03-16-2012 07:25:39 AM
Let me first preface by saying, that I'm not a fan of trying to call Customer Service at the 800 #. The whole ordeal, yes it is an ordeal calling. This morning I tried and was told, by automated voice, sound effects and told that the waiting time is 1 hour to talk to a rep.
All I wanted to ask the rep is whether I can add ESPN Full Court. Yesterday, through online I made several changes, downgraded to U200, deleted Sports Pgk and HD Premier....but wanted to add ESPN Full Court (with One-Time Charges of $81). I thought the changes were made but until this morning no changes took effect. I contacted the online chat.....I was number 82....and waited. The rep mentioned there was some error to the order and never got initiated. The rep made the necessary changes but somehow ESPN Full Court could not be added.....the individual told me to contact the 800 number.
03-16-2012 07:32:49 AM
There was an issue this morning with U-verse voice. I assume that the longer than usual wait time was as a result of a number of people calling in about that issue. The U-verse voice issue now seems to be resolved.
03-16-2012 12:57:11 PM
My wife just called said she came home this afternoon and everything was blinking then turned red on the RG. She called support and got though within 5 minutes. Agent on the phone informed her that there was a major outage in the DFW area and evidently fried our RG. Tech is supposed to be out between 4 and 8 this evening to replace it. Good thing we have DVD player to entertain my 3yo son.
Wasn't any where near the 1hr wait that you experienced.
03-16-2012 05:02:18 PM
While I don't doubt that longer wait times occur, I have always been connected to a live rep within 5 minutes, with only two exceptions (both were under 15 minutes). I agree that hanging up after a reasonable time is the best option--trying again later is not a disaster. There may be extended wait times due to call volume, regional outages, etc, as previously mentioned. We become so accustomed to 24/7 services that we become irate when interruptions or delays occur. Example--power outages. There is simply nothing one can do but wait and be patient. Stuff happens. Sooner or later, you will be able to add your channel and the world will be right again. AT&T is not unique in such delays--all businesses experience unavoidable problems and try to do their best under adverse circumstances. At least you were advised of the wait time and could make the choice to hold or call back.
03-17-2012 05:21:30 AM
Update on my situation, didn't need the tech after all. Evidently it was upstream of our system and when I go home there were 3 AT&T trucks working at the end of our street. Wife said the service came on by itself. Something must have been replaced in the VRAD.
03-20-2012 09:59:17 AM
The odd thing about outages is that they often lead to more frustration and longer wait times. Here is an example that I personally experienced, last Fall. My wife, woke me up at 4 AM and said that the TV and Internet were out and that the RG was flashing red. I called and he had me reboot the RG (which I had already done) and determined that no signal was coming downstream. He set up a repair. The earliest was that same afternoon, 12-4. I came home early @ 3:00 to see why they hadn't shown up. I called and someone @ AT&T had cancelled my appointment. What?!
I later found out that there was a brief outage that affected my entire area. It was unrelated to my issue. Mine was still out. Someone @ AT&T determined on their own that all Indianapolis issues must now (if by magic) be resolved and they cancelled all Indianapolis service related appointments. Wow! So, that may be why we are seeing lots of folks here, complaining about no shows. Unreal.
03-20-2012 05:44:04 PM
That sort of thing would never have occurred to me. I would think that it would be possible to check the number of homes in the affected area in which service had been restored (i.e signal downstream OK) and leave scheduled service appointments for those homes with no signal. Maybe that is grossly oversimplified since I am not very technically knowledgeable, but to cancel all those appointments is also a gross oversimplification.