The FIRST PROBLEM: I had ordered the installation of U-Verse from AT&T along with an upgrade Internet Service from DSL to Pro. The service guy said it could not be installed because my 3-prong grounding wire was upstairs and my computer was on a different floor. Didn't understand why this was going to be a problem since there was going to be TV's wired on 3 different floors. He said he had to cancel my installation until I had my outlets near my computer grounded. Found out from friends that had U-Verse that they did not have their box connected near the computer and that the first installation guy that came out told them the same thing but the second guy said it was not a problem. So I called. First I was told the "box" had to be near the computer. The next person said it had to be near the main DVR box or the computer. The next person said it had to be by the main DVR box. All 3 answers came from one call after being transferred around when I told them how friends had theirs connected. Still do not have a set answer. Was told to setup installation again and see what the he next guy says!
The SECOND PROBLEM: One week (Friday) and exactly at the time my service should have been installed but was canceled by the AT&T guy, my DSL Internet service was turned off., I was on the internet just before. When I seen the time, I figured it was because I was "suppose" to have their new service and figured that was why they turned my old service off. I called, told them what I thought happened and was told, "that could not be the problem". Went through their "line testing" and was told there was a problem with the wiring either in my house or from the pole. Was sent to a tech. Told him my same thought as to what happened, was told that could not be the problem. Had to send out a tech. Tech came out the next day (Saturday). Check my house, outside, the pole and their service box. Asked if I had U-Verse, said no and told him what happened. He said I would not be able to have DSL and U-Verse, something about a confict in the wiring. Said he verified I had U-Verse according to his office and that would cause my DSL to be disconnected. Couldn't do anything until billing was open on Monday to verify! Called on Monday to verify what time they would be coming out. The phone rep did not show a "ricket" so I had to go thorough the reporting problem again. Advised what the tech told me on Saturday and was told, "they could not be the problem". Again was sent to a Tech. The first thing he asked was did I have U-Verse. Told him no and explained again. Asked me to hold and a supervisor came on the line. He explained that it was showing that I had U-Verse and that to have it, my DSL would have had to be disconnected. Explained what happened. Told me he had to call me back. He did but explained I had to tell billing that I wanted to cancel my U-Verse so he could fix the problem. Billing insisted that I had U-Verse and that if I canceled I was going to lose my TV reception. She then told me I didn't understand that I was canceling my TV service! It took me having to raise my voice that I do not have and want whatever she shows canceled. She responded that she would have to not my file so I could not complain when I lost my TV service!
When I called to complain, after my DSL service was restore I was "thanked" for being a long time customer, I have been with AT&T for my phone for over 35 years, 10 years for my cell phone and 5 years for my internet. She responded they appreciate my business. I asked if they felt I should be compensated for the problem they caused me and was told that they again, appreciate my business! Asked to be transferred to someone I could file a complaint with and was told "it wasn't necessary, she will note my displeasure". Wasn't good enough so she gave me an addressed to write a letter to. Never heard anything back!
Changing emails and phone numbers are hard with my job and I feel they know that so don't really care. Hope others can deal with the change and not take what AT&T doesn't offer in customer service. Longevity means nothing to them, that is for sure.
Michelle..
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