U-Verse Customer Service Complaints

ATT lies to their customers. Don't trust them!

ATT lies to their customers. I was lied to about my monthly payment change. The loyalty employee didn't make any notes about our conversation shame on her!

Uverse: I called att to speak to billing about my Uverse account. My account when up around $9.50 I asked The rep (Gaby) she said she would look , then she told me it was because I had cancelled my Cinemax promotion of 3 months that expired sept 22 2019 , so now they were going to charge full HBO , I asked why if my HBO promotion expires June 22 2020? She said because hbo and Cinemax go together. But when they sold to me the UVERSE PACKAGE they offered me Cinemax for 3 months and HBO FOR 12 months. The manager her name Christian got on phone changed story and said it was because I called in and cancelled Cinemax 1 day before it expired! I called in and spoke to Trevor to cancel a channel called EPIX they were charging me and I didn’t know I had that channel at all.The person on phone advices me about Cinemax I told them to please write note that as soon Cinemax expired I as not having it no more. UVERSE IS THE WORST!

Unfortunately, I just sent an email to Randall Stephenson for assistance. I recently moved and my bill has more than doubled since I decided to be a "loyal" customer and renew with ATT Uverse instead of going with Comcast Xfinnity. And I have the SAME services (internet, phone and cable).  I'm getting NO HELP from anyone in customer service. They each say they'll have someone (such as a supervisor) call me back to assist but no one ever calls me back.  So very disappointed (and broke!!!)

Yep!  I have experienced the same and have been VERY DISAPPOINTED since I moved and renewed instead of going with Comcast Xfinnity. And I can't get anyone in customer service to assist and actually follow through!  Ridiculous and incredibly unprofessional!!!

When time to renew my Uverse service, I was misled by the customer service agent and was lied to about the terms of my contract renewal. I was told that my new contract rate would be $128 for TV and Internet on a one year contract rate. AND, if I would pay my bill by credit card, there would be an additional $10 discount per month. Then the agent advised me that there is a $15 veteran discount that is available that I have to go to an ATT store to apply for. I agreed to this fabulous deal. I signed up for diret billing and then went to the ATT store. The manager at the store told me no such discount existed for either veterans or seniors. I called back ATT to register complaints and was blown off. Then my first bill arrived and no discount on my direct credit card blll.

I have just received my current bill, THREE months into my new contract. The new bill is $5 higher for TV service. Now, my contract rate is $132 per month, not the $128 per month that I agreed to three months ago. I thought contracts were two way...both parties agreed to the terms of the contract. When I called ATT today, they advised me that the $5 increase is their annual increase in service. What keeps ATT from increasing the service fee twice per year. I did not receive a contract saying that there would be increases throughout the year. I started as an ATT customer back in 1987 as a wirelss customer and have been with ATT in some way since. That is a long time loyalty commitment. But, that is going to end soon with the way ATT is jacking around the customer. This is NOT a good or friendly way to build customers. I am at the end of the road and loyalty be (Edited per community guidelines).

It is interesting to see the lead in on the responses ATT Cares, as it sure does not appear that to be the case. Here is my story. When it was time to renew or move my service, I phoned ATT and the agent was very helpful and offered me a one year contract to include UVerse TV and Internet for $128. Then he advised if I would sign up for credit card billing, I would get another $10 discount. I asked if there were other discounts and was told that if I am a veteran I would get another $15 off the monthly rate, but I need to go by an ATT office to get that discount. When I went by the office several days later I was told that no such discount is available. When I called I was told, "sorry." Then my bill came and no discount for the credit card direct bill. When I called I was told, "sorry you were misinformed." Now, this month I get my new bill and it is $% more than last month. When I called today I was told that ATT can raise the rate. IF I have a contracted rate, how can ATT raise the rate? The supervisor told me the deal I got three months ago was a contract for Internet only and not TV, so ATT can raise that rate anytime. I feel like I have been baited and switched. The agent misled me and ATT is finding ways to nickel and dime customers. All I expect is to get what I agreed to. IF the deal did not include UVerse, I should have been told that at the time and not now three months later. IF this is going to be the norm for ATT, I will find other options and there are many today...youtube tv, hulu, disney, philo, etc., etc.

It is a shame that this company has gone in the gutter to try to get business in this manner.

I considered signing up for service, but I had nothing but trouble with your sign up page. First, it told me every Utah zip code I entered was invalid. I tried looking at what channels and it didn't let me do that. I'm so glad I found out what a terrible company you are before I made a commitment. If you can't get your sign up page to work correctly, then how many other problem do your customers have!

I had a service call in and tech scheduled to come out today horrible customer service not to mention very RUDE!!! I explained that there is a black cable cord coming out of the AT&T box and wraps around the side of the house into some other cable cords that continue to go inside the house. He told me it is the customers job to remove cords; however, these cords were part of AT&T equipment and were inside the cable box on the side of the house which is held together by screws. If we opened the box and something went wrong with the cable we would be at fault and have to pay for the damages. He continues to tell me that we could be charged a $100.00 for him coming out. I explained that I spoke with the AT&T representative last night, she said that if it's AT&T equipment they needed to check it out. I requested to speak with his supervisor multiple times to get additional information how we could resolve this charge, there was no call from Pet his supervisor. When Charles arrived to my residence, I asked him to not come on to my property or touch any equipment until I spoke with his supervisor about this situation which never happened. He stated that he had a job to do and questioned that cord. VERY UNPROFESSIONAL & VERY RUDE! After 12 years of services with AT&T I really contemplating on keeping our services if this how customers are going to be treated.

AT&T is providing horrendous customer service on all platforms, I was lied to that led to a billing error and I’ve been refused adjustments and manager callbacks. Was lied to about a manager calling back yesterday and was just hung op on requesting one today!

Avoid this terrible company!

I just spent almost 4 hours on the phone being sent from person to person to get my internet reconnected which should have never been disconnected. I started Thursday being told it would be reconnected 8/1. When I called to see why it wasn’t the first person hung up on me the second person I waited 10 minutes to talk to went through everything with him was told my order was dropped he reordered said I could use my old  account # said I could use my old equipment transferred me to the tech department on hold for 1 hour was told the order was dropped needed a new order with new equipment argued with him transferred again to customer service on hold 45 minutes told I needed to place a new order after providing all of my information again but they would have to transfer me to sales argued again transferring on hold 45 minutes woman comes on asks for all of my information again she has to run a credit check for the 5 th time would not receive equipment until next Saturday 8/8. I finally after several days and hours and a massive headache told her where to put Att. Called Spectrum signed up in 5 minutes $44 a month for 2yrs will have equipment on Tuesday. ATT TAKE SOME LESSONS

I called Uverse to get technical support on my Internet. The automated machine checked the line and said it was fine; while I'm looking at my computer seeing "No Internet Connected" and the little world where the WiFi should be. My internet drops quite frequently and I have a booster right next to the computer. I know they are going to say unplug the box so I do that first before I call. I can never talk to a person to let them know "It is not working"! So frustrating.