Unable to Change Services Online

Contributor

Re: Unable to Change Services Online

[ Edited ]

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.

Message 76 of 104 (1,723 Views)
Contributor

Re: Unable to Change Services Online

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

Message 77 of 104 (1,712 Views)
Expert

Re: Unable to Change Services Online


dlind70 wrote:

 

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


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.

Message 78 of 104 (1,706 Views)
Highlighted
Employee

Re: Unable to Change Services Online

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

 

 

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 79 of 104 (1,657 Views)
Tutor

Re: Unable to Change Services Online

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.

Message 80 of 104 (1,609 Views)
Teacher

Re: Unable to Change Services Online

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...

 

 

Message 81 of 104 (1,685 Views)
Contributor

Re: Unable to Change Services Online

[ Edited ]

Been having the same problem for Months. Any chance on getting this fixed would be appreciated.

 

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 {Personal content removed for safety} 7 a.m. to 9 p.m. CT Monday through Friday, 7 a.m. to 4 p.m. CT Saturday and Sunday.

Message 82 of 104 (1,674 Views)
Expert

Re: Unable to Change Services Online


prestonini wrote:

 

Been having the same problem for Months. Any chance on getting this fixed would be appreciated.

 

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.


Contact David who is an AT&T employee in Tier 2 Technical Support.  He can get this resolved for you, but it may take a bit of time.

Message 83 of 104 (1,665 Views)
Employee

Re: Unable to Change Services Online


jwt0001 wrote:

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...

 

 


Some have, some have not but are noted not fixed. Some are getting the error but the fix doesn't work on their accounts as it should.

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 84 of 104 (1,635 Views)
Professor

Re: Unable to Change Services Online

I'm still having the issue, but it appears it's being worked on.
Message 85 of 104 (1,608 Views)
Contributor

Re: Unable to Change Services Online

Same issue here and the tier 2 just wanted to blame it on the browser or the computer. Explained as many time as I could that it was an ATT issue and that I was having it on many computers across several networks. Kept asking about about the OS and had to explain again it was not 1 computer or set of variables.

Message 86 of 104 (1,593 Views)
Contributor

unable to change services on website?

Im new to this forum. I have had Uverse internet and TV for over a year and aside from a couple of minor issues I have been happy with them overall. However, the past couple of months I have been having a very difficult time changing/upgrading/downgrading services through the website. Never had this problem before. Now, when I go to make a change, I get error pages saying that they cant process my transaction at this time, etc, and that i should call them if I want to make changes. I have had this error on multiple different computers over the past few months, so I know that its not just my home computer. Does anyone else have this problem?? I work late hours and often times its difficult for me to call in to make changes to my account, plus its just annoying to be on hold, etc, the whole point of having that feature of the website is for convenience. I was just wondering if anyone has this problem. I have talked to a couple of the phone rep's and none of them have acknowledged that they know of this problem.

Message 87 of 104 (1,598 Views)
Contributor

Re: Unable to Change Services Online

I, too, am unable to change services online.

Wonder why AT&T can't figure this stuff out.

Message 88 of 104 (1,583 Views)
Expert

Re: Unable to Change Services Online

It appears that they are constantly updating/upgrading their sites, which could be causing other issues such as the ability to change services online.  And seeing that cs is closed on the weekends this gets to be extremely annoying.  Hopefully whatever the cause is for this problem will get fixed quickly.

Message 89 of 104 (1,578 Views)
Contributor

Re: Unable to Change Services Online

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.
Message 90 of 104 (1,498 Views)
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