Problems with customer service/installation. . .

allicatOU · ‎08-31-2010

Hi -

I hope that someone can help me. Here's the "Cliff's Notes" version. . .

We live in central Ohio in an area that recently added Uverse. We switched from Time Warner to Uverse, along with bundling our iPhones. When we agreed to do so, we could have never known the issues that were forthcoming.

The tech scheduled our installation for the next available appt, which was about 1.5 weeks later. When the installation crew came out, we were told that they could not complete the installation as planned because there were issues with the oustide wiring (even though we live in a suburban area, never had tech issues before).

To our dismay, then, our home phone was no longer operational; this would not be a huge deal for everyone, but my husband and I both telecommute. We had to then host all of our work calls on our cell phones which caused our bill to skyrocket. We were told not to worry about this and that our bills would be covered.

We then received our first iPhone bill and we had $120 in overages; when we called Customer Care, we were told they would only cover $100. We were mind-boggled by this as our bill would have never been over had we had a home phone. . .which Uverse was the cause of this error.

The installation was finally finalized for last week; at this point, we would have been without a home phone for a month and a half.

The tech person came out and was able to install our TV and Internet AOK, but not the home phone; he said that he could install it, but we'd have to wait another five days for the line to be ported over.

We waited five days - still no home phone. . .and then our home Internet went out.

I was then told, today, that our home phone can now not be properly installed until September 18th. . .over two months since the order was originally placed.

At a minimum, it seems like our Uverse and cell phone bills should be covered for the time period that we've not had proper service, but when I try to reach anyone at the customer service lines, I get nowhere and each person tells us something different from the person before.

Can anyone help us?

Thank you!

spd2demun · ‎07-28-2007

Sorry to hear things didn't work as planned, with Uverse, some situations cannot be assessed until the installer arrives.

They have not credited you for anything yet, correct? And that could take 2 mos. to show up with accounting schedules.

Billing can give you an adjusted amount to pay over the phone, which may actually put you in a credit balance.

Have you tried calling and requesting to talk to Sales? I've found they are sometimes better equipped for issuing credits. See what they say about the $100 vs. the $120.

BTW, welcome to Uverse...hope things get straightened out and you enjoy the services.

jfw · ‎05-11-2009

Seems to be a ridiculous amount of time to get home phone installed. You stated that your internet went out, has that been fixed?

You can contact David and his team here. http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=david. Fill out all the info and leave a good call back number, someone from his team will contact you. David and his team are Tier 2 techs and have helped many a Uverse customer, they should be able to expidite your home phone install and help out with the billing issue.

phineoust · ‎08-31-2010

Do what I plan to do. Get rid of this miserable, crappy service. I plan on going back to DirecTV very shortly.

spd2demun · ‎07-28-2007

Enjoy your TV in the rain!

phineoust wrote:

Do what I plan to do. Get rid of this miserable, crappy service. I plan on going back to DirecTV very shortly.

wanda_1 · ‎09-01-2010

I am so pissed right now if my phone isnt crystal clear by the time I pick it up in the morning I AM DONE!!! Oh they say we make it easier for you to get ahold of us at customer service? Ya you friggen right had to use my cell phone cuz the lady that ACTUALLY ANSWERED THE FRIGGEN PHONE AT AT&T COULDNT EVEN HEAR ME ....so she hung up! Thanks for the help! In the mean time Dad is in the hospital and I cant call unless I use this cell phone we got? I will be back to charter if it isnt straightend out ASAP!

spd2demun · ‎07-28-2007

Try the phone number in my siggy and see if they can help diagnose the problem.

wanda wrote:

I am so pissed right now if my phone isnt crystal clear by the time I pick it up in the morning I AM DONE!!! Oh they say we make it easier for you to get ahold of us at customer service? Ya you friggen right had to use my cell phone cuz the lady that ACTUALLY ANSWERED THE FRIGGEN PHONE AT AT&T COULDNT EVEN HEAR ME ....so she hung up! Thanks for the help! In the mean time Dad is in the hospital and I cant call unless I use this cell phone we got? I will be back to charter if it isnt straightend out ASAP!

RCSMG · ‎12-10-2007

We are all subs here in this peer to peer forum. You could try the ts number Spd recommends. You would actually get someone who can actually do something to get your issue resolved.

David · ‎09-09-2009

I got yours, as of this evening I sent it to the ohio repair crews to address. They should be in touch on either tuesday or wednesday next week (monday=holiday). They may be in touch on monday but I can't guarantee they would be.

I found your e-mail early in the spam box.

I’m an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

RCSMG · ‎12-10-2007

Nice job David.

David · ‎09-09-2009

Thanks... I feel like this some days as the problems outnumber me. Having to have to gun them down

>

or run much faster

I’m an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

spd2demun · ‎07-28-2007

That's Rambocat's message--he's tired!

allicatOU · ‎08-31-2010

Still not working . . .

This is the only spot we've had any luck, at all, so I'm trying again and, I swear, if we weren't living it, I'd be sure we were exaggerating.

We STILL do not have a home phone (over two months now. . .try telecommuting with no home phone for this length of time. . .near impossible), the Internet is finally working (was also not working for part of this time), but the TV has been spotty; at this point, one cable box is not working, one is sporadically working, and one is working this is AFTER a technician replaced two of the boxes last week.

We also have not received any solid information of our credits.

What a nightmare - can anyone help?

Thank you!!!

spd2demun · ‎07-28-2007

Have you contacted David? Think he's going to be your only hope in getting this resolved. Agree, that's just crazy!

allicatOU wrote:

Still not working . . .

This is the only spot we've had any luck, at all, so I'm trying again and, I swear, if we weren't living it, I'd be sure we were exaggerating.

We STILL do not have a home phone (over two months now. . .try telecommuting with no home phone for this length of time. . .near impossible), the Internet is finally working (was also not working for part of this time), but the TV has been spotty; at this point, one cable box is not working, one is sporadically working, and one is working this is AFTER a technician replaced two of the boxes last week.

We also have not received any solid information of our credits.

What a nightmare - can anyone help?

Thank you!!!

RCSMG · ‎12-10-2007

I agree with Spd, contact David and send him all of your info. He or a member of his staff will be in touch with you.

ncstewart66 · ‎09-06-2010

Boy, am I ticked tonight. I was scheduled for U-Verse Triple Pack tomorrow between 9am-11am. At around 7pm, a very nice Indian woman called to tell me that I would not be getting voice after all because "AT&T landline did not respond that they were clear to port your number to U-verse. Would you like a temporary number?" Heck no.

This after placing my order on 9/3, receiving two messages from AT&T that my RingMaster service was causing a problem and telling them that it was OK to disconnect my RingMaster service to be able to port my primary number. TWICE.

Anyway, I am going ahead with TV and internet tomorrow and keeping my landline (hopefully, unless that ends up turned off tomorrow) for a while longer, despite losing the $18/month discount I was promised for the Triple Pack (no, there is no discount for just a Double Pack). I'll have the RingMaster disconnected on my own and try again for Voice after I see how the installation goes.

It's just really annoying. Not pleased so far. I even called back and talked to Charles, who was American and very nice but could do nothing for me and then asked if I'd please rate him very helpful if his supervisor called to ask how he was.

Grrrrr.....

spd2demun · ‎07-28-2007

Good luck with your install. I still have my landline with no regrets.

Think it is best to wait and have Voice done after the TV/Internet install anyway.

ncstewart66 wrote:

Boy, am I ticked tonight. I was scheduled for U-Verse Triple Pack tomorrow between 9am-11am. At around 7pm, a very nice Indian woman called to tell me that I would not be getting voice after all because "AT&T landline did not respond that they were clear to port your number to U-verse. Would you like a temporary number?" Heck no.

This after placing my order on 9/3, receiving two messages from AT&T that my RingMaster service was causing a problem and telling them that it was OK to disconnect my RingMaster service to be able to port my primary number. TWICE.

Anyway, I am going ahead with TV and internet tomorrow and keeping my landline (hopefully, unless that ends up turned off tomorrow) for a while longer, despite losing the $18/month discount I was promised for the Triple Pack (no, there is no discount for just a Double Pack). I'll have the RingMaster disconnected on my own and try again for Voice after I see how the installation goes.

It's just really annoying. Not pleased so far. I even called back and talked to Charles, who was American and very nice but could do nothing for me and then asked if I'd please rate him very helpful if his supervisor called to ask how he was.

Grrrrr.....

RCSMG · ‎12-10-2007

If I was in your position I would wait to get phone service until they offer a special price for it. When I first got UV the phone service wasn't available. And then when it did come to my area it was $40 per month. It was higher than my pots so I decided to pass. When I did get it the service was $20 per month so I signed up, and when the csr put me on hold he came back and said they were running another special. I got it for $10 per month. Make this work to your advantage if you can.

SJB42 · ‎01-17-2011

Hi AllicatOU,

We are also in central Ohio, and are also having insane issues with porting our home phone number to AT&T - you hit the nail right on the head when you said "if we weren't living it, we would think we were exaggerating!"

Did your phone issues ever get solved? I am coming up on 2 months of my home phone not being ported as well -- service ordered 11/28/10, today is 1/18/11 and we are still waiting .. told today it would be 1/25/11 before we can do anything.

I am losing my mind here - did you end up getting help? I'm desparate at this point, and will try anything. At&t order management, sales, tech support tiers 1 and 2, the executive complaint line - the hours that I have spent on the phone have to add up to days by now, and I've got nothing to show for it.

Help?? Thanks!!

jfw · ‎05-11-2009

SJB42 wrote:
Hi AllicatOU,

We are also in central Ohio, and are also having insane issues with porting our home phone number to AT&T - you hit the nail right on the head when you said "if we weren't living it, we would think we were exaggerating!"

Did your phone issues ever get solved? I am coming up on 2 months of my home phone not being ported as well -- service ordered 11/28/10, today is 1/18/11 and we are still waiting .. told today it would be 1/25/11 before we can do anything.

I am losing my mind here - did you end up getting help? I'm desparate at this point, and will try anything. At&t order management, sales, tech support tiers 1 and 2, the executive complaint line - the hours that I have spent on the phone have to add up to days by now, and I've got nothing to show for it.

Help?? Thanks!!

As was mentioned in previous posts, contact David http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=david, follow instructions under Troubles w/Uverse or Install problems.