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Posted Nov 24, 2013
2:45:08 PM
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UVerse Availability incorrect?

I've had U-Verse at my apartment for the past year and a half. Closed on my first house and decided to transfer services.

 

A little background about the house. It is a brand new house. It is the first house in the new street of the neighborhood. The street itself is an extension of an existing old street that is not part of the "neighborhood" if that makes any sense. I had to get them to check it out to see if U-Verse was available. After about two weeks they said yes it was available. Great

 

Fast forward to yesterday, the first available date to install uverse after being disconnected for two weeks! The installer was supposed to be at the house between 9 and 11. The time frame comes and goes. No call, no email, no note, nothing. 

 

I get on chat via my phone hot spot, only to be told that there were facility issues and nothing would be available to come out until next Tuesday. After hearing that I got off the chat and called AT&T up so i could talk to a real person. After finally getting in touch with someone they were able to get someone out today between 8 and 12 to repair the line. Didn't a call til around 11 asking if I was still in my old location. Told the line tech no, and gave him my new address....which is funny because I already put in a move order and the tech that did a no call no show to my place was in charge of that. So the line repair guy comes to my place and says he doesn't do installs on Sunday, considering it's almost noon, and that he didn't even know where the lines came out of the ground to install it. 

 

This leads me to believe the lines haven't even been ran to my new area of the neighborhood and they got the incorrect address when investigating it before. Is there any way I can check on this for myself or can someone point me in the correct direction to get this investigated? Thank you.

I've had U-Verse at my apartment for the past year and a half. Closed on my first house and decided to transfer services.

 

A little background about the house. It is a brand new house. It is the first house in the new street of the neighborhood. The street itself is an extension of an existing old street that is not part of the "neighborhood" if that makes any sense. I had to get them to check it out to see if U-Verse was available. After about two weeks they said yes it was available. Great

 

Fast forward to yesterday, the first available date to install uverse after being disconnected for two weeks! The installer was supposed to be at the house between 9 and 11. The time frame comes and goes. No call, no email, no note, nothing. 

 

I get on chat via my phone hot spot, only to be told that there were facility issues and nothing would be available to come out until next Tuesday. After hearing that I got off the chat and called AT&T up so i could talk to a real person. After finally getting in touch with someone they were able to get someone out today between 8 and 12 to repair the line. Didn't a call til around 11 asking if I was still in my old location. Told the line tech no, and gave him my new address....which is funny because I already put in a move order and the tech that did a no call no show to my place was in charge of that. So the line repair guy comes to my place and says he doesn't do installs on Sunday, considering it's almost noon, and that he didn't even know where the lines came out of the ground to install it. 

 

This leads me to believe the lines haven't even been ran to my new area of the neighborhood and they got the incorrect address when investigating it before. Is there any way I can check on this for myself or can someone point me in the correct direction to get this investigated? Thank you.

UVerse Availability incorrect?

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Nov 24, 2013 4:57:03 PM
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ACE - Master

Please 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 request. 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, new physical address, and the best time and way to reach you.

 

Please 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 request. 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, new physical address, 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.

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Nov 27, 2013 9:07:01 AM
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Community Support

Hello Varhalla,

 

We have received your message and look forward to helping you with your installation at your new location. We will continue working with you via private message.


SadathCS
ATTU-verseCare

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

Hello Varhalla,

 

We have received your message and look forward to helping you with your installation at your new location. We will continue working with you via private message.


SadathCS
ATTU-verseCare

If you encounter any issues with your service or equipment, we 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.

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Dec 2, 2013 1:42:52 PM
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Voyager
Got in touch with me about 5 days ago. I replied, and still nothing back. What GREAT customer service you have.
Got in touch with me about 5 days ago. I replied, and still nothing back. What GREAT customer service you have.

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Dec 2, 2013 1:53:18 PM
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ACE - Master

Varhalla wrote:
Got in touch with me about 5 days ago. I replied, and still nothing back. What GREAT customer service you have.

If you replied to the E-mail that told you he had sent you a PM, that doesn't get back to them.  You have to reply to the PM with a PM.

 


Varhalla wrote:
Got in touch with me about 5 days ago. I replied, and still nothing back. What GREAT customer service you have.

If you replied to the E-mail that told you he had sent you a PM, that doesn't get back to them.  You have to reply to the PM with a PM.

 

*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.

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Dec 2, 2013 2:46:59 PM
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Voyager
I replied to them via private message....
I replied to them via private message....

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Dec 2, 2013 3:28:49 PM
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It could be that the Thanksgiving holiday has delayed the normal response time (1-2 business days)--if so, then you could probably expect a response within a day or two.  Otherwise, you could repeat a PM.  My experience with Customer Care was very good, and I imagine they are just a little backlogged.  I hope your issue is resolved.

"Everything should be made as simple as possible--but not simpler."
--Albert Einstein

It could be that the Thanksgiving holiday has delayed the normal response time (1-2 business days)--if so, then you could probably expect a response within a day or two.  Otherwise, you could repeat a PM.  My experience with Customer Care was very good, and I imagine they are just a little backlogged.  I hope your issue is resolved.

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Dec 3, 2013 5:37:17 AM
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Community Support

Hello Varhalla,

 

We apologize about the delay. We are investigating a facilities issue on your order that could prevent the installation of U-verse. We have sent you a private message with additional information.

 

Thank you,

 

SadathCS

ATTU-verseCare

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

Hello Varhalla,

 

We apologize about the delay. We are investigating a facilities issue on your order that could prevent the installation of U-verse. We have sent you a private message with additional information.

 

Thank you,

 

SadathCS

ATTU-verseCare

If you encounter any issues with your service or equipment, we 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.

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