AT&T Uverse Customer Service Complaints - page 3

Hello all, as a retired Navy veteran, how AT&T just did me is ridiculous. I had ATT Uverse. They decided to let the service go to sh*t because they over extended themselves buying Direct TV and didn't account for the Millennials cutting the cord. ATT has been pushing people to Direct TV or Direct TV Stream to get the value up so the can sell it and re-coup some of the 69 billion of debt. I decided to kill U-verse as the service was terrible lately. I called on Oct 7th 2021 to stop service and go to Direct TV Stream. They said they couldn't disconnect service until Oct 9 2021, but that I would have to pay for the ENTIRE month of service and they would refund it back on the next bill 30 days later. I said no, I'm not paying for a month of service when all I used is 4 days and it's not in your terms of service. This is called "Interest Skimming" and is illegal in most states. They told me it would be handled. After spending two to three hours on the phone on 4 separate occaisions to get this corrected, they charged me, added late fees, refunded the amount but off off the current bill instead of amount brought forward. My Oct bill should have been $221.59 instead of $413. I already paid $100 so the amount owed should be $121.59 plus the current bill of $118.06 for Internet and telephone. To stop my service interruption they forced me to pay a total of $294.17 to keep my service on and pay only $44.89 on Nov 25th for this month bill. This considering that my monthly is $118.06. If I'm only paying $44,98 it's because I OVERPAID a previous bill which ATT FORCED me to do to keep my service! To do this to a Veteran, and just to customers is unsavory and possibly illegal. I will be going to Florida's State Attorney General. They picked the wrong one for this!

I've worked for AT&T too and Fill the pain of the Customer service rep I wasn't one but the issue is poor training and poor equipment specially when comes to resetting after repeating it several time to get the service back online the customer by the time they call are already in bad mode because the equipment is not working there for any attempts to help them you get bad end of the stick. I working with equipment like on regular base daily so I don't need to told how to troubleshoot it when I've already Did that. That is where failure sometime is but not all customer are as skilled as I am. There should be change made base on the Skill levels and question ask before like have you restarted equipment etc.... I could go on and on. Some customer service rep have gone above and beyond but others I can tell are not trained well. If im in a bad mood that I have no service and trying to get it back online and your not going to for go security question to get the equipment working again I'm going pissed off and might end up using very bad words....

Been Customer of AT&T Uverse since bought my home in 2011 and they had good service but now I getting zero help when equipment break or stops working. I can't complain about service Technician that come out for repairs they know their stuff but Call center are Clueless they are no help when the service goes down which has been happen like clock work each year for the last 5 years. They are always trying to up sell for equipment failure and service failure I'm already using the top tier that service my area so they try to get to buy into the wireless service hell no I don't want wireless service I already have that with another carrier that is better than their wireless service it has never failed me so far. I'm file this because if you don't use security pin or question on a regular bases how is someone going to remember it year or two down the road then they say they can't help for security reason and they have to call the number on file to confirm but if you have no service at all the Land line is on the service how in the hell is phone going to ring if its offline they show how stupid they are.

Once again my internet is out. I explained that we tested everything we can and they still insisted that they cannot send someone out to look at the router until they run tests again. If they send one now they will charge me $99!!
The last time it was out for 5 days and they "didnt know what was wrong yet". Then my husband found that a groundhog chewed thru the cord out in the yard. So, not only are they not burying the cord deep enough, they would not send anyone to the house "until we determined the problem." I think I need a new internet provider.

total service down for over 2 weeks, all I get is how sorry we are, But the problem remains, no reason why it takes over 2 weeks to restore service, and still waiting!!

Customer Service hung up on me 3 times -the problem is a phone number keep calling with caller ID FIRE Dept and hang up. I am frustrated with their services-Who do you report to FCC??

Why does it take so long to restore internet? It's been 9 days now, and everytime I check the website, it says problem will be fixed within 24 hrs, and that was 72 hours ago. My neighbor has cox and it has been up and running for 3 days now. This is ridiculous Uverse, and I still don't see any trucks out yet!!

Had appointment for them to come fix internet service which had been out three days. They didn't show up ir call. As usual lousy customer service from ATT

Custome service except for european located customer service is terrible andleaves alot to be desired! As soon as soon as an alternatives become available I will no longer be a customer!(I been a customer beefore the Bell system was broken up!

@[email protected] 100% agree, I will call billing and they send me to "account receivable", then send me back to billing and then dropped. Although u-verse is not regulated by the State Public Utility Commission, I will still post a complaint to the State Deputy Attorney General of Consumer Affairs. AT&T makes it very easy to sign on to contribute money to them but NO facility to cancel any services to reduce the "contributions". Equipment return was easy, unfortunately the person on the phone asked me to go to UPS Store and the follow up email and a letter through USPS told me I need to deposit them at a FedEx Store.

Has anyone ever needed service from ATT.
They make getting actual service at your home, or even cancelling that service almost impossible.
I believe that is by design.
I've tried chat and other consumer service numbers numerous times.
They have a circular system that keeps taking you back to the trouble shooting site. I have reset my receivers, rebooted the modem so many times that I want to scream when they declare,
" it looks like your problem can be solved with a re-set"
On a rare occasion I have made it past the maze, and been blessed by the agent across the world with an appointment at my home with an actual ATT serviceman. A few weeks ago, after hitting the service jack pot, an ATT serviceman replaced many cable connectors, some cable wire, and even a receiver box.
Ugh. Next day, sound problem still remains. I change some channels and the sound becomes horribly distorted. If I follow the u-verse
prompts I am advised to re-boot the receiver. Wow, wish I had thought of that!
After ten minutes when the u-verse is finally re loaded the sound is clear! Until I change the channel.
So it's been a few weeks since the last human was at the house, there was no follow up from ATT, (How come they always ask you to rate their internet sites, but not the real service.) so now Inwas essentially starting over. It's hard to commit to dealing with ATT, chat or phone or any kind of
trouble shooting, because I always know there is a good chance my day will be ruined.
I finally decided to just drop the U-verse. That's when I realized this circular system is intentional.
I was already signed in to my account, and on the way to to the service cancellation link, which is not easy to find, I was prompted again for my user name and password. Wait, I'm already signed in!!!? None of
my ATT password and user names, past and present, worked.
It was a cancellation wall.

So today, I took a deep breath and approached my computer with my phone in hand with determination to drop U-verse.
I was disconnected twice at the end game, when it seemed I was minutes away from receiving help.
The first session came on chat. (Which is another puzzle to find)
After I passed the virtual assistant test, onto the unqualified human agent test, I was finally talking to the high level tech person on the chat. Then the chat froze. The agent stopped communicating. nothing. I waited and after ten minutes, I realized that the ATT Wi-Fi had mysteriously stopped working
Did he test it without asking ? Did he try to reset it? It never re-booted on its own. Funny, I was finally talking to the person who was authorized to cancel my U-verse service and the wi-fi suddenly dropped.
Ok. Round two
Phone help.
Third or fourth agent, sends me to the person who is authorized to cancel my service. That is after
being detoured through an agent that deals with the telephone device. I got back on track, and finally was connected to
the agent who was authorized to cancel my U-Verse.

He was apologetic, and offered me $60 less a month for a year on U-Verse rather than dropping the service.
He promised he would send me to the "advanced tech guy" who would definitely be able to help me. Ok. I cave in.
He stayed on the line until I was with the advanced tech guy.
Then when the conversation started,
"How are you today?"
I answer, not that good, I'm really frustrated "
At that point we were disconnected from my ATT land line. This is the only person who did not ask for my phone number relating to my account. I had given it out at least ten times already.
He never called me back.
Really?
WTF
Another cancellation wall.
ATT makes it impossible To CANCEL, and impossible to get real life service.

I am a customer of uverse cable. It is not reasonable for the cost of cable to continue to increase and channels decrease i.e. channel 11. I am noting that channel is a major station. If this channel will be provided customer bills should decrease.

U-verse is terrible. They can take away NBC, Channel 5 in St. Louis without any notification. Now during Christmas Programs and season finales, it can just disappear. Very, very dissatisfied! No excuse for leaving customers high and dry for contract negotiations? Come in it is 2020. I will be changing carriers.

Spent about 4 hours waiting to report problem, and debugging problem over the phone with representative that was clearly a trainee since on every step she was talking to someone in background then reporting the results back to the same person. After this terribly long frustrating session they concluded exactly what I knew from the start that I needed a replacement cable box. They put in an order for the replacement to arrive overnight. When it arrived it was a wired unit when it was suppose to be a wireless unit. They had verified the model number of my defective box while placing the order. Now I had to spend another 2 hours on phone waiting to report this problem, getting escalated to next level of support (since they could not verify the problem) and finally getting a 2nd replacement ordered again being promised delivery the next day. We have waited all day and it did not arrive. I have been a Uverse customer for over 20 years and this experience is typical of the majority my interactions with customer support but it has clear gotten worse in the past 5 years or so,

I am disappointed that ATT u verse has taken WCNC off the air and there is no local NBC affiliate in Charlotte, NC. I am seriously considering finding a new provider.

My husband spent multiple days and several hours on the phone with AT&t trying to get rid of Uverse cable but keeping WiFi and a home phone line. This was a miserable experience wrought with many obvious attempts to sway us keep the dinosaur that is cable. If I could give less than 1 star I would.

They are the worse

2 Words.
They Suck

We have had U-Verse for over a year and are very happy, however....i AM EXTREMELY disappointed that the ACC network is not available as I was assured it would be. I will not continue the service if this is not resolved

AT&T UVerse is unreliable. TV Picture Freezes, I get a screen that says I have lost connection. If I change the channel there is a picture? I have called twice. Now they lost their contract with CBS, really? They have not kept their end of the bargain. I am going back to Comcast.

As reading some of the reviews and comments I find so many things in common they come out say it's fine and walk out the door and it quits working. My guy hit on me the whole time even touched my but and when he left he says sarcastically call if it goes out again but it won't in the first month of service after getting the 50 unlimited and uverse had a minimum of problems but that next month you can always tell when your in the last 10days of cycle no matter what the data usage is and that was the reason I went to unlimited and got the uverse and we don't use as mutch data now as we did before I switched to the unlimited and uverse (u200). Sad

Att has no problem asking for your money!!but don't want to provide services they offer but your expected to pay for !!!
According to advertise pricing I have u200 and the 50 unlimited and 2 boxes and yes uverse my runs of the internet and they told me it didn't !!! :( last bill was 173??$ month before that was 180??$ not understand why it's so high because half the time we have no serves or constant loading/lagging and according to package plan one says 70$ one says 80$ plus 30$ for the internet I think 10$ each box plus fees and taxes. 70+30+20= 120 / 80+30+10=130. But on my bill this total is 111.00. So we're does the rest of the money come from?
taxes and fees are really high I recon and this price varies it's never the same. And I have ask because I'm a single women on disability raising 4 grandkids when I set this plan/bundle up I was told one price range not several. I'm so glad my one year is up!!!

U-verse WAS a great service for years, in that you could watch recorded shows remotely (from another city) over the internet AND their software for remote viewing included a remote control! Recently they have DONE AWAY WITH THE REMOTE CONTROL when remote viewing!! NOW YOU ARE FORCED TO LET THE COMMERCIALS PLAY IN FULL! I no longer recommend U-verse to friends for that reason. One star for seriously downgrading the quality of the remote viewing experience!

AT&T does not seem to have any problems charging for a service that they can't provide.

In Septemerber & October 2018, my Uverse Gigabit ethernet speed was at Download & Upload (900+ Mbits/sec). This speed declined to Download (500 to 800 Mbits/sec) and Upload (300 to 500 Mbits/sec.) since then.

A technician AND the area manager came to my home 4/9/2019 to fix the problem.
They verified that everything is the same as when I received the 900+ Mbits/sec speeds.
Several hours later they ran out of ideas on how to fix the problem.
The area manger gave me his card and said "CALL ME IF IT GETS ANY BETTER".

I called AT&T customer service to report the service call results and received theses responses:
"You have low internet speed because you have too many devices hooked to the internet."
There was only 1 devices on the internet running a speed test program.

"The upload speed is in the minimum range of 300 to 500 Mbits/sec."
This is 30% to 50% of the speed I paid for all of these months.
I would not have purchased Gigibit ethernet with these minimums.

"Let me schedule you a technician to come fix your problem"
I remineded him that a technician and the area manager just left my house with no idea about the root cause of the problem.

"We don't do refunds, ...".
My question was how I can be reimbursed for services not delivered.

Typical responses that show I must take a different approach to get our problem fixed.

I don't want to pay for a service that I am not receiving.

I also intend to file a complaint with up with:
BBB - 22,588 AT&T Complaints
https://www.bbb.org/us/ga/atlanta/profile/long-distance-phone-service/att-0443-7935/complaints

FCC - Federal Communications Commission
https://consumercomplaints.fcc.gov/hc/en-us/articles/115002206106

Consumer Affairs - 3,401 AT&T Reviews & Complaints
https://www.consumeraffairs.com/internet/att_broadband.html

We have no service.