECEIVERS.  You may have 5 RECEIVERS, one for each TV.  How many of those you pay for depends on the deal you have.

 

So you have 4 STREAMS, meaning you can watch or record 4 programs at a time. 

You have 5 RECEIVERS attached to 5 TVs.

 

RECEIVERS are tangible.  STREAMS are not.

Tutor

 • 

5 Messages

7 y ago

No kidding, REALLY???  WOW, thank you SO much for clearing that up for me! *sarcasm*

 

Do you really think I don't know the difference between the amount of streams I can use and the number of recievers I have?

 

My initial point clearly states that I pay for 6, while only being able to use 4, and often am told that all are in use when attempting to use the 4th.  And NO, nothing is recording when that happens.

 

I feel that I'm being unfairly charged for 2 additional boxes that I CAN'T even use at the same time as the others.  We have 3 adults in our house, and I'm a sports enthusiast that has multiple TV's set up in my sports room....this is an issue for me.

 

Is there any so called "experts" in here that don't obviously work for uverse?

Tutor

 • 

5 Messages

7 y ago

Can one more person please tell me to contact customer service, I haven't figured that out yet.  

 

Already have, didn't get my reciever.  Tried again, got someone that can't speak english properly and therefore couldn't understand what I was saying.

 

I kept explaining that the Main Reciever (DVR) unit randomly reboots while watching TV, and somehow that was too difficult to comprehend.

 

Here is my main point:  Hire people in the US to handle your customer service.  Lord knows I'm not the only household giving ATT $250/mo, I'm sure you can afford it.  Instead, I'm now likely to look for a new provider.  Between my bad expreriences of not recieving my promised replacement equipment in the first place, not recieving one of my remotes with the 5th and 6th recievers, not being able to use all recievers at once, and not being understood in plain and calm English, I'm a very unsatisfied customer.

ACE - Expert

 • 

21K Messages

7 y ago


@Jocko80 wrote:

No kidding, REALLY???  WOW, thank you SO much for clearing that up for me! *sarcasm*

 

Do you really think I don't know the difference between the amount of streams I can use and the number of recievers I have?

 

My initial point clearly states that I pay for 6, while only being able to use 4, and often am told that all are in use when attempting to use the 4th.  And NO, nothing is recording when that happens.

 

I feel that I'm being unfairly charged for 2 additional boxes that I CAN'T even use at the same time as the others.  We have 3 adults in our house, and I'm a sports enthusiast that has multiple TV's set up in my sports room....this is an issue for me.

 

Is there any so called "experts" in here that don't obviously work for uverse?


You CAN use all 6 boxes at once.  Only 4 can be live streams.  The other 2 must be watching a recording.  That's why your first statement was confusing to say the least.

 

BTW: Employees are designated as such.  Use the link provided earlier to contact Customer Care.

 

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.