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worst customer service experience EVER


worst customer service experience EVER


Today at 12:13 PM

Good afternoon,


I am writing this to let you know that in my 28years on this Earth, the past week dealing with you guys has been HANDS DOWN without a doubt the worse customer service experience I’ve ever seen.  Let me give you a quick recap. 


Friday October 25th my wife and I called to set up a transfer of service from out apartment to our home we purchased.  We have had Uverse cable and internet for several years, and love the service by the way.  We spoke to a very nice lady who took down all of our information about the new address, the new services we were adding, etc. and told us it would all be set up the following Monday (the 28th) once the previous homeowner (who also had uverse) had cancelled his service.  Sunday we realized nobody ever told us a time to be there so we called back to find out and were told there was no record of us ever calling in the first place, and that we’d need to call back Monday.  On Monday we called again and were told AGAIN that there was no record us EVER calling.  We went through the entire conversation again and explained what we needed.  We were told AGAIN that the prior homeowner needed to shut off his service before you could send someone out.  So I called the previous homeowner myself and he informed me his service had been shut off for A WEEK already.  So we called you guys back and were told again that they didn’t know who we were and had no record of us calling.  By now we’re on person#5.  Finally, we were able to get a “senior agent” on the phone who informed us we’d been speaking to the wrong department all along and that we needed to speak to a fiber optic specialist since our neighborhood was wired for it.  They transferred me to that person and she informed me AGAIN that they couldn’t do anything until his service was shut off.  Sooo we went through the whole ordeal AGAIN!!!!!  Finally she realized his was already shut off.  Then we were informed that the soonest someone could come to our house was Friday November 1st.  Also, throughout this entire situation, when we call your 800#, the recording says “we show you have one order”, it also says”it’s scheduled to be completed by the end of the day today”.  Then when someone picks up they have no record of us even calling.  How is that even possible?   Anyway, back to the problem.  After I spoke to your fiberoptic specialist, my wife wasn’t very happy about waiting until Friday and rightfully so.  So she called back to see if there was a way to get it set up any faster.  This person told her that they were supposed to have someone out to our house that same evening but it was delayed because of the previous homeowners service not being cancelled, which we had already discovered THREE TIMES wasn’t accurate.  The lady said that it was too late to send someone, but they’d try to get someone out tomorrow (Tuesday).  I went on your website to chat w/someone today to get an eta and AGAIN was informed that Friday would be the fastest you could get someone out, and that now all of a sudden it would have to be in the middle of the day WHEN WE HAVE TO WORK, after we were already told someone could come after hours. 


I have LITERALLY spoken to or been transferred to ELEVEN different people just to get my service transferred to a new address, and all 11 have given me a completely different answer.  You would think that I were asking you guys to set up service on the moon or something.  I don’t understand why this is so difficult.  Not only did we call ahead of time, but we followed YOUR instructions EXACTLY as they were given to us on how to set up a transfer.  It was supposed to be done Monday, but now I have to wait until Friday, and apparently will have to use a vacation day at my job to do it.  Why in the world am i being penalized because you guys made a mistake on your end????  I’ve had 3 different people try to offer me a $25 gift card for my troubles.  I WANT MY SERVICE TURNED ON, and $25 doesn’t even begin to make me feel any better about this situation.  I am currently paying for service I cant even use.  I wish you could see and understand how absolutely furious I am with you people.  I’ve never in my life experienced anything like this.  What ever happened to good customer service?  When you guys realized that it was YOUR mistake, I should have been made a priority, and not put at the back of the line, and not told “there’s nothing we can do”.  I can’t wrap my mind around the fact that apparently NOBODY within your company sees this as a problem.   Unfortunately for me, my whole neighborhood is wired for AT&T so I don’t have much of a choice in provider.  I could get satellite, but the service isn’t very good.  If I did cancel clearly nobody would care anyway.  As I stated before, I love your services.  I’ve had my cell phone w/you for 10yrs. My wife’s is through you guys also.  We’ve had uverse for probably 4-5yrs.  All told, we give you guys over $300 a month which by my estimation is A LOT OF MONEY, and this is the treatment we get in return?!?!?!?! The way you guys treat people is absolutely unacceptable.  I’m sure that nobody will ever read this, and if they do, I’m sure they won’t respond or even care (just like the 3 supervisors I’ve been waiting to call me back that never did), but at least I tried. 




A misearble At&t customer

Message 1 of 5
ACE - Guru

Re: worst customer service experience EVER

Wow thats terrible. Try this!

     I would recommend that you send a Private Message to Community SupportATTCustomerCare is part of the AT&T customer service team, They may be able to resolve your Issue. You can expect a reply via return PM(Blue envelope top right of screen) between the hours of 7am-10pm CST Monday - Friday, should hear back within 2 to 3 business days.



*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.
Message 2 of 5
Community Support

Re: worst customer service experience EVER

Hi jshaw_85,


I am so sorry about your experiences so far with trying to move your AT&T U-verse Services. I will be sending you a private message to get your account information so we can get this matter handled.


-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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.
Message 3 of 5

Re: worst customer service experience EVER

haha lol..sounds like what I went through these past few days- worst

 customer its so bad its making me laugh now

Message 4 of 5
Community Support

Re: worst customer service experience EVER


We are sorry for your inconvenience. We will be glad to help. Please send us a detailed message by clicking here. Be sure to include your name, 9 digit U-verse account number, phone number, and the best time to reach you.

We will get back to you as soon as possible via email. In the meantime, let us know if you have any other questions or concerns!




Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply sign in, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

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.
Message 5 of 5
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