Here is a quick log of the Customer Service nightmare I went through in the last 12 hours to get my Uverse line upgraded from a 19/2 profile (1 HD/3 SD) to a to 25/2 profile (2 HD/2 SD)…
Jeff, Tier 2 Technician 😦
Stated that the 25/2 profile can be done – but cannot process the order until tomorrow (which is today) so call Sales tomorrow (which is today)
Wanda, Sales 😦
She had no clue what I was talking about and kicked me to a Tier 1 Technician
Nathan, Tier 1 Technician 😦
He had no clue what I was talking about and kicked me to a Tier 2 Technician
Charles, Tier 2 Technician 😦
He said that that all looks good to update me to 25/2 but he didn’t think it was going to work. He didn’t even want to try. So I ended the call. (Lazy people drive me nuts.)
Imo, Sales 😦
I explained everything that I have gone through already and he didn’t know what to do so he kicked me to a Tier 1 Technician.
Ivan, Tier 1 Technician 😦
He understood the problem but said that Sales was supposed to perform the change for me. So he kicked me to Sales.
Lisa, Sales 😦
She said that she understood the problem, and that Tier 1 was mistaken and only Tech Support Technicians can perform the change. So she kicked me to a Tier 1 Technician.
Francis, Tier 1 Technician 😦
He seemed to understand my issue and knew that only Tier 2 could make the change. So he kicked me to a Tier 2 Technician.
Ray, Tier 2 Technician 🙂
I explained everything AGAIN…he said he didn’t know what the big deal was and that he could make the switch in a matter of minutes. And he did!
So when I get home today, we’ll see if everything is working properly – crossing my fingers. And if not, I’m canceling Uverse altogether and going back to Comcast TV and some form of DSL.
Don’t you just love customer service?
itcrashed 
what does streaming 1hd to 2 hd does? recording hd channels?
With 19/2, I can only watch/record 1 HD channel and 3 SD channels at a time on all my TVs.
With 25/2, I can watch/record 2 HD channels and 2 SD channels at a time on all my TVs
It’s pretty weird – if the downstairs TV is currently watching HD, my bedroom TV says that HD is currently being used on another TV and that I could kick that TV off HD. Kinda lame.
You can see why it’s frustrating for me because with my Comcast/TiVo setup, I could watch/record 2 HD streams simultaneously – by moving to Uverse with 19/2, its a huge downgrade for me.
Oh frick on a stick…
So they bumped me up this morning. When I went home to test it out – it didn’t work. The two HD streams would work for a few seconds and then one would cut out. UGH!
So I called support again to put me back on the 19/2 profile.
I may still stick with Uverse, however. The benefits seem to outweigh the downfalls.
+ Cheaper overall ($150 as opposed to $200)
+ Multiple TVs (We had one with Comcast)
+ 3x the internet bandwidth
+ Speed HD!!! LOL
– No Netflix
– One HD stream (we had two with Comcast)
Wow, I can’t believe thier support is that clueless.
each person was actually very courteous and tried their best…but apparently at&t doesnt train their employees on their products. for every 3-4 people you talk to, there is usually only 1 that knows what theyre doing.