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AT&T Complaint - Self Installation Rip-Off - AT&T U-Verse Internet
AT&T U-Verse Internet - Complaint
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.
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.
Comments:
Posted by msnanny on 2011-04-13:
Good review!
Posted by Toto's Monkey 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?
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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