UVERSE COMPLAINT

[macatlanta]

I am disgusted to say the least with the so called technical support we have received from ATT Uverse.

The uverse freezes, pixulates and then loses the signal altogether for the TV and internet on a regular basis and has been doing so for about 5 weeks now. 

We have had to endure this ongoing sub par service from Uverse for more than a month. When I first finally got around to calling ATT about the issue we are having - and note I have to commit to wasting an entire afternoon to do so - they scheduled a tech the same day. When he showed up - he was there for about 5 minutes, told us there was nothing wrong and left. I guess he had plans as it was later on a Friday evening. He gave his number for us to call if it happened again. When he did finally respond to our messgaes the next week, he told my husband that no one would come out anyway as it was right before the Super Bowl weekend, and that we should call in again the following week. Needless to say we were unable to watch the superbowl as the signal kept dropping.

I again gave up my entire Friday afternoon and called for tech support. This time they sent a different tech. He immediately found some errors on the outside of the house and also replaced the modem. The problem we have been having then happened again while he was still there so he told us it would escalate the issue to the outside techs to change the port. Another week of sporadic service went by and I contacted the second tech again who advised there was no open ticket and could not see where anything had been done. Yet again I wasted another entire day of my life with ATT to schedule a tech for yesterday. After more than 2 hours on the phone, we were told to be home between 4 & 8 for an inside tech to come and for him to then schedule a ticket for an outside tech. No one showed up and finally after 8pm we got a call to say the tech was running late and woiuld we like to reschedule. Since I had already changed my plans and wasted my afternoon waiting around for no-one to show up - we said no, we would stay up. By 1030pm still no-one showed up and no-one called. We cannot watch any programs as the signal keeps dropping so we pay royally for nothing.

ATT's lack of customer service is disgusting. Of note is the fact that my neighbor who works for ATT got his uverse issues resolved the same day he reported it a month ago and yet, we who pay every month to your pathetic company, get this exceptionally bad service and run around week after week.

I would like to know what we are paying for ?!?!?!?!?! Who do we have to deal with to get the issue resolved ?! 

[jfw ACE - Czar]

Contact Alex, one of the Community Managers via PM.
Alex
He should be able to help.

[ATTAlexCM]

Thank you @jfw!

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macatlanta wrote:

I am disgusted to say the least with the so called technical support we have received from ATT Uverse.

The uverse freezes, pixulates and then loses the signal altogether for the TV and internet on a regular basis and has been doing so for about 5 weeks now. 

We have had to endure this ongoing sub par service from Uverse for more than a month. When I first finally got around to calling ATT about the issue we are having - and note I have to commit to wasting an entire afternoon to do so - they scheduled a tech the same day. When he showed up - he was there for about 5 minutes, told us there was nothing wrong and left. I guess he had plans as it was later on a Friday evening. He gave his number for us to call if it happened again. When he did finally respond to our messgaes the next week, he told my husband that no one would come out anyway as it was right before the Super Bowl weekend, and that we should call in again the following week. Needless to say we were unable to watch the superbowl as the signal kept dropping.

I again gave up my entire Friday afternoon and called for tech support. This time they sent a different tech. He immediately found some errors on the outside of the house and also replaced the modem. The problem we have been having then happened again while he was still there so he told us it would escalate the issue to the outside techs to change the port. Another week of sporadic service went by and I contacted the second tech again who advised there was no open ticket and could not see where anything had been done. Yet again I wasted another entire day of my life with ATT to schedule a tech for yesterday. After more than 2 hours on the phone, we were told to be home between 4 & 8 for an inside tech to come and for him to then schedule a ticket for an outside tech. No one showed up and finally after 8pm we got a call to say the tech was running late and woiuld we like to reschedule. Since I had already changed my plans and wasted my afternoon waiting around for no-one to show up - we said no, we would stay up. By 1030pm still no-one showed up and no-one called. We cannot watch any programs as the signal keeps dropping so we pay royally for nothing.

ATT's lack of customer service is disgusting. Of note is the fact that my neighbor who works for ATT got his uverse issues resolved the same day he reported it a month ago and yet, we who pay every month to your pathetic company, get this exceptionally bad service and run around week after week.

I would like to know what we are paying for ?!?!?!?!?! Who do we have to deal with to get the issue resolved ?! 

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Welcome macatlanta and thank you for posting. I'm sorry to hear about the poor experience. I received your Private Message and replied with the information needed since this is account specific. Please check your Private Message inbox (blue envelope, top-right) for an update.  We'll get you in touch with the group that can look into it.

Regards,
Alex

[guppy44]

This does not suprise me, this seems to be the "norm" for AT&T. they dont care about you or the service your getting they just want their money each month.

the people in this forum that try to help you have really good intentions and in some cases will have some luck resolving the issue. But the higher up the ladder they have to go to resolve your issue the less luck you will have resolving it and that is very sad.

In my humble opinion I believe that if the guys in this forum that are here to help you could be the same guys running AT&T corporate offices,  then AT&T would be an awesome company to have service with because they at least care about you and try to help you. But unfortinatly even the helpers on here get squashed by corporate head quarters. Its sad

good luck getting the help you need.

[atriola]

 I signed up for Uverse tv/Internet/phone in January 2012 and I wish I had not.  I no longer enjoy watching television

as I know there is a high probability whatever I am watching will vanish from the screen. 

I had dish network for ten years and then direct tv for another five.  I can count on one hand how many times my

television service/reception went down with those providers.  They were fantastic and I expected the same of UVERSE. 

I could not have been more wrong.  My UVERSE signal goes out at least 5 times a day and I have yet to be able to watch an entire movie without interuption. It is no longer enjoyable to watch tv - it is frustrating.

Sometimes the screen will go dark and I have to unplug and reset the box(s).  This HAPPENS EVERY SINGLE

DAY without fail.  I retired in January and now spend a great deal of time at home.  TV is - or should I say was - important

to me and a way to pass the day.  I hate UVERSE so much, I rarely watch it and I ordered the top package (U450) with all

the movie channels. What a fool I was for trusting At&t - a phone company to provide good television service.   

I signed up for UVERSE because they promised me $250 in rebates/rewards.  I NEVER RECEIVED those

rebates/rewards and am left with the worst television reception EVER.  To say I hate it is an understatement

and if it did not cost so much to break the contract I would do so tomorrow.  I warn everyone I know not to

get UVERSE.  

 I am going to cancel my service the day my contract ends - if I can stand to wait another six months.

I do not bother to call and have them send a tech out - because it will not happen while they are here like

the other posters say.  The tech will only tell me all is fine.

I made a huge mistake and am counting the days that I can get good televsion reception again and watch

a movie or show without interuption.

Thanks for nothing AT&T!

[texasguy37 ACE - Champion]

Did you visit the Reward Center website to redeem your rebates?

Have you called Technical Support to report the issues with your system?

[oufanindallas]

Since all you did was complain and as much as say you haven't bothered calling technical support then what was the purpose of your post?  Millions of customers have no issues with UVerse and those that do that ask for help we provide them with an avenue.  If you don't ask for help form customer service then you are the one who has no room to complain, especailly if you've had the service and the issues that long.

[RCSMG ACE - Master]

If you have not had much success getting your issues resolved with tech support, send Alex a PM he is an ATT Community Manager on this forum.  He will get you to the right person/dept. to get them resolved.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[oufanindallas]

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RCSMG wrote:

If you have not had much success getting your issues resolved with tech support, send Alex a PM he is an ATT Community Manager on this forum.  He will get you to the right person/dept. to get them resolved.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

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He has as much said he hasn't bothered to contact support so obviously he just came in to complain and not seek help

[RCSMG ACE - Master]

I C