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Posted Oct 10, 2013
1:26:03 PM
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New to Uverse...maybe?

I am uterly frustrated with ATT right now.

 

Monday night I get home from work to find out my modem has crashed and burned.  3 modems in 3 years 1 month of service.  I do not want to spend another $100 on a new modem, it's a rip off.  I call customer service, they explain everything yada yada yadda.

 

So I get on my phone and I order Charter.  Cheaper, faster, free modems.  I thought I hit the jackpot.

 

Forward to Wednesday 10/09/2013.  Get to work and call ATT to cancel my DSL service. Fine, no problem.  Charter is scheduled to be there between 3 and 5pm.  3:30 comes around and Charter shows up.  They won't install because Directv is using "their line"...now im about to go crazy.  I keep calm.

 

Call ATT this morning to reinstate my DSL.  First lady I talk to tries to get me to get Uverse.  I said according to your site its not available in my area.  She verifies and confirms its not available in my area.  She then tells me DSL service is not available in my area either...I give here the confused look.  She explains she can't do anything for me, despite me having DLS service just a few days ago.  Now im mad at the world.

 

Wait a few hours, call back when im calm.  Get a nice lady on the line.  Says I need to fill out a new application because my other service was cancelled.  Fine.  They do the credit check etc.  She signs me up for Uverse.  I explain that your ATT site and another lady who I talked to earlier in the day claimed its not available in my area. 

 

Now I am confused as ever.  I sign up for the service, everything will be delivered on Monday apparently. 

 

So what are the chances I cant get service?  What do I do then?  I am so utterly confused I don't even know what to do.  I want to call them back and verify, but the Customer Service is so horrible I feel as though no one knows what they are talking about.

 

So thats question 1.

 

Question 2.  How easy is this to hook up?  I offered to hook up the system myself. I don't need to add any wires or anything to the wall? Is it cable? Or will I use a phone jack?  Sorry dumb questions, but I just want to be as prepared as possible.  I am already very nervous about Monday....I am expecting the worst.

I am uterly frustrated with ATT right now.

 

Monday night I get home from work to find out my modem has crashed and burned.  3 modems in 3 years 1 month of service.  I do not want to spend another $100 on a new modem, it's a rip off.  I call customer service, they explain everything yada yada yadda.

 

So I get on my phone and I order Charter.  Cheaper, faster, free modems.  I thought I hit the jackpot.

 

Forward to Wednesday 10/09/2013.  Get to work and call ATT to cancel my DSL service. Fine, no problem.  Charter is scheduled to be there between 3 and 5pm.  3:30 comes around and Charter shows up.  They won't install because Directv is using "their line"...now im about to go crazy.  I keep calm.

 

Call ATT this morning to reinstate my DSL.  First lady I talk to tries to get me to get Uverse.  I said according to your site its not available in my area.  She verifies and confirms its not available in my area.  She then tells me DSL service is not available in my area either...I give here the confused look.  She explains she can't do anything for me, despite me having DLS service just a few days ago.  Now im mad at the world.

 

Wait a few hours, call back when im calm.  Get a nice lady on the line.  Says I need to fill out a new application because my other service was cancelled.  Fine.  They do the credit check etc.  She signs me up for Uverse.  I explain that your ATT site and another lady who I talked to earlier in the day claimed its not available in my area. 

 

Now I am confused as ever.  I sign up for the service, everything will be delivered on Monday apparently. 

 

So what are the chances I cant get service?  What do I do then?  I am so utterly confused I don't even know what to do.  I want to call them back and verify, but the Customer Service is so horrible I feel as though no one knows what they are talking about.

 

So thats question 1.

 

Question 2.  How easy is this to hook up?  I offered to hook up the system myself. I don't need to add any wires or anything to the wall? Is it cable? Or will I use a phone jack?  Sorry dumb questions, but I just want to be as prepared as possible.  I am already very nervous about Monday....I am expecting the worst.

New to Uverse...maybe?

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Oct 10, 2013 2:11:29 PM
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Edited by MorganCS on Oct 10, 2013 at 2:11:50 PM

Hello, bfrede1

 

My name is Morgan, I'm one of the U-verse Community Specialists. I'm very sorry to hear that you have gone through so many inconveniences to regain Internet service. This definitely is not the kind of experience we want our customers to go through. I'll be glad to help you in making sure your U-verse installation goes smoothly. In order for me to double-check everything on your order for service and to verify your address, I'm going to send you a private message that will land in your inbox and we will move forward from there. Thanks! Smiley Happy

 

Also, I noticed you said that you opted for the "Self-Install" option. I don't blame you for wanting to be as prepared as possible for this coming installation so, here are a couple helpful documents we developed that will help you gain a better understanding of what to expect. I don't know which type of gateway/modem you are going to receive just yet, but just in case, I'm going to attach both of the possible options below.

NVG510 Installation

2Wire/Pace 3600HGV Installation

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.

Hello, bfrede1

 

My name is Morgan, I'm one of the U-verse Community Specialists. I'm very sorry to hear that you have gone through so many inconveniences to regain Internet service. This definitely is not the kind of experience we want our customers to go through. I'll be glad to help you in making sure your U-verse installation goes smoothly. In order for me to double-check everything on your order for service and to verify your address, I'm going to send you a private message that will land in your inbox and we will move forward from there. Thanks! Smiley Happy

 

Also, I noticed you said that you opted for the "Self-Install" option. I don't blame you for wanting to be as prepared as possible for this coming installation so, here are a couple helpful documents we developed that will help you gain a better understanding of what to expect. I don't know which type of gateway/modem you are going to receive just yet, but just in case, I'm going to attach both of the possible options below.

NVG510 Installation

2Wire/Pace 3600HGV Installation

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: New to Uverse...maybe?

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Oct 12, 2013 6:57:31 AM
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Aside from turning off my DSL at 6am the day of transition, my experience was quite good. Modem arrived on time and set up proceeded without a hitch. As much as I would like to complain about AT&T, I was impressed with how smoothly the transition from DSL to Uverse went.

Aside from turning off my DSL at 6am the day of transition, my experience was quite good. Modem arrived on time and set up proceeded without a hitch. As much as I would like to complain about AT&T, I was impressed with how smoothly the transition from DSL to Uverse went.

Re: New to Uverse...maybe?

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Oct 29, 2013 7:07:20 AM
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And we thank you for taking some time to post your feedback!

 

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

And we thank you for taking some time to post your feedback!

 

Dmitriy


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: New to Uverse...maybe?

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Oct 30, 2013 8:15:40 AM
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Thanks for the positive post.  If you ever have any questions, comments, or concerns feel free to post here in the forum.  There are many people who are ready, willing, and able to offer you help in the form of suggestions, information, and resources.  Enjoy.

Thanks for the positive post.  If you ever have any questions, comments, or concerns feel free to post here in the forum.  There are many people who are ready, willing, and able to offer you help in the form of suggestions, information, and resources.  Enjoy.

Re: New to Uverse...maybe?

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