AT&T Cable Services

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Complaint After Complaint
Posted by Fedup10 on 12/26/2011
I'm so tired of complaining about my bill being different every month. I dropped the sports channels last month to reduce my bill as my wife and I are both laid off now. Our bill this month is $17.00 higher than last month. I've spent over 3 hrs. trying to figure out the differences and am still can't figure out what they overcharged me for.

We've called customer service each month for at least the last 3 to 4 months and every time they say our bill will go down. It always go up.

The customer reps are confused as to the meaning of UP & DOWN.
I plan to find a new cable & internet co. ASAP. I truly have never despised a company more than AT&T.

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Posted by drugdoc121 on 2011-12-26:
Sometimes the channels you drop are part of a "bundled package" for which you are receiving a discount as a subscriber. Dropping part of that "package" may revert you to paying for the other channels, but not at the previous "bundled" discount, thus costing more. This may be a reason why dropping certain things actually will make your bill increase, rather than decrease.
Posted by Old Timer on 2011-12-26:
Good points DrugDoc. "confused as to the meaning of UP & DOWN". They must have kelly Bundy as a CSR.
Posted by Frustrated in Michigan on 2011-12-28:
What is it about AT and T customer service that can make a sane person frustrated beyond words???? I called to switch my service from one house to the next and have a 4 week wait!!! This will put me out of business with my work, kids online school, much less TV and cable....I'm forced to switch cable service to another provider after years of ATT home and cell service, my calls to custmoer service start well but ultimately irriated in the end...no other customer service I call can do this to me...
Posted by SouthFlorida on 2012-04-01:
Uverse is a rip off. I changed my service from comcast over 6 months ago. Picture not as good. If you want HD (who doesn't) you are forced to buy the highest level 450 package. unbundled services are too expensive. ATT raised everyone's rates in our neighborhood. The sales person told me we had fiber. NO we have Fiber 2 blocks away and copper from there. That is not Fiber to the curb or to the home. ATT is a telephone company. They jhave always ripped people off. The ATT mentaility of confuse the customer, hire untrained and unknwoledgable call center support is front and center. Save money LOL
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Web Hosting Support
Posted by Scorpion36 on 09/08/2008
I am a potential customer for AT&T's residential web hosting service. I have service with another provider but wanted to explore switching to AT&T.

After being jacked around for 68 minutes, talking to a half-dozen people, I was disconnected without ever speaking once to anyone who seemed to understand--or care about--my request.
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Posted by WWWGJSNET on 2008-11-30:
BELOW is IDENTICAL to my AT&T experiences.

With ONE exception. "68 minutes" is MUCH shorter than the times I have experienced with this HORRIBLE company.

Seldom does one encounter such pervasive systemic incompetence with any company in USA or in Europe.

Cheers, GERY Global Justice Search www.gjs.net

After being jacked around for 68 minutes, talking to a half-dozen people, I was disconnected without ever speaking once to anyone who seemed to understand--or care about--my request.

Posted by lifelong on 2009-10-12:
It is very frustrating and makes you think that there is apparently no job training required in this company. I have called again since my post, because they failed to live up to their job duties, to complain about customer service and I again was transferred from one person to the other who was unwilling to help and fix the problem. They are the most unprofessional business I have ever delt with.
Posted by Debbie Bullock on 2013-11-27:
I have been without email for 1 month (Nov) I cannot believe how horrible ATT is for hosting my web site and only 1 email address. They changed over some stuff on their end and I have had to chase down my name server and transfet my web hosting name that was apparently with SRS Plus. I am going to cancel ATT and find some place that really can talk to you so you know what is going on still no email for $20.00 a month DONT USE THEM
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Rebate (not)
Posted by Jeffreykeh on 10/24/2008
SUNNYVALE, CALIFORNIA -- The deal AT&T Uverse offered to switch to them was $150 in rebate. Well they sent (1) $50 rebate and promised to send the $100 balance. I waited and it never came. When I called to ask about the promised rebate I was told I was too late. My comment that it was ATT's responsibility to mail it to me not for me to pursue it got nowhere.

I found customer service absolutely horrible. Watch it!!!
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They lie, cheat and steal
Posted by Dwares1014469 on 08/01/2011
I responded to an AT&T door to door salesperson and signed up for AT&T Uverse. I'd been receiving fantastic offers for over a year, and was ready to switch. I'd used Cox cable, internet and landline phone for years and was relatively happy, but the AT&T Uverse sales pitch was "more and better services for less money." The installation went pretty smoothly, although it took the tech 8 hours to set up 4 TV's, internet and home phone. It then took me a week to get the kinks worked out of e-mail. For business reasons, I use Microsoft Outlook; AT&T doesn't support MS products, but I did finally get my email routed through Outlook. The kids were happy with all the new channels and the DVR on every TV. Then the first bill arrived. $470!!! Granted this was for almost 2 months, but my regular bill was going to be at least $225/month, and the sales person told me my bill would be $130/month. I gather she was reporting only the cost of the TV part of the bundle, but when I've been receiving offers in the mail for the bundle for $100/month for the first year...you could understand how I might have been an easy sucker. So I call the call center and explain my problem. They downgrade me from U300 to U200 service, promise to credit me for the free HBO, and assure me my new bill will only be $100/month. When the new plan arrives via e-mail, low and behold I'm still paying for HBO and it's still $225/month. I look online, and AT&T is advertising the bundle for $89 for the first year. This must be in a parallel universe, because it sure ain't in my Uverse!

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Posted by jonthethird on 2011-08-01:
I was also in shock when I got my first bill: $445. That is for two months service ($69 ea) and installation. The installation is to be rebated over 6 months or something. For now, avoid UVerse. It has too many bugs to work out.
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Worst Customer Service
Posted by Nicknite on 12/06/2010
On Oct 14th, 2010 I called to get basic home phone service and internet with AT&T since I am already a wireless customer. I explained what I had and what I needed. I was told that a technician would be out Monday to take care of me.

Monday, Oct 18th came and went with not call or no technician. I called back on the 19th and this is where HELL began!!!

Here is what I needed..phone and internet to be connected! That is it!!

The first time I got someone I explained that my phone and internet were supposed to b connected on Monday and were not. I was told that my phone had been connected and was working. IT WAS NOT WORKING!!!!! I could call the number but it would not ring in my house!! Of course they insult you by asking if your jacks are connected. I did not have a dial tone!!!! I explained that I had had digital phone previously, but they insisted that it was working. I gave up on phone and tried with the internet. That was even worse! Each person kept telling me that all I had to do was set up my modem. I kept explaining that I did not have a modem but a router. They kept trying to walk me thru set up!!

At about 4 I spoke to someone who seemed like he could help. He advised me that I had been transferred to the wrong area and that his area was where I needed to be. He told me that because I had digital phone and internet, a technitian did have to come out and set me up. He said he would order me a modem and have it sent to me by Thursday and a tech would be out Friday to set me up. He even asked me to speak with his supervisor because he needed to know what I had been thru that day. I spoke with him and he advised that my fist bill would be waived due to all the issues and misinformation that I had.

Thursday day came and went with not modem. I called back on Friday and was advised that there was no record of an order being placed for me. After talking to more people, I was advised that they would send a tech out on Saturday and he would bring the modem.

Saturday afternoon did bring some good news, the phone guy came out and I had phone service. He advised that he had lots of complaints against AT&T customer service and left his business card just in case the internet guy did not show up.

Guess what...internet guy never showed up!

Sunday..I called again and was less than cordial. Was transferred to customer service in India. I asked to be sent back to the US and was sent to Indianapolis. I explained everthing that had happed in the past week and was advised that they would have a technician out that afternoon with a modem at no charge to me.

Finally..a technician came that morning and got me set up!!!!!

Then..the big slap in the face occurred..I received a bill from AT&T for $255.64. $186.00 of which, was for a modem and for a technician.

I had to call again today and was told that in my record, those charges had been waived..so..how did I get billed if they were waived?

In the area that I live in, I don't have too many options for phone and internet as it is AT&T country. My other service provided was terribly high and by going to AT&T and another cable provider I am saving $150 per month; not sure now if it was worth it!

I can't wait for my wireless service to end, as I will be looking for another provided as well!

I really hope this gets to the "Powers to Be" at AT&T. I have never received such poor service from any company in my life!

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A T & T Cable is the Worst
Posted by Olivia18 on 10/04/2010
It is Monday morning and my television is the bedroom is on. Out of nowhere, there is a very loud bang outside. This sound resembles a gun being fired, a loud clap of thunder, or a mini explosion.
Simultaneously, my TV goes out. It is obvious to me this has come from one of at&t's transformers or whatever those circular metal boxes are on the top of the telephone pole. This is confirmed when several neighbors come outside and look up at the said telephone pole. At this point, my TV will not turn back on. I check my alternate TV in the living room. It comes on and immediately the video portion goes out and all I am left with is audio. Upon calling AT&T service, I am told to repower the cable boxes (naturally) and the service is restored (for 5 min). Unfortunately, I had hung up with the tech thinking the problem was solved. Now I have to call back and go thru all the menu bs once again only to be told someone would have to come out because this is an exterior problem (no kidding!) At this point, I am told that the TV could be damaged though they bear no responsibility in the cost of this, and someone cannot come out until Thursday (4 days away) REALLY??????
This is not only an inconvenience (obviously) but a questionable safety hazard, since the sound heard from the outside was not a comforting one. I live in a complex made up of several condos so I am certain many people are affected by this "inconvenience" If the electricity goes out, does the company not send someone out as soon as possible? Considering what I am paying these people for my cable, not to mention the SLOWEST internet out there, I think I should be awarded the same courtesy. All these negative reviews are not surprising.
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Finished With U-Verse...for Good!
Posted by Ryanwg123 on 08/10/2013
HOUMA, LOUISIANA -- We are coming to the end of our contract with U-verse and I will never be going back. My complaints are mainly with the TV service as the phone and Internet have been satisfactory other that the fact that they claim the Internet is twice as fast as any other provider....bull. It is comparable, not faster.

They will tell you they use fiber optics and the newest state-of-the-art equipment. When the technicians came I noticed they were running regular coax I but I let it go and gave them the benefit of the doubt. They claimed we would be able to record four shows at once but when we tried this while watching more than one TV the screen pops up an alert forcing you to choose one of the other TV's in the house to shutdown.

When I called to complain about this I was told that my neighborhood wasn't quite set up for their "full" service. I was very angry and said that I was never given any clue that I might not be getting everything U-Verse had to offer. They suggested a more costly package that would still only allow me to record 2 HD shows and 2 SD shows simultaneously. I was told I would be able to record all shows in HD when I signed up and after many phone calls and arguments with their customer service they gave me the "upgraded" service for the same price, which like I said was still not what was advertised.

I discussed going back to Direct TV and fighting our way out of the contract. That was until I went outside the next day and noticed that the U-Verse technician had cut all the old Direct TV cables at connectors and had stolen the multi switch they were connected to off my house. I called the customer service department furious and demanded my property returned because I wanted out of this contract. They said they would contact the technician and have it returned...that was a year ago. I still have no multi switch.

I don't like the way the menu is set up either. You scan through channels and before you can read the info it switches on you too quickly forcing you to go into the full screen info just to read what the hell the show is about...irritating. They DVR's are slow and unresponsive and tend to freeze up from time tom time. I can't wait for a U-Verse representative to ask me why I'm not renewing my contract, I will be happy to remind them. By the way I got the feeling it was standard practice for them to cut the old antenna cables. Why else would they do that other than to prevent you from changing your mind and returning to your old service. I think I never heard from them because they told the technicians to do that. U-verse is dishonest and shady at best. Sadly they aren't much different that most TV services. Best thing to do is bounce around different cable/satellite companies and take advantage of new sign up deals as they come available and at least you'll save some money along the way but beware the ads and commercials. They lie to your face.
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Posted by DebtorBasher on 2013-08-10:
Thanks for the information! I am also very unhappy with AT and T U-Verse Internet. I had no problem with my DSL, but after Magic Jack screwed everything up by porting my number without my permission for my AT and T phone, it also automatically disconnected my AT and T DSL Internet service. So, when I tried to straighten it out and told AT and T I wanted my DSL back because it was disconnected without my permission and not by any request of mine...I was told once our DSL is disconnected, we can not connect it again and the only choice is to go with the U-Verse...and their U-Verse has been trouble ever since...it's been a year now and I'm still not happy. My connection was better and faster with the DSL service.
Posted by jonthethird on 2013-08-10:
I was told by Uverse they were FTTH, but knew better as I am in the business. When the tech came to switch from DSL to Uverse, I talked to him about it and he told me sales people have no clue. We did confirm I was capable of 26 down, so was happy.
I did not go with triple play: am satisfied with DirecTv (I can do my own maintenance).
As for the multiswitch, be not alarmed: DirecTv is pretty much gone over to SWM and you would not need one. A simple splitter will suffice The fittings would be cut off and replaced by any installer from any service as part of an install (well, a competent installer would.)
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Worst Experience With a Company I Had in the US. Cheap Tricks, Lies and No Attention to Customer at Ll.
Posted by Nitinsagi on 07/02/2013
PLANO, TEXAS -- I had AT&T Uverse for the last 4 months. There 2 area outages for last 2 months. Network used to drop frequently. Customer Services will hung up on my calls. I waited for 30 minutes on the line just to speak to an Agent. My internet service went on Thursday. When I called in they scheduled an appointment on Saturday.

Service men can't fix the problem(he doesn't seem to have any idea). He later scheduled an appointment on Monday, which they postponed again. I called customer service they are very rude. This service is not acknowledging the value of customers time. We had to wait forever for their reply.

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A 5 Day Nightmare
Posted by Jonthethird on 05/27/2011
WEST SACRAMENTO, CALIFORNIA -- Called AT&T to upgrade my basic DSL from 1.5 to 3.0 meg. The salesperson advised I could get UVerse at 6.0 meg for $3.00 more then my DSL/Phone rate, and that AT&T would put a fiber cable to my home to guarantee the speed. The install would be seamless, with a few hours of no internet service. I opted for a self install, as I am fairly competent with computers. The equipment was to be shipped to me in advance of the install date which was May 27.

I was home for the appointed hours: 12-4. The tech showed up at 3, checked the line, and all was a go. DSL was offline, no internet. Problem: no equipment. (BTW, no fiber either. It is NOT a fiber to the home, but a system using the old telephone wires.)

Called at 6 pm, was assured it would be at my home by 12 midnight (?). Could not believe this, called back, asked for an escalation. Supervisor told me that, after looking, no equipment had been shipped. Got through to tier 2 support, who said the equipment would be delivered by a local installer between the hours of 12-4 the next day (Tuesday.) Waited until 3:30 when the installer called and said he had no equipment.

Back on the phone, back on hold for another hour or so, back to tier 2. That man said the equipment would go out that night, overnight delivery by UPS.

No equipment Wednesday. Called, sat on hold, finally got back in. Was able to get a tracking number which had the equipment shipped Wednesday, two day.

Today, Friday, finally got the equipment with a new turn on date of June 1st.

Hours on hold, multiple disconnects due to their phone glitchs, dealing with very polite people who apologize, but seem to be able to do little.

Glad I did not take the television side of this mess.

If you go with ATT, have a pot of coffee ready, a lot of time to spend on the phone, and maybe take a Valium. You will need it.

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Posted by erikr715 on 2011-05-27:
I am sorry you had to go through all this. I work for a TV/Telco company, and know there a lot of gimmicks being thrown around. It seems the most common complaint about U-Verse is their "bandwidth cap:" and erroneous penalties for unknowingly going over. I just got setup w/DISH Network and there is NO bandwidth cap, and the Triple Play is now available. Check it out!!
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Customer service is No-Service
Posted by Killerbee07 on 01/08/2011
When originally installed AT&T U-verse was wonderful. In January, AT&T U-verse upgraded their software. The television started freezing intermittently which meant no Internet or telephone service. The duration of the freezes would be anywhere between two to five minutes. Reported the problem and technicians were sent out. Equipments were changed. The problem reoccurred, called, technicians of next level sent. Problem still not resolved. Technicians of next level and supervisor sent. Problem resolved for short period of time. Problem back again starting November, 2010. Technician sent 12/8/2010 (one hour late after window time). Changed equipment. Problem returned 12/9/2010 and still going on today(1/8/2011). Called sending technician on 1/14/2011. I explained I will be looking for a vendor that provides the services that I am getting from AT&T (television, Internet, telephone). Customer service apologetic, but no satisfaction.
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