Unable to Change Services Online

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

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?

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@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.

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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.

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@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.

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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.

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'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).

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

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?