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Rewards Problems; Spotty Service; False Unreturned HW; Move Problems...RIDICULOUS!


Rewards Problems; Spotty Service; False Unreturned HW; Move Problems...RIDICULOUS!

Fed up.


We recently moved to a new house. I called several weeks in advance to confirm the wiring etc was in place for the new location. I was assured all was well. Our service was cut off 3 days EARLY at our house, then we received a call the day prior to the scheduled set up date at the new house to tell us that our service call was being canceled BECAUSE THE WIRING WAS NOT SET UP. Are you kidding me? Further more we were told the service would not be available for another 2.5 weeks. As a person who works solely at home, THIS IS A PROBLEM.


Long story short, I spent HOURS on the phone with ATT, received ridiculous 'customer service' and a variety of different stories from their employees. Lots of promised, undelivered return phone calls. One rep also told me that I'd receive better pricing and rewards by setting up a new account vs moving my service. So I had a new account set up. Another rep said I should just move my services because a new account would further delay my new service. But this 'specialist' assured me that I could call their support team after my services were re-set up and request the 'rewards'. Ha, I did this and was told that rep told me incorrectly. Nice...should have been expected. So much for the Xbox, or Kindle...and oh, the $300 gift card.


But wait, there's more --- my bill after moving my services....almost $700! Apparently there is some equipment ATT deems as being unreturned. We were told to box up all existing equipment from our prior house and bring to the new house. We did this and did not add anything additional. Well again, I have called and spent a significant amount of time going round and round with these people. Each person assures me the charges will be removed, they each say repeatedly 'don't worry'...right. I have several chat logs that I've thankfully kept...  I've been told I will be contacted to confirm the charges have been removed from my far nothing. My account now shows a past due balance so I fully expect my service to be shut off at some point. This would be par for the course!


On top of that, the service is SPOTTY at best. We are constantly having to reset our wireless, constantly getting error messages saying service is disrupted by another tv or something, our recorded shows are routinely 'unavailable' or just don't show up at all until you reset the box.


I HAVE HAD IT. I developed a strong dislike for Time Warner but honestly they are looking pretty appealing now. There is something very shady going on with Uverse. I wouldn't recommend this service.

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Community Manager

Re: Rewards Problems; Spotty Service; False Unreturned HW; Move Problems...RIDICULOUS!

Hello, jcl6.


Thanks for your post!


I'm so sorry to hear about your disappointing experience so far with U-verse.


We do appreciate your business and would like the opportunity to look into this for you, if you don't mind. Just send us a message by clicking here with your name, phone number, email address, and the best time to reach you. Keep an eye on the little blue envelope in the top right corner of your screen for a response.


If you have any additional questions or concerns, please don't hesitate to let me know!



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.
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