No help from ATT Customer Service Uverse TV and Internet.
I have been a ATT customer for over a year now. Going on 2 years. When I signed up I ordered the Fiber Service. The installer came out and was like well I have bad news you cant have Fiber at your address. He said I will have to install a different package . I agreed because at the time I did not have a choice. I was upset because the rep sold me the Fiber Package based on my address but nope I got the downgraded package. The price was exactly the same. I went with it. Over the first year we kept noticing a problem the our TV and internet going down all the time. I would call. Get customer service in some other country to perform trouble shooting and resets and it kept happening anyways. WE just lived with it going in and out constantly. I finally got fed up and spoke to another CS agent with ATT and they advised they would finally get a installer come out and check our systems due to the many issues. The new guy advised oh I see the problem . The new installer said... The last installer did the install incorrectly and its to far from the pole leading to the house and did not meet the requirements for my current package?! He advised I would have to downgrade to the lowest possible package due to the wrong install. I was like really?! So I purchase Fiber get downgraded , then fine out the installer did it incorrectly and now I have to downgrade again. I was fed up. I then called a CS agent with ATT. She listened to my story and never once said she was sorry for all that has happened, I was floored? I could not believe not one person with ATT customer service would take any kind of responsibility for everything that I had been through with there services. I was done. I was going to cancel but didnt. Not yet anyway. I thought I would give one last call and finally speak to a supervisor (TE ) who listened again to my long drawn out story once again. TE was horrible. He even said (when I told him about the incorrect install at my house ) That it doesnt sound correct. He advised Im not sure why the installer would tell you that if he did? He made me feel like a liar. I asked him what he thinks is fair for a customer like me who went through all that we did. He said Im not sure I understand. I told him ..ok how about a credit of some kind. Maybe a month credit . He rudely said not credits are due on my account. I was flipping out! TE did not want to do anything!!!! NOTHING !!! NADA!!!! Then I was getting heated and started to be that customer no one wants to talk too. I ask again for a credit and he said he would give me a 25.00 credit. I laughed!! I was just beside my self with the responses I was getting from him. After everything . I told him to keep his 25.00 and to go buy himself dinner and think about the customer he was loosing . Worst experience Iwe have ever had with any company. The bottom line it was not our fault and no one cared. No one Rep Agent, Supervisor. It was pretty sad. No one has contacted us back for any reason.
4 years ago
We appreciate you reaching out to us, we'd love to look into this for you here! To fully assist with this issue further, we will need to look over your account and billing concern in more detail.
I am sending you a private message (PM) to help in this matter. Please check and reply to my message. I look forward to your response and the opportunity to help you!
Yetty, AT&T Community Specialist