When I signed up for ATT U-Verse, i was told I would pay $90.00 a month for tv, internet and phone. Because I have an extra phone line, I'd pay extra per month for that. Every month since the install, my bills have been WRONG! Instead of putting everything on one bill, they continue to send me a U-Verse bill and a phone bill. EVERY MONTH THE PHONE BILL IS WRONG!!!!! I call every month and they say they fix it and again, it never is. The last excuse was, "Oh, the problem is we're having trouble removing the DSL charge from your phone bill - sorry!" WHAT A CROCK OF *%@#^&! If they don't get it correct today, I'm going to Cablevision in CT where I can at least get ONE bill and get what I agreed to!

We had a saleman come to our door as a representative of ATT U-Verse. This was the first week of May/2008. He showed us the bundles available which included up to 3 free receivers and free DVR, also a month free. We signed the forms, he called it in and a week later we received a welcome letter from ATT U-Verse, which included a paragraph that we will get free receivers. When we got our first bill this past week, it was for 2 months and over $350. They charged us for the "free receivers and first month". I called and spoke to a customer service person and she told me that the "free receivers and month free special" stopped in March and she couldn't take that off our bill. She came right out and told me that anything the salesman said they would not honor. I was furious and told her about the welcome letter, but she still wouldn't accept that even though it was from her company. She said her system would not allow her to change from charging us every month for the receivers to getting it free. I feel this is the typical bait and switch and will file a complaint with the Consumer Protection Agency in our state of Connecticut.

ATT uverse bills illeagally...lies about service and cost and then will extort money from you private bank account. It seems to me that they have no problem viloating a host of laws against citizens just to keep themselves fat and happy.

The worst decision I have made in years was to change over from Dish Network through ATT to the U-verse bundle of internet, digital phone and cable TV. We have had nothing but grief. Their technical support is non-existent, or puts you on hold for days. It is all miserable

Waited 2 weeks for Uverse to be installed, was at home at 11:00 appointment was at 12-2. I waited until 3, called them, they told me that the tech was on his way and still had me on his list. Called back at 4:35 and They put me on hold until they could reach the dispatch department. Then they hung up on me at 5:04 while I was on hold, so when I called back they were closed. I dont think Ill be paying them anything at this point...

AT&T UVERSE: A Complete Disaster...I don't know where to start...our AT&T Uverse debacle began this past May, it's now October and we've HAD IT. Dozens of hassles, problems, and flat out LIES from AT&T. I could seriously write a novel, but here's the cliffnotes version: Salesman were LIARS, everything they told us about the price/service was a lie. Installers were incompetent; had to have tech support at our home 3 times to fix voice, they couldn't fix so we just cancelled voice...but we're still being billed for it!! Uverse boxes are glitchy pieces of junk. Every other time we turn on the TV we're locked out by the parental locks, even though we've never turned any locks on. Customer service is a complete disaster; WORST I've ever dealt with. Our bill has NEVER been correct, we have to call 2-3 times every time to fix, they tell us it's fixed, but still arrives messed up. We still don't have the service we originally signed up for, we've battled a dozen times to correct that and after 2+ hours on the phone each time getting transferred from person to person to person and put on hold, hold, hold, we just give up....AND ON AND ON AND ON AND ON!!! How ironic that a company that's supposed to specialize in communications can't seem to communicate internally with itself! Worst company on Earth--EVER!! Don't EVER use AT&T!! They're going to go out of business if they keep this up! Nobody I've ever come across has anything good to say about their AT&T Uverse experience. We're cancelling TODAY. I'll HAPPILY switch back to Comcast and pay double what I'm paying today for less. At least they have their act together. AT&T is a COMPLETE DISASTER.

Our wireless keeps going off constantly. We originally have problems with installation.

Free = a several hundred dollar statement
Free = more than eight hours on the phone to try to rectify a problem they created

I've had NOTHING but problems with the entire ATT Uverse.
It started with the independent reps that wanted to push the service. The guy would NOT listen to me, would not take NO for an answer, wouldn't take come back later and talk to my husband for an answer, etc.

AFTER talking to the hubby, we agreed to let them come.
We called to set up our appointment but we also asked to speak to billing to find out what was TRUE about their sales pitch. VERY LITTLE we found. (Um, do I smell the opportunity for a class action lawsuit?!) The FREE isn't free and credits come later. It doesn't work on multiple TV's as promised. The box DOES cost. The free modem they promised they now want back. (We bought a laptop because of the wireless capability that they promised we could keep, but evidently this is a mess up as well.)

ANYWAY, They didn't come. I spent a couple hours on "hold" waiting for them to talk to dispatch to confirm a time - a time they didn't honor. This happened THREE times. I don't have unlimited time to give of my day and no one is paying ME for my time.

We enjoyed the free month. Picture on the big screen was awesome. The internet was fast. We called to cancel the TV because we have the service TO the neighborhood but not THRU the neighborhood. They asked if they could extend the "FREE" offer another month. Then we received a 186.00 phone bill. We wanted to cancel TV only. (I was a long time SBC global customer.)

Another month passed. The promised service THRU the neighborhood is not there and we're just far enough to not receive full benefits.

This weekend I spent over EIGHT HOURS on the phone just trying to reestablish internet service. Canceling our "free" service somehow cancelled us completely. The trained professional put in a "cease" order. Does she realize my house payment (made online) is due? Does she realize I have to WORK (online) in my field of business? Does she realize I have to travel and traveling standby needs me to make an internet reservation at 3:00 in the morning to secure a good position? Does she realize I've sent a package to Kenya and need to track it? Etc. SERIOUSLY. EIGHT HOURS. A guy finally calls ME back (as promised) and says the problem is "You can't have internet only." But I HAD internet!! They cut it off! Strangely, a technician called and was coming to my house. He said that wasn't true at all. He went to the box, started me up, and lo and behold, I had internet,just like that.

HOWEVER, just like that, I no longer had PHONE service.
It is now day FOUR and I STILL don't have phone service.
They want to charge ME to have a technician fix it, even though my electrical contractor husband reported that "there is no service to the house" per his checks.

Right now there is a technician here.
I have a 240.00 BILL from ATT Uverse in addition to my bill from ATT for my regular phone. When I called to adddress my online bill, they tell me that all the credits are there, I just can't see them. They're right - I can't.

What is worse is that not only have I been a loyal customer for YEARS, I also keep a credit balance on my account. (About 200.00. YES. I pay ahead.) So THIS is the "credit" they are giving me?!!!!!!!!!

I'm steaming.

Today, November 8th was the 6th day I waited for an installer to show up. Once again, no call, no show and when I finally got a service rep on the phone I was told no one ever confirmed the installation. This is after I spoke with 2 other individuals that confirmed they would be here this morning. As I said, today was try #6 and I've had it! They seem to spend a ton of money advertising their u-verse packages but can't support them. I will say their customer service reps have been extremely nice. I believe their problem is with their dispatch department. They need some serious help. Each call is a minimum of 45 minutes hold time and then they can't figure out the problems for an installation. The only rep that showed up at my house said, "We have a bunch of idiots working for AT&T" and after he sat at my house for 2 hours unable to do anything because his boss wouldn't allow him, he said "That's OK, I'm union, I'm getting paid for it". Does this sound like good customer service to anyone? Nobody cares. I have had my big screen TV sitting on my coffee table for over a month after having to ask someone to help me move it since the installer isn't allowed to. I have not had DSL for over 3 weeks because they told me I had to get my previous service disconnected - that's a whole nother issue in itself that I won't go into. Bottom line is, my child can't get homework done because he needs internet access. AT&T has no idea the amount of inconvenience they have cause me. The sad part is that they don't seem to care since there is no way to lodge a formal complaint on their website or over the phone. Today is Saturday and I was told I would not hear back from a manager until Tuesday since they have a 24 hour turnaround. I don't have faith I will even hear back then since I have spoken to multiple managers who have dropped the ball and not followed up with me to date. This is incredible. Oh, by the way, my employer began a national installation with them and after numerous problems, pulled the plug on them also. I have absolutely nothing positive to say about this company!

I'm sitting on the fourth installation date (technicians never showed up the previous three times, despite on average 10 calls to customer service to confirm and re-check ETA / order status)...

The voice recognition service on the customer service line is maddening. The CSRs I actually do speak to have no authority to make decisions, nor insight into the problem that is taking place. Even calling corporate headquarters / customer service did not resolve the problem (though their CSRs were a bit more empathetic).

Now that a technician has finally arrived, she cannot complete the installation b/c there is a problem outside the complex with the AT&T phone line, so a line technician is being called out to repair it. AT&T won't let me "reschedule" the U-verse technician to come out and complete the job until this line technician comes out and completes HIS. And the earliest date that is available for her to come out and finish the job is over two weeks from now (when I will spend another Sunday waiting 12 hours for a non-existant technician).

So I guess I'm expected to sit here with furniture moved into the corners and wires sticking out of the walls until AT&T sees fit to finish the job they've so shoddily started.

These people don't even have my business yet, and they're already treating me like I was a sure thing under contract. This is not the case. Don't be blind, AT&T...in this economic climate, it's not beyond the realm of possibility for large corporate behemoths to go down in flames. You really can't afford to sacrifice new revenue due to inadequate performance and the crappiest customer service ever.

No response from AT&T
Mr. Graver,
When are you going to give us the courtesy of answering our complaints given by phone and emails for the last 2 ++ weeks. Re-read the following message we started leaving on January 14, 2009'
Susan Baker Redfield:

Hi Dan Graver,
I left a phone message for you @ 7:36 am @ 517 334 3513.
Just wanted to put it in writing.
About 12-13 hours ago, Mr. John Borton all but finished installing our Uverse package. As far as we can tell, he did a great job. He was personable and very helpful in every way.

Before he left, when he gave us a very thorough demonstration of how all things worked, we realized that we had less service than with DishNet.

We, this AM, consider it a definite step down in service...very inconvenient and cumbersome for more money.

We now know that we have only TV watching service upstairs where with DishNet, we had the ability to record and delete etc..., Uverse can do none of these things in our upstairs unit.
Apparently the ATT machine can't handle what the DishNet did.

Also, on both TVs you cannot jog back live TV, Dishnet can...

Also, 2 out of 3 times when you change the channel, you also have to go through 12-20 clicks to adjust the aspect ratio and when you return to the channel you already adjusted it on, you have to adjust it again. It seems to be designed so you won't use it because it is so very aggravating; practically every single channel change.

Also, this morning I went to switch channels for the news and it told me something like I had too many HD channels going and I would have to cancel something. Huh?

We do not have HD so HD channels are not chosen by us, they just happen to be.

Dishnet let me do all of this without a hitch and did not put these unnecessary stumbling blocks in our way.

As it now stands, when we retire to the upstairs, every recorded program we watch, we have to write down and remember to bring them up in the morning, on the set downstairs to delete them.

Dishnet was never like this
In short, we realize now that we were oversold by three ATT door to door salesman before we bought,did not have the proper information to compare, otherwise, by the above comparisons in only 3-4 hours usage...it is clearly difficult to see how anyone could choose Uverse.
Once again, John Borton represented ATT in very qualitatively and this should in no way reflect on his work.

Please send someone out and restore us to our original, much better service as soon as possible.
Thank you for any and all considerations.
Clayton Redfield and
Susan Baker-Redfield

I've just cancelled my AT&T U-verse account and what a relief! My U-verse system was installed just five days ago, Jan. 29, 2009 to be exact. Some four hours after the installation was completed, all services went completely down. No phone, no internet, no cable tv. But that was just half of the nightmare. The real nightmare began when I called up the 1-800-ATT-2020 no. For the past five days I had my mobile phone stuck to my ears for endless hours trying to get help from the Sales Dept., the technician who installed the system to the Dispatch and other "advance tech" departments. But to no avail. Everyday I was told that a technician is scheduled to pay me a visit and I received email confirmations of these dispatches. But to no avail. Not even a call from them. For the past five days I stayed home mostly to wait for these dispatches that never came. I wish I had come to my senses sooner. Funny thing is, when I finally called up to cancel my account, the rep told me that my U-verse account didn't exist! AT&T U-VERSE IS A HORRIBLE NIGHTMARE. BE VERY AFRAID!

Ok, I have had UVerse for a little over a month and have had so many problems! Here is the LONG list of problems so far:
Here is a summary of the problems that I have had so far in one month with UVerse:

I started to set up my Uverse order on the Internet because if you sign up online, you get $200 cash back. After a few days of trying and ATT having system errors, I finally got half way through the order before their system crashed again. I called to finish and asked about my $200 cash back—he assured me that I would get the $200 since they were the ones with the problem. He set up the rest of the order and said he would call me back with an installation date. He also told me NOT to let Time Warner know that I was switching services until after UVerse has been installed in case they would need to change the appt. so there would be no interruption in service. He calls back and tells me that they will be there on Jan. 3rd to set up all 3 services and it should take about 6 hours.

Jan. 3rd--UVerse tech comes and installs cable and Internet and supposedly phone service but he really just left Time Warner's phone service connected--I found this out later. After he left, 1 cable box did not work and the Internet made my computer screen wavy, so they scheduled another tech. to come out the next day. He also stapled a wire halfway around my bedroom and never asked me if he could do that—it runs along my floor, around my doors and woodwork and along the floor again.

Jan 4th--2nd tech. comes and realizes that UVerse phone service was never connected--spends 2 hours connecting phone service, talks to ATT support to get it working, tells me that I can't get my phone number changed over until Jan. 16th but they can give me a temp. number and all I need to do is call Time Warner and they can transfer my calls from my old number to the temp. one

This was not true--I called, they said they do no such thing. I go out, buy another phone and plug in Time Warner phone in addition to ATT temp. phone because I have kitchen contractors calling and they have my original number.

That night a cable box freezes and after over an hour on the phone trying to fix it, they say I need a new box and a tech. will come out the next day.

Jan. 5th--3rd technician comes. Says he needs to rewire all of the first technicians set up since he did it the “old fashioned way.” He is at my house from 6-11:30PM, after everything is redone, he realizes that the outside lines are a problem and they have to send someone out to fix those. Says that I don’t need a new box. He calls back at midnight to ask if my service is working—I tell him I went to bed since I work the next day.

Jan. 6th--Still having freezing problems.

Jan. 7th--someone must have fixed the outside wires, freezing is gone

A few days later I have a message from the original person I spoke to about getting UVerse installed--the message tells me that for my upcoming appointment for installation they will be unable to set up the phone service since it is a Saturday. (I don't have an upcoming appt.--it had already been installed 3 times.) They tell me that it will cost $95 to have someone come out another day to install, but I will get a $100 rebate back. I call ATT to make sure that they did not charge me for service that doesn't even work yet but they installed and they tell me that they did not and they don't know why I got that call. They tell me that there are no charges on my account.

Jan. 8-15th--random issues pop up, I unplug and replug to try to fix it myself since I don't want to call ATT and talk to them again.

Jan. 16th--I call to see what time my phone number will be switching over--they tell me the order had been cancelled. I am irate, they offer me $10 off, I ask how much I have already paid for the temp. number that I don't even use, they tell me that I have the 1000 minute plan and start to figure out how much I have used. When I tell them I thought I had the Unlimited plan, they offer that to me for $5.00 more a month. They finally take $20 off of my phone bill and tell me to call back for more off if they don't get it working. Another customer service rep. is on the line and offers $10 off for 6 months for all of the problems that have happened thus far. He also assures me that the phone number will be ported over by Jan. 23rd. Meanwhile, I am still paying Time Warner because if I get rid of my phone service from them, my phone number will be given away.

Jan. 20th--I get a phone call saying that I need to switch my phone number or change the date it will change because there is a "problem" with the porting over date.
I call and ask why, they say that they have attempted to get permission from Time Warner Cable on the 16th, 19th and today and it was denied. I ask why they just started on the 16th since it was supposed to happen 2 weeks ago and they suddenly notice that they made other attempts too. They tell me they will look into it further but I should call Time Warner and ask them what the problem is.

I call Time Warner--they say that ATT never contacted them about the change. I tell them that ATT told me that they did 4 times and I also did--they tell me that I can't do it, ATT has to contact them and fill out paper work and assure me that they have no paperwork or anything from ATT. They give me a number to have ATT call to get the process started. I called back and they are still "looking into it."

ATT calls me back and says that there is a new date—Jan. 28th. They swear they have confirmation from Time Warner that this is really going to happen this time. I ask about taking additional charges off of my bill since I now have to pay for two phone services for an extra 2 weeks so she says that she will have another service rep. take an additional $20 off of my bill because her computer froze.

January 24th—They call AGAIN saying that there is a problem with my order—I wait on hold to talk to someone and they tell me that they are still waiting for confirmation from Time Warner and that the confirmation was not given the previous date that they told me it was. When I told them that I was on hold with the woman who called Time Warner and told me that they had confirmation, they told me that two ATT people called at the same time and “cancelled each other out.” They tried to explain it as one person knocking on the front door and one person knocking on the back door, so you don’t answer either door. What??? I am still waiting for a manager to call me back and explain why someone won’t “answer the door” and change my phone number over!!!

January 25th-I call and ask to speak to a supervisor since no one called me back. They tell me that they while the analogy was not right, 2 ATT employees did request the transfer, one was approved, one was denied. I got a phone call about the one that was denied, but the transfer will still take place on Jan. 28th. They tell me that they are looking at the paperwork as we speak that has confirmation of the transfer.

Later, when I get my mail, there is an ATT rewards paper detailing how I will get my cash back that I was promised when I signed up for UVerse. It says that I will receive $100 back, not the $200 I was promised. I call to ask about this, they say that it must be a mistake, they can credit my bill if I would like. I say that I want the cash back so they say that they will send me a Visa card with the extra $100 in 4-8 weeks in the mail. They say that I will also receive a $100 check for the reward that posted to my account.

He also offers me the next TV package, U300, for free for 6 months for all of the trouble I have been having. He will also give me a $40 check that I need to redeem online in a few days, then it will be sent to me.

January 29th—I realize that the phone service DID NOT switch over. I call, but there is no one available in that office, it is closed.

Jan. 30th I call at 7:00 AM, when they supposedly open. After a long wait on hold, I reach a representative. I ask to go directly to management, after a brief explanation she says she will transfer me. I wait on hold, she keeps coming back and saying that she is still on hold for a manager, there aren’t many there at this hour. I have to go to work so I tell them I will call back from work.

I call back, wait on hold again, finally get through to a manager who puts me on hold to figure out the problem. She comes back on the line and says that the order was cancelled. She also does not know by who. She puts me on hold again to try to figure it out. She puts me on hold again, but now the kids are coming in so she says she will call back and let me know what keeps happening.

Later that day I get a message from Maria, the supervisor. She says that the new transfer date is February 5th, that the temp. number will just be changed to the new number and it is definitely going to happen. She says she will call me back to speak to me directly about what happened to cause all of the problems. She doesn’t call back. Later I get another message from Beth, the person I believe I was on hold with in the morning. She says that she set up a date and time for my phone service installation (I don’t know why—it has already been installed for a month) and that they will be at my house between 2 and 4 on Saturday. (Wait, didn’t they tell me they don’t install phone service on Saturdays?) I refuse to call ATT again and wait on hold to cancel an appt. that I never asked for and do not need after being on hold for 1 hour and 45 minutes already that day.

That evening I call Time Warner cable to make sure that they do not disconnect my service on Feb. 3rd like they said they would before. They assure me that they will not, they know my phone number has not been ported over so they won’t until I call them and tell them it has happened. I ask if they know why my phone number has not ported over, they say that ATT sent them paperwork cancelling the change. They don’t know why either.

Jan. 31st—I am home on Saturday. No installer arrives between the given hours. At 5:30 PM I get a phone call, I presume to set up another date for installation—I interrupt and ask if they know why an installer is coming since I have had phone service installed for a month, the problem is that my phone number has not ported over. They don’t know why either, but she also tells me that there is no order in the system saying that my phone number will be ported over on Feb. 5th so I better call that dept. back and let them know. She asks for my confirmation number or order number, I tell her that I have never been given one. She is surprised. She says she has never seen anything like this and that I should call the department back.

Later that evening, I get an email from ATT saying that my bill is ready to be viewed online. I open it up--$338.00! I am stunned and angry. I call ATT, the person I speak to says that “that sure doesn’t sound right.” He tells me that he would like to help me but his computer just crashed (that seems to happen a lot!) so he is unable to view anything. He gives me the number for the billing department to call. He isn’t sure if they are open tomorrow or not, but for sure they will be on Monday.

Feb. 2nd—I call about my bill. The person I talk to says that it is correct, I owe 338.00. I have her give me the break down of the charges—I am charged the 95.00 for installation. According to the person that I talk to, only installation for TV is free, the rest I pay for. I tell her that there is no way, when I signed up they said installation was $190, but they would take the $190 off so installation is free. She says that there is no note of this. I tell her that I have an email saved that states this, so she finally takes the charge off. She applies the credits that were not added which brings the bill to $231, with the prorated charges for the first 20 or so days that they did not charge me ahead for.

I call TMJ 4’s Call 4 Action hotline and speak to John. He offers to call ATT for me to see if he can get things moving. I get home and there are 5 messages from ATT. One says that Time Warner no longer carries my service, they dropped me, which is ironic since they have left a message on the phone number that Time Warner supposedly dropped. ATT says that this is why my number is unable to be ported over and I should call back. The next message is from John, from ATT, he finally gives me a case number--#CC349H. He wants me to call him back. There are 2 messages from Brian, from the “Escalation desk,” and he says he will call back. The second message from him says he set up an appt. with a technician to come to my house but he does not give me a time, only the date, Feb. 5th, which he still says will be the porting date. Brian also says he will call on Thursday to make sure that it works. Juanita, a representative from the Midwest Executive office, calls and asks me to call her back. I try but she is already gone for the day.

A few hours later I get a call about the installation appointment that they missed from Saturday and they would like me to reschedule, even though I already explained that I don’t need any installation!

I get a letter from Katrina Kravy from Fox 6 stating that she sent a letter to ATT and will forward any responses to me.

Feb. 3rd: I speak to Juanita from the Midwest Executive office. She tells me that the phone number will be ported over on Feb. 5th, as planned. I also tell her that someone set up a technician to come to my house and that I am not able to be home when they set someone up to come in and that I don’t know why someone is scheduled to come.

She calls back later and tells me that no one has to come for the porting over and it will take place on Feb. 5th. I ask her why someone called earlier and said that Time Warner no longer carries me as a customer so they had to cancel the port so she calls my phone number from Time Warner to see if it is still connected, which it is and I already know. She says she doesn’t know why I got that call and that I should call her on Feb. 5th to let her know that it did port over.

Feb. 4th: I get a phone call reminding me of my upcoming UVerse repair appointment for Feb. 5th. I call back and say that I do not need a repair appt. and it was already supposed to be cancelled. She looks it up and supposedly cancels it.

Feb 5th: I get home, call the phone number with my cell phone to see which phone rings, ATT or Time Warner. It is STILL Time Warner. I check my messages and there is a message that I was not home for my service call (the one I cancelled and never needed!!!) and that there is a note on my door. I go and get the note and call Juanita. I leave a message telling her that the port did not occur, that ATT came to my house even though she should have cancelled the order and I cancelled the order and I also asked what is going on with ATT that nothing is ever straight. I am waiting to hear back from her.

Waited for months to get the exciting news that Uverse finally was in my zip code. Yeaha, set up the appoint for installation another month wait for installation..so what I was getting Uverse.... The big day arrives Feb 3rd installation at 12- they call at 9am and ask if they can come early 9:30...excitedly, I reply sure. They arrive - only to tell us within minutes that we are too far from mother board to get a good signal. We are 7 blocks away, my.. how close do they need to be to this mother board? They dispatched an engineer (mighty pricey I am sure) and were told the same thing by him. Not sure when they will be able to get another "mother board" closer to my house for a better signal - could be up to a year. A year?! They left. No installation. Called my current provider to tell them I was not leaving them afterall. My BIG question is- really 7 blocks is too far? They cannot tell me when one will be closer? They did not research prior to that day to tell them how far from the "Mother Board" I was>? They spent $$ sending a technician and an engineer out (I estimate that cost being absorbed into Uverse fees being paid by users). Cost efficiency is everywhere- but not ATT. I am so happy now that I was not installed - if this is how they run there new business, I cannot imagine how it would have been once I was just another number/customer. STAY AWAY!

ATT Uverse "customer service" and "technical service" are the worst around.
Been out of service for a week...can't get anyone to come by to fix. Had been scheduled on Wed morning between 8-12, and nothing. Called and they stated it was cancelled internally, no one could tell me why. Waiting again two days later, still nothing. The moron's that answer the phone are complete idiots, but then again maybe they are not, you just can't understand their limited english!!
Worst decision I have made getting this...if you are thinking of getting their service, THINK AGAIN!!!

Don't even get me started on the moron that actually showed up for the installation...9 HOURS LATER I have extremely limited wireless service and a slow internet connection plugged in direct to the HUB.

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 seperate 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 rep 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 seperate 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

seperately. 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!

AT&T UVERSE IS PATHETIC.

IT DOESN'T WORK.
SERVICE IS TERRIBLE.
TECHNICIANS DONT KNOW WHAT THEY'RE DOING.
MORE BUGS THAN I HAVE EVER SEEN IN A TV+INTERNET SERVICE.
THE SYSTEM IS HORRIBLE.
SPEED IS SLOWER THAN DIAL UP.
TV GOES OUT FOR NO REASON WHAT-SO-EVER.
AND TECHNICIANS SAY THE SAME THING EVERY TIME "Reset the box".
WELL THAT DOESN'T WORK.

TECHNICIANS ARE ALL A BUNCH OF ASIAN IMMIGRANTS.
DONT KNOW WHAT THE FUCK THEY ARE DOING.
ALL PROBABLY TRAINED IN 30 SECONDS.

ULTIMATELY,
AT&T UVERSE = SHIT

ATT is great with phones. Wireless phone service provider.

But they should stay away from internet and TV.
**Drop fail hammer**

I do not want to make it too long, I just HOPE I can warn other people before they consider switching their service to AT&T? All the above were my complaints, slow service, a LIAR as a salesperson, ULTRA bad costumer service and shoddy signal. I am a very easy personal to deal with, but had to become the Hulk a few times while I was talking to total AT&T knumb skulls on the phone!

It took me 6 months to come to my senses, I am now back to my previous (cable) provider and will NEVER EVER consider AT&T again. PLEASE people, read up on these AT&T crooks!

LOL, what a nightmare. If you think these stories are bad you should try working there! lol

Isn't anyone at a governmental consumer protection agency doing anything to shut these bastards down already?

We've had AT&T U-Verse for like five months. So far, we have had over twenty days of no service. We have had so many techs in our house that I swear, I think I know all of them by now. My Gateway has been replaced three times and my DVR twice. Someone's scheduled to come over tomorrow, which makes it the eighth day straight with having problems. They told me today that my line is over capacity and maybe I should lower my profile... By that they mean, I could only watch or record only one HD show..... are you freaking kidding me.

If things don't improve come the end of the week, I'm switching to Direct TV and go back to Yahoo DSL for my internet.

AT&T DSL Installation is the example of the WORST CUSTOMER SERVICE I’ve experienced in years.

A month ago I decided to sign-up for AT&T U-verse (TV) and Internet packages. Called and scheduled an installation appointment, they gave me a 2-hour window for a technician to arrive. The technician arrived 30-mins past the end of the appointment window (though I have to mention that they called and notified me about the delay). After arriving, the technician spent only 5 mins taking a look at my apartment and immediately stated that she would not be able to complete an installation that day because she needed access to the phone/cable room outside of my apartment which was locked at the time (I live in a condominium building). I was very frustrated that I ended up taking 4 hours off from work (unpaid time!) for nothing. If they told me, in advance, that they would need access to the phone room I would have arranged that with my HOA. The technician offered to reschedule the installation for next day and gave me another 2-hour window.

Next day, I took a time-off from work again and was sitting and waiting in my apartment. When no one showed up or called at the end of the allotted appointment time, I called AT&T’s customer service myself. They told me that they had NO RECORD of any appointment for me in their system for this day. I can’t express how shocked and upset I was with such an unprofessional dealing. Taking another half-day off from work for nothing!! I demanded to talk to a manager. The manager sympathized with me (per their usual protocol) and offered me a $50 credit off the first month bill for the inconvenience they caused. Then he suggested another installation appointment in a couple of days. I couldn’t wait any longer for the Internet b/c I needed it that evening for work so I decided to activate the Internet with my previous cable provider (Cox) and take only the TV package from AT&T. So, I scheduled the third installation appointment for TV in 2 days.

(BTW, Cox technician arrived the same day in a few hours and activated my Internet).

At the time of my third appointment with AT&T a new technician came and worked for 3 hours going back and forth between my apartment and the phone room outside. He ended up using a coaxial cable (leftover from previous Cox TV service) instead of a phone cable b/c of the inconvenience of the phone jack location. After he left I realized that I lost my Internet (which was using a separate coaxial cable in another room). Luckily, the technician left his phone, so I called him and he returned back. After working for another hour, he reconnected the cables and I finally got TV service from AT&T in my living room and Internet service from COX reinstated in my other room.

I had thought my troubles with AT&T were over until I got my first bill. Not only that there was no promised $50 credit but I was also charged for the Internet package which I didn’t get from them!!! When I called them a customer service rep said that there was nothing in their computer system about me canceling my request for the Internet service. I was shocked once again! Maybe they didn’t see the canceled request but couldn’t they see that there was no actual usage of the Internet data and they never even provided me with an Internet modem? The rep said that no, she couldn’t verify all that. However, she agreed to revert the charge for the Internet (she made it sound like she was doing me a favor by just taking my word on it). As far as the promised credit, she said there was NO note (again!) on that in the system (how convenient!). There was no record of me having any conversation with any manager. She asked me what was the name of the person I spoke with, I couldn’t remember and she said there was nothing she could help with since I failed to record the name of that person. Since when it’s the customer’s responsibility to log phone conversations? Why AT&T doesn’t take responsibility for not keeping records of customer calls and promises of their own reps/managers? I asked to talk to a manager again, the rep said no manager was available and offered a call back first thing next morning (which is today). As of noon, no one has called yet.

Though I like the selection of channels that AT&T U-verse offers I am going to switch back to COX for my TV as well. I am so pissed with this lack of accountability and professionalism that I don’t want to continue to remain their customer. I also have a cell phone service from AT&T and even though I’ve never really had any customer-service related issues with the cell phone, I am thinking about canceling it as well, just to save myself from any future bad customer service troubles.

GOSH!!!! I wished I had read all of this BEFORE I allowed ATT to switch me over. So far the only problem I have had is with their VoIP not working with my Brinks alarm system. The ATT website claims to have done EXTENSIVE testing with Brinks Home Security!! Well, the shit does not work...AT ALL!!

Right now I am waiting on ATT to re-install a land line for me so that my alarm system will work. In the meantime, should I experience a burgalary due to ATT's incompetence, I wonder if I can sue their ass??!!!