When will I receive my Uverse service!!! Very Frustrated

anmitchell11 · ‎01-21-2012

Ordered new Uverse TV and Internet on January 9th via phone. I was told by the sales rep the soonest a technician could come to my residence for the installation would be Wednesday, January 18th. I felt this was a long wait to not have TV or internet service but set it up anyway. The technician arrived on January 18th at 2:55 pm (5 minutes before the window ended). He spent 2 hours on my back porch trying to install the box and the entire time was spent on his cell phone either on a personal call or with AT&T. Apparently the signal was not strong enough. Finally he stated he could not install the service until another technician came out (on another date) to dig up cables in my backyard to fix the signal. The following day on January 19th, I contacted AT&T customer service to find out how soon a technician would be able to dig up the cables and install the service I desperately needed. The rep informed me it would be Friday, January 27th when the technician could dig the cable and Saturday, January 28th when the tech could install the service. So, here I am again, another week and a half before I can get any service! Today, January 21st, I am at work and I receive a call from an AT&T technician that he is at my house NOW and can someone be there so he can dig up the cable! I told him I was at work but he could go around the back himself, I didn’t need to be there. He was very rude. It’s very simple you walk around to the back of the house and do what you need to do, I even gave him permission to enter the back porch if needed. I begged him not to leave and to please complete the work. He really didn’t give me an answer, so I am hoping he is there completing the work now. I immediately call AT&T customer service to let them know what was going on and to attempt to obtain an earlier appointment for installation since the cable was being dug today. The rep was very very rude and unwilling to even assist in finding any earlier appointment for me. So, if the tech is digging the cable and getting a stronger signal, I still have to wait for another tech to come out and install the service another week? This is ludicrous!! Hire more technicians to provide better customer service, because from what I’m reading on the posts, there are many others with the same complaints!!! If the customer service reps say when they answer the calls “it is our job to ensure you are completely satisfied”, then do just that!

texasguy37 · ‎05-18-2009

Send a PM to Alex who is an AT&T Community Manager on this forum.

ATTAlexCM · ‎12-05-2005

Thank you @texasguy37!

anmitchell11 wrote:

Ordered new Uverse TV and Internet on January 9th via phone. I was told by the sales rep the soonest a technician could come to my residence for the installation would be Wednesday, January 18th. I felt this was a long wait to not have TV or internet service but set it up anyway. The technician arrived on January 18th at 2:55 pm (5 minutes before the window ended). He spent 2 hours on my back porch trying to install the box and the entire time was spent on his cell phone either on a personal call or with AT&T. Apparently the signal was not strong enough. Finally he stated he could not install the service until another technician came out (on another date) to dig up cables in my backyard to fix the signal. The following day on January 19th, I contacted AT&T customer service to find out how soon a technician would be able to dig up the cables and install the service I desperately needed. The rep informed me it would be Friday, January 27th when the technician could dig the cable and Saturday, January 28th when the tech could install the service. So, here I am again, another week and a half before I can get any service! Today, January 21st, I am at work and I receive a call from an AT&T technician that he is at my house NOW and can someone be there so he can dig up the cable! I told him I was at work but he could go around the back himself, I didn’t need to be there. He was very rude. It’s very simple you walk around to the back of the house and do what you need to do, I even gave him permission to enter the back porch if needed. I begged him not to leave and to please complete the work. He really didn’t give me an answer, so I am hoping he is there completing the work now. I immediately call AT&T customer service to let them know what was going on and to attempt to obtain an earlier appointment for installation since the cable was being dug today. The rep was very very rude and unwilling to even assist in finding any earlier appointment for me. So, if the tech is digging the cable and getting a stronger signal, I still have to wait for another tech to come out and install the service another week? This is ludicrous!! Hire more technicians to provide better customer service, because from what I’m reading on the posts, there are many others with the same complaints!!! If the customer service reps say when they answer the calls “it is our job to ensure you are completely satisfied”, then do just that!

Welcome anmitchell11 and thank you for posting. I'm sorry to hear about the service trouble. I received your Private Message and replied since this is account specific. Please check your Private Message inbox (blue envelope, top-right) for an update.

Regards,
Alex

--------------
Rethink Possible
Private Message (ATTCustomerCare for account specific help)

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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anmitchell11 · ‎01-21-2012

In the beginning, I was very frustrated with the Customer service provided at the 800 number. The reps kept screwing up my appointment times and couldn't get anything right.

I contacted the Community Managers, got a response from Travis right away, and it set the ball rolling in the right direction! I spoke, also, with Cate, and she was very kind and helpful! On the day installation was scheduled, I was feeling that the tech would not show. I bugged Travis 3 different times via email to ensure the tech would be here. Low and behold, the tech showed, installed the cable and internet and was very professional! He took the time to show me all the ins and outs of the cable service and remote! I don't know the tech's name but I received a call for a survey after the install and gave him very high scores and comments!

GREAT JOB AT&T COMMUNITY MANAGERS!! THANK YOU!!! EVERYTHING IS WORKING GREAT!

RCSMG · ‎12-10-2007

Thanks for letting us know how things worked out for you. Glad to know you are happy with your services. If you ever have any questions, comments, or concerns feel free to post. There are many people who are ready, willing, and able to offer assistance. Welcome to Uverse, enjoy.

mibrnsurg · ‎07-15-2008

anmitchell11 wrote:

In the beginning, I was very frustrated with the Customer service provided at the 800 number. The reps kept screwing up my appointment times and couldn't get anything right.

I contacted the Community Managers, got a response from Travis right away, and it set the ball rolling in the right direction! I spoke, also, with Cate, and she was very kind and helpful! On the day installation was scheduled, I was feeling that the tech would not show. I bugged Travis 3 different times via email to ensure the tech would be here. Low and behold, the tech showed, installed the cable and internet and was very professional! He took the time to show me all the ins and outs of the cable service and remote! I don't know the tech's name but I received a call for a survey after the install and gave him very high scores and comments!

GREAT JOB AT&T COMMUNITY MANAGERS!! THANK YOU!!! EVERYTHING IS WORKING GREAT!

That's great, but you should not have had to do that to get a good install. ATT needs to do something to make installs move more smoothly.

More and more posts have been coming w/install problems and that is not a good thing.

For my install, they called first and showed up on time, but 10 minutes before arrival, power went out in the whole neighborhood. So luckily I got an install set-up for 2 days later that went very smoothly. All was set-up online.

Chris

Please NO SD stretch-o-vision or 480 SD HD Channels
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

ATTAlexCM · ‎12-05-2005

anmitchell11 wrote:

In the beginning, I was very frustrated with the Customer service provided at the 800 number. The reps kept screwing up my appointment times and couldn't get anything right.

I contacted the Community Managers, got a response from Travis right away, and it set the ball rolling in the right direction! I spoke, also, with Cate, and she was very kind and helpful! On the day installation was scheduled, I was feeling that the tech would not show. I bugged Travis 3 different times via email to ensure the tech would be here. Low and behold, the tech showed, installed the cable and internet and was very professional! He took the time to show me all the ins and outs of the cable service and remote! I don't know the tech's name but I received a call for a survey after the install and gave him very high scores and comments!

GREAT JOB AT&T COMMUNITY MANAGERS!! THANK YOU!!! EVERYTHING IS WORKING GREAT!

Glad to help and thank you for the update! I'll share with the team.

Regards,

Alex

--------------
Rethink Possible
Private Message (ATTCustomerCare for account specific help)

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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.