Do Not Get AT&T Uverse
BROWNSBURG, INDIANA -- This email did not address my concern at all. My concern is that since being a customer, I have not had a good experience, here are the problems experienced as a customer:
August 2008- Started service-technician was late and complained entire time about his job while here. Took him hours to connect two t. v's, internet, and phone, did not explain any details on operating these. October/November- Called regarding phone service cutting out. Technician came out- said there was a problem with lines outside and he cleared them. Nov. Noticed bill was way higher than quated originally and down graded from U200 to U100. December- Called again about channels freezing, problems with phone, and bill- Was told I was being charged for HDTV and additional receivers that I did not have, woman on phone stated that this would be credited back to my account and that she would make the switch for us for U200. Dec.30- received call that ATT was having trouble switching U100 back to U200 and that they were working on it. Jan 6, U200 working- picture freezes often called AT&T and a service tech was sent out the next day to work on lines service tech stated problem was outside in box and loose wire in house. Fixed problems. Jan 18- Come home in evening to find AT&T U200 not working. Missing all Life Time channels, Cartoon network, WE, Oxyg. and many others, call AT&T at 1800-att2020. Spoke with technician who stated I have U100-family explained I was viewing my bill on line currently and that I am being billed as of 12/26 for U200. She has me press button on box wait five seconds and let go.
Comes back on line and says that I have the proper programs I ordered and if I want U200, I have to pay for it. Puts me on hold while she speaks with "Susie" in customer service, transfers me to Holly in customer service. Attempt to explain to Holly that I am only receiving channels for U100, she tells me on her end she has me as receiving U200 and will credit my account for $5.00 for the day without service and needs to transfer me back to Technical Support. Ask her what to tell them when they tell me that in their system, it shows I have U100? She states it shouldn't do that, Now on the phone for 60 mins. Transferred to a male with an accent- could not make out his name, he tells me I have U100 in his system. I explain I have been on the phone for over 1 hour trying to clear this up and that my bill has me for U200 and until today, I was able to watch U200. He has me unplug all my boxes wait 20 seconds and plug them back in, unplug the router and wait, unplug the t.v. and wait, 1:30 minutes pass, call is disconnected, he calls me back, and tells me to again hit the power button, unplug the t.v's and plug them back in and wait to see what they do. I explain that I did that and still not getting U200, ask to speak to a manager, was told they were all in a meeting and that he could not resolve my issue as it was a customer service issue. He transfers me back to customer service, Now total time on phone with ATT is approaching 2 hours.
On hold forever, finally reach a recording that states the office is now closed and to call back during normal business hours. Still no ATT U200, still no resolve and still paying for service I am not receiving. I am extremely dissatisfied. I noticed this time that no one asked if they provided me with excellent service today.... I would have told them not at all. Four different people gave me the run around and none resolved the issue. This needs to be better resolved. I want a manager to respond and resolve this issue immediately. I want my bill to reflect the right services, I do want U200, I do not have nor have I had an HD TV and the technician knew that when he came out and told me he would not put that on my package since I had an SDTV. I only had two receivers, one for the main t. v and a spare t.v. that is hooked up as the technician said he could not hook up any other t.v.s in the house without having to drill in the walls. I am being billed for AT&T UVerse from 12/26 when it was never on at this end until 1/06/2009.
Almost two weeks of service not received but paid for. I have never in all my years experienced anything like this mess. I am deeply dissatisfied and unpleased with AT&T t. v. and phone service. While the internet is great, the customer service leaves much to be desired.