 Review by Doctor Four 
UPDATED: 1.3 years ago
member for 9.2 years, 4655 visits, last login: a few hours ago
 Dallas,Dallas,TX
 $112 per month
 about 18 days
 "Excellent SD picture, HSI fast & reliable"
 "(Very Minor): No TXCN or Weather Channel Local on the 8's"
 "Excellent value for money vs. Time Warner"
| Pre Sales Information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
(ratings match consensus)
|
Today we got our U-Verse installed, after signing up for it a few weeks ago when the
sales people were going through our neighborhood getting new subscribers.
Originally I had AT&T Elite DSL with Time Warner Expanded Basic Cable (no premium
channels or digital cable). While the DSL was reasonably fast (5000/620 average on
speed tests), the cable wasn't all that good picture wise. Several channels had noise on
them, and between the two we were paying $52/month for the cable and $35 for Elite
DSL. While this seems like the U-Verse is more expensive, there are more channels, a
DVR, and we're paying $5/month extra for the 4th STB (Set Top Box).
The install tech arrived at about 12:40 PM, after first doing some preliminary work at
the VRAD. He ran a new coax drop to the 2-Wire Gateway, and was able to use some
of the existing cable wiring in the house to connect the STBs. On one of them he had
to run some new RG-6 to my bedroom, then coax along the floor by the wall to the STB.
Because our crawlspace is so small under the house, he was unable to reach the
existing coax. It took about 6 1/2 hours to complete, and except for a minor problem
with my Internet speed level (we had signed for Elite, but the order had gotten this mixed
up and it said Express). He was able to get that cleared up over the phone, and I tested
my speed before he left (it was 5505/919). He also showed us how to use the remotes
and the DVR.
I haven't used the DVR yet. The limitation to only one HD stream is often given as a
bad point for U-Verse reviews, but since we don't have an HDTV, I don't have any Bad
Points yet. Another bad point is slower speeds than cable, but U-Verse now offers
10/1.5, which is competitive with what Time Warner offers.
The only things that seem to be lacking are in the TV channels: there is no TXCN, nor
Weather Channel Local on the 8's. I don't consider these significant bad points as not
having them is beyond AT&T's control - both are exclusive to cable.
Update, July 5, 2008:
If you use the Motorola Set Top Boxes, you'll want to avoid using the coax connection
to the TV, as I found out after posting in the U-Verse forum that there was a known
issue with this.
At first my mother had called Tech Support on this, and the Tier 2 tech was supposed
to be calling back the next day at 5:00 PM. He never did call, and I ended up speaking
with someone at Tier 1, who suggested swapping out both STBs. That didn't really
improve things, so I posted in the U-Verse Users forum about this and found out about
this problem. Some RCA cables did the trick on all the sets that had been connected
using the coax.
The only other minor issue has been occasional freezes of a few seconds on some
channels.
The price is more than we were initially told, but I am not counting any negative
against AT&T for this, since before with DSL, Time Warner cable, and my old
Linksys router we had no HD or DVR, only about 70 or so channels, and the
wifi to my mother's computer would go out regularly (it hardly ever does now).
Followup comments:  
JCS
@gm.com
|  I am sorry but I will never have AT&T
We had AT&T DSL and phone service for some time and did not have any problems with it. One fine day we get a call from AT&T saying since you already have internet and phone services with us AT&T u-verse would be a better deal for you. After listening to package detail, it sounded good and we decided to switch. At this time it's the same company so we did not have to do much, they took care of setting up the request and the whole nine yard. Finally the day came when they switched us to AT&T u-verse and at this time we lost internet connection only for couple hours while they switched the services. My husband and I work from home a lot so we need to have wireless capabilities. From first day itself the wireless never worked. We made tons of calls and every time we were told they will send better technician to fix the problem. The funny part was each time a 'better' technician came and told us the same thing that they can not believe that we have any internet connection available as we are not in their required range of services. After the first one told us this, we did inform the tech support/ customer service that your technician is the one that thinks that the area we live in is not ready yet but they would not listen and tell us that they will send a better technician (that’s what they are told to do). Finally I forced them to switch us back to DSL, to this request I am told, we are not the same 'company' (he did say company and not department) so I have to call to cancel the AT&T u-verse services and then call DSL ordering dept to request new service. I was stunned when I was told that as when they wanted to sell us the AT&T u-verse services it was one company and when I asked them to switch us back because they could not deliver what they sold us, it's a different company. Unfortunately having internet connection is very important since I work from home off hours a lot, so my husband called up AT&T DSL and finished the ordering process (at least that’s what we thought). The DSL dept told us it will take about two weeks to start. We asked and confirmed with both AT&T DSL and AT&T U-verse that you both will communicate with each other and make sure that we have the minimum time without the services and we were given the assurance that before u-verse disconnects the services we will receive the call and DSL will be able to start the services in few hours once the u-verse is disconnected. Our u-verse services (including the phone line) got disconnected about 10 days ago and there is no sign of DSL. (We did get the phone services back after making several calls and fighting with them.) During these last 10days when I called to ask when am I getting my DSL services back, sometimes we were told that there is no order for us and in the next call they will say they are working on it. I completely lost it when last Wed 07/02/08, when I called to ask about our DSL connection, the DSL support person transfers me to customer support and the lady there asks me "what can I do for you". When I heard that I was so mad... I asked her if she knew why I am calling, and she goes I am sorry to hear that you are having trouble.... to this I could not stop my self and I told her the entire saga and asked her what kind of company they are running and how important it is for me get my DSL connection... to this she again asks me, "madam, what can I do for you?"... I lost it and told us "Hello , am I talking to a wall here? you are of no use to me get me a manger or someone with any brains" and she goes I don't have to listen to you and she hangs up. You can only imagine how furious I would have been at that time. During the times when I talked to that lady and to mangers/supervisors (in my previous calls to AT&T u-verse) I tried to be reasonable and said, it's ok may be you were not aware that the services will not work in our area but don't you think now it should be your responsibility to get us back to our old set us and that too it's with you company only. I was not asking them to set us up with some other provider. We finally made a call to another provider and getting the services started but I think this was the height of ridiculousness. I work in an IT industry. We do offer alternate solutions to our customers, and if we fail we work in double shift to make sure that it cause the least amount of inconvenience to them. I did realize one thing though, how much my life is dependent on phone and internet. Luckily I am a salaried employee and I have flexibility to make my hours and sources (like Panera bread) when I could go and do my work but think about people who are hourly. They will loose so much money.... AT&T is not going to pay for any lost income.... Think think think before you switch to AT&T.... I hope I never have to switch back to AT&T. | |
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Adrianamk
@sbcglobal.net
| Re: I am sorry but I will never have AT&T Your story is so much like my story, As I read I felt like you were telling mine. I switched to AT&T U-verse about 3 months aga after a call from tham tellings we would be having a better service and for a better price, I trusted them since it was the "SAME" company we had done business with for the past 4 years. the internet had never work for more than one hour. and now they are telling us we can't go back to DSL! I'm cancelling the whole thing and going to another provider!. AT&T U-verse is the WORSE! | |
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Scurbby
@sbcglobal.net
| Re: I am sorry but I will never have AT&T I have att uverse as well, and the only thing went wrong was when they came to install everything. the young lady I felt did not know enough to install people lines and equipment. She finally called the supervisor out to my house plus two other tech, so I had three people pluse the young lady. She came about 9:00a.m. and finally finished about 5:00 p.m. The service has been great, clear, and I have not had any real problem with my internet or TV's. I had three TV's hook up and my computer for internet and phone line for telephone. I'm in Detroit/Redford border. I hope I will not experience what I have just read from some of the people that also had it install. Good luck Detroit/Reford/Southfield border | |
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dekaen
@sbcglobal.net
| Very Disappointed My experience with ATT Uverse has been very negative. From the get go, the original order was incorrect, the installation was a disaster and the customer service totally unacceptable. I have been trying to combine my wireless service with the uverse account and have been promised call backs quick resolution and credit on my account. None of these have ever occured. TV programing from remote locations only works about 1/2 the time and no one knows why. I have been on the phone with customer "lack of" service for more than 5 hours. I have kept a record of all the calls and to whom I have spoken. Each time I have to explain the problems all over. Don't they look at the notes that were suppose to have been left on the account? I am sorry I went with the Uverse and I am looking for a different company to meet my needs.  | |
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Dont do it
@sbcglobal.net
| Deja vu Look out Charter, I am coming back! The is the worst switch I have ever made.
The previous stories sound like mine. Awful awful awful!! I wished I had never switched. Worst mistake, worst intall, and horrible customer service EVER! Spotty reception/connection and I live “in the area of coverage”
The installer came at 1100 am. I had 2 TV boxes and one modem to hook up. I already had AT&T internet lines they just had to switch the modem. In fact he used the same lines to the house and to the TVs. By 3 I had to go to a funeral- he was still not finished. My neighbor stayed until 6:30,- still NOT finished. All that was left was to cut back the 6 foot cables from the wall to the TV which was 6-9 inches away. But he did not “have the right tool to cut them”
Everything was working fine for 10 days, then poof everything shuts off. When I called AT&T they said they did not have record of me getting the install so they cancelled the order. I had to wait 12 days for them to come back out to ‘turn it back on’. NO TV NO internet!!!
Since then my internet goes down every other week or freezes up. I have had to reboot my cable box frequently. I cannot figure out how to run my DVD player and the cable box. The TV reception has irritating freeze moments and popping sounds on local stations.
BUT Most importantly…….The helpline sucks!!!! I have been ‘disconnected’ more than a cold caller! Oh yeah, they have my number in case we get disconnected, but they never call back. And trying to find the person you were working with is impossible. So you have to retell your issue again and again.
Shelagh | |
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u r dumb
@rr.com | Re: Deja vu U R DUMB how do you complain when you don't know how to connect your DVD player. i have a complaint! you are dumb! | |
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illinois watcher
@sbcglobal.net | Re: Deja vu URDumb:
There is no place for you here in this discussion. Find another place to make your idiotic comments. | |
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