Originally Posted by chuckf1
28210. Got my post-card in today's mail and just went on-line and signed up. Waiting for my e-mail with installation date.
UPDATE: The horror, the horror.
I'll try to condense this as much as possible, but bottom line, stay away from U-Verse. Far, far away.
My installation for internet and HD-DVR was set for the Friday after Thanksgiving between 9:00 a.m. and 11:00 a.m. The installer arrived at just before 11:00 a.m.
Too about 4 hours to install and he had some trouble picking up the signal from U-Verse. Finally solved at about 3:00, I started playing with my new toys. The DVR has some really cool features that the TWC equivalent does not have....such easier to set up season-long recordings of shows and they have sports and news tiers, although I'm not sure they use the word tiers, but it sets up sports or news programming on the side of your screen and you use the remote to downward scroll until you reach the game or news show that you want.
I really can't speak to the HD PQ because it was mid-day and my windowblinds were open, flooding my living room with light.
I moved on to setting up my internet. About 5:30 I lost my internet and turned on the TV and that was gone too. Called the U-Verse tech service and they had me turn off and on the main router, connected to the phone line, which is the gateway for the U-Verse service.
No joy and the tech put me on hold came back and told me that she had called the installer and that he would come by my place between 7:00 p.m. and 9:00 p.m. He never showed. Later other people in the tech department and the installer denied that the the appointment was ever made by the first tech I spoke with.
Figuring that if Day One's service was so bad....imagine what it would be like after the 30 day trial period ended, and they actually had my money, I decided to cancel the service.
Saturday morning I spoke to the cancellation department and they told me that I would have to UPS the equipment back. I refused for two reasons: 1.) I only had 2.5 hours of service and didn't feel the need to box up the faulty equipment and haul it to UPS and 2.) somebody needed to come back and unstaple the cables they ran from the phone jack in my bedroom to the TV/internet in my living room.
The cancellation department agreed and transferred me back to the tech department to set up an appointment. Then it started going downhill. The tech department refused to set up and appointment and I ended up talking to a manager who hung up on me, because as he said, I used "foul language." Guilty as charged because I was pissed off at his obstructionism. But not as pissed off as I would become.
Called back the cancellation department and spoke to a manager who set up an appointment for someone to come by after 2:00 p.m. and pick up their equipment and destaple my baseboards. When I asked if nobody had come by by 5:00 p.m., if I should call back, the manager said yes and gave me the department (dispatch) and the name of the person to contact.
Ran a couple of errands and was back at my place prior to 2:00 p.m. Nobody showed up. Shortly after 5:00 p.m. called back and through the U-Verse automated phone lines found out that the cancellation department had just closed. Ter - frakkin' -riffic!
Got the number for the tech department and called them back. They would not connect me to dispatch and denied that an appointment had been set up for that afternoon. Ended up yelling at both Tier 1 and Tier 2 managers. Finally the Tier 2 manager set me up another appointment for Sunday morning between 8:00 a.m. and noon for somebody to come by and haul away their stuff.
Shortly after 10:15 a.m., the original installer showed up and did what they were supposed to do on Saturday afternoon between 2:00 and 5:00.
All in all, between the end of the installation and when I cancelled my acount, I was a customer for 20 hours with an actual 2.5 hours of U-Verse service.
The moral here: If U-Verse comes to your neighborhood --- move away. Far, far away!