I placed an order for new service from AT&T Uverse about 2 weeks ago for an installation date of Saturday 7/9/11 for an install time slot of 9:00 to 11:00. There was a tech sent out 2 days prior to the date to ensure everything on the street was ready for the inside installation.
Yesterday (the day of the install) they called about 8:45 stating the tech would not be out until between 11:00 and 1:00.
The tech arrived about 12:30 or so and after running one line and trying to synch their modem he stated that the tech that came out two days earlier had not hooked my wires onto the correct terminal. He stated that he would have to call in a "ticket" for someone to come out to correct the problem. I asked how long that would take and he said it would not be too long could be 5 minutes up to an hour or so. The installer's supervisor told him to leave and take another call while waiting for the correction to be made.
At about 4:30 I called into the AT&T call center to complain. I asked when will this correction be made I had been waiting since 9:00am for this to be done. I pretty much got the runaround and was transferred twice once to a supervisor and then to the retention dept.
They finally told me the ticket stated they needed to respond no later than 5:05pm.
At about 5:15pm I called the installer asking what was going on with the installation. He could not understand what the deal was.
He told me he would contact his supervisor and get it straightened out and would be back at 8:00 this morning to get everything done.
Well it's now after 9:00am and I just a call from "Josh" a supervisor who called me to figure out what was going on with the install I explained that the installer should have been here at 8:00 to hook me up. Josh told me the repair ticket had been cancelled. I immediately called the installer and he put me on hold to figure out what happened. To make a long story short my installation had been cancelled. There is still equipment in my living room (a modem and a battery backup unit). He said the soonest they could get someone out to fix the problem in the street where the first tech had not done his job right was "sometime tomorrow". I told the installer just to leave my installation as cancelled and come get his equipment out of my living room.
AT&T is a huge company. The way it is set up for installation it is a wonder how they stay in business. The left hand has no idea what the right hand is doing. I wasted basically 24 hours of my time. Had the first tech done his job properly, and had once it was discovered the problem, they would have sent someone out with some sense of urgency to fix the problem, and been able to offer some time frame for this correction to be made, they would have retained a new customer instead of getting another post of inexcusable customer service. That seems to be rather common. I have been with my current cable/internet provider for almost 17 years. I thought I was stepping up boy was I wrong. I would not recommend going through the headache I have experienced with this joke of a company.
Steve W.

I have been with AT&T uverse for almost 9mths now. I have had to call every month about a billing issue, & buy billing issue, I mean they auto draft a few days to a week early every time! BUT the last straw was when they drafted $606.66 & $94.60 out of my account unexpectedly! I moved & when you move you have to turn in your equipment to UPS, yep I lost everything I had recorded. I asked them if I could please key the equipment & have it at the new place but they said that is not how it works. I had 10 days to turn in the equipment. I was mistaken as to the 10 days from which date it seems. I called to find out exactly when my 10 days was up & found out it was up, & seriously, I was moving, 10 days is NOT a lot of time. I was told if I take the equipment to UPS within the next 3days & call with the ref # I would not be billed for the equipment. On 4/29/11, the same day as the call, not 3 days later, I took the equipment to UPS & called AT&T with the ref#. I was told they verified it & everything was fine. On 6/13/11, 2 days before my account was supposed to be drafted I was notified by my bank that I was overdrawn; AT&T had just done an auto draft for $606.66 & $94.66. I called AT&T immediately, I was told their systems were down & had been all day what the drafts were & could not help me at that time. I called my back & they informed me the draft had been issued only 30 minutes prior to the phone call. I called AT&T back where they still insisted their systems were down. I told them I did not understand how they managed to draft over $700 out of my account with the system down, odd how the system came back up & they were able to see my info then. They told me that I had not turned my equipment in on time, I explained the situation to them & he said he saw the notes on it & if I had called when I got my last statement I would have been able to prevent the draft. Ok#1 why was I billed for the equipment? #2 I had told them on a previous call that I was not getting my bills, they were sending them to the AT&T email they setup when I had clearly stated that was NOT the email I would be using nor did I want my statement to go there & gave them the email I wanted them to use but like everything else with them I hadn't made enough phone calls to get it changed yet. They acknowledged the equipment package had been opened on 6/3/11 & was being processed for return, yes I meant to type 6/3/11 & yes they drafted the $$$ on 6/13/11... I called back 4 days later to find out that yes my refund was being processed & I would be mailed a check in 7 to 10 days! I asked to what address? to my old address of course, so I had them change it. Then 3 days later I called to check the status of my refund, just to be safe, it was sitting in a dormant file!!! This person said they would rush it thru. In the meantime I have gotten a statement from AT&T letting me know that my uverse would be disconnected on 6/29/11 & there will be reconnect fees if I don't pay it by then & that my internet will be shut off & I will be charged a disconnect fee because I told them on my last conversation that AT&T is NEVER again allowed to auto draft from my account. Excuse me, you are playing around with $700 of mine & you expect me to come up with MORE money to pay my bill with ? They graciously decided to put a hold on the disconnect until 7/15/11, I should certainly have the refund by then. The next day I received a statement in the MAIL not email that I have a $606.66 credit on my account & no payment is due at this time! I called them again & they tell me my payment sent out one 6/29/11, I asked them to confirm the address. They forgot to remove the apt# off the address!!! I can only pray that my mail carrier ignores the apt# on the address & leaves the check in my mailbox. And thru all this there have only been 2 representatives that were nice & never has compensation been offered for all the money & time this mistake has cost me. I love the actual AT&T uverse but I HATE ALL BILLING & CUSTOMER SERVICE RELATED TO AT&T UVERSE, INTERNET, & MOBILE...If it weren't for the iphone & uverse I wouldn't bother, I am stuck in a contract for now but VERIZON is looking pretty good when my contract is up!!!

We though UVerse sounded good with all the amenities it offered for a fair price. Were we wrong!!!

We signed up for TV services, phone, and Internet package in the upper mid-range after reviewing if it covered the channels we watched with the service rep. Only to find that the Rep lied to us regarding what tvs would receive signal without the box. She told us that if we did not have a box that our tv would receive 0-99 channels (as with cable tv), so we decided that only the tvs we use all the time would receive boxes based off of the information provided to us with the AT&T customer service representative. It took nearly a week to get a service man out to 'install' for the uverse service. However, we discovered from the install guy that this is not true and will leave one of our tvs without any service. According to him, this is a common happening with their service reps giving false information. Poor guy had various problems from what he called lack of lines to refusing to use the previous tenants cables (probably a requirement from AT&T to charge the customer more money) to not able to connect to Internet or tv services. He finally thought it was working and left...less than 60 minutes later, we called him back out. The tvs in the office and master bedroom would not turn on to service after turned off, nor did any of the pause/plays work, and the one computer (not used in set up for AT&T) would not connect to the Internet.

The next morning the service man called to arrange when he could come out to work on service. The field service man was at the house ALL evening trying to fix AT&T UVerse issues. Remember at this point, we had the service less than 24-hours. He tried and tried, finally got the tvs to show something other than static but the Internet still did not work on the one computer nor did the record, pause, play work at all on any of the four tvs. At 9:30 pm Friday night (last night), AT&T cut him out of their service due to closure for the weekend. (Pray you never have problems on a weekend you people thinking of getting this service - we did not know this either) One of the problems he stated was that he could not find our system in the AT&T network. Because he was locked out, he would have to return on Monday. He stated that AT&T just upgraded the network and there was a plethora of problems.

We are not home much during the week due to our careers. We got up Saturday morning (this morning) to watch our business & DIY channels (which we were told was in our package) only to find that we could not get ANY of the channels that were covered with the AT&T reps. NONE, NATA, ZIP... Proceeding to go through the list to see what all we had been stuck with and finding 12-15 AT&T Shopping Network crap that we really did not want, much less cared about. Along with many channels that were basically useless to us. Tried to call AT&T to come get their product OUT of our house and cancel any contract we have (not yet end of three days) and guess what?!!! Cannot reach AT&T as it is Saturday and they do not open until Monday.

We are furious with this horrible, defunct, inefficient service. Word to the Wise - BUYER BE WARE OF AT&T UVERSE!

I've been a very happy "DSL" Customer of AT&T for 4 years. I live 20 feet from the hub so it was the best 6mb connection I have ever had Hands down. Now the hell starts. I call and Order Uverse
Because Streaming movies and Loading web pages on DSL 6mb was finally getting very slow. Which is just SAD we need that Kind of bandwidth now days. Feel sorry for dial up users. they cant do
anything.

~THE PROBLEM~
So the install went fine. minutes after the tech leaves the " battery backup" Started making this squeal sound. usually a dieing battery sound. It did that for a few days due to their WONDERFUL Scheduling they do for
their customers. 1st tech was 12 to 4. I had to leave at 6. tech calls me and says hes 45 to an hour late. I said forget it. Rescheduled. Next day, "Another 12 to 4" . tech gets here at 4:30, checks everything and all the signals and what not was fine and he must not have believed me about the battery because even though AT&T told him to bring a battery and replace it he did not change it even after asking him 3 times. He kept saying it was fine. He leaves, and sits in my parking lot for at least 30 minutes as my girlfriend got home at 5:45 she saw him parked out there. I told her he didn't replace the battery and that's when she told me he was sitting there. She walked in and heard the Battery Beep. I said see. Am I crazy? NO! So I called him back since he was close and he came and replaced it. Ridiculous. next day my modem shuts off out of the blue. I heard the battery click off. Came right back up after rebooting. 2 days go by and it did it again. So I called for another complaint. They wanted to send a tech. I was NOT happy about this. another 12-4, You would think I'de pick a 8am-12. but that doesn't work out. So the next day comes. They call me at 4pm saying he will be here before 6. he calls at 5:50 and said I'm on my way from grand rapids. my GPS says 1 hour and 10 minutes to get there. I asked him, "When did you get this appointment?" he exclaimed that att JUST called him and asked him to come down here and see whats wrong. ARE YOU KIDDING ME? He wouldn't get here till 7:00 PM. I said I am sorry but just turn around and go back home. Thanks anyway. He tried to get me to let him come down but I had waited all day. Tired and sick of it. had to leave at 6:30 anyway.
~END~


So, all in all. I WISH I HAD DONE NOTHING!!! This whole change from Dishnetwork and dsl to UVERSE has been a NIGHTMARE!!!

I don't fully understand why DSL can only go 6mb. I do like the 12mb service. pages finally load fast again and I can finally stream movies with not too much lag. But I do miss my rock solid DSL.

Comcast is just a nightmare out here. Worst ISP here. and no other options at all. Monopolies or something. Charter cable is a mile down the road. but we cant get it because why? Yhey don't run separate lines for each cable provider. So that's not the problem. I guess they don't wanna "rent" the lines this far? i don't know. Just irritates me.

Thats me experience with ATT-Uverse so far. = crap

On February 25, 2011, I cancelled service with ATT Uverse as we were moving to a new location without ATT Uverse service. On February 28, 2011, I returned ATT's equipment through UPS. UPS shows that ATT received the equipment on March 3, 2011 with a tracking number. Probably mid-way through March, I received a letter from ATT Uverse stating that I had not returned my equipment. I called ATT Uverse and spoke to customer service and gave them my information. They looked up my account and said they indeed had received my equipment and would resolve the issue. Around two weeks later, I received another letter saying they were going to charge my account $425 for equipment I had not returned. Yet again, I called them and they said they would resolve the issue and would not charge me this amount. On May 4, 2011, I received a charge on my credit card for $425.02. Once again, I called ATT Uverse only to be given the run around and told that they could only open a case and forward it to the department that handles equipment returns. After speaking to supervisors and managers, nothing has been resolved and I'm left with a $425.02 charge for equipment that I RETURNED. It has been two months of trying to resolve this issue and I can't seem to get a hold of anyone who can fix the problem. There's no way to communicate to the equipment return department and customer service has proven to be inept at accomplishing anything.