No HD Preview

berlyd · ‎01-01-2012

My apologies if this is the wrong forum... I got an email from AT&T announcing a free HD preview starting Jan. 1st through Jan. 6th. This morning when I turned the TV on, I got a message confirming this preview... I have no preview (no HD on any channels). We called this morning and got the automated system which has no way of handling this problem (it seems to me that this system benefits AT&T but not customers). My wife took the phone and somehow got a real person and that's when the real problems began. First I thought AT&T was primarily a telephone company but I had to ask the service person to speak very loudly so I could hear. I don't know if these people are in another country or what but they don't seem to have the slightest clue of the concept of a free preview. One actually tried to talk us into a free one month HD trial that we could cancel before the month is up and charges start (this reeks of bait and switch!). The person finally tried to reboot my system from wherever they were which resulted in the TV screen going blank after the reboot (dark screen). I was then told I would be transferred to a second tier support and was disconnected so I hung up. I decided to reboot, as I had nothing else to do and figured since I had no TV whatsoever, that I had nothing to lose. My reboot worked inasmuch as I at least got my regular service back (still no HD preview). The support tech eventually called back and told me that my preview would be on only one channel (145) and would preview shows and movies. This sounds like one of the preview channels that are already standard and not a trial. Also, the channel I was told was going to show my preview turned out to be the Spike network and wasn't in HD which was not a surprise since my HD channels start at channel 1000 and channel 1145 was not working either. This support person, who never did transfer me to the second tier support told me she would call back within an hour with more information. Shortly thereafter I got a call from a family member, but was never called back by anyone at AT&T... I understand that in the great scheme of things that this is no big deal, and it really didn't start out as a big deal to me, but it grew from a minor annoyance into a very frustrating big deal very quickly. Even if I get what's left of my preview at some point and decide I'd like to spend the extra money on a subscription, I'm not sure I can trust that it will be without problems. My wife says she may try calling again later today but I don't expect any more satisfaction as the support people seem not even close to being able to understand what I believe really is a minor problem. I will be investigating the local cable and satellite providers and comparing to see if I can get a deal elsewhere. This is a shame because I've been mostly happy with AT&T Uverse. Anyway, thanks for your time.

texasguy37 · ‎05-18-2009

The HD channels are 1000 - 1999. Are you able to view any of those channels?

berlyd · ‎01-01-2012

No, they all tell me I'm not suscribed to them. The email and onscreen message I got first thing in the morning was that I would get an HD preview of all the channels I am currently subscribed to.

Thanks

kryptonite · ‎04-10-2009

I'm of the belief that sometimes a small issue can be indicative of larger ones. You may want to talk to the Tier 2 technicians and see if they can help. If not, you may need a technician. When I first got HD, we had a lot of old wiring that needed to be replaced. Once a technIcian replaced the wiring, we were good. As a bonus, we got set up with a ton of free or discounted channels.

Even if you switch to another provider, many of those issues could remain, considering the wiring will be the same.

berlyd · ‎01-01-2012

Hopefully we'll be able to get to a second tier person later and hopefully they'll have some inkling of what the heck we're talking about!

spd2demun · ‎07-28-2007

Any luck?

berlyd wrote:

Hopefully we'll be able to get to a second tier person later and hopefully they'll have some inkling of what the heck we're talking about!

berlyd · ‎01-01-2012

Thanks for asking. My wife isn't awake yet. It probably won't be for another few hours, but I'll post again with our progress... whatever it may be!

Thanks

spd2demun · ‎07-28-2007

YW, and good luck!

berlyd · ‎01-01-2012

Got home this morning, turned on the TV and am now getting my HD preview. I don't know if it was juast a glitch, or if someone at AT&T did something, but I'm not looking a gift HD horse in the mouth!... It might be nice if I got an extra day for the one I lost, but I think I should quit while I'm ahead. A sincere thank you to everyone who took interest in my (somewhat less than significant) plight!

Thanks Again

kryptonite · ‎04-10-2009

berlyd wrote:
Got home this morning, turned on the TV and am now getting my HD preview. I don't know if it was juast a glitch, or if someone at AT&T did something, but I'm not looking a gift HD horse in the mouth!... It might be nice if I got an extra day for the one I lost, but I think I should quit while I'm ahead. A sincere thank you to everyone who took interest in my (somewhat less than significant) plight!

Thanks Again

It never hurts to call their sales office and see what they can do. (It could be anything from $10 off your bill to a savings of over $150, if not more.)

berlyd · ‎01-01-2012

Thanks Kryptonite, I might just try that tomorrow morning!

Thanks

kryptonite · ‎04-10-2009

Look at what the competition is offering to you if you switch to them. During your phone call with AT&T retention or sales, quote that offer AND mention you couldn't get your HD preview in time.