07-28-2012 07:21:36 AM
None of the Board titles really pertain to my issues.
I have only been a U-verse customer for a few weeks. Here is what I have dealt with over the last 4 days.
Day 1: I realized I had no access to my DVR and that U-verse would not load on the TV that is connected to the receiver with the DVR. I attempted to call tech support. When I called the number and went through the prompts to get to tech support, the recording said that I had an overdue balance on my account and I was then forced to talk to someone in billing. It was confirmed that my account was not past due and that this was just a glitch in the system. I was assured that the issue would be resolved and I was given a number that was supposed to connect me directly to tech support and bypass the automated system. I could not talk to tech support at that time because I had somewhere I had to be. I figured, no big deal, I'll just call when I get home tomorrow.
Day 2: I arrive home from work and call the number for tech support that I was given the previous evening. However, the number was not for tech support, but the number for Verizon conference call set up. (I know this is the correct number I was given as I repeated back to the person I talked to the day before). I called the number again in case I misdialed. Same thing. I called the ATT 1-800 number. I received the same automated message that my bill was overdue. At this point, my patience was beginning to fail. I then decided to attempt tech support through online chat. After completing several troubleshooting steps (which I had already completed on my own before calling), the tech determined that my DVR had failed and that I needed a new receiver. So, my receiver failed in under 2 weeks. How can this be? I was told that a tech needed to be sent out. I told the tech I wanted to speak to someone over the phone before I did that. He also told me that I may incur charges for the tech coming out. I told him that I would not pay anything and did not agree to being charged for them to repair what should never have been in need of repair after only 2 weeks of service. I was given the same 1-800 number that I tried to call in the first place. I told him I could not get through using that number and explained why.
I then tried to call the 1-800 again. I tried to speak to billing so that I could get through to tech support, but, low and behold, billing was closed and I was told to call back the next day. By this point, I was fuming. I was already 3 hours into dealing with these issues. I decided to watch TV on the TV that I could actually use, which is connected to the wireless receiver. I thought, hey, maybe there is a help screen. There was. I tried to troubleshoot through that. It ended with the help program asking me if I wanted a tech to call me. I said yes. Someone called. Why was this not suggested to me by the tech I was chatting with online? It was confirmed (after an hour long conversation) that my DVR needed to be replaced. I set up an appointment for a tech to come out.
Day 3: I called ATT to once again deal with the billing issue (I got the automated message about my account being over due again on this call). After being transferred from one person to another, I spoke to someone who said that they would resolve the issue. I demanded a credit on my account for the last few weeks of service. I was told I would get a credit and that someone would call me back in 5-10 minutes. I never received a return call.
In the evening, I attempted to access the internet using my laptop. Websites were taking forever to load and then my internet access keep connecting and disconnecting. I attempted online troubleshooting, none of which worked. I called the 1-800 and guess what? I received the automated message that my account was overdue and I was unable to talk to tech support. At this point I was enraged.
Day 4: I am right now waiting for a tech to arrive to fix my issues. Appointment was for between 8 am and noon. It is now almost 10:30 am and I have not yet received a call to say they are on their way. I spoke (OK yelled, which I hate doing, but at this point I am so frustrated by the lack of customer service and the inability to fix my billing issue I am at a breaking point) with someone at ATT this morning. I was once again reassured that my billing issue would be fixed. This enraged me so much that I had no choice to just hang up the phone. I have wasted over 12 hours over the past 4 days dealing with all these issues. The inability of anyone at ATT to resolve these problems to address these concerns in horrifying.
ATT promised me services that it is clearly not capable of providing. If I have anymore issues after the tech arrives (if he/she ever does) and "fixes" the issues. I am going to make a complaint to the Michigan Attorney General.
07-28-2012 08:10:37 AM
If you continue have issues that you are unable to resolve, Instead of contacting the Michigan Attorney General, send a PM to Alex who is an AT&T Community Manager on this forum.
Also, check the settings on your account to make sure that you will receive email notification when a PM is received on this forum.
07-31-2012 02:21:02 PM
Hello Corenef! Welcome to the forums and thanks for posting! Thank you Texasguy37 for responding!
As an additional follow up I am going to send you (Corenef) a private message (see blue envelope at the top right of your screen). I don't see any communications with Alex just yet so I wanted to offer my assistance as well. Either way, please know we are here to help you.
I'll be looking forward to hearing from you! ~Delia
Keep in mind; I am 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.