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Review by michigandave 
Posted: 56 days ago
member for 2.5 years, 854 visits, last login: a few hours ago
 Fenton,Genesee,MI
 $35 per month
 about 7 days
 "Stable HSI, fair price, good support (via AT&T DSLR reps)"
 "DO NOT deal w/ field sales reps - better luck on your own. TV quality blows."
 "All aspects averaged: probably on par with anyone else."
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings match consensus)
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U-verse finally officially rolled out in my area early 2009. I had numerous door hangers left on my door yet the system didn't show my address as U-verse ready. There was a minor system glitch because I had dry-loop DSL and I was flagged by a field tech as not U-verse capable. The AT&T Direct forum here got that cleared up in a hurry - **kudos to them**.
I ran across one of these sales field reps who go door-to-door soliciting U-verse even though there are local ordinances and private property restrictions but I digress. I explained that I had dry-loop and have been cellular only for years and absolutely did not want TV nor voice and I absolutely would not pay $150 for HSI-only install. I already had been to the U-verse site so I had a good idea of what my ordering options were. The rep explained he could waive the install fee and I could get a $100 rebate. It seemed odd but since he was a field rep I figured he had inside strings he had at his disposal. I gave him my phone number to call when we could better discuss setup.
It took a couple days of missed calls, bad opportunities to connect and relaying info back and forth but I finally got U-verse ordered. Apparently it turns out that I did need to order TV after all to get the free install as it was apparently his pitch from the beginning to tack on a TV commission when I clearly said I didn't want it. There was a supposed 30-day trial for TV which I intended to cancel but still ended up paying for it anyway.
I did manage to get my $100 rebate and I cancelled the video surprisingly without any fuss from the CSR on the phone. I was figuring on a WW III level fight to ditch video but I was given instructions on how to return equipment.
In the end, what took me a couple of days of BS with this field sales rep thinking I had an inside track, I could have done exactly the same thing in minutes online. The rep had my name spelled wrong, phone numbers wrong, setup as online billing even though I don't want my bills sent online. I don't know how it actually works but it's like the rep just calls some 800 number to relay customer ordering info - something I could have easily done myself. After getting a past due cutoff notice did I realize that something was seriously wrong with my account. I worked with U-verse billing to get my account straightened out and we're back on track.
So just like my "bad points" line says: I strongly recommend if you are considering ordering U-verse that you do it yourself online or call the toll free number yourself. Do not work with these field sales clowns.
Now, onto the service performance.
I had TV for about a month and really did NOT like it. There was a thunderstorm in the area one day and every time lightning would flash nearby the video would pixelate and/or freeze momentarily. The compression of the signal was terrible. The quality was worse than what I had with Charter. We ended up watching the hockey playoffs on OTA broadcast TV. I know OTA quality is superior to any other delivered method but U-verse was terrible compared to OTA, Charter and satellite. With fast action on the screen, the cubing of the picture was intolerable. Also, when someone was using a bandwidth intensive program or website it would lock up the TV and HSI. I'm sorry, I know that's how U-verse works but with one non-HD TV and one computer on a 6M connection in this house I found this completely unacceptable.
The DVR box was slow to respond and the program guide would pull up some random channel when you pressed the guide button. I believe this has since been fixed but it was irritating when I had the service. I had no problem with or felt guilty about cancelling video as I legitimately did not like it. I hated it.
As for HSI, it's stable, I think I've had maybe 5 minutes of known downtime since I had it installed in May 09. Speed tests are variable anyway but occasional checks do reflect that I am usually achieving full 6.0M speeds. I don't have much to say about HSI - it's stable, it's good, it's as fast as I pay for. I was paying $29 for 1.5M dry-loop and to upgrade to 6.0M for $35 was a complete no brainer.
Tech and customer support: the couple of times I've had to call I received good help from people I assumed to be based in at least North America. Clear intelligible English from people who could generally handle my problem right then and there. Typically, I try to handle issues with the personnel who represent AT&T right here on DSLR and I'm never let down. I always recommend to anyone to work with the techs/reps here on DSLR first before trudging through the AT&T IVR system. A+ to those people here who strive to help the customer have the best experience possible.
For the price, speed and stability, I'm definitely keeping U-verse HSI.
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