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furlong64's profile

Contributor

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3 Messages

Thu, May 15, 2014 4:14 PM

Uverse account upgrade created two accounts and our old phone number no longer works

About a month ago, a Uverse rep knocked on our door and talked me into upgrading our existing Uverse DSL (which we acquired in Aug. 2013).  We were to upgrade to newly available Power tier internet, TV and keep our Voip line.  The old account was under my wife's name (we have different last names).  The rep apparently signed us up under my name, creating a new account instead of just upgrading the old account.  Now we have two accounts.  The day the Uverse installer arrived to put in our "bonded pair" hardware and new modem he had no end of trouble.  The old account was intefering with getting our old phone number working with the upgrade.  He worked for 8 hrs and when he left we had the Power internet and the TV, but our old phone number has been changed and we still have two Uverse accounts. 

 

We want our old phone number back.  We want the extra account closed. 

 

We have been on the phone 3 separate times, for several hours, with 3 separate AT&T techs, each of whom seemed competent and reassuring.  When it seemed obvious to each of these techs that our issues were not going to be remedied in a single phone call, they advised us that they would keep at it ("escalate" is one term used, also "advanced technical support" was mentioned) and that they would call us to let us know about a resolution.  One tech named Kellie even gave us her email.  We were lulled into thinking a solution was near. 

 

However, emails to Kellie (now 8 days after talking to her) meet with no reply.  I started from scratch with a rep named Tina yesterday (she has my cell #) and she assured me that she would find a resolution.  She did call 2 hrs later to assure me she was still working on it.  That has been 24 hours ago.  I'm not hopeful.

 

My wife and I are really tired of devoting hours to this issue, day after day.  AT&T seems to have no system for online representatives to take detailed notes which can be consulted by others, thus every call to a representative is a tedious process of explaining the whole issue again and hoping they have the forebearance and gumption to stick with the issue to the end.  We're not impressed.

 

Any suggestions for resolving our situation would be greatly appreciated.

ms_unicorn

Former Employee

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4.9K Messages

8 y ago

Hello, furlong64!

 

Thanks for posting. I'm so sorry to hear about your recent experience upgrading your U-verse services. We would be happy to look into this for you, so please click here to send us a private message.

 

In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.

 

In the meantime, feel free to message me with any other questions or concerns.

 

-Mariana

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