AT&T Uverse Complaint - AT&T Uverse is Horrific, RUN!
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)