Another nightmare on U-verse!

On Friday August 1, I arrived home from work with my dinner and blizzard ice cream ready to sit down and enjoy my night watching TV. After I get settled in I turn on the TV and get a blank screen with an error message that says client disabled client exit. Thinking my box needs to be reset, I unplugged everything and then re-plug to reboot. Still get this error message and see that my modem is blinking red.

Placed a called to customer service and the rep transferred me to Kevin which tells me my service has been cancelled, I said by who, not me I just got this service in April. He places me on hold because he needs to do some consulting. He comes back and says its AT&T fault and asks me had I any intentions on moving I state no. He then says in order to restore my service, AT&T would need to recheck my credit first, and I said no you are not, its not my fault and ask what happened. He does not know but states the only way to get it restored is to have my credit checked again. I asked for a supervisor. Ty comes on phone and I apologize and let her know I’m upset in advance. Filled her in on my service being cancelled and she said let her see what happened.

Turns out someone is trying to get new service at my address and I asked was someone using my name to get service somewhere else and she say no at my address. Confirmed I lived here and that there were no vacant apartments in which anyone was moving in, she stated there was an order placed at my address and because there was existing service already they called the property leasing office and was told I had moved and to cancel my current service.

I asked for the number, which she gave me and had to contact the main number. The bookkeeper confirmed I am the current resident there and have a lease with them, there was another person with my exact name but spelled different but had moved on June 30th.

Back to the manager Ty, she's trying to find out whom this other person is that's getting this service by contacting all the previous reps involved.

While consulting back with the rep she also confirms what Kevin said that in order to restore my service, a credit check would be needed and a new application done. I said that is absurd, why I didn't do anything wrong and she said well not a credit check on my credit report but AT&T payment history, however there may be a better plan for me and I would have to do a brand new app. By this time I'm feeling upset, nervous, my head is hurting and I'm frustrated with AT&T.

I told her I had a previous bill from my old DSL and had a payment that was posting on Aug 8th.  Since I had a previous DSL acct with a final bill payment pending she gave me credit for the final bill payment.

She's still conferring with the reps and they said they could finally reconnect me without the credit check after 1 hour on the phone. Service didn't start and Ty said she would call me back in 15 she needed to log out my acct and let the service connect. She called me back and the TV had to update for 20 minutes, my Internet not working because I had to register my online acct and email all over again.

Ty said go ahead and do that and she would call me back in 30 min at the latest. That was 5:30 and now its 8:56, she never called me back, I was grateful to her in the beginning but because she did not keep her word to contact back, I'm disappointed in her. I finally got it working after 1 hour waiting on my Internet to process. Now I'm trying to watch one of the 160 movies I recorded on my DVR and the movies show on my DVR recorded TV but my movies will not play. there's nothing showing but a blank screen, I'm so upset, I lost all my movies and some of my recordings were specials that may never be repeated.

This is sickening how I was treated from AT&T. Ty said I would be compensated but since she never called me back she never told me how.

If the reps could just cancel someone without calling that customer first they need to be suspended/trained better, what ever happened to retention first to save the account or see if an fact I moved. I would like an answer as why my account was not handled properly by the service reps.

I have been with AT&T since the 1990’s with phone services for my home and cell service without any problems. The DSL reps are the worst in attitude and need to be trained more because they aren't good reps, they have lied to me for retention to get me to stay and then my bill was higher than what I agreed to when the bill arrived.  I called and spoke to them and was told they didn't have any specials at that time when my retention was saved. I have the reps name and date I spoke to them. I ended up paying the higher DSL amount even though I know what was discussed and I keep good logs on what was discussed with the rep name. It's a trick to get you to stay and then AT&T won't keep their word.

This is just plain stupid and careless on the AT&T reps and not doing a good job or going all the way with an resolution to resolve a conflict from the rep that had my service cancelled, WHY didn’t she call ME first to check to see what the conflict was or if indeed I was living there instead of calling the property manager, or did she even verify the address with the new acct holder to make sure she heard correctly, who does that? I gave up Direct TV after 12 years to switch to U-Verse and really like U-Verse but after this I'm thinking differently.

Here is an alert on my AT&T account

U-verse Order Processing

We're processing a U-verse order for you. Once it's complete, you can register your account.