Contact David and his tier 2 team here:
http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=david

Provide all info required and it might take a short bit of time before they contact you.
They will solve your problems.  Good luck

 

Chris

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Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
YRMV IMHO Simply a U-verse user, nothing more

Have to say I agree with everything you've said. Many service calls for the same freezing picture issues, and sometimes loss of phone and internet at the same time. 6 months and six different visits before it was fixed, not counting the many phone calls and reboots before they came out. All the AT+T apologists tell you to call David, but why can't anyone else fix their issues? 

Every service guy tried something else, from blaming my appliances to rewiring all the connections throughout the house. In the end it seems to have been an outside line, one that the service guys "weren't supposed to touch", but one did anyways. It was too taut and corroded, so it kept pulling out and losing connection intermittemtly.

The only good thing is, if you call and give them your history, they usually gave me discounts for the service lost, but not, of course, for the loss of time and the aggravation of dealing with them over and over.

Would I ever recommend them to a friend? Not! 

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eriol wrote: 

Have to say I agree with everything you've said. Many service calls for the same freezing picture issues, and sometimes loss of phone and internet at the same time. 6 months and six different visits before it was fixed, not counting the many phone calls and reboots before they came out. All the AT+T apologists tell you to call David, but why can't anyone else fix their issues? 

Every service guy tried something else, from blaming my appliances to rewiring all the connections throughout the house. In the end it seems to have been an outside line, one that the service guys "weren't supposed to touch", but one did anyways. It was too taut and corroded, so it kept pulling out and losing connection intermittemtly.

The only good thing is, if you call and give them your history, they usually gave me discounts for the service lost, but not, of course, for the loss of time and the aggravation of dealing with them over and over.

Would I ever recommend them to a friend? Not! 

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This is a peer-to-peer forum.  The users here volunteer their time to help one another and we have a relationship here with David who is wonderful at solving problems that can't otherwise be solved.  I understand you are upset, but please refrain from calling these members AT&T apologists.  If you don't want to take the advice or assitance, you don't have to.  But this is a forum to get peer-to-peer help, not a place to get official responses from AT&T. 

Thank you,

Trey

It would be nice if someone from At&t would respond to these posts and let us know what they are doing to fix these problems.

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ukallme wrote:
It would be nice if someone from At&t would respond to these posts and let us know what they are doing to fix these problems.

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http://utalk.att.com/utalk/guidelines

Typical big buisness disclaimer garbage. I am in the service industry and when a customer has a problem I bend over backwards to get it resolved. Maybe I should start up a forum and direct all my customers to a disclaimer about what I can't do for them.

i agree. i'm a frequent visitor to the logitech harmony remote forum where company mods answer user questions every day. it allows for a very robust support community and builds consumer confidence.

it would go a long way toward restoring my faith in the uverse service if att would take a lesson from logi's policy and interact with users on this forum. 

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ukallme wrote:
Typical big buisness disclaimer garbage. I am in the service industry and when a customer has a problem I bend over backwards to get it resolved. Maybe I should start up a forum and direct all my customers to a disclaimer about what I can't do for them.

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Not sure what point you're trying to make: that a peer-to-peer forum should either pretend or strive to be something it's not?  

Utalk is a peer to peer forum.  Other forums for different services may be designed to have moderators and employees respond directly to customer questions.  Utalk is exactly want it is designed to be and does not pretend to be anything else.

If your ATT experience is less then perfect and you need to vent, do it. Then move on.

  If want the best  peer to peer help around. Join in. It's free. It works. If you want to blast ATT call CS. They are paid to take the abuse. People here are not. My 2 cents worth.

 

I just thought that since uverse pretends to have great service in their commercials they could try and help us out a little.  Been there and done that with customer service and all they do is read from a script. It's like talking to a wall. I will most likely just move on if things don't get corrected real soon. I just thought maybe by some slim chance the people from uverse monitered this forum. I should have known better.

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ukallme wrote:

I just thought that since uverse pretends to have great service in their commercials they could try and help us out a little.  Been there and done that with customer service and all they do is read from a script. It's like talking to a wall. I will most likely just move on if things don't get corrected real soon. I just thought maybe by some slim chance the people from uverse monitered this forum. I should have known better.

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AT&T does monitor this forum.  They are aware of the issues being reported and the suggestions being made.  However, do not post on the forum with the expectation of receiving a direct response from someone at AT&T in an official capacity.  Occasionally, it does happen, but it is not something that should be expected.  The forum is designed to allow U-verse customers to help other U-verse customers and to share ideas.

AT&T does monitor this forum.  They are aware of the issues being reported and the suggestions being made.  However, do not post on the forum with the expectation of receiving a direct response from someone at AT&T in an official capacity.  Occasionally, it does happen, but it is not something that should be expected.  The forum is designed to allow U-verse customers to help other U-verse customers and to share ideas.

 

So what you are saying is this is just as useless as their customer service. I guess for just $170.00 a month I shouldn't expect much from at&t

it doesn't pretend to be anything less then an att-hosted forum (with the att.com domain and big death star in the upper left of every page). it would be nice if it did strive to become something better then it is. cs mod involvement would be a nice improvement and would save alot of users' time.

why not put a few mods with the same knowledge and ability as "dave" on the payroll and have them answer user questions directly? logi does it on their forum and it appears to work great for them.

just my two¢ 

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ukallme wrote:

 

So what you are saying is this is just as useless as their customer service. I guess for just $170.00 a month I shouldn't expect much from at&t

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Thank you for labeling help offered by your fellow customers as "useless".  We appreciate your comments.  Since you feel that our help is useless, there would be no point in responding to any future issues or questions that you might have.

Thank you for labeling help offered by your fellow customers as "useless".  We appreciate your comments.  Since you feel that our help is useless, there would be no point in responding to any future issues or questions that you might have.

 

I am not paying you $170 a month I am paying At&t. When you can come over to my house and resolve all the issues I have then let me know.

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squareeyes wrote:

 

it doesn't pretend to be anything less then an att-hosted forum (with the att.com domain and big death star in the upper left of every page). it would be nice if it did strive to become something better then it is. cs mod involvement would be a nice improvement and would save alot of users' time.

why not put a few mods with the same knowledge and ability as "dave" on the payroll and have them answer user questions directly? logi does it on their forum and it appears to work great for them.

just my two¢ 

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I agree that any forum can always strive to be better.  Can you give me an example of the types of questions that you are referring to that you feel AT&T employees would do a better job of answering on the forum than other U-verse customers?  I'm not referring to issues that would involve technical troubleshooting or a visit by a technician to resolve.

how about the numerous issues that get deferred to 'dave and his team'

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squareeyes wrote:

how about the numerous issues that get deferred to 'dave and his team'

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Well, those issues cannot be answered on the forum even by AT&T employees.  They have to be investigated and handled by resources within AT&T.  This is why customers who have those types of issues are referred to Customer Support or David, if the have already contacted Customer Support, in order to get their issues resolved.

All I ask is make my audio dropouts go away so I can enjoy my home theatre in 5.1 surround and not stereo,improve hd quality so it looks just as good as what I can receive over an antenna,make the picture stop freezing. Give me a consistent internet connection. That's all I am asking for.

i get it now. some issues can't be resolved by att employees, but can be resolved by resources w/in att. 

i get what you're saying and not trying to argue with you here. i just think it would build uverse consumer confidence if actual att reps resolved some issues, directed some questions on this forum thru cs channels, and actually gave firsthand and useful service updates to ongoing service issues.

may have to agree to disagree. 

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texasguy37 wrote:

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squareeyes wrote:

how about the numerous issues that get deferred to 'dave and his team'

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Well, those issues cannot be answered on the forum even by AT&T employees.  They have to be investigated and handled by resources within AT&T.  This is why customers who have those types of issues are referred to Customer Support or David, if the have already contacted Customer Support, in order to get their issues resolved.

Message Edited by texasguy37 on 11-25-2009 03:01 PM

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I really can see both sides to this. Mostly this forum is people helping people so attacks should not not be tolerated, but I do think it would behoove AT&T to take a look at this forum and at least tell their customers service reps to stop with the "it's your equipment refrain". Also many companies scrub their message board so hardly any negatives get through. Kudos to AT&T to let all the dirty laundry wave in the breeze here. Uverse is far from perfect, but it allows me to stream movies, be on XBOX Live, be on the internet and watch HD programs all at the sametime fairly well. Yes I do have the audio issues that are irksome, but as far as the overall package goes I'm pretty satisfied. And I hate to beat a dead horse, but customers really have no dollars tied up in Uverse, so if you are not satisfied then move on.

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Squarely wrote:

I get it now. Some issues can't be resolved by ATT employees, but can be resolved by resources w/in ATT. 

I get what you're saying and not trying to argue with you here. I just think it would build verse consumer confidence if actual ATT reps resolved some issues, directed some questions on this forum thru CSS channels, and actually gave firsthand and useful service updates to ongoing service issues.

May have to agree to disagree. 

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Well, there is really nothing to agree or disagree about. 

 

Thank you for the misquote: "i get it now. some issues can't be resolved by att employees, but can be resolved by resources w/in att."  I said that the issues could not be resolved on the forum even by AT&T employees.  Those issues that you mentioned that are referred to David's team require that personal information be provided by the customers in order to review their accounts and investigate their personal situations.  That is not going to occur on an open forum.  Personal information is provided in private communication either by a call to Customer Support or email to David's team.  Am I missing something in your expectations that those issues be resolved here on the forum?

 

Who is better able to respond to questions that can be answered on an open forum:  AT&T employees who may not be U-verse customers and base their answers on what they read or have been trainied to know or actual U-verse customers who live with the system everyday and have first hand knowledge of how the service works?

you are absolutely right. sorry for misquoting you.

and you're absolutely right about everything else too. have a great thanksgiving! 

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squareeyes wrote:

 

you are absolutely right. sorry for misquoting you.

and you're absolutely right about everything else too. have a great thanksgiving! 

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Ha! Ha!.  Don't give up so easily.  You make some interesting points, and there is no right or wrong view.  There is just a difference of opinion.  I enjoyed debating this with you. 

 

Happy Thanksgiving!

i don't think we're going to see each other's points. and i don't have time to elaborate getting ready for tg. if it's still a hot topic on monday i may try again.

and i do, sincerely, wish you a happy thanksgiving!

 

honest.  

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squareeyes wrote:

 

i don't think we're going to see each other's points. and i don't have time to elaborate getting ready for tg. if it's still a hot topic on monday i may try again.

and i do, sincerely, wish you a happy thanksgiving!

 

honest.  

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Thanks you!   I wish you the same.

 

I enjoy a good debate with a worthy opponent. 

I don't want to debate I just want what I am paying for. I have no problem with anyone here. I just hope someone at at&t sees this post and wakes up and corrects these problems.

 

Have a Great Turkey Day Everyone 

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ukallme wrote:

I don't want to debate I just want what I am paying for. I have no problem with anyone here. I just hope someone at at&t sees this post and wakes up and corrects these problems.

 

Have a Great Turkey Day Everyone 

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Feel free to post all of your personal information, such as name, address, phone number, SSN, Credit Card number that you are using to pay (checking account numbers work just as well), and your customer service PIN (we need to verify you) right here and I am sure that someone will be glad to help you.  (DON'T POST THIS INFORMATION)

 

Most of these are the items needed to help identify where the trouble might be on your service.  Since UV is delivered in a much different way than satellite or cable tv, this info is needed to check delivery records.  Your UV service runs along the same cable, but different pairs, as normal dial tone customers and there is a chance that your issues might be related to that particular piece of wiring.   Seeing as this is a public forum, none of us have access to those record keeping systems, nor the testing capabilities that AT&T has.  As it has been said before, call TS.  If that doesn't work contact David.   There are people willing to help you, but you have to be willing to accept help.