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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

Contributor

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1 Message

2 years ago

I have only been a u-verse customer for one month. So far I have had to trouble shoot several times due to picture freezing or signal being lost. This is unacceptable! It's been twice a week so far. I am not happy with the service and am starting to regret ever switching. 

Teacher

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3 Messages

2 years ago

For everyone on this post who was searching help due to bad customer service, I hope you had your issues resolved. Prior to this interaction I had mostly positive conversations with U-Verse reps, and they were always very helpful. Here is what I suggest you do if you have a problem:

 

(1) Call the ATT U-Verse number, and (2) immediately say that you want to cancel your service. This will get you to a representative located in the U.S. (3) keep calling until you get representative who is willing to help (it might take you a few trys).

 

The day following my terrible customer service experience, I was lucky enough to talk to representative who was eager to resolve my complaints, and she apologized many times for the way I was previously treated. Typically it is easier/cheaper for ATT to keep current customers happy rather than having to find new users, so do not be afraid to ask for a discount if you have had issues.

 

Good Luck! 

Tutor

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1 Message

2 years ago

they RIP all of us off, and over 50% of what the sales reps tell you to get you to sign up is pure horse crap. I'd be willing to bet it's closer to 75% of the time. Worst customer service I've dealt with in many years. 

Tutor

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2 Messages

2 years ago

I had internet and cable installed on or about the 6th of October... Internet has not worked one day period, plus they put my dish in my front yard, about a foot from the sidewalk, left the cable laying across my yard uncovered then painted orange spray paint from sidewalk across my yard all the way to the side of my house, not a straight line they just threw it across the yard, so I have someone hold up the cable so I can mow the yard....

Took 4 separate days in 2weeks to sit at home and wait for att to send out technician, who say the same thing that they cant do anything about it because, it was done by someone else... I lost $976.00 in two weeks and still have the same issues, no internet and a ugly sight sitting in my front yard like a mailbox... My bill is $97.00 a month...but it's cost me hundreds of dollars waiting on appointments, only to here _ _ excuses... And it's still not fixed.... I am beyond dissatisfied with att...

But I be _ _ _ _ If i pay a bill for no service...  My wife wants att, from what I've been through and lost, I can't stand att and direct t.v.

Called over 40 times in 2 weeks and ain't nothing changed att s

Is worthless, they customer service is trash, cant understand them and vice versa... which explains why they keep sending people out who can't and don't do nothing.... I rather watch the walls then deal with this.... They programmed to say things that have nothing to do with what you ask them... I never got and never will get a simple answers out of them... Because simple minded people can't answer simple ????? Att  ain't Worth _ _ _ _....and then they want you to change your words on here so that you really can't say what you feel... 1,000,000,000% trash

Tutor

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2 Messages

2 years ago

We cancelled our service with Spectrum in October of 2018 and switched to U-verse for our tv, internet, and home phone service. That was the biggest mistake of my life. they talk a good game in the beginning and offer a super low introductory rate, but as soon as that year has passed, their rates are actually higher than Spectrum. I am seriously looking into having Spectrum buyout my contract and take me back because this is ridiculous. Even though spectrum may be overpriced, they offer much more than U-Verse. Most of the demand channels (except for premium channels) are included where as I have to pay for it on U-Verse, if they even offer the demand channels/shows that I am looking for. And their customer service is horrible. I waited on hold for a rep for over 10 minutes, once connected, I realized that we were not on the same page so I asked to speak with someone else. She then advised that I could call back and disconnected the call. O then had to wait another 10-12 minutes on hold while I waited for a new rep. That is UNACCEPTABLE!!!! I absolutely hate this service and their customer service reps!!!!!

Tutor

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2 Messages

2 years ago

You should consider yourself blessed. In the first month that I had the service, I had a technician out to my house no less than 6 times and made no less than 20 troubleshooting calls! I hate that I ever switched to this garbage! They are horrible.

dinglesby

Scholar

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205 Messages

2 years ago

I had the same problem when my promotion expired.  My bill increased to 250.00 per month.  I called Spectrum and am now paying 167.00 per month with faster internet and more services .  I called to see what they could offer.  They told me if I get a cheaper rate they will cancel my service and before I could say cancel they cancelled all my service and hung up on me.  That left me with no phone internet or TV the day before Thanksgiving. I called Spectrum and explained the situation and they said they could have someone to install my service between 2 and 3 this afternoon.  I called at 9 this morning.  That was the Wed. before Thanksgiving.  I was very happy They were here at 2:20 on Wed.  I thought I would have to go Thanksgiving without service.

So I say to AT&T take your lousy service and I will never be back.  Thanks Spectrum for saving my Thanksgiving ball games.

Contributor

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1 Message

2 years ago

We had an appointment booked almost 2 weeks ago and on day of appointment, nobody showed up. I called and customer service said that they were just running late and to wait a few more hours. But, nobody showed up. Then when we called the next day to inquire, they said that due to the volume of service calls that day we were cancelled and an installation appointment could not be made for another 3 days. This is unacceptable. And for our troubles, they could credit us $20. Nope. We want service today and a credit of the entire installation service charge for our trouble. This is unreal. For a Company who says that customer service is a top priority, this is unbelievable.
 

Contributor

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1 Message

2 years ago

Uverse stinks.  I can't believe I let the employee at the ATT store convince me to change from Direct Tv to save some money.  Direct TV offers the superior viewing experience and easy of channel browsing.  I can't believe that Uverse considers less functionality an "upgrade."  It is ridiculous that you have taken away the capability to search via categories such as movies, sports, kids/family, etc!  I shouldn't have to scroll through hundreds of channels.  The search function isn't practical for when you're just unwinding and want to see what's on.  For instance, you know you want to watch sports but nothing in particular. With UVerse you can't click on a sports category and see what events are showing. With Direct TV you can click on a variety of categories to see what's available to watch in each one.  I hate this service.  No wonder it's cheaper than Direct Tv.

Tutor

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5 Messages

2 years ago

Run from AT&T as fast as you can! I accidentally paid on service I did not receive and was told I would not be refunded. It was only for $92.36, but the fact they stole from a long time customer is is disgusting to me. I am putting my story on every social media platform, newspaper editorials, and submitting it to every investor reporting news agency across the country. God Bless America. 😘

Contributor

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1 Message

2 years ago

Order # *** - I was excited about the service I was going to get considering I was switching since I'd heard great things about fiber optics.  I coordinated with the account representative and was told I would receive installation on Feb 26.  I went online this evening to confirm the time and to my surprise I had an email that stated I needed to call to finalize the order.  I contacted the number and was told I had a new installation date after coordinating time off to get this completed and received the rudest customer service rep and when I asked to speak to the manager he made excuses as to why I could not speak to the manager.  I told him I had all the time in the world and would wait.  He got back on to tell me he was transferring me only to send me to a number that would not stop ringing.  Customer service is extremely important to many customers and the reviews on AT&T are not that great.  I would recommend retraining your staff.  I cancelled my order and was disappointed that's how it ended considering how excited we were to try out the new service.  At the end of the day, I don't mind paying a few more dollars knowing that if I have a challenge in the future I'm going to get a professional customer service rep that is happy and willing to address my concerns.

 

[Edited for privacy - This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]

Contributor

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1 Message

2 years ago

Literally the worst customer service experience I've ever had with a company.  Two separate install dates passed with nobody showing up- no call, no explanation... just ghosted me like a middle school romance.Upon calling support, no real help from them, just a reschedule with a promise that they would actually honor the commitment and show up for install. I just can't believe I'm dealing with a huge corporation.  Based on what I've seen, you'd think you were dealing with a company that trains used car salespeople.  I gotta stop writing, I'm out of words.  But if you have another option, take it.   

Tutor

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2 Messages

2 years ago

I want to lnow who using my info to try and get a new subscription

Contributor

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1 Message

a year ago

I have now been with out internet and tv service 4 days. I called sunday and they could have a tech sent to my house to see why my att supplied router quit working on the broadband and wifi. instead they insisted I have the equipment mailed which would take an extra day to arrive. when it did arrive I followed the instruction and it did not work either. I called customer service and they tried again to fix it over the wire. it would not fix. so they were unable to send any one out to fix it for another 2 days. they are sooo busy they said. since I have to use my internet for work this is unacceptable, I asked to speak to the supervisor who had no solutions either and transferred me back to the customer service person who tried to get me to not cancel my service even thought they would and could not fix the problem any sooner. when I asked to speak to a supervisor again the customer service person said they have gone home. So  they also say I have to pay for the next month service even though I have only 10 days to return their equipment and am not receiving their service. how is that for service?

Tutor

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5 Messages

a year ago

Welcome to the world of AT&T! This happened to me not to long ago. They
don't care about their customers just money, that's it! I also had to pay
for the following month although I had to return my equipment within 10
days. So now I'm paying for a service I'm not using. When I cancelled, the
customer service rep spoke so fast I couldn't understand him and AT&T being
the greedy corporation they are he immediately went into a sales pitch and
I had to get a little aggravated with him he just would not stop!!!! They
do this on purpose it's a marketing tool.
Also, when I posted a complaint on this site about not knowing about paying
for a service I was not using because I had to return the equipment within
10 days but had to pay for the next full month I was told a notice was sent
to customers. Just because you send a notice does not make it right. I'm
formally filing a complaint with the FTC. Good luck

New Member

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2 Messages

@Morgan723 I recently had the same thing happen. My new Xfinity was already installed. I cancelled ATT UVERSE and they told me I had to keep it until the end of the billing cycle because they WILL NOT prorate when you cancel. They have the worst customer service that I have ever dealt with.

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