a2zvisa said:
Wow, what a morning! Today between 9am to 11am, U-verse was supposed to be installed in my house. 11 am came and went. Nothing. I called a 800 number that the sales rep left me in case anything happened before the install. The number he left was for the UPS Store. The other number he labeled "direct support." That number was disconnected.
So I looked at the order confirmation letter and it had a 800 number ending in 2020. So I called. It was 11:06 am. After about 20 minutes the CSR was able to tell me that there may be an issue with my install and she would forward me to level 2 support.
Level 2 support explained that they were having an issue with my current DSL service. He asked me what company I had service with. I replied AT&T. He seemed confused at my answer. He said that they couldn't install U-verse until I cancelled my current DSL service. I said why can't THEY do that since it is through AT&T. After having said that I immediately thought he would answer with: "that's another department" Lo and behold he said, "I know that it doesn't make a whole lot of sense but that is another department."
After some conversation that I don't feel the need to repeat here, I asked to be transferred to someone else who could cancel my order.
Here comes a retention specialist. After some conversation with this rep I find out that my AT&T DSL service was not through AT&T but through another company but billed through AT&T. Man, say all that 5 times as fast as you can.
The rep pleaded with me to hang on as he investigated the issue further and he or another rep would call me back.
Stay tuned...
Btw, I was off the phone 12:23pm
UPDATE: In case anyone wanted to know. Here's the latest...
I received an automated call on Monday night asking me to basically rate the service I received when I called after the installer(s) never showed up. Needless to say I nearly wore out the #1 key on the handset. One of those 1's apparently filed a complaint to AT&T because I received a call on Tuesday evening from a Mrs. Lane calling from the "executive office."
But first, let me tell you about the phone call I received Tuesday morning. I received a call from a lady who identified herself as Mrs. Johnson of AT&T U-verse and she wanted to update me on the status of my order. She gave me the date of Oct 7 to disconnect my ADSL service and Oct 14 to install U-verse. At first I explained that I didn't want the service anymore. If anything I was waiting on a call to explain to me WHY they couldn't install. That's when she began to tell me that they have to have one technician go in and removed my ADSL service before the U-verse tech could go in and do their thing. So then I asked her if it was customary to disconnect customers from their Internet service A WHOLE WEEK before their install date? I mean are they seriously making people lose their Internet for at least 7 days. Who can go that long without access especially when one works out of the home?
After some long conversation, I received a ADSL disconnect date on the 13th. Of course I had to agree to continue my original order.
I have got to be crazy to think that this will go smoothly, right. I mean once I'm disconnected from the Internet, I will be back on the next day, right?
Now about that call from the "executive office."
Mrs. Lane was calling me because I filed a complaint during that automated call. So I explained everything in detail of what happened on Sept 30. Plus I added why doesn't someone do a sort of pre-install to make sure that there will be no issues during MY install time. I mean is it too much to ask to have installers come in and install you on the date THEY give you?
She waived my activation fee and gave me a $50 credit off my first bill.
So now the wait for the 13th/14th and hoping everything goes smoothly... Right?
