AT&T Uverse Customer Service

User Reviews, Ratings and Comments

AT&T Uverse customer service is ranked #449 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 33.83 out of a possible 200 based upon 1780 ratings. This score rates AT&T Uverse customer service and customer support as Disappointing.

NEGATIVE Comments

1,662 Negative Comments out of 1,780 Total Comments is 93.37%.

POSITIVE Comments

118 Positive Comments out of 1,780 Total Comments is 6.63%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • AT&T Uverse

    Customer Service Scoreboard

    • 33.83 Overall Rating
      (out of 200 possible)
    • 1,662 negative comments (93.37%)
    • 118 positive comments (6.63%)
    • 14 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.9 Issue Resolution
    • 2.4 Reachability
    • 2.0 Cancellation
    • 4.4 Friendliness
    • 2.9 Product Knowledge

Add your review!

Posted by UserM


Representatives make promises and offers that are not withheld through the next billing cycle. Rate increases in small increments result in no savings in the term you were GUARANTEED. Uverse is a huge ripoff all they do is increase the amount you were promised. They do not care about retaining customers that have been with them for years. But if you're a new customer or a low income candidate they'll promise you the best deals .. beware they are liars and do not uphold the price you were GUARANTEED

Posted by Anonymous


I have ATT Uverse, and I keep losing signal. It happens a lot, and usually around the same time, so it doesn't seem like it's an equipment problem, but more like what ATT is doing. For this kind of money, I'm ready to leave this company.

Posted by AT & T Corporate Office


Hello, I have had at and t uverse for over a decade. My bill just keeping going up every month. I called last month. I just got my bill and it has gone up to $199.00. Now I spoke with Muffy on 81523 regarding my bill and he could not do anything for me. The bill was for the prior month. How can I get a bill for the prior month and not know that my bill has gone up until I actually receive the bill. I don't feel valued as a customer. I have never been late on my bills. I would appreciate if someone responds to this email.

Sincerelly, Chantelle Schewee

Posted by Anonymous


For weeks now ATT U-verse has stopped carrying Channel 4, NBC, in Columbus Ohio. No resolution or effort to resolve by ATT. They gave a one time discount two weeks ago. They need to reduce their rates util they restore service.

Posted by Anonymous


Worst Company Ever!!! Customer Is The Worst Do Not Get U Verse!!! They Do Not Know What They Are Doing? Negative Stars. Stay Away At All Costs

Posted by Jun


I have been with AT&T U-verse for more than 12 years. I have been having problems with it for a while also but dreaded calling the customer service because of so many hours that you will be tied. First, you have to answer the bot before you are transferred to a real agent. You have to give information all over again. This time, I have to call because of so many problems. The routermodem keeps disconnecting and there is only one ethernet port working. I learned that it had been with me for 12 years. I needed replacement. They sent a replacement which did not work and was told to have a technician. The technician said that the replacement is also old and was a refurbished one. He said again to call the customer care again. I can only do those calls on a weekend since I have work. It has been almost a month that I have no internet connection from them. I have a backup internet (Starlink) but the television (U-verse) is not working.

Posted by Anonymous


Unless the local Indianapolis channels for CBS and Fox are operating.by August II will drop U-verse and switch to another provider.

Posted by Normbc9


We are a U-200 customer. In 2017 we started with 126 channels. Now we see that number advertised BUT in reality there are only 112. Our bill keeps accelerating too. I just signed on with a competitor. 200 channels, unlimited online and 2 iPhones. $ 184.25 per month and no unusual fees either.

Posted by Frustrated Uvers Cust


Been a cust. for 10+ Years... calling customer service is a nightmare.
Call #, Bot answers collects info, what do u want, run test, can't help connect for person, answer by someone hardly speaking englisg, need repeat same info, get xferred again after many minyutes, 40 min, disconnected, call bact same process.
Wosrt customer service experience, every time, same thing>
Called DVR prob, need replacement, wait 5 days for one, plug in.. NG does not come up>
Call again 2.5 hours on call, same process as above, xfer tag.
1.25 hr.. can't help need to sen tech,, may be $99 charge..But now can;t even used old one that partially worked, not even TV service now..
!st avail tech is next week, 5 day away..

Sorry we did our best, apologies for the frustration

CSg at AT&T is the worst of all service provider I deal with.

Posted by ?


ATT U-verse TV service assistance via teleconference with KAMEISHA this afternoon was less than desirable. It was very difficult to understand her because she spoke so softly I could hardly hear her and the solutions she offered did not resolve the issue so finally I just gave up! Later, I was able to undo what she had me do and resolved the issue myself and got my service working again. You need knowledge, English speaking technicians answering calls capable of diagnosing and resolving outages!!!

Posted by use to be a customer


I canceled AT&T UVERSE.
and returned all the the equipment only to get a bill 2 months later saying I had a running balance. Totally not true. No way to fight it. It has been 15 years and counting and the whole company from ATT,DIRECT TV AND U VERSE ARE ARE ALL IN ON collecting 300.00 plus dollars unjustly from me in order to restore services to me? Horrible customer service and a company that will not stand by there customers. I guess they are to big to worry about a little account like mine? Buyers beware!!!!!!! 05/26/2023

Posted by Frank


I canceled AT&T UVERSE.
and returned all the the equipment only to get a bill 2 months later saying I had a running balance. Totally not true. No way to fight it.

Posted by Giselle Bailey-Rogers


My bill continues to go up after promotion expired. I have tried to call multiple times to the loyalty department. The first 2 times a foreigner with an accent that I barely could understand. I reached a gentleman named Andre who did his best to try to give me something very similar before promotion expired. I still was not happy so I asked to speak to his boss, Kayla. Layla is a manager in the loyalty department. She was worse so I requested to speak to her boss. She informed me that her superiors were not available to me. She was not able to give me a phone number or an email. AT -& T you must do better. Just wanted you new customers to stay away because they welcome you with promotions and then after you have been with them for multiple years. they get amnesia and there is no one else to call but managers like Kayla who refuse to allow you to talk to their supervisor. Stay away !!!!!!!!!!!!!!

Posted by Nick


Interface is very buggy. Has to be restarted several times a day and after watching Netflix, prime, or HBO. Seams to shut down randomly and takes about 5 minutes with every restart. Constantly getting "no internet connection" error while second box is receiving internet. Replaced box through ATT and same result. It is like interface was written by a high school student learning to code. Not ready for prime time.

Posted by AT&T Sucks


Do not use AT&T! Their customer service sucks and their employees are illiterate. They can't keep a stable connection. There internet and phones are always dropping. And they take their time about fixing the problem on their end. Why should I wait one week for AT&T to fix there lines and you don't give a discount on my bill when it's AT&T error. AT&T sucks!!!

Posted by Anonymous


Do not subscribe. Terrible service. Look at T-Mobile or Cox. Coming from 5 yr ATT uverse customer.

Posted by Arthur


Service sucks. Customer service doesn't exist. Over priced. Frustrating terrible support.

Posted by rachelrosie


the absolute worst service-- nobody speaks good english- every year the price goes up- ON HOLD FOREVER THE WORST SERVICE

Posted by Anonymous


AT&T has the worst customer service!! Stay away!! Friday January 13, They sent a worker to our house for the new and improved fiber service. The worker leaves that evening, with no internet, no TV, nothing!!! The worker stated this was temporary and would be on shortly. Tonight Monday the 16th still nothing!! We call now they say maybe this Thursday. They don't know their ass from a hole in the wall!!Do yourself a favor and stay away!!!

Posted by Anonymous


Worst customer service of my life. Called because my internet couldn't be self hooked up because I was missing the AT&T service box...it took an hour and 2 separate people to actually have them send a technician out. After them telling me I need a technician, it was another 20+ minutes of them attempting to schedule the technician service. If I didn't have to get ATT internet where I live I would NOT get it. You would think an internet provider wouldn't have issues USING THE INTERNET to help you. Horrible.

Posted by Clos


Internet disconnects daily and resently doesn't connect for hours

Posted by 4 hours on the phone/ 4 hours wa


ATT Universe technical support over the phone are horrible. I just made up my mind to go to another server. They don't call you back and keep you on hold for hours. I will not ever buy anything again from ATT. The people are nice. They just don't known anything. They read from a script and don't listen. They rate and F. I had 4 different people try to fix my problem today.

Posted by Dustin


Absolutely worst internet and customer service I have ever experienced. The best speed the "top of the line" router can produce is 4mbs, while my neighbor, whose router is literally 3 feet away, works perfectly fine. EVERY SINGLE TIME I call to try and get help, I'm transferred to INDIA, where no one seems to speak a lick of English.
For 4 months I have attempted to get some kind, ANY KIND, of assistance, but rather than help, I'm being told it HAS to be my cell phone provider. Once hanging up on INDIA, my television goes completely blurry, and I can barely make out an image. (Bet it has to be the TV manufacturers fault now.)
Save the time and hassle, and switch, or totally avoid all service of AT&T.
TOTAL WASTE OF MONEY!

Posted by Anonymous


BALLY sports feed is TERRIBLE! Fox Sports was never this bad!

Posted by OkieAlan


Uverse has become a complete failure, troubles for years but over the last few months especially. Techs came out and replaced failed gateway and discovered 2 TV relievers would not work with the old used gateway replacement. Now one receiver has not connected in last 30 days and the other continues to freeze and disconnect. Why am I paying for failed service? Looks like I'm forced to change providers

Add your review!

Posted by Anonymous


9/10/23
Goode evening!
I did not receive a request for tech support service rating. This evening I was greatly helped by "Alvin" regarding issues with my modem and receiver for U-VERSE TV.
Alvin was extremely patient, professional, proficient and courteous. He's also very good humored.
Thank you so very much!

Posted by LeighAnn


We had WOW installing their services in our neighborhood and cut the lines to ours and many others services with AT&T. Dexter, our technician, was very professional, knowledgeable, extremely nice and accommodating. Bryant Wiley from AT&T also stopped by and was very professional, knowledgeable, also helpful. These 2 took great care of us! We're had a great experience!

Posted by Anonymous


I wish to compliment and give an excellent review for the employee who helped me with a U-verse issue when I called for support. His name was Martin and he was extremely patient while helping me solve the problem. He was polite, funny, and kind. Most importantly, he knew what he was doing.

Posted by Anonymous


In Ballantyne (Charlotte NC) we had a service issue that was promptly repaired by our tech Brian. He was on time,efficient, friendly and professional. How delightful to have a positive experience on an icy day.

Posted by Anonymous


I was extremely pleased with the service I received from Andrew Holt and Jesse Preciado. My remote suddenly didn't work. I spoke to Andrew and he had somebody come out very quickly to help. Jesse came withing 20 minutes ofthe time Andrew told me he would be coming. I am very hard of hearing and both of these men were very kind and patient to me. My son Mike Bruno was not at home, but for once I found people who took their time to help me. My name is Teresa B Smith and the phone is in my son's name. We are both very pleased with the service I received.

Posted by Evanston Apartment Dweller


After wasting hours on the phone and "live chat" with ATT-UVERSE customer service, I finally connected with Allan who was LITERATE and COMPETENT. He understood my situation, researched my history and SOLVED my problem. He certainly deserves some recognition for his ability - especially compared to most of the morons who ATT employs at the phone centers.

Posted by mmfila


Now-a-days, people typically only take the time to voice their opinion about any company when a problem is ongoing - not when everything is fine. I happened across this site and can see the pro's and con's submitted about AT&T and felt it was fair to post a positive review. I've had AT&T for at least 7 years since porting out from TMobile just before their restructuring. AT&T has never screwed up my bill; the service has been comparable to their competition, and I have probably made 1-2 calls about their user tools on the site that weren't exactly user-friendly. Other than that - I have been very happy with the company and thank them for trying because most companies these days simply don't.

Posted by Blank Screen


I dealt with 2 different technical support reps over 2 days. Both were professional, patient, knowledgeable and were native English Speakers.

Posted by Sandy


i was on a live chat with a representative named sandy and the survey closed by mistake.
she was absolutely patient, informative and she gave me moe time than probably would be required
i just want to thank her
Ruth Sims
770-988-9255

Posted by HappyCustomer


AT&T U-verse is the best! I have the best services. I have promotions. The representatives were very friendly, especially the Filipinos. :) They really do their job.
I will never leave AT&T like what others do. The other companies cannot give the best services and value to what you are paying for, unlike AT&T. They're the best!

Posted by Anonymous


JACKIE B from Illinois Retention Department she is the definition of a rare jewel,among the other people I spoke with from At&t.JACKIE B WAS COURTESY,PROFESIONAL,SUPERIOR SERVICE ATTITUDE,EMPATHY,KNOWLEDGABLE and UNDERSTANDING.Jackie is the best hands DOWN.Jackie displayed EXCELLENT CUSTOMER SERVICE SKILLS....She went above and beyond to help restore my service and saved me from cancelling my order which the AT&T Supervisor Joseph from west virgina jc245s couldn't do..... Thank you Jackie B from Illinois your the best....Happy Customer thanks to you.....

Posted by orion.system


In regards to our recent service call w/ATT u-verse;

We were experiencing a couple of issues with one of the cable boxes (4 installed total), and contacted the ATT support center to notify them of the issue. A technician named Darian arrived as scheduled to help resolve the issue(s). He had already checked the status en route to our location before arriving (was prepared), replaced one of our cable boxes and also updated a few remote controllers with no problem. Darian was very punctual, outgoing and courteous; along with being knowledgeable and efficient as a technician. He answered all questions and asked if there was anything else we needed before finishing up on the service call. Darian also left contact info for us, should we ever need any further assistance. Needless to say, we are pleased with our service with ATT and would highly recommend Darian as a service tech for any other ATT customers :)


Will Lockwood
Edgewater, FL

Posted by Devyn


I hate at & t because of all the hassle it is to get anything handled or accomplished the management and higher ups have such an inconsistencies. After a very long week finally I have met the best agent. And he actually cares about us customers.. no holds no transfers no robots and has helped me and because of him my girlfriend and I will be loyal customers. THANK YOU JUSTIN Gosselin!

Posted by Dan NC


The installation phase of our Uverse product was overall positive when the installer arrived (the first scheduled date was a no-show).

The physical part of the installation took 1.5 hours. Setting up the router took another 4 hours. It turns out the AT&T routers can't use passwords with punctuation in them. They accept the password and you think you are doing things correctly, but the password isn't recognized by other devices.

The installer didn't know about this defect in the router software. I'm the one who figured it out.

Posted by New Braunfels


Superior service in New Braunfels, TX! Senior technician Derek Guffey is experienced and articulate, courteous, and was on time to the minute. He talked with both of us (one by phone), ensured that he understood our needs with our rather complex system, provided a complete fix including insuring a good source signal, checked the results, and left detailed information. Very, very impressed.

Posted by Rescued customer


AT&T Uverse, internet and home phone was installed into my home recently.Unfortunately, within less than 2 weeks, I experienced numerous issues requiring technical support on phone to include 3 service calls. Last incident September 18, 2014, I called in for technical support . A technician was scheduled on September 18, 2014 to resolve issue at home. Meanwhile, I observed AT&T service truck near neighborhood gas station.I approach technician with issue and asked questions in efforts to facilitate my trouble shooting, to avoid interrupted phone line, cable and internet.The technician not only recommended some trouble shooting mechanism and apoligize for the interruption of service. He also was kind enough to take a quick look at the issue while in the neighborhood. The technician came by within 30 minutes and resolved this issue in a manner conducive to extroridnary custumer service and efficient technical support.The problem was resolved and my services were restored. I wanted to take this opoportunity to recognize his professionalism. Technican's Name: Brian Alexander; number:7134976167. He is apparently assigned to work in 77375. I believe that his ability to resolve issue and substained customer base with a frustrated customer in the process of changing services to another provider, should be commended. His action defines AT&T as a premier provide.

Posted by Anonymous


I just fielded a call from one of your representatives offering 3 months of free HBO because we are such good customers: paying our bills, etc. However, this marketing ploy did not work on me because I asked what happened at the end of three months. Answer: you start adding the charges onto the bill. NOT a very fair marketing device, because your marketing geniuses are relying on the human tendency toward inertia. Nice trick, and the rep was very nice, claiming that you would remind us before the three months ended. However, I still regard it as unfair marketing designed to take advantage of that combination of inertia and the natural human tendency to take something for free without asking questions. NOT honest marketing, in my opinion.

Posted by Anonymous


We had great service when we needed to replace our DVR. The person I chatted with was very patient with me as he led me through steps to check out our DVR as I have little knowledge of this high tech world. I was told our replacement would arrive in 3-5 business days and it was actually sent overnight with Sat. delivery. He told me exactly how to return the old DVR. Everything he said he would do he did. I couldn't have been more satisfied.

Posted by Anonymous


AT&T customer service does a great job. Friendly, courteous, and well trained. The difference.

Posted by Anonymous


An att repairman completed repairing a phone and computer line problem today 12/16/2013. His name was Chris Leboa from Marshall Mo.. His work and personality were very good and fixed my problem for the time being.

Posted by Lady C.


Well when I was offered a special that would cost me less then I was already I hopped on it. The one thing I love doing is watching TV. While I am doing my homework while I am cooking whatever I am doing I watch TV. Well the first question I asked you was did you have all the channels you said yes and you lied. You don't have any GMC no Hallmark which at the beginning of this month has been showing Christmas movies until the first if the year for 24 hours a day which I was enjoying till I switched. GMC Up is a new gospel which show new playa and movies regarding God on how to spread love to one another. I loved watching while I was cooking Sunday dinner now nothing. I am serious thinking about dropping everything because it does not matter how much less it cost to me it is how much enjoyment I get out of the service I am getting cause right now your cable sucks.

Posted by Gary


The personnel on the phone and the ones who come out to perform the work and installations are good but the Gateways (modems) are junk. I am on my eleventh one in less than two years. The one I have now is two weeks old and is already failing. I have to reboot several times per day.

Posted by Anonymous


We had three service calls last month because our TV internet was not working. The problem was resolved on the third service call. Every technician worked hard to resolve our problem. We were so pleased with their efforts that we asked for their ID numbers so they could be credited with their efforts. Rather than use their names and his helper David. Also, their Manager of Network Services, had them thoroughly go over our entire service and fix everything that might need fixing. Thank you for the excellent service given to us by your staff.

Posted by Happy cat


Well at least in Dallas Texas I had to replace a modem and it was promptly shipped and the old one was easily and quickly returned at no cost. Very good. (August 2013).

More recently September 2013, a technician promptly visited my home and redo the original installation wiring after more than 7 years. Next day another technician went an updated the uverse receiver boxes that now are wireless and doesn/t need coax cable. The technician knowleageble, efficient, friendly, no complains at all. And the one that did the installation outside the house did a very nice job. Another 10.

Posted by lenorede


I have had ATT U-verse since November of 2011. In the beginning, it took a few days before they could get my service up and running. That was only because it was new to this area, and they had to go through several steps to get it going. So far, I have no real complaint about the service, and the customer service has been excellent. However, the price is a bit over the top. I was quoted a price for the first and second years, but two months into the second year, my bill went up an additional $12.00. When I questioned it, I was told that some of the channel providers increased AT&T's price, so they passed it on to the customers. Not good, AT&T.

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Posted by kingtacoqueen1


I'm a former customer service rep and have to say working for at&t was the worst job I've ever had. 8 hours a day dealing with customer complaints you feel like you are a punching bag, not that I blame the customers, getting thru the automated system is a joke once you get a rep if you aren't buying you get transferred around newer reps make a portion of their pay only if you are buying services. So if you have a problem, that gets pushed to the side so they can upgrade or sell you something. They allow on an average 6 minutes per call so if you have an issue to resolve good luck! The pressure put on reps to meet numbers with sales makes us sick. The relief I felt when I left is priceless the pay is so hard to walk away from but peace of mind is worth it. They do outsource jobs and they follow a script they are polite as trained and repeat what you say but in the end its just a frustration for the U.S. reps and the customers because they don't resolve anything and most times disconnect or transfer the customer again. You may be offered a manager call back but don't count on getting one.

Posted by Anonymous


Fastest way to get an agent is to provide your name and number CLEARLY to the automated system. Don't use speaker phone or cell phones as the background noise distorts the call. If you give your information to the system properly you will get a person fast. Being drunk, slurring, or not speaking proper english will put you in a loop.

I reached an agent in about 5 minutes, was transferred to tech support but thats because i asked for customer service not tech support.

Reviews below are all stupid because all of the information you're all griping about is in the terms of service found at www.att.com/tos2011 in which you all agreed to everything you're complaining about.

Perhaps you should read what you agree to before you complain :)

Anonymous 1/11/12 7:38AM


Do you speak proper English? I guess no!

english? thats =Get out!!!!!!!!

Lastly the NVG510 modem/router is a piece of junk,how you explain that lack UpNp?

Posted by I hope you read this FAT boy


Before I begin, let me just express that I really enjoyed helping the customers that were being robbed by such horrible service. always went beyond what the process told me to ensure that the customer was happy and the issue was resolved, something that the team leaders didn't seem to appreciate.

I worked as an outsourced agent for AT&T uverse tech support team and it was a complete nightmare for many reasons, I'm only going to sum up the worst things about at&t and their services.


- Duties and responsibilities: My job title was "TECHNICAL" support rep NOT customer support rep. However, I received many calls regarding billing and service question and I had fix/explain to the customer everything, even though I had no clue about because we dont have uverse services in our area.

- OOS: Everything is oos or out of scope issue. This was beyond pathetic! if I fix something for the customer, but the work flow system didn't tell me to do that step. I'll get pointed for doing so!!! LOL really??

- Work flow engine aka WFE: by far the worst system I've ever worked with. Not the fact that it's slow or the fact that it ends up with the same solution every time. It's the fact that the TLs didn't want to admit that it sucks! but wait, what do these team leaders know? Most of them never stepped in college classes nor know a lick about computer systems. Also, they don't approve on doubting the system!!!!! I've proven on several occasions that the system doesn't always give the best solution, I still got pointed for that. It was like spitting in their face!!!

- The stats: the most unfair/unclear procedure for performance measurement. Scenario: A customer calls this morning, her internet isn't working. I fix her issue and checked all her services to ensure that everything is working. She calls 24 hrs later because she forgot her e-mail password. MY STATS GET HIT!!!

- The surveys: Beyond pathetic, All surveys were sent to customer AT&T e-mail count. Most of AT&T customers used their personal webmail that wasn't associated with their AT&T e-mail account. How would the customer know if he/she should fill out a survey for team lead reviews? By nature, the agent should tell the customer right? Well guess what? NO we weren't allowed to even hint that a survey was being sent. In fact if the customer calls, gets transferred 5 times till he/she gets to me, her issue is resolved, then receive a survey and fill it out all negative based on her total experience with AT&T Ugarbage. Guess who get his stat hit? The last agent she spoke to... Fair? lol by all means pathetic.

I can only stress it enough. I'm glad it's all over. I understand that the managers at my locations were just following what AT&T tells them. However, the bottom agents were treated like punching bags due to horrible product/service, lack within upper management and unfairness when it came to measure performance.

Posted by Outsourced Agent


Iam an outsourced technical support rep. I personally do care about resolving the issue at the onset of the call as that is part of our primary metrics apart from being the main objective in getting this job and hate when customers rant on phone even before giving us a chance to speak or explain whats going on. I do pity customers calling frequently for the same issue.I make it a point to exhaust everything i can and even walk to my technical supervisors for issues that needed their help even if customers do not demand fot it. Whenever I encounter very kind,patient and understanding customers, It inspires me more to make my job better and provide an even better customer service. We read some reviews online and we are also surveyed everytime you call us so you can rate how satisfied you are with our service and we truly are learning a lot from it as well. I hope we can lessen the negative feedbacks, but of course, theres no perfect science!

Posted by Anonymous


Fastest way to get an agent is to provide your name and number CLEARLY to the automated system. Don't use speaker phone or cell phones as the background noise distorts the call. If you give your information to the system properly you will get a person fast. Being drunk, slurring, or not speaking proper english will put you in a loop.

I reached an agent in about 5 minutes, was transferred to tech support but thats because i asked for customer service not tech support.

Reviews below are all stupid because all of the information you're all griping about is in the terms of service found at www.att.com/tos2011 in which you all agreed to everything you're complaining about.

Perhaps you should read what you agree to before you complain :)

Posted by Mrs DoubtFire


I'm laughing at all these comments.
I work for customer care at a different big name company. So I have an idea of what's going on.
but people complaining about the automated system? It's because there's possibly tons of people calling at the same time to a limited amount of agents. Why limited? Because people are outraged that we are forced to outsource to other states and countries for help. It's not good enough.
Honestly... if you stop talking and think ... common sense will get you pretty far :)

Posted by Anonymous


I agree, I work for ATT and what they sell could or could not work. I advise you go with what you think is best for you .

Posted by mavone


I am a FORMER Uverse tier2 technical support agent.I did not work in Billing. I agree with all of you. This was the worst company I ever worker for and was glad to move on.Your punished for doing the right thing!!!!For example if we have a dropped call and a agent calls you back that counts against your stats.I called people back and was punished for it.The left hand doesn't know what the left is doing. Procedures change daily as well. Im a IT person of over 20 years and Im appalled at how poorly run the place was and management is a joke. Yes you too Mr Raab you clueless chump all you care about is sales.Now they are hiring people at 4 to 5 dump dollars cheaper(meaning less quality of experience or Knowledge) and running a automated software called workflow engine.They got rid of all of us that knew what was going on.Gonna get worse folks all they care about is stats! and sales. My advice to all of you is to DEMAND to speak to a tier2 agent remember they cannot help you with Billing issues.Tier1 is in Manila. ALso you will never speak with a REAL manager you will be transferred to a group called ICU which ACTS as management.Good luck!

Posted by Mavone


I am a FORMER Uverse tier2 technical support agent.I did not work in Billing. I agree with all of you. This was the worst company I ever worker for and was glad to move on.Your punished for doing the right thing!!!!For example if we have a dropped call and a agent calls you back that counts against your stats.I called people back and was punished for it.The left hand doesn't know what the left is doing. Procedures change daily as well. Im a IT person of over 20 years and Im appalled at how poorly run the place was and management is a joke. Yes you too Mr Raab you clueless chump all you care about is sales.Now they are hiring people at 4 to 5 dump dollars cheaper(meaning less quality of experience or Knowledge) and running a automated software called workflow engine.They got rid of all of us that knew what was going on.Gonna get worse folks all they care about is stats! and sales. My advice to all of you is to DEMAND to speak to a tier2 agent remember they cannot help you with Billing issues.Tier1 is in Manila. ALso you will never speak with a REAL manager you will be transferred to a group called ICU which ACTS as management.Good luck!

Posted by mavone


I am a FORMER Uverse tier2 technical support agent.I did not work in Billing. I agree with all of you. This was the worst company I ever worker for and was glad to move on.Your punished for doing the right thing!!!!For example if we have a dropped call and a agent calls you back that counts against your stats.I called people back and was punished for it.The left hand doesn't know what the left is doing. Procedures change daily as well. Im a IT person of over 20 years and Im appalled at how poorly run the place was and management is a joke. Yes you too Mr Raab you clueless chump all you care about is sales.Now they are hiring people at 4 to 5 dump dollars cheaper(meaning less quality of experience or Knowledge) and running a automated software called workflow engine.They got rid of all of us that knew what was going on.Gonna get worse folks all they care about is stats! and sales. My advice to all of you is to DEMAND to speak to a tier2 agent remember they cannot help you with Billing issues.Tier1 is in Manila. ALso you will never speak with a REAL manager you will be transferred to a group called ICU which ACTS as management.Good luck!

Posted by drendska


I'm a technical support agent and I can understand all the frustration from the comments. I can't speak for any other agent, but I personally do care about the customers and I do feel their frustration. It's definitely not an easy job being on the receiving end of that all day long, but I don't blame the customers either.

I often feel like I'm pinned up against a wall, I have a customer complaining and asking what I can do for him for all the trouble, and I don't really have much at my disposal. I wish I did, I'd love to go out of my way to help, but there's only so much I can do unfortunately with what I have to work with.

One of the biggest problems in my opinion is the slow server the software we're using is on. A simple call that should really take just 2 minutes ends up being a half hour just because we're sitting here staring at a frozen screen. How can one expect to be in the business of customer service and not have updated equipment? And it's not just a little outdated, I feel like I'm on a computer that's 20 years old.

Posted by Agent


i am an outsource agents and not only we feel offended at times customers will say we are no use .. we are all trained to be able to help.. i hope sometimes you cooperate with us as well... our goal is to provide you assistance and if you want to get good service,, you should know how to cooperate.. its not a one way thing you know!

Posted by Americano


I worked for their call center in Canada. Every day I had to hear how stupid and idiotic we Americans are. The people you speak/chat with at AT&T are all outsourced and hate Americans with a passion. I finally quit because I couldn't stand listening to them bad mouth us every single day. Not just my co-workers but all the managers as well. AT&T should keep their support in the US since Canadians hate us so much. Why are we paying Canadians to treat us like crap???

Posted by Agent


we are sorry for all inconveniences.. rest assured that we are trying our best to resolve issues... we are working now on how to provide world class service... i know most comments here are not so good.. but if we can do better,, please do answer the surveys being sent to your AT&T emails ... so we can work on how to make you all very satisfied

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