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Posted Apr 9, 2014
2:12:46 PM
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What can I do about very poor services?

I had Uverse TV, phone, and internet installed a month ago. The installation was very unprofessionally done, resulting in damage to the exterior of my house. Technician two came out two days later and finished the installation enough to get some services working. A week later, technician 3 came out and replaced the modem and router, stating that they were damaged, and that replacing the equipment would finally give me internet. Technician 4 installed a third modem and router a few days later. 

 

As of this past Monday, I have no phone, and as of this morning, no internet. Even when the internet is working, it is so slow that it is almost unusable. I use my cell phone as a hot spot for faster internet. 

 

I called the hotline many times, and most recently, was told that my modem is bad and needs replacing. Really?!?!?!

 

What do I need to do? Who do I need to contact? I just want to get this stuff working, especially since I am now past my trial period. 

I had Uverse TV, phone, and internet installed a month ago. The installation was very unprofessionally done, resulting in damage to the exterior of my house. Technician two came out two days later and finished the installation enough to get some services working. A week later, technician 3 came out and replaced the modem and router, stating that they were damaged, and that replacing the equipment would finally give me internet. Technician 4 installed a third modem and router a few days later. 

 

As of this past Monday, I have no phone, and as of this morning, no internet. Even when the internet is working, it is so slow that it is almost unusable. I use my cell phone as a hot spot for faster internet. 

 

I called the hotline many times, and most recently, was told that my modem is bad and needs replacing. Really?!?!?!

 

What do I need to do? Who do I need to contact? I just want to get this stuff working, especially since I am now past my trial period. 

What can I do about very poor services?

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Apr 9, 2014 3:05:10 PM
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Employee

I think at this point you may try to handle this at a local level. Did any of the techs leave a card with a number or a number for their manager? If so call directly , if you cannot get the tech to answer then call customer service and get the managers number for the tech in question. I dont know what the policy is but i know ive gotten calls from customers that were given my number through customer service. Also send David a message from this site hes a little too good at his job getting stuff fixed Smiley Very Happy

I think at this point you may try to handle this at a local level. Did any of the techs leave a card with a number or a number for their manager? If so call directly , if you cannot get the tech to answer then call customer service and get the managers number for the tech in question. I dont know what the policy is but i know ive gotten calls from customers that were given my number through customer service. Also send David a message from this site hes a little too good at his job getting stuff fixed Smiley Very Happy

*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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Apr 11, 2014 8:55:39 AM
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Community Manager

Hello @mbondi 

 

I'm sorry about all the issues with your service, we have a team of amazing U-Verse specialists here (David is one of them) that can help you with that! Please send us a private message by clicking here, please include your full name, phone number, account number and the best time you can be reached.

 

Thank you,

Dmitriy


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Hello @mbondi 

 

I'm sorry about all the issues with your service, we have a team of amazing U-Verse specialists here (David is one of them) that can help you with that! Please send us a private message by clicking here, please include your full name, phone number, account number and the best time you can be reached.

 

Thank you,

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: What can I do about very poor services?

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Apr 11, 2014 9:29:29 AM
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I have been calling and leaving voicemails with the local area instalation supervisor. Over a month without a response. If the techs that visited my house are any indication...AT&T is just hiring the cheapest labor that they can find. There is absolutely no "quality" to the technical support and installation crew at the local level.

I have been calling and leaving voicemails with the local area instalation supervisor. Over a month without a response. If the techs that visited my house are any indication...AT&T is just hiring the cheapest labor that they can find. There is absolutely no "quality" to the technical support and installation crew at the local level.

Re: What can I do about very poor services?

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Apr 11, 2014 9:29:56 AM
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Mentor

PM sent

PM sent

Re: What can I do about very poor services?

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Apr 11, 2014 2:23:25 PM
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Mentor

I just found out that my service appointment scheduled for Sunday morning was cancelled without my request, approval, or knowledge. You guys are awesome!

 

I think I am ready to cancel this sevice.

 

 

I just found out that my service appointment scheduled for Sunday morning was cancelled without my request, approval, or knowledge. You guys are awesome!

 

I think I am ready to cancel this sevice.

 

 

Re: What can I do about very poor services?

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Apr 11, 2014 2:58:27 PM
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I am told that my appointments will be cancelled due to too many appointments within the last month...so I am being penalized because the AT&T techinicians don't have their crap together, and the re-conditioned equipment that was installed was not in proper working order. 

 

Great job, AT&T! Way to take care of your customers! 

I am told that my appointments will be cancelled due to too many appointments within the last month...so I am being penalized because the AT&T techinicians don't have their crap together, and the re-conditioned equipment that was installed was not in proper working order. 

 

Great job, AT&T! Way to take care of your customers! 

Re: What can I do about very poor services?

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Apr 13, 2014 5:17:28 AM
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And now the credit I was given earlier in the week just disappeared. AT&T is expecting me to pay full amount for this terrible excuse for services.
And now the credit I was given earlier in the week just disappeared. AT&T is expecting me to pay full amount for this terrible excuse for services.

Re: What can I do about very poor services?

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Apr 13, 2014 1:45:37 PM
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Is there anyone on here that can help me?
Is there anyone on here that can help me?

Re: What can I do about very poor services?

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Apr 13, 2014 2:32:57 PM
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ACE - Expert

Your best bet is to send another PM to AT&T logoU-verse Customer Service link 

Your best bet is to send another PM to AT&T logoU-verse Customer Service link 

*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: What can I do about very poor services?

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Apr 14, 2014 7:11:02 AM
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Community Support

 

Hi mbondi,

 

We're sorry about the issues you had with the installation and your services being interrupted. We received your Private Message and look forward to getting everything resolved. We will continue working with the technicians in your area to ensure your services are restored. Please check your inbox in the community for further updates.

 

 

SadathCS

ATTU-verseCare  

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

 

Hi mbondi,

 

We're sorry about the issues you had with the installation and your services being interrupted. We received your Private Message and look forward to getting everything resolved. We will continue working with the technicians in your area to ensure your services are restored. Please check your inbox in the community for further updates.

 

 

SadathCS

ATTU-verseCare  

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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: What can I do about very poor services?

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Apr 18, 2014 1:56:05 PM
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Edited by fergus11 on Apr 18, 2014 at 1:57:29 PM

I wish I had read this before I signed up.  I responded to a $19.95 ad for HIGH SPEED U-Verse internet.  I've had it for 5 days.  The speed is so slow I can't open a web page.  AT&T billed me $11.00 a month more than the agreed upon price.  

The technician tells me a PING of 31 ms is normal for 768K.  I should not expect to be able to open something as big as a Facebook page.  I don't remember being asked what band width I wanted when I placed the order.  Why would AT&T knowingly sell and install something they know won't work?  I've invested almost $200 for an AT&T Modem and installation and don't know what to do next.

I'm locked into something that doesn't work.  Any advice? 

I wish I had read this before I signed up.  I responded to a $19.95 ad for HIGH SPEED U-Verse internet.  I've had it for 5 days.  The speed is so slow I can't open a web page.  AT&T billed me $11.00 a month more than the agreed upon price.  

The technician tells me a PING of 31 ms is normal for 768K.  I should not expect to be able to open something as big as a Facebook page.  I don't remember being asked what band width I wanted when I placed the order.  Why would AT&T knowingly sell and install something they know won't work?  I've invested almost $200 for an AT&T Modem and installation and don't know what to do next.

I'm locked into something that doesn't work.  Any advice? 

Re: What can I do about very poor services?

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Apr 29, 2014 1:49:31 PM
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Community Manager

Hello @fergus11 

 

Sounds like you have the most basic plan at the moment. If you want to, our team can check to see if there are any faster plans available at your address. You can send us a private message by clicking here. Please include your full name, phone number, account number and the best time you can be reached.

 

Thank you,

Dmitriy


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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.

Hello @fergus11 

 

Sounds like you have the most basic plan at the moment. If you want to, our team can check to see if there are any faster plans available at your address. You can send us a private message by clicking here. Please include your full name, phone number, account number and the best time you can be reached.

 

Thank you,

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: What can I do about very poor services?

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Apr 29, 2014 2:10:16 PM
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Fergus11 -  Don't waste your time sending private messages on here. After countless email to and from an employee, I was told that these "technicians" can't do anything to help. They will just have you call the generic call center in India, and deal with the bottom tier phone answering team, who will transfer you to someone that will "promise" to help, but will drop the ball very quickly. From there, you will call back numerous times and get the run around until you can no longer cancel you services and are left with no internet, phone, or television...plus a monthly bill that is higher than promised and a hole in the side of your house from where the Uverse installer screwed up.

 

Good luck!

Fergus11 -  Don't waste your time sending private messages on here. After countless email to and from an employee, I was told that these "technicians" can't do anything to help. They will just have you call the generic call center in India, and deal with the bottom tier phone answering team, who will transfer you to someone that will "promise" to help, but will drop the ball very quickly. From there, you will call back numerous times and get the run around until you can no longer cancel you services and are left with no internet, phone, or television...plus a monthly bill that is higher than promised and a hole in the side of your house from where the Uverse installer screwed up.

 

Good luck!

Re: What can I do about very poor services?

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Apr 30, 2014 8:32:13 AM
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Community Manager

Every case is unique, and our specialists go to great lengths to resolve all issues, as long as users make an attempt to work with us as well. As such, we encourage users to send us private messages so our team can work with them to find an acceptable solution.

 

Thanks,

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.

Every case is unique, and our specialists go to great lengths to resolve all issues, as long as users make an attempt to work with us as well. As such, we encourage users to send us private messages so our team can work with them to find an acceptable solution.

 

Thanks,

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.

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