I have no idea what AT&T's U-verse service is or does, but I'd have given up a long time ago.

Im having problems with these guys too, regarding dsl.
I signed up about 4 months back, they required a deposit and i said i could pay cash at the nearest place. I couldn't pay it, but for some reason they sent me a dsl modem. Didnt know what it was, so I opened it then used the return shipping label it came with, called and cancelled my service.
Months drag by and they keep sending me letters. I thought it was all junk mail so I just threw them away until recently. It's a bill from a collection agency saying I owe them about 60 bucks.
I called the company to complain and they wouldn't waive all of the charges for service I never actually received or agreed to (Because I couldn't pay the deposit and I never even signed any papers).

What's funny is the company contradicted themselves too. They told me the dsl modem was mine to keep, but then why would they send me a return shipping label? And why would they turn my service on without me paying the deposit?

So I gave up. I wont pay the 60 dollars because I didn't actually get anything from them, which means I'll probably be harassed for the next few years by them.

Whats funny is when I called, I had every intention of paying the deposit now and having service. But they wouldnt let the 60 dollars slide, so now they get nothing from me. I'm sorry, but I just can't reward bad behavior and theres other internet companies here in the area anyway.

@GMFish: I'm guessing the $187 they owe him in credits is the reason he's persisted. If he gives up, he walks away from that.

I had a similar problem with them a while back. They believed that where I lived existed, they just didn't believe I lived there.

Mind you, they sent bills to me monthly there for my cell phone, internet, and cable TV (which was all through them at the time), but this was not enough to prove that that was where I lived.

They wanted a utility bill at first, but all my utilities are paperless billing, and they wouldn't accept a printout. Then they wanted a credit card statement, and refused to believe that I did not have an active credit card. At one point, the cs rep, in order to prove me wrong, ran my credit report...and then yelled at me for paying off and canceling my credit cards (she actually said "What kind of person DOES that?!?!?"). Oh, and of course all this was my fault for not having a land line, apparently.

After about two weeks of dealing with this garbage, I went to their corporate website, looked under shareholder relations ([www.att.com]), and got the corporate contact info (annual reports are a good place to start looking for corporate contact info, and shareholder relations contacts will usually get you to an actual person quicker, who will transfer your request). After contacting corporate, my service was installed the next day.

Apparently, billing and corporate know where I live, even if customer service refuses to believe. it.

Similar problem with AT&T & DSL. When I signed up, they sent 2 modems (I sold one on Craigslist). When I canceled 2 yrs later, I provided them with a PO box to send the final bill (I moved). They began billing me for new service using the PO box as the service address. No amount of complaining to AT&T did anything. I began recording my calls with them, and when I told the CSRs I was recording the call, they would immediately hang up on me.

Finally I complained to the Public Utility Commission. They actually seemed to take AT&T's side. I called the PUC and pointed out that no sane judge would accept that I requested that a PO box have phone and DSL installed. I requested billing statements from AT&T and they claimed they had no billing records for the account. Finally, "without admitting fault," AT&T reversed the charges as a "goodwill gesture."

@ChuckECheese: SAME HERE! Only they sent me no less than 4 modems. 3 got sold on ebay. I was billed for one. The 3 I sold paid for the 1 I was actually charged for.

I had a similar problem with U-Verse service. I scheduled an install, and the AT&T rep came out to my apartment. He stayed for about 5 minutes, went outside for another 5, then came back and said that we couldn't have the service because our apartment wasn't wired for it. All other apartments in my building have the service, and the previous tenants had the service, but suddenly our wiring didn't support it anymore.

I tried 3 other times to get someone from AT&T out to my apartment and confirm what the first installer said, and each time no one showed for the scheduled appointment. I finally spoke to a manager in the sales department, and she said they were canceling each install attempt because it said on my file that I couldn't have the service due to wiring. I explained how this apartment had service before, and asked them to remove the note. They removed the note and scheduled another install. The installer came out and installed everything no problem. He said the first guy was probably running late on his installs and decided that ours was the easiest to blow off so he didn't have to work late.

@GMFish: U-verse provides TV, internet, VOIP, and other stuff through one box, which is also a wireless router. They install a big box at a central location in the neighborhood that essentially gets a straight pipe from the company, then they trickle that pipe down to the lesser folks (you and me). You can get near-FIOS speeds if you're will to pay for it. All the 2WIRE wireless networks you see when you're looking for a signal are usually U-verse boxes.

That's my understanding of it anyways. We were a test house before they launched it officially.

By the way, AT&T sucks. Maybe they'll make a real big mistake and do this shit to a senator or congressman and someone will get interested. After AT&T assures everyone that it's 'taking it seriously' and that it's working on its customer service, things might get better for a little while.

This is typical AT&T.They literally wore me out trying to get adjustments and credits to the point I realized that my time was more valuable than the credit amounts. Yes I know I wussed out, but talking to stupid people just drains me.

So I'm not the only one I guess. It took me MONTHS to get my DSL account billing corrected! Although the local tech is really good. He's lived in the area his whole life so he doesn't have any issue finding my house.

@icantreplyright: I'm glad that worked out for you, but I'd personally fear being charged for 4 modems at some point down the line.

@topgun: Same here with AT&T.

Love your account pic, by the way. I've been tempted to go Cornholio on a few reps myself.

@riverstyxxx: "What's funny is the company contradicted themselves too. They told me the dsl modem was mine to keep, but then why would they send me a return shipping label?"
I am guessing that the return label was there in case the modem did not work properly out of the box. This way you could return the modem on their dime while waiting for a new one.

At work we were wiring up a remote site that was at the time unmanned (no utilities setup means no people there).

ATT DSL was the best internet connection that fit our needs. no one else serviced the location in the price range.

I wanted to be flexible and said that if the tech would call me in advance I would meet them out there. If ATT could give me an hour block of time I would be waiting

If they didn't call in advance they would have wait for me. If they wouldn't call no one would meet them there and only their time would be wasted.

Well, apparently ATT didn't pass this along, claimed their reps don't have cell phones but I got a call anyways.

Good to know their techs aren't as bad as their customer service

Dish TV is especially hilarious. I'm a newspaper columnist, so I can't get mail at home. Of course, the satellite dish for my service is at my home, as is my TV, not in the 5 x 8 metal mailbox at my billing address. I tell them this when they're coming for service, but they say they can't send somebody to my home unless they change my billing address. Well, no go on that, so every time, even though I ask them to note my actual address on the service order, I get the technician calling my from my mailbox place!

Oh, and the best was when some guy in Calcutta INSISTED I lived at my billing address and had a little fight with me about it.

I followed the UVerse in my area for a while and got it when it was offered. After requesting an install I was given about a 3-4 week waiting period between ordering and the install date.
There were also people going door to door to say UVerse is available. During the wait I had about 3 different people knocking at my door trying to sell me a service I am waiting on the install for. Then between having it and 3 months later I got another 5-6 people stopping by to sell me the service.

An annoyance, but the service is good after they fixed all the bugs. Now only if my DVR would play when the internet is down. How does that work???

You can give up on Uverse and get direct tv with a ATT discount that does have a added fee.

The whole problem with AT&T is Uverse is a totally different part of their company - it's like the people @ Uverse don't know the other side(s) of AT&T exist.

I had AT&T DSL and Advance TV (DISH Network) at my previous address. Three weeks before our move I called AT&T to make sure the move would go smoothly - knowing that the new address was within a few hundred feet of a Uverse VRAD (Video Ready Access Device - the big box that has fiber optic running to it and then provides VDSL to subscribers) I asked if I could change from DSL/DISH advanced TV to their Uverse service. "No Problems" I was told. And it really wasn't - Uverse was hooked up without issue and all was fine with the world.

Until I got a bill forwarded from our old address for or old DSL/DISH service. I called AT&T and explained that we had moved and at that time asked that the DSL/DISH service be turned off in lue of the Uverse service. I was told by the CSR that many times those changed get past supervisors who are suppose to verify/complete the account changes and that all would be taken care of. Another month goes by and another bill for the old DSL/DISH service. Another call to AT&T and I get the same song and dance - this time I ask to be transferred to one of these supervisors - said supervisor agrees things were missed and that everything would be taken care of.

Now I should note that each time I've contacted AT&T I was treated with respect and each CSR I spoke with understood my problem and was more than willing to help. But somewhere along the way someone drops the ball. Because yet again, I received a bill for AT&T DSL/DISH - this time telling me the service was in jeopardy of being terminated if the bill wasn't paid. Another call to AT&T resulted in the same promises.

AT&T has now sent the matter to collections. I am of course disputing the charges. I've send the collections company copies of all the bills as well as copies of the work order for our new Uverse service which clearly shows service being canceled at our previous address and activated at the new address. I've also sent them copies of my cell bill showing the calls to AT&T's customer service.

Simply put, AT&T is just too big for their own good. Their Uverse service is outstanding and beats the tar out of Comcrap's HD service. Not to mention the price is about $15 less per month for more channels and faster broadband.

IANAL but last i checked if a company mails you something you didn't order and tries to charge you for it that's mail fraud. I am also somewhat sure that statuate also says they can't make you send it back even if they say provide mailing labels.

To convince them that your building exists, you just tell them: "The giant At&t box outside that will be reported as being on fire in a few minutes,... yeah, it's right outside my building."

Glad my photo made it on a story again. I guess it just fits.

I am a current Dry loop DSL sub with AT&T. I am moving to OKC soon. I called to transfer my service to the new house. The new home is served via U-verse. Great I thought 6mbps over the sorry 1.5mbps I've had with them for the past 6 years. I was told I had to have U-verse TV in order to get DSL from the U-verse wired area I am moving to. Wrong. I called back and after 20 more mins and 4 transfers I hung up. I called Cox and signed up with them. I had Cox previously in OKC for several years. AT&T can kiss my grits.

@riverstyxxx: Hmmm. I think they are going to get that money. I believe they will sell your debt to a collection agency for a percentage of its worth. So actually you won't be dealing with AT&T for the next few years. You will be dealing with the collection agency who now owns your debt. A lot more ruthless then AT&T.

I learned a long time ago the most powerful and advanced telecommunication company can not comunicate with its self, let alone you and I. This fact scares me. Att spends billions of dollars that should go into providing us service into Wizard of Oz that lead us to believe they could wire us for next century, when they cant even keep their current phone customers. What I found Att to be is nothing more that several separte companies worldwide cobbled together with duct tape and bailing wire.

I actually have done a lot of the OSP design work for the U-Verse project. MDU's (apartments) seem to be a real accounting problem for AT&T, their assignment records are replete with duplicate entries for the same unit, which requires an engineer to determine which entry is valid.

As far as requiring U-Verse for DSL, I would think that would only be necessary if your home was being served by a supplemental VRAD, even then you'd think they would have a DSL only option package.

Call this number :
1866-746-8694

I had a fewe issues when I first signed up for Uverse(when it was initially released here), and they gave me this number. It skips the machine and idiots, and I have always gotten AMAZING service from them.

I wish I could say that Verizon FiOS is better, but their installation and billing are just as nightmarish as this. It took me from December 15th until January 6th just to get my order placed, and when the installer showed up (in February, mind you), his paperwork was completely wrong. Since then, I have to call every time I get a bill. And they keep nagging me to go for auto-billing. Yeah right.

On the other hand, the actual service is great.

AT&T sucks. I have them for DSL only, but we (my spouse and I) had to argue with them for over 2 months about almost this exact same problem.

They showed the closest PED to our house was about 1/2 mile away, AND was already maxed out. It wasn't until we tagged the AT&T guy IN OUR FRONT YARD as he was DOING MAINTENANCE on the PED there that we finally got them to hook us up.

At that point, they attempted to charge us >$200 for the "installation", which consisted of a guy running a line from the PED to our house (maybe 100 ft, total) and then covering it with a fine layer of dirt.

Needless to say, we didn't pay it. I disputed the charge and left it outstanding for 5 months before finally getting ahold of someone that was sick of hearing from me enough that they removed it.

Fortunately, our DSL service is great, AND I don't have to deal with them AT ALL anymore, because they've opened a store near us and we can pay at the kiosk.

Sounds as good as Qwest in AZ. They were unable to determine if "A" unit out of a choice of two was on the right or left side of the building. They knocked on "B" and since that wasn't "A" unit, they left before installing anything. Things are hard for installers.

@dwasifar: I think, actually, he can't walk away because AT&T is the exclusive (monopoly) provider for these services in his apartment complex. He either has to use that company, or do without an Internet connection at all.

@xredgambit: An annoyance, but the service is good after they fixed all the bugs. Now only if my DVR would play when the internet is down. How does that work???

DRM. If the thing can't connect to the internet, it can't authenticate itself, so it won't play anything.

U-Verse does have absolutely abysmal ordering. I went through something similar and was without internet for a week. I went through retentions though to get my service and they cancel the first install date (or they just didn't have any record of the date).

If you can get through all the hoops AT&T makes you go through for service, you won't be disappointed by the service when you actually get to use it.

uverse is apparently from some alternate universe.
Half a block from my house there's a cluster of uverse cabinets cluttering up the landscape. Our utilities run down the alley, so my neighbors across the alley get their service from the same pole that I do. They (and every other house on either side of the alley, and every house along my street) show that uverse is available, and several houses on the street HAVE uverse service. My house, however, does not show as having uverse available.

I was interested in switching to uverse when Charter wanted to sharply increase my rates... but I can't find a non-moron to talk to at AT&T about this. It makes no sense that every house around me can get uverse, but I cannot. This doesn't seem surprising to the reps at all.

I suspect the problem is that there hasn't been an AT&T account at this address for a long time... apparently the previous owner had Charter telephone (the telephony cablemodem was still in the house when I bought it) and I haven't signed up for a landline... so they haven't updated the address.

I solved the problem by playing hardball with Charter. I'm happy with their service, I just have to haggle with them every 12 months to keep the price tolerable.

@Amy Alkon: Why does your being a newspaper columnist somehow prevent you from receiving mail at your home?

@AgentTuttle: Or actually take serial numbers from the box and then report it as being damaged by a car or tree. When the techs show up take pictures to send to AT&T orporate...

@GearheadGeek: They probably purged the address from their system. Call for a new construction hook up (read as $$$$) and they probably will be more than willing to hook you up.

I once lived in a newly moved home in which the dork construction guy, or the owners who bought the place from him, had never gotten cable hooked up. Ferget me paying an extra $200, we went without for 18 months...

@econobiker: The address is in their system for phone and DSL availability, I've confirmed that. They're just certain that I can't get uverse, even though the other 3 houses served from the same utility pole can, and they see nothing strange about that at all. That's fine, Charter is providing me with very stable high-speed internet service that I need to connect to work, I'll tolerate their less-than-stellar analog channels and just-okay HD selection for stability and competitive pricing. I just have to do a little work every 12 months to keep that pricing competitive.

@Amy Alkon:
So they have never heard of a landlord paying the bills for a rental property who doesn't live there? This seems like a very basic thing to me.

@SnoopyFish: But, once AT&T releases it, he has some weapons, too:

Debt Validation: The ultimate weapon against the collection agencies [www.creditinfocenter.com]

@ChuckECheese: I always love that snarky corporate "goodwill gesture" excuse for their own f@ckups. "Goodwill" is admitting you made a mistake, not trying to blame the victim.

@Shoelace: I believe that the Credit Bureau cabal and other databases are maintained that "flag" 'important' people so that they are treated with kid gloves and largely immune from experiencing what 'the great unwashed' get rammed up our butts every day.

@topgun: Yup, that appears to be the reason they continue their evil. Most people will eventually give up and pay the ransom, others who continue will be identified as troublemakers and treated more harshly. With lawlessness in vogue, AT&T is a god.

@Firethorn: I thought it was illegal to put a DRM flag onto DVRs? Recent case.

OMG. I have the exact same problem with Verizon. Despite having been a DSL customer for 5 years, and despite being at home and watching the guy install fiber in my attic, they insist FiOS is not available in my area, while I'm the only one in my building who doesn't have it.

@Kevin Carlyle: I used to work for Verizon DSL in customer service. The techs aren't issued company cell phones, so we are told to tell customers they don't have one, because they might not have one. And even if they do, it is a personal cell phone, and if they do decide to call it is because they're a nice person and actually read the documentation requesting that they call first.

We ordered the U-Verse service in order to get the fastest internet speed. After installation, the internet service was unreliable and would reset itself every few hours for 10 minutes or more at a time. This is especially bad when you're using VOIP for a business. They sent out a technician to examine it and determined that an incorrect coax cable had been used. (This was installed entirely by their technicians, not a cable we'd provided.) After they made that change, it worked somewhat more reliably. However, the U-Verse TV receiver box is horrible. It runs WinCE and is very slow to respond to anything. It times itself out periodically, goes to a screen saver, and won't respond to the DVR to change the channel when it tries to record something. You have to manually turn it back on with a remote. So, after much research, we've had to set up recording of 3 minutes of TV every 6 hours on the DVR just to ensure that the AT&T cable receiver box doesn't time itself out. Very, very poor design. It should wake up when you change the channel! Duh. Anyway, we won't order U-Verse service again. We never had any of these problems with Comcast.

Is there a phone/CATV utility which doesn't suck?

Wow. I'm surprised this wasn't Verizon. This sounds like a screwup only they could make.