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ATT Uverse Is The Absolute Worst With Customer Service And Quality
Posted by Bampabooks on 10/02/2008
HOUSTON, TEXAS -- If you are considering AT&T Uverse, you may want to think about one of their competitors...unless you enjoy choppy service and endless wait times to speak with someone on the phone.

I'm writing because I was just on hold for 50 minutes to speak with billing because the first bill I ever received was a disconnect notice and a bill for over $400. After being transferred to several other people, I was finally sent to someone who allegedly could make an adjustment on the bill. After more time on hold, I was told that the first person I spoke to could only do the adjustment. So, that was basically an hour long call that accomplished nothing since the other office closed while I was on hold.

On top of the recent experience, I've had a technician come to my house 10 times for the terrible quality of service. They still have not fixed the problems.

The only reason I'm with them is because the channel lineup has potential and the cost is less than the competition. But honestly, I wouldn't recommend this company to anyone.

     
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Posted by bigboxworker on 2008-10-02:
U-Verse basically travels over the internet. It uses a highly advanced version of DSL which has been around for years to deliver the TV content to your house. With DSL, the drawback is that your internal wiring in your house plays a major factor in your connection quality. The internal wiring in your house, or your proximity to AT&Ts Switch may have contributed to your poor experience with U-Verse. In addition most telephone companies do not service your internal wiring for free.
Posted by Ladderman on 2008-12-11:
Go back to cable.
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Poor Customer Service
Posted by Shlbycindy43 on 07/08/2012
SHELBY, NORTH CAROLINA -- I have my payments sent to AT&T electronically through my bank every month. I was watching TV the other day and suddenly the screen flashed a message saying my system was being rebooted and powered down. Then I noticed my internet and phone were not working either. My service had been disconnected for non-payment. I have all these services bundled through AT&T. I called the bank and my payment of $165.10 had been sent to AT&T one week prior. I did not have an outstanding balance.

I called AT&T and was told they could not find my payment and could not restore my service until they had found it. I asked to speak with a supervisor and the person that answered, who I seriously doubt was a supervisor, told me the same thing. I had the reference number from the bank, the electronic check number, and the date it had been paid which was a week prior to the disconnection. I was told by one customer service representative it could take 7-10 days for my service to be restored. I became very upset because I knew the bill had been paid.

I told them if it was not restored immediately I would look into changing my services. One representative told me to do what I had to do and didn't seem concerned in the least. I waited a few hours and called them back. I was told by ANOTHER representative that the bank always sends their payments to them by U.S. Mail in the form of a paper check. I knew this wasn't true because the bank had already told me they had sent it electronically and they never send checks to companies via the U.S.Mail. I spoke to yet another representative who spoke to me like I was a slow two year old and even, at certain points, talked baby talk to me. I was furious.

I called them back again a few hours later and was told the same thing. My payment could not be found and therefore they couldn't turn my service back on. They refused to listen when I told them I had the reference number for the payment. I even offered to fax them a copy of the payment information from my bank and they said no. Because I didn't want to go 10 days without service I paid the bill again. My service was back on within 30 minutes. Approximately 1 hour later I went online and looked at my payment history.

Miraculously they had found the original payment and credited it to my bill so I am now paid up through September. I called back and insisted they give me a confirmation number for both payments which they did. I find it hard to believe they couldn't find the original payment 1 hour prior to the other payment being made. This is the second time I've had to ask them to look for a payment. This is the first time they've ever disconnected my service though. I like Uverse programming and I have no complaints with my actual phone, internet, or Uverse services however, their customer service representatives leave a lot to be desired.

The 'baby talking' lady, at one point, even sang "la la la la" in my ear when I tried to give her the confirmation number for the original payment. Fortunately I took the names of everyone I spoke to and I plan on calling their sales department on Monday. I want to ask them if they mention their horrible customer service when attempting to sell their product. AT&T needs to realize they are no longer the only game in town when it comes to telephone service. As soon as my contract is up I will be changing everything over to a different company based on my experience with their customer service group. Although I like Uverse, I would not recommend anyone buying any of AT&T's services simply because their customer service is horrible.
     
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AT&T Uverse is Horrific, RUN!
Posted by Spitfire1 on 06/04/2009
Installed Uverse on 3/31/09

Messed up my cell voicemail-had Uverse Voicemail tied together with it, lost my Lifetime Tivo service, No Internet for over a month, was sent bills in the $300 range for the past 2 months for services that were malfunctioning. I have logged about 30+ hours of wasted time on the phone with both billing and mostly tech support. They refuse to transfer you to talk to the same person twice so each day I had to start over with tier 1 tech support even tho my case had been accelerated to management and engineers (some computer glitch kept hard suspending my account when they'd try to cancel the TV portion)When I tried to put everything back to the pre-Uverse trial, I was told I could not (hows that for a 30 day trial?) because there was no longer an open port in my area to put me back on DSL, all full-- CSR or managers do NOT return phone calls at all. If you get into the late afternoon and they have not called you back--you won't hear from them again! I'd say 90% never called back and that's no exaggeration. The last thing I'll mention is AT&T finally got the glitch fixed it all fix after 2 months of basic DAILY HELL & hours on the phone, 3 afternoons in a row waiting 4+ hours for no show techs. After several more days of badgering the phones I was given credit for only the services I didn't receive and NO not a penny for inconvenience or loss of use.

The topper--yesterday a billing manager called full of attitude before the word go as I started explaining my situation for the gazillionth time. She asked things like "who said these were engineers? Do you have the names and phone numbers of each individual person on the so-called "engineering team"? I don't understand what your "internet wasn't working means?" Then amazingly she replied, "we don't have any record of any problems with this account". When I tried to explain how that is impossible that I have been working with (and she asked for clarification as to what "working with means") I was mid sentence explaining and she abruptly interrupted with. "I'll have to call you back." and hung up. She has not called back. That's it, I'm outta here! Next week I'm finding new service and I'll NEVER do business with AT&T again. Previous to this, I had been a happy customer for 15 consecutive years with phone, cell, & Internet services.

When I returned the DVR at my local UPS Store a couple days ago, the clerk inquired as to what is happening, in his little store alone he has return about 600 units in the past 2 months--tell you something? Think Uverse is wonderful? Wait until you have a problem, then we'll talk. (smile)
     
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Self Installation Rip-Off
Posted by Curlydog on 04/13/2011
EVANSTON, ILLINOIS --
I ordered AT&T U-verse internet service with the self install option for my home. Being an electrical contractor for over forty years, I’ve installed hundreds of telephone systems. When I installed the equipment, the service did not work. I called AT&T tech support, and they confirmed that everything that I had done was correct. So, they would send a tech out to find the trouble.

The tech checked all the internal wiring that I had previously done and commented that it was not only professionally done, but it was correct. He told me that he needed to install a separate jack for the U-verse. He used my same wire that was there. This was never mentioned anywhere in the installation instructions or anywhere on the AT&T website. If I would have known this before he entered my house, this was something that is easily accomplished.

I asked the tech if many people who opt for the self install option end up having an extra charge and the aggravation of a tech coming into their house. He told me that honestly, most people cannot self install, but AT&T certainly doesn’t tell the customer up front.

The end result was that everything now worked fine, but I am now being billed an additional $110 extra for the tech to enter my house and install the jack.

I feel very misled.

     
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Posted by msnanny on 2011-04-13:
Good review!
Posted by Anonymous on 2011-04-13:
Very helpful review!
Posted by Whiteduck on 2011-04-13:
When I had mine installed, it was all free to have them do it. I have installed computer networks for over 30 years and I still thought it was a good idea to have them do it.

I would think an electrical contractor would know that there's "gotchas" in any complicated installation (as in needing it's own jack) so it's best to leave to the pros.

Was it offered for free up front?
Posted by trmn8r on 2011-04-13:
I was under the impression that U-verse installation was free. Are they charging for it now, and this is why you did it yourself?
Posted by GenuineNerd on 2011-04-13:
I don't know offhand if U-Verse's internet is the same as AT&T's DSL. With DSL, you have to put filters on every active telephone in order for the DSL to work. When I had Time Warner Road Runner, the internet came through a coaxial cable, but the cable going to the modem and telephone had to be on one branch of the splitter, with the other branches going to the cable connected to the cable boxes. I had to switch my internet and phone service from TWC to AT&T mainly due to frequent service outages due to a problem with the main line on the street. If all of your U-Verse connections are up to par, it could very well be the main street line that is the problem, not your home connections.
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Avoid AT&T and Uverse at all cost
Posted by LydiaB on 09/10/2009
Two weeks ago, I made the mistake of calling AT&T to attempt to lower my bill by taking call waiting and call forwarding off of a dedicated fax line in a home office. After speaking with several people, I was advised that I did not need a separate fax line, and could have what they called a ringmaster, which would allow my main number to receive faxes which would roll to my fax machine. It sounded fine to me, so I agreed. OH MY GOSH....WHAT A MISTAKE. My fax line no longer worked, and thus the nightmare began.

Several days later, I received a modem, which I already had, did not request, and in fact did not even discuss with AT&T. The next day, I received a letter saying that they had done a credit check and that I would not be allowed to purchase anything from them. I had not requested a purchase, or authorized a credit check. Additionally, my credit is excellent, so I was scared that I was a victim of identity theft. I checked my credit and it is 780, so I'm still not sure what this was about.

I called AT&T to attempt to get my inoperable fax issue resolved. After >45 minutes lost in a call rotation, and speaking to very incompetent people...I got a manager. She assured me that she could resolve the problem and even offered to save me a lot of money on my cable TV service. She offered me rebate money and restaurant giftcards. I told her that I wanted to think about it since I had had such a bad experience with my fax number. She said she would just set me up with an appointment and I could cancel if I changed my mind.

My fax number still doesn't work, and my phone has now been taken hostage....I have spoken with 18 people at AT&T and spent 6 hours and 17 minutes on the phone. They are unalbe to fix it and the level of incompetence with the employees is astounding.

I have now spoken with their consumer complaints dept. and even they were rude, and seemingly unable to fix the problem.

Whatever you do.....DO NOT AGREE TO SIGN UP FOR UVERSE. I have looked on the internet, and there are hundreds of pages of complaints about it.
     
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20 year old. Landline # lost by AT&T Mistake. They don't care.
Posted by Bone_chewer on 12/26/2013
CUPERTINO, CALIFORNIA -- This is by far the most disastrous customer service I've experienced.

My senior citizen parents who have been AT&T customers since '94. Dad decided to upgrade to an AT&T U-Verse package that somehow involved transferring the landline to their department. After the installation, my father wanted to add additional channels. Their service representative said that he is unable to act on our service, because the order is currently in "Incomplete" state and he is unable to Complete it. His solution? He DELETED our order, which spawned a whole slew of new trouble.

Both the landline of 20 years and TV service were cut on the evening of CHRISTMAS EVE and were never restored. Each time we connected to a Rep, they would dispute and claim that we're not supposed have TV or Landline (No s***, _YOU_ DELETED them!) and we have to go through 20 minutes of explaining the situation before escalation. For cases where the representative claimed we'll receive a call from their supervisor or manager, no such call ever came.

Hey, they must figure, if our record is gone, they wouldn't be accountable, right?

Finally, I got a representative who was able to find the problem. Apparently the TV package was contingent/bound to the landline number, but that was cut because the landline was deactivated. She asked, "what's the new number you would like?" Apparently, it is not possible to restore our number which THEY cut off only TWO days ago restored, even though no new user claimed it.

I explained to her supervisor that it is unacceptable to have our 20 year old landlines to be cut off just like that on an AT&T mistake and that they need to rectify it. I was told, and I quote, "It is not about whether you accept it or not. This is how it is."


Incompetent representatives, ineffective system tools and poor note-taking, and unwillingness to admit and take responsibility for their people and system issues. This is by far the worst corporation and does not deserve any future business with me or any one, and does not deserve to exist.
     
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Posted by Soaring Consumer on 2013-12-27:
I suggest filing a complaint with the FCC.
Posted by nikalseyn on 2013-12-28:
Contact the agency in your state's Dept of Justice. I did a quick search and you can read this info from their website and follow the links to do so:

http://oag.ca.gov/consumers/general/telephone

I had to do this---against AT and T---some 15 years ago when they tried scamming me much the same as you. It was quickly resolved after I wrote the complaint and talked to the state agency guy. Given the size of AT and T, like a governmental agency, they really don't care and no one is held responsible. Good luck.
Posted by Old Timer on 2013-12-29:
Another good example of why we left AT and T many years ago and never once looked back.
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AT&T: Run Like Hell!
Posted by Mudjester on 12/05/2013
LAFAYETTE, CALIFORNIA -- The customer "service" is beyond terrible: it's not that the underpaid low level phone wranglers are bad (although some ARE) but that the corporate ethos is obviously one that is all about ripping off its customers and frustrating us at every opportunity. And AT&T provides many opportunities. Too many to detail. They make Verizon and Comcast look downright helpful!! After 20+ years of loyalty. Which turns out to mean NOTHING to this cancerous org, I have dumped da bums and will never return.
     
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Rebate Deceit
Posted by Chpuckey on 06/05/2012
DAYTON, OHIO -- An AT&T UVERSE rebate offered a $100 visa card for switching to UVERSE. I received a card from ATT for $50. The remaining $50 was to come from HBO and STARZ. To get these rebates required a rebate form be filled out for each movie offering. Each form required a paid invoice invoice for 3 months of service. The work necessary to fulfill these requirements was simply not worth it. I passed on these rebates.

I also got stung on rebates from Lowe's and rebates from the local natural gas company. The total of these lost rebates came to $400. This all occurred in the period from mid December to late may. It seems to me that these rebates are offered to promote sales but with no intention of paying the rebate if at all possible. This is done by building requirements into the process that are very difficult, if not impossible, to meet.

In general there is deceit, bordering on fraud, in the rebate process. Caveat emptor.

     
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Posted by KevinTX on 2012-06-05:
Sounds like when I bought a wifi box from ATT with the promise that I would receive a $100rebate in the mail... never happened... and they can't find a record of it.
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Charges On Bill For Services Not Provided
Posted by Ksenev on 03/06/2012
Recently had to re-connect my you verse service. The service was
restored using the old modem. On new bill they charge for
a new modem that was never installed. Billing is refusing
to give credit because they don't know what happened at install!
     
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Posted by JISCal2 on 2012-03-06:
Did the technician provide you with a copy of the documentation at the time of install? That should clear up the billing problem unless the tech is trying to pull a fast one.
Posted by tnchuck100 on 2012-03-06:
Why was there a reconnect? Was the service cut for non-payment?

If this is, in fact, a charge for equipment that was not provided I would refuse to pay it and demand they show proof that said equipment was installed.

Remember, in most cases, right or wrong, these companies expect you to roll over, pay up, not question them. Usually they get their way because most people will not fight.
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U-Verse Installation
Posted by Rgalang197431 on 11/01/2011
LOUISVILLE, KENTUCKY -- I was interested in having the U-verse with AT and T. They had schedule a technician to arrive. They did not. I tried to check my status on line and it was not available. On the day they did not show up, I called at and t. After passing me around several departments, they told me that for some reason, my account was cancelled. They had schedule me for another date one month later. This time they showed up however, they said they could not install the services for a box of some sort is missing .

Attempt #3 came when a representative was going around out building saying that they had install the box needed due to the demand of people. For this attempt, I took a day off

Guess what the technician did not show up again ! and when I got a hold of someone they told me that they could not install U-verse for there was a part missing !.

AND check this out, before I could get a hold of someone, I check my status online and it states that my installation date was scheduled for December 31, 2036 !.

I had saved all my documents to prove such even happened.
     
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Posted by Old Timer on 2011-11-01:
I'm still waiting to find someone that has this U-verse service and is happy with it. From what I see it's impossible to get installed. And if they do install it, it never seems to work right. And God help you if you get caught up in the AT&T automated CSR system.
Posted by Anonymous on 2011-11-01:
Same here Old Timer. I don't know about where you are but UVerse isn't available where I live... and I'm glad!
Posted by jonthethird on 2011-11-01:
It took over a month for me to get UVerse working properly. Stay away
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