Unable to Change Services Online

[texasguy37 ACE - Champion]

The issue has reoccurred for me also, and I am receiving the same error message.  I have sent another email to David's group.

[RCSMG ACE - Master]

That's a  drag.

[Wolver1ne]

I have been having the same issue as TG (that is, when I log in all of the links on the account management page take me into an endless loop of logging in and being taken back to the acct mgmt page) so I used the chat support feature and actually got connected with someone who had some answers. It turns out that, because I'm only subscribed to U-Verse TV and not internet I'm not a valuable enough customer to allow me access to the wonderful world of online account management. This is absolutely ridiculous. I was able to access my account online a few months ago but they just made that switch without letting me know.

I had enrolled in paperless billing and auto-pay because I was able to monitor it. Well now AT&T has free reign to charge me whatever they want and I can't even see how its broken down. The guy I chatted with said that people who matter track these forums and I certainly hope that is the case.

If I can order an $8 pizza without picking up my phone there's no reason I shouldn't be able to order HBO online from a company that I am giving almost $100 a month to simply because I'm not giving them more.

[texasguy37 ACE - Champion]

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Wolver1ne wrote:

I have been having the same issue as TG (that is, when I log in all of the links on the account management page take me into an endless loop of logging in and being taken back to the acct mgmt page) so I used the chat support feature and actually got connected with someone who had some answers. It turns out that, because I'm only subscribed to U-Verse TV and not internet I'm not a valuable enough customer to allow me access to the wonderful world of online account management. This is absolutely ridiculous. I was able to access my account online a few months ago but they just made that switch without letting me know.

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Sounds like your issue is different from mine and the one that is described in this thread.  We receive the error message shown in the first message in this thread when attempting to make changes to our services online.  We have no problem logging into Online Account Management.

[Uniblurb3 ACE - Guru]

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Wolver1ne wrote:
I have been having the same issue as TG (that is, when I log in all of the links on the account management page take me into an endless loop of logging in and being taken back to the acct mgmt page) so I used the chat support feature and actually got connected with someone who had some answers. It turns out that, because I'm only subscribed to U-Verse TV and not internet I'm not a valuable enough customer to allow me access to the wonderful world of online account management. This is absolutely ridiculous. I was able to access my account online a few months ago but they just made that switch without letting me know.

I had enrolled in paperless billing and auto-pay because I was able to monitor it. Well now AT&T has free reign to charge me whatever they want and I can't even see how its broken down. The guy I chatted with said that people who matter track these forums and I certainly hope that is the case.

If I can order an $8 pizza without picking up my phone there's no reason I shouldn't be able to order HBO online from a company that I am giving almost $100 a month to simply because I'm not giving them more.

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While you connected with a chat rep who said they had the answers I just hope they are accurate and true. We have seen some chat reps, who can be some of the most misinformed employees in the whole system, say some far fetched things.

In order to substantiate the reps claims I would contact David to find out if there has been major changes in U-verse policies where TV only users can no longer use Online Account Management.

Good luck and we would be interested if indeed these policies have, or have not, changed.

[texasguy37 ACE - Champion · Accepted solution]

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texasguy37 wrote:

The issue has reoccurred for me also, and I am receiving the same error message.  I have sent another email to David's group.

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I received and email from Roy on the U-verse Care Team letting me know that my issue has been fixed.  I checked, and I am now able to make changes to my services online without receiving the error message.

[Wolver1ne]

It sounds like Ryan on the chat support may have been misinformed, as I just called and no one else has heard of that kind of change. According to tech support my issue is something that they have been aware of and supposedly they are working to fix it right now.

[taylor2767]

Do you mind sharing Roy's email address. i have been having the same issue for a month or more. When I log in this the the error message if I try to make a plan change. I spent a hour with teir II and another area without and resolution.

UCKH14: We’re sorry, but we are unable to process your transaction at this time. To make any changes to your account, please contact us at 1-877-449-4407, 7 a.m to 9 p.m. CT Monday through Friday, 7 a.m. to 4 p.m. CT Saturday and Sunday.

[texasguy37 ACE - Champion]

You can contact David's team using the following updated link:  http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=david

The link earlier in this thread no longer works.

[MFRONE]

I've been emailing back and forth with Roy about the issue, he reset some stuff on his side and said it should be fixed but I'm now getting error messages when I try to logon with my new username/password.

[texasguy37 ACE - Champion]

What error messages are you receiving?

[roy.ball]

I am having this issue as well. The trouble is... when I try and contact David:

http://forums.att.com/t5/The-U-verse-Lounge/my-contact-thread/m-p/2381355#M9041

...I receive an "Acces Denied" notification with the following:

Sorry, you do not have sufficient privileges for that action.Please click the Back button on your browser.

Screenshot: http://i.imgur.com/FcrT1.jpg

tia

[texasguy37 ACE - Champion]

The first link is no longer good.  Please try the link below:

http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=david

[wulftown]

I'm having the same issue and got the run around calling support.  I will contact David.  Thank You.

[texasguy37 ACE - Champion]

Yeah, my experience calling Technical Support on this issue was not productive.

[peppermintprb]

I am getting the same message.  I have been for about 2 months.  I've called customer service and spent way too long on the phone without any results.  I have e-mailed this David person and have not recieved a reply.  Any other suggestions?

UCKH12: We’re sorry, but we are unable to process your transaction at this time. To make any changes to your account, please contact us at 1-877-449-4407, 7 a.m. to 9 p.m. CT Monday through Friday, 7 a.m. to 4 p.m. CT Saturday and Sunday.

[Uniblurb3 ACE - Guru]

As long as you included your contact info in your email to David someone from his team should be contacting you. Normally it take about a week to 10 days depending on how busy they are.

Good luck.

[taylor2767]

I contact Dave about the same error and it's still not resolved after 2months. I've just finally gave up because it's not ATT's priorty or they just simply don't know how to fix this error.

[texasguy37 ACE - Champion]

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taylor2767 wrote:

I contact Dave about the same error and it's still not resolved after 2months. I've just finally gave up because it's not ATT's priorty or they just simply don't know how to fix this error.

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I'm surprised.  Normally that group is pretty responsive.  If it's been 2 months and receipt of you email was never acknowledged, perhaps it slipped through the cracks.  I would suggest that you send a follow-up email.

[taylor2767]

No, I should have been more specific that they did acknownledge my email but 2 months without resolution. It seems to be a simple fix.

[texasguy37 ACE - Champion]

After 2 months, I would send them a follow-up email to check on the status.

[taylor2767]

Oh they've followed up a couple of times, but 2 months with no solutions is beyond ridiculous

[jwt0001]

I added TV after having Internet and now get this message when I try to change my TV package. I believe that because I have the full U-450 package, that they don't want me to remove anything without them having a chance to talk me out of it. I guess I'll call, but this is a royal pain...

[David]

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taylor2767 wrote:

Oh they've followed up a couple of times, but 2 months with no solutions is beyond ridiculous

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This will always be the downside (and sometimes frustrating) to referring things to other groups. I never know whether it is resolved or not.Folks... if it's not getting resolved please advise. Quite often I may not hear back on if something is resolved or not.

If it's not, please let me know ASAP.

[David · Accepted solution]

New information... beside the regular information be sure to answer this question as well

• What service was you using when you got the error

Ex: "logged in, clicked manage DVR, got error"

Another example

Ex: " logged in via the website at this link and got the error below"

[dlind70]

same problem here.  Att should not have this problem with the website as other services like directv are easy to change your sub plan or your services online.  Do we have any idea why this error occurs?

[taylor2767]

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David wrote:

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taylor2767 wrote:

Oh they've followed up a couple of times, but 2 months with no solutions is beyond ridiculous

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This will always be the downside (and sometimes frustrating) to referring things to other groups. I never know whether it is resolved or not.Folks... if it's not getting resolved please advise. Quite often I may not hear back on if something is resolved or not.

If it's not, please let me know ASAP.

 Dave, it looks like this was resolved sometime last week. thanks

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[Anthony_1]

I'm in the Miami, Florida area (33157) and this problem has not been resolved among other problems I'm having with the web site.

I spoke with tier two on 7/26/2011 and was told AT&T is aware of the problems and are working on it with no time frame of completion.

[stealthbob]

I get the error message UCKH12.. I've always gotten this. Its sorta annoying. Can someone fix this please?

[rrweller250]

I live in Houston, TX and I've been having this problem as well since the early July.

The error message pops up as soon as I click to upgrade my internet plan.

I'm using the current version of Google Chrome 12.0.742.122

Windows 7-64bit

I've attempted it with Mozilla Firefox 3.6.18 as well, same result.

I made an attempt to contact ATT using their live support online; but, it was like I was talking to a bot (pretty convinced that it was a bot); so, I quickly gave up on that option.  lol