U-verse has the worst tech support it could possibly arrange for. My U-verse installer killed a phone jack when he installed my TV/Phone/Internet service. My wife had to send a fax out and found the fax machine, an HP All-in-One, would not work. It wouldn't work because the telephone jack it was connected to was disconnected by the installer a few weeks before. I call for tech support to set up a service call, and was sent to India. The person spoke clipped English script, not on the script, no answer. I asked for the manager. The manager said they would set up a service call for $140. I told them I did not expect to pay as I did not break it, their installer did. Not on their script, no answer. I asked to be transferred to the States, which they did. I was then on hold for over 45 minutes, over an hour on the phone, at which time I hung up in frustration.
I then received an email asking me to answer their survey. I jumped on it, and dinged them for the whole handling of the call. They called me and asked why I gave them such poor ratings, so I told them. Then comes the kicker, and this is a good one ... another person from India. She said that "you cannot fax using VOIP." Uhhh, hello, if you have no answer, LIE. If you look on U-verse's web site it states that most fax machines work without issue on AT&T's (U-verse's) VOIP. Just plug them in to the telephone jack and go for it. They also have "full technician installation" which it states is basically enabling the phone jack, and do it yourself setup listed on the U-verse site.
My wife is going to call the next time so I don't go off on someone. I am definitely pissed that they lied to me, and then my wife showed me the U-verse statement that YES, fax works with U-verse voice.
AT&T/U-verse needs to get their act together. And they also need to send that installer back, or a smarter one, to re-activate/re-wire the jack the first one killed without charging me to fix something that they broke. Which brings up the question ... why did he disable it in the first place. Perhaps to create a service call that we could be charged for?
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