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mbwilbur's profile

Contributor

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2 Messages

Tue, Mar 3, 2015 5:15 AM

Replacement Remote & Retention

I have sent a private message about this twice with no response. I even included my account number and telephone number in the private message.

 

Can you send a replacement U-Verse remote? Some of the buttons are worn out and will no longer work.

 

I also have a retention plan that expires in a few days and my bill will increase again. I am on a very limited income and I could get the same service much cheaper with another provider.I have to wait until my Social Security check comes in to pay my bill. Last month the bill payment was a few days late and I was charged a $9 late fee. This may happen again as my check does not always coincide with your billing cycle.

 

Is there anything you can do to lower my bill? I realize that I could decrease my Internet speed, but it is already not performing at the speed you advertise. I would like to stay with UVerse, but I feel like I am paying a huge amount of money for service that is performing substandardly as I am paying for 18Mbps and I average about 12-13.

 

You offer all types of incentives and low prices to get customer, but then those on a limited income see their bill increase drastically after the promotional period is over. Do you want to retain your customers?

JefferMC

ACE - Expert

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24.4K Messages

7 y ago

Well... you signed in to the community Friday, so you couldn't have PMed before then.  Yesterday (when you made this post) would have made, let's see...  one (1) business day.  Friday through Sunday can produce a bit of backlog.  So, assuming you sent the PM to the correct mailbox, you should expect to hear from them today or tomorrow.

 

However, I believe that you must call the 800 number if you want to speak to retentions. 

 

rdljr

Guru

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921 Messages

7 y ago

so call the 800 number for a new remote. They sent me 2 and now I have a shelf of S10 remotes. Smiley Very Happy

ModelMaker

Mentor

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11 Messages

7 y ago

Do you remember how long it took to get those replacement remotes and how they were shipped? I did an online chat on March 1st and today is the 10th. Thanks!
rdljr

Guru

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921 Messages

7 y ago

It comes on UPS ground from Ft. Worth Texas

aviewer

Expert

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10.1K Messages

7 y ago

Some people have reported find remotes at a local thrift shop, such as goodwill or Salvation army.

Community Support

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6.7K Messages

7 y ago

Hi @ModelMaker,

 

I am sorry about the issues you are having with getting your remote. I will be happy to check on the status of your order. I will be sending you a private message to gather more information.

 

-David T

ACE - Professor

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5.2K Messages

7 y ago


@aviewer wrote:

Some people have reported find remotes at a local thrift shop, such as goodwill or Salvation army.


 

Indeed. Keep in mind though, that if you find a set-top box or DVR, those will not work. Well, the non-DVRs *might* if you call in the serial number. You'd be billed the monthly rate (if applicable...I was able to get two extra STBs for no monthly fee)...

 

But it's just better to get extra STBs via the UPS method or delivery via a local technician.

 

But the remotes via thrift stores are fine and dandy to use if you need one right away and get lucky at your local thrift store.

 

Interestingly enough, I found a box from a local cable company in my dumpster many years ago. It had no markings on it from the cable company. I plugged it in and got the cable company's logo...it was from one that was in my city, but not my part of the city. I called up their tech support and had to really plead with them.."Yes, this box is expensive and you probably want it back." Maybe it was an old model or whatever, but they eventually realized they should send a mailing label. I've heard stories that if customers do not return boxes within a certain amount of time after canceling service, the customer is billed a lot of money. Obviously, this guy either wasn't charged or the company didn't care.

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