AT&T U-verse

I am a transplant to KC, having moved here from Minnesota, where I had Comcast. At the time, I thought they were the worst service provider possible. How wrong I was! I would give anything to pay $ 130 for ALL services and to have local, AMERICAN service help ²⁴⁄₇ again. U-​Verse has been a nightmare from the get-​go. I have basic service, no premium channels, a landline, and Internet. For what they charge me, I could lease a brand-​new Mercedes for 5 years. (Except I pay cash for my cars.) Every month, when I pay my bill, something in their system messes up my Internet Outlook. Naturally, they blame this problem on Microsoft, and it takes days to restore my connection so I can send and receive emails. I have gotten nowhere with this impossible company, and I am moving as quickly as I can to find a better carrier. I’m getting rid of my landline this week, and as soon as I can, I’m dumping cable TV. I can live with an antenna – and no television headaches – until I find a better solution.
I used to think AT&T was a good company. Now I can’t express enough negative things about them. Despicable, rude, incompetent, extravagantly expensive. I wish I could get a huge refund for the time and trouble I wasted with this company and its horrible services, and for the rudeness I have tolerated from their «customer service» and «retention» employees. How insulting to be thrown the occasional bone of $ 5.00 off per month!

I just experienced the worst customer service I ever have had and it was with AT&T U-​verse! They will ping pong you back and forth from one department to the next because «they do not handle that» I have spent over 4 hours on the phone and a month of back and forth and still have not resolved the issue. I believe as it turns out I was sold/​duped by the representative who set up my account about what I was receiving and what my options were. I should have just gone with Google Fiber like I was originally planned to do. Warning to all-​they are only nice until they have you under contract. Watch out, after reading their visitors post on Facebook, I am not the only one with these poor experience.

I still believe this service deserves a 1 star rating. However, when I went to my local store in person, they disconnected my service immediately and were apologetic. Staff in the store on state line near 80thish were great.

I agree with Tara from Overland Park (down below there) — they quoted me $ 52 on the phone for internet only. The bill came showing $ 67 and when I called to clarify she said it was $ 74! I’m done!

Our uverse wifi and cable went down the day before Thanksgiving. I’ve spent the last day resetting all the equipment. Called ATT «Customer Service» and they said the problem is on their end but can’t get a service tech out until Friday between 8 AM and 8 PM which means I’m stuck in a quiet house with no Internet for 60 hours.
Thanks ATT for a football free Thanksgiving and no black Friday. Oh and I’m going to guess you’ll be billing me for the 3 days I had no service

Great fiber connect in Lawrence. Great tech, while home connect. Only downside is high cost. 170/​mo with the discount contract and mid tier cable. Installers were great.

Been a customer for years and can’t wait to leave them. Increasing prices, choppy internet and cable service, and the wifi in house is weak and doesn’t even make it from one side of the house to the other. Go elsewhere if you can.

Awful… just awful. They quote you one price and then you get your bill and it is completely different. And if you stay one day over your contract, they will claim you «SIGNED» a new contract. I asked for this «SIGNED» contract (verbal or paper) and they told me they needed a subpoena. They are criminals. GOOGLE FIBER 2016. I CANNOT WAIT!!! I’ll finally be free of AT&T!!! I’ll be getting rid of their garbage phone service as well. I should send them a bill for the countless hours I’ve been on the phone with them.
PS. The installation guys are SUPER nice, Google fiber should totally hire them.

I live in Raytown and we chose At&T as our internet service. I have had nothing but PROBLEMS !! EXTREMLY SLOW SERVICE always having to reboot, restart call technician to have them come out to fix constant problems. I have spent more of my life in the last 2 yrs WAITING, REBOOTING, SITTING STARRING AT A FROZEN SCREEN, ON HOLD WITH CUSTOMER SERVICE, WAITING FOR TECHNICIAN. Down right CRAZY it shouldn’t be like this in 2015. There are more options for service, SHOP SHOP SHOP around don’t get hooked in for their low cost deals you pay for what you get. It’s worth paying more for better customer service and better internet. Switching ASAP can’t handle the headache and all the time they have taken away from my life.

Horrible service. If you enjoy slow internet speed and crappie TV reception than this is the company for you.

Avoid AT&T at all costs, I would classify them as a Criminal enterprise.
I signed up for cable and Internet with them since there was no other service provider in my area. I told them I would pay about $ 100 a month, they gave me a bill for $ 150, I reduced my service and the gave me a bill for $ 186. There customer service people are in the Philipines and have no authority to solve any issues.
This company is less than zero.

I give AT & T U-​Verse 1 because I cannot give it a zero!!! Every month my bill is higher than the previous month. I call every month to get them to send a credit. I locked into a contract based on it being a certain price for 12 months but they now tell me that my price is going up!!! I will NOT be signing back up with AT&T!!!

What is WRONG with the phone reps and the diabolical sales trainers? There is something warped about this big corporation’s business ethics. I’ve been in sales for years and me smells a RAT every time we have to deal with this company. After 9 years with AT&T cell service, and the run around with lowering my bill, I finally was able to snag a ‘Supervisor’ on the phone which really just means, «Better trained in snake-​oil sales». Being in sales myself… I didn’t by their bottle of «Empty». That was over 5 years ago.
Fast forward to 3 months ago. My husband who is in charge of our home TV and Internet service calls to lower the bill which had popped up to $ 200.00. (Promo was over). He gets it lowered to $ 103 however; when the bill comes it’s $ 187.00. He calls AT&T again and the rep gets it lowered to $ 103 again and THIS month when the bill arrives, it’s $ 200! WTH! We call back and the first rep says he’s reading the notes from the previous two months and indeed, there is a problem but he doesn’t know what to do. Five minutes later, we get the phone call back from what we were told would be a Supervisor. She goes on with a lame sales pitch (remember, I’m in sales) attempting to get my husband to accept the $ 200 bill because of all the awesome channels we don’t want or need. He’s got her on speaker phone and frankly, I’d had it after 7 minutes of her ‘pitch’. I told her that her training clearly sounds like a ‘Bait and Switch” and this is not what we are asking and we’ve made it clear what we need and expected the last two months. I ask her to scroll back in the notes since the last rep told us he could read them, I expected her to see what he did. She pauses and tells us, «There are no notes.» I tell her either he was lying or she is lying. Whose the liar? …and «Are you a supervisor because that’s what we requested»… she finally answers, «No.» Who knows if she’s telling the truth?
As if reading from a script, she continues with her plan to get us to accept the $ 200 monthly payment. Wow. I asked her if she’s really content with her job, accepting a pay check to bait and switch customers. No answer. We are now with Comcast. Our bill is what we had asked AT&T for, double the internet speed, HBO and Showtime ~ more than we asked for. AT&T is working from an old psychological model of arrogance when they did rule, but that was over a decade ago. Wake up AT&T, the people do have choices.

This service was a bust. I chose them over a competitor originally because of their lower prices. Everything went well until the technician didn’t show up for the first installation appointment. When I called the agent said they moved my installation back from that weekend to the following Monday. I was very irritated because I work M-​F 9 – 5 and had to beg my boyfriend to come over after he got off at 6am to «technician sit». The technician showed between the three hour window (barely). After a few hours I receive a call from my boyfriend saying he’s been waiting over 2 hours for the tech to return. He said the tech came over, unloaded some boxes and left. I called the tech’s number and he said he had my address wrong, needed to change it and create a new ticket and said he’d be back the next day after I got home from work. Well he never showed and when I called apologized and said he’d come that Wednesday… and NEVER showed! The guy’s excuse is he worked 9 hours and was tired. Well woop-​dee-​do welcome to the adult world! So I call back very frustrated and they schedule me for an appointment that Saturday (note they had the wrong bundle and the idiot agent said they «don’t» honor build your own bundles and tried to charge me $ 40 more than I was quoted and dropped the HD box, etc and tried to lower my internet!). Tech NEVER showed! I was so upset I put all of their crap in a bag and in a box and nearly tossed it outside. I called and made them cancel all of my services/​orders and they asked me to drop their merchandise off at a local UPS and they’ll box/​ship it free. They better or it’s going in the trash. I went with their more expensive competitor because I am so annoyed. I will never use AT&T for anything ever again.

I went with Uverse initially because of the incredible deal they offered me. About 88 bucks for internet, 200 channels and all movie channels plus rebates and coupons for local businesses. The tech showed up without a drill… yes, WITHOUT A DRILL. Oh, but he came with plenty of zip ties!!- which will come later in my story. Before he (we’ll call him Fred) could do anything, he had to call a fellow friendly tech of his to bring a drill, since Fred forgot his OWN DRILL, which took 45 minutes for him to show up. When Freds friend finally came, Fred proceeded to drill 3 holes thru my basement drywall, we call this the ‘3 holes to nowhere’, because Fred was just drilling holes incase he may need them because his friend had to leave with said drill. Fred proceeded to snip all time warner lines so his very small phone line that he wired thru out my house would fit into the already existing and nicely caulked up hole that a time warner tech had made years back. Fred had to run a new line thru my basement, then thru the wall to the garage, then thru the wall again into my living room. While Fred was doing this, he damaged my house alarm line by pulling it out of a drywall seam to fit his own line in. Then Fred draped his phone line over my garage door threshold to which I said «Fred, I don’t want this just draped over my walkway, I prefer it to be brought over the door frame and secured THAT way». Unfortunately, Fred must not have understood what I meant by ‘secure’, since all he did was rest it on top of the door frame then zip tied it to my garage door electric line, pulling it away from the wall entirely. Then Fred draped the line over my garage fridge and let it fall off the side of the fridge onto the floor with literally feet and feet of extra line just laying on my floor. Then he fed the line thru the drywall to our living room. He didn’t put a junction box there, he basically just left a hard wire coming thru a hole in my living room, then hooking it to a junction box that he DID install 5 feet away, but seriously crooked. So there wound up being 5 feet of wire in my living room coming out of a hole in my wall that my two year old could literally pick up and pull in the access wire from the garage, which is a HUGE liability FRED! When Fred hooked up the internet, he never even turned on my computer, Fred had promised it worked, which in the 18 hrs we had uverse, never worked. The entire EIGHT HOURS that Fred was at our house, we had been in the process of moving our belongings into our brand spanking new home from the moving truck, So I couldnt babysit Fred for that EIGHT HOURS. Most of these things we didn’t notice until we lost service the next day at noon. I decided to investigate and realized that Fred zip tied everything. Not the fancy zip ties with screws in them, nooooooo, he used cheap zip tie, a cheap plastic tiny zip tie. The entire line in the basement is zip tied. He piggybacked his line onto our gas line– That’s illegal FRED! ILLEGAL! Then we found that Fred left a bunch of trash outside next to the hole that he didn’t caulk back up either. Leaving that hole completely open to the elements, meaning WATER DAMAGE, FRED! He was also on the roof for part of the time, Im not really sure what Fred was doing on my roof. And now I have to go onto my roof to make sure Fred didn’t zip tie or neglect to caulk something up there too. Oh and he also left a wire draping over the basement stairs, which you had to actually lift your legs to step over, also a liability, Fred. Needless to say, we canceled and made a complaint. Dearest Fred, you ruined Uverse for us, you took advantage of the fact that we were not looking over your shoulder, you took shortcuts and actually committed illegal acts. Shame on you for not doing your job during the installation and shame on you for damaging my house. Im sure you don’t own a house since you looked like you were ten, SO maybe you have no idea what it feels like to spend 200,000 on a house and have a complete stranger come in and assure you that «they know what they’re doing». Never again.

I currently have internet & phone service through AT&T and have been a customer for several years. I received a notice advising that I will be transitioned to AT&T U-​Verse so I called the phone number listed. I indicated that I was interested in the current promotion and asked what I needed to do. I just needed to make an appointment to have the equipment installed… Saturdays would be best. Oh no, apparently it is not not simple. First you have to choose a 4-​digit PIN, then you have to pick 3 security questions, then you have to provide your email address, then you have to provide your date of birth… REALLY AT&T You have all of my information, I was even able to provide my 3-​digit ID# (from memory) and you still need to put me through this TEST And «no» I can’t schedule this appointment on line. WHAT IS GOING ON. Why put your customers through this. And no, I was not fighting you tooth & nail as I was accused of. All I needed to do was to schedule an installation appointment. I was not expecting to be tortured. I do not as a customer care that you are in Kansas and that you don’t have access to my information. I just need to make an appointment. UGHHH!!! I will have to relent and opt to get service through my local cable company. I guess «the notion of «good customer service» is an outdated one… my apologies I had no clue.

Disappointed beyond belief in this service! Our timeline below.
June 6 (? On exact day) … we agreed to
* switch our TV from Direct TV to UVerse
* cancel our home phone
* switch our AT&T internet to UVerse package
Th 6.19
11:00 am — indoor tech arrived — worked until 6:30 pm. No internet. No TV. Stated problem was outside.
F 6.20
9:00 am — outdoor tech arrived — professed to have fixed problems
5:30 pm — indoor tech arrived. Worked until 9:10 pm. No internet. No TV
Sat 6.21
8:30 am — outdoor tech arrived — professed to have fixed problems. New underground cable/​line. They will come back to bury cable/​line in 10 days (by July 1, 2014).
1:00 pm — indoor tech arrived — TVs and internet worked as of 6:30 pm when he left
Mon. 6.22
Received phone call from office of president (Robin). She was appalled at service and issues and would get back with me.
Tues. 6.23
Wireless issues in home office — printer not receiving signal
Wed 6.24
Unable to connect wireless devices on 3^rd floor
Mon. 6.30
No internet /​email on main computer in office; tech arrived and fixed the problem.
? on date
We were promised a measly $ 75.00 credit for all the hassle; however it would not show up on our bill for 2 to 3 months. (unacceptable!)
Wed. ⁷⁄₁₆
Phone line had not been cancelled. Just spent an hour on the phone with them being transferred here and there … phone is cancelled. Balance is 0. (per Mindy/​Rhonda … canc #D420791)
Then transferred to UVerse … no request was ever submitted for burying the cable. It will be another 7 days at least before cable is buried. (BTW … rep told me if I want to call back and confirm tomorrow, they would welcome that. I suggested they do their job and follow-​up on my behalf. She was hateful.) Worst customer service I have ever experienced.
Tues. ⁷⁄₂₂
Cable has still not been buried. It is strung across our patio and along our neighbor’s fence. Honestly … it looks like the Beverly Hillbillies.
Additional notes:
* We were promised all of our tv’s would be HDTV. Now, we find that only 3 at a time will work. This was not mentioned to us.
* Our upstairs (3^rd floor) internet is still very hit and miss.

Not good. Digital cable service in Overland Park comes in and out quite frequently. Internet speed is the worst available. I’ve called multiple times due to inexplicable rate increases. I would avoid if possible.