AT&T Cable Services Complaint - Don't switch until you've been informed completely - wish I read the blogs sooner!
JACKSONVILLE, FLORIDA -- Wow! I don't even know where to begin explaining the horrible service I've received from AT&T.
I was completely misled from the very first salesperson that showed up at my door. I informed the guy that I have AT&T business class services set up for DSL & phone that are paid for by my company & I wasn't leary about switching from Comcast Cable to AT&T U-Verse Advanced TV because I didn't want my business services disrupted in any way. I was assured not only by the salesman, but also be the installer who showed up 2 days later, that there would be no interruption in my business services because they would set up the U-Verse TV to come in on a separate line.
When the installer left, everything was working fine...until the next morning...my DSL was down! I called tech support for my business DSL services and was told that my account was showing "cancelled-converted to U-Verse". You can imagine my surprise and upset after being told that! Apparently, after the fact, they told me that it's not possible for me to have AT&T business class services & AT&T U-Verse at the same address (even if coming in on different lines).
Anyway, as I tried to get my business class services reinstated, while at the same time telling them if the services are incompatible U-Verse has to go; I continued to get the run around. I was transferred, hung up on, never called back and so on. I had one representative telling me it couldn't be done, tech support saying it can be and all I wanted was a definitive answer & my DSL restored.
Finally, after over two weeks (and supposedly a presidential escalation), manager overrided the system to allow for my U-Verse to come in on a stand-alone line and billed to my home address & my business DSL/phone to be billed to my company based in CA. After 3 cancelled account #s and hours of time back & forth with manager, techinians, etc, they even offered me an upgraded package for my trouble. All worked great and I was a pleased customer to have my business services up & running, not to mention I actually liked the U-Verse TV...but, of course...something happened yet again...
About a week later, I received a final bill for one of the accounts that was supposed to have been cancelled at no charge. When I called customer service to clear it up, the agent that I spoke with told me that she cleared the charge and the account has been closed properly. Later that evening, I sat down to watch TV and to my surprise, it wasn't working. I called tech support to find out if service was down in my area and was told that my account was cancelled as of earlier that day. I explained to him that I didn't authorize the cancellation of that particular account # and that I had actually called in about a completely different account, but there was nothing he could do. I couldn't call customer service back because, of course, it was after hours...
The next day, I called customer service and asked them to reinstate my account that their agent had cancelled without my authorization. Once again, I was told over and over again that if they reinstate my U-Verse account it will cancel my business services because I can not have both services coming into the same address. I tried explaining to them that they were running on two separate lines already for over a week and everything was fine until their agent cancelled the order, but once again I was transferred, hung up on, and promised a call back...it didn't happen.
I've been in touch with the technicians that installed the service and they've all explained to me that from a technical standpoint, it can be done; the problem is their customer service software/system isn't set up to bill different services separately. I keep being told that U-Verse can't be installed if a customer has DSL service already from another provider (even if the other provider is AT&T business)...a bunch of crap if you ask me, especially since both services were up and running with no issues for just over a week! Seems to be a ploy the U-Verse side to force customers to sign up for U-Verse DSL even if they really don't want it!
I'm now going on my 2nd week of NO TV services at all, because since I was promised by several managers that they would make it happen for me, I cancelled my Comcast service. Now Comcast says they will have to charge me installation fees again (per room, I might add) and I won't qualify for any special promotions for 90 days since I was currently under one before I cancelled.
In the meantime, AT&T has pretty much given me the attitude of "Oh well, sorry about your luck". So now, I'm researching alternatives to take my business class services elsewhere as I no longer with to do business with AT&T at all.
I lost 2 weeks+ of productivity for work due to the interruption of my business services, not to mention the money I have to shell out to get Comcast set back up. Now after reading all these messages, I'm even more worried that my credit card on file with AT&T is going to be hit with a charge for the equipment that they promised "to have a technician pick up if as long as I cancel within 30 days of installation" as part of 30-day trial period...this doesn't seem to be the case since I received a notice that I have 21 days to ship the equipment back or I'll be charged! YIKES! Here we go again...
If there's a class action suit against them, please include me!