Beware of salesman selling AT&T U-verse service. I am a small business owner and work out of my house. I was told by a contract salesman that I could port both my business and home phone to U-verse plus get the same internet speed and TV for about the same price as I am paying now. I made it very plain that it was my home phone and my business phone that I wanted to port over to U-verse. I was told no problem. They told me how much it was going to cost and I was pleased. I have had 25 years of doing business with AT&T so I thought I might get treated right, boy was I wrong.
The install date was setup for Sept 23. Of couse I could not leave until he showed up and had a service call I needed to go on. He was late and said everything should be installed that day. Oops! AT&T repairman from an earlier time didn't happen to bother to report that I was on a different cable pair then what they thought. That meant that a different repair person had to come out and fix the problem. He was going to arrive in the morning and get me fixed up. Morning came and no repairman came. I called at 11:30am to find out what was going on. I was told that a repairman was not scheduled but they would have someone come out between 3 and 5 pm. Great another day wasted. He showed up and fixed the problem and even put a new cable between the junction box and my house. Someone would be out in the next 5 to 10 business days to bury it. Then he told me that a installer would be out to finish the install. Silly me. I thought he meant that day. When no one showed up I assumed someone would come the next morning. No one showed up so I called at 9am to verify that someone would be coming out today and installing it. I was told by AT&T that because the second repairman had to come out and fix the cable pair mess up that it would be 3 to 5 business days before AT&T could schedule another installer to come out and complete the install.
A plus for AT&T, I called the managers number I was left with and explained the problem. Karen was very helpful and called in a favor for me and was going to try and get an installer out that day. She did as promised and an installer showed up just before 1pm. After I explained what I wanted and helped him figure out the phone connections and where the TV connections were, he went about installing the lines and equipment. About 6pm when he finished he couldn't understand why the TV and the high speed internet were working but not the phone service. After making serveral calls he found out the porting the phones over was blocked by engineering and he couldn't help anymore. So that wasted another day. After speaking with a rep from AT&T I was told that it would take 5 to 6 business days to get the phones ported over to U-verse. This meant that I would be out of phone service for 7 to 8 days because why should the customers expect service on the weekends to cause AT&T problems, The installer (Ivan) was very nice and ran some more wiring trying to get my phones to work since it would stop any customers or friends from calling since none of the phones worked. Now the phones worked but there was a beeping noise on both the phone lines that could be talked over but was annoying. A service call was setup for Saturday around 6pm to fix the problem. This was Friday 25 Sept. I had spent hours waiting for the AT&T people to show up or calling to find out why they weren't.
Saturday 26 Sept. I thought I would try and find out what was going on with having to wait 5 to 6 business days to get the phones ported over to AT&T U-verse. Surprise surprise that couldn't do that. It seems that a business phone can't be ported over to a home U-verse account. Every time I called and talked about what I wanted and to the salesman I always explained that I wanted both phones lines (home and business) to be ported over to AT&T U-verse.
To say that I was upset is an understatement. I told them to cancell the U-verse and put things back the way it was before. They had no problem in shutting down U-verse in about 5 mins but I would still have to wait until the repairman came out to get rid of the problem with the phone lines and no it will be 1 to 2 business days before I could get DSL turned back on. This didn't help my mood or my attitude towards AT&T, needless to say I was steamed. This only took about 2 hours on the phone and the last phone call lasted 1 and half hours. During that time I was told that there was no way I could get both phones ported to U-verse and I had to take the equipment to UPS to have it shipped back and no, no one could come out and pick up the various items the installer had put in.
At this point I guess AT&T was hoping that I would give up and say go ahead and leave U-verse in and leave my business phone alone so that AT&T could get another $50 dollars a month out of me. Is this a scam they are pulling on the other small business owners also?
Yes and no one could come out and reconnect my TV back the way it was so I could at least watch TV from my antenna again. The repairman came out and fixed the noise problem with the phones and after I spent sometime trying to figure out how to put the DSL modem and router and switch back the way it was and making more calls to AT&T I was able to get my DSL back up. This was the end of the day Saturday 27 Sept another wasted and completely frustrating day spent trying to get things back to the way it was before AT&T showed and screwed up my phones and TV.
Sunday 28 Sept. No, no one could help me but if I call back on Monday I need to talk to sales and see about having the equipment picked up and talk to them about getting my TV reconnected. If I hear one more "I am sorry for the problem" I have really considered ripping out my phone and finding at AT&T person so that I could give it to them and I don't mean handing it to them nicely either.
Monday 19 Sept. Sells hung up on me and the second time they transfered me to Risk Management to find out about resolving my problems. I will be getting a call back in 1 to 2 business days about what they can do and by the way I still need to take the equipment to UPS and no, no one will come out and pick it up. If I don't return it their way they will charge my account. So far no call back and no resolution to anyting. I still don't have TV service. I have to take the equipment to UPS and they are still very sorry grrrrrrrrrrrrr.
A supervisior came out and talked to my wife while I finally had a chance to go on service calls after wasting 4 days and he said he was sorry for the problems. My wife said if he ever talked to me, never say you are sorry. He then asked if I was steamed and she said very steamed. For some strange reason I don't think he will come again espcially if I am home.
I have tried to find some other company to handle my phone service but it seems that AT&T has a monopoly on the phone service to my house and I can't get anyone else to handle the phone lines. This just made my day. I would be willing to pay more just so I can some company other than AT&T to handle my phone service but not such luck. I have to be stuck with "I am sorry .... " from a completely sorry company that doesn't care about their customers and how to take care of them.
If the salesman hadn't lied to me or the person taking the order had said I couldn't port my business phone or any the 30 or so people I talked to from AT&T before the U-verse install was started or in progress it would have been nice or said at the begining that I couldn't port my business line I would have not wasted the 4 plus days and the frustration of dealing with AT&T. Sorry 4 plus days and hours on the phone.
It is now late 5 pm on Monday Sept 29 and no phone calls back yet and no TV. Gee it is so nice to having a caring company taking care or my problems after saying that if it doesn't work we will put everything back the way it was.
More to come to let everyone know how it turns out.
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HEY I TO HAD THE SAME BAD EXPERIENCE BUT IN A DIFFERENT WAY THE SAME OLD STRUNG OUT BS BUT THEY PROMISED GIFT CARDS TO PAY FOR CANCELING TIME WARNER CABLE THEN LEFT ME WITHOUT TV FOR A WEEK CUZ THEY CUT THE CABLE LINE TO INSTALL UVERSE BUT THE INSTALLER SNUCK OFF WITHOUT LEAVING BOXES OR ANYTHING BCUZ HE BROKE ALL THE SIDING ON THE SIDE OF THE HOUSE AND THE BACK WHEN HE WAS USING NAILS TO RUN THE LINES WHEN I TOLD HIM TO MOUNT THE LINES TO THE WOOD UNDER THE ROOF.AND THEY KEEP BULLSHITTIN ME ABOUT RISK MANAGE MENT COMING OUT SO THEY CAN GET IT REPAIRED.THEY STILL HAVENT REPAIRD IT or givin me my 200 in gift cards THEY ARE A BUNCH OF LIARS IM TAKING THIS TO MY LOCAL NEWS THESE BASTARDS NEED TO PAY. SO YOUR NOT ALONE. SINCERELY, RANDY DIRTYSOUTH210@CLEAR.NET
Oh yeah we had a similar issue with being LIED to by the salesman! The guy, wearing and AT&T badge, shirt, and driving a car with an AT&T logo on it came to my door. He told my husband and I that AT&T would cover the cost of leaving DISH. We told him that the only way we would leave is if the would cover that cost. We told him that we would need the money in the next month because we didn't want to go into collections or have a 30 day late put on our credit report because of this. He told us that they would take care of us. Fast forward to installation day, I wait through my four hour window and like EVERYONE i have read complain about Uverse...they NEVER showed. I called and was told that we weren't even scheduled. They told me a person would come out the next day. Next day's four hour window came and went. I called again and again...oops sorry the manager "pulled a favor" and got a guy out to my house the NEXT day (three days after my initial install date). We were ruffled but hey things happen right?? So we wait a month for our gift card to come in the mail. It was a $200 to pay off DISH. Guess what it never came!! We called and were told that we had to CALL them to get the card and it wasn't just automatically sent to us as the Salesman had said. So we asked them to send it. Sure they told me...in 6 WEEKS!! I told them that the reason we changed over is because we were told that they would pay off DISH the next month. Sorry they said I guess you were lied to. Lied to? I asked. This person is your employee! I had all of his credentials. Down to his employee number and company cell number. I gave this information to the person I was speaking to. Oh they tell me, he isn't an employee of AT&T. He was hired by another company to door to door sell. What that does is allow him to make up just about any story he wants about what AT&T is going to do for us and neither AT&T or he is liable for the lies. So we had to work a plan out with DISH because we didn't have the extra cash to cancel their service but we already started paying AT&T their 150 bucks!! Well the service plain sucks. The HD is mediocre at best. The sports channels are pixellated when there is too much action. My TV freezes more than my satelite ever did. It even goes out when it RAINS!! WTF!! I was told by the lying salesman that i could cancel my phone, internet or tv at anytime and it would not be a breach of contract. WRONG!! I can cancel everything or nothing at all. I can't use my phone because AT&T SOLD my number and I get sales calls all day!!!! I could pay their monthly fee to be 'unpublished'. So I'm stuck with a home phone I never use, a subpar tv watching experience, internet that is sufficient but NOT fast...my PS3 has never run slower!! And hours upon hours of my life wasted on hold or navigating their awful phone system to speak to a human!! Now they keep digging up my front yard, I have hub in front of my house. Every time they come the hole is 8' wide and about 5' deep. I understand they have to work and I was unlucky enough to get a hub but they leave it open for weeks at a time!! I have small children and their plastic fence they put up is sad! I can't wait to say ADIOS to AT&T. I will NEVER be their customer again.
Here's my problem with ATT: I have contacted att several times about my bill and why is was so high, the last phone call the service rep said he could reduce my bill by at least $100. So I said sure as long as I am not incurring fees to change the service. Att rep. assured me there would be no fees, I asked about cancellation fees and he said that I had been with the other company long enough that I should not have any cancellation fees and he also told me he would cancel out my account with Direct Tv (seeing how I was in a bundled plan and Att paid my direct Tv bill).
I received a bill from Direct Tv for the month of November which seemed odd seeing how the service had been cancelled. When I called Direct Tv they informed me that noone cancelled the service and I had to pay the bill of $99.15 as well as a cancellation fee of $280. Both of those fees came as a complete shock to me seeing how I had inquired with att to make sure I wouldn't incur any fees!
I called att 12/3/11 and spoke with various cs agents who told me there was nothing they could do about the fact that I was scammed by their sales associate. So now I am wondering who I go to so I can get the money to pay for the fees that Att told me I wouldn't incur? I feel completely helpless because I depend on Att for my phone service plus if I cancel the new plan I'll get stuck with another cancellation fee! How do people keep from getting scammed isn't there anyone who inforces the law? I always thought that fraud was illegal and I believe scamming is fruad. Att completely misrepresented themselves to me by lying about the fees I would not incur.
I had a very similar experience...Here's what you do. First call the local media, I'm sure one of your local TV News people does a consumer aid segment and would be willing to report the story, second file complaints with the BBB, The State ATTY General, the FTC, and The FCC, as well as your local Chamber of Commerce. Keep on them and look into an Atty who does Class Action, I would be willing to Join as a plaintiff, Rev Will Mills. firstname.lastname@example.org