I placed a call to AT&T on March 6, 2012 to change my existing cable service (Comcast) to U-verse. Also, I wanted a faster internet connection. I spoke to a representative, Darien, and was given an appointment date of March 12, 2012 for installation.

In my initial call, I informed them that I had three telephone lines. I was willing to give up one of them, but I was told it didn't matter if I had one or three because the price would be the same, so I might as well keep them all. I agreed to this. So, for a total monthly fee of $122, I was to have U-verse cable service, a DVR, 80 channels of TV, three phone lines and a faster internet connection.

On Monday, March 12, the first installer arrived early in the morning to take care of the outside wiring. Shortly thereafter, the second installer arrived to take care of the inside installation and wiring. It took all day, but at least I thought I had what I wanted. Just before the second installer left, I asked him about my three phone lines. He informed me that I only had one. The connection only included one line. He said he would send another repairman over to correct the problem. The third repairman showed up and again told me that I only had one line; and there was nothing he could do about it.

I called U-verse back and was told that I could have another phone line for an additional $15 per month. This is not what my original contact had told me. After much ranting and raving on my part, I was able to get them down to $2.50 per month for six months. Unfortunately, I was unable to get my original phone numbers back because my initial contact person had them disconnected.

I then spoke to a Miss  after waiting 1-1/2 hours on the line. She informed me that she would see what she could do for me, and put me on hold, which threw me right back into the waiting loop. I continued to hold for a long time, and got another representative. I had to go through my whole story all over again. He then said that he had to assign me a new telephone number for my second line because they had already given away my original number. Again they wanted to charge me $15 a month for the new line. When I told him that I was quoted $2.50 for six months, he said he could do that for me.

Because I wasn't happy with the situation, I called again and spoke to Jim  said that he could get me back my original number and agreed to the charge of $2.50 for six months. I would have to wait a few days, but everything should be OK.

I received two phone calls from AT&T regarding high-definition service, and was told that I couldn't get it because my account was still pending. When I asked when I was getting my additional phone line, I was told on March 16. Well, March 16 has come and gone and I still have no phone service. I received two packages from AT&T yesterday with telephone wires and a notice saying that I was not to connect the wires until after 8:00 p.m., March 16, when my phone line would be activated.

As of today, March 17, there is still no activation. In fact, I just got an email from AT&T that my phone installation date was March 12, which never happened … not only that, but it was a totally new telephone number, not the one I had requested (which was my original number). I called them again, and spoke to a Mr. . He said that it would probably be another two weeks before I would be getting that line, and possibly not my requested number. When I asked to speak to a manager, I was told that was impossible because managers are only available for call-backs – and not on the weekend. Supposedly I will be getting a call on Monday, March 19.

As of Monday, March 19, 2012,  I have not received my call-back from a manager/supervisor.

On March 19, I called again. This time I spoke to Greg. He informed me that they could not give me my old (original) number back. I asked to speak to a supervisor and was rewarded. Huey got on the phone. After hemming and hawing, he finally said that he could get me back my number and that it would be a working number on Wednesday, March 21. At that point, Greg got back on the phone again and told me he would call me on Thursday, March 22 to make sure everything was OK. He couldn't call me until 11:30 a.m. because he came to work at 11:00. I said that was fine with me. He assured me repeatedly that he would give me a call. Previously when I tried to call my phone number, it had a recording saying that it was disconnected. Now the phone rings when called, but not in my house.

On the 22nd, 11:30 came and went, and I received no call. At 3:30 p.m. I again called U-verse and this time I spoke to Ms. . She checked into my account and said that yes, there was an order that a technician should come to my home on Wednesday, but the order didn't specify that he would come, so it was left on the desk – and nobody looked at the order nor did they show up. She supposedly arranged for a technician to come on Friday, March 23, after 3:30 p.m.

I didn't even go into the fact that on my TV, the Free Shows on the “On Demand” channel says that it is not available. It will be shortly. Therefore, I can't even watch any shows that I would like on that particular channel. I was told that should the problem be attributed to something inside my home, there would be a $55 charge.  When I started yelling, I was put through to Ms.  in the Columbia Retention office .  She "assured" me that if such a chage appeared on my bill, I was to call her and she would arrange to have the charge dropped.   A technician showed up and said that with the service I got, I was unable to get free shows. However, for an additional $2.50 a month for 6 months, he could turn it on.

I feel as if I've been duped. I was quoted one price and now I'm being “nickel and dimed” by AT&T. Nothing I was originally promised has happened, and it is now 10 days into my service.

Angela 

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