I signed up for U-Verse internet connection in February 2013, around mid April my AT&T phone line went down completely, had no dial tone and the internet also went down. Called customer service, they couldn't send technician until the next day. I need internet connection for my online business and my son had school assignment due the next day, so I had to pay CLEAR $36 to get internet connection right away. The next day both land line and U-verse were fixed. Then about 3 weeks later both land line & U-verse internet went down again. Same thing, couldn't sent technician till the next day. Unfortunately, when it happened the 3rd time they couldn't find a schedule for their technician to come when I'm home, so my land line & internet were down for 3 days and again I had to pay CLEAR for internet access. Technician came and without asking for my permission just changed the inside house phone jack and billed me for $55.
It only worked for a couple weeks before everything went down again, I have had enough. Instead of saving money I end up paid a lot more by going to U-Verse. So disappointed with AT&T can't even find/fix the problem in 4 tries? All they did was guessing and doing trial and error on my expense.
So I cancelled U-Verse, the customer support told me a technician will come to fix my land line between 2-6 PM the next day and I have to be home. Cancelled all my appointment to wait for AT&T technician, when nobody show up by 5:30 PM I called them. I was so furious when they told me they don't have a technician scheduled to come to my house that day. The earliest they can send technician would be the next day between 2-6 PM. Since I cancelled U-Verse, my land line has been working fine just the way it was before I got U-Verse.
I sent them a complaint letter to get credit for the $55 charged for the in-house phone jack that didn't solve the U-Verse problem and not to charge me early termination fee because their U-Verse did not work.
Guess what, they completely ignored my request; didn't respond to my complaint and charged my credit card $120 penalty. I sent them a 2nd letter and I still haven't heard anything from AT&T.
Re: Why do I have to pay penalty for broken U-Verse
Since this is account specific 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.
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