AT&T U-Verse is a great service (when it works), but the service technicians are not well trained. The original installer took 10.5 hours to install dual lines for 4 phones and set up 3 TV’s . . . and he did not get it right. In fact, he was totally perplexed as how to wire two lines for a two-line phone. He had only wired dual lines to single-line phones that roll over to whichever line is calling in. Since we have two-line office phones, he wired both lines into a single wall connection and plugged a splitter into it. I even know better than that. He also did not centrally locate the wireless modem, so we were not getting much of an Internet connection in my wife’s office.
The second technician said the phone lines were wired correctly, and that a single two-line wire going from the phone to the wall connection would be sufficient (no splitter). He said the first guy was trying to connect two lines through a single line cord which did not work. However, the second guy had pulled out the wall wiring to check it and plugged a two-line cable into the wall socket that was not connected to the phone. Surprise it did not work.
The third guy came out and pulled the wiring out of the wall (yet again) and said that the in-wall wiring had come loose when the second guy put everything back together. This time he actually connected the two-line cable to the phone and wall correctly. It finally worked!!! But there was limited Internet connection at one end of our house. Download speed was 0.97MBps (I pay extra to get 24MBps.)
AT&T was back yesterday (their 4th trip in 7 days). They decided that the best solution was to hardwire an internet connection for wife’s office. I told the service tech that he could cut through the drywall at the top of the wall and drill a hole upward through the top plate, since the location is pretty close to the eave. He told me that it is not a problem and he would go up in the attic and drill down through the top plate. (Whatever. I was just trying to save him the extra effort, since we plan on remodeling that room anyway.) Long story short, he slipped and put his foot through the ceiling in the living room (a place we were not planning on remodeling.) He told me that they will pay for the repairs, but the accident could have been avoided if he had only done what I suggested.
The good news is that everything is working now, but man, what a fiasco.
So far, our AT&T service has been like living with a toothache. At some point it will be over, but until then it is extremely painful.
Other issues that I have run into are calling customer service. When you call in, you have to give them the account number or the phone number about which you are calling, plus the security code and verify the name on the account. Each time they transfer you, you have to give the same information to the next person. Their customer service is somewhere outside the US, and these people are all following a script. It’s exhausting. Twice, I have had to ask for a supervisor so I could stop being transferred and get an answer. I do miss TWC’s US-based customer service.
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Amount Paid (US$): 140/mo