Nothing better than being lied to by customer service!

Contributor

Nothing better than being lied to by customer service!

Okay, so I recently moved into a new apartment/townhouse in Southern California. The current ISP around there was AT&T and I decided to go with U-Verse. Big mistake. After receiving a "new" gateway (covered in dents, scratches, and had software for the original Doom) we plugged in all the necessary cables at the designated time and voila, internet. However, the speed was unbearably slow. I have a phone router which basically had speeds akin to dial-up and it ran faster than U-Verse. So, we upgraded about three times to the Max plan and the net speed was still terrible. I really wanted to use a cable modem and router instead of this phone-line blashpemy whatsits, but the only available service was- you guessed it, U-Verse. While the upgrades marginally helped, I was still getting 12.5% of the internet speed which I paid for, along with gigantic lag spikes whenever I tried to watch netflix or play video games online. We're talking being unable to use the internet for 15 mins or more, essentially restricting what I could and could not do online. After contacting customer support, they offered to change my internet channel to boost speed to the actual rate. I was exhilarated: finally, actually decent internet!

 

She flat out lied. Nothing had changed; if anything, the speed was somewhat slower now. I got a program to check out what was going on with wireless channels and it turned out that by changing my wireless channel, my wireless was overlapping my neighbor's wireless. I had to change it back manually.

 

Calling maintenance didn't help either; they were either closed down or had services down.

 

I can only use my phone router so much.

Message 1 of 5 (535 Views)
Community Manager

Re: Nothing better than being lied to by customer service!

Hello @coppersulfate , welcome to the forums!

 

I'm very sorry for the issues you're experiencing with your service, I know how frustrating Internet reliability issues can be. We have a team of amazing U-verse specialists that would be happy to help with whatever we can. Please send us a private message by clicking here, please include your full name, phone number and the best time you can be reached.

 

Please let us know if you have any questions.

 

Thank you,

Dmitriy


Rethink Possible


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Employee Contributor*
*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.
Message 2 of 5 (468 Views)
Contributor

Re: Nothing better than being lied to by customer service!

I was told yesterday that a service technician would be here today. I called early this am to check on the status of the technician and I was told that they would be calling me to come later today. No one, called so in the afternoon I called again and was told that a technician would call me within an hour. Of course, no one called or came. Tomorrow I am escalating this issue.

 

I waited all day long and was lied to 3 times by different customer service reps. Obviously, ATT believes in lying to clients.

Message 3 of 5 (315 Views)
Employee

Re: Nothing better than being lied to by customer service!

You can log into your account and go to the Wheres My Tech section to find status of appointment.. when assigned.

for info https://forums.att.com/t5/U-verse-General-Care-and-Support/Where-s-My-Tech/td-p/3889383

or http://www.att.com/u-verse/appointmentstatus/?source=IYzd00z0100zz100
Employee Contributor*
*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.
Message 4 of 5 (307 Views)
Tutor

Re: Nothing better than being lied to by customer service!

I had some issues shortly after starting service also. Turned out to be a line issue to my house (which has since been fixed), but honestly I have never been a fan of modems with built-in wifi/routers anyway. So if the wifi is your actual issue (which it sounds like it is) and there are not wiring or other service issues, then you could bridge the gateway to another, more powerful router.

 

Here is some information on adding a router and using the Uverse modem for just your internet connection:

 

http://help.activepbx.com/KB/a84/how-to-put-an-att-nvg510-router-in-bridge-mode.aspx

 

One thing I would add to the steps in the above link is you should turn off all the firewall functions under "Firewall Advanced". Let your personal router do all that without conflict. I recently switched mine to this same config and it's been working perfectly. IMHO there should be a specific option to just use the gateway as a bridge (or modem-only), maybe it will happen in a future firmware release? But this works the same way.

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