AT&T U-Verse Consumer Reviews - Page 3

It's been 3 weeks since the original order was placed to have my number ported over from another carrier. AT&T, through their lack of communication, has caused delay after delay. First, they were missing some information that I found out about after the initial port date when I called to find out why the order wasn't complete. AT&T rewrote the order for 10 days later. Come that day, the order still wasn't complete. After several phone calls, I spoke with a representative who said there was an error with the order and that it'd have to be rewritten again, for another 10 days in the future.

When I mentioned I'd already gone through that and if there's an error now, there'll probably be an error then she was able to get someone to listen and told me the error was fixed and everything should be up in 2-3 hours. It wasn't. I called back that night and was told by support that everything looked good and should be up by 10 pm. It wasn't. The next morning I called and got tier 2 support who told me that everything looked good and that they'd have to reboot my router. They did, that disconnected my call and they never bothered to call back.

I called back in the evening, got tier 2 and they said that with that error, there's no way they can port the number until the error is cleared, which will be in 24-48 hours and then I'd have to wait another 5-7 days for the number to be ported. He tried to connect me with order management, sat on hold for 20 minutes at which time he came back and said the office was closed and I'd have to call them the next day.

Called the next day and order management said they could do nothing until the order was cleared and then they'd get the order rewritten and I'm looking at another 10 days for the number to be ported. I asked why I can go to a cell phone vendor and get my number ported over in 20 minutes and with AT&T it takes a month. They had no answer. There are too many departments that touch an order and that causes mess-ups. I'm pissed.

DALLAS AREA, TEXAS -- Around Christmas, AT&T U-Verse had sales men going door to door announcing great rates and new U-Verse service in my neighborhood. I was already with Time-Warner. I told the salesman if he could guarantee a better Internet line for clearer quality on my (independent) VOIP phone service, I would switch. He went into 4 minutes of why AT&T is so much better, and also said I'd get a $100 refund in the mail for switching. So I signed up.

First, the price I'm paying for fewer premium channels is more with AT&T than Time-Warner, and I'm still confused how that happened. But the big problem is that my VOIP phone line is consistently POOR. That is, every call I make on my VOIP business line drops words or echoes on one end or the other. I've called AT&T and they say that it's not their VOIP service, so they aren't responsible. Which is not what I was told by the salesman!

What really angered me is that I received a piece of mail to give me instructions on how to receive my $100 refund, and it had a time sensitive expiration date of about 3 days from the time I received it in the mail. However, it sat between two magazines initially un-noticed, and when I did notice it (about 5 days later), it had expired. And no amount of calling and asking for my refund did any good. I was not told when I signed up the conditions for the refund or to expect this in the mail, only that I would receive a refund about a month into having the service.

We had a power surge during a storm a couple of weeks ago, and I spent two hours on the phone with technical support trying to get Internet and the cable back up. These guys were clueless. I finally got Internet back up and running on my own. It took another 24 hours for the cable system to completely reboot. Right now I'm sitting without cable service, again it seems to be a reboot lag in the system. I am leaving AT&T within the next month and not looking back. I thought AT&T turned around in terms of how they treat their customers, but apparently they are the same sorry company I knew from years ago.

SAN DIEGO, CALIFORNIA -- My AT&T U-verse was installed last Jan. 29, 2009. Some four hours after the installation was completed, all three services went off. No phone, no internet, no TV. I called up the technician who installed the system and he promised to fix the problem the following day. When the technician failed to show up as he promised, I called him up and he told me to call the 1-800-ATT-2020 no. after being put on hold for endless hours by the different department reps that I was referred to, I was told that they have scheduled a technician to go to my place the following day, Saturday.

Saturday came and passed without the technician ever arriving at my house nor at least a courtesy call from AT&T. When I was able to get a hold of a representative who knew about my account, I was told that there was something wrong in their records but he assured me that they fixed it already. Another technician was supposedly scheduled to come last Sunday just in time for the Super Bowl. Sunday and the Super Bowl have passed with me waiting for the technician that never came.

Monday was exactly the same unreturned calls, run around, being put on hold for 30 - 45 minutes to hours and another dispatch schedule for today, Feb. 3, 2009 between 8:00 - 10:00 AM. Each time that I called up the same numbers, I was told to just wait. At 7:00 or 8:00 tonight I decided to just cancel my account. Me and my family missed a lot of important calls, my kids have to go to my sister's house to access the internet for their school research and yes, I missed the Super Bowl.

No TV, no phone, no internet for the past five days until Friday when my old but more reliable service provider reconnects me back. All these for the big mistake of switching to the nightmare that is the AT&T U-verse.

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.

HOUSTON, TEXAS -- If you are considering AT&T Uverse, you may want to think about one of their competitors... unless you enjoy choppy service and endless wait times to speak with someone on the phone. I'm writing because I was just on hold for 50 minutes to speak with billing because the first bill I ever received was a disconnect notice and a bill for over $400.

After being transferred to several other people, I was finally sent to someone who allegedly could make an adjustment on the bill. After more time on hold, I was told that the first person I spoke to could only do the adjustment. So, that was basically an hour long call that accomplished nothing since the other office closed while I was on hold.

On top of the recent experience, I've had a technician come to my house 10 times for the terrible quality of service. They still have not fixed the problems. The only reason I'm with them is because the channel lineup has potential and the cost is less than the competition. But honestly, I wouldn't recommend this company to anyone.

HOUSTON, TEXAS -- I figured out that I could get an internet phone for $6.50 per month instead of the Uverse AT&T price of $36.00. I renegotiated the internet service only for a price of $28.00 per month. Fortunately I kept good notes after being on the phone for over an hour, mostly listening to computer talking garbage options. My first bill was totally unlike what we agreed upon. Had to have them take off the phone service again, and the internet rate was a lot higher than we agreed upon. After another hour plus on the phone, they said they had it straight.

A month later, I got my next bill... Not at all what was agreed upon. I think this Company tells you anything and then bills what it wants to, expecting that you will not check your billing amounts or remember your agreement. After another hour plus on the phone, they said they could not offer internet at the previously agreed upon amount of $28.00 per month. So I said I would pay more to be with a competitor. They offered some bill credits to get down to the right amount. Forgot to include the tax portion.. Anyway I do see credits, but will know for sure with time. Worst company I have ever dealt with.

UNIVERSAL CITY, TEXAS -- OMG!!! I have only been a customer for 6 mos & have literally had to call every month with a problem. I started just internet service with AT&T about 8 mos ago & then switched to the U-verse bundle of cable/internet. So first month of the bundle I receive a bill for the new and the old internet service and the new bundle. Then 2 mos into the bundle they decided that I had always had a bundle that included phone services & backed up charges for phone to beginning of service.

Managed to get that removed but then they instantly took away the bundle special promotion plan without telling me & started billing me full price for each individual service. The 6 month promotion bundle should have cost me a total of around $780 and instead it cost me $1,060. CAN YOU SAY RIPOFF, BAIT & SWITCH?!

DAYTON, OHIO -- An AT&T UVERSE rebate offered a $100 visa card for switching to UVERSE. I received a card from ATT for $50. The remaining $50 was to come from HBO and STARZ. To get these rebates required a rebate form be filled out for each movie offering. Each form required a paid invoice for 3 months of service. The work necessary to fulfill these requirements was simply not worth it. I passed on these rebates.

I also got stung on rebates from Lowe's and rebates from the local natural gas company. The total of these lost rebates came to $400. This all occurred in the period from mid-December to late may. It seems to me that these rebates are offered to promote sales but with no intention of paying the rebate if at all possible. This is done by building requirements into the process that are very difficult, if not impossible, to meet. In general there is deceit, bordering on fraud, in the rebate process. Caveat emptor.

LOS ANGELES, CALIFORNIA -- Our service area of approximately 300 neighbors have been disserved by the total lack of service for our internet needs. A bad part in a remote terminal that services our area with slow speed internet took months and complaints to AT&T headquarters in Texas to get resolved but the speed is still sub-par (though it doesn't go out every three days any more!) And U-verse has been available for more than two years in areas 5 miles away but not here! Repeated inquiries online and by phone are constantly met with "not available in your area yet."

I subscribed to new DirecTV service through AT&T to enjoy downloading movies but due to the lousy internet speeds, their highest speed DSL provides, one movie takes at least six hours to download! We pay for services too, including the high utility taxes, why can't we get U-verse truly fast speed internet in 90043??? When and Why not now???

ATLANTA, GEORGIA -- I've had AT&T U-verse service since November of 2012 and I hadn't enjoyed it for a week before I started having problems. I tried to fix it with their tech support by waiting a long wait to talk to them but, I finally paid my bill for the service. I didn't use it and cancelled my U-Verse account in Jan, 2012, returned the modem, and waited for my refund but instead I keep receiving bill after bill and final letter. Then I called the # and it is not working or something wrong. It just repeating the same command.

Then, I try another #. After a long hold I get to talk to the lady and she ask me the passcode or favorite hero. I told her I forgot what I gave them when I signed the service so I ask if there is an option like my social security #. She said no. I have to have the passcode or she cannot help me. I tried to explain but she hung up the phone on me. I was shocked. I never expected this from AT&T. They have the worst customer service I ever had. I am just frustrated and don't know what to do. Please please help me solve this. Thank you.