AT&T U-Verse is a streaming television service offered by AT&T. While the U-Verse brand used to include landline and Internet broadband service, AT&T has restructured and the U-Verse name now only refers to the TV product.
AT&T is the largest telecommunications provider in the world, which means that it gets a huge number of customer service calls each day. Below are some tips for getting the most out of this service.
People call U-Verse customer service for a range of reasons, including:
U-Verse technical support is available by phone 24 hours per day, seven days per week.
Billing and account issues can be discussed with a U-Verse customer service representative Mondays through Fridays from 8 am to 7 pm local time, and on Saturdays from 8 am to 5 pm local time.New service can be arranged by phone Mondays through Fridays from 8 am through 10 pm, and on Saturdays and Sundays, 8 am through 5 pm Eastern Time. Disability resources are available via TTY or voice-based support Mondays through Fridays, 10 am through 10 pm Eastern time and Saturdays, 11 am through 7:45 pm Eastern time. Please note that there are different toll-free numbers for technical support, new service requests, disability voice service, TTY, and billing and account questions.
When calling, be sure to have your account number handy so that your representative has no issue pulling up your information. Also, if you are calling about technical issues, try to make sure that you are in front of your TV, with your remote control handy, so that your representative can walk you through necessary diagnostic tests.
Many customers have mixed feelings about their AT&T U-Verse customer service calls. Some report long wait times and others note that U-Verse representatives are not always able to help resolve issues.
Another concern is internal communication between different representatives as well as communication between the company and its phone staff. Consumers report situations in which a representative offers a solution that is never implemented, as well as conflicting information from representatives.
AT&T U-Verse call center representatives can help with most customer issues, including product and service sales, arranging repair and installation appointments, answering questions about service and adding or subtracting new services, such as an optional movie or sports channel.
Phone-based customer service can often run remote diagnostics on equipment, but can't repair malfunctions. The best that a representative can do is provide information on shipping or bringing equipment to a repair center.
Sometimes, and despite your best efforts to communicate calmly and effectively, calls to customer service representatives fail to resolve your issues. While this can be incredibly frustrating, it's also important to not give up.
Here are some ideas for what you might do if an AT&T U-Verse customer service representative fails to address your concerns:
Take a few minutes to write down or type out what happened on the call. Note the time and date of the call and if you got the representative's name, include that in your report. This information can be useful when you contact AT&T U-Verse again.
While you are writing, spell out what your concern is and how you would like to see it resolved. Having this information in front of you can help keep you on track in your discussions with AT&T U-Verse.
Call back: The quality of phone-based customer service can vary depending on the person you speak to. Training, experience and personality all affect the quality of a customer service interaction. By calling back, you'll likely reach a different customer service rep who may be able to help.
Use live chat: If you prefer text-based communication, contact AT&T U-Verse customer care via the live chat service on its website. The advantage to this approach is that you'll have a written transcript of your conversation and proof of the representative's promises. This can be useful if you have to escalate matters later on.
Post your concern in AT&T U-Verse forums: Like many companies, AT&T hosts a customer forum on its website. This is another way to connect with customer service.
Reach out over social media: AT&T U-Verse has social media profiles on several platforms. This is a third way to engage in a text-based exchange that might resolve your issue.
Visit an AT&T retail store: In some cases, a face-to-face conversation with a store associate may be the best way to resolve an issue.