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Teacher

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3 Messages

Fri, Aug 11, 2017 11:11 PM

U-Verse Customer Service Complaints

I tried to file a complaint for U-Verse services Customer Services advice I received, so I called Customer Service asking to speak to supervisors but to no avail. When one of the people I talked to interrupted me to say "don't text and drive, goodbye" instead of discussing the problem with me, I lost all confidence in reaching a solution. Likely nothing will happen, but at this point I would rather switch to Spectrum and have them buy out my contract. Anyone have any advice as to how to file a complaint?

Responses

Brand User
ATTHelp

Community Support

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140.7K Messages

3 years ago

I am sorry to hear about that and would like to help and look into this for you. Please send us a Private Message here: http://soc.att.com/2uEE6Ki with your account and contact info.


Tony–AT&T Community Specialist

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Tutor

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2 Messages

3 years ago

If AT&T and WTHR do not get an agreement soon we are done with AT&T service.  Missing football games, missed AGT, and now will be missing new shows getting ready to start new series.  We already pay a fortune for service and I can't believe after all this time there is not an agreement.  AT&T indicates the would need to charge the consumer more money well, I would be willing to guess we are already paying more than they do for this service.  So, either get this settled or will be moving on.

Tutor

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1 Message

3 years ago

I self-installed my AT&T U verse service August of last year. They charged me for installation etc. They ended up crediting me those fees and charges. Lately they have reassessed charges during the dates when I've spoken to supervisors who have readjusted my bill. Around September, I called Uverse and was placed on hold for an hour and forty minutes then  I heard a dial tone. I called back and the recording said they were closed. I drove to their store and only the store rep could speak to them (company policy). There were so many billing twists and turns the rep was confused. She then told me I should call them the following day.

During the course of my "service" I've spoken to many reps and supervisors. Today a manager hung up on me. So I called back to speak to a manager over that department and the supervisor said I can't speak to anyone on that level because they don't speak to customers. Literally I'm stuck between a rock and a hard place. I didn't know their customer service was beyond a nightmare!

Contributor

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1 Message

3 years ago

compliant

Contributor

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1 Message

3 years ago

This is exactly what happened to us! We finally spoke to a manager who agreed to remove the extra charges and gave us the final bill. When my husband went into our account the next day it was $50 more than the manager had said it would be. So he called again there was no record of his call to the manager or of the final bill! So they refused  to make any changes to the bill. This company rips off seniors and vets!

Tutor

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9 Messages

3 years ago

Best thing to do, imo, 

Tutor

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9 Messages

3 years ago

best thing to do is go to chat, get all of your negotiations done there and make sure you get a copy of the

chat forwarded to your address.  If they don't do as promised (like offer a reward card) then you have a hard

copy of proof and it's not just your word against theirs. Learned my lesson after being told I was getting a $100 card which never came.  After followups and the runaround I never got the card because it wasn't in any of their "notes or whatever" from previous visits.

 

Got a new re-up via chat and got everything that they promised.

Hope it works for you.

Contributor

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1 Message

3 years ago

Home in Longview has been without AT&T services since Sunday. Appointment set for this morning but was just notified technicians will not be able to get to us until tomorrow. This is so unacceptable. No internet, tv, or phone despite trying to get service by calling several times before being told our appointment was reset for tomorrow. On my way to buy a hotspot so I can complete some required work😣

Contributor

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1 Message

3 years ago

,0I've been having problems ever since they expanded with Direct. They changed programming and they don't let customers know. You call and often you get people working in Asia and don't understand how Americans converse. Likewise you ask for a supervisor and they WILL NOT transfer you. Today I called twice, the first I think went to Asia cause he could not understand. The second call I made went to Asia. Again I lost my patients and asked to be transferred but was not transferred. I will tell people to AVOID AT&T for television services.  I will switch....I miss the old AT&T of the past when customer service really meant Customer Service.  Can't wait to switch. They ruined excellent service.

Tutor

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6 Messages

3 years ago

One thing about AT&T Go phone that that is a rip-off to because the thing is if your phone gets lost or stolen and you have to have it off for a while until you either replace it or find it you still are counted for days if there's a 30-day deal in the month then you lose one day it's just not fair what they do and then if they find out you're on disability they treat you like a piece of dirt that happened at the store I went into I was going to get back on contract but when she found out that I had lower credit rating than what I used to even though I used to be with him on contract and did very well with them I would like to be treated like a piece of dirt they didn't want to talk to me after that there I. Like a piece of dirt and I was very humiliated. And they just like what next I can't deal with you I mean I'm like really I wasn't Rich enough I guess for the store I could not believe this this is not the first time this has happened every time I either call them or go down there on me humiliated all the time I think it's because I used to have money at one time and now I'm on disability due from a heart condition in a few other things

Contributor

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1 Message

3 years ago

Absolute worst customer service!  Called with a complaint, and had to sit there and here someone talk to me justifying what I’m complaining about for 15 minutes!  Then when I dare interrupt her, she acts as if I’m being rude.  Just because we call customer service, doesn’t mean we have hours of time to waste to get our problems fixed!  Especially when you aren’t even going to help me.  I’ll be counting down the day when I can get back to Xfinity or direct tv.  Obviously AT&T isn’t putting any care in to Uverse anymore now that they have direct tv.  

Contributor

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1 Message

3 years ago

I completely understood your frustration. I called the ATT customer service to terminate my account in last July. Surprisingly, I received a call today to collect a bill that charges me for 8 months service I did not use after I moved from State of Mississippi to NYC. It made me feel I was robbed by ATT for 8 months. I called ATT for twice today and spent two hours on phone and have not solved the issue yet. How bad service they provide!!!

Contributor

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1 Message

2 years ago

"DAVID HAWKEN" Would you mind responding?

 

David is those type of sales reps once they are done with you-you would not hear from them. I remember back in the days when I was a rep were encouraged to call the customer the following day to see if they have any questions. Anyways our entire lives and ways of doing things are different nowadays. Initiated service back in February 2018, David offered an awesome package Internet for $40, 50mpbs with business router. 30 Days Worry Free Guarantee and Waive Installation Fee.

 

I took the deal little that I know David played me all the way-the internet service did not work downstairs ( my house is 2650SF), the router was regular residential according to another rep who tried to assist on troubleshooting and if order single service with AT&T customer do not qualify for 30 Worry Free Guarantee.

 

Since I initiated the service with David, I tried to reach out to him to re-explain the offer-David resist to respond to any of my emails. I now have a bill of $253 which includes the installation fee and Early Termination Fees. I am okay paying for the ETF I was late to return the router for a day-I was out of country for work but why paying installation fee that was supposed to be waived.

 

David, you may choose not respond to my email but this message is going to reach you. AT&T  let's give these kids a little training on how to deal with customers-not every customer who writes here is looking for credits. Some of these customer are just looking for explanation from their reps just like me. David please reach out to me. Thanks

Contributor

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3 Messages

2 years ago

I highly doubtful any of these reps work in their godless call center for more than 3 months 

Tutor

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2 Messages

2 years ago

I had a Uverse technician come to fix a receiver problem 6 days ago (May 1st). He spent approx 2 hours on-site swapped receivers, changed out cables and came to a conclusion one of the receivers needed to be replaced. He promised us he would return the following day to fix the issue. We waiting till COB the next day to call him and he said he had been called out to a different area and will call us back. Day 5 no news, I called Uverse customer service to complain and was told a supervisor would call me back (that call seemed to be from outsourced) no one called back.

I reached out to the technician and asked for his manager - he assured me his manager was aware of the issue and he would call me back......NO CALL. 

Can someone (preferably a manager who can make things happen) from ATT Uverse please pick up my case and help.

We spend over a $600 with ATT a month and this is the kind of service we get. 

 

At this stage I am open to hear from another TV/Internet/Cell provider to reach out to me as well. This has been the absolute worse experience I've had.

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