If you like being treated like a second class citizen/ customer, ATT is the provider for you.

If you only desire to speak to automated telephone support, ATT is the provider for you.

If you enjoy the inablility to settle any sort of dispute whatsoever, ATT is the provider for you.

If you’re enamored by offensive and threatening business letters, ATT is the provider for you.

God forbid you should decide to upgrade your services with them because they’ll continue charging you for both the old services and new ones.

After 6 prision-like years of services (if you know what i mean), I’m sending it all back. Good riddance.

ATT, this is my last act as a paying customer, and it’s only befitting that I let everyone know how wonderful you are!

Regards,

Hope ATT fires you Dimitrious from Sales, Service and Billing (phone click)

I told the guy i was chatting with the hours were wrong and he said I just checked with them and they are open till 7pm CST. If he “just checked with them and they are open till 7CST and it’s 8:30 in my zone, I’m in eastern zone. Who did he talk to? Uh didn’t you just say previously they were open till 9 sheez do any of them know what’s going on? Anyhow system is much worse tonight then it was before they worked on it. I will be calling tomorrow and everyday until I can get rid of AT&T Uverse, it’s like a disease that just keeps spreading.

Poor product, Poor customer service you’ve been warned, beware!

He set up an installation appointment for two days later and we were set.

Day of installation: First FOUR hours were spent with TWO technicians trying to find out why we weren’t getting a signal to our house. Turns out someone had turn off the service to our house. (what??). Whatever. Installation could now begin. The tech ended up placing our gateway router in the KITCHEN. When I asked him if we could move it to the living room…he said that we’d be sacrificing quality of the TV picture if we did. (what??) Well, ok. He’s the tech. The pro….right?? They leave, not leaving everything the way they found it. Well, turns out the router being where it is doesn’t reach the other end of the house. Ok, fine. We’ll connect our own purchases router that is known to have a great signal. I call tech support and go through their award winning customer service(read as the automated menu from hell).uh-oh. You can’t. Turns out if you try connecting another router to the gateway router, there will be a conflict of IP addresses. Fine. I call AGAIN and ask is there ANY way I can have my gateway router moved to the living room?? They say of course. You wouldn’t lose any quality.(wait…but didn’t the tech guy say?…whatever). Two days later, tech comes in and says sure I can do it. But it’s $55 dollars for my time and an additional $55 to move the router. $110!! Ok, fine. Just do it. I called later and disputed it saying it should have been done like that the first time. They say ok, we’ll give you credit for the repair.

After calling customer service so many times…I wondered…did that “deal” the AT&T rep at the store include minutes on our house phone? I call. Yes, you have 200 minutes to use for the MONTH. What?? No one told us that! $25 for 200 minutes….$35 for unlimited. We had to. Tack on some more to our bill…..

Ok. Here comes our bill. Surely all the time and effort will be worth it once we get all these cool services for the same price as our cable company. What’s our bill?? $291!!! And that’s with the service call credit!! $100 over what we were promised??? I call and find out what happened. All those extra charges? Prorate fees. I say the AT&T rep assured me and promised me NO prorate charges! I made it a point to be sure no prorate charges. The customer service rep says, “I’m sorry, he should have told you.” That’s it?

Oh, and where is our $100 off? It didn’t go through?? Well that’s just nifty. When do we get our $100 rebate? Next month? Right.

I said that was it. Cancel our service. They asked if there was anything they could do to keep me. I say, “Just drop those prorate charges, and we’ll stay…just give me what I was promised”. No deal. They’d rather lose a customer than forgive $100.

AT&T is horrible. Their internet speed was nothing to brag about. Same as our cable service. The phone as well. The TV services were VERY cool. But not at all worth the hassle, hardship and cost they ask for. The customer “service” they have is one of the worst I have ever encountered. The tech support is atrocious! Just trying to get to a live person on the first try is a feat in itself! I have no idea how they can keep this service in demand. I have since spoken to other ex-uverse customers. Not a single fairytale story. Only service issues, unknown increases in their bill, and complete distaste for them.

I hear from a few people online that Time Warner is horrible. I don’t know if I have the same Time Warner….but they have always been good to us. They happily took us back after we (stupidly) kicked them to the curb for AT&T. Great customer service and tech support. NO CHARGE service calls. Great internet. Good Phone. Very good TV. PLUS! They tell me how much it will cost….and that’s how much I paid. NO PRORATED FEES. My bill will STAY the same every month as well. Unless I add a service or purchase. They actually seem to still care about the customer. More so than the giant that is AT&T.

Whenever the opportunity presents itself….I WILL save another persons’ sanity by steering them away from AT&T. Don’t have to go Time Warner….though I highly recommend it…..just stay away from AT&T for your internet, TV and phone services.

1. Ordered U-Verse and was given an install date. Told the person I ordered from that we didn’t currently have service from the pole to the house (we have Vonage VOIP that was used via Comcast cable modem). Was told, no problem they have to run fiber from the pole to the house (later found out this isn’t the case…they use dual twisted pair from the pole to the house, about the same as an ethernet cable).

2. Received a confirmation e-mail. It noted that all outlets must be 3 prong outlets, no adapter could be used. I called and cancelled as we have a very old house with two prong outlets in a couple of the locations.

3. Paid an electrician to rewire the outlets that were by the two TVs in question.

4. Reordered U-Verse, reiterated that there was no service from the pole to the house, was told again that fiber would be run (as I mentioned above, not correct).

5. Received an e-mail with an installation date.

6. Install date 11/10 came and went, no tech, no phone call. I called customer service. They said that even though the email said the 10th, it was actually scheduled for 11/11.

7. Technician shows up on 11/11, says there isn’t service from the pole so he can’t install (remember I told the customer service people about this issue twice prior to his arrival).

8. They put service to the house from the pole.

9. The dates get blurry here, but on the third trip the tech couldn’t install because the signal from the newly installed line had too much interference to work with U-Verse (he said it would be fine for simple phone service).

10. The fourth visit, same as the third, signal still to weak to connect U-Verse.

11. Finally, after much yelling and complaining, they sent out a truck to repair the connection from the pole, and sent another tech out on the same day of the fourth visit. This was the fifth visit (keep in mind my wife or myself had to take off 1/2 day from work each of four tries). They finally installed the service on this visit (it took about six hours for him to get everything hooked up).

If you are wondering, they ran twisted pair from the pole to the house and put a new jack on the wall to connect to the U-Verse Gateway. They connected the DVR (in my case it sits right next to the gateway) by ethernet cable. All other three TVs have U-Verse receivers connected via coaxial cable (a lot of our existing coax wiring was used, but they put new ends on and got rid of some old runs that are no longer in use). Other than the gateway, I think the receivers and DVR can be connected EITHER by coax or ethernet cabling (but I am not 100% sure on this issue).

Now the fun part…which is causing a LOT of friction between my wife and myself.

1. We have four TVs, three of which had separate DVRs when we were with Comcast. ONLY the TV connected to the U-Verse DVR (you can only have one per system) can pause or rewind live TV. The other three TVs can watch recorded shows on the DVR with normal DVR pause, rewind, etc… but CANNOT do this while watching live TV. Now my wife is upset because the DVR is on the TV in my office (I offered to switch to one of the two TVs she most commonly watches), and she can’t pause her TV shows to answer the phone without first recording the show (she doesn’t much care for workarounds). This aspect of the system was not explained by AT&T, and furthermore, when a salesperson came by about a week later, not realizing we already had U-Verse, he tried to say this wasn’t the case. My wife brought him in and demonstrated that his sales pitch was misleading at best (he really thought you could pause all TVs, so obviously AT&T has done a poor job of training).

2. HD channels are offered in 720p or 1080i. There is no option for 1080p (should have listened to those Comcast commercials). Not a huge deal to me, but AT&T never told me I wouldn’t be able to get the most of my 1080p TV.

3. Our existing phone number with Vonage still hasn’t been ported to AT&T (they keep giving excuses). They had promised this would happen when the installation occurred. Now they have an excuse for everything and I am paying both AT&T and Vonage for VOIP until they get things figured out. It has been at least a couple of weeks, still not working.

4. Weather channel lacks the local features we got through Comcast (wife is a weather nut, this drives her crazy).

5. Internet has been fantastic…absolutely no complaints. I have the maximum bandwidth in my package 18down/1 or 2 up. When I tested on numerous servers located througout the world I got up to 14.5 down and consistent 1.5 up. Way better than the 4-6 down and 1 up I was getting through Comcast.

On the bright side, AT&T has offered all sorts of credits for the poor installation service and all of our headaches. By the time all is sorted out, I will have received about $600-700 in credits and rebates for installing.

On the dark side, due to all of the headaches, and the issues related to TV noted above, I will be switching our TV service back to Comcast once I have received all promised discounts and rebates. It isn’t worth the $30 or so I will save per month at normal pricing to listen to my wife complain all of the time. I will be keeping Internet and Phone service through U-Verse (assuming they ever get the number ported properly), since the Internet is faster, and I am going to give the benefit of the doubt that the phone service will be at least as good as Vonage. If they don’t get the number ported in the next week, I will only use Internet and will keep Vonage (which should work fine over the AT&T Internet connection).

If you are single or have a small family that rarely watches TV and you don’t need 1080p, it is a good system. If you have a family that watches different programs and records a lot (especially HD), I would stay away from U-Verse until they make significant changes to the way their system functions.