We purchase U-Verse service in March **** (TV & Internet-account **********). Since t...
GetHuman-jackra's customer service issue with AT&T from December 2018
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The issue in GetHuman-jackra's own words
We purchase U-Verse service in March **** (TV & Internet-account **********). Since the beginning of October **** our TV service has not function correctly - when we turn on the TV w. remote we hear the “On” tone but no picture* about ** seconds later the same tone automatically sounds again – the screen turns on w. a fuzzy picture* about ** seconds later the tone again sounds and we get a different fuzzy picture w. loud static. Eventually the TV turns on correctly. We have reported this problem to AT&T customer service at least * times over the past * weeks. We review the problem for about ** minutes and are told there is a “minor sync” problem, which they will correct by “rebooting” or “reloading” our service. This corrects the problem for a few hours, but the problem returns. In mid October AT&T sent us a new receiver and the problem seemed to be corrected. However, within a week the problem returned and has actually worsened -the “On” tone now repeats at least *X before we get a picture. I called AT&T customer service again on Saturday (December *). I demanded that At&T credit our account since they did not provide us correct TV service – they credited us for ten (**) days of service. They again "corrected" the service - OK for a few hors, but problem returns. I had a “Chat” w. “Sam” yesterday (reference *******************) about this problem (a transcript of our conversation was e-mailed to me). Sam told me “ there was a minor sync issue” and he “reloaded the software”. He assured me “we have got the issue fixed”. The TV turned on correctly for about * hours and the problem returned. I trust AT& T appreciates my frustration and dissatisfaction - we will not pay for service that AT &T cannot provide, nor will I pay for an AT&T technician to come to my home to resolve this problem - this problem needs to be resolved without addition expense to the customer. If AT&T cannot resolve this issue immediately, please cancel our U-Verse service. I also intend to file a complaint w. North Carolina State Consumer Protection office. Thx.
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