AT&T is unbelievable. We've all seen the commercials about watching HD in several rooms, pausing live T.V. and continuing in another room. Well, I had AT&T DSL, found out they weren't delivering the DSL speed they has sold to me. When I called to complain, they apologized and gave me a rather large credit on my bill. I shopped for new T.V. service when my cable company increased prices and dropped channels. I liked what AT&T was offering, but I was concerned that they could deliver sufficient bandwidth to my location. (that was their stated problem for my poor DSL speed). They assured me they could, they had just put Fiber Optics down the street (but not up to the house). Two weeks after installation I attempted to watch an HD station and record another HD channel. Of course, I couldn't do that. I called, complained, and was told it would take a couple of days but they could switch things to get more HD feeds. I once again asked about the bandwidth, they once again assured me it would be fine. After a few days, I was still unable to watch and record different HD channels. I called, they set up an appointment for a technician to come out. The technician told me everything was fine, and that was "just the way it is." I again contacted AT&T, this time I was told that there wasn't sufficient bandwidth to get more than one HD feed. Wow, it seems they were suddenly able to run a test on the line to verify available bandwidth. It was two days past their "money-back" guarantee. I'm shopping for new phone, internet and television. I GUARANTEE AT&T WILL NEVER GET ANOTHER DIME FROM ME.

On August 10, 2010 two representatives from AT&T were canvassing my neighborhood to offer services for the newly run U-Verse lines. The prices were reasonable, better than the service with Charter I already had, so I signed up for the U200 package. The representative (contact number 805*******) set my install appointment for September 8, 2010 with an arrival window of 1-3pm.
On the afternoon of September 8 at 2pm I contacted AT&T customer support via online chat to check the status of my appointment because a technician had not contacted me to give an estimated arrival time. The online chat representative could find no record of my appointment and instructed me to contact the sales department by phone.
Upon contacting the sales department the representative had no record of an order worksheet ever being filled out for me and had no explanation for what had happened to my order. Willing to overlook the incident, I again signed up for the U200 package. The representative was able to negotiate a better rate (a $76.95 introductory rate with a free install for tv service and internet) as she could not locate the package I was previously offered, $97 for the first 6 months, which I was sold on 8/10/10. She was very apologetic and arranged for an installation the following day, September 9, with an arrival window of again, 1-3pm.
One hour later another customer service representative called to say my installation could not be completed the following day because the time slot had been double-booked and someone would contact me by the end of the week to re-schedule. Less than 20 minutes later, a third customer service representative called to apologize and say the previously-set appointment, September 9, from 1-3pm was available. I agreed again to the appointment.
On September 9, I contacted the customer service option via online chat to confirm my appointment as I had not received a call from a technician by 2pm. I spoke with PADMA pm085s who blamed the no-show install on a "facility issue". She said "There was a problem in the outside wiring" and offered to re-schedule my appointment. I agreed to re-schedule and made an appointment installation for September 13 from 1-3pm. I then asked for a confirmation of the rates I received the day previously, for customer service to send an email containing the order worksheet which was written the day before and was told to contact the sales department, again, by phone.
When I reached a representative from sales, the representative could not locate a work order for my name, my account number or the phone contact number I had given the previous day and said there was no pending order for my address and would I like to order new services. Frustrated, I ended the call.
AT&T has lost a customer due to its horrible customer service. Many people I know are frustrated with their Charter services and were shopping for another option, waiting to see whether I was satisfied with AT&T before canceling their current services themselves. I will not hesitate to direct them away from AT&T and encourage them to go without before signing a contract with AT&T.


Enclosed is my online chat with a "customer service representative" as referenced earlier:
SESSION ID: 2418251

System
Welcome Mrs. stephanie hughes.
System
Connecting to server. Please wait...
System
Connection with server established.
System
Technical Support Topic: U-verse Change My Appointment
System
pm085s(PADMA) has joined this session!
System
Connected with pm085s(PADMA)
pm085s(PADMA)
Hello Mrs. stephanie hughes! Thank you for contacting AT&T U-verse Member Support, my name is Padma (pm085s). May I please have the telephone number or account number associated with your account?
You
telephone number - 980*******
pm085s(PADMA)
Thank you very much. Mrs. stephanie hughes, if by chance we are disconnected from this chat session, I would like for you to re-enter our chat service line, and ask for Padma (pm085s).
pm085s(PADMA)
How are you doing today, Mrs. Hughes?
You
i am checking the status of my appointment. i was supposed to have an install today between 1-3pm and no technician has showed up yet.
pm085s(PADMA)
Not to worry. Let me right away check on the appointment of the technician for you.
pm085s(PADMA)
Before we proceed, to ensure the safety of our member accounts I will need to confirm that you are authorized on this account. May I please have the 4 digit pass code for verification purpose?
You
****
pm085s(PADMA)
Perfect! Thank you for the correct pass code.
pm085s(PADMA)
I'm now checking on the technician status.
pm085s(PADMA)
Well, the information from my end says that we need to contact U-Verse Dispatch Center to know about the details.
You
okay.
pm085s(PADMA)
This would take some time for me to get the details from the U-Verse Dispatch Center.
pm085s(PADMA)
I may require 2 minutes to get out the information.
You
okay.
pm085s(PADMA)
Thank you for understanding.
pm085s(PADMA)
In the mean time, how is your day going on?
pm085s(PADMA)
We are now talking to the dispatch team.
pm085s(PADMA)
Thank you for waiting patiently.
pm085s(PADMA)
We are still talking to the dispatch representative.
You
alright.
pm085s(PADMA)
Sorry for the delay. This is taking more time than usual..
pm085s(PADMA)
The Dispatch center representative is looking at the technician status.
You
okay
pm085s(PADMA)
This is taking more time than expected. Sorry about this, Mrs. Hughes.
pm085s(PADMA)
We are still on the line with the dispatch representative.
You
that's fine.
You
i also would like an explanation of why my first order was never received - the install for sept 8 from 1-3 then rescheduled for today and why no technician called with a status for today's appointment.
pm085s(PADMA)
Mrs. Hughes, the information in my records in this regards is just told to contact the U-Verse Dispatch Center directly.
pm085s(PADMA)
Usually, only when we have the less number of technician, this kind of problem occurs.
pm085s(PADMA)
However, it is taking more time for me to get the latest information on the technician from the Dispatch center representative.
You
okay
pm085s(PADMA)
I really appreciate you patience, Mrs. Hughes.
pm085s(PADMA)
The Dispatch center representative stated that there was a facility issue.
You
which means?
pm085s(PADMA)
There was a problem in the outside wiring so that was cleared now.
You
what does this have to do with my appointment?
pm085s(PADMA)
Now that the issue is been resolved, we need to reschedule the appointment date, Mrs. Hughes.
pm085s(PADMA)
When there is an outside wiring issue, we cannot install the services.
pm085s(PADMA)
Because, it might affect the services and the equipment.
You
someone should have contacted me regardless. what is the next available appointment?
pm085s(PADMA)
So, now that the issue is resolved, we need to reschedule the appointment date.
pm085s(PADMA)
Yes, I understand your concern. Sorry for the inconvenience.
pm085s(PADMA)
I'm checking on the earliest appointment date and time.
pm085s(PADMA)
Thank you for waiting patiently.
pm085s(PADMA)
We available date and time on 09/13/2010 9:00 AM-11:00 AM
pm085s(PADMA)
Is that fine with you?
You
if you do not have any available times on the 14th that is fine.
pm085s(PADMA)
I'm sorry, we do not have it on 14th. So, shall I proceed for 13th?
You
are there any later time slots on the 13th? if possible i would also like a copy of the order worksheet with the agreed upon prices from the representative i spoke with yesterday emailed to me before the install.
pm085s(PADMA)
We have another availability at 09/16/2010 9:00 AM-11:00 AM and 1:00 PM-3:00 PM.
pm085s(PADMA)
On 13th, it is just 9:00 AM-11:00 AM.
You
9/13 is fine.
pm085s(PADMA)
May I know the timing on 13th?
pm085s(PADMA)
9:00 AM-11:00 AM or 1:00 PM-3:00 PM?
You
1-3 on the 13th.
pm085s(PADMA)
Sure, thank you.
You
i would also like a copy of the order worksheet with the agreed upon prices from the representative i spoke with yesterday emailed to me before the install
pm085s(PADMA)
I have successfully rescheduled the appointment.
pm085s(PADMA)
We will not be able to send a copy of this order worksheet, however, please contact our Sales Department: 1 800-288-2020 - 7am-9pm Monday to Friday and 8am-5pm on Saturday.
pm085s(PADMA)
The Sales department would be able to send you the copy of the order worksheet .
You
alright. thank you.
pm085s(PADMA)
You are welcome.
pm085s(PADMA)
Is there anything else I can assist you with today?
You
no. thank you.
pm085s(PADMA)
Thank you for contacting AT&T U-Verse Services. We appreciate your time and business.
pm085s(PADMA)
Have a fantastic day ahead, Mrs. Hughes.

I was talked into switching my AT&T account over to AT&T U-Verse for "better pricing" they said. I spoke with (7) seven different sales agents and they all gave me different pricing. One of the managers stated that the agents get confused because they have so many different promotions going on. I find that disgusting and unacceptable. When service was finally installed I had 6 service calls in 9 days! Upon checking on the status of my billing amount, I was informed that they couldn't give me the prices I was quoted, because the "system" wouldn't allow those types of discounts. Fact: They reel you in making promises and then retract the sugar coated prices. The AT&T side and the AT&T U-Verse side have no clue what each is doing. Each department can't even see your entire account and they transfer you back and forth. One person stated "We appreciate you as a new customer" I told him I had been a customer for 48 years!!! They pledge they want to give you excellent customer service. The best service they could provide is to send a prescription for Xanax to all of their customers...because if you didn't need if before you call them...you definitely will after dealing with their uneducated employees regarding their products, services and pricing!

AT&T has been sending us offers of bundling 3 of their services and we could choose from 4 services for $147 per month:
1)U-verse TV450 channels,
2) Internet DSL,
3) Voice (home phone),
4) Wireless phone.
We visited an AT&T sales office and chose the bundle of 1, 2 and 3.
Two days later we thought it over and wanted to change the bundle from ATT Voice to our current ATT wireless service. The agent in the same location told us that it was not possble to change the U-verse order . We wanted to cancel it and start over, but the agents said it was impossible to cancel. We tried to call several AT&T numbers, but after 6 pm we could not get through to any agent on he phone. After 7 pm we got through but were redirected to the Phillippines to a call center that referred us back to the ATT sales office (which was, of course, closed after 7 pm EST).
OK, we went back to the office the next day. This time it seemed to be possible to modify our order. We had to wait for 2 hours for our request for modification to be processed. They confirmed that the promotion would still appliy and the charges would remain un-changed from the original order. They started with having us sign a new wireless contract for 2 years. After two hours we got to the end of this, but we wanted to see the amounts on this modified orded in writing. At first, the agents were reluctant to give us anything saying that the original order is valid. We were firm in our request for the charges to be printed, and then, lo and behold, they could show them to us. Surprise! There was a $30 extra charge. When we asked why, they massaged some figures and gave us yet a newer sheet with figures. Ah, and on this new one, the $30 charge disappeared, but 200 TV channels were also taken off. This was our 7th hour of trying to take advantage of the AT&T promotion. We decided to cancel all orders and keep our Satellite TV, existing services. We are now looking for an alternative Telephone and DSL provider.

In late April I called AT&T U-Verse and talked with a Customer Service rep, Aleesa by name, notifying them that we were moving in May. I asked for a disconnection of our AT&T U-Verse land line, Internet, and TV service at what was to be our old address and re-connection at our new address, both of which are in the same municipality. She told me the ph. # we had at the time could not be "ported over" to the new location and we would need to take a new ph. #. I asked if anyone called the old number if they would receive a "that number has been changed to" message, giving our new number. She said yes it would. We were to have installation at the new location May 4. Well. . . to shorten an extremely long tale, we FINALLY got installation of all 3 U-Verse services May 18. The ph. # we got then was not the new number I had agreed to during the April 26 talk with Aleesa. PLUS, when one called the old phone number our new number was not given. Instead, the voice stated the new number was unknown. Between May 18 and May 25, I called and talked with no less than 10 different customer service reps at AT&T U-Verse to get the phone number change message corrected. The last person I spoke with, Nina, a Tier 2 AT&T U-Verse Tech Support rep told me she would get the problem fixed so callers of the old number would be told our new number. She said she would notify me when the problem was fixed. It is now July 27 and THE PROBLEM IS STILL NOT FIXED. On top of it, I've been unemployed for 19 months now, looking diligently for gainful employment, with job applications and resumes out with the old ph. # I'm SO ANGRY STEAM IS COMING OUT MY EARS. The whole goof up was not our fault and apparently not worth fixing by AT&T! On top of that, each month, the TV service part of our bill increases. What gives? We haven't added any new channels or TV program packages or ordered any pay-per-view programs. Agggghhhhh!!!