AT&T Cable Services U-Verse - Page 2

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Bait and Switch
Posted by on
AT&T recently came to my door, and offered to beat Cox’s prices, with full HD, all the movie channels, and a phone, for the same price as Cox, but I would get phone service too.

Then they arrived to install — and everything was wrong. They had my contact phone wrong, so they could not call me in advance.

They had my order wrong — so it did not include any HD. And they had the price wrong, so it was going to cost me more — for less.

The install guy seemed to have the job of being the honest one, as he went over my order and clarified all the important points. He obviously had been down this road.

It seemed very routine that he got me on the phone with customer service, who kept trying to fix the problem, with higher prices for the same services I already had.

So, I threw them out of my house. The install tech was relieved that he didn’t have to install another one — just to uninstall once the customer figured out it was a bait and switch — which is exactly what this was.

The sales guy who came a couple weeks ago said how great my HD signal would be (as he checked the box for no HD) and all for the same low price as my HD with Cox — and I would get a phone.

I got the feeling from the tech, that this was standard. He was supposed to install it — and then I would have to buy more stuff to get the HD I was originally expecting.

So, be wary of AT&T. I never felt so good cancelling an order. And I will continue to avoid AT&T.

     
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MSCANTBEWRONG on 2009-09-28:
Good thing you cancelled everything before it was installed. Make sure you check to make sure you aren't being billed...
bcd on 2009-09-29:
Did you receive a written quote from the sales representative?
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Boycott AT&T Uverse
Posted by on
SANTA CLARITA, CALIFORNIA -- I am 30 years old and out of my many experiences with customer service, AT&T UVerse is by far the very worst. I don't think it can get any worse unless monkeys ran the phones. I'm not exaggerating.

I called on January 30th, 2009 for cable and internet service. They scheduled me for installation on February 9th, 2009 at noon. So I took time off to be home for the installation (someone over 18 has to be present). February 9th at 1pm, I called them to check on the status of my technician. They repeatedly transferred me to someone else and after 20 minutes, a representative told me they didn't have my apt # so they had to reschedule me. I said, "Why didn't you just call me for it?" I checked to make sure they had my right cell # which they already did. All they could say without any meaning behind it, "Sorry. We have an opening on March 31st." What?!? How did 9 days without internet become a month and 3 weeks???

Not happening. So I called everyday (I would've called Time Warner Cable instead but UVerse is the only one that services my building to my misfortune.)

After 8 phone calls, over an hour of listening to music, 11 transfers to different depts who kept sending me back to the dept that transferred me in the first place, 3 hang ups whenever I asked for a manager, I finally got rescheduled to February 25th.

Guess what? February 25th went by with no technician or installation.

After all this, I've given up. I'd rather drive 5 blocks to the library for internet than give my $$ to UVerse.

Please boycott AT&T Uverse with me.
     
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at&tsucks on 2009-02-27:
AT&T has been the worst mistake I have ever made with cable. I have not even had there "service" 1 month and I am about to rip the cable box out of the wall and throw it through the wall. To even have it installed was a nightmare! The creep who installed it stood us up 3 times!!! Yes I was a sucker thinking that when the cable guy called and said he would be there in 15 minutes that meant he would actually show up. My bad. When it was finally installed it was done half-assed and the downstairs cable worked about 50% of the time while the upstairs did not work at all. Again the cable man was to come and fix problems but again a no-show. When they finally came they came @ 8:30 in the morning stayed til 4:00 pm with their truck running the ENTIRE time in my driveway. On top of it the guy pulled a ton of installation from my attic and trailed it threw out the house. That's AT&T for the mess you did not clean up. Cable worked great for a day or so then went straight to crap. Constantly cutting off. Sometimes every other minute, sometimes every couple of minutes. I have NEVER been so frustrated trying to watch the tv. Now my cable is not working what so ever. I told AT&T to just come and take there crap back that I want to disconnect because I have ZERO cable coming through my living room tv. Their response - "That will be a $35 disconnect fee". They are charging me to connect from a service that I am not even receiving. Unbelievable!!! This whole experience has been nothing but hassle, and rude inexperienced cable men. F U AT&T I am going back to Warner Cable!
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Lack of Communication
Posted by on
SAN DIEGO, CALIFORNIA -- 14 Dec 08: Waited for a technician between 0800-1200 for installation, but technician never showed up.

15 Dec 08: Tried to install the service but Uverse installation found that they couldn't get a signal to the house so a repair had to be made to one of the access points. They stated that once the outside cable and source had been repaired, the technician will come in and finish the installation. Repair couldn't be accomplished that day so the technician said that they will come in first thing in the morning to complete the job.

16 Dec: A technician found defective wiring outside the house and failed to tell us this fact. Instead we waited all day long just to find out that we were re-scheduled for the installation due to the repair of another defective part. Customer service representative told us that once the part was fixed we would be "escalated" priority for installation. Right now we will be scheduled for a Dec 31st installation just in case. Customer service said that they will give me a call (1000-1100)the next day for the status of repair. Customer service once again fails to call.

19 Dec: I call in to check the status of repair and they said that part was fixed and they will be calling me that day for a installation within the next two to three days.

20 Dec: I receive an email from AT&T stating that I've been scheduled for installation on Jan 6, 2009! I wonder what happened to my 31 Dec installation? I call in telling them my situation and how I'm a telecommuter, and later that day, I receive a voicemail from a supervisor stating that they can't do anything about my situation and that was the next available slot.

20 Dec: I cancelled the order. The problem with this whole situation is that I am a telecommuter and I need an internet connection to do my job. I'm sure AT&T finds it acceptable to waste everybody's time with runaround promises knowing that more customer will take my place anyway.
     
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tnchuck100 on 2008-12-22:
You did the right thing. You are also correct about they don't care. There is another customer to take your place.
Knuzback on 2012-04-10:
Hate AT&T. So rude. They don't even care when you tell them you are taking your business. Somewhere. People. Wake up. We need to make them accountable.
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Don't Listen To Them When They Offer You A Promotion
Posted by on
OAKLAND, CALIFORNIA -- On Saturday, July 26th someone came to our door and said we just did some construction in your area and installing fiber optics for AT&T U-Verse. She asked us what we have now we told her we pay $30/month for internet and around $33/month for phone service. I also pay a special rate of $19.99/month for cable until January with Comcast. She said that AT&T wants to get everybody to switch over to fiber optics because regular phone lines were never intended to be used to carry DSL. She said I can give you TV,Internet, and phone for $69/month. I knew it was too good to be true. I verified it with her 5 times and she said yes TV,Internet, and phone for $71/month with taxes. I said sign me up. She said I can also give you $100 cash back and one month free TV. That even sweetened the deal for me. She called in to AT&T and ordered it and they said you cannot get the $100 cash back and one month free of TV because I ordered the U100 package. I said that is OK and to go ahead and order it. Right after she left I received an e-mail from AT&T confirming that U-Verse has been ordered. I said great I can finally leave Comcast.

I thought about it for a few hours and I thought is the $69/month just for internet and TV. She gave me her cell phone number and it was a long distance call for me because she still had a Long Island,NY area code and confirmed the price one more time and she said no it is $69 for TV/Internet and I will get a separate bill for my phone service. I said cancel it. She said I would have to call AT&T and she gave me the number. I asked since it is the weekend would they be closed now and she said no, their open. I called them and guess what closed until Monday. I called her back and left her a firm message.

Still haven't heard a response. I just hope I can get out of this mess easy enough. I also contacted the FCC for False advertisement. Like all of the other reviewers have said when they come to your door do yourself a favor and not answer it.
Resolution Update 07/28/2008:
I called on Monday, July 28th and the rep apologized and offered it for $70/month for the triple play. Hopefully, it is the price they gave us.
     
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NickL11354 on 2008-07-27:
If isn't in writing, it doesn't exist as far as a contract. Besides, I would never trust or do business with someone who just willy nilly came to my door and started offering promotions for phone service. I mean, how naive are people??
Anonymous on 2008-07-27:
Unfortunately these days I do not trust what anyone says when it comes to selling a product. Thanks to M3C.com I read first, research the product and look online for specials if there are any. I then print all of the info if necessary so I can prove what I saw and then if I want it, I will buy it. It's too bad in this day and age you cannot take someones word as the truth. As Nick said, if it is not in writing it does not exist.
jm300 on 2008-07-27:
She was going to write it down, but she "forgot" and headed right to ordering. But, seriously when she asked me what I pay now. I said around $33/month for phone,$30/month for internet, and a special promo rate of $20/month for cable. Which equals around $83/month. If I went with the U100 package it would be $69/month for internet and TV. Plus an additional $30/month for phone. That would come out to $99/month. Why would I want to spend $16 more a month? Plus, the internet was Express DSL and right now I have Pro DSL. The part I am scared about is when she said that they are trying to get everybody on this service because phone lines were never intended to carry DSL. Watch, now their going to slow our speeds down.
Anonymous on 2008-07-27:
She didn't "forget" anything. She had no intention on putting anything in writing. You were seduced with an impulse buy. If you buy something from a door to door salesperson you are making an impulse purchase. If you are interested in the product being sold ask them to provide you with the sales brochure and the price listing and tell them you will call with your decision. Then kindly ask them to leave. You would have had nothing to be scared about if you had done your homework first.
jm300 on 2008-07-27:
I should have done my homework first. I should have just asked her for a brochure and say I will think about it. Why do they even do door to door sales anyway? It is like they are selling girl scout cookies.
Anonymous on 2008-07-28:
We live and learn jm. You'll know exactly how to handle a situation like this if it comes up again. :)
jm300 on 2008-07-28:
Yeah, I just called AT&T this morning and he apologized and offered to us for $65/month! But, I think we have to pay for our box. Which is $5/month. Thank You AT&T! I made sure to get his name.
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What a Mess
Posted by on
LIVONIA, MICHIGAN -- I was to get the new AT&T U-verse cable television installed in my house on June 11. The technichian arrived around nine in the morning and begin to work, tearing out my existing cable, installing new cables and bringing in the new equipement. He said he had to wait for a new cable to be run from the cable box to my house but the guy would arrive soon. Two guys did come and install a new cable, left on top of the ground. The tech worked some more and after about eight hours I noticed him standing around and I asked him if there was a problem, he said no he was waiting for a call from his supervisor. Well after about another hour he comes in and says, we can't get you cable here, you are too far away from the box, its just around the cornor. So I said OK are you going to restore my old service, he said I will try but am not familiar with their system. Well he left after a few minutes with cables still hanging down, no phone service, no internet and one television that worked. I called and complained and they said, its your problem to get it fixed, no ours. No one will respond to me since. So Beware.
     
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BuzWeston on 2008-08-25:
My first complaint regards the high pressure salesmen that pestered me and my 83 year old neighbor. In order to get fiber optic Internet for no increased fee, I had to try U-Verse for a month.

Fortunately, I made them set it up so I could continue to use Direct TV.

They took the better part of a day installing U-Verse, and managed to drill a hole in my gas meter! Nothing exploded.

U-Verse worked for the remainder of the day. It didn't work the next day. I spent a really long time on the phone with tech support. They didn't solve the problem. I got it to work later in the day. It worked for a few hours, but it no longer works at all.

U-verse will be removed and nothing will get me to try it again.
Rocker on 2009-03-02:
Beware of AT&T Uverse. I have had so many problems. Originally they were to install on a certain date. I took the day off from work and they never showed up. When I called they told me my install was for the following day. This is absolutely not true. I had written the original date on my calendar and also called to confirm a week before my install date. As I had taken the day off work I told them to cancel. The next morning AT&T call to tell me the installer is on his way. My husband stayed home to let the guy in. I tried from the day I agreed to have this Uverse installed to give a friend of mine the credit. They said no problem. When I called to make sure my friend would get the credit, I was told "sorry, too late, you had to have it all set up before we came out, it's in the terms and conditions" Well, I never received a terms and conditions until after it was installed. Just another way to keep their money. Now I've been trying to get my 100.00 gift card. BEWARE. They don't tell you that you have to go to the website and redeem your credit. If you wait too long, you are out of luck. I thought, because I wasn't told any thing, that they would just send me the credit. NO... you have to go to the website to redeem, then it takes another 4-6 weeks. That's what they told me when I inquired about my cash back.

I can not support a company like AT&T, which is sad because my own mother retired from that company. I will definitely change cable companies.

Also, customer service is normally rude. Check Consumer Reports for the rating on AT&T. It's true
sean on 2011-06-07:
"" U-Verse SUCKS!!!!!!!!!! why put u-verse online if you need a TV card!! that's like having a burger but your mouth can't open to eat it!! thanks AT
Sheila Cunningham on 2013-09-21:
My phone does not have a dail tone but call will call in without anyone on it. My bill goes up and down and on one know why. Yes this U-Verse does SUCK. They will not try to help.
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Different bill every time
Posted by on
SAN ANTONIO, TEXAS -- This company has a way of charging you something different for every month. They have a system with promotions they give you for FREE, but when that promotion ends (which should not have made a diff for the bill) your bill goes up. I have to call every month and battle it out over the changes to my bill. I have never had a consistent bill and not to mention the service provided isn't worth the money the charge. It is not uncommon for me to have issues with their products either. Their representatives have a different explanation for the same thing every time I call. Having cable should not be so F$@#@#$% difficult!!! I have heard that Time Warner sucks just as bad. You can't Win with these money hungry companies. I just want a consistent reasonably priced bill. The promotions are confusing and I would have appreciated them telling me my bill would gradually grow to unreasonable prices by the end of the year when I signed up. I would highly advise against this company unless you like monthly aggravations.
     
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CoonCatOne on 2010-10-01:
I have also had them change my billing settings.
And.. two of our four phones are malfunctioning. This is not a good company.
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Incomprehensible sub-standard customer service
Posted by on
I ordered the bundle from AT&T in early August with an install date of 8/17. It is now 8/25 and none of the three work. I can't get anyone on the phone. Every line I dial (in the hand-outs and e-mails they provided) ends in someone telling me to dial a different number (no warm transfer, no forwarding). Each line is a 10-15 minute wait. I can't even cancel the service. Online "contact us" lands at no web page. I tried to register my account online and the link in the "welcome" email leads to no webpage. I'm 7 days in and about 10 hours spent trying to get support. I'm an engineer and have worked in IT services for 6 years. This is not user error. I switched b/c Time Warner phone would go out sporadically and the digital cable would freeze up several times a month. I even got to the billing line to cancel the service and they advised I call the same tech support number. This is absolutely absurd!
     
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Alain on 2010-08-26:
You might try getting in touch with your states public utility commission or agency, if they have one.
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Do Not Get U-Verse
Posted by on
I had AT&T U-verse installed mar 18, 2010. Almost every day, will be watching program and loose sound for about 30 seconds, sometimes 8 - 10 times a day. Also, sometimes picture freezes.

Will be calling Monday and have them come pick their crap up. If I'm going to pay big bucks for this crap - I at least want to hear it. AT&T U-verse sucks. Use rabbit ears if you have to but don't use U-verse.
     
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Alain on 2010-08-01:
I used rabbit ears for ages, but finally went with Comcast. So far, we've had no problems with them.
Sheila cunningham on 2011-12-29:
I thought that it was a good thing to bundle everything together, but every time I call they need a order for someone to come out and tell me that I will have to pay them 55 dollars. I am on the phone with someone from att and she is giving me a hard time now. Just because it sounds good it's does not mean it is good. Sorry company.
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Promised $350 rebate~that was a LIE!
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LOUISVILLE, KENTUCKY -- When we signed up for U-verse about 4 months ago, we were kind of leary of the whole thingbut finally were told that if we did switch from cable to AT&T that we would receive by mail a $350 Visa card which could be used how we pleased. Well it has been 4 months and no card! So we called this morning and they say they have no record of our supposedly getting that deal and that they can not even track down the man who supposedly promised us that deal. WHAT A CROCK!! I am very disappointed that they just said "sorry, can't help ya!" So we will be canceling our service needless to say! OH....and not to mention, we have had several defects with our cable device! It just goes out, out of nowhere and won't come back on for an hour or so. Also, on several occasions we have set to record a program and it will only record half or none of it. I DO NOT RECOMMEND GETTING THIS SERVICE!
     
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Weedwhacked on 2010-04-28:
AT&T doesn't have cable services. I started new service with them and received my $50 visa gift card. I have never heard of an offer for $350. Good luck to you.
marcusn85 on 2010-04-28:
weedwhacked AT&T does have cable service called Uverse. and OP curious did you order over the phone or door to door sales rep? if you ordered over phone they should have call recorded
Backlash2 on 2010-06-28:
Sounds like AT&T has taken on DirectTV's sleezy business practices.I never got my rebate from AT&T either. I had AT&T& DirectTV bundled for 5 months Thank God I got rid of them and went back to cable never to do business with either ever again!!!! and if they are like DirectTV they tell you they record the calls but can never produce any of them.they don't want anything on record that can help the customer in any way.
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You had better have good credit!
Posted by on
If your credit score does not measure up, At&T expects you to give them a $450 non-refundable deposit in order to get U-Verse. It doesn't go toward anything and you never get it back. This includes if you've been a long standing customer and have no pay issues with them. They have FOREVER lost this customer!
     
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Anonymous on 2009-11-16:
"$450 non-refundable deposit in order to get U-Verse. It doesn't go toward anything and you never get it back."

That's what non-refundable means.
Anonymous on 2009-11-16:
It s not lost however, it is applied to your final billing.
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