erdavis
@sbcglobal.net
| Faulty equipment charges
We have had u-verse for about 8 months now and the phone portion quit working. A serviceman came out and determined he had to replace their modem. We got a bill today for $55 for his time. This is the first time a cable company charged me to replace their faulty equipment. Probably somewhere in my contract it says this. Is this other peoples experience? If it happens again in such a short period of time I will switch back to wow or comcast as this could get expensive. |
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texasguy37
join:2009-05-18
Grand Prairie, TX
| That seems very odd. The link to the AT&T Terms of Service Agreement can be found at the link below. It is my understanding that billing for a service trip will only occur if the customer was at fault. In your case, it appears to have been faulty equipment; therefore, no charge to the customer.
I would suggest that you call customer service, explain the situation and request that the charge be removed from your account.
»www.att.com/u-verse/att-terms-of···e.jsp#TV |
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gdm
Premium,MVM
join:2001-06-15
Mchenry, IL
clubs: | reply to erdavis
Look at the top of the forum on how to contact tier2 agents. For this I would post in the ATT Direct thread and explain exactly what happened. Someone should be able to help you. |
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lashmun
Premium
join:2002-12-14
Novi, MI
 ·AT&T U-Verse
| reply to erdavis
I had the same issue about a month ago - the phone quit working.
When I was first reporting the issue the Tier 2 guy had me plug in a different phone to see if that was the problem and also had me re-boot the RG - neither of which fixed the issue.
A tech came out and checked the wiring, did some tests and then ended up replacing the RG at no charge to me.
I think that if they charged you for the replacement is was a mistake.
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I didn't used to be this bad...I was worse. |
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mmay149q
join:2009-03-05
Dallas, TX
| reply to erdavis
Hello, this is Matt with U-Verse Tier II Technical Support. I want to resolve your issue as quickly as possible. Please send me your account information by PM (private message) or to uversecare@att.com. With your account information I can look up at over the account and see what's happening, and why it was charged, and even check the dispatch ticket.
Thanks, Matt
U-Verse Tier II Technical Support.
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I'm an AT&T Employee dedicated to phenomenal customer service! Don't believe me? Check out my kudos! »/profile/1626573
»Welcome U-Verse Tier 2 Agents |
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