AT&T U-verse Reviews

Here is our first AT&T U-verse review….our thanks to Marilyn for sharing her thoughts.  If you would like to share your own review, feel free to drop us a line here….

We’ve only had Uverse for a week or so.  My initial reaction is WOW.  Great TV picture.  Great, speedy internet service.  I’m still learning the phone features, and, other than a small delay in dial tone when i pick up the phone, it seems fine.

Here’s my one point of contention.  And a week ago, it was enough to make me reconsider our decision to go with Uverse.

I began looking at Uverse long before it was available in my city (Springfield, IL).  I’d been dissatisfied with our cable company because they routinely choose not to provide the St. Louis Cardinal ball games on FSN (Fox sport; St. Louis).  Other than that, cable was okay.

We talked to a sales rep at the local AT&T store and mentioned how we wanted the ballgames.  He said, “No problem” and showed us it was included with most of the packages.  I had seen the same information on line, so now all we needed to do was pick a time to make the move.  Someone came into our neighborhood a few weeks later offering the package, so my husband and he agreed on an installation date and we were set.  It was even easy to re-arrange the installation date.  Still all was very good.

Before the technician left, he provided the channel directory (your form # ATT807183UVCD-3 dated 6/09).  About 8 that night, I wanted to watch the ballgame, only to find a message that it wasn’t available with our package.  That didn’t make sense since we’d signed up for the U-200 and our channel directory and previous discussions clearly indicated it was part of not only the U-200, but U-100 as well.  I called technical support.  After a long internet chat and finally a phone call, I was told they’d give me the sports package free for a month and that I’d have to take the issue to customer service.  It took me a couple of days before I could get home from work in time to call customer service, but when I did, the rep. seemed confused by the situation saying she was selling the U-200 package with FSN.  She talked to a supervisor, said she would connect me to tech support where the problem would be fixed.  Once I got to tech support, I was quickly told I couldn’t have FSN with my U-200 package.  Basically, I was back to where I started.  I asked to be transferred to whoever could disconnect the service.  Of course, I was put on hold and didn’t have time to wait.  By the next morning, I thought I should try customer service again.  I was told FSN was not part of the package but I could add the sports package for $10.  Since your service is already costing more than cable, I’m not comfortable committing more of our monthly budget, so I finally just said goodbye.  Luckily, my very bright, college-aged daughter heard the exchange.  She picked up the channel listing and said, “Mom, if you drop to U100 and add the $10 sports package, you’ll actually be saving $5.”

With that, we went on-line and made the change.  My husband isn’t getting DYI network, but I’m getting baseball games.  At the same time, all the sports programming is a distraction to my teenage son and not really what I want for him.  But I made the compromise to just be done with it.  I’d committed several hours to phone calls, my husband committed a full day off work for the installation… and we just need to move on.  But the entire transaction has left me with no “feel good” about AT&T.  As our four family cell phone plans come up for renewal, I won’t think twice about looking elsewhere even if that means giving up our beloved i-Phones.  And when I feel like dealing with another TV conversion,  that could happen as well.

Bottom line, I’m very disappointed that we were sold one thing, and once we made the purchase discovered that we actually were getting something else.  You need to update your marketing materials and make sure your employees know exactly what they are selling or have sold.

Thanks for reading this long message. We have neighbors interested in your service, but I’m not giving glowing reviews to fellow Cardinal fans.  Of course, if you’re a Cubs fan, WGN is in the standard package.  Since an informal survey by our local newspaper shows about and even split between Cards and Cub fans, you may want to re-think your “strategy.”