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armedwithlysol's profile



1 Message

Saturday, November 29th, 2014 3:21 PM

Renegotiating Contract - Lied to by customer service?

I have been a loyal Uverse customer for many years, even spreading the word to all my friends and coworkers to get the service.


However, I feel like the Customer Service rep I spoke to a few days ago lied to me on a couple of fronts, now that I'm looking online. Here's what happened:


Rather than cancel my service and start a new contract online, I called to see if Uverse would adjust my bill. They were able to bring it down to $126/month before taxes with a one-month contract. I thought online looked lower but the service rep said I would have to pay a non-refundable installation fee, so I agreed to his price. However, I just saw that starting new service online (with my current plan options) would only cost $117/mo + $150 rewards, and all fees are waived! Now I am stuck in a one-year contract and can't cancel and start over like I would've if the rep hadn't pulled one over on me about the fees.


I also asked to make sure I at least had the latest technology. My dad had mentioned he received an upgraded DVR with higher capacity that worked faster. My receivers are extremely slow to respond so I wanted to get the upgraded unit. The rep assured me I had all the latest technology after moving my service to a new home about a year ago. But when I went home for Thanksgiving - nope! There IS a newer unit, and I don't have it.


Anyone know how to get my bill renegotiated (despite my contract) and get the latest DVR and receivers?



20.4K Messages

9 years ago

@armedwithlysol Call CS and say CANCEL, you'll be connected to Retentions who can offer the best deals.  Say you'll be willing to take a contract.


You'll never be able to get the deal like the 'new' customers got (and I suspect you got one too).



If you have u300 or higher, you are suppossed to get a larger hard drive unit, Motorola/Arris 1225 or 2250 or Cisco 4320 or 7500.  No guarantee which you'll get, brands stay in their specific markets.  The 1200 series is very slow and get sludgy after about a week after a reboot. 😉



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