01-28-2010 11:19:44 AM
A brief history: As many others, I had some really difficult dealings with Uverse, namely trying to simply add another receiver to my home. The order was first placed for the additional receiver in June08, and through weeks and weeks of failed schedulings for an install, I gave up. I then tried again in August, had 2 more installations that failed to show into September, but after much pain was finally able to get someone to show up on Sept 25. The order was only for an additional DVR receiver for the bedroom, nothing more.
The issue is this: In looking at my bills since that time, it appears that someone took the liberty of upgrading my account to the next channel package without my consent. I have spoken with 2 different people from the billing department on the phone, neither of which could produce documentation/proof that I actually put the order in for the additional channels. In fact, their system doesn't show the order for the extra receiver at all... only for an "upgrade" of the TV channels. They also could not find the history of the fiasco from all the failed installation appointments over the summer. Is there seriously no history attached to a customers account?
Does this really have to be a match of "he said, she said"? Seriously? I didn't order extra channels... I only watch all of 3-4 hours of TV in a week... what would I want more channels for? I understand that it got past me until now, but having had my first child in November, my time has been focused elsewhere.
I realize this will probably fall on deaf ears, but it would be nice to know if I am crazy for thinking that some sort of documentation should be there that shows that I made the request to upgrade the service, and not just the order for another receiver. I mean, whats to stop them from bumping a bunch of other people's service to a higher billing rate without their consent???
01-28-2010 02:30:00 PM
Would hope that you meant June09. Unfortunately many times it seems like the user has to track what is going on. That's why you should write down the CSR's first name, ID # , date, time, a short note what was said, with every rep you talk to. Wait until end of conversation to ask for name and ID # (they are required to give this). This not only holds them somewhat accountable for their actions but adds credibility to the next rep you talk to.
Would call CS and ask for Tier 2, or even a Tier 2 supervisor. Tier 1 CS may try not to pass you on to the higher level but tell them you've already spoken with a couple Tier 1 CSR's that couldn't help you. They can be contacted direct at 800-983-2811 to avoid the voice prompts.
Agree they should have a record somewhere in the system. If nothing else they can tell you when the higher channel package started. Where you able to downgrade your channel package back to where it was?
01-28-2010 10:34:52 PM
You mentioned that you received an additional DVR. I can't think of any scenario where you would need an additional DVR since one DVR can service the entire home.
Is is possible that you were originally on the U100 package (without DVR)? If you got a DVR with U100, or if you went to the U200 package (which includes DRV) the price is the same ($15 increase either way).
Maybe that could explain the service upgrade you're seeing on your bill.
01-29-2010 08:06:43 AM
Yes.. Sorry.. June '09.. just last year... looking back at it, I actually made the initial request in May.
But thank you very much for the contact information... I will try what you suggested and see if it gets me anywhere.
>>>>>>>>>>Where you able to downgrade your channel package back to where it was?
I was too "hot" over the lack of progress with CS conversations from the day to even go there, but hopefully there will not be a problem going back down to the U200 I was on previously.
>>>>>>>>>>You mentioned that you received an additional DVR. I can't think of any scenario where you would need an additional DVR since one
>>>>>>>>>>DVR can service the entire home.
You're right... I requested a DVR, not knowing the setup, but they installed just another receiver box that sends the recordings back to the DVR in the living room. You're right... there would be no need for dual DVRs in the home, unless you are recording a boatload of TV, which I am not.
>>>>>>>>>>Is is possible that you were originally on the U100 package (without DVR)? If you got a DVR with U100, or if you went to the U200
>>>>>>>>>>package (which includes DRV) the price is the same ($15 increase either way).
But no to the above... the deal was that I signed up for the initial Uverse "special intro" package for 6 months that included 10mbps internet and U400 channels. I missed the 6 month downgrade deadline at that time and ran over a month or so, but that was my fault. The plan was downgraded to the minimum U200 plan (to prevent being charged for the DVR box that was installed, otherwise, there's a fee) and 6mbps internet around February 09. Then I started the request to simply get an additional receiver (which they charge $5/mo for) in May '09, which took numerous failed installation schedulings, and took until September to finally get someone onsite to install it.
Hopefully a tier2 supervisor will be able to help me in this, as uniblurb suggested.
01-29-2010 08:38:01 AM
This is getting kind of confusing Macaddict. You said in your original post,
"The issue is this: In looking at my bills since that time, it appears that someone took the liberty of upgrading my account to the next channel package without my consent."
Then you wrote in your last post:
I missed the 6 month downgrade deadline at that time and ran over a month or so, but that was my fault. The plan was downgraded to the minimum U200 plan (to prevent being charged for the DVR box that was installed, otherwise, there's a fee) and 6mbps internet around February 09.
So what "plan", or channel package, do you currently have? Sounds like it was already downgraded to U200 since you said it "was" downgraded. Did they kick it up to U300, or some other channel package, without your consent?
By the way the price of each STB increased from $5 to $7 on April 1, 2009. So if you ordered in May, 09, it should have been $7 to start with.
Please clarify by answering these questions and good luck.
01-29-2010 10:34:41 AM
I am sorry for the confusion. I signed up for this service in late 2008 originally... August or September if I remember correctly... I don't have the paperwork in front of me, but I do have the original paperwork filed at home. That was for a 6 month trial of the new Uverse with U400 and 10mbps internet at a deeply discounted rate. That 6 month trial rate ended in January 2009, to which I forgot to downgrade to a lesser plan to save $$, so I was billed at the full rate for U400/10mbps for a month or two. After this happened, I called in and had everything downgraded to U200/6mbps, (the minimum TV plan to not be billed extra for the DVR. It was either that orpay $95 to have a tech come out and "uninstall" the DVR) to which I was billed U200 from that point on.
Then in May-June began the fiasco of scheduling an install of an additional receiver, which after alot of frustration, falsely scheduled installs and flat out "giving up" a couple of times out of aggravation, it was finally completed in September. The ONLY thing on this request was for the additional receiver... not an upgrade the programming from U200 to U300. The last Tier1 person I spoke with yesterday stated that there was no record of an additional receiver install, but only an upgrade.
I apologize for the confusion, as I know it's a long, sorted, frustrating history. Hopefully the above timeline will clear some things up.
01-29-2010 11:16:51 AM
Understand now Macaddict and that clears things up some.
The only thing they might say is that you should have noticed the increase in the price between U200 and U300 when you received your bill. I'd be quick to point out all the grief you went through on the additional receiver install and sometimes they cut you some slack through discounts/credits for your inconvenience.
Good luck with Tier 2 CS.
01-29-2010 03:03:58 PM
That is terribly wrong of them to do that to you... You should report it and ask for an adjustment on your bill. But you should not be even calling them in the first place to fix something that you did not give your consent to or even have knowledge about.
Suddenly, you noticed you had more channels. Thinking that AT&T probably added more channels, you just ignore it. But then comes the bill and with your detailed breakdown showing a higher package!
What a bummer! Now you have to call them to get it fix. You're getting kicked at the back!
I feel your pain.Sorry you have to go through that. I wish you luck on getting it resolved and hope it doensn't happen again.