06-01-2012 08:04:07 AM
I tried PMing Alex; but it won't let this go through, says there's an HTML error. Is there anyone who can provide an email/address for AT&T corporate? I have lost my service, my account number, my phone number, because Uverse accidentally disconnected my service despite assurances they did not because they have my address in the system WRONG. Totally their fault; as I ordered the services with the proper address and have had service for a year. All of a sudden they accidentally disconnected me; it took 2 days to get my services fully restored. I lost my phone number and acccount number in the process and every recording my family had on our DVR for the last 12 months---despite being told that wouldn't happen. I have yet another technician coming to my home on Tuesday (another day I have to take off work to accomodate AT&Ts errors) after spending 3 hours on 5/21 with people who could still not figure out how to correct the service address via the system. To add insult to injury; my neighbor said she was told since the address was wrong if she wanted service they would just DISCONNECT me to start her service and deal with me later--which is what I have to believe happened since my service went off without my permission on 5/16. I asked for a credit during the last 3 hour phone call and was told "we can't do that. we can't give you credit for time missed from work, or lost recordings, or a lost phone number, that's just not something we do" although I know full well other people have gotten their accounts credited for massive mistakes.
I have a lovely letter I've written with all the details but don't know WHERE to send. Can anyone help?
06-01-2012 09:01:11 AM
06-02-2012 03:29:58 PM
Just search online for ATT Corporate address, we are prohibited from posting it here.
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
06-05-2012 01:01:33 PM
I cannot even BEGIN to tell the story; but if anyone is reviewing to see if they should order Uverse...DO NOT. I have spoken to no less than 30 people, including now someone in the "Office of the President" who supposedly can't do anything. Short story? They started my service last year under the wrong address---under Floor 2 instead of Floor 1, although the service is on Floor 1. No one realized it until my neighbor called to get service. So in the nightmare that I've been in for the last month; I've had three technicians show up, been disconnected twice with no notice, lost my initial phone number and 200 hours ofo DVR recordings, now my service was disconnected at 7am this morning. Stayed on the phone 1:45 mins for them to tell me there's nothing that can be done to restore my service until JULY 3. Today is JUNE 5. I work from home, have two small children, and attend classes on line. As of today I have no internet, home phone, or television. And the best they can do due to some massive engineering issue that arose all of a sudden with no explanation, that affects them being able to provide service at the correct address which was working FINE this morning before they disconnected it despite being assured they would not---I have NO SERVICE AT ALL. I am writing this using my Verizon Iphone hotspot, and have already called Comcast to get service through them. 10 years with Comcast I never had my service disconnected, EVER. 1 year with AT&T I've had it disconnected TWICE in three weeks. UNCONSIONABLE. Oh; and apparently no one can see anyone else's notes between Customer Care, technical support, and sales. Makes for a very pleasant 2-3 hour hold time. RIDICULOUS. I currently bought a digital antenna that I am now able to at least watch Judget Mathis and PBS on until Comcast comes out to give me service. I'm about to formally call Uverse to put in my termination---they'd better NOT tell me I have to mail in these FOUR boxes and wireless gateway at my expense, or you all might see me on the news. I'm THAT angry. Now that I'm done writing; I'll go write the Sun-Times, Better Business Bureau, and Illinois Attorney General....oh, and my neighbor changed her mind about getting service due to my nightmare, she doesn't want to touch Uverse with a 10 foot pole. I hope that is the reaction I get from everyone I tell about THIS cluster.
06-05-2012 01:47:16 PM
Did you contact Alex using the link in the message above?
06-05-2012 02:26:30 PM
Yep; got responses from several people who weren't him, forwarding my concern on his behalf to someone else. David contacted me and got in touch with someone named Deb from the Midwest Office of the President, who left me a message at 10:21am this morning that a technical review had ensued and nothing could be done, July 3 is the best that they could do because apparently something "massive" is preventing the work that needs to be done to correct the address. I called her back at 11:23 am, left a message, and have yet to hear anything else from her and its now 4:25pm. Finally; after nothing happening all day and getting the consistent response that there is a problem that requires multiple departments, and NO explanation for why they disconnected me AGAIN despite assurances that I would not be disconnected while they tried to correct whatever this issue is----I have officially cancelled services. Going out to buy another converter box so I can at least watch broadcast television until Comcast comes out on Monday. Now I am disconnecting the 4 boxes and gateway to take the UPS Store---I want this entire nightmare to be just a memory and the faster I get these useless boxes out of my house the sooner it will be. This is absolutely AMAZING that a company could so thoroughly screw up service that has worked beautifully for a year. I will pay more for Comcast; but as I said before---in 10 years of service not once did they disconnect me without rhyme or reason. AT&T does not have to worry about me referring anymore customers to them; it will be quite the opposite now. I've wasted more than enough time on this entire issue.
06-05-2012 03:21:32 PM - edited 06-05-2012 03:23:54 PM
Hrm, I've seen that before when entire shelves in your VRAD need to be replaced. Normally, it's pretty seemless, however there seems to have been some equipment shortages over the last month or so that cause huge delays. Best of luck in the future. Bear in mind, this is an extremely rare issue and it sucks that you had to go through it.
Are you in Miami by chance?
06-05-2012 09:43:10 PM
Yeah; I'm in Oak Park, IL. I could understand if something needed to be replaced and they would say as much. But this is the second time this has happened in 3 weeks--and no matter who I talk to, they can't see what the other department wronte so I go around and around. I have no direct persons to contact, no extensions, no last names---just a merry go round of people that pick up the phone, try to figure out what is going on, patch through to other departments and relay messages back and forth. They said they would have whatever needed to be fixed, fixed by May 24, cancelled the previous appointment and then disconnected me. Then we set this one up for June 5, they called me yesterday saying they had a delay and it wouldn't be fixable until July 3, then disconnected me. Now they can't even restore the service as it was before they disconnected me at 7am. It might be extremely rare; but its utterly ridiculous. No one can tell me what the problem was---how they set it up to the wrong address in the first place---nor what it would take to fix it. But I think expecting a customer to wait a MONTH to have service restored, through no fault of their own---not for NPD, not because I pulled something out of the wall or got some terrible virus---is just horrible service, period.
At least I got a laugh out of the UPS Store guy who freaked out because the battery backup (which I found out I couldn't send back at all) was beeping. I guess he thought I had a bomb or something; I thought we were going to have a fight in the store because he totally freaked out and got irrational and got a little too close to me. I needed that laugh after the day I've spent with AT&T. As I said in the now 5 page letter, Comcast may be a little more expensive, but they always had me serviced at the right address and never once disconnected me at all; let alone for a month potentially. This stress is simply not worth it; rare or not.