I've been with Uverse since 2007.

I recently tried to add HD service to my package, but the online page wouldn't let me, and said to call the customer service.  So I did, and the rep tried to add it on, but said I wasn't in the system. (I was tempted to ask them to stop cashing my checks every month, since I didn't exist.)  They said they would send a message to some other division to get them to add me back to the system. Allow 48 hours.

So I call back 2 days later and speak to a different rep, basically repeating the exact same conversation/result.  Allow 48 hours.

The 3rd time with yet another rep, i at least got a $20 credit on my next bill, a promise to get it added, and 'would you please give me a good review when the customer satisfaction people call?'  (I'm paraphrasing) 

What is it I actually have to do get this seemingly simple thing accomplished? The online orders page just has [order number ... canceled] repeated MANY times.

Just a couple more tips. Since you've had U-verse since 2007 I'm sure any additional STB's are grandfathered in for free. While you may not want to bring this to the supervisor's attention would definitely ask if making changes to your service will effect this perk. Normally adding stuff will not have any effect but don't ever downgrade any part of your service or you will lose this discount. There are still other long-timers in this forum that have the STB's grandfathered in.

Be sure and ask for the employee's first name (with spelling), ID number (required to provide), date/time and write down a short note what was said. Would do this with all of your CS contacts since it holds them somewhat accountable for their actions while adding credibility to your next contact.

Good luck and keep us posted. 

I know this should not be that hard. 

I was invited to an ex neighbor's new house last week and he was showing me his new Samsung 52" HDTV.  I saw he had Uverse (was a Dish user before) and I asked him if he really wanted to see a good picture and he said it was already good.  Well he didn't have HD service so I told him for $10 more a month he could get HD on all of his HD sets (has 3).  He was floored that it was only $10 for all sets (he is remembering Dish prices) so he said do it. 

I called the number Chris posts to bypass the voice responce and talked to a guy in tech support.  All he asked for was the account number and wanted to verify the telephone number on the account since I was not the owner.  He did his magic and said if it was not working in 10 minutes to reboot the DVR and STB's.  After 10 it was not working so reset and wa la!!

Well since this ex neighbor had never had HD thru Dish he was, well lets say, amazed.  He still calls and thanks me!! 

SUCCESS!  I called the direct CS number, went through my sob story, started growing a radiation tumor in the left side of my head while waiting for them to straighten out my situation. 

I had an 'address validation error' on my account; they also couldn't deal with me not having a 2nd phone number (only cell, no land line).

So the CS supervisor did what he could, then put me on with a Tech Support guy, and he did some voodoo I guess, and then he gave me to another sales rep, -- and for a minute there i thought I'd be starting over from scratch with her...-- and then she said it should be all set in about an hour or so.  She gave me a free HD month (the Tech guy gave me 3 free HD months?) and also free upgraded Internet speed for 6 months.

I waited for a few hours and nothing seemed any different, so I restarted and voila!, I am watching my Steelers on espn HD!  

thank you for the help! 

Great and sounds like you received some perks for your troubles.

Enjoy your HD.