May 2012, Uverse came out our neighborhood. Digital everything. AT&T was the first one to offer it in our rural area. I JUMPED on the bandwagon dancing because I had lived in big cities I knew the joy of digital everything. The install of UVerse is where my joy ended.
The install itself was a total nightmare. The tech ripped me off $50 because he refused to do his job right. (Oh yes, he got fired, a police report was filed.) It took them TWO MONTHS to get it installed in our home. And then a thunderstorm hit. lightning hit the NON GROUNDED AT&T box, the electrical charge ran into the house. It fried 3 televisions, 2 computers and 2 XBox 360’s. After fighting with them on that I ended up with a check for $2000 to replace my electronics and 9 months free service.
Fast forward to sticker shock after the free service ran out. To keep everything we were used to having, with 5 boxes, we were looking at over $300 a month for TV, slower than promised internet and telephone. So I did what any sane person would do, I shopped around. I found out that Comcast was now in the area offering a much cheaper deal. I called AT&T and told them that I was not going to pay them $300+ a month and I was changing to Comcast. To which they said “Well, hold on Lori, let’s see how we can help you.” So they magically got my bill down to $200. The same amount that it would be if I went to Comcast. (This was sometime in 2013, now we play the “I’m going to cancel” game and they magically lower the bill to $200.
Fast forward to this year. Sometime around April 10, I get a call “Hi Lori, this is xxx from AT&T and we just want to know how your service is working.?” My response was that it was working fine. I had come to accept crappy service and slow internet speeds. I did mention the slow internet speeds and she of course offered the faster speed and then realized that I couldn’t have the faster speed because I lived too far away. And then of course, I did my yearly complain about the bill. And there was nothing they could do. So I said “Well that’s okay, Comcast can give me a better deal. And I’m really tired of paying for all the new customers price breaks.” Oh that got the ball rolling and suddenly I could get a better price!
And then to pay for my asking for a better price, my service really started to stink. I mean it really started to stink. Packet loss on ALL services, phone, internet and television. The time and date was wrong on the DVR, it was refusing to record, pause, or anything else. And my service was going down DAILY. So I hit chat. Big mistake. They didn’t understand the problems at all. And no matter how many times I had told them that I had done the level 1 troubleshooting, I had to do it again. This nightmare took over a month to fix. Three techs came out to the house and one manager. The gateway was replaced twice. The dvr replaced once. At one point in time a tech decided that even though all tests were showing that the line was having problems BEFORE it came into our house, the problem was with my wiring and my equipment. You know, my patch panel and all my internal house wiring. End result, the problem was in the local hub, they had to switch pairs.
And then yesterday we discovered an email address is missing from our account. Of course, I discovered this because I did all the level 1 troubleshooting. I tried to log into the account, no go. I hit forgot password, logged into our AT&T account and the subaccount was GONE. So I hit chat. What the hell was I thinking. Here is THAT conversation::
AT&T : Hello! How may I help you today?
AT&T : Thank you for contacting AT&T, my name is Everett. How can I help you today?
Me : Hi there, I’ve just noticed that one of my subaccounts is missing. I can’t add it back. I need it back. I don’t know how long it’s been gone. But that explains why I’ve been missing email.
AT&T : You have reached the right team. I can help you with that.
Me : Account: xxxxxxxxx xxxx is the security code
Me : The email that is missing is email@example.com
AT&T : Please allow me a couple of minutes.
********THIS WAIT WAS FIVE MINUTES************
AT&T : Your account has been authenticated. Thank you.
AT&T : I would like to confirm the cell number we have on your account. Will you please provide me with a contact number so that we may reach you via phone or text with information about your AT&T services?
Me : 678-755-xxxx
AT&T : Thank you
********THIS WAIT WAS FIVE MINUTES************
Me : So are you fixing the issue?
AT&T : I am working on it.
AT&T : Thank you for your patience.
AT&T : I would like to inform you that the email ID “firstname.lastname@example.org” is not registered with Uverse account.
Me : *sigh* scroll up please and read what I typed at the very beginning of our conversation.
Me : Me: Hi there, I’ve just noticed that one of my subaccounts is missing. I can’t add it back. I need it back. I don’t know how long it’s been gone. But that explains why I’ve been missing email.
AT&T : I would like to inform you that I am from Uverse Technical Support. I can assist you with Uverse services.
Me : When we first got Uverse it was registered to our account. And it was forwarded to my wife’s gmail account. However, I’m guessing when there was a problem a while back with outlook and AT&T that it was removed and not returned. My wife spoke with someone in the US Uverse technical support and they worked on the problem for HOURS before the issue was fixed. And she was able to use outlook to check her bellsouth email
Me : During that time the tech deleted and readded both my alternate email (email@example.com) and her alternate email (firstname.lastname@example.org) however now, for some reason. MINE is missing.
Me : We noticed this because my health care information comes to email@example.com and we were waiting on paperwork today. It never showed up.
Me : SO I attempted to log into webmail and it wouldn’t let me
AT&T : I would let you connect to the dedicated team.
Me : So I logged into my AT&T account and the sub account firstname.lastname@example.org is MISSING.
AT&T : My Manager will call you and connect you to the concern team.
Me : But thank you for taking 10 minutes to tell me what I knew.
AT&T : The concern team will assist you and resolve your issue.
AT&T : I apologize, I was searching the details.
Me : They will speak to my wife since the cell phone number you have is hers and she is the technical one
AT&T : I am so sorry for the delay.
AT&T : I was trying to assist you.
AT&T : Is 678-755-xxxx the best number to call you back?
Me : yes
AT&T : I have arranged a call back for you.
Me : as I said, you will be speaking with my wife Lori, she is the technical one
AT&T : My Manager will call you with 10-15 mins and connect you to the dedicated team
Me : thank you.
AT&T : Alright
AT&T : You are welcome
AT&T : Once again, I am sorry for the delay
AT&T : I appreciate your cooperation and patience.
And then he closed the chat on me. The phone rang once, it was AT&T, they hung up. It rang again and they hung up again. So I called them. Again, HUGE mistake. The first 10 minutes of the call was taken up with level 1 troubleshooting. Then he got someone else involved and we did level 1 troubleshooting again. 25 minutes into the call I was told that the email account was deleted because it was a free account and it wasn’t being used. That’s when I lost it. That’s when the yelling and screaming started. That’s when I told him that it was NOT a free account, we got it when we got DSL with AT&T and it was switched over the UVerse account along with my account. And it was being used because the last email I got was 4/10/2015. I demanded to speak to a manager. He told me that he would transfer me to a manager and after leaving me on silent hold where he could hear everything I was saying and I could not hear anything he was saying. I told my hubby EVERYTHING that was going on and let my hubby know exactly what I thought of AT&T’s crappy technical support and how they lie to their customers if they can’t figure out the problem. Finally he put me on the phone with a “manager”.
The “manager” listened to me tell him what the problem was and he explained that he didn’t have the tools to fix the problem. So he messaged someone else to help. After nearly an hour on the phone, the guy in chat couldn’t figure out why I couldn’t add it back and why he couldn’t add it back. So they opened a ticket.
But at no point should a paying customer have to SCREAM at an employee to actually get help.
AT&T has the WORST customer service EVER. They have the worst SERVICES ever, the worst internet speed, the worst television package. Bottom line if you can avoid AT&T RUN as fast as you can from them. Old customers pay for new customers price breaks and NEVER get offered anything for loyalty. We have been customers of AT&T for phone then DSL & phone and then Uverse in this location for 14 years and are rewarded with crap service and crap products at an extremely insane price.