AT&T Uverse Customer Support Issues Nationwide

I recently switched internet service from Comcast to AT&T. I was so pleased with my service...85 mbps! Amazing. However, I've found nothing but issues in dealing with their customer service and technicians.

First, by my own fault, the fiberoptic line was cut in the yard. AT&T was very fast to respond to my request for help and sent a technician out to replace the broken line. He ran the line and instructed me that a construction crew would be out to bury the line within two weeks. In a couple of days, I came home and saw a trench dug in my yard, a fiberoptic cable laying across my son's playset, and a big mess at the box going into the house. I assumed they would be coming back the next day to finish the job and just couldn't for some reason. Several days passed with no change.

I contacted AT&T, who told me no construction crew had been out there. Based on the state of my yard, one obviously had. After almost an hour of checking, they told me they would have one out the next day. When that construction person arrived, they told me that the work had effectively been done, but terribly. First, the crew that had come out decided to trench the yard and put a whole new line in themselves, but left the old line laying out across the yard. They then didn't bother cleaning up their mess and left. He took care of things for me and all was good.

Flash forward to this week. My modem started experiencing problems with the wireless, where the 5Ghz radio stopped working though the 2.4 Ghz one still worked. After a hour of troubleshooting, the representative decided that the modem needed to be replaced and told me she would ship a new one out to me that should have arrived today. When I got home, no new modem. I contacted AT&T, who told me no ordered had even been turned in for the new modem! So after an hour on the phone with the rep, they just decided to do nothing! This new rep apologized and told me she would put in an order to replace the modem. She also told me that I should receive confirmation that the order has been placed and to look for that to be sure everything is ok. I still have not received that confirmation so am losing faith that this second call produced any results.

As a product, AT&T's is amazing, but they have a LOT of work to do in terms of the client experience. The best internet service in the world is only as good as the people who support it.