AT&T

I have been an AT&T Uverse subscriber for about two months now. As Uverse becomes available in your neighborhood, you may be looking to add it in your home.

Let me tell you about my experience with AT&T Uverse.

I was very unhappy with Time Warner Cable, as it was unreliable at best. I spoke with the folks at the AT&T home office in Texas and I was assured that I would have a pleasant installation. I explained to them that I needed their installer to be respectful of my home and of my time.

Apparently we had a miscommunication.

I had an appointment with them for a Wednesday between 1 and 3. On Wednesday night at 7.30 I got a phone call from an installer’s cell phone saying he was really sorry that they hadn’t shown up, could they come at my convenience any day? He was nice and apologetic, and I asked them to send someone between 8 and 9 the next morning. He was incredibly enthusiastic and said, “We will be there at 8 sharp!”

At 11 o’clock the next day an installer showed up. He was a know it all. I asked for the the modem to be installed in my family room so that my wireless would work in the entire house and back yard. He installed it in my office, in the front of my house. That means that there is no wireless Internet in children’s rooms or in the back yard. He also used my bathroom twice. In fact the second time he used it he said to me, “I’m just going to drop a load and then I’ll be on my way.”

This is all happening while I’m alone in my house with him.

So, I deal with the improperly placed modem, the holes unnecessarily drilled in my walls and cleaning a toilet after the AT&T repairman. I call the offices and they send someone out to reinstall. It’s done properly, he’s clearly senior and declines even a glass of water. It is perfect.

It is perfect for about 5 weeks. Now it is slow. I’m paying for an 18 megabit download speed and I’m getting an average of 8 to 11. It’s not okay. I spent 2 hours on the phone with their technical support a few days ago and once he got me up to 13 he was ready to hang up the phone. Again, not acceptable. If I wanted a 13 megabit download speed that’s exactly what I’d be paying for, right?

Then there was a whole song and dance about how the wireless wouldn’t deliver exactly 18 megabits all the time. I realize that, when it was installed, and for a full month thereafter I was getting about 17.5 to 18 Mbps in exactly the same location.

Today our internet is still very slow, but the bill arrives right on time. I’m getting about 11 mbps for download speed

and the queue for technical support is 51 people long

Of course there is always e-repair, right?

Although I can offer no alternative (I’m seeking one myself) I would not recommend AT&T Uverse. I had a few good weeks, but mostly it’s been a dismal experience.