Unable to Change Services Online

I'm having the same problem, actually been having this same problem for months and none of U-verse customer services could help. Anyone get help response from U-verse yet?

Btw, I'm Florida and been having this problem since March or April. When upgrade TV plan, I used the channel 9910 on TV, otherwise had to call to remove or downgrade.

I had a simular problem and found that the regional President of Marketing Tim  bent over backwards to help out.  {Personal content removed for safety}.  

I have had the same problem since AT&T redesigned their site back in January or so. I don't remember the exact date.

My error reads: 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. 

One time, early this morning, it even read UCKH14. The rest of the text read the same.

I went ahead and contacted AT&T. Tier 1 tech support was more interested in offering me the latest promotion than resolving the issue. Since the girl I spoke to was unable to help she transferred me to Tier 2.

Al with Tier 2 asked for permission to sign in to my account and then saw the error that I was receiving, noticing that it was in fact an internal issue. Since there was a wait before he could escalate it to the ICU department he attempted to delete the primary and sub account. Then he created a new account. Since we do not use these accounts for our e-mail this did not affect us one bit so I gave him the authorization to go ahead and make these changes, hoping that they could in fact help. Unfortunately, after all of his efforts the error still remained. I could tell how disappointed he was. However, he remained very professional the whole time.

Right now Al is still waiting on the ICU department. He told me it could be about an hour, and when he has made contact with them he would give me a call back. So that is where I am at. I wonder if there is a struck transaction on the account or what is causing this error. Hopefully I will find out. I am not 100% convinced that the site redesign caused this. I know I had taken advantage of a promotion at about the same time and then cancelled it, but I noticed there was a charge on my account. They then refunded me the amount, and I believe that is when the problems began to occur.

Update: Al called me back and provided me with a case #. He said that he provided ICU with my cell phone #, and he recommended that I give them a couple of days. If they do not have it resolved by Wednesday I will then e-mail David.

if you really need to change your service I believe you can on channel 9910

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@dlind70 wrote:

 

if you really need to change your service I believe you can on channel 9910

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You can use Account Manager (channel 9910) to upgrade U-verse TV service only.  You can not use it to downgrade U-verse TV service or make changes to U-verse internet or U-verse voice service.

FYI guys... keep sending these to me.... I am still collecting them, and getting them fixed. 

I have the same problem. can't change any service, get errors.... I can't check e-mail as well, I've changed passwords through customer service and yet I still continue to have this issue.

David, I sent my request in awhile ago (in August). I'm currently working with Tier 2 support via email, but it hasn't made any difference. The person just responded that the fix hasn't been made yet and that he has no way of knowing when it will be made.

Are you saying that some individuals have gotten the problem solved? If so, I don't know why I'm not as lucky...