Wow were do I begin? During the past 14 months we have had over 20 different service techs, both inside and outside for our U-Verse package, (phone service, DSL, and TV) come to the house to fix the problem of service drop outs ranging from seconds to serveral minutes. The problem is still unfixed despite installing around 8 new DVR's, 5 new routers, two new battery packs, new outside wiring and inside wiring. Idiot techs have even told me that its caused by interfence from my stereo equipment, faulty house wiring etc. Even though it is obvious it is not an inside problem at all, since the problem only occurs during the winter months and not during the rest of the year. I finally convinced a service tech to look and see if other customers on the same line had the same problems, since that would indicate a line problem on the outside. He said, wow that makes since and when he checked other customers on the same line, they had the same drop outs at the same time as ours. Its very anoying to be dropped from phone calls, the internet or miss key parts of TV shows.

ATT doesnt care about solving the problems of their customers and I have had several techs tell me as much. The put a great deal of pressure, such as losing there jobs, on their techs who leave an unfixed job open and dont list it as closed. So time and time again they list us as having had the problem fixed.

Now for the real infruiating incident. I just got my ATT bill and they actually charged us over $220 for service calls and equipment installed inside the house. The service calls should be free for fixing their product. They should give me a rebate for the hundreds of dropped tv shows, internet drops, and phone conversations dropped. No instead they send techs who do not fix the problem and tell us they have no idea how to fix it. And they charge us for new equipment we for the inside that we don't need in the first place.

ATT U-Verse is a problem product and ATT is actively not solving their problems and are fraudently charginh customers for repairs they should never be charged with and repairs that have never been made.

Beware of ATT U-Verse! Since installing ATT U-Verse many local in-coming calls have become long distance calls. (This means that my wife cannot call home from her place of business 8 miles away to check on her son, and there us no cell phone due to the mountains in between.) I have spent hours on the phone from the first week of installation trying to have this corrected or to get out of my contract. (Had we known that this would be the result of the switch, we would not have made it.) AT&T investigations of this were initiated, and at one point I was told that the problem was isolated and would be corrected within 24 hours. Days passed without a change. At my last call, I was told that the previous investigator was mistaken and that this was a "known problem" and could not be solved. I stated that I wanted out of the contract but was told that my 30 day trial had passed and was obligated to pay $180. if cancelled service. (I was stalled just long enough to entrap me in a 12 month contract.) I was also told that this was not an AT&T problem, that it was the problem with the service of the various outside callers. Not only that, but the U-Verse WiFi switch is pokey and inconsistent. I look forward to completing my contract and would recommend anyone looking for bundled phone, TV & internet services to look elsewhere.

Called to cut back on telephone costs. Talked into saving money with U-Verse. No mention that it would change my phone line to digital, even though I specifically asked about telephone service when electricity is out. Also my job requirements include analogue phone service. I have now spent over 20 hours trying to cancel service and still do not have internet back. The internet was slow, the system requires talking to three separate systems to coordinate. Finally, went to local office; it took her two hours to get system straight. Internet was supposed to be corrected a week ago, now saying two more days. No one notified me of delay. No mention of installation fees. Had to take equipment myself even tho person came to disconnect.

On Thursday, August 12, 2010 at about 9:30 a technician (Barron) came
out to install my U-Verse service. When setting up my appointment with
customer service, I was told that the job would take no longer than 4
hours and that I did not need a television for the install. However,
when Mr. Barron arrived, he informed that he would have to completely
wire the whole house and that a TV was needed. Because I had only taken
off part of the day, I told Mr. Barron that I had to go back to work. I
also went to Wal-Mart to buy him a TV for the install.

For the install, my husband and I marked the walls where we were going
to put televisions. I showed Mr. Barron each area, and he briefly
explained how he was planning to complete each task. He also told me
that he was going to have to get someone else to come out and help him.

Mr. Barron was very nice, very friendly and very informative;
therefore, I felt confident that he could do an excellent job.

My husband got off from work around 2:00pm and came home to see Mr.
Barron's progress. Yet, to his surprise, some of the cables were
installed in the middle of the wall. On the outside of the home there
is 20ft of white cable going down the side of the house. In the closet,
the wires are sticking out. When my husband asked Mr. Barron why he
installed some of the cable this way and he stated, "this is where your
wife said to put them."

I immediately called Mr. Barron and apologized for the miscommunication
and asked him when he could come and move the cables to the correct
location; he told me that he would be back on Saturday.

I felt very bad about the miscommunication; however, when I got home, I
noticed that some of the cables were installed correctly and some were
wrong. Now, if I told Mr. Barron to put the cable where I put the tape
on the wall, why were was some of the cable installed at the bottom of
the wall (which is correct), and no where near the location of the
tape? I was perplexed. I did not know if Mr. Barron was truly
responsible or if it was his friend who installed it incorrectly. At
any rate, Mr. Barron was very nice and I wanted to give him an
opportunity to correct the problem without involving customer service,
making another service call, etc.

On Saturday, August 14, 2010, Mr. Barron explained that he had a large
job and would not be able to come to fix the problem. He stated he
would come out on Monday. Monday came and Mr. Barron had another large
job. When I called Mr. Barron, he said he would try to get out
mid-week. When he did not show, I asked if I should call customer
service. First he said that is what his supervisor recommended, then he
said that he would get out before the end of the week and would not let
me down. Because Mr. Barron was very nice, my husband and I were okay
with that.

On Saturday, August 28, Mr. Barron returned to the home. My husband
showed him the problems, and Mr. Barron informed us that what we needed
would take up to 2 hrs and though he was apologetic, he said that was
time he did not have. Therefore, customer service was called and they
said they would send someone out to the house between 12:00-4:00pm.

The technician that come out to the house was Mr. Eddie. Mr. Eddie
called before he came out to the home. On the phone, Mr. Eddie asked me
what the problem was. When I started explaining, he proceeds to ask me
why didn't I "stay the full 8hrs for Barron to do the work so I could
make sure he did what I wanted." I told him that customer service told
me it would only take 4hrs. He proceeded to tell me, "I am sure they
said it would take at least 4hrs." I explained to him that I knew what
they said because I took off my job for 4hrs. He then tells me that
sometimes things come up when technicians come out to do the job. I
then explained to him the following: 1) when customer service tells me
4hrs, that is all I have to go by; 2) customer service also told me I
didn't need a television for install and that was not true; 3) I am not
a technician; I am a Health Communications Specialist at the CDC;
therefore, I expect the technician to know how to do his job; 4) I
could not call my job and tell them "I changed my mind, I actually need
to take off a whole day to get my cable installed!" After this back and
forth conversation, Mr. Eddie arrived at my home.

When I walked up to Mr. Eddie, he proceeds to tell me that "I do not
like myself right now." When I asked him why, he says, "Because I am
putting myself in the middle of something I have nothing to do with." I
said, "okay, but I had no intentions of calling customer service, my
technician suggested this." He then proceeds to tell me, "Yes, I spoke
with Barron; I trained him." I said, "Okay, " but I was unclear as to
what this information had to do with him doing his job.

Finally, Mr. Eddie said he wanted to see the problems. First, I took
him to the side of the house to show him the 20ft of white cable. He
proceeds to tell me that technicians put safety first and that for Mr.
Barron to climb that high was "a safety hazard for Barron and me, for
that matter, to climb the side of this home with this un level ground
and I am not going to put my life in danger to put up a cable." "Excuse
Me?" I am thinking to myself. So I asked him, "So you mean to tell me
you have never had to climb a high ladder to install a cable?" He, then
proceeds to tell me, "for me to install this correctly, I will need
someone to hold the ladder for me." I told him that my husband and my
dad to help him. He then says, "I need to call an ATT person because if
something happens to me with you, I am not covered." "Okay fine, I
said. If this was a safety hazard, Mr. Barron should have said
something when he initially came out to see what was wrong with the
install. When my husband showed Mr. Barron the cable, he admitted that
the person helping him installed the outside cable wrong and that it
(the cable) did not look good.

Next we moved inside my home. I showed him the problem where Mr. Barron
installed the cables wrong. He told me, "I am sure Mr. Barron installed
them based on what he found in the house; although, I would probably
not have installed it this way." He then proceeds to call Mr. Barron
and tell him how he (Mr. Eddie) was going to fix it. I tried to explain
to Mr. Eddie that the reason why I was a little upset about the install
is because Mr. Barron got a friend to help him and I could not tell who
was responsible for the improper work. That is why I wanted Mr. Barron
to come back out because I did not want to get him in any trouble by
calling customer service and wanted to give him the opportunity to fix
the problem. Mr. Eddie then asks, "did this person work for ATT who was
helping?" I told him, "I don't know, I left before the person got
here." Then he says, "That is why we ask customer to be here during the
install." I then explain to Mr. Eddie that I work just like he works;
can he (Mr. Eddie) ask for a whole day off to get cable installed when
he initially asked for a half day??? By this time, I was getting very
upset at Mr. Eddie and his tone.

When my husband came home, I told him how rude Mr. Eddie was to me on
the phone. Of course, my husband got upset and immediately called
customer service.

On the problem downstairs, Mr. Eddie moved the cable down. When he
moved upstairs to the closet area, he said he would install the cable
down the wall. I thought he meant inside the wall so I proceeded to
tell him to drill the hole. However, my mother recognized that the
cable was not "inside" the wall, so she told me to ask why the cable
couldn't be installed in the wall. He proceeds to try again to explain
why something could not be done. My husband come upstairs and expressed
that he felt the wall was hollow. Mr. Eddie then says, "I am sure it is
not. I am sure Barron installed it this way because it was not."
Instead of Mr. Eddie checking to see if it was hollow, he proceeds to
say, "I am trying to help you to the best of my ability, but anything I
do is not sufficient; therefore, I am going to have to call my
supervisor." By now both my husband and my father were very upset
because Mr. Eddie was rude to me. My dad tried to get some
clarification on the problem and Mr. Eddie cut my dad off in mid
sentence, putting his hand up to my dad and saying, "excuse me sir, I
am explaining." At this time, my husband told customer service he
wanted Mr. Eddie to leave.

After Mr. Eddie got off the phone with his supervisor, he packed his
things and left; leaving the job unfinished. Before walking out the
door, he again proceeds to tell me and my family, "I hate myself right
now. Here I am trying to fix a problem and help you out, when this is
not even a job I started and what I am doing is not good enough. This
is wasting my time. I have other jobs to do as well and I took this on
as a courtesy." He then tells us to have a "Blessed Day" and walks out
the door.

I have never had someone be rude like Mr. Eddie. Though Mr. Barron did
not install the cable correctly, he did provide me with quality
customer service as far as how he spoke to me and my husband, and he
did install somethings correctly. That is why my husband and I wanted
to give him an opportunity to come back out to fix it.

Yet, Mr. Eddie was VERY rude. Since when did doing your job become a
courtesy to the customer??? Not only have I wasted all this money on
ATT U-Verse service, but I now have several holes in my wall that will
have to be repaired and repainted and this man, Mr. Eddie, talks like
he was doing me a favor??? I had no idea that he trained Barron, that
he knew him and frankly, I did not care. I also did not care to hear
how fixing my cable would be risking his life and that he hated himself
for taking on a job he did not start. Mr. Eddie failed to acknowledge
that customer service, not the Tutt's and Goldwire's, asked him to come
to the house. If he was doing Mr. Barron a favor, what does that have
to do with me and fixing my cable???

Just do your job; that is all I ask. When a technician comes to my
home, he is the expert and I expect him to know what to do. All the
extra information is unnecessary. As I stated, Mr. Barron was very
nice, but he did not install correctly and anyone (professional or not)
can see that. Yet, I am not sure if he made the mistakes, or if his
helper was to blame. Add the incorrect install (which I could have
gotten over) to Mr. Eddie's actions and this has been a very unpleasant
and costly experience.

I ORDERED ATT UVERSE ONE WEEK AGO. FOUR DAYS LATER MY PHONE WAS NOT WORKING AND THEY SEND A TECHNATION TO FIX IT. THE TECHNITION CAME BY THE HOUSE AND WITHOUT SAYING ONE WORD AS TO WHO HE WAS ENTERED MY HOME AND STARTED TO LOOK AROUND LIKE HE WAS BUYING MY HOME OR COMING LATER TO ROB MY HOME. I TOLD HIM THAT THE PHONE DOES NOT WORK SO HE PLUGED THE PHONE TO THE BACK OF 2WIRE AND THE PHONE WORKED. I TOLD HIM THAT I NEED THE PHONE JACKS TO WORK. HE SAID THAT HE WILL RUN A WIRE FROM THE 2WIRE TO THE JACK WITH WIRE’S ALL AROUND MY MASTER BEDROOM AND HE SAID THAT THE FIRST TECHNITION THAT ORIGINALY INSTALED IT TOLD HIM THAT I COULD NOT AFFORD TO PAY A FEE OF $55 FOR THEM TO RUN A WIRE THROUGH THE WALL. THE FIRST TECHNATION NEVER EVEN MENTIONED ANY THING THAT THE PHONE JACKS WILL NOT WORK. THEN HE SAID THAT IS ALL HE IS WELLING TO DO, DO YOU WANTED OR NOT, I TOLD HIM TO LEAVE THREE TIMES BEFORE HE LEFT MY HOUSE. I CALLED AND COPLAINED TWO DAYS AGO AND I WAS TOLD SOMEONE WILL CALL ME BY THE NEXT MORNING, I HAVE NOT HEARD ANY THING BACK YET. AND I CALLED ERLIER ONLY TO HOLD FOR MORE THAN 30 MINUTES AND GOT DISCONNECTED. I AM GOING TO GET ANOTHER SERVICE PROVIDER AS SOON AS I HAVE A FREE DAY TO STAY HOME FOR INSTILATION. DON’T WAIST YOUR TIME WITH U-VERSE, I GURRANTY YOU WILL REGRETT IT.