Several issues with receiver upgrade process
April 5 I ordered an upgraded receiver and requested 2nd receiver and wire drop for 2nd TV. Installation scheduled for April 7.
April 7: Technician shows as scheduled but has no receiver. Further states that no one does and that I need to contact ATT to have one delivered. I contact ATT and they state they will send another technician out on April 13 and assure me they will bring receiver.
April 10: Technician shows 3 days early instead and does not have receiver. He says his supervisor will contact me Monday April 12. He says he will put my order on hold. I contact ATT a few hours later on April 10 and repeatedly demand that receiver be sent to me. Those requests are ignored and not responded to. I am then told that my order was cancelled and would I like to issue a new order for a second receiver. I express concern that I will be double billed and that I never cancelled first order. Agent assures me that won’t happen, I reply agents have told me lots of things the last couple of contacts and none of them were correct. I tell them to leave order cancelled and to not send another technician.
In the mean time the upgraded receiver has arrived and despite being told by agent that it was plug and play….it is not plug and play. It takes a couple hours to get it up and running while on phone with technical support. The upgraded receiver is 9 years old too. Along with that we cannot get HD to work and closed captioning will not work. Technician says that may take a few days.
April 12: No call from technicians supervisor
April 16: I get an email bill notification from ATT that included the charge for the second receiver and increased charge for 2nd tv access. I contact ATT again and ask why I am being billed for an order that was cancelled 6 days ago. They assure me that I won’t have to pay the extra charges and that bill would update by end of day.
I tell them upgraded receiver does not get HD and given this would I still be charged early termination fee (ETF) for cancelling service. They state yes at $10 a month for 12 months. I express my shock that I have to pay ETF when the equipment they send does not function correctly. The agent says they will get a technician on chat to help with issue. I tell them not to bother that paying the ETF will be worth it.
On top of all of this...their website is not functioning correctly. Is anyone else finding this level of incompetence?