Consumer reviews and reports on scam companies, bad products and services
AT&T UVerse
AT&T Uverse Installation Nightmare Internet, Internet
19th of Apr, 2011 by User663005
Uverse Transfer Nightmare!
It all started when I called one week before or move date on April 13th. I spoke with the agent and she told me I needed to transfer my service instead of closing one account and opening another. So that is what I did. An appointment was set and I thought that was easy. Boy was I wrong.
Move Day! At 1:00 the tech arrived right on schedule. He immediately told my husband he would not be able to install our service because of a freeze on the accountWhat! Then he told us that the seller of the home still has service at the residence so they would not be able to install our service and it could take an hour, week or well he just wasnt sure Can you imagine the shock I was in to hear that we would have no phone, internet or TV till, oh well he did not know when. Then he walked to his truck a took a nap until his next appointment at 3:00.
I immediately began calling the 800-288-2020 number and spoke with Rhonda, she asked me how she could make it a great day with AT&T and I told her my issue. She was friendly and did her best to help. I was told by Rhonda that her manager would call me back within the hour to tell me what the next step was. This phone call took 45 minutes. This was Wednesday..(No return call) Thursday morning I call 800-288-2020 and was asked again how could make it a great day with AT&T and I told her my issue. I was transferred to sales, I was transferred back to order status, I was then told until the seller of the house closed his account there was nothing they could do for me. This phone call took over an hour! So I called back later on Thursday and talked to another agent, same story until former owner closed account there was nothing they could do for me. So I called the seller and he told me it took him one week to get his service transferred and it was finally installed earlier that day. Great, he has transferred his service; our house is open for service..WRONG AGAIN!!! So on Friday I called again and was told the same story, now remember every time I call I have a new agent and I have to repeat myself, so for the 10th time I tell my story and for the 10th time I am asked how can they make it a great day. Calmly I talked to Ryan. I pleaded with him to help me with this issue and he got Jenna the supervisor on the phone, she promised me that she would get me service and resolve my issue. Yeah!!! I believe at this point I was frustrated beyond belief and began to cry.
Well after 1 hour and 30 minutes I received a confirmation number to cancel my prior service #125384577A and a confirmation number #1286386958 that would be for the new installation that was set up for 9:00 am Saturday. Saturday at 11:00 no tech, no service, no AT&T. Called they had no record of these 2 confirmation numbers.
Saturday at 11:15 I get on the phone and talk with Garret he is going to be the one, he promises his manager is the best and will get to the bottom of this and I will have installation by the end of the day. That was another hour on the phoneSaturday comes and goes no tech, no service, no AT&T.
Called and spoke to Josh at 3:00 in the afternoon, he was great; he was going to make this all better. I was going to have a great AT&T Day! Not, no tech, no service, no AT&T.
Sunday...DAY OF REST
Monday 8:00 am, I call 800-288-2020 talk to another agent named Lupe, she is going to be my new best friend, hero and fix my problem... She even gives me her managers name and phone number. Veronica is going to call me back within 2 hours to notify me of the new installation time. (It is Tuesday morning as I write and I still have not heard back from Veronica, and I have left her 4 messages)
Monday, 12:00 pm call 800-288-2020 talk to another agent; tell my story for the 27th time. This time I am at the end of my rope. I ask to speak to the manager and was told they would have to call me backNO WAY, been there, tried that. So I demanded to have my 1 year contract cancelled early with no charge. The BITCH (first time I have used foul language this whole adventure) made that happen and oh by the way, I was on the phone so long my AT&T cell phone went dead. NO call back!
I try to call back once my phone was recharged and I was told that their computers were down and they cant help me for at least another hour..I need a drink!!!
Then at 4:00 I called and spoke with Brandi, she assured me she would resolve my issue. She and her manager worked for an hour while I was on the phone to get me a new account. Guess What, I have a new time for installation. But I will have to wait another 48 hours. I am not holding my breath, I will believe it when I see TV or can connect to the internet.
All in all I spent 25 hours of my time talking to at least 27 agents and I received a $50 credit on my account.

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