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Review by michigandave 
Posted: 70 days ago
member for 2.5 years, 866 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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Review by DSLHeadaches
UPDATED: 70 days ago
member for 8.9 years, 988 visits, last login: 14 days ago
Woodland Hills,Los Angeles,CA
$113 per month
about 13 days
"Fantastic Channel Switch Times, HD when TWC isn't, whole house DVR"
"No Favorites Button/Crappy Music Channels/No Soundscapes or New Age Music choices/Long Install"
"Involved Installation, Nice HD Picture, Multiple DVR recordings"
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Value for money:
(ratings match consensus)
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Ordered Sunday 6/14/09 and requested a Saturday install, which while they indicated several weeks happened on 6/27. I was very impressed with the professionalism of the pre-notification, two postal contacts, and two phone contacts to confirm installation. On the day of the install, the installer did call and indicate he would be late due to being on another client site, and subsequently credited me with $10 off for 6 months for his being late. It only took about 3 hours (they indicate 4-6 hours), but I only have 2 TVs and 2 Computers. I actually have a third TV that I'm going to hang off the 2nd STB using Coax between the rooms. These boxes have every port you can imagine.
Extremely professional installer, they work for AT&T and aren't contractors like TWC & Satellite seem to send out.
He did as I requested on ordering, installed Cat5/6 throughout the house rather than RG; mutiple threads in the forums here indicated that works best. So he was under the house in the crawl space doing lots of work (wouldn't want that job but he was very pleasant about it). They also made it clear they want to make everything work, he wasn't hesitant about handing me an ethernet switch since there aren't enough ports if the TVs use the Cat 5 ports. I have and old laptop without wireless and he handed me both a wireless card and USB wireless device.
So far I can't comment enough about how professional and courteous everyone has been with AT&T; very refreshing. I haven't had to contact Tech Support. All the contract language was provided, and they hand you a booklet with all the different numbers you need.
The internet speed works almost at the numbers promised, which is much better than TWC, where I was getting better upload speed than download, even though I was set for 6MB/1MB. We'll have to see what happens during weeknights in prime time, my guess is UVerse will win.
My #1 complaint is the lack of a favorites button similar to TWC that switches between your favorites channels without having to access a guide. Between this and the loss of the Music Choice channels including soundscapes (new age) could spell the end of UVerse in our household; that jury is still out. The music channels offered on UVerse sound kind of jinky/tinnie like they don't have enough bandwidth.
I noticed while having both TWC & UVerse that the channels on TWC are lighter, but the TV can adjust. TWC HD channels are definately not as good as the UVerse in one day of comparing services. CNN was extremely choppy on TWC, while simultaneously being clear on UVerse. Other times HD channels on UVerse were appearing as 1080i while the same HD Channel program on TWC the TV was indicating was only receiving as 780i.
The most noticable difference is the time between switching channels. With TWC with its latest software update, it was taking as much as 3-5 seconds to get a picture in HD for each channel. With UVerse, its instantaneous channels switching even on HD, even while recording 4 other programs. I was able to record 4 and watch a 5th channel last night, contrary to what has been mentioned in some other threads. Also, contrary to other threads, likely as a result of UVerse version 2 releasing last week, I can setup to record on other STBs, although its much slower than on the main unit.
The web based DVR programming is fantastic. My complaint there is that the descriptions don't include any actors or year of the films. That makes it next to impossible to guess which movie you're recording if there have been multiple remakes. If recording a series 'shown anytime', it doesn't seem to be possible to stop recording if the same episode shows multiple times throughout the day (seems it would recognize the same title & description).
Now to see if I get any of that cash back promised. So far I'm impressed, though I really had nothing much bad to say about TWC; they're doing an all out best attempt to compete with ATT.
I'm still having problems with my VOIP, Sunrocket Innomedia device with VoiceStick, even in the DMZ. I've read elsewhere that people haven't been able to make the Innomeda device work. Fortunately I have a regular ATT line with GoogleVoice for most of my voice traffic. I've got some other ATAs to try if Innomedia can't be made to work. First I have to get the rest of the household comfortable with the change.
I hope to investigate the potential for a 1.5TB drive once I get to where I'm reaching capacity on the one in the Motorola, and yes I know what the contract says. They need to allow external USB drives; hopefully they get that message. It is a much larger drive than what TWC offers with the HD technology option.
-- Update 8/8/09 --
Its been more than a month and still having issues attempting to receive the rebates promised. I called the rebate center over a week ago and they said they would post the remaining $200, but it would take a couple of days; no rebates posted.
I've received the 2nd bill today and the taxes and franchise fees are more than double my Time Warner Cable bill for almost equivalent TV services.
I am happy with the service (I want more Hard Disk capacity or alternatives), but if the rebates remain a problem, I'll be back with TWC, which was cheaper for my circumstances. I've adjusted the Value for Money review downward.
-- Update 9/26/09 --
Received most of the rebate credits they promised in various forms (credits, VISA Cash Cards, etc.). But it did take several phone calls, each indicating it would be handled and only partial rebates each time. I'm satisfied that I finally got what the rebate offer was on the web page. The chat session promised more, but I'm at least satisfied that I got what was offered on the web page after much hassle.
I'm happy with the service, even the lowest tier internet speed is quite fine and all most people need.
They seem to keep encouraging use of other features beyond the U200 I have for free trials. I'm happy to try them out and cancel for as long as they keep offering.
The black on blacks on the HDTV are a bit frustrating with the blurryness caused by the compaction of the signal, but other than this, its fine. I wish the pause of live TV worked in the other rooms... I wish it had more hard disc capability via USB or any other means.
Followup comments:  
Woody45459
@sbcglobal.net
| UVerse I'm a month plus after install. Technicians were excellent and did a great job installing the service. I had a pre-existing wireless network, which they dismantled, and left me to setup the Uverse version. (Not difficult, but "not my job" either.) I had 802.11.n and there's is G, but it's working. Our "issue" has been the voice service. I replaced two POTS with two VOIP lines and we've had issues twice now, no useable service issues. The first was resolved with a 15 minute phone call, (from a cell phone) and the second was an hours long issue "national outage". Of course when you look at their website, it says "No Known Issues with the Uverse Network"....when the entire voice side is not functioning. I guess it depends on your definition of "issue". I've told them one more chance and their service, or lack thereof, will be history. | |
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dockoonce
@sbcglobal.net
| ATT rebates I went through the same stuff with ATT on the rebates. I called and the rep told me that my rebate was the "discount" I was getting on my bill each month for getting a package deal. I said "hum...cash back and a discount on my bill don't sound like the same thing". He said ordering online is a little confusing. I said it was not that confusing because while I was ordering online I was on a chat with a Uverse rep who was walking me through the process. I happened to save the chat and the rep clearly said I would be getting a pre paid Visa card with $250 on it. I asked if he would like for me to send him a transcript of my chat and he put me on hold. When he came back he said all he could get me was $50 on a Visa. However, he gave me an additional $20 off my bill per month plus a one time $100 credit. ATT is facing a lawsuit over these kinds of tactics. Call them and complain until they at least give you a credit. | |
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Review by jakdedert
Posted: 72 days ago
member for 6.2 years, 4 visits, last login: 72 days ago
Nashville,Davidson,TN
$40 per month
"overall reliability"
"incredible ineptitude with changing service"
"Comcast"
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I had been an AT&T (former BellSouth) DSL customer since BellSouth began offering the service in (I believe) 2000. I moved and they were able to change my service to another address with a reasonable degree of promptness.
However, when I tried--in April 09-- to have my service moved to a different number (same address), they completely dropped the ball. The order-taker said it would all be seamless and that I would merely plug the modem into the other line the next day.
Long story short: three days and some twelve hours on tech support later, I just gave up. They as much as admitted my email account was completely nuked. My emails, despite their 'policy' of not dropping service for 90 days after a disconnect, were bouncing to high heaven. Online bills were not being paid. Online banking languished; and I had to pay penalties because I had dropped paper billing. Even my online email became unaccessible. Every day, they said it would be all fixed by the next day.
Every day...for three days.
The crazy thing was, I had sync most of that time. I could navigate the proprietary AT&T pages. I just couldn't get a gateway out to the internet. They kept saying it was a paperwork issue; but for some unknown reason, they could not get a nine-year, loyal--and basically up to that time, satisfied--customer online.
Finally, on the last day I asked the rep who was on the phone at the time if he could PROMISE to have me hooked up by the end of the day. He could not. So I dropped them. Shortly thereafter I dropped their phone service as well.
Now I have Comcast cable, and I'm just as satisfied with them as I was before.
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Review by bashful9999
Posted: 72 days ago
member for 3.7 years, 182 visits, last login: 11 days ago
Geneva,Kane,IL
$200 per month
about 10 days
"Works as advertised and can save you lots of $$$"
"Installation can be problematic for some"
"Very happy with the switch overall"
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings match consensus)
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I was a 10 year AT&T POTS subscriber running ADSL Elite package and using Comcast Digital Cable for television. Rolling a 'triple play' up with a Uverse combo saved us about $100 a month versus getting everything a la carte. I'd love the ability to roll in some of my AT&T wireless plan into this as well and there is the hope of that coming in the future. But this convergence service is really state-of-the-art with web-portal based management of most of my service, great TV features (love Multiview) and super fast Inet speeds and a ton of Voice features you'd be hard pressed to find outside of a top-tier corporate PBX solution. I had a lot of installation issues that required some escalation but once those were addressed, my family and I have been extremely pleased with the service overall.
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 Review by TigerNutz
Posted: 72 days ago
member for 8.9 years, 3255 visits, last login: a few hours ago
Little Rock,Pulaski,AR
$99 per month
about 6 days
"Easy and quick set up."
"none so far"
"a little pricey but best choice in the neighborhood."
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings match consensus)
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My order went in before Labor Day and installation right after.
Went without a hitch. I got the TV U300 bundle with 12mbps down and 1.5mbps up and the tech had me up and running in about an hour. Integrated wifi is a nice touch.
Latency is around 60ms.
Online chat and phone tech support has been pretty good so far.
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Review by mstubbs
Posted: 75 days ago
member for 75 days, 0 visits, last login: 75 days ago
Lilburn,Gwinnett,GA
Contract price not specified.
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Have had U verse for about a month now and it seemed to work well until recently.
The system has been down now for two days. No TV No internet and my phone line is dead.
I should have stayed with the Direct TV and my DSL service now I'm without TV, Phone service and internet service. Great product if you like sitting in the dark. Single point of failure. Oh the line I keep getting is we are working on it.
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 Review by mocycler
UPDATED: 75 days ago
member for 8.8 years, 2592 visits, last login: a few hours ago
Naperville,Dupage,IL
Contract price not specified.
about 5 days
"Works well, really flexible DVR."
"AT&T router does not have a print server, iPhone app is useless"
"Good value for the money."
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Value for money:
(ratings match consensus)
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My uVerse was installed on time and had no issues afterward. The DVR is great! I can record 4 shows at once and watch them from any TV in the house. I can even pause it and pick it up in the next room. By the way, the $95 price includes 3 mb DSL and a landline phone with all the calling features, voice mail, and unlimited calling anywhere in the USA.
The calling features are amazing. My favorite is "call locator," which is a beefed up version of call forwarding. If someone calls my home, it rings on my cellphone as well. You can program up to five numbers. I can also go online and control my call features, listen to voice mails, and look up incoming and outgoing calls in real time.
The iPhone app completely sucks. It does not work, plain and simple. If you try to program your DVR, it will spit out an error message saying "program already aired" even for future programs. About all it will let me do is let me erase programs already on my DVR. It also does not allow access to billing data or call features.
I was also disappointed that, in 2009, the AT&T provided wireless router/gateway does not include a print server!!
I don't know how good their tech support is because I never had to use it.
uVerse is a good value for the money. I waited a long time for AT&T to work out zoning issues with my city for placement of the equipment boxes, but it was worth it. The bottom line: highly reccomended.
mocycler
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Review by UVerse29662
UPDATED: 75 days ago
member for 76 days, 9 visits, last login: 60 days ago
Mauldin,Greenville,SC
Contract price not specified.
"The AT&T Technicians trying to get me up and running."
"Gateway is to restricitve - Service is Erratic, Cabling is old in area"
"Wait or be like me and dont let them disconnect your DSL."
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings well below consensus)
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Ordered Internet Only around August 06,2009 , Install date August 20, 2009. Ran poorly for 1.5 days, then down. I had AT&T reconnect my DSL after they couldn't get it back up, waiting for them to resolve problem, AT&T canceled U-verse order, then waited over a week to get them out to dig up underground junction box, finally they dug. Still no resolution to problem. AT&T Determined defective underground wire, instead of replacing wire AT&T found a descent pair (they thought), contacted upper management and got permission to use alternate pair, meet with Premise Supervisor to get gateway installed, tested speed 10Mb down / 1.5Mb up. Was sold 12MB service ???? Shows 12MB on my order on AT&T Uverse site, tech said 10MB. Internet Speeds slower than 6MB DSL. Install to gateway install and working poorly August 20, 2009 - Sept 16,2009 . And still poor service calling again today Sept 21, 2009.
One final Note and this is important to let everyone know. The AT&T Technicians that are working on my install and problem have been the BEST. I can't say enough about how they have all went the extra mile to help me out. They have worked late in terrible conditions to try to get me up and running.I really appreciate all they have done !
These are my actual speeds with a 10MB/1.5MB U-verse Click on the thumbnail below.
Attachments:
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 Review by redsonrising
Posted: 76 days ago
member for 9 years, 1780 visits, last login: 9 days ago
Sacramento,Sacramento,CA
$160 per month
about 14 days
"Install went smoothly. Speed is great. TV quality great."
"Phone buzzes off and on a bit."
"Only had it a day so far, but so good so far."
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings match consensus)
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Upgraded from AT&T Phone/DSL (6mb/768) and D*sh Network TV to AT&T U-verse (18mb/1,5mb).
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Review by bluetrevian
Posted: 76 days ago
member for 3.7 years, 10 visits, last login: 75 days ago
Miami,Miami-Dade,FL
$150 per month (12 month contract)
about 17 days
"Excellent install and easy to use 2wire hardware"
"No Dynamic DNS so far--will update upong further review"
"Excellent television and network performance"
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings match consensus)
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Excellent television and network performance
Followup comments: | Forums » comments on review of AT&T U-Verse |
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