AT&T U-Verse Customer Service

After noticing that my AT&T U-Verse bill had increased by almost $10 since last year, I decided to call the company to see if they could explain the rise in costs. As a long-time AT&T customer, I usually receive email notices when there are changes to my bill, but I haven't seen one recently.

Upon calling, an automated system gave me the option to choose Spanish by pressing 8 or to stay on the line for English. I was also told that my call would be recorded. Following this, the system asked me why I was calling without offering a menu of options. I wasn't sure exactly what to say but said 'bill increase' to see where that would take me.

The system verified my identity by asking me to confirm the phone number associated with the account. I was placed on hold, allowing the system to access my bill and account. However, I needed to input a four-digit account passcode before proceeding and was placed on another hold. This time, the system said I would be directed to the right department after an estimated wait time of five minutes. 

However, the wait was more than five minutes and probably closer to 10. I had considered calling back but didn't want to prolong the call. A representative came on the line and asked how I could be helped. I explained the price increases on my bill within the last year and wanted to find out what caused the rise in cost, adding that I hadn't received any notification of the increase. The rep pulled up my account, asking if I use the online account to make payments and view my bill. I replied yes, and he suggested I log in to my account so I could view the bill plus communications from AT&T.

While I was accessing my account online, the rep shared that internet charges for all AT&T customers increased due to rising expenses and costs across the board. He said this was occurring with all providers, adding that there wasn't much AT&T could do to change or halt the increases. He also showed me where on my bill AT&T placed a notification of the increase. I was able to find this after clicking a few different links, but I explained that I would've preferred an email notification. He understood and apologized for the lack of communication. 

I wasn't too thrilled with the bill increase, so I shared with the rep that I may consider other providers offering better deals or lower rates. He tried to share a few bundles with me that could lower my internet cost, but I told him I wasn't interested in switching to AT&T mobile or cable. The call ended after about 20 minutes and helped answer my questions, though the wait time seemed excessive.