We signed up for AT&T Uverse service including voice telephone, internet and television service and scheduled an appointment for installation on July 6, 2012 at 9:00 a.m. At that time a technician who identified himself as Pete came to our home. Pete was there for 8 hours during which he disconnected our Comcast service and installed telephone, internet and television service. When he left at about 5:00 the television and internet was working well. He told us that he had done everything he could from our end to install the new telephone service and that AT&T was working on their end to connect our service. Pete's instructions were to install telephone service and he did everything he could at our house and contacted AT&T to complete activation of the service. He said he expected AT&T to finish connecting our telephone service in an hour or two. Our Comcast telephone service was disconnected.
When we had no telephone service on the morning of July 7, I called AT&T technical support. I was referred a couple of times and ended up talking with Heather for about 50 minutes. Heather told me that the order form said we had not ordered telephone service. The "notes" said we had ordered telephone service, but the order form was different.
We definitely ordered AT&T telephone service as part of the Uverse package. If we had not ordered AT&T telephone it would have been a major mistake for the technician to disconnect our Comcast service leaving us with no phone service at all.
Heather said that the order would be corrected and that she could have telephone service installed on July 12. This would mean that we would have no phone service for a week. I said that this was not acceptable and asked if they could reinstall the Comcast service which they disconnected on July 6. She that could not be done.
It is entirely unacceptable that AT&T came to my home on July 6 and disconnected my phone service and will provide no service for any period of time.
I spent four hours on 7/7/2012 either on hold for AT&T or talking with representatives. The bottom line is that they screwed up the order and are unable to give us phone service until (allegedly) 7/12. We will be without phone service for a week.
Based on this experience I would recommend that everyone avoid signing up for AT&T Uverse. The service we received in this connection would have to improve dramatically to qualify as incompetent.
