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Not Ready For Prime Time
Posted by Fairfieldwizard on 12/04/2007
SOUTHINGTON, CONNECTICUT -- I live in central Connecticut where AT&T's Uverse product is being rolled out. I had it installed at the beginning of September, replacing Cox Cable. Attraction: It was $30 a month cheaper. I ordered the Premium internet service and the "U200" television channel package.
When it works, the picture is pretty good. Internet service is also good. However, since it's been installed:

1. I've had massive "pixelation"- picture distortion in little blocks most evenings. Called seven times. Tech's out three times. Lots of apologies and blame on everything from "we're far from their pole box" to weather. Apparently can't be fixed.

2. DVR is not smart like Tivo or the one supplied by Cox Cable. It will not record a show that runs over a 1/2 hour or one hour block by a few minutes. It chops it off (How does Hitchcock's movie, "Vertigo" end anyways?)

3. The do "software updates" during the hours you want to watch television. When that happens, the screen goes blank and you must reboot the boxes. That takes 5-10 minutes.

4. Will only record one hi-def channel at a time.

5. Call AT&T and you have to fight your way through an IVR system that doesn't really know about Uverse. It wants your AT&T phone number in order to proceed. If you don't have one, it only wants to connect you to someone who can get you an AT&T phone number. Uverse's solution? When the IVR answers, yell, "Uverse, Uverse, Uverse", over and over again.

6. They send you an email after every time you call for support. But they never ask or solicited for your opinion as to your satisfaction. That's the old AT&T I remember- they just don't really care.

7. Their pay-per-view movies don't ever seem to change. That might be the nature of the beast, however.

On the plus side... the installation guys were awesome. Knew what they were doing and did it.

Just dumped Uverse to return to Cox (and a higher cost) Uverse is not ready for prime time.
     
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Posted by chemman on 2007-12-04:
Thanks for the great review about your experiences with Uverse! Hopefully it will save others from having to go through the same painful experience.
Posted by GTB on 2007-12-04:
I had a similar experience with U-Verse and when I tried to call to let them know I could not get service, after being switched the sixth time, the lady told me very loudly, thats not our problem, switch back to your old provider as you may be too far from the distribution panel to get a good signal. Very Unprofessional, maybe getting too big.
Posted by trumania on 2007-12-04:
I'm not surprised. I can't wait until I can get UVerse though.

UVerse is not a nationwide product or a 'primetime' product as you would say. It's only available in 8? markets at this time and even then it's limited availability. They're still working out the kinks in the system and optimizing it.

*shrugs*
Posted by nstigator39 on 2007-12-04:
WEll one would think that while they are "working out the kinks" they could at least talk to you in a normal tone and not yell and act like it is your fault. I think if anyone checks AT&T has probably the worst customer service records. You are right, the U-Verse package does look very impressive. Good Luck.
Posted by Anonymous on 2007-12-04:
I gotta agree with nstigator39 on this one. Good comment.
Posted by bbaroo on 2008-04-28:
I am having a terrible experience. It has been two weeks since the install, and I have had 13 Trouble Tickets. As you say, this is Not Ready For Prime Time. Now I am requesting to cancel service and get my money back. Were you successful in getting your money back? If so, would you mind sharing how you got your money back?

Thx,
bbaroo
Posted by My Twins on 2009-05-11:
I am in Atlanta, GA. was scheduled for install on April 6th. The AT&T service person came that day and turn off my DSL connect and the actual U-Verser installer never show up. I was 4 days with out phone service. By Friday when the installer came and hooked up the box it would not interface with their server. From that time until May 11th when I called for them to come and pick up their box was the first time I had communication with them regarding my problem. Now my phone line is completely messed up and waiting for AT&T to straighten this problem out. I do not recommend anyone going with U-Verse.
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Beware Of AT&T Uverse!
Posted by Raremark on 07/30/2008
GLENDALE, CALIFORNIA -- I, like many others long-suffering-financially- abused cable subscribers, decided to end the misery and embrace my right to free choice. Out of all the options available to me, AT&T Uverse seemed like the logical choice since I was already getting my telephone and my Internet DSL services from them and they were quite satisfactory. Boy...I really went for the greasy pig when I started using my "logic." Uverse promised higher quality fiber optic state of the art TV viewing and faster Internet but after three weeks of usage those claims have proven as real as Alice in Wonderland! To begin with the Internet runs about 30% slower and occasionally gets stuck, like frozen. I did not notice any substantial image or sound improvement on my TV and searching for channels that go from 02 to the 5000s is not pleasant. I bought the 200 channel package and they are spread all over. (Consulting over and over again the much-cluttered booklet with the channel list is not pleasant either.

Sometimes when you dial a channel from your remote all you get is a frozen picture... You have to go back and forward for 3 to 5 minutes before you get the image to "move"... That NEVER happened with cable. In short, keep away from UVERSE... I'm planning to cancel as soon as the rebate and initial billing come through.

I have no idea where to go next since anything with a dish is out of the question due to where I live. If anybody has a suggestion it'll be greatly appreciated.
     
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Posted by Anonymous on 2008-07-30:
Go to www.dslreports.com. Click on FORUMS at the top of the page. Scroll down to US TELCO SUPPORT. There you will see AT&T UVERSE. You can search to see if there has been a similar problem posted or you can register (free) and post your problem. I am certain there will be some responses to help you get fixed up quickly.
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Better than dish network
Posted by Tony Baloney on 06/20/2009
Iv'e had U-verse TV for less than a week now, and
it has been working great as far as picture quality and sound, however the picture has gone out twice while watching programming ( screen
turned black as if the TV shut off, I had to change the channel to get away from it, when
I went back it was a frozen image and then it
finally fixed itself, other than that it's
the finest picture iv'e seen, the HD is AWESOME.

I hope the problem gets worked out soon.

     
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Posted by Anonymous on 2009-06-20:
U-verse tv does sound like a good option. I understand you need a pretty clear high speed Interent connection or DSL for it to work right? I looked into it a while back, for what I'm paying Cox less than $70 a month, U-verse tv wants $139.00 a month. I will check back with them again if their prices come down at all. I won't sign a contract so they would need decent month to month pricing like Cox.
Posted by Uverse is the worst!!! on 2011-08-04:
Do not order uverse. They are a rip off and nothing works right, especially the BILLING...they do not ever give you what they promise and keep billing on and on after you TRY to cancel the service
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