Worst ATT UVERSE service ever today. Today I called the ATT UVERSE customer service line for problems with my service. For the past five days the Internet connection has been lost. I would have to reset the gateway to access the Internet. After I went in the basement I smelled a burning electrical odor coming from the UVERSE gateway and the Internet was down completely. I unplugged the gateway and plugged it back in. The burning odor was gone but the wireless service/Internet was down. I have had problems with my TV service and intermittent problems with my home phone.
I called the customer service phone number and the agent stated that I needed a technician to come out and replace the equipment. The agent said that there may be a $55 dollar charge if there was no problem with the equipment. I agreed and scheduled the appointment. The technician called my wife at 4:30 pm and stated there would be an automatic $149 charge just to respond. The customer service agent never disclosed this charge to me. My wife stated we would not pay the charge and the technician cancelled the call.
I called the customer service phone number again and talked to an Agent named Dustin. He stated that he could dispatch a technician to my location tomorrow but could not guarantee that the technician would charge a $149 dollar response charge. This was unacceptable. Is there no communication between customer service and the technicians? Can a technician charge whatever they like just to respond to your home? I never had this problem with Comcast. I talked to Dustin’s supervisor whose name was Nancy. She scheduled a dispatch for tomorrow and guaranteed me there would be no $149 dollar charge.
This phone call took me a total of one hour. This has been the worst customer service experience of my life. ATT use to have first-rate customer service when I first had them installed but now they are no better than their competitors. I even had to ask for a credit for service I am not receiving. This was totally unprofessional and this whole experience has made me consider going back to Comcast.
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