Review of AT&T U-VerseMember review of |  about |
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I've had the service over 6 months now. I don't miss Comcast at all. I did have a weird TV issue and spend way to long on the phone with Level 1 in India and the VoIP connection was down right painful. Fortunately after 60+ minute with Level 1 I got bumped to Level 2 and the problem was resolved in minutes. I had one issue with massive DSL correctable errors. Two truck rolls later and supreme intervention from Level 2 got my home run replaced with CAT5 and the errors were eliminated. That whole process took 2 weeks because I'm limited to Saturdays. I recently upgraded from Elite to Max 10 which promptly was upgraded to Max 12 at no additional cost plus they gave me $10/mo off as a promo and $40 in the form of a rebate check. Not to bad IMHO. Original: Zero wait time for order placement. After they accepted my order things didn't go so well. Computer was down so they placed a paper order but did follow up to say the order was "in the system". I needed a weekend install so the install date was 3 weeks from date of order. That seemed a tad long but I took it. No confirming email was received but I did get a letter and postcard in the mail so I figured (silly me) all was good. Just to be on the safe side I sent a note to the teriffic folks at ATT Direct and they confirmed they could see an order for my BAN (U-verse speak for customer number?) in the system. That was a good thing. The morning of my install date I called ATT to confirm things were still good to go. The rep read back my install time, contact numbers etc. and all was 100% correct and assured me the install would happen that day. Well, and hour and a half into my install window no call to confirm but maybe ATT doesn't confirm things like Comcast does. I decided to call support again and they said I should have heard from the installer but the rep would contact dispatch and get back to me "right away" with an update. 30 minutes later not call back. Now my install window was officially over. I called support again and got another rep who said basically " I should have realized since I didn't receive a confirming email my order wasn't completely processed". Nevermind the confirming letter and postcard. "No email no install". He said he would have dispatch contact me directly. Dispatch did call in about 15 minutes to say my order never made it to dispatch so they appologized and would like to reschedule the install. I offered to let them come over anytime as late as they wanted even the next day but the best weekend date was three weeks from today but it was early morning slot so I took it. Minutes later I got an email confirmation so this looks better. Looking at the fine print it seems ATT's free install might cost me $55/$75 per TV if they need to run new cable. Since I am keeping Comcast minimal service so I can keep my current Comcast HSI pricing I hope this isn't really true. No new free cabling, no deal. Time will tell. So at this time my experience with ATT U-Verse has been subpar but I am giving them one more try to make things good. I really don't have a "warm fuzzy" about it but the JD Power Survey says they're the best. JD Power couldn't be wrong could they?  Circle November 15th on your calendar for an update to this review. November 15 is my newly rescheduled install date. FIngers firmly crossed too. Update: 11/15/08 as promised. The install went off today without a hitch. The Tech arrived 15 minutes early. I laid out my ideas and concerns which he answered. The install took a total of 3.5 hours for 3 TVs and DSL. The U-Verse TV menuing system is different than Comcast so there will be a learning curve. I don't know if it's better or worse than Comcast but it is different. I am close enough to the VRAD so my sync speeds are pretty much the maximum to be expected which is good if ATT ever offers higher speed profiles. So at this early time in my U-Verse exploration I give ATT U-Verse a conditional "Thumbs Up" and Cudos to my installer (who goes by the name of Justin). My wife was really caught off guard by his rather unusual earrings. Followup comments:
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AT&T U-Verse
(64)
(41)
(16)
Morton Grove,Cook,IL
$154 per month
about 42 days
"Total Home DVR Rocks"
"Level 1 support offshore and basically clueless"
"Still worth the price"
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