Complain about a product or service

AT&T Broadband

AT&T • Slamming • Long Distance • Local • Wireless • Broadband • Telemarketers --- News • NY to AT&T: Please Deposit $2.63 Million • AT&T Agrees to Refund Some Ringtone Charges • States Asked to Probe AT&T U-Verse Explosions • AT&T Exits Pay Phone Business • AT&T Changes Contract Policy • AT&T Changes Terms Of Service After Outcry • AT&T Agrees to New Stolen Cell Phone Rules • AT&T Stiffens Language Covering Objectionable Content • AT&T Adds Parental Controls To Mobile Phones • AT&T Slammed Over Rebate Policies • Appeals Court Shreds AT&T Arbitration Clause • Court OKs Rebate Lawsuit against Cingular/AT&T • AT&T Trashes Cingular Brand • AT&T Offers Net Neutrality Concessions To Win Merger Approval • FCC Delays Decision On AT&T/BellSouth Deal • Justice Department Green Lights AT&T-BellSouth Merger • FCC Clears the Way for AT&T-BellSouth Merger • AT&T Trumpets New TV Service • AT&T Web Site Hacked; Customer Data Exposed • AT&T Sues Calling Record Brokers • AT&T Declares Consumers' Personal Data "Corporate Property" • AT&T Plans to Kill Cingular Name • Report: AT&T Acquiring BellSouth • SBC Recast as AT&T • FCC approves AT&T, MCI Deals • Justice Dept. OKs AT&T, MCI Sell-Outs • SBC Will Keep AT&T Name • Consumer Groups Oppose Big Telco Mergers • SBC Buys AT&T • AT&T Will Pay Refunds to New Yorkers • AT&T Will Pull Out of 7 States • AT&T Teams With Sprint to Return to Wireless Business • Minnesota Sues AT&T • Class Action Charges AT&T With Slamming • Another AT&T Rate Hike • AT&T Hiking Minimum Fees • AT&T Faces $780,000 Do-Not-Call Fine • AT&T Will Run Do-Not-Call List • Supreme Court Denies AT&T's Appeal of Arbitration Ruling

AT&T, which once had it all, planned to have it all again. "AT&T Broadband" was going to be the one pipe that delivered cable, Internet access and telephone services to the home. AT&T raced around buying cable systems for top dollar but has failed badly at integrating the tangled mess of companies and the entire scheme is starting to unravel.

Not surprisingly, the basic glitches with AT&T broadband break down into a pretty familiar list:

• Installation problems
• Service & repair problems
• Billing issues

Here are a few of the more recent complaints:

robert of Yountville, CA July 2, 2009

requested new Broadband Internet service, was not satisied with service. Sent back boardband modem, called AT&T to cancel service and since received bills. AT&T states I never called and canceled service in April and states I waited till June to cancel Internet Service. this same week I had Comcast connect to Cable Internet Service so I never used AT&T, but the Phone Line was active with out my knowlage. I told AT&T I refused to pay for something I never used. I belive I was deceived and Customer Service never stopped my service and continued to bill me.

Sia of San Antonio, TX July 2, 2009

AT&T sales agents kept calling to switch to AT&T for almost 6 months. Each time we aske them to remove our numbers from their calling system and they would not. Finally we gave up and did switch to AT&T based on the promiss that we would not lose our service and will be the same with lower rate. We were out of internet for 2 weeks and then the speed they promissed was never there.

We were on T1 and getting over 1.5 mbps and foe the past 6 months on the average is 30 kbps. Numerous calls to AT&T and no result. even one of them has told me to move out of this location and finally they told me that they can not provide any better than what I am getting since my location is at the end of the line. I am wondering, how could I get fast intenet connection by others that they use AT&T lines but AT&T can not provide the same service. This is the major problem compare to what other items the sales agents promissed and not delivered.

Peter of Lake Mary, FL July 2, 2009

I was going to cancel all AT&T services for my small business because of a large number of issues with this company. They used their sales practices and talked me in to stay at least with the DSL-Line and my alarm line. I agreed, and they said that they will reconnect it so that the DSL will use the alarm line in future. What they didn't tell me was that the reconnection will need three days and I will have no access to Internet within these three days. Instead of telling me this and schedule a disconnection with me, they just disconnected. Since I am doing 90% of my business via Internet, that was a very bad surprise. I stayed nearly one day at the phone with AT&T, beeing transfered from one department to the other, without someone could expedite the process.

Linda of Pacolet Mills, SC June 10, 2009

Recently I contacted AT&T about switching home phone service to VOIP while maintaining their DSL service. My ex-husband made this decision as he has been paying all my bills since Jan 2008 due to my losing my job. I received a letter today from AT&T stating that based on information solilcited from a credit report they have chosen to DENY or LIMIT any purchases through them. Of course no credit bureau was listed on this letter.

During the past year when I have scraped, and struggled to cover their excessive bills and forced my children to do without basic necessities, they weren't interested in RESTRICTING anything. I believe this is the most petty, childish thing I have ever seen a company do. They tell you not to appeal to the credit company directly--which how could you since they don't even list one--that this is their final decision.

It just really ticks me off that once you are forced to refuse their highway robbery they resort to such infantile tactics. If the ex is forced to cover my bills why wouldn't he choose 14.95 a month over 90.00 and up? And to make it look like THEY are punishing ME is just the stupidest, most backward thing I've ever heard of. For years I have heard about their sorry business practices and tactics but I had not personally experienced them til now. As soon as I locate another DSL provider you can be assured that AT&T will no longer have to worry about their restrictions on me--and I am posting this information on every website I can find today.

Sharol of Tustin, CA July 1, 2009

I've just spent several years trying to get more consistent speeds from my wireless internet. (I am a remote employee for a tech support company) They finally sent someone out to look at my lines (inside and out) then finally realized that my wiring on the outside was legacy copper wire, however there was already fiberoptics in the box ready to go, all they needed to do was hook it up (apparently he wasn't the right employee to hook it up) the technician told me what to say, gave me the number to call and they created a "fixit" ticket and assigned it to the supposedly correct department. They said it would be done that weekend. By monday it still wasn't done, and they told me it would be done by that evening. Every day for a week I called, was told the same thing, and it was never done.

They opened 4 tickets, and still nothing was done. On Friday of that week I was on hold from 12 PM to 5 PM then was told the department responsible was closed for the day. On Monday of the next week, they told me it 'could not be done' From what I know to be true, there are other people in my townhouse complex who have the fiberoptics installed with no issues. I just now spent time with the "service professional" to lodge a complaint, just to be told they only deal with billing issues, but she would "transfer this complaint to the manager" My guess is it will go nowhere.

Firas of Chicago, IL June 30, 2009

On June 7, 2009 I moved my business 1/2 block. I had contacted AT&T 2 weeks prior to transfer all of my services to the new location. They said no problem, and that they would even assign us temporary numbers for the transition. On the move date an AT&T technician came to check our lines and informed us that they had canceled our numbers and that the temps were now our new numbers. We have been in business 9 years and couldn't afford to lose those numbers. It took them three business days to get that resolved. In the mean time our DSL service was not working correctly. It turns out that the order to move our DSL had not been placed correctly and that they had canceled our DSL. My company is a wireless retail store where we sell, activate, service Sprint phones and products. We need the internet to access activation websites, service & repair websites, process point of sale transactions, process credit cards, access our bank accounts and a many other things that are vital to my business.

It is now June 30, 2009 and I still do not have internet. I have been calling them everyday since June 16th to get this resolved and I get the same answer from every agent, "I will be resolved tomorrow". As I am writing this email I am on hold with AT&T, for the past Hour and 20 minutes. They cannot guarantee me when they will be able to correct this issue, but they guess, within 24-48 hours. Unfortunately, my business is at a standstill.

Laura of San Francisco, CA June 26, 2009

After two months of good, uninterrupted high speed internet service, suddenly, we have no access. After my roommate and I called and spoke to several reps, who put us through all the standard testing (turn the modem off and back on, take out the filter and re-test), we are told that "central office" is changing equipment and they tell us service will be back the next day... then the next... then the next (this goes on for a week). Still no internet access. The only call back we receive from at least 3 people who assured that they would call us back to let us know what was happening, was the automated trouble ticket system-- a recorded voice that says "nothing appears to be wrong with the line".

After ten days (and a combined 6 hours on the phone with reps from India to Missouri), we finally got a technician to come out last monday (6/22/09). The technician determines that AT&T switched the cable box that we get our signal from, which is now too far away for us to receive the signal. The technician leaves and says it will be fixed by the next day. That was three days ago... no one has called to follow up, EXCEPT the automated AT&T trouble ticket system to tell us that "nothing seems to be wrong with the line."

We are still being charged for a service we are not getting. WORST CUSTOMER SERVICE EXPERIENCE-- EVER.

sherelene of Lawrenceville, GA June 25, 2009

Our phone line has been out for three days which effects our DSL line. customer service says that they are checking it out but so far no one has fixed the unknown problem. This has happened now two times in three weeks. My husband and I both work from home which has ended up costing us frustration and money.

Rosemary of Lawrence, KS June 23, 2009

They(AT&T) offered me a package with a resonable price for my cell phone and high speed internet. Well I bit and now I am in this incredably messy situation trying to get them to merely send me a booklet in English to set-up the internet connection( they accidentally sent me a booklet in Spanish...which I was fluent in 40yrs. ago). I have talked and talked and talked with them about sending me a booklet in English. Some of the people I talked to said they would send it right away-one even said they would send it Fedex overnight- anyway to make a long story short I have not received the booklet and they now claim it is impossible because the booklet only comes with the connection parts! I no longer can read Spanish and it was a mistake on their part to send me that booklet instead of the English one-they have freely admitted their mistake only they refuse to remedy it. Instead they want me to insert their disc in my Mac which I absolutely will not do because I do not want all their extra garbage in my Mac.

Robert of Raritan, NJ June 3, 2009

There are many issues and they began approximately 2 weeks ago. The account in question is my email account. I am the ONLY person with access. 1) On 2 occasions, unauthorized deactivation orders were placed against my account; 2) My password was also modified (also unauthorized) so I have no access to the account; 3) my user profile that includes my name, username and NEW JERSEY phone number no longer has my NJ address associated with it. There is now a California address; 4) Because of these activities, I lost not only access to the account but all the emails in my Inbox and Sent folders. My company had a great amount of customer information and jobs requests there;

5) I have made at least even calls to both tech support and account maintenance. In the past 7 days I have twice provided specific call back days and times. Not only did I NOT receive calls during those periods but no calls at all; 6) On 2 occasions I was hung up on; 7) Since I do not access, I cannnot stop the pending deactivation order scheduled for June 25th. This is perhaps the most aggravating and unprofessional experience I have had with any company in recent memory. I have already reported AT&T Worldnet to the FCC and my credit card company and I am in the process of filing complaints with as many consumer groups as possible. I look forward to your assistance in this matter. (NOTE: my credit card is automatically charged each month). Hence, the account is paid thru June 25th, 2009.

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