ATT UVerse Complaint - A 5 Day Nightmare
WEST SACRAMENTO, CALIFORNIA -- Called AT&T to upgrade my basic DSL from 1.5 to 3.0 meg. The salesperson advised I could get UVerse at 6.0 meg for $3.00 more then my DSL/Phone rate, and that AT&T would put a fiber cable to my home to guarantee the speed. The install would be seamless, with a few hours of no internet service. I opted for a self install, as I am fairly competent with computers. The equipment was to be shipped to me in advance of the install date which was May 27.
I was home for the appointed hours: 12-4. The tech showed up at 3, checked the line, and all was a go. DSL was offline, no internet. Problem: no equipment. (BTW, no fiber either. It is NOT a fiber to the home, but a system using the old telephone wires.)
Called at 6 pm, was assured it would be at my home by 12 midnight (?). Could not believe this, called back, asked for an escalation. Supervisor told me that, after looking, no equipment had been shipped. Got through to tier 2 support, who said the equipment would be delivered by a local installer between the hours of 12-4 the next day (Tuesday.) Waited until 3:30 when the installer called and said he had no equipment.
Back on the phone, back on hold for another hour or so, back to tier 2. That man said the equipment would go out that night, overnight delivery by UPS.
No equipment Wednesday. Called, sat on hold, finally got back in. Was able to get a tracking number which had the equipment shipped Wednesday, two day.
Today, Friday, finally got the equipment with a new turn on date of June 1st.
Hours on hold, multiple disconnects due to their phone glitchs, dealing with very polite people who apologize, but seem to be able to do little.
Glad I did not take the television side of this mess.
If you go with ATT, have a pot of coffee ready, a lot of time to spend on the phone, and maybe take a Valium. You will need it.
NOT RECOMMENDED, AT&T UVERSE