I got a call yesterday afternoon from Forney resident Lyn Hawthorne, who regaled me with the tale of her botched U-verse installation.
A longtime AT&T customer and employee, Ms. Hawthorne has — or rather, had — DSL service from AT&T, and was eager to upgrade to the company’s cutting-edge U-verse television and Internet service.
But, in a tale of woe that I can fully appreciate, AT&T cut off her DSL line weeks before her U-verse installation, which is scheduled for this Friday.
I could have told her what would happen next.
AT&T’s customer service records now show that Ms. Furney is a U-verse customer, and obviously they disconnect your DSL line when you get U-verse. And, obviously, they don’t bother to check with you to make sure that you actually do have the new service before disconnecting the old one.
Bottom line, Ms. Hawthorne’s DSL line is as extinct as the dodo, and just as likely to be resuscitated before Friday.
My experience with getting Verizon’s Fios installed was nearly identical, although I also lost my phone line.
I think these companies are in such a rush to sign up new customers to their expensive new offerings that there’s simply little to no emphasis on serving customers once they do sign on the dotted line.
That’s probably not going to change anytime soon, but I do recommend that, if you’re signing up for one of these new services, you be prepared for some kinks in the system.
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