AT&T U-Verse Customer Service Issues

I contacted AT&T yesterday using the number provided on my statement as I noticed an increase in my Website solutions fee. Your representative, Anna, explained that I had selected the wrong option and transferred me to Jessie. Despite being transferred to U-Verse Rep, Millie, the issue persisted. After receiving the same number to call again, I requested to speak with a manager and was connected to Tanya. Tanya acknowledged the issue and credited the overcharged amount. The inefficiency of the process, taking 35-45 minutes, was frustrating. AT&T should strive for better customer service despite being a well-established company. - R.P. Owner of Healing Waters, LLC AT&T Account No. [redacted]86

Date: April 8, [redacted] Regarding: ATT Services at [redacted] Locust Street, Columbia TN [redacted] To whom it may concern, I wish to address the issue of inactive ATT service wires that are still connected to my home at the above-mentioned address. These wires are causing damage to my trees and need to be removed. With CPWS replacing the service pole, I kindly request for the old inactive wires to be cut off and removed either immediately or on the same day that the main service lines are transferred to the new pole. Your prompt attention to this matter is greatly appreciated. Please inform me of when this action will be taken, along with any necessary confirmation details. Thank you for your cooperation. Sincerely, Tom R Campbell

My DVR receiver has stopped working, and I was supposed to receive a new one in the mail, but it never arrived. After calling, I received a cordless one, but I actually need the main one. I noticed I am being charged for 4 Genies, but I only have one TV and I would like to keep only one Genie for it. Due to financial constraints and the need for simpler equipment, I am looking to switch to just having internet, DVR with a cordless Genie for another room instead of the bedroom. I have tried to request these changes but have not received any instructions on how to return the extra equipment and simplify my setup. My 82-year-old mother, who is dealing with a broken neck, heavily relies on the TV for entertainment. I am asking for help to adjust the service, check the bill, set up the correct equipment, and ensure my mother can continue watching TV without issues. I am willing to cover any costs incurred. Thank you in advance for your assistance.

Date: 7/23/21 AT&T William E. Byrne [redacted] Devonshire Way, CA [redacted] ATT Account # [redacted]96 To Whom It May Concern, In [redacted], I subscribed to HBO Max through AT&T. Early on, I decided to cancel HBO Max via the Uverse Mobile App. However, I noticed that despite my attempts to remove it, I was still being charged $14.99 monthly. Upon further investigation, I realized that the app's functionality to remove channels seemed faulty as the removed HBO Max reappeared. After contacting Sarah on 7/13/21 (Order# [redacted]A), she was able to successfully remove HBO Max from our account. Given the inconvenience and the app's inadequacy, I request a refund of $[redacted].87, reflecting the 13 months of erroneous charges for HBO Max in [redacted]. I urge AT&T to address this issue promptly to avoid further dissatisfaction and potential service termination. Sincerely, William Byrne, Bsc MSEE MBA JD

I have been using Webshots since the late 1990s. A couple of years ago, I had to retire and started earning extra money through substitute teaching, but due to the pandemic, I haven't been able to work. Recently, my bank required me to change cards, and since updating my payment method on Webshots, I've been unable to access my account. I will receive my next payment on the 1st of September and monthly after that. I have relied on Webshots for my screen savers for many years, and not being able to access them is challenging. I'm looking for a way to resolve this issue as I use my computer daily and have been working with computers since the Main Frames era. How can I navigate this situation for the 9 days until I get paid?

I am using the Access program with account number [redacted]66. I had two unsuccessful attempts to resolve my issue over the phone on October 4, [redacted], one call at [redacted] and another at [redacted] with Karen in California. Karen seemed unaware of my problem but was eager to mention her title at the company. I decided to seek help here and have a paper statement detailing my concern. Regarding the issue, the Access program has a $10 monthly metered DSL connection fee, with a July 19, [redacted] deadline for payment to avoid service interruption. The payment was actually received on July 21, [redacted], but the service was still suspended on that same day, with a late fee added on August 2, [redacted]. I believe that if a hardship service is offered, there should be more flexibility with these additional fees. It has been difficult to get assistance without facing more charges. The lack of personalized customer support is disappointing in today's world.

I recently received my latest bill from AT&T U-verse, and I am quite astonished by the amount. My typical monthly U-verse TV bill is $63.73, but the recent bill shows $[redacted].64, which is over three times the usual amount. This increase is unacceptable, and I certainly will not be paying this inflated bill. I hope this is just an error on AT&T's part, as such a significant rise without any explanation is concerning. I believe customers should not have to deal with such drastic surprises on their bills.

I recently replaced my old TV with a new smart TV. The smart TV is up and running, but I am experiencing issues with the color and sound settings. The color appears hazy and not true to form at times, while the sound is not as clear as it was on my old TV. Despite efforts from my son, who is well-versed in setting up smart TVs, we have been unable to resolve these problems. He suggests that my outdated cable box from [redacted] might be the root cause and that I may need to upgrade it. Could you advise me on whether I need a new cable box and how I can go about obtaining one if necessary? Thank you for your assistance.

Recently, my neighbor witnessed a troubling incident involving elder abuse and supported me as I dealt with a frustrating experience with my previous cellular provider. Despite my efforts to stand up for a 96-year-old neighbor and provide evidence through my Samsung Galaxy Note phone, my old provider hindered my access to crucial information, leading to the cancellation of my account. Thankfully, my neighbor invited me to join their AT&T U-Verse account. At the AT&T store, I attempted to trade my Samsung Galaxy Note for a new device as part of a promotion, but faced complications with the activation. Unfortunately, the device I traded in was flagged by Samsung as it was linked to a missing phone, resulting in me losing out on the promised $[redacted] incentive. Despite assurances of receiving a new device, the replacement offered turned out to be refurbished, not brand new as promised. The situation further escalated with an attempted insurance claim under our joint account.

After waiting 45 minutes for a customer care agent, followed by another 25 minutes on hold, I was met with frustration when I realized the tracking number for my recent order was not working. Despite not even receiving this tracking number, I patiently waited until I was met with the usual "Your call is important to us" message. However, my dinner was cold, and my stress levels were rising, so I had to give up. I had ordered an Apple SE iPhone last Saturday, my fourth or fifth Tracfone purchase over the years, yet it has not arrived. The confusion escalated when I spotted two order numbers in the status email I received: [redacted]4 and [redacted]8. Both indicated the order was approved, but neither had the necessary tracking information. Even now, a week later, I am still without the iPhone SE or a tracking number, while my credit card information remains with them.

Following a recent power outage at my house, the Motorola VIP1216 receiver failed to reboot and displayed an error message. To get my TV working again, I had to swap it with a different unit, but this one lacks the DVR feature. I believe I need to acquire a new unit promptly. Unfortunately, I have been struggling to reach customer service via [redacted]. Prompt assistance would be greatly appreciated to resolve this issue and have a replacement unit sent to my address urgently.

Our cable TV box was lost in a fire in September [redacted], damaging our home at [redacted] 38th St, Sacramento, CA [redacted]. After contacting ATT, we were assured there was no issue. However, our account was sent to a collection agency, affecting our credit score. This has impacted our ability to secure a loan to rebuild our house. I reached out to ATT during the week of July 14, [redacted], and was informed that a letter would be sent to Enhanced Recovery Coll. clarifying the mistake. As of now, I have not received the promised letter. - Glenn O.

I am encountering challenges with Yahoo or AT&T deleting email accounts. I contacted support and faced a 40-minute wait. The initial agent transferred me to email support after 15 minutes of explaining the issue. Following another long wait, the billing agent said they would transfer me to email support, leading to more waiting. Eventually, I reached digital support, but they were unable to assist before a disconnection occurred. The AT&T customer support experience resembles Yahoo's inefficiency. Their automated system mainly focuses on diagnostics even when equipment issues are ruled out. The limited online support options provided do not address real problems. For a leading company like AT&T, their technology and service should be exceptional, but unfortunately, they fall short.

I recently received the updated "Receiver" from your Dallas Fort Worth, Texas center via standard FedEx shipment to my address at [redacted] Treasure Way, Sacramento, CA [redacted]. On Sept 10, [redacted], I sent the "Old Receiver" back using the UPS Label provided in the box to Rialto Dist Cntr - Rev Log, Rialto, CA [redacted]. I have yet to receive the updated "Modem" that customer service mentioned they would send along with the new receiver to enable me to watch programs on my large flat screen TV. I am eagerly awaiting for the "Modem" to be delivered. I have tried calling the [redacted] number, but unfortunately, I got disconnected twice after waiting for a long time. My details are as follows: Darlene S. Acct # [redacted]11 Email: [redacted] I appreciate any assistance you can provide. Thank you!

I have faced numerous issues with AT&T customer service recently. When attempting to change my password, I encountered difficulties over the phone and it took three weeks to resolve. Even when following instructions, such as entering my old password to access my voicemail, I was informed it was incorrect. The online guidance provided by AT&T was unhelpful as some links led to non-existent pages. Today, I tried calling [redacted] for assistance, but the call kept disconnecting. Frustrated by the lack of support options like email, I am feeling extremely overwhelmed by this situation.

Dear community members, GetHuman offers a valuable free service to assist you in resolving customer service issues. Please provide the necessary details to enable us to search our database for relevant guides on how to resolve your problem effectively. By sharing this information, you not only help us prioritize which guides to develop but also create a public page for your issue. This page can be shared with AT&T U-Verse or other customers seeking assistance. Once resolved, you can help others by sharing your solution. Additionally, we can follow up with you to offer further support and suggestions. Feel free to use the links sent to your email for managing the public page or opting out of communications. Thank you for your cooperation in making customer service experiences better for everyone.

My TV keeps buffering and freezing, with pixelated and poor quality images. Despite restarting the system and following online steps for rebooting, the issue persists. After switching to fiber optic cable recently, the service has been highly disappointing and inconsistent compared to the past 10 to 15 years. I urgently require assistance in resolving these problems or receiving compensation for the significant disruptions in my TV viewing experience caused by the subpar cable service.

I am experiencing reception issues with my wired TV through att U-verse recently, leading to pixelated and starting-stopping HD pictures. To troubleshoot, I typically rely on the TV itself. Upon encountering problems, the TV prompts me to reboot the wi-fi network box. After following this step, which should take approximately 10 minutes, it has now been an hour, and my TV screen still displays "U-Verse" with a circulating circle on the lower right side. Despite verifying that all lights on my wi-fi box are green, there has been no progress in resolving the issue.

I canceled my service while moving into a rental and waiting for my new home to be ready. Even though I didn't receive any service during that period, I got a bill. After contacting ATT, a representative assured me it was just an auto-generated bill and not to worry. Now, when I tried to order service for my new home, I couldn't get approval due to an outstanding balance for the period I didn't use the service. I spent over two hours on the phone getting transferred around. They mentioned I would receive a final bill eventually but couldn't offer any immediate assistance.

My friend, Angel V., residing at [redacted] 21st St., Berwyn, IL 60[redacted], unit [redacted], encountered an issue with his U-verse basic TV service. The connecting equipment does not match his new TV set, which is only a year old. Despite reaching out to AT&T on his behalf last week, June 27, the agent was unable to resolve the problem, leaving Angel without TV service. Angel, who suffers from a seizure disorder, relies on television for entertainment and information, making this issue particularly challenging for him. He simply wishes to connect his new TV to your service and continue his subscription. Please advise on the necessary steps to ensure that Angel can successfully link his new TV to your U-verse service. Your prompt assistance in this matter would be greatly appreciated.