Notice To AT&T U-Verse® TV Service Customers
Concerning Customer Service Standards
March 2017
AT&T places the highest priority on providing you with the best customer service. We have established general
U-verse TV service standards for customer care that not only meet applicable legal requirements but are designed
to exceed customer expectations. Listed below are general customer service standards we intend to meet.
Several customer service options are available to use.
You can find answers to your questions online at att.com/uversesupport or call our Customer Care at 800.288.2020.
Knowledgeable and qualified representatives are available as follows:
• Technical support and problem reporting is available twenty four (24) hours a day, seven (7) days a week
toll-free at 800.288.2020.
• For ordering, billing, and other inquiries, representatives are available Monday through Friday from 8:00 A.M.
to 7:00 P.M. and Saturdays from 8:00 A.M. to 5:00 P.M. After these hours, your call will be answered by an
automated response system.
• We will respond to messages no later than the next business day.
AT&T employees and representatives will carry identification.
AT&T employees and representatives carry an identification card with their name and photograph.
We will schedule service appointments with respect for your time.
Appointment Hours for Installations and Service Calls
The
appointment window
alternatives for installations, service calls, and other installation activities that we provide
will be, at a maximum, a four-hour time block during normal business hours. We may schedule service calls and
other installation activities outside of normal business hours for your express convenience. We will not cancel an
appointment with you after 5 p.m. on the business day before the scheduled appointment. If our representative is
running late for an appointment with you and will not be able to keep the appointment as scheduled, we will
contact you and you will be offered the next available two (2) hour appointment window convenient for you.
Installation Intervals
A standard installation date is available within seven (7) business days after the order has been placed. Customers
may also choose from available dates and times outside of the standard interval.
We will provide all estimated costs for repairs or service prior to any work.
During your order process, sales representatives will disclose applicable installation service charges and
promotional pricing. If any additional service or repair work needs to be performed once your technician is
on-site, he/she will state orally the estimated cost of any additional service. You must authorize the charges
before service is delivered or work is performed.
We will handle service repairs promptly.
Excluding conditions beyond our control, we will begin working on U-verse TV service interruptions promptly, but
no later than 24 hours after the interruption is reported by you or becomes known to us. Service interruption
means the loss of picture or sound on one or more channels. We will take action to correct other service issues
the next business day after being notified of the problem. We will interrupt your TV service only if necessary.
We will notify you of any changes in rates or deletions in programming.
When it is within our control, we will provide you with a minimum of thirty (30) days written notice before increasing
rates, changing channel position, or deleting programming. If an increase in rates, changing channel position, or
deletion of programming is outside of our control, we will make reasonable efforts to provide as much notice
as possible.
We will clearly outline how deposits, bill disputes, and termination of service will be handled.
Deposits
Any deposits or advance payments may be applied toward any unpaid balance on your bill, or as otherwise set
forth in your Terms of Service. Interest will not be paid on deposits or advance payments unless required by law.
Upon our sole determination of satisfactory payment history, or as required by law, we may begin refunding
deposits or advance payments through bill credits, cash payments, or as otherwise permitted by law.
Bill Inquiries & Disputes
If you believe you have been billed in error for services, please notify us within sixty (60) days of the billing date
by contacting Customer Care at 800.288.2020. We will respond within 30 (thirty) days. Refunds and credits will be
issued promptly. We will not, except as required by law, issue refunds or credits if you fail to notify us with sixty
(60) days of the billing date.
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Customer Service Standards
