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Posted Mar 2, 2011
11:47:31 AM
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Unable to Change Services Online

Is anyone else unable to make changes to their U-verse services online?  For the past couple of weeks, selecting the Change Plan hyperlink on the My Services page after logging into my account results in the following message:

 

  • UCKH12: We’re sorry, but we are unable to process your transaction at this time. To make any changes to your account, please contact us at 1-877-449-4407, 7 a.m. to 9 p.m. CT Monday through Friday, 7 a.m. to 4 p.m. CT Saturday and Sunday.

Is anyone else unable to make changes to their U-verse services online?  For the past couple of weeks, selecting the Change Plan hyperlink on the My Services page after logging into my account results in the following message:

 

  • UCKH12: We’re sorry, but we are unable to process your transaction at this time. To make any changes to your account, please contact us at 1-877-449-4407, 7 a.m. to 9 p.m. CT Monday through Friday, 7 a.m. to 4 p.m. CT Saturday and Sunday.
*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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Jul 11, 2011 2:57:59 PM
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Employee

New information... beside the regular information be sure to answer this question as well

 

 

  • What service was you using when you got the error

Ex: "logged in, clicked manage DVR, got error"

Another example

Ex: " logged in via the website at this link and got the error below"

 


*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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Unable to Change Services Online

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Oct 25, 2011 5:25:37 AM
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I have in the past and am once again (for a few days now) getting the

 

UCKH12: We're sorry, but we are unable to process your transaction at this time. To make any changes to your account, please contact us at 1-877-449-4407, 7 a.m. to 9 p.m. CT Monday through Friday, 7 a.m. to 4 p.m. CT Saturday and Sunday.

 

 error.  I may be wrong, but am quite convinced that the problem arises if you log onto the site and do some "what if" testing - what if I change my TV plan to this or my Internet plan to that - and then logout or close the browser window without properly cancelling the preview order.

 

One might think this is caused by a cookie remnant, however that is not the case as I get the error even if using a different browser (different cookie cache) or even an entirely different PC.

 

Whatever causes it, it is a royal pain and I am amzed that AT&T hasn't fixed this in the several years it seems the issue has existed.  Reminds me of Microsoft allowing a well-known bug in Windows Calculator to persist for years and through multiple releases of Windows...

I have in the past and am once again (for a few days now) getting the

 

UCKH12: We're sorry, but we are unable to process your transaction at this time. To make any changes to your account, please contact us at 1-877-449-4407, 7 a.m. to 9 p.m. CT Monday through Friday, 7 a.m. to 4 p.m. CT Saturday and Sunday.

 

 error.  I may be wrong, but am quite convinced that the problem arises if you log onto the site and do some "what if" testing - what if I change my TV plan to this or my Internet plan to that - and then logout or close the browser window without properly cancelling the preview order.

 

One might think this is caused by a cookie remnant, however that is not the case as I get the error even if using a different browser (different cookie cache) or even an entirely different PC.

 

Whatever causes it, it is a royal pain and I am amzed that AT&T hasn't fixed this in the several years it seems the issue has existed.  Reminds me of Microsoft allowing a well-known bug in Windows Calculator to persist for years and through multiple releases of Windows...

Re: Unable to Change Services Online

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Oct 25, 2011 6:05:37 PM
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Edited by spd2demun on Oct 25, 2011 at 6:05:58 PM

Try contacting Alex, one of the Community Managers for further assistance.  Maybe he can also get this noticed by the right person. Smiley Wink

Try contacting Alex, one of the Community Managers for further assistance.  Maybe he can also get this noticed by the right person. Smiley Wink

Re: Unable to Change Services Online

[ Edited ]
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Oct 27, 2011 5:04:14 AM
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eStatic wrote:
I had the same problem until I switched from IE or Firefox x64 to Internet Explorer x86 (32 bit) browser... and had to use Compatibility mode. After I did that I was able to change my subscription.

I use only 32-bit browsers, primarily due to lack of Adobe Flash support for 64-bit (although I see that that has recently - finally! - been resolved).

 

At this moment, I cannot access any "Change plan" function with IE8 /32, Firefox/32, Chrome/32, Safari, nor IE8/64.  The problem is identical on Windows 7/64, Vista/64, and XP-PRO/32 PCs I have tested on.

 

As noted by others, the problem seems to be entirely on AT&T's end; an interaction between the website coding and the customer database.  It clearly does not appear to be related to anything at the user end...


eStatic wrote:
I had the same problem until I switched from IE or Firefox x64 to Internet Explorer x86 (32 bit) browser... and had to use Compatibility mode. After I did that I was able to change my subscription.

I use only 32-bit browsers, primarily due to lack of Adobe Flash support for 64-bit (although I see that that has recently - finally! - been resolved).

 

At this moment, I cannot access any "Change plan" function with IE8 /32, Firefox/32, Chrome/32, Safari, nor IE8/64.  The problem is identical on Windows 7/64, Vista/64, and XP-PRO/32 PCs I have tested on.

 

As noted by others, the problem seems to be entirely on AT&T's end; an interaction between the website coding and the customer database.  It clearly does not appear to be related to anything at the user end...

Re: Unable to Change Services Online

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Nov 2, 2011 11:41:06 AM
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Teacher

So, after a week or so of

 

UCKH12: We're sorry, but we are unable to process your transaction at this time. To make any changes to your account, please contact us at 1-877-449-4407, 7 a.m. to 9 p.m. CT Monday through Friday, 7 a.m. to 4 p.m. CT Saturday and Sunday.

 

I was finally able to log onto the att.com site and modify my U-Verse TV plan (downgrade from U300 to U200) and my Internet plan (upgrade from Elite to Max).  This was yesterday morning.

 

Today, more than 24 hours later, I see no changes in my actual service for either TV nor Internet.  If I log on to att.com and check "My Orders" it tells me that no orders can be found.

 

How can I tell if my order actually got entered into the system?  How long does it take to process simple changes such as requested here?

 

So, after a week or so of

 

UCKH12: We're sorry, but we are unable to process your transaction at this time. To make any changes to your account, please contact us at 1-877-449-4407, 7 a.m. to 9 p.m. CT Monday through Friday, 7 a.m. to 4 p.m. CT Saturday and Sunday.

 

I was finally able to log onto the att.com site and modify my U-Verse TV plan (downgrade from U300 to U200) and my Internet plan (upgrade from Elite to Max).  This was yesterday morning.

 

Today, more than 24 hours later, I see no changes in my actual service for either TV nor Internet.  If I log on to att.com and check "My Orders" it tells me that no orders can be found.

 

How can I tell if my order actually got entered into the system?  How long does it take to process simple changes such as requested here?

 

Did my TV/Internet plan modifications "take"?

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Nov 2, 2011 11:51:52 AM
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ACE - Expert

No, per the error message the order was not entered.  You will need to call Customer Support to make the change.

 

Also, contact  David about the error message.

No, per the error message the order was not entered.  You will need to call Customer Support to make the change.

 

Also, contact  David about the error message.

*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: Did my TV/Internet plan modifications "take"?

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Nov 2, 2011 12:11:36 PM
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Edited by UverseUser1951 on Nov 2, 2011 at 12:12:25 PM

texasguy37 wrote:

No, per the error message the order was not entered.  You will need to call Customer Support to make the change.

 

Also, contact  David about the error message.


 

You misunderstood.

 

I had been getting the error message for a week or so.  I did contact David.  After a few more days, the error message (when I clicked on any "Change Plan" link) has gone away.  Finally, yesterday, I was able to log on normally, click a Change Plan link, and go through all the normal steps necessary to change my plan.

 

I got to the page with the newly updated "Summary of Changes", printed it for my records, and then proceeded to "Checkout" after which I received a confirmation message.

 

The point of all this is, this entire system is an embarrassment.  Web sites that don't function correctly.  Customer Service that is anything but.

 

Frankly, the only time I am happy with U-Verse is when I go for months just accepting it as it is.  But, God Forbid I should get the urge to change my plan in any way or (Grrrr!!!) have a billing issue that needs resolving...

 

Moderator: I don't think moving my post to this thread was required.  As pointed out above, this is not about the already resolved error message.


texasguy37 wrote:

No, per the error message the order was not entered.  You will need to call Customer Support to make the change.

 

Also, contact  David about the error message.


 

You misunderstood.

 

I had been getting the error message for a week or so.  I did contact David.  After a few more days, the error message (when I clicked on any "Change Plan" link) has gone away.  Finally, yesterday, I was able to log on normally, click a Change Plan link, and go through all the normal steps necessary to change my plan.

 

I got to the page with the newly updated "Summary of Changes", printed it for my records, and then proceeded to "Checkout" after which I received a confirmation message.

 

The point of all this is, this entire system is an embarrassment.  Web sites that don't function correctly.  Customer Service that is anything but.

 

Frankly, the only time I am happy with U-Verse is when I go for months just accepting it as it is.  But, God Forbid I should get the urge to change my plan in any way or (Grrrr!!!) have a billing issue that needs resolving...

 

Moderator: I don't think moving my post to this thread was required.  As pointed out above, this is not about the already resolved error message.

Re: Did my TV/Internet plan modifications "take"?

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Nov 2, 2011 12:21:57 PM
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ACE - Expert

UverseUser1951 wrote:

You misunderstood.

 

I had been getting the error message for a week or so.  I did contact David.  After a few more days, the error message (when I clicked on any "Change Plan" link) has gone away.  Finally, yesterday, I was able to log on normally, click a Change Plan link, and go through all the normal steps necessary to change my plan.

 

I got to the page with the newly updated "Summary of Changes", printed it for my records, and then proceeded to "Checkout" after which I received a confirmation message.

 

The point of all this is, this entire system is an embarrassment.  Web sites that don't function correctly.  Customer Service that is anything but.

 

Frankly, the only time I am happy with U-Verse is when I go for months just accepting it as it is.  But, God Forbid I should get the urge to change my plan in any way or (Grrrr!!!) have a billing issue that needs resolving...

 

Moderator: I don't think moving my post to this thread was required.  As pointed out above, this is not about the already resolved error message.


Did you receive an confirmation email?  If not, I would suggest trying to make the change again online.  If an order is still being processed, no online changes would be allowed.


UverseUser1951 wrote:

You misunderstood.

 

I had been getting the error message for a week or so.  I did contact David.  After a few more days, the error message (when I clicked on any "Change Plan" link) has gone away.  Finally, yesterday, I was able to log on normally, click a Change Plan link, and go through all the normal steps necessary to change my plan.

 

I got to the page with the newly updated "Summary of Changes", printed it for my records, and then proceeded to "Checkout" after which I received a confirmation message.

 

The point of all this is, this entire system is an embarrassment.  Web sites that don't function correctly.  Customer Service that is anything but.

 

Frankly, the only time I am happy with U-Verse is when I go for months just accepting it as it is.  But, God Forbid I should get the urge to change my plan in any way or (Grrrr!!!) have a billing issue that needs resolving...

 

Moderator: I don't think moving my post to this thread was required.  As pointed out above, this is not about the already resolved error message.


Did you receive an confirmation email?  If not, I would suggest trying to make the change again online.  If an order is still being processed, no online changes would be allowed.

*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: Did my TV/Internet plan modifications "take"?

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Nov 9, 2011 6:32:44 AM
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I have quite frankly given up on this. I had the problem ever since I re-added TV some months ago. I contacted support using David's directions in August and went back and forth with a higer level tech who basically told me "we are working on it". I sent another note about it ten days ago and was told the exact same thing.

 

I know this has been repeated here, but the concept that a big communications company that offers internet services can't solve a specific problem after 2 and a half months is silly to me.

 

I know I can call in, but the whole purpose of having the ability to do something online is to avoid having to do this!

 

I have quite frankly given up on this. I had the problem ever since I re-added TV some months ago. I contacted support using David's directions in August and went back and forth with a higer level tech who basically told me "we are working on it". I sent another note about it ten days ago and was told the exact same thing.

 

I know this has been repeated here, but the concept that a big communications company that offers internet services can't solve a specific problem after 2 and a half months is silly to me.

 

I know I can call in, but the whole purpose of having the ability to do something online is to avoid having to do this!

 

Re: Did my TV/Internet plan modifications "take"?

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Nov 9, 2011 8:20:47 AM
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I've pretty much given up; the level of frustration is just one notch too high for me.

 

Comcast is coming out next Tuesday to install Xfinity TV and Internet.  I know, I know - they aren't perfect either, but it is time to move on (it helps that I will be saving a chunk of money for at least the first 24 months).

 

 

 

I've pretty much given up; the level of frustration is just one notch too high for me.

 

Comcast is coming out next Tuesday to install Xfinity TV and Internet.  I know, I know - they aren't perfect either, but it is time to move on (it helps that I will be saving a chunk of money for at least the first 24 months).

 

 

 

Re: Did my TV/Internet plan modifications "take"?

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Jan 3, 2012 5:19:22 PM
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Almost an entire year later and I still am seeing UCKH12 messages.

Almost an entire year later and I still am seeing UCKH12 messages.

Re: Unable to Change Services Online

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Jan 9, 2012 7:06:37 AM
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Teacher

I'm having this error, myself. I rarely log in and don't make changes but I'm thinking about upgrading my internet speed. I also call the 800-288-2020 number and get the "closed office" message. What time zone are they? It's 9am Central and they're closed?

 

So it seems like this error message has been a problem for many people for a long time. What is the work around?

I'm having this error, myself. I rarely log in and don't make changes but I'm thinking about upgrading my internet speed. I also call the 800-288-2020 number and get the "closed office" message. What time zone are they? It's 9am Central and they're closed?

 

So it seems like this error message has been a problem for many people for a long time. What is the work around?

Re: Unable to Change Services Online

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Jan 13, 2012 2:39:13 PM
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Voyager

I am (1) thrilled to have found this forum, so I know it is not just me who has been frustrated by this problem and (2) dismayed that AT&T has been unable to resolve a problem like this for over a year.  Having received the same error message UCKH12 since at least August, I called tech support to explain my problem.  After at least 5 or 6 calls, each time having to explain my problem from scratch and having to listen to all of their "solutions," all of which were tried and found wanting several times before, I was finally escalated to Tier 2 support.  I have notes of at least a dozen conversations I have had with a Tier 2 rep (never the same one twice), each time explaining my problem, error messages, etc. as if ATT tech support has never heard of this issue.  In October, one of these reps finally got an AOTS ticket (whatever that is) opened, but each time I check on the status, I am advised that "they are working on it but have no estimated time for resolution."

 

Assuming this is not a universal problem, I suspect my particular problem results from an "order" that remains in the system from September 2010 which the system shows as "in process." I was advised by one of my many Tier 2 reps that the system will not accept a new online order while an order is pending.  I have no order "in process" and I suspect that if they can ever delete this supposed "in process" order from the system, I will once again be able to make online changes to my service.  However, no Tier 2 rep has been able, over the past 3 months, to remove this order from my account on the system.

 

I have wasted countless hours waiting on the phone, going through menus and talking to reps, and the ATT reps have similarly wasted countless hours on the phone with me, with absolutely no progress so far.  My wife counsels me that I should just cancel the UVerse service (which, except for this issue, is a wonderful service), but I regard this as a matter of principle to see this through to a satisfactorily resolution.  I just cannot believe that a company the size of ATT cannot resolve a problem that many of their customers have been having for many, many months.

 

If I should make any progress in resolving my issue, I will certainly post it in this forum.  Thanks to all who have posted their own frustration with ATT over this matter.

I am (1) thrilled to have found this forum, so I know it is not just me who has been frustrated by this problem and (2) dismayed that AT&T has been unable to resolve a problem like this for over a year.  Having received the same error message UCKH12 since at least August, I called tech support to explain my problem.  After at least 5 or 6 calls, each time having to explain my problem from scratch and having to listen to all of their "solutions," all of which were tried and found wanting several times before, I was finally escalated to Tier 2 support.  I have notes of at least a dozen conversations I have had with a Tier 2 rep (never the same one twice), each time explaining my problem, error messages, etc. as if ATT tech support has never heard of this issue.  In October, one of these reps finally got an AOTS ticket (whatever that is) opened, but each time I check on the status, I am advised that "they are working on it but have no estimated time for resolution."

 

Assuming this is not a universal problem, I suspect my particular problem results from an "order" that remains in the system from September 2010 which the system shows as "in process." I was advised by one of my many Tier 2 reps that the system will not accept a new online order while an order is pending.  I have no order "in process" and I suspect that if they can ever delete this supposed "in process" order from the system, I will once again be able to make online changes to my service.  However, no Tier 2 rep has been able, over the past 3 months, to remove this order from my account on the system.

 

I have wasted countless hours waiting on the phone, going through menus and talking to reps, and the ATT reps have similarly wasted countless hours on the phone with me, with absolutely no progress so far.  My wife counsels me that I should just cancel the UVerse service (which, except for this issue, is a wonderful service), but I regard this as a matter of principle to see this through to a satisfactorily resolution.  I just cannot believe that a company the size of ATT cannot resolve a problem that many of their customers have been having for many, many months.

 

If I should make any progress in resolving my issue, I will certainly post it in this forum.  Thanks to all who have posted their own frustration with ATT over this matter.

Re: Unable to Change Services Online

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Jan 13, 2012 4:55:19 PM
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ACE - Expert

Send Alex a PM he is an ATT Commumity Manager on the forum.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

Send Alex a PM he is an ATT Commumity Manager on the forum.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

*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: Unable to Change Services Online

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Feb 8, 2012 12:02:19 PM
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Community Manager

Thank you sharing your experiences and best practices regarding this topic.  Since this is account specific, if you still need assistance, please send me a private message with your name, account number, phone number and the best time to contact you.  We'll get you in touch with the appropriate group.  Closing this thread for now since this has been thoroughly discussed.  We appreciate the feedback!

 

*To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

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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 here.

Keep in mind; 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.

Thank you sharing your experiences and best practices regarding this topic.  Since this is account specific, if you still need assistance, please send me a private message with your name, account number, phone number and the best time to contact you.  We'll get you in touch with the appropriate group.  Closing this thread for now since this has been thoroughly discussed.  We appreciate the feedback!

 

*To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

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Rethink Possible
Private Message (ATTCustomerCare for account specific help)

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 here.

Keep in mind; 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: Unable to Change Services Online

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