U-verse First Impression - Horrible Service And Lies!
CARLSBAD, CALIFORNIA -- We were solicited a couple of weeks ago by AT&T representatives who were soliciting the new Fiber Optic based services recently made available in our neighborhood. My wife and I listened to the pitch and felt that what AT&T was offering was a better value than what we currently had with Time Warner San Diego Cable services. We signed up for the U200 package. (internet/cable/phone) for $124/mo.
We scheduled an install appointment for December 19th.
• The first issue I have is that the sales person told us that our internet would be “much faster” than what we had with Time Warner. (from 3mb/s to 10mb/s)
Turns out they mislead us by that statement. Actually, they lied. According to the information we received today from the installer, our speed is still 3mb/s but I can always PAY MORE to upgrade the speed to MAX 10 (10mb/s). That is a very deceitful practice even if unintentional. We were told that our internet would be faster if we switched over to AT&T for $124/mo. It’s not faster, it’s the same speed as before!
• The second issue was that we would not lose the few HD channels that we had through Time Warner included with their basic services.
They assured me that not only would we have the basic HD channels but a few new ones.
Turns out they mislead us by that statement. Actually, they lied again. In order for us to keep ANY HD channels we could PAY MORE (again) $10/mo MORE.
• My third issue id with the phone service. We were told that we would get the phone service installed on the same day. However, no one showed even after a call I made to customer service in the afternoon assured me that the appointment was there, and someone would come by 5 PM. No one did. I called a 6PM and was then told that there was NO appointment scheduled because they hadn’t gotten the phone number released from Time Warner. They had over a week to get the release and no one bothered to follow up with us. Why? We were told that it will take 1-2 more weeks to get our phone service working. As of the end of this day, we have spoken to at least over 6 different people on the phone, with each one asking us for the SAME information.
•And last but not least, we have spent hours on the phone with technical support because none of our email accounts are working, and no one at AT&T seems to know why. They just keep running us through the same configuration mazes over and over! And after hours of not making any progress on this issue the IT tech gave us the option moving up to the “next level” of PAYING FOR IT SUPPORT!!!! This is an AT&T ISP provider issue, how DARE they want us to pay them to fix THEIR problems.
Is this the impression that AT&T wants to portray for it’s new customers? Does anyone at AT&T REALLY understand all the frustration and disappointment we have experienced so far with our new service? Does anyone care for that matter?
So, to summarize, we have the same speed internet, we have to now pay extra for any HD programming, no working phone in our home, and no functioning email accounts. We run a small business from our home and it is critical that we have our emails and phone working! If we had known this terrible mess was going to happen beforehand, we would have never switched from Time Warner which ALWAYS provided us good service over the years!
Can’t we expect to receive at least the same level of service we had before, and not be left to resolve all these technical issues on our own. We mistakenly thought AT&T would stand behind their own salesman’s statement that the services promised for the price quoted would be honored, and not just resort to playing the run-the-customer-around game. Very unethical bait and switching!
At this frustrating point, haven been lied to, deceived, and left with a mess of unresolved technical issues, we might as well switch back to Time Warner unless someone very soon can convince us of anything different soon.