800-288-2020

[tdub1974_1]

Does anyone else have trouble actually getting to "Uverse" when calling this number? I don't have AT&T residntial service and no matter what I try I seem to always get sales, residential service, DSL, anything but Uverse.

[tburris_1]

Yup... always have to get transfered to Uverse from wherever you end up.  Tier 2 actually gave me a number directly to them which has helped a ton as far as getting tech service.

[Uturnaroun]

Have you tried saying U-verse Tech Support?

[Koolkid1935]

Have you tried calling 1-888-320-2167 to see if you can get in there?

That number is listed on the U-verse site as the contact us number, whenever I call it, I almost immediately get someone on the line...no IVR to deal with.

[Uturnaroun]

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Koolkid1935 wrote:
Have you tried calling 1-888-320-2167 to see if you can get in there?

That number is listed on the U-verse site as the contact us number, whenever I call it, I almost immediately get someone on the line...no IVR to deal with.

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I actually just copied the number to paste it here. I always dial that for tech support. I never seem to get transfered to Tier 2 from that line though. Is it a different tech staff they have there?

[tdub1974_1]

Thanks all. I didn't see the number Kool Aid gave until I actually log in, which last night I couldn't !  The tier 2 tech guy did give a number direct to them as well and from now on I will use Kool Aid's suggestion.

Thanks again!

[tburris_1]

I got one of those "Hey you got customer service yesterday here is a survey so you can tell us how crappy we did" emails and noticed it was issued by Convergys.

I wonder if Houston Convergys is doing third party tech support for U-verse.

[spd2demun ACE - Expert]

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Uturnaroun wrote:

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Koolkid1935 wrote:
Have you tried calling 1-888-320-2167 to see if you can get in there?

That number is listed on the U-verse site as the contact us number, whenever I call it, I almost immediately get someone on the line...no IVR to deal with.

---

I actually just copied the number to paste it here. I always dial that for tech support. I never seem to get transfered to Tier 2 from that line though. Is it a different tech staff they have there?

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I just found it while on their site, then saw it here...thanks for the tip!  It is now in my cell as first choice.

Message Edited by spd2demun on 08-05-2007 08:09 AM

[Hoosier_1]

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Koolkid1935 wrote: Have you tried calling 1-888-320-2167 to see if you can get in there? That number is listed on the U-verse site as the contact us number, whenever I call it, I almost immediately get someone on the line...no IVR to deal with.

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They recently changed the Support page at uverse.att.com.  It now says:

Questions? For general product information, please call us at 1-888-320-2167 during regular business hours.

Technical support is available 24 x 7 at 1-800-288-2020. Please indicate "Technical Support" when asked for the reason of your call.

TTY users may call 1-800-855-2880 and enter "Uverse" when prompted.

[Koolkid1935]

Hm, maybe the 2167 number was never supposed to be posted, and now since it was brought up they have corrected it?

[spd2demun ACE - Expert]

[Hoosier_1]

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Koolkid1935 wrote:
Hm, maybe the 2167 number was never supposed to be posted, and now since it was brought up they have corrected it?

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The way the site describes the number now, it seems like 2167 is for sales and not technical support.  That's how it reads, anyway, but if you've gotten support from there, so be it.

[spd2demun ACE - Expert]

Have you tried that number that says it is for Sales?  Is the other number supposed to be 24/7 like the 2020 one?

I'm needing to make a call with all my latest problems, so let me know.

[Uturnaroun]

Well actually even the tech support number isn't 24/7 like they claim.

[spd2demun ACE - Expert]

Really?   I know I have called at 3 in the morning and been answered, and they do advertise that, don't they?

[Uturnaroun]

Well one time I called at midnight and I got a recording that said that they were closed and then it said the hours they were open.

[Koolkid1935]

You somehow got bounced to the sales department...probably the bad IVR they have misunderstood you.

[spd2demun ACE - Expert]

So Sales is 24/7?  If so, that would explain a lot of misinformation.

And I have been calling the 2020 number; is that the one you're talking about?

[Koolkid1935]

Tech support is 24/7, sales isn't.

Whenever you get a message to call back during normal business hours, you somehow got bounced to the sales department.

[spd2demun ACE - Expert]

Oh...then I have been talking to Tech Support.

[Uturnaroun]

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Koolkid1935 wrote:
You somehow got bounced to the sales department...probably the bad IVR they have misunderstood you.

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I didn't even get to the IVR. And it actually said thank you for calling tech support but we're closed.

[yoyo_1]

1-800-ATT-2020 is used for all sales and technical support for U-verse along with customer service. When you call that number, you may say key phrases such as "U-verse Billing Issue", "U-verse Technical Support", or "Order U-verse Service" to be routed to those departments directly. U-verse Technical Support is 24/7. All other U-verse sales or customer service are available during the following hours depending on which region you reside in:

Midwest - M-F 7am-9pm (CST), Sat. - 8am- 5pm (CST)

Southwest - M-F 7am-7pm (CST), Sat. - 8am-5pm (CST)

East - M-F 7:30am-9pm (EST), Sat. - 8am-5pm (EST)

West- M-F 8am-9pm (PST), Sat. - 8am- 5pm (PST)

[Koolkid1935]

So what department does 1-888-320-2167 get you to?

[yoyo_1]

We have different numbers that track the effectiveness of those marketing efforts.  All the numbers should go to the same departments based on the keyword phrases or the options you choose. 

[ms8959_1]

I believe the 1-888-320-2167 takes you to the U-verse Sales & Service Center.

[spd2demun ACE - Expert]

I noticed the IVR and prompts have changed (from my many calls during the Houston outage 2 days ago).  Right away it asks if you need Tech Support, but that might just be afterhours, when is the time I am usually calling.

One change I would like to see is "enter your account number" option to be removed.  I don't have my account number in front of me, especially when away from home, so the fact I have already entered my phone number should be sufficient (as with regular AT&T) to find my records.

[jonpsmith74]

I dont seem to have any problems with 1-800-288-2020 I just say U-verse tech or customer support or service and i get straight through and then can get transferred to tier2 if need be!

[misha_1]

I have huge problems with this because my phone is not AT&T - when I tell IVR that, he wants to know if I'm trying to call the other provider and eventually tells me if I want AT&T to call back during business hours, goodbye. I wish there were a way to input the account number instead. I have managed to get through to 'please tell me the purpose of your call' but the IVR does not understand the phrase 'Uverse technical support' and goes in to a loop such as 'I understand you want repair, is that correct?' to which you say 'no' and he replies you need to call back during business hours.

Very frustrating! Esp since it won't let you password reset on line, nor is there any way to send an email. att-2020 is the only option and it doesn't work reliably at all.

Still a ways to go before Uverse tech support is as bad as Comcast, but they're catching up quickly.

[hogrunr]

You can just tell it yes when it asks about the ATT phone service. Make sure you say each word distinctly when saying "uverse technical support", almost to the point of pausing between each word.

[hpmsrm]

Well here's another one that I use and nearly always get right in to a real live person:  866-618-7893

That number was on the front cover of the instruction manual left behind by the installation tech.  The same label says that 2020 is for sales, billing and other inquiries.  This 7893 number is supposed to be for Technical Support.

Phil