Review by MrGuySir
Good "Everyone I talked to on the phone is really nice and are right here in the U.S.A."
- Location: undisclosed location
- Cost: $48 per month (6 month contract)
Bad "The level of incompetency in this company is staggering. Terrible service."
Overall "Would never recommend to anyone for any reason."
|Pre Sales Information:|
Value for money:
(ratings well below consensus)
I am not sure why everyone in this company I've had to deal with is terrible at their jobs. Maybe I have bad luck. Or maybe their all just terrible at their jobs.
Switched to U-Verse after it became available in my area about 2 years ago. At first it was great. Decent speeds, reliable connection, everything was fine until they started rolling out their Max and Max Plus plans a little over a year ago.
Let me first say that everyone I've talked to on the phone (when I get through) has always been really nice and are easy to understand. However, when it comes time to actually get stuff done, well, that's where things start to fall to pieces.
I had a SpeedStream modem for about a year and it was good for a while, but then about six months ago the connection started to drop off unexpectedly and seemingly randomly throughout the day and night. Of course, I tried unplugging it and leaving it for few minutes and plugging it back in, I tried resetting it, I called and asked tech support to test the line and they concluded that I needed a new modem. Good. Fine. When can I get it? 5-7 business days. Okay, no problem.
Two weeks later I never saw the modem and had to call tech support again, be on hold for 2 hours (again), had to try resetting the modem and power cycling the modem (again) and they tested the line (again). They said they would send me a new modem as soon as they could. 5-7 business days. Okay, here we go again.
10 business days later: No modem, but they were nice enough to send me the set-up instructions for when I actually do receive the equipment (2 boxes with 2 sets of instructions).
Called again and ask to speak to a manager. They said they couldn't do that until I went through the first tier of tech support. 2 hours later the nice tech support lady says she will send out a modem "this time for sure" and she will also send out a technician to check my line and provided me with the time frame he'd be there. I waited all day and he never showed up.
Finally I just stopped using the internet because I work 70 hours a week and can't waste so much of my time with this issue.
2 months go by and my internet is still sporadic on all of my devices in my house. Connection still drops out randomly at this point. So I call again and ask to go straight to tier two, and persisted even after they told me that I had to go to tier one first. I spoke to a nice lady who figured out that the reason I never received a new modem was because they didn't hit "submit" on the order. What does that mean? Not sure but I don't care so long as this issue gets resolved. She said for sure she'd send it and I should have it in 5-7 business days and she'd even call me at the end of the week to make sure I received it.
A week and a half goes by without hearing from anyone. No call from tech support and still(!) no modem. My internet is still useless at this point.
Another call to tech support, another 2 hours on hold since they perpetually seem to be "experiencing unusually high call volumes" at all times of the day. At which point does it become "usual"?
I wouldn't let the person hang up until I had an explanation as to why I hadn't received a new modem after many attempts to do so. An additional 2 hours on hold revealed that everyone was doing it wrong. They incorrectly listed my equipment in the system or something. Bottom line was that he wouldn't be able to help me. He said he saw 5 modem orders all ready to go to my house and none of them were ever submitted. So I ask if there is a place I can drive to to pick up a modem myself as this seemed to be my only recourse. He says no. I need to contact the "order fulfillment center" or something or other and provided a number I could call.
I call the number the next day because they were closed by the time I hung up the phone with tech support. I told them all of the problems I'd been having over the last few months and the guy says he can't help me because they don't fill out new equipment orders and that I would have to call tech support again!
I call tech support. After 3 hours of back and forth with the nice people at U-Verse, I had reached the end of my tether and said if I didn't receive a modem by the end of the day, then I would be cancelling and inform my bank to stop all payments if they decided to charge me their early cancellation fee. So they send out a technician and he gives me a new modem a few hours later.
The technician tests my line and says there's something wrong with it because my upload speeds shouldn't be 160kbps. Which they are still. He placed a fix-it ticket on my account and the next day someone came out to my house while I was at work and called me to let me know that he was there. He said he needed to disconnect everything and test it so I told him to go right ahead. He said he would call me back to let me know what was wrong. He never called me back and never answered his phone when I tried to call him. Upload is still 160kbps and show no signs of improving.
I'm paying for 12 Mb down and 1.5 Mb up. I'm getting 11.3 Mb down (not bad at all!) and 160kbps up (horrible).
I run my own business and it is unfathomable to me the level of incompetency this company exhibits. I'm going to cancel as soon as I have time to wait 2 hours on the phone to get to their "cancellation department" or whatever it's called.
member for 1.5 years, 0 visits, last login: 1.5 years ago
updated 1.5 years ago