- User Rating: Disappointing
Pros:None, unless you enjoy long phone wait time, incompetent customer service, and incompetent technicians
Cons:Long phone wait time; incompetent customer service; incompetent technicians; Did I mention incompetent customer service?
The Bottom Line: Find a different provider.
I have been using DSL for years, but since it is too slow for streaming anything over Roku, I thought I would get a faster internet service. I researched U-Verse and Comcast and decided to go with U-Verse. When they came to install the service (on a Friday), they disconnected my DSL and then found that they couldn't complete the U-Verse installation. So they stopped the installation and left me without DSL. After spending 2.5 hrs on the phone (1.5 the first day and 1.0 the next), they finally said that they would send a technician within a 4 hour window on Sunday afternoon. After wasting the afternoon waiting on the Tech, I received a call stating that the order was filed incorrectly and that they wouldn't be able to finish the install. They rescheduled me for 9am Monday morning. On Monday, I called to verify the appointment. After another hour on the phone, they informed me that they would not be able to get to me until after 4 in the afternoon. When they again didn't show up, I called to find out the status and, after another 1.5 hrs on the phone, was informed that they couldn't do anything until Thursday. At this point I cancelled the order and had them reinstall my disconnected DSL.
If this is how U-Verse treats a new customer, what will they do when I am "locked in"? Generally, in the business world, it is cheaper (and better) to maintain an existing customer than it is to go out and find a new one. U-Verse has NOT yet learned this important lesson.
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