Registering new U-Verse service

I've had this problem since being installed in May. No amount of customer support contact will fix this problem. I have repeatedly been told the same things you have. 

So frustrating! I’ve called at least 20 times. The last person I talked to finally told me “we know it’s a problem and I honestly can’t tell you when it will be fixed”. 🙄🙄

I’m also I’m also having the exact same problem with identical results... lots of promises that “it will be fixed in xxx hours” or “someone will call you back at 4 pm”, but nothing ever gets fixed and seldom does anyone call back. It been “escalated” dozens of times, and a few supervisors have told me it is a problem with how the account was set up. Yet it can’t be fixed. I’m dealing with one specific supervisor that has called me back a few times, and he’s PROMISES it will be fixed by December 5th... but can’t answer my question “what happens when the 5th comes and goes and it’s still not fixed?”

I am a cancer patient, and we rely heavily on our home phone and voice mail service. But we can’t even access our voice mail to turn it on now, until we register. They won’t let us register, but require we register to use many of their services. 

Please post here if you get a resolution to this... we are about to cancel our services and go back to (shudder) Spectrum, where at least our services worked SOME of the time. 

I also got another call back today, saying it should be fixed by tomorrow and that they will call me back between 4-5 pm est to check on it. When I asked what they would do if / when it DOESN’T work tomorrow, he just said they would submit another escalation ticket. It’s a never ending loop...

I’m convinced that they have NO CLUE what is wrong or how to fix it, so they just keep giving us the same old lines over and over. And since you can’t get a phone number and extension to call the same person back, you can’t hold the responsible for their answers or promises. And since you aren’t talking to the people that actually FIX these issues, and you can’t talk to those people, there is no real incentive on anyone’s part to get this resolved. It’s a horrible way to do business, since it holds no one responsible for getting things working.

 I did contact the office of the President of AT&T today, and got a fairly quick reply by phone, but I wasn’t able to answer it, so he left a voicemail. But he did also leave me an email, so if I get anywhere with this, I’ll let you know!

you can also look for a way to contact them on this site... it did seem to at least elicit a response.

Well, believe it’s or not, when I tried this morning, it actually WORKED! I knew something was different when I got to the initial account page, since it didn’t have the Captcha box at the bottom like it has had previously.

i entered my info and it’s immediately took me to begin registering. So for the first time in 3 weeks, someone finally did something to fix this! I don’t know if it is account specific, but hopefully it was an overall software patch and will work for you as well. Give it a try and let me know what you see. Best of luck!

My joy was short-lived. I was able to register on the website, but it apparently didn’t work properly to give us access to our voicemail. I do now have the required user ID to access the U-verse app, and it does work, but I still can’t access, change or turn on / off my voice mail services. The office of the President had someone call me to follow through with this, and finally it sounds like someone here in the US instead of overseas, and she even gave me a ticket number and other info that I’ve never received before. Hoping this will be the final escalation of this matter, but I know better than to hold my breath.

My technical support guy, Eric, resolved this. He told me to enter a password with NO SPECIAL CHARACTERS (e.g., #, etc). Your password should only be letters and at least 1 number. This enabled me to bypass the error screen that claims "we are updating our system." It's some odd glitch. Hope this helps others!!

Outdated thread.  Closed.