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Just awful customer service from what used to be one of the best


Just awful customer service from what used to be one of the best

My U-Verse service is so bad and no one seems to be able to help. I had to write the following message to thier CEO.


Mr. Stephenson,

Not sure you will get this email. But hopefully you will so you can better understand what is happening with your company.


I have been a loyal customer since the Bell South Days, I have never thought about switching any of my AT&T services to your competitors regardless of price of packages.  Over the years AT&T has serviced my family well from both a price competitive standpoint, technologically standpoint and most importantly a customer service stand point.   However my experience over the last couple of days has put my loyalty to your company in serious doubt.  I have never experience this sort of incompetence from your company in the past.  I’m writing you because I’m convinced you “folks” at the top are not aware of what’s going on with your employees and in my opinion you need to get some unfiltered feedback from loyal customers not the filtered comments you probably get from all of your direct reports.  Here is my story and hopefully you can help.


I’m located in Asheville, N.C.



I have had DSL service for about 6 years without any issues!  Let me repeat I have not had any issues with my DSL service!

About 60 days ago AT&T started a relentless push for me to change from DSL to U-Verse.  It was faster, it was using fiber optics vs copper wire, it was more reliable, and it wasn’t going to cost me a penny more to change, yada, yada, yada!  I resisted the changes since again I had no service issues with my current DSL service!  I finally succumb to the pressure and agreed to switch.  My activation date was around 12/30.  This was supposed to be a simple self-install.   I installed the new router (pretty simple install, two wires into a filter and into the phone jack).  I waited the appropriate time for the unit to power-up and re-boot and what do you know nothing worked!  I called your 800 number they walked be through a re-boot three times and again nothing worked!  Then I noticed that not only did my router not work but I now did not have any regular phone service.  This forces me to call AT&T on a cell phone with poor service where I live to talk to your customer service folks.  After being placed on hold for 20 minutes, then transferred to a technical support department only to be on hold for another 20 minutes!  You guys then dispatched a service guy to my home, who checked the outside lines (never rang a door bell to say he was here) and left.  I got a text message that said the lines were fixed.  I once again tried to install the U-verse and again nothing, no phone lines and no internet line!  I call backed were you guys walked me through another re-boot on the system and nothing worked once again!  You transferred my to another U-verse technical support, who walked me through another re-boot and nothing worked!  Then he put in a service request for another technician to come to the house in the morning.  So now I have to wait until the 31st to get a technician!  The 31st comes a technician comes out checks the lines, make some adjustments outside the house and “down the lines”, comes back to me and says everything checks out fine, he made some sort of adjustment and we are good to go.

I re-boot the system and you guess it, nothing worked and I still don’t’ have a phone line or an internet line!  Frustration is growing a little high at this point!    I call back, they take me through a re-boot and nothing works and they don’t have a clue as to why!  Keep in mind this is your U-Verse technical people!  They put in an order for a third technician to come out to my home!   The third guy comes out (all different people, none of these guys were the same person) and does some checking outside and inside the house.  Tells me the first two guys “screwed” this up beyond belief and that he would solve the issues.  Worked about an hour and came back and told me that U-Verse will not work at my house and I should go back to DSL.  Really, go back to DSL! 

This guy does re-store by land line service and installs my old DSL equipment, but cannot get it to work, because I first need to cancel by U-Verse because the system still thinks I have U-Verse!  He cannot fix and I need to call another 800 number to cancel.  I call this number and they are gone for the day it’s after working hours and no one can help me.  Frustration is now extremely high and I’m a pretty patient guy!

I called back the next day, but it 1-1 and your office is closed for the holidays!  I call your technical lines, several times and everyone tells me that nothing can be done, because the customer service department is the only one that can cancel my U-Verse and give permission to go back to DSL and that is office is closed for the holidays.  So once again another day without internet service.

Now it’s 1-2 I called your customer service folks at 8:00 am!  This time they are informing me that there is no DSL service available for me, and that they are transitioning to U-Verse!  They gave me another 800 number to call but it’s in Dallas and that office is closed until 9:00 am EST.  I called that office at 9:30; they cannot help me and have put in a ticket for a service person to come to my home again at 4 pm!  So another day without internet service! 


I go a visit your website, and no were that I can find is a path to write or call anyone in your company’s customer service department to voice my displeasure with the way I have been treated.  I get the feeling that with all of your computers and call centers that you guys go out of your way to make sure the consumer can never reach anyone with any authority to make thing right with your customers.  If you call any of your local AT&T owned stores and simple ask, “Can you please give me the name of the district manager or area manager in charge of this area?”   The reply you get is that I cannot give out that sort of information, can you tell me your problem and I’ll get it to the right person.  This tells me that your systems and processes are effectively insulating any of your managers and/or executives from hearing or understanding issues from their loyal customers.  All issues that cross their desk are apparently filtered and sanitized before it reaches their desk.   As a manager in the sales and service I would think they would want to get as much unfiltered voice of customer they can. 

The people that I have talked to all have been very courteous and nice, but no one is solving my issues that were caused by AT&T U-Verse not me. 

Did I mention that my DSL service was working without any issue before this great product called U-verse!


I need to get this resolved sooner than later and I need this email to find itself into the hands of managers and executives so that they understand what is happening with their loyal customers.


Here is a small list of the numbers that I have called in the last 48 hours



[Edited to comply with Guidelines]



Message 1 of 5
Former Employee

Re: Just awful customer service from what used to be one of the best

Hello, again!


We appreciate your feedback and understand your frustration. Thank you for sending us a private message with the link provided. As indicated in my original response, you can expect a reply within two business days.


Given that yesterday was a holiday, you should hear something by tomorrow.


Please let me know if you have any other questions or concerns!



Message 2 of 5

Re: Just awful customer service from what used to be one of the best

I am having the same problem. And we too have been loyal AT&T customers for 34 yrs, since the Southwestern Bell Days. My Father retired from AT&T and was a member of the Pioneer Club.  Same thing AT&T "proactively" switched our internet to fiber optic u-verse and since then we have not had a landline. It has been 3 weeks + 1 day! We do not want a VOIP phone.


Agreed customer service is very nice and polite but I too am getting no results.


I am wondering do other landline service providers piggyback on AT&T's lines? I understand there is a problem at the box down the road. If we switched to someone like sage telecom would we be able to get a dial tone?

Message 3 of 5
ACE - Expert

Re: Just awful customer service from what used to be one of the best

@etxquilter , I recommend you click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your issues. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 5

Re: Just awful customer service from what used to be one of the best

Jeffer MC, I am already in contact with someone from Customer Care and ATT Social Care. She has been very good about staying in contact but my issue is still not resolved.  Sadly I am afraid we are going to have to look elsewhere for our service if we don't have a dial tone by Monday. 3 + weeks is more than enough time to resolve an issue I would think.

Message 5 of 5
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