AT&T U-verse

After being U-​Verse customers for nearly 11 years, we’ve reached the end of our rope. So tired of our bill changing and constantly needing to call them throughout the year to seek out new «promotions.» It’s simply not right. Our bill increased by $ 50 last week and I spent about 4 hours either online chatting or sitting on the phone with various representatives (one of which was overseas and I could not understand him at all). Eventually I ended up with their Loyalty Dept and «Theresa» worked on getting our monthly rate lowered for us. She said the best thing for us to do was allow her to give us the «new customer» discount for our TV and internet, and we needed to also get into the bundle for home phone — even though we wouldn’t be using it at all. She told me our monthly bill would be just under $ 104/​month starting with the next bill and also was kind enough to credit our account $ 75 for the last 2 months of increased bills — a welcomed blessing after all my frustration. To my surprise, however, when the Confirmation Email arrived that evening our first bill is set to be a whopping $ 156!!! Our supposed $ 75 credit is nowhere to be found on the bill summary, either. AND there is even a $ 49 ACTIVATION FEE listed, even though we’ve been customers for over a decade!!! It’s more then ridiculous, all of it. Since this new order is officially «pending» and set to begin later this week, I will be calling U-​Verse today to CANCEL our entire order and get rid of U-​Verse services altogether. Their product may be top-​notch, but their customer service and billing department leave MUCH to be desired. We’ve decided to switch to Time Warner for our internet connection and get away from cable completely, just to enjoy a simpler life of antenna TV for a while. Sick of jumping through hoops… :(:(

What a bummer. We had to bundle with them for phone and Internet when we had directtv. Now we moved and can’t get directtv so we got their whole u verse thing. We got a crazy cheap promotion for the year and are paying half the price so I’m loving that. Also paying for the second highest internet speed they have as I work from home. It’s either the service or something with the equipment, but this is the worst internet I have ever had. It’s like living out in the country again with how slow and unreliable this can be. And the installation… I’m leaving s picture of what the guy did. Not happy at all.
Update ¹²⁄₂₆. After several mystery bills where they charged us several hundred dollars and the same crappy internet with no resolution at all, we’ve decided to cut our losses here. Had several techs out concerning the Internet since this first review in November. Still not much satisfaction. The one manager told me that 30 Mbps is within the 40 range I pay for. I’ve never gotten over 30 – I’ve checked all times during day and night. At night we typically go down to 2 – 5. I told him I will be paying my bill according to that same range – anywhere from 15−75% of the range of what I should be getting and this paying. I’ve spent hours – literally – on the phone with them over mysterious billing issues and over internet issues. I’ll never do att again. Ever!
PS: one of my favorite troubleshooting moments was when the guy had no other suggestions to try and my internet was still about ²⁄₃ of what I should be getting. He tells me it must be my laptop. I was getting the same speeds hard wired as I was with wifi. Still, he said it must be my laptop though and could send a tech out to look at this for $ 60 or so. First, I have a MacBook Pro – one of the finest computing machines available. Second, no att rep is going to look at my computer. And he was going to charge me!!! When I spoke to a manager later that day they said they could not believe he would say that – this call is recorded for quality assurance, so you can check, which is what I told them. My issue still hasn’t been resolved… my internet was still running about 20 – 15 Mbps throughout the day with no troubleshooting from them working. Finally after the third call that day they guy offers to comp me the usage for the day. Really?! $ 5. My internet still isn’t fixed. I spent 3 phone calls and two and half hours on the phone with you today, and for all of that you are going to give me $ 5 and still not fix the problem. That was the final straw for me. They did end up comping $ 20 or something like that. But for this level of service from the Internet and from customer service, I’d pay them to not have to have this in my life anymore.

I’ve now had att internet in Michigan and Ohio. We have the highest speed available and are unable to stream live movies or use Netflix. I frequently turn off the wifi on my phone when I get home because it is so slow the Verizon network is much faster. It’s also not any cheaper than the other services and the customer service is awful. The people are very friendly but I’ve averaged about 30 min waiting to get someone with the longest wait I’ve had 52min. Crazy! They will answer right away if you’re trying to arrange new service.

We’ve had AT&T for internet and television for 5 years now. They hooked us up even before they had truly expanded into our area and I was happy with them for a long time. Lately though they have been acting up too much. Television loses the signal (and it’s just one TV) right in the middle of a show and the internet has been dropping too. Their customer service has been great but this dropping signal is a pain in the butt! Plus they are pricey…
If they were available where we’re moving too we’d probably continue with them but alas we will have to find a new provider.

The worst customer service I have ever had the nightmare of dealing with. I only had there service for 4 months and had to cancel it. In the first two weeks alone they had to come out twice to fix the service and then a week later it goes out again and then they say it will be two weeks before they can get a tech out to me. So for the first month i was only able to use about a week and a half of their internet. When i finally was able to get somebody on the phone he told me he would waive the first months bill which I was cool with.
A month goes by and i receive a bill with late charges. So i call and explain the situation to them about I was supposed to get the first month free. She waives the late fee and the first months bill and I pay my bill everything’s good so I thought.
The next months bill comes and what do you know more late fees. So I call back again pissed off. An all the person can say is no one left any notes on your account about the first months bill being waived and there’s nothing they can do about that or the late fee’s. The bill was over $ 220. At this point I am so angry. I told them to turn off my service and i’ll go find another provider that won’t dick me around. The experience I had with AT&T was a complete nightmare and I do not recommend them to anybody.

I have a business account with AT&T. They’ve been billing me for a phone line that should have been disconnected LAST YEAR! Their business services are a joke, just to talk to an agent instead of a robot I sometimes have to call the consumer number. When they look up the account, of course they’re not billing me for the line because for whatever reason it’s set up as a separate account. But the bill comes in next month. Guess what, they’re still billing me. Talked to an accounts manager who left me a voicemail and then closed my case without any resolution. They’ve now billed me for over $ 200 I should never have gotten charged for.

If I could give no stars that would be more accurate. 16 days and counting our cable and Internet have been out in Columbus Ohio. I have never, not one time, been contacted by anyone with an update although I have contacted them repeatedly. I have been given a different story each time after being asked the same questions and being on the phone for almost 39 minutes each time. Today’s reason was that the system notes said someone had to come out and mark the lines-​this was done a week and a half ago by the utilities guys — there are orange and red flags from the road al of the way around the yard a yet another lie. I told the guy obviously it was a holiday weekend and last night someone chose to lie and go home early. The answer was well all I can tell you is what the notes say I can call them on Monday and call you. Will be almost three weeks. Somehow they could call everyday to try to get me as a customer but now no calls. Do not for any reason get Att uverse if you have to rely on Internet you are screwed. I will never go back to this company when this ordeal is over, ever.

Not sure why there are such poor reviews, I actually like U-​verse
One thing that people may not understand about U-​verse, is it’s not cable, it is IPTV, VoIP and DSL internet over VDSL (Very-​fast Digital Subscriber Line), and as such, it has limitations over Cable (but also has improvements over Cable), and given how VDSL works, everybody will have a different experience
VDSL is limited distance from the VRAD (Video Ready Access Device, similar to ADSL’s DSLAM or Digital Subscriber Line Access Module), Fiber is ran to the VRAD, then delivered to the crossbox (the neighborhood phone connection box) via twisted pair phone cable (similar to what an Ethernet cable is made out of, just less twists per foot), you then have a dedicated pair (or pairs depending on how many lines) that runs to the NID or phone box on the back or side of your residence, it then uses either CAT3, or more typically CAT5 (AKA Ethernet cable) to an RJ11 phone jack (typical phone jack) which is then connected to your Residential Gateway/​VDSL Modem (Coax can replace the phone cable, but phone cable is preferred)
The reason why some people may be having bad service is because they are too far away from the VRAD, the longer your «loop length» the more your signal will degrade, meaning less signal the further you are, with less signal, you get less services, say maybe only 2 or 1 HD channels at a time
IF YOU HAVE LIMITED SERVICE, TRY TO REQUEST PAIR BONDING, pair bonding uses two pairs (4 wires) instead of just one pair (2 wires), this should increase your signal, and possibly give you more HD channels
Personally, when compared to TWC, I find U-​verse to be leaps and bounds better, being a former TWC customer, I had a horrible experience with their DVR, Cable modems and overall service, not to mention I have a huge distrust for TWC’s installers (both in house and contractors)
Now like I said, U-​verse does have limitations compared to Cable, and I have issues with my connection time by time as well, but the channels and features I get out of it way outweigh the limitations I have
I believe that most complaints for U-​verse stems from the inexperience and lack of knowledge of how VDSL and IPTV works, and people expect it to work like Cable, thinking it is Cable
That said, WOW! does give at&t a run for it’s money, so for those who can’t stand U-​verse, WOW! may be a viable option

This company is pure b.s. I called to receive their service last June 2014 and they no called no showed on me 3 separate times! I then had to transfer out of my apartment in the LC community to a new apartment due to a facility issue and when I called to transfer my service, they scheduled a time to be to my new location to do an installation transfer. That date comes they no call no show again! So I called and spoke with 2 separate people, both of whom were equally useless, and explained that their company has no called no showed on me 4 times now in less than a year! I asked to speak to a manager, they don’t do that. I asked to speak to a local area manager, they don’t do that. They keep giving me a run around. Then, they tell me the next available appointment isn’t until 3 days later!!! I have to now take a 5^th day of time off to compensate for them!!! I explained that and all they offered was a $ 25 credit… B.S. And the last person I spoke with could not guarantee someone would actually arrive on a new date because SHE ISNT WITH THE SCHEDULE DEPARTMENT! Asked to speak to that group, they don’t do that. I also explained to them that the last resident of my apartment had their product and left it in my apartment! It is still hooked up even and everything so my installation should be a breeze and they still don’t care! Only answer you receive from them is «I’m sorry to hear that.» Spoke with 2 of my neighbors and they gave me the same story about AT&T before I told my story! This constant delay hurts my job and my ability to contact my customers for the business I am in.
This company does not value anyone’s time nor do they even begin to be honest with you. You get a constant run around. It’s a pure shame that AT&T service level doesn’t match their product level. Product is great… service is garbage. My recommendation to anyone reading this is NEVER go with AT&T U-​verse. They simply don’t value anyone as a customer and they don’t have the decency to call and tell you their about to screw you over.

This horrid company calls me 15 times per week every week trying to get me to buy U-​Verse since I switched from it to WOW! Consumer: beware! They do not stop their harassing calls no matter what you do. I registered for FTC’s Do Not Call, I filed Better Business Bureau complaints, and so forth. I called them repeatedly. Nothing — and I mean nothing — makes it stop. If you are not getting these calls but are thinking of using AT&T, just remember that if you ever make the mistake I did, you will pay. Beware!

You told me that my cable would be back to working condition in 24 hours. Here it is, past the 24 hour deadline and you state that «you’re still working on it.»
Continue to work on it, while I start looking at new cable options.
Don’t contact me. Your canned messages show me that you don’t care about your customers.