Great order, great install, great Internet speed, great TV reception and finally a great telephone.
I presented Uverse with a challenge when I requested my 20 year old telephone number ported to Uverse. I had switched my phone service from BellSouth years ago to ACN, a multilevel marketing telecom provider. I did this to help my brother in law who was just becoming an ACN rep.
Apparently my number became part of a wholesale bundle and as such presented a challenge to being ported. Many calls, much time on hold, repeated escalations to a supervisor, postings in this forum, etc. finally resulted in the reacquisition of my number.
Many times I thought it a lost cause. I stuck with it and asserted myself. As I learned more about Uverse I was better able to champion my case.
Everyone I spoke with was professional and seemingly concerned. As with any large operation, newness to the job, seemingly inadequate tools and many paths to the same destination can cause frustration.
My advice to those having difficulties with customer service is not to loose your cool and try not to provoke a rep into loosing their's. Thank the rep for their assistance and acknowledge their good intentions. Then ask for a supervisor and be prepared for a long wait time.
My journey resulted in what I wanted, an extra reward card and a discount to my bill for I don't know how many months. And I didn't ask for the discount or reward card.