AT&T Uverse - My Experience with Installation
March 31 2008 - Here's my experience -- switching my Comcast TV Cable service to ATT Uverse.....just outside of Houston TX
Summary: Pleased with the final results, but read on if you wish to understand the pain/steps getting there ---
I already have AT&T (aka SBC) DSL service at 19.99/month with my SBC phone service that included unlimited long distance, a few calling features I was required to have for better price bundled something or other -- and no voice mail since they don't offer in my area.
Preliminary Deliberations on Making the Switch
Researching Uverse and the Pros/Cons. Internet searching -- talking to others who have the service and the positive experience with installation, price etc.
Expect an approx $20/month savings by switching to Uverse. While price is a driving factor, having quality service and reception is the primary since I have invested in a 46" Samsung Flat Panel HDTV and a 26" Sharp Flat Panel HDTV (both with built-in digital tuners, HDMI, et al) and want to get my "money's worth".
I currently pay: (these prices include all taxes)
$67/month Comcast Pkg
$87/month Phone Service and DSL (includes unlimited long distance, a few calling features on phone, unlisted number - no voice mail) DSL is $19.99/month but I learn it's been raised to $25/month effective Feb 2008 (though I don't see that yet in my monthly bill).
Uverse: (these prices do not include taxes)
$59/month - Uverse Pkg U200
$25/month - Uverse Internet
$40/month - Uverse pricing for phone even though they don't offer Uverse Voice in area yet (more features and unlimited long distance, I cancel my unlistd number - still no voice mail)
Now for the joy ride to get to the finish line:
Day One
Ordered AT&T Uverse pkg U200 for $59/month
Confirmed I could retain my AT&T DSL that is currently $19.99/mo
Incentive of $100 gift something or other comes with this "promo" ...
Day Two
Received email confirming by AT&T Uverse order -- $79/month with installation date of 3/31. Order never states which package just the $79. Same email confirmation others have shared in various forums reviewing ATT Uverse.
Day Three
Called AT&T Uverse sales to query the order as the price didn't look right and it didn't reference which package (U200, U300, U400 -- or even the very 2 basic pkgs). Was informed that the original "order taker" was new and put in the U300 by mistake and also that technically I could not have my original DSL as with ATT Uverse TV any internet service had to come through the Uverse because it comes across the same pair of wires. This rep stated she will adjust the original order to correct it for U200, Uverse internet @ 25/month; and reduce my current phone service to $40/mo aligned with ATT Uverse voice pricing (even tho not avail in my area yet). She stated I would not receive a new confirmation order/email - the order number would be same as original one I received.
Day Five
Phone installer arrives; asks if I have ISDN at my house - I confirm yes in addition to existing residential line. He advises me to inform the Uverse installer to use the 'green white pair' .....even though it will also be on the order when he arrives on 3/31.
Day Four
Order day 3/31/2008 - installer arrives 830am - I advise the phone guy said to use green white pair -- he said he doesn't care; he doesn't listen to them -- and states he is there to 'add a box to existing Uverse service' - which stunned me because I expected an installer showing up to do a complete install since I did not already have Uverse service.
Installer informs me that for each set box there is a $75 charge for coax ($225 total) if there were a need to change out the existing coax or if I didn't have coax. I challenged him that the Uverse service offering is 'free installation including any coax that would need to be replaced or run'
I call Sales -- they inform me that there would be an installation charge. We go back and forth, they call dispatch who informs them because I have ISDN there will be a $75/per set charge for new coax. I tell them "no, that's not the case - we already know that the green white pair are avail to run the Uverse service". After more back and forth and being offered a $10/month for 6 month credit -- (as compared to the $225 install fee they want to charge) I cancel order.
Supervisor of installer calls me and informs me that there is no install charge if they found the coax to be bad and had to replace it; we go ahead with existing order, but have a delay because they had to reinitiate the order since it was cancelled in their system.
Installer tests the coax in each of the rooms, goes into the attic for about 5 minutes -- asks if I previously had internet service through Comcast and I advise yes a few years back when it was Time Warner, but didn't care for the service so reverted to DSL which I had at a previous address.
Installer explains to me that even though I have an HD TV with built in digital tuner -- I cannot receive any TV channels because the way AT&T Uverse is set up -- each set box has a static IP address and only those IP addresses are configured for Uverse TV. The coax is basically used like ethernet cable and is the transport from one box to the other to receive the signal/service.
Installer confirms everything set to go -- he has installed the NID on exterior of house and waiting on the changes to take place back at the CO/switching center.
Alot of sitting around/waiting ---- Installer tells me of how he charges all the time for insalls and around Christmas time had to charge someone around $600 for coax install -- kind of interesting since there is a max of 4 set boxes to be installed per home.
4pm -- Uverse TV service completed and I learn that the "free local channel HD service" I use to get - I no longer receive. CBS, NBC, ABC, FOX local channel new -- all who broadcast in HD now -- I can no longer receive unless I subscribe to Uverse HD for addt'l $10/month. Go figure --- buy a TV to have HD capabilities - improved quality of picture -- and now can't use it unless I pay a service provider add'tl dollars! I have scrolled through and interestingly found a few HD channels I can receive, but that's probably some promotional 30 day thing going on that they failed to tell me about. Eventually I am sure those will go away and they are mostly sports channels - about 5 or 6.
After the Uverse TV service validated the Installer sets up laptops for Uverse Internet; laptops can see the Uverse wireless router in the network; next we learn no internet access (can't get to google) -- now learn that the order doesn't include my Uverse internet and I still have my original DSL hooked up. Installer advises that all I have to do is call sales to make sure they put in the order for Uverse internet and everything else can be done remotely - no need for an installer to come back out.
Day Five
Receive an order from AT&T for new Uverse service -- install date 4/15 -- price $79/month. Have no idea what this is or why because I have not yet called ATT Uverse to activate the internet service. Still pondering whether to just keep the existing DSL (which they have informed me had a price increase to $25/month) and is same speed as the Uverse $25/month package.
Call AT&T to ask what is this order --- and we go through the above Day One through 5 scenarios ..... I talk to tech support who tries to tell me it is not technically possible to have my original DSL because the internet service is over same pair as the Uverse. Well I now can state without any doubt that is not true because it is successfully working for me. So he 'corrects himself to save face' to say that the only time they offer it this way is if there is a medical reason where I need to have a DSL connectivity setup to have medical equipment dial out. (Keep this in mind as you read further down).
Eventually after much dialog and now knowing that whether I have the DSL via Uverse or existing it will be same service for same price so I am thinking "okay, internet service over the fiber/100% digital is a good thing - I should switch to that if I am paying the same price -- just maybe the speed will be faster vs over the old phone line"..... so I tell them to go ahead and process it like the Day Three plan was set-up. Now she wants to tell me that since I want Internet Service via Uverse there will be a $50/install charge and they have to come out to the house. I inform her no they don't -- all I need is someone to assist in setting up/registering through Internet Explorer to activitate the WEP on the router. After much dialog and me going through the antics of Day one through Five --- she concedes and waives the $50 fee, but insists they have to come to the house and that is set up for 4/15. Yes, same date as the 2nd Uverse install order - but now she for some odd reason - doesn't see that order anywhere.
So here I am happy -- getting it all squared away so when my telephone/internet and my Uverse TV bills come in - they will be for all the right dollars. Oh, they have to be two separate bills -- Uverse TV cannot be on same as the phone/internet bill because Uverse TV is classified as 'cable service' per FCC. So much for "bundled"...........
Anyway now my mind starts thinking about the rationale behind the DSL for medical reasons. So if I happen to have TV service problems that would definitely impact my internet services. Where if I have the old DSL setup -- the only thing that would impact that is a power outage -- or some unusual major network outage on the old POTS network -- which is very very rare. Do I really want to switch to the all digital and risk not having internet access when I work from home?
Summary
All in all the picture quality is much improved over the Comcast service I had which contained alot of "ghost images" /"shadowing" when viewing certain channels - esp CBS.
The issues over all the poor communications, the lack of AT&T identifying in their email confirmation of my order - which package was ordered and only showing a price -- could easily be solved by AT&T improving that communication. Howerver, because they have so many "deals" going on around the USA ......they play it safe and if they only show the price -- and you don't pay attention to it and what package it is -- you could find out down the road you paid $79 for the lower service pacakge anyway. Plays into their revenue stream.
I probably invested an aggregate of 6-8 hours personal time to get to the end (or almost end since I am still contemplating cancelling the Uverse Internet service order) .... and am satisfied in the end.
Note: my sister had Uverse installed a week ago in Connecticut and her "bundled package" is $90/month for 3 set boxes, internet service, and the modifications to her phone service even though Uverse voice isn't avail in her area either.
We both were told we will receive $100 gift something or other in the mail and to look for it as it might look like junk mail - so be careful not to throw it out.
So between Connecticut at $90/month and Texas (just outside Houston) for $124 month -- we're close...............but always interesting to see how one company can behave like a bunch of franchises when it comes to deals and offerings. Oh and yes - my sister installer changed out all their existing coax that was about 2 years old..... at no cost. Her installer advised her to try and avoid sales and if they have issues with installation and service -- go through tech support first .....they know alot more of what the reality and can also make decision for price adjustments.
Update: 4/2/2008 -- without any notice my original landline DSL was disconnected by AT&T around 9pm cst. Several calls to various tech support indicated they cancelled my DSL, no notice of a pending order for Uverse Internet. Fortunately I was hooked up with Chad in Wisconsin/AT&T Uverse Tech Support who worked for a couple of hours and effectively had my Uverse Internet registered and internet service restored to my residence. It was another addition to all the errors and typical poor provisioning communications, but the end result was achieved of internet access restored to my premise.
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