Tutor
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4 Messages
Beyond upset. Ready to cancel service
Hello,
I have been a loyal ATT Uverse customer since 2009. I took the service with me through 3 moves and 2 cities. What happend in the last 2 months is making me ready to cancel service. I have been having internet speed issues over the last 6 months. It varies throught the day, sometimes slowing to crawl (I measure 0.02 up/0.00 down) while I am paying for 18 mbs internet. I had a technician come out 4 months ago. Nothing found. Nothing fixed. I called back and another technician come out 2 months ago. It was a very young guy. He examined everything and stated the following: you are paying for too much speed; that is why it slows down ( made no sense to me). In addition, he said: while I am here, I can replace your modem (wink, wink). I asked, is there anything wrong with my modem. He says no. I said ok thinking it will help my internet speed problem. Unfortunately for me, it did not. Last month, I looked at my Uverse bill and noticed that it went up by ~10/month. I called in and was told that because I replaced the modem, I now have to pay additional modem fee for the rest of my relatioship with Uverse. I was shocked. Not only replacement of the modem did not fix my issues, I did not ask for it and I WAS NEVER INFORMED BY THE TECHINICIAN IN REGARDS TO ADDITIONAL MONTHLY FEES. I called in and was told "there is nothing we can do for you". I was offered a 3 month small credit to offset the additonal fees "just until the end of your contract". I was told in not so many words that I am free to leave after that.
My question to you is the following: can this billing issue be fixed? The other question is can someone fixed my internet speed issue? Is there a level 2 technician that can come out to my house?
I would be sad to leave Uverse, fortunately for me though I do have options and already spoke to TWC about starting new service in July.
P.S. I tried sending a PM to ATTcustomerCare- mssges do not go through.
mibrnsurg
Expert
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4.3K Messages
10 years ago
@rjdoc74 Actually contact ATT Uverse Care for service problems and billing.
Click the ATT Uverse Care link in my signature, send the PM, explain your slow Internet/RG situation.
Just fill in the Subject and body of the message, ATT Uverse Care is filled in and starred above send to box.
Include your name, account #, email address and a good phone # (land or cell) and time to contact you on.
Check the blue PM envelope, upper right on every page, for their reply. Good luck 😉
Chris
__________________________________________________________
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
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rjdoc74
Tutor
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4 Messages
10 years ago
I was just conacted by a rep called "Dianna AT&T Social Media Manager"
Rude, condescending, talked down to me like she was doing me a huge favor by speaking with me. Did not listen to what I had to say. What happened to ATT Customer service???? It used to be custmer focused and top notch???? So sad to this happen. I guess TWC it is.
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mibrnsurg
Expert
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4.3K Messages
10 years ago
That was ATT Customer Care from Facebook, still no need for her to be rude. Use the ATT Uverse Care link, these are intelligent thoughtful indiviuals that want to get things fixed. They have gone above and beyond for me in the past. 😉
Chris
__________________________________________________________
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
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rjdoc74
Tutor
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4 Messages
10 years ago
I already sent a direct message to ATTCustomerCare. She was the one who responded to that.
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JefferMC
ACE - Expert
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36.9K Messages
10 years ago
ATTCustomerCare and ATTU-verseCare are two different mailboxes for two different groups. The U-verse care people know about U-verse and can help get your service working (which is your first concern), then they can look into addressing your billing issues.
Send a PM to these guys:
U-verse Customer Service link (same as Chris' link). Speed things up by including your Billing Account Number, and the best time and way to reach you.
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rjdoc74
Tutor
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4 Messages
10 years ago
Sent a message through your link yesterday. No response as of yet.
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