As the store manager of the facility I initiated the service contract with, you are the only face of ATT, besides the technicians who have attempted to provide service to my residence. I do appreciate your attempts to resolve this situation. When I call your number I have gotten-Mailbox full, and I left a message which has not been returned. Zach the sales person who I have purchased items from before, began the sales pitch on U-Verse. He is very persuasive, and an excellent salesman.
He explained to me that U-verse was far superior to the competitors with more features, channels and options. He went further to say that the internet would be considerably faster to what I experience with Time Warner. I purchased the U-Verse product and the install appointment was established for Monday March As promised a technician named Patrick arrived on Monday morning to complete the install. We toured the house and discussed the location of the devises to be installed.
Patrick arrived at approximately not sure , 45 minutes later Patrick advised me that there was a feed or connection problem. The unit was not receiving the proper signal. I live in an attached 3 story town home. Patrick explained to me that he had elevated the problem to his supervisor and the next level of technician had to do some work at the street to fix the signal.
At first I was under the impression that Patrick was going to wait for this to be completed-that seemed odd so I asked him. He told me no, his supervisor wanted him to proceed to another install. I asked him are you going to have my service up and running today- he responded yes it will be running today and I will be back to complete the install.
Remember-I have made arrangements with my employer for this install- at PM I had not heard from anyone-not a soul!!!. I received his voicemail which stated if you are reaching my voicemail after I am off work-please call customer service. It was now I called customer service and explained I had been waiting for an installation- I received the first of numerous apologies from ATT customer service staff. It was now around PM- the agent advised me that the account had been updated at PM that the problem was resolved and the installation could proceed- when would I like to schedule?
Now is fine— oh no not today, was the answer- I advised the next morning would be fine- that was also not possible. So the install was scheduled for Wednesday April between and On Tuesday I visited Zach at the retail store to let him know that I was dissatisfied with the fact that I had made arrangements on Monday to be at home-and the technician left, and I never heard from anyone until I called at PM- If I had known then what I know now- I would have cancelled everything.
My next technician, Sean, arrived around 10 AM on Wednesday- he was very professional and meticulous, he completed the install around PM. He even programmed all the remotes, and upon his departure everything seemed fine. Wednesday evening the devices downstairs worked fine, however the internet seemed to be slow. When I retired for the evening I turned the TV on in the master bedroom. It functioned normally for about five minutes-then the sound went to a garbled mess, then the sound went all together.
I turned everything off to reset and turned back on-then I could not change the channels or complete any other command to the box. Sean had left his number, so on Thursday morning I called and got his recording stating that he worked 8 to I could leave a message or contact technical support. I then got on the phone with technical support that walked me through various trouble shooting functions.
I then had to reboot and was advised that it would take up to 30 minutes and that they would call me back. At this point I had to go to work- so I told them I would call back if it was not working. As I left for work the TV came back on-all of the problems were still there. When I got to work I called the help number again and explained the problem was not resolved-more troubleshooting was suggested- I advised that I was at work, and that obviously there is a problem with connection since I have not had uninterrupted U-Verse since the install.
He arrived- my wife and I were having a dinner party- I asked Mark to let me know if he needed anything and to feel free to move around as needed. On his departure he asked that we call him the next morning if there were problems. Mark, being the professional that he is, actually left a message on Sunday morning asking if all was well. I called back in the afternoon and explained that it appeared more problems were occurring. I actually had to unplug the box in the bedroom to change channels.
Sunday afternoon I meet Mr. He apologizes and states that on Monday morning he will use his contacts to get this resolved. I tell him of my frustration, but further explain all I am looking for is excellent customer service to resolve my issues. I am told that he will contact the local technician manager and ensure that the top guy is sent to resolve the issues. As Promised the next technician Noel arrives on Tuesday at —oh wait a little late.
I explain the problems. He tests the internet and tells me I am getting the basic 2 meg which I am paying for. I let him know that I was promised it would be faster than my roadrunner with Time Warner. I ask him about certain channels I am not getting, that I had specifically asked for-he tells me that I do not have that plan- I explain to him that one particular channel was asked for-he states not on this plan.
After about 10 minutes Noel explains that there is some sort of feed problem from the box on the street- sounding familiar? I told Noel I needed to get to work soon, but my best friend would be here all day.
He asked when I was leaving-I told him about an hour and a half- he told me that is how long it would take him to troubleshoot the wires. Two hours later I have not heard from him I drive around the neighborhood to see if a truck is around there is not one.
I call my friend at 4 PM to see if Noel had returned-he never did. At PM I receive a call from a supervisor asking how many blue tooth devices are being used with the modem- I ask if anything is resolved, I am told no—- no more contact. She asks me for the names of the technicians and their manager-I give those to her-she is very professional and tells me that she has contacted the Manager of the Manager for the technicians and that I would be getting a call from this person and a technician, she also tells me she will personally call me back to follow up in the afternoon.
She states that she understands that I have no faith in ATT at this point but she will call me back- She never calls back-one of her peers calls back 8.
I receive a call on behalf of Tina at 6 PM- The gentlemen explains to me that Tina asked him to follow up to ensure I had been contacted by a technician and a manager- due to my cynicism at this point- I ask if you were betting which way would you go- He said it could go either way- I tell him of course not—. I have been fighting this company for 6 months over them not giving me my package rates that I signed up for which I have documents to prove my order I began my calls 1 month after my service began and was promised it would be corrected, which I was told could take a month our so.
Which i regretfully paid. Now May And no corrections have been made and again they need to do another investigation. I have spent about 10 hours on the phone with many agents, I have been hung up on at least 6 times. They have confirmed there investigation showed that I have not receive the promotional rates that I should have. How does that work, you screw up my account and you make me pay for it? I think not. The new Homepage highlights the shows that you care about most and recommends new shows for you to discover.
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Data charges may apply. So I can always take or recorrd my shows if I forget. The only two drawbacks that I see are lack of on demand that stinks and the price. So all in all I think that U-verse is a great tv choice all the way around.
Tried everything. When you can understand them, they read off their scripted response and really offer no help. It is like a Mounds Bar. The few times it does work, it is nice but do not get to experience that too often. Google it, I am certainly not the only one with this issue. I have been a customer since and I am mostly happy with my service. Mofo August 07th, Also Coaxial cable is very much compatible with other cable providers, making it more likely to have a higher ROI.
Will August 13th, Informed them this was unacceptable. Salesman told me to give him a day or so. Jon Olson August 31st, I have new RG6 I think it is coaxial buried in my lawn to the power pole at the rear edge. Daniel November 28th, I have had my U-verse since April and I would not recommend it to anyone.
It always has a problem when the TV sets are not on for some time. Have to turn the tv back off and then back on so I can operate the channel selections. Had approx. And if you need help at times it is a nightmare to find the right person to help. I get mostly people for help from overseas and I think I know more about the problems then they do.
So if you get U-verse I will you all the luck you can find. Hi i just signed up for u verse tv. I was recently told by 2 dierctv technicians that they could not install a dish on my balcony or roof because it was facing north. I live in a condo on the 5th floor, and i was wondering if the installation is going to be a problem. John Giesecke February 13th, He proceeded to install several lime green cords that dropped behind the sofa and trailed around the wall to our TV.
Board Room February 25th, I have a small business in a strip mall. With U-Verse, do I have to worry about the neighbors leeching off my internet, slowing it down? Thanks for any help. Ferdinand Megelland Jr March 28th, ATT Deano April 03rd, Board Room — Neighbors cannot leech your TV or Internet signal with Uverse, unless you authorize them to do so explicitly. John Monte April 23rd, In while reconstruction my house in New Orleans combined city and parish along with the different type of communication utilities available all being paid for by the federal government.
Elsa June 13th, I just got U-verse for a day having had Comcast for years and not being that satisfied with their customer service I was ready to give them a try. Their free movie selection is very minimal as well. So back to Comcast, bad. BillJay July 14th, Jeez people… is anyone forcing you to get the service? Did they put a gun to your head? So it is a completely different company at this point. U-Verse is a new service and is far from perfect. Outsourcing Tech Support sucks, but it makes it cheaper on you.
Would you prefer someone that uses the USA and charges for phone tech support ie Apple? The tech is gonna try to install what is easiest and quickest for him.
He has a whole route to complete and a set time to complete it. But if you request CAT5, etc. Two hour installation for internet only? A few days? And here I was thinking all along greater technology would be easier and more convenient. How inconvenient for someone who takes college courses online. Just my two bucks worth. Tech came over for the uverse install…on time and as scheduled. Put up the outside box but no juice from the line so install couldnt be completed.
Two other techs were sent out over a 3 day period working on it. Ive since rescheduled and waiting for the 2nd attempt. Keeping my fingers crossed everything goes smoothly. Ive been without internet and home phone for a good week.
Just giving a heads up on the process. U may need line work before they can do anything with the install. Tim November 12th, Thats just for the internet for 2 TVs. Hector November 16th, The picture quality I am receiving is amazing; however, my only issue is the lack of video on demand content available.
Lesa November 20th, Bill Jay, first of all people are not writing this just to gripe they put it here so that people like me can make an informed decision on what to buy, instead of only having one side of the information certaintly att is not going to say when you order that even though you have to wait a month or three for install they just may not show up at all.
I understand this is a new service but quality is still expected and att charges plenty plenty plenty plenty of money for their services so as a coustomer we should get decent coustomer service and i dont care what you say about that its over head vs.
They would not have to charge us extra for CS if they kept it in the US they just may have to cut back on big wig bonuses. Common sense is necessary in these situations and you seem to have none. Politly Lesa. Ozella Connor February 13th, My question is: Can U-verse be installed for residents living in an apartment? Uverse installs take a long time as the tech has to basically upgrade your old wired by installing new wires and deal with dumb ass customers.
Customers that for some apparent reason think that the tech has a magic wand and could conceal cables inside the walls, make miracles over complex structures.
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