AT&T U-verse

I think ATT sales reps and technicians get paid to completely mess up orders, lie to customers, and provide appalling, horrible disgusting customer service. Never in my life have I dealt with this level of incompetence. If anyone wants to use ATT internet please stay away as they will be sure to cause you health issues. The level of incompetence and inability to provide any type of service is beyond appalling. I left Comcast thinking this would be better, but I was extremely wrong. They canceled my order 3 times; sent the technician to the wrong address twice and were never willing to own up to or accommodate their mistake. However, they are quick to make you wait, hold for way too long, and try to push their so-​called deals relentlessly. I hope that they go out of business sooner than later and stop ruining our existence.

T.V. Did not work again today. Called customer service no reply. Worst T.V. provider. Buyer beware.

I am appalled at the horrible level of customer service I have received, and blatant lies regarding my service! The technician who came to my house was great, he told me that I have been charged for a high MBPs/​month service but I haven’t been receiving it! He suggested I call to get the problem fixed, or be reimbursed, or something. He gave me his number and referral code so that they can call him if they had any questions.
I’ve talked to 4 people all of which keep changing their story, lying, and being completely rude. I told them the situation, saying we have not been getting 12 mbps. They said «anything above 8 is fine». I let them know the technician told us we were getting 6. They then proceeded to say «Oh. well. actually, anything above 6 is perfectly fine.»
???
I let the next person who I spoke with know that we’ve been paying years for this service and have not been receiving fast internet like we used to, even though we’ve been paying the same amount and she told me she could offer me $ 10 or $ 15 dollars. Wow. But the worst part was their horrible attitude and customer service! I said «This seems so shady, it makes we want to end service with you guys, can I speak to your supervisor please?» and she said «No! Now you’re going to cancellations, too late, you already said it!» hahah wow. Not the best business model.
TERRIBLE! Looking into Sonic now, i wish I could give negative stars.

The lack of service that AT&T provides is astounding. They have a different department for everything. They have a long distance department, they have a local department, they have a line department, they have a service department, they have a U-​verse departmen, they have a billing department and a order taking department and none of them know how to talk to each other. They promised they will come out and nobody shows up. Then when you call them you get put on hold and transferred from department to department to department everyone says the same thing «It’s not my department let me transfer you to the people that can help you» and after you have been transferred for over an hour you get frustrated and hang up. After having service for about three weeks it’s worked for about a week and a half and it has been broken for about a week and a half. Something as simple as getting the correct phone line installed has never happened. Everybody treat you real nice on the phone but then there’s no follow up and nothing gets resolved. Totally disappointed in this company.

I called because I had the irony of a need to make a change and there was an internet system error that prevented me from doing it myself. I was told that tech support could make the change on their end. After being transferred back anfd forth between tech support and sales, each assuring me that the other department absolutely could help me, an hour elapsed and they told me they were closed for the day and someone would call me tomorrow. Big surprise that there was no call. I called them and had the same issue, and eventually had to get off the call for another appointment. The tech person took my info and said she would call me personally at a designated time, but that did not happen. I again called them and got a song and dance about their system being down, and someone would call the next day (now day 3 of this mess). Again no call. I am now on hold waiting to talk to someone, not expecting much. Am writing this while I still have internet access…

Sun 12÷22÷13
AT&T U-​Verse cable TV installed yesterday in my new Monterey, CA apartment. Most thorough and professional utility service ever; they were as good as Direct TV (which my new landlord won’t allow due to sat. dishes). I just did not want to deal with Comcast based on their reputation. Monterey area Tech, Danilo («DJ»), used the existing phone wires since I did not have permission for a hole to be drilled for a more modern line (a C5??). Suggestion: it would have been good to advise me in advance re: obtaining cable drilling permission.
The tech’s supervisor, Robert Ballard, even checked in to make sure that I received an excellent install. (Tech, Steve Barth, even provided an assist); although it turns out the check-​up was not necessary since «DJ» is one of his top techs. Funny story, I was not even sure AT&T cable TV was an option. I thought Comcast had a monopoly. But I saw the AT&T guys Robert & Steve) across the street from my house last week so I asked them about it. Because they appeared professional, and refused to badmouth Comcast I went with them.
Kevin? (in the North Carolina call center?) handled my order. Super helpful and professional. (Sharawn? in the LA customer retention center also assisted later to resolve an HD glitch.) I have never seen a huge corporate team work together so seamlessly. I don’t even know how well the cable is going to work because I just got it installed, but it looks fine now (without HD – thanks to my awesome Samsung TV:). I am even tempted to say that I almost care less about that than the customer service. Sounds like crazy hyperbole. It is. I really know the truth: the picture quality better be darn close to what I had with Direct TV. But, for Monterey area folks who want (or must go with) CABLE TV, you have an option to Comcast. Everyone I dealt with was mature, and the tech team were professionally uniformed, I.D. badged, and driving newer AT&T corporate vehicles. (I like that structure — no independent contractor installer with a beat up truck, and angry at the world for being overworked and underpaid.) AT&T cable reportedly got off to a bad start in this area seven years ago, but my experience was that they are a smooth running corporate machine now. Maybe I’ll remember to update this later with observations on the picture quality.
Neighborhood wiring: I was told this makes a difference and that my area had good wiring – not too old. Diagnostic computer found «my numbers to be all good,» whatever that means:)
Bottom line: so far so good. I may update again next month.
Ron
Oak Grove neighborhood
(near NPS)
Monterey, Ca 93 940