I have never in my life had a more frusrating experience in regards to customer service, follow thru and overall treatment with a company. Late November my husband signed us up for U-Verse. We were a current AT&T customer (DSL & LAN Phone Line). He signed us up and we were to have a tech come out on December 8th to install. Monday, December 8th came and went with no AT&T person coming. My husband called and was told they had to cancel our appointment and would need to reschedule. The next reschedule date was for end of January. That seemed so far off but that was the best they could do. On Friday morning, December 12th we noticed that our AT&T DSL line was not working. My husband and I both telecommute from home and our DSL is key. We called AT&T and found out that they had cancelled our DSL line because we were switched over to AT&T U-Verse. This is where the trouble really began. We spend two plus hours on the phone trying to get our DSL line up after there mistake. Finally after being transferred five plus times they said they would have to schedule for someone to come out and reconnect our service. Earliest would be five days. This was unacceptable and after being transferred another of couple of time they said they would try to have someone out on Monday, December 15th. AT&T cancelled our existing service before U-Verse could even make it out to our home. What bad service to an existing customer who is trying to upgrade with the. On Monday, December 15th a AT&T tech came out was actually from U-Verse. We were happy to see anyone. The tech was at our house for most of the day trying to connect our service to U-verse. Finally, about 7pm that evening everyting was set. Everything seemed to be working. After a couple of days I started receiving calls from my daughters school and others that our phone was not working, it just rang. I could dial out but could not receive any incoming calls. We called AT&T and there was some issue with our phone being switched over. We were told after numerous calls (hours upon hours) that we would have to switch back to a potts line thru AT&T for our phone service. For the past two weeks my husband and I are on the phone to AT&T customer care to get our phone working. It is January 2 and we still have no home phone service. Each day we call and get placed on hold, transferred and still to no avail. We had another tech come out on Christmas Eve that could not find where our number port had been routed to the pole. Again, call after call and no follow up. You cannot even call back to someone who knows your account. You are placed back in the que and the phone circus continues. Today, my husband called, explained the whole issue and was placed on hold for twenty minutes and then the phone line went dead. I called back, same story but was told that I had been on hold for over 30 minutes and they would have to call me back in regards to where the status of our service was. An hour has gone by and no follow up calls. It is a wonder that they continue to stay in business with this kind of service. No accountability, follow up or regard for their existing customers. Unfortunately, we will have to cancel our service, and file a claim. We cannot continue to pay a company for this lack of service and respect.
Holly
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