I am a new user of AT&T, and never made it past installation. I set-up an appt time for a technician to install my service and the tech never showed. My appt time was 12-3pm. I was home the entire time. I call at 3 to verify appt time and was notified that I had missed the tech. I told the operator that was not possible I never left my home; the tech never came. After about 15 minutes back and forth he said the tech was outside now, I looked outside now tech. He said he doesn't need access to the inside, I said great. I get a call back an hour later saying the tech needs access to your home, we will need to reschedule. Totally unacceptable. I can not take off work again for a tech who may or may not show up. I cancelled my order and going with a different provider. I am very very disappointed with the customer service. The operators (2), never apologized or admitted fault. Needless to say I will never use AT&T for any service, and would never recommend it.
I'm very sorry about the way your installation was handled or any misunderstanding that occurred. It seems like the technician who told you he did not need access to the inside of your home was a line technician preparing the cables that would be used for your installation. The technician that needs access to your home installs the equipment and activates your service. If you decide to continue with your U-verse installation I will be more than happy to assist you. Please send me a private message at ATTU-verseCare to coordinate closely with the technicians and ensure the installation gets completed.
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