Review by chgocolt
Good "Faster than standard DSL"
- Location: Chicago,Cook,IL
- Cost Contract price not specified.
Bad "AT&T totally screws up order. 4 weeks and still not full service"
Overall "So bad I'm considering Comcast!"
|Pre Sales Information:|
Value for money:
(ratings well below consensus)
I thought I was doing something simple, but AT&T is determined to put me through hell. I received an email saying Uverse was available in my area. I still had 11 months on my DirecTV contract so I just ordered to move my internet and two phone lines to Uverse and I'd bring over the TV next year.
I place the order on line. When the confirmation comes in email it has my primary and secondary numbers reversed. I called to fix that. No problem. A day alter I have a voice mail, your order has been canceled. Please call for detail. Since my two phone lines were on separate bills, they had to be combined to one before they could be ported to Uverse. I told them to do it, but they couldn't. I would have to call the 'land line billing office' to fix the bill then call back to Uverse and place a new order. I called the billing office the next day and they said, "No problem". I asked if it would be done before my install on 7/30 and the response was "YES." The night before my install I have another voice mail. We are canceling your appointment due to a billing issue on the voice lines. The merge of the accounts wasn't done. Then the agent suggested we just install the internet and do the phones after the billing was combined. Sounded good to me as I'd already scheduled the morning off work to be home for the install.
Install day comes and he has a work order for both the internet and phones. I tell him the story and, after he checks with the office, he confirms that the voice lines were not ported and only the internet should be installed. Not only that, he said there are no orderes pending for my voice lines so I should call. He completes the internet install and leaves. The internet seems as slow or slower than my previous DSL and speed tests confirm that its slower. I call and they tell me they "installed the PRO service just as I ordered." I ordered MAX and told them so. They fixed that issue.
Next, I call the billing office again and ask for the status of my account merge. Sorry, it's not done. We'll make sure it's done and you should call the Uverse office and schedule your install again for a week from now. I call schedule it for 8/7. I call again on Monday and check on the billing since there is no communications. Not done and won't be done until 8/6 and then the port will take 4 days. Appointment moved to 8/10. Then I get another call saying No, it's not done and we should schedule out to 8/14. Done. Now I follow up again today and I'm told your billing order is complete. Call the Uverse office and reinstate your order. I call and place the order again still on for 8/14.
Now I get home and my primary line is dead. I start calling around and they ported my line and it's "half done." They won't be able to restore my line until tomorrow since there is no one in the central office after 6pm.
Over the past 3 weeks I have had to make at least 19 calls to various AT&T offices and they have screwed up everything they have touched. They don't talk to each other and tell me I have to tell the other groups that they are done. So I'm sitting here with half my service not working and no one taken ownership of the issues or talked to me of any kind of compensation for the loss of service, let alone all the hell they put me through. And I have NO confidence that they are done screwing up my service. I'm afraid to see how they are going to mess up the billing!!
They just moved my phone lines from POTS lines to U-Verse yesterday. Worked for a few hours. Now I can make calls out, but calls in are directed back to my old POTS lines and get voice mail. It never rings here. Outbound seems to be working ok. I called and they said my port didn't go through. Now I'll be without inbound service for 4 days.
AT&T is totally screwed up and there is no one to escalate to or even tell your issues to. It's all outsourced service desks.
-- DON'T SIGN UP FOR U-VERSE. IT WILL BE YOUR BIGGEST TELECOM NIGHTMARE --
member for 9.6 years, 234 visits, last login: 222 days ago
updated 1.9 years ago
AT&T U-Verse Screws me AGAIN After many months of my modem needing to be rebooted weekly to get on the internet, this week it turns in to daily reboots and the phones have become unstable.
I call AT&T U-Verse and spend an hour with a "technician" who asks me the same questions 6 (yes, SIX) times. That includes my address and phone number on the account. She finally says I need a new modem. She says they'll ship one and I can self install and send back the old one. Great! I'm happy. I can get off this endless call and don't have to sit all day waiting for a tech. I even get an email with a tracking number!!
Fast forward 2 hours and I get a call from someone claiming to be from the "escalation team." She tells me that there was an error, the modem is not shipping due to a shortage in the warehouse. But they have booked a tech to bring me one from a local stock tonight between 5pm and 9pm. They "promise" the tech will be here, and he will call my cell phone first. I cancel dinner plans and sit & wait, and wait, and wait.. 8:45 comes around and I figure a proactive call is in order. The web site says my appointment is still open, the phone auto attendant says my appointment is still open. I explain to the agent and he puts me on hold to contact local dispatch. He comes back and says they were overbooked and will have to reschedule. So I still have flaky internet and phones that drop calls and have lost 5-1/2 hours of my time for NOTHING.
Thank you again AT&T. You have successfully pushed me to start thinking of switching to Comcast for my internet, phones and TV. In addition, Verizon will be getting my business when my contract on the iPhone expires next year.
| Now the rest of the story. In a final act of desperation to get someone here yesterday, I called the U-Verse Sales line. After 3 attempts I got a sympathetic agent who said, "let me see if I can bridge you over to Level2 tech support. There may be a long hold time, but I'll keep checking in on you." I was on hold 20 minutes and she popped in every few minutes to make sure I was still there. We got to the L2 guy and he checked with dispatch and my ticket was still unassigned and it was after 5pm so it was to be rescheduled, AGAIN. The dispatcher was able to get a tech, who was not close by, to take the additional ticket and work late. He got here around 6 did a couple tests and replaced the modem. Done in 45 minutes.|
So, why did I have to invest 9 hours of waiting time and over 3-1/2 hours of phone time to get it fixed? If I didn't make the calls it would STILL not be fixed and I would be asked to wait again, and probably lose work time. This is TOTALLY UNACCEPTABLE. AT&T is incapable of providing a stable service or repairing it when it is down.
BTW: The tech could not get a cell signal inside my building to active my new modem with his cellular laptop. He had to go across the street!! That shows you how bad AT&Ts cellular service sucks here too.
Now that I have a service, I can start the research on the best way to purge AT&T from my life.