AT&T U-Verse - Cons and Controversies

AT&T's U-verse service is riddled with positive and negatives. However, while the positives are quite good, you do need to know about the issues with installations, service, and overall speed when it comes to the internet that is included with many U-verse packages.

AT&T U-verse Long Install Time:

AT&T's U-verse is infamous for taking up to five or more hours to install. This is because many customers’ homes are not properly equipped to have a quick install of the service. Not only does this mean you must be home for this entire time, but AT&T might even have to return to your home to complete installation because they need additional manpower. AT&T could also damage your home because they need to run more cable into your home to complete the U-Verse installation. This can be very stressful, costly, and just a plain pain in the butt!

AT&T U-Verse Availability:

While that might seem bad, some people are simply unable to get the AT&T U-Verse service. This is due to the slow roll out of the service to customers across the nation. While AT&T has been laying more cable down to ensure that service can be provided, many customers have wanted to signup. AT&T simply has not been able to keep up with demand in some markets, creating customer anger and possibly a loss of overall customers in the service. AT&T does not inform its customers very far in advance about where exactly they are rolling out service. This leads to customers only being informed two to three months before service is scheduled to begin in their area. This is partially due to AT&T playing into the cable industry's game of pick where you want to serve. There is often little competition from other cable providers in the areas they serve, leading to a monopoly. This has caused many AT&T customers to become extremely angry and demand that the price be lowered on their services.

AT&T U-verse Support:

Support for the U-Verse service itself is actually quite decent. It is all based within the United States, making it easy to talk to the customer service representative on the other side of the phone. Wait times are the biggest problems. During some times, wait times on the phone can be 30 minutes or more. Not only is this crazy, it is expected for customers to wait this long. If you want to reach AT&T support during one of these periods, try calling back during off peak times such as late at night and mid afternoon. That way you will be able to get right in and have your problems solved.

AT&T U-Verse Pricing:

AT&T's pricing of the U-verse service itself has come under scrutiny. Many customers are charged different prices after having the service for 12 months. They feel that being placed on promotional plans should mean that their services should be continued to be charged at that rate. While this would be nice, AT&T rarely agrees and typically tells customers to continue to pay the rate or cancel their service. You might be able to get a price reduction by telling them you want to cancel, as they can then offer you a special retention rate!