04-21-2011 11:16:16 PM
This is a Vent Post.
Let me know if you've heard this one before.
There is no one at AT&T that can process a U-Verse voice order. Zero period.
Don't get me wrong, they're all very nice people. They just can't do anything. I don't yell at them, because it accomplishes nothing and it's not their fault. Support people can't fix orders and Order people don't have the ability to follow through with an order to know that the order was cancelled. Nor can they explain why it was cancelled or what can be done to fix it.
Zero capabilities, Zero accountability. But they're real big on Apologies.
Do I think anyone from AT&T will read this Post? Not a chance.
Main U-verse installation date. I bought Everything U450, MaxTurbo and 2 lines.
4/7/2011. Tech shows up. "Sorry". "No voice on the order."
The tech was outstanding....went above and beyond what he was supposed to do.
I like the Internet. TV's ok but DirecTv / Tivo was a better user interface. Hey, I'm saving a bunch of money.
Back to the voice. It's now 4/21/2011 my 3rd installation due date has passed and the 3rd unexplained order cancellation. "Sorry" we don't know why it happened."
I have three battery units. I try to tell the Sales Rep O'-the-day that I don't need another battery. "Correct" ! they can't remove them from the order.
3 install dates, 3 automated cancellations. 3 Batteries
There is no accountability, nobody actually knows anything. AT&T management is triple, no, make that quadruple insulated from their customers. Can you find any mailing addresses on this web site? No. Many major companies have customer advocates. I read a Post that said they were going to write the PUC. Nice try. U-Verse voice is not PUC regulated.... pretty sure on that one.
Hours on the phone. 2 of the 6 or so calls were over 1hr.
Aggregate time spent speaking with someone on the call about 10 min. Repeating my problem from scratch to each person I get transferred to countless.
Do they care that some people actually call my land line? Maybe. Do they care that my Fax line is (was) connected to my ADT Alarm Service. They say they care. Meanwhile, I have no alarm service.
Get This! I actually believe that they will put the new order through correctly...each time.
If I get thanked for my patience and understanding one more time, I'm going to hurl.
Thank you for listening.
04-22-2011 10:39:45 AM
While I can't help you with the wall of incompetence you've discovered, I can tell you where to reach AT&T upper management.
If you would like to contact the AT&T CEO or other members of the Board of Directors, click the "AT&T Links" tab in my signature below, then click on the "AT&T Corporate Governance" link.
On that page is a "Contact Us" section, and there is a link that says "How to Contact AT&T's Board of Directors". It contains a mailing address.
While some people have gotten good results using this method, there is no guarantee that your mail will be acted upon.
04-22-2011 02:00:17 PM
Thank you so very much Joe.
I'm on hold now with a lady in Sales that wants to place another order. (28 min and counting)
She can't see where there's every been a previous order.
Good news! I get another battery.
04-23-2011 06:03:30 AM
You want to keep 1 of the spare batteries as backup but it would be wise to swap it with the working battery if you ever get voice to work. The other batteries you can give away or sell on e-bay. The batteries may be the only piece of equipmentthat will work on another account.
If this order does not complete contact David here. His group seem to be able to cut through the problems you have pointed out.
You can find this link at the top of The Uverse Lounge / My Contact Thread
I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinion.
04-30-2011 07:36:45 PM
07-09-2011 11:09:23 PM
Sorry I didn't post an update....
After the usual run around with the order people, I was finally able to get transferred to a NOC someplace.
The NOC guy had it working in 5 minutes.
Geeee now there's a surprise.
Same old soup, just re-heated.
07-13-2011 12:22:42 PM
I've had the same problems. Worst customer service I've ever seen. Two self install kits so far, two install dates come and gone. Nothing. Hours on the phone, transfers to tier 2 service, at least 6 calls and 2 chats, everyone nice enough, full of promises, but never come thru. Promises of callbacks within 24 hours, never happen. All I want is a phone line, flip the switch!! It's been five weeks now. Ridiculous.
07-18-2011 12:01:14 PM
Well, I placed my order for U-Verse voice and High Speed Internet, self install, on 10 June, 2011. The install date was set for 20 June, 2011. The 20th came and the tech showed-up to do the outside wiring, but there were problems. We got those resolved on the 21st but there was still a problem with the voice install. A nice tech spent 2-3 hours trying to resolve the problems that night but was unable to. On teh morning of the 23rd, my high speed internet was now working, but my voice service still was not. After calling back to support, found out that they had problems with porting my voice line to U-Verse because I had other AT&T services that were blled to the same account number. They finally got that resolved about a week later, and my lines have been working great since. The only glitch I had was when we had an 80 hour power outage. My BBU ran-out about 4-5 hours into the process. My wife surfed a good bit using her iPhone up untl the BBU died. Then we were left without phone or internet until I could get a generator and get it running. Once the generator was running, the RG was the 3rd thing we pluged in (after the freezer & the refridgerator).
07-25-2011 04:14:40 PM
Been there. Have the T-Shirt.
I feel your pain. The biggest issue seems to be number porting.
If the 2 telcos can't get on the same page, you're doomed.
The specifics of the problem, in this case porting, never get's reported back to Order Processing.
Thus, they are in the dark as to what the problem is. There is no accountability for an order.
No one will call and say "this is the problem with your order" or "here's a trouble ticket" or call you back.
The only way I got my phone lines was to scrap the old numbers and get new ones.