Had AT&T UVerse since 2007 and, initially, loved it. Customer service went downhill gradually. Last week, moved from old house to new house 15 minutes away and transferred AT&T service into a new house pre-wired with CATV from AT&T. Ordered shutdown of old service on 3.4.2011 and start of new service on 3.5.2011 during phone call of 2.21.2011. Guy never came to the new house on 3.5.2011; just blew us off until dispatched by a supervisor. Another guy had to come out in the evening. Stayed late and said the 'box' was bad and had to continue Monday. No phone call, email, etc from AT&T on Monday, 3.7.2011. After a lot screaming at AT&T on 3.7. box was finally connected on 3.8.2011. On 3.9. called billing office (Rhonda) to cancel old service (still not done) and AT&T disconnected the new house about five minutes later. Called and spoke with Jamie who promised us a live person and promptly transferred us to a line that said it was 'sorry' about the office being closed before disconnecting our call. Spoke with a supervisor (Vincent) on 3.9. very late, who promised to get us going on 3.10.2011. On 3.10. Vincent never called back. On 3.10. I called Billing office and requested a supervisor; was passed from Albert to Joshua to Dwight. Dwight advised all managers in a meeting. I asked if AT&T would rather keep a customer or have a meeting. Dwight said there was nothing he could do. Transferred to 'Disconnect' office and spoke with Ms. Cortez. She couldn't promise 'turn on' of system today, 3.10.2011 and three months free service (my wife and I spent a total of 17 hours on the phone or in-person with AT&T trying to get this resolved since 3.5.2011). Told her to turn it off. Old house was just disconnected today, 3.10. five days after it was supposed to be off. Told Ms. Cortez to send me a box or a tech to pick-up their equipment because AT&T wasn't getting another minute of my time to take their stuff to the UPS store. After some haranguing, she agreed to send marked boxes but explained this is usually only reserved for the elderly and/or disabled. Don't care, AT&T doesn't get anything else from me other than bad internet publicity. I'm going to post this on a few different places.
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