Ask a question
Search in U-verse Forums

U-verse Forums

Reply
Posted Jun 11, 2013
12:49:50 PM
View profile
Uverse install delay - disappointing

When we moved, we were so excited that Uverse was in our area. We ordered service the day we moved in (5/31) through the online set up with an agenct via chat. I received a confirmation email with an order number and install date of 6/6. On 6/5, I realize I still haven't received an install confirmation so I call AT&T. Turns out my order was never processed. The lady I spoke with apologized and said the order had to be redone even though I had an order number and confirmation. I was given a new install date of 6/11. She transferred me to customer specialist ot see if they can honor my original installation date. I spoke with another lady who tried to be helpful and accepted teh fact that it was AT&T's fault due to a glitch in their system, but there was nothing she could do. We spoke to dispatch, the engineering department, everyone possible. There were issues with the cables so they kept the 6/11 date. Well, today (6/11) the technician shows up to do the installation and no can do. He is not getting signal because there is something wrong with the cables. Ummm....that was the reason they couldn't install last week! So no one worked ont heose cables, even though they said they were. Now, they don't know when they willg et this fixed. I've read other posts about similar situations, so I know I'm not alone. I don't understand how a company like AT&T can say they are offering a service that they are not ready to offer. You are not the only company out there and this is the reason people go elsewhere. You are making promises you can't keep. Worst part is that I'm a huge advocate for AT&T U-verse. I've recommended it to others every chance I get. Now, I'm so disappointed and upset with the way AT&T is handling it, that I don't know. If anyone can help me get service faster, I'd greatly appreciate it. Otherwise, sorry AT&T, you will lose a few more customers. I don't want to wait another 2 weeks for service, when my neighbor who moved in after me already has service. =(

When we moved, we were so excited that Uverse was in our area. We ordered service the day we moved in (5/31) through the online set up with an agenct via chat. I received a confirmation email with an order number and install date of 6/6. On 6/5, I realize I still haven't received an install confirmation so I call AT&T. Turns out my order was never processed. The lady I spoke with apologized and said the order had to be redone even though I had an order number and confirmation. I was given a new install date of 6/11. She transferred me to customer specialist ot see if they can honor my original installation date. I spoke with another lady who tried to be helpful and accepted teh fact that it was AT&T's fault due to a glitch in their system, but there was nothing she could do. We spoke to dispatch, the engineering department, everyone possible. There were issues with the cables so they kept the 6/11 date. Well, today (6/11) the technician shows up to do the installation and no can do. He is not getting signal because there is something wrong with the cables. Ummm....that was the reason they couldn't install last week! So no one worked ont heose cables, even though they said they were. Now, they don't know when they willg et this fixed. I've read other posts about similar situations, so I know I'm not alone. I don't understand how a company like AT&T can say they are offering a service that they are not ready to offer. You are not the only company out there and this is the reason people go elsewhere. You are making promises you can't keep. Worst part is that I'm a huge advocate for AT&T U-verse. I've recommended it to others every chance I get. Now, I'm so disappointed and upset with the way AT&T is handling it, that I don't know. If anyone can help me get service faster, I'd greatly appreciate it. Otherwise, sorry AT&T, you will lose a few more customers. I don't want to wait another 2 weeks for service, when my neighbor who moved in after me already has service. =(

Uverse install delay - disappointing

1,063 views
8 replies
(0) Me too
(0) Me too
Reply
View all replies
(8)
0
(0)
  • Rate this reply
View profile
Jun 11, 2013 1:27:08 PM
0
(0)
ACE - Master

I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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.

Re: Uverse install delay - disappointing

2 of 9 (1,057 Views)
0
(0)
  • Rate this reply
View profile
Jun 11, 2013 1:32:36 PM
0
(0)
Teacher

The whole thing is a pile of crap. Best to get something else. Nothing but trouble here for two years. The idea of a single box acting as router, modem, controlling TV and phone is simply crazy. I'm on my third gateway have had maybe 10 service calls and still have a useless service. Often have to reset the tv boxes, reboot the gateway 3-4 times a week, etc.Techs have checked the line multiple times and it IS NOT THE HOUSE WIRING, it's that awful gateway.

Rgrds-Ross

The whole thing is a pile of crap. Best to get something else. Nothing but trouble here for two years. The idea of a single box acting as router, modem, controlling TV and phone is simply crazy. I'm on my third gateway have had maybe 10 service calls and still have a useless service. Often have to reset the tv boxes, reboot the gateway 3-4 times a week, etc.Techs have checked the line multiple times and it IS NOT THE HOUSE WIRING, it's that awful gateway.

Rgrds-Ross

Re: Uverse install delay - disappointing

3 of 9 (1,052 Views)
0
(0)
  • Rate this reply
View profile
Jun 11, 2013 10:57:21 PM
0
(0)
ACE - Master

Sorry, but you might want to try another TV service and see if they are happy with YOU!!

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

Sorry, but you might want to try another TV service and see if they are happy with YOU!!

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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.

Re: Uverse install delay - disappointing

4 of 9 (1,024 Views)
0
(0)
  • Rate this reply
View profile
Jun 14, 2013 8:46:54 AM
0
(0)
Tutor

Just wait until you need to call to have it moved - talk about a nightmare.

Just wait until you need to call to have it moved - talk about a nightmare.

Re: Uverse install delay - disappointing

5 of 9 (986 Views)
0
(0)
  • Rate this reply
View profile
Jun 14, 2013 10:23:28 AM
0
(0)
ACE - Expert

woodbourne wrote:

The whole thing is a pile of crap. Best to get something else. Nothing but trouble here for two years. The idea of a single box acting as router, modem, controlling TV and phone is simply crazy. I'm on my third gateway have had maybe 10 service calls and still have a useless service. Often have to reset the tv boxes, reboot the gateway 3-4 times a week, etc.Techs have checked the line multiple times and it IS NOT THE HOUSE WIRING, it's that awful gateway.

Rgrds-Ross


Actually if you have a coax install, that could be the source of all your problems.  One loose coax connection can cause system-wide freezing and pixelization.   Other things can be caused by other coax problems.

 

So you now know what you think is not occurring in the home wiring, just may be happening. Smiley Wink

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

 


woodbourne wrote:

The whole thing is a pile of crap. Best to get something else. Nothing but trouble here for two years. The idea of a single box acting as router, modem, controlling TV and phone is simply crazy. I'm on my third gateway have had maybe 10 service calls and still have a useless service. Often have to reset the tv boxes, reboot the gateway 3-4 times a week, etc.Techs have checked the line multiple times and it IS NOT THE HOUSE WIRING, it's that awful gateway.

Rgrds-Ross


Actually if you have a coax install, that could be the source of all your problems.  One loose coax connection can cause system-wide freezing and pixelization.   Other things can be caused by other coax problems.

 

So you now know what you think is not occurring in the home wiring, just may be happening. Smiley Wink

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

 

*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.

Re: Uverse install delay - disappointing

6 of 9 (973 Views)
0
(0)
  • Rate this reply
View profile
Jan 7, 2014 12:25:40 PM
0
(0)
Contributor

When I moved from one address in the Dallas area to another & wanted to transfer uVerse service I was told I'd have it on Nov. 30.  The new construction subdivision was already prewired for uVerse.  It has now been six weeks (today is Jan. 7), and three cancelled installation dates have come and gone with no firm installation date yet set and no clear expanation for the difficulty.  I'm simply told that there are unspecified "engineering issues."  I'm now promised a call on 1/7 (today) by the customer service unit that was recommended in AT&T's reply to the initial post. No call yet today but even if they did call and even if they provided a firm date, why should I believe them?  I've been dealing with them since early December.

Because we were relying on bundled uVerse service, my family had no TV,  landline phone, or Internet other than data service through our often-dropped-call AT&T wireless service through the holidays.  AT&T has promised to reimburse me for the additional wireless data charges, but we'll see if they even follow through on that.

To make matters worse, I've received three glossy marketing mailings from uVerse at my new address urging me to sign up because uVerse is available in my area!  These mailings seem to be deceptive trade practices under the Texas Deceptive Trade Practices Act, if not outright mail fraud.

Because the State of Texas took over cable franchising from local governments, and in the process eliminated local government requirements that cable companies build out to serve all areas in a franchising city, the local cable company does not serve my area.  AT&T therefore has a virtual monopoly and appears to be exercising monopoly power.  I don't want DirectTV antenna on my roof, & my developer sure doesn't want it, but that may be my only choice, even though this will require separate payments for Internet & landline service.  As I said, AT&T appears to be taking advantage of its monopoly position.

 

When I moved from one address in the Dallas area to another & wanted to transfer uVerse service I was told I'd have it on Nov. 30.  The new construction subdivision was already prewired for uVerse.  It has now been six weeks (today is Jan. 7), and three cancelled installation dates have come and gone with no firm installation date yet set and no clear expanation for the difficulty.  I'm simply told that there are unspecified "engineering issues."  I'm now promised a call on 1/7 (today) by the customer service unit that was recommended in AT&T's reply to the initial post. No call yet today but even if they did call and even if they provided a firm date, why should I believe them?  I've been dealing with them since early December.

Because we were relying on bundled uVerse service, my family had no TV,  landline phone, or Internet other than data service through our often-dropped-call AT&T wireless service through the holidays.  AT&T has promised to reimburse me for the additional wireless data charges, but we'll see if they even follow through on that.

To make matters worse, I've received three glossy marketing mailings from uVerse at my new address urging me to sign up because uVerse is available in my area!  These mailings seem to be deceptive trade practices under the Texas Deceptive Trade Practices Act, if not outright mail fraud.

Because the State of Texas took over cable franchising from local governments, and in the process eliminated local government requirements that cable companies build out to serve all areas in a franchising city, the local cable company does not serve my area.  AT&T therefore has a virtual monopoly and appears to be exercising monopoly power.  I don't want DirectTV antenna on my roof, & my developer sure doesn't want it, but that may be my only choice, even though this will require separate payments for Internet & landline service.  As I said, AT&T appears to be taking advantage of its monopoly position.

 

Re: Uverse install delay - disappointing

7 of 9 (714 Views)
0
(0)
  • Rate this reply
View profile
Jan 7, 2014 4:12:39 PM
0
(0)
ACE - Guru
 
*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.

Re: Uverse install delay - disappointing

8 of 9 (699 Views)
0
(0)
  • Rate this reply
View profile
Jan 7, 2014 4:14:12 PM
0
(0)
ACE - Guru
You could you try an over the air antenna to get local tv stations.
You could you try an over the air antenna to get local tv stations.
*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.

Re: Uverse install delay - disappointing

9 of 9 (698 Views)
Advanced
You must be signed in to add attachments
Share this post
Share this post