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AT&T U-Verse Questions

We're seriously considering moving to AT&T Uverse (bundled Internet+ Phone); we're sticking with DirecTV for TV. I'd like some opinions on U-Verse? I'd also like to know if the 12Mbs is a reasonable package (we've been on DSL)?

If we go with the 12Mbs package, the cost would be $80/month ($69.95 for the first year), plus a one-time modem fee of $100 and installation of $149. If we go with the 18Mbs package, it is $93/month, plus $149 installation fee (no modem fee, it appears).

Is anyone using U-Verse? What is the reliability of their internet service? What is the quality of their phone service? How good were their installation techs?

I'd welcome any opinions.


( 14 comments — Leave a comment )
(Deleted comment)
Oct. 1st, 2010 02:40 am (UTC)
No, we live in an AT&T area, not Verizon.
Oct. 1st, 2010 02:46 am (UTC)
Just canceled u-verse. never reached advertised speeds, and the 2wire modem they give you is ridiculously poor quality- dns breaks on it all the time and you can't customize it to pass out different servers. time warner also sucks, but they're way, way way better than dealing with u-verse.
Oct. 1st, 2010 03:32 am (UTC)
We're on Earthlink DSL, which is why we're considering switching. How do you find Time Warner?
Oct. 1st, 2010 04:41 am (UTC)
too early to say, really, but already it's a billion times better than at&t. at&t's service never worked at all. as far as i can tell, socal just really has no good options for service.
Oct. 1st, 2010 03:20 am (UTC)
Run away from AT&T. Run as fast and as far as you can.
Oct. 1st, 2010 04:40 am (UTC)
I'm having major sync issues between the audio and the video signal with U-verse, sometimes the audio is almost a half second after the video. I have a service tech coming on Monday (third time trying to get it fixed) and if he has no solution then I'm having U-verse ripped out of my house.
Oct. 1st, 2010 06:28 am (UTC)
I'm having trouble with connection. I have service for about 6 months, and I had to cal; them 5 (!) times to come and fix it. They do come as soon as the next day. Next time i'll lose service i will cancel it. Do not recommend!
Good cable package and very good internet speed, i don't get why they can't fix this.
Oct. 1st, 2010 07:28 am (UTC)
This is an interesting thread; thanks for starting it. I've always used cable (currently Time Warner) for Internet and TV with what I consider to be fairly good service/performance but am solicited endlessly by AT&T and other companies and have been wondering if the grass is greener with them. Apparently not.
Oct. 1st, 2010 11:53 am (UTC)
We've been using Earthlink DSL for years (previously over Verizon lines, and since 2005, over AT&T lines). I've just gotten tired of the increasing number of times it has gone down lately, and of course, I understand I could do significantly better on speed.

Reading this chain, it looks like U-Verse is not the answer. We could explore Time-Warner, but it looks like that at our price point ($39.99/mo) we wouldn't gain that much speed after the promotional period expires (the base rate for the 7Mbps Standard is $48.99), plus there would be installation costs (we likely have cable to the house, but not cable to the computer room, which is on the other side of the house from where all the utilities enter).
Oct. 1st, 2010 03:36 pm (UTC)
Oh, I can tell you a long and sad story about our fight with ATT U-verse.

When we lived in Burbank, we LOVED our U-verse service. They were awesome. When we moved to N.Ho we did not get U-verse service, so had to have the ATT DSL service. The day U-verse came to our area, hubby signed up immediately to upgrade.

Issues started when ATT disconnected our DSL service a full week prior to the U-verse tech coming in to install. No one told us how long the gap would, and both of us rely on service for our evening freelance work.

On the day the tech was supposed to come, hubby took a day of work and waited. Waited, and waited and waited and waited. No one arrived. No one called to say they were going to be late. We had to call repeatedly to ask and were told they were "30min away". Finally gave up on them showing up at 10p.

They finally arrived the following day eventually, tech installed. Internet worked for a total of 20hrs before failing again. We called tech support and got someone who had absolutely NO CLUE what they were doing, and then told that a tech couldn't come out for another full week.

It wasn't until husband posted several angry twitters with the hash-tag 'attfail' that we got any kind of customer service, including several ATT employees following us, and finally getting contacted by an ATT exec. Tech finally arrived, spent several hours trying to figure stuff out. Still, didn't work. ATT manager came out. By then it was 8p.... they worked until they lost the sunlight.

Still didn't get service until the following day. And THEN, after 2wks of no service, constantly being hung up on or having no one take responsibility or being helpful, they had the audacity to charge a $150 install fee.

We tried calling billing to dispute the charges or ask to be refunded a month of service. Billing said it was not their department and we needed to talk to accounts receivable. They hung up on us when they tried to transfer us to that dept. Why is no one at ATT able to successfully transfer people? When we talked to Accounts Receivable, they said it is not THEIR department, but we had to talk to billing. No matter how many times we've asked, we still can't seem to get a manager's attention.

So, now... hubby has broken up with ATT U-verse. We have cancelled service, and plan on paying said $150 as slowly as possible. Also plan on canceling our ATT cell phones, alas no more I-phone, instead will go with another smart phone.

We have been loyal customers of ATT for over 5yrs. Now we will give our money to Time-Warner.
1. Connection is faster.
2. No contract.
3. No installation fee
4. Cheaper than U-verse internet.
Oct. 1st, 2010 04:00 pm (UTC)
Thanks for your story. I'm finding it interesting that no one is speaking up for AT&T (we currently only use them for our landline -- cell is Verizon, TV is DirecTV, and Internet is Earthlink DSL (alas, over AT&T lines).

However, as for you comments regarding Time-Warner, a few questions:

1. Connection is faster.

According to the writeups, AT&T has packages at 3Mbps, 6Mbps, 12Mbps, 18Mbps, and in some areas, 24Mbps. Time Warner is 7Mbps with bursts to 10Mbps (standard), and 10Mbps with bursts to 15Mbps. Admittedly, all are faster than the approx. 1.2Mbps a speed check gives me on my DSL line, but I think U-verse may overall be faster.

2. No contract.

Looking at the website, the discounted rates are only good for a year, so the $39.99/mo rate goes to $48.99/mo. Do you get that discount even without a contract?

3. No installation fee

That may be the case if you already have cable outlets in the room and cable TV service. I was quoted rates of $19.95 for basic installation, and $49.95 for setting up home networking (with their wireless router, although they seem to want to charge me that rate even when I use my personal 4-port hardwired cable/dsl router).

4. Cheaper than U-verse internet.

Unclear, for it is hard to compare with the different transmission rates. AT&T is $45/mo for the 12Mbps service, $55+$3/mo for the 18Mbps service, with a $10 discount for a year for 12Mbps (and perhaps the 6Mbps). Time Warner is $39.99 for Road Runner Standard for the first 12 months, going up to $48.99, and $49.99 for the Road Runner Turbo for the first 12 months, going up to $58.99. Add to that, if you want, $4.95/mo for their wireless router. I'll note, for comparison, our Earthlink DSL is $39.95/mo for about 1Mbps.
Oct. 8th, 2010 02:01 am (UTC)
1. We are at the very edge of ATT Uverse service area. Therefore, even though we were paying for the faster speed, we were getting the slower speed. Our connection with Time-Warner by comparison when doing the speed check for both we have a faster upload and download connection.

2. By no contract, if we choose to disconnect tomorrow from Time-Warner, we won't be stuck with an early service termination fee as there is no contract to begin with. While the case is the same for U-Verse, it's still a positive in my book.

3. We were not charged an installation fee, and even so... if you were quoted $49.95 as an installation fee for Time Warner, that's still $100 cheaper than what Uverse charges.

4. Overall our service with Time Warner has been cheaper than the Uverse internet service, and breaks down to around $5 less per month for faster service and so far *knock on wood* no headaches with incompetent tech support.
Oct. 5th, 2010 12:17 am (UTC)
Ok apparently I'm in the minority here but I just got U-verse 2 months ago and I LOVE it. I used to have DirecTV and Uverse is soo much better. I have TV and Internet (no phone) so I can give my opinion on Internet since you're not interested in TV.

We have the 12 mbps and it is so fast. Seriously, we used to have Verizion DSL and U-verse is much faster. For example, the other day I had to download Office. On our previous connection, it would take me about half an hour. Now, it took me 5 minutes. We reach speeds of up to around 10 mbps (nothing is ever perfect).

Our internet has maybe gone down once but it came right back up so I don't even know what the issue was. Hopefully, I won't have the same problems everyone else had as time goes on. I live in the Alhambra area though so maybe it depends on which area you live in.
Oct. 5th, 2010 12:19 am (UTC)
Just realized I didn't address your other questions. The installation tech was really good actually but our house already had U-verse before us so he didn't have to install the fiber optics and such; he just had to set up the boxes/modem.

If you do choose to go with them, I'd go with the 12 mbps deal. Unless you're downloading a lot while someone else is playing games or something, you don't need 18 mbps.
( 14 comments — Leave a comment )