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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:
Here are a few of the more recent complaints:
Clayton of Houston TX (10/04/08)
I Have Had A Terrible Experience With AT&T DSL Internet Service. It Is Absolutely The Slowest Internet Service I Have Ever Seen. If You're Thinking About Getting AT&T Internet Service I Would Warn Against It.
Christine of Indianapolis IN (10/03/08)
Friday,Sept.26, 2008. A Technician of Att comes to my home to install my tv and computer service. I type and print out the informatiion from the computer a few minuates before the tech used it. The techincian was on my computer and minuates after it stop functioning and he left me, the consumer with a non-function computer. I am a student of a University and have online classes( school work 6-7x week) and cannot use my computer to do by class work/assignments and my school tution is very, very expensive!
I have called the company about every day, and the Sedgwich claim dept frequently and they usual do not call back to give me a status report. Today, Oct. 03, no results and its going into a second week. I have been an ATT phone consumer a very, very long years and pay my bills. I am getting poor service and need a computer. I had my computer diagnosized and the Geek tech. dept said it is not worth (the damage)repairing.
John of Cornelius NC (10/02/08)
I went to the AT&T web site and read about their bundling services. We were switching from cable because of many cable problems. We were on Vonage. It was $24.99 every month just as advertised. We signed up for the bundle that gave us unlimited local and long distance, Maximum High Speed DSL and internet service. The package was to be approximately $60.00 per month. When we got the first bill it was for $139 and change. The next bill was for $166 and change.
When I tried to call for an explanation, it took three calls to speak to a human being (at least I think it was). The speacilize in mumbo jumbo and would not answer my question about how I went from $60 to $166. They first tried to tell me I didn't request a bundle, which was a load of crap. Then they tried to explain all these different charges. Finally they agreed that I should be paying about $115 per month. I'm still not sure how it came to that amount, but, grew tired of trying to deal with these people. They are well trained to wear you out with gobbley gook.
I thought I was saving money and ended up paying about $30 or $40 more a month. I would have to get my wife to confirm the exact amount. I'm sure nothing can be done about it, but, I wish I had known better. I would not change to AT&T since they have put new cables in our community.
Maria of Charlotte NC (09/27/08)
I had telephone and internet service with bellsouth for 2 yrs. I moved to an area that did not offer bellsouth phone service nor internet service. I went with my cable provider for both phone and internet. I kept using my email for 6 months after I had moved outside the area network. I was never told that out of the blue my email would be cut off. I used to use AOL as an internet provider and after they stop providing internet services, they didn't cut me loose like a dead weight.
After an in house audit at the new ATT, they discovered that I was still in the system and was not a paying customer and they revoked my password to access my email without any warning. Had I known this in advance, I would have sent out a notice to all my email contacts of a change of address as well as copied their email address to another email address book. I have lost over 50 email addresses of clients, friends as well as my familys military email address whom happen to be over seas in Irak.
I have no way of contacting them nor them contacting me. I contacted ATT in which I was told that customer service is important to them however, they could not assist me in getting my email addresses back. Surely if you can revoke a password, you can at least reset a password and give me 24 hrs to get my addresses and get out.
I have clients, friends and family over seas that I can no longer get in touch with because I don't have an email address for them. I just want my email addresses back.
Valerie of Williston FL (09/24/08)
I have a seasonal home in Florida. Upon arriving, I called the new AT&T and signed up for dial up internet sevice. Was told I would receive a disk in 7-10 working days to install and hook up. I complanined that in the past when it was Bell South all I had to do was call and I was connected. They said new policy. They also charged my credit card. In the past the bill was attached to my phone bill. I signed up on Sept 17th it is now the 24th still do not have the disk.
On Monday the Sept 22nd I called and spoke to Michele to cancel. Waiting to hook up was no longer an option and I decided to buy a wireless connector. I was told they would cancle but they would not refund my charge and that I could use the service until Oct 16. I said I had not used the service and could not use the service because I still did not have the disk. I asked how could they charge me or any customer from the sign up day when they knew that it was not possible to use the service as their disk would not arrive until 7 - 10 days later. The answer is - that is their policy.
I then spoke with supervisor Richie who also told me the same. So AT&T charges their customers for service they know they are not receiving. Not having any luck with AT&T, I will dispute the charge with my credit card company.
Rosaria of Romeo MI (09/19/08)
we had att high speed internet a year ago, then cancelled. 6 months later we re-ordered and they told us a few days and it would be hooked back up (still having router). Didn't happen. So we called and re-scheduled 6 motre times, and eahc time passed with multiple 1-2 hour on hold phone calls and 3 people each convo having no clue what was going on. After 7 missed installation dates, hours and hours of phone calls, and 6 weeks, they finally did it. Now while we were wating they had us on dial-up service.
So when everything was complete after 6 weeks, they said they would credit us as they have been billing us for both dial-up and dsl. I call and call and they say they will fix, yet the continue billing, now threatening collecitons. The last call today to them, and i'm always polite, the guy just disconnected when on hold. every call has to be transfered to 3 other people as they have no clue. seriously, this is 'groundhog day', but 2 months instead of two hours long. my question is, why haven't companies like this that clearly bill without just cause aren't prosecuted for fraud? thanks.
emotioanl distress. but they have threatened to send to collections, which would tarnish my credit further, costing me more in interest.
Joseph of Melbourne FL (09/16/08)
On the morning of April 24, 2008, I could not use my phone or DSL service due to extreme static on the line. This has happened a few times previously and was always handled at the junction box on Spyglass Hill Rd. This junction box has been in an upgrade mode for months and currently has an excavation project going on around it today. At around 2pm on April 24th, the phone and DSL service was back to normal, leading me to believe the problem was handled down the street, as before. At approximately 3:30pm, my doorbell rang. Being indisposed at the time, I could not immediately answer the door, but I saw it was the AT&T repair truck and serviceman. In the one minute it took me to get back to the door, he was gone.
Since the problem was fixed earlier, I figured he repaired it at the junction box and was just stopping by to inform me it was done, as others have done in the past. An $80 charge showed up on my next bill for repair service. There was no repair service done at my home, but AT&T insists since he came to my home, looked at my outside junction box and found no problem, that I still owe $80. I refuse to pay. What recourse do I have?
Yogi of Naperville IL (09/14/08)
I am Customer of ATT since July 2008. The main reason to select ATT Internet services because in my community there is no other Internet Service provider and only ATT services are availble. In these three months of service I have got three Account Numbers 9Don't know why ) and above all my services was disconnected three times by ATT ( Don't know why) . But Third time I came to know it was because of their Orders Department came to know that their billing address was missing my APT # in their records, just for this small reason my Internet service got disconnected and now I will be given new account number and as per policy new service will be established after 7-10 business working days.
Other than this I have never received my bills for usage and I have asked them to send me bills for usage and they said there are some system errors on their side so it will take some time to receive bills. I can expect a huge bill amount in one bill but don'tt know when. And this time my Internet service has got disconnected. I ma more frestrated now because I am Senior Working Professional currently working from home and this gap of 10 days would cost me more than my job.
Atleast I was expecting that ATT will inform me in advance that why they are disconnectig my services just because of not having APT # my billing address in their records. They disconnected the services without my knowledge and Intention. The horrible thing is I have Order receipt and ATT Confirmation Letter where they have mentioned my Activation Details and that have my APT # mentioned. ATT Technical Dept, ATT Sales Dept have my detail address but this Ordr and Billing department doesn't have my Details address.
In my Community I am bound to get only ATT services so I have get this worst service anyhow as I can't afford individual satellite to have Inetrnet Services and this Big Companies get advantage of Customer problems. I would never ever recommend ATT services to anybody.
This gap of 7 days of re-establishing the Internet services would cost me more even I have to out like at Fedex for whole day for my office work. I will face lot of problems as I can't work from Home now just because of this nonsense thing created by ATT.
Stephen of Canoga Park CA (09/09/08)
I ordered AT&T DSL equipment with the understanding that if not satisfied within thirty days said equipment could be returned using prepaid label and no charge es to my account would me made. My DSL service began on Jyly 7, 2008 and I returned all items of equipment on July 30 using their return label. In spite of the return, I am being billed $95.28 it; they have already debited my credit card for that amount.
My many calls to customer service went nowhere, although one rep did check and said the materials had been received. I am furious that AT&T is cheating me of my $95.28. I have informed my credit card company o9f the above.
Estelita of Litchfield Park AZ (09/06/08)
Bought a cellphone and wireless wifi card for my laptop so I have good connection when I went to Alaska in Jun-Jul 2008. Used the cellphone & the wireless usb card for less than a month and I was billed for over $600. I even add an international plan because we have to pass Canada. They are charging for roaming use of my wireless usb card in Canada (used it once)and I was not aware of this. Their coverage service in Alaska sucks and I'm less than a mile from their tower.
So when I came back to Az, I cancell the service since their wireless reception is not good and boy, they added more fees $179.52 per line, total of $359.04 to be added on top of the $636.13 which total $995.17 for 1 month of service. I tried to plea with them to remove all these outrageous charges but will not back down.
Never had any problem with any wireless carrier before and now my credit will go down because they already sending it to a collection agency. Don't we have any laws to protect consumers. I told them I will pay them $20 till it's paid off but will not accept my offer. Can we not have a class action lawsuit(pro-bono) or pass legislature for outrageous charges.
Thomas of Aiken SC (09/05/08)
They have been charging me for DSL services for the past year and I had cancelled the services over a year ago and have different provider. They refuse the credit me for the past due other then two months for 33.00 dollars as result my phone has been disconnected.
loss of phone services and a phone bill over 400.00 dollars.
Casey of Elk Grove CA (09/04/08)
i was moving into a house, and we were recommended to get at&t so i czlled and got internet. I had to pay a $100 deposit for the modem and stuff. My card declined but my check was accepted. The next day I called comcast and got it with them, then called at&t to cancel. Three days after I canceled with at&t a $100 amount was taken out of my bank on aug.11 2008.
I have since called to get my money back, but because i canceld my account they say they can look at it, they can only see that I had one. They cant find that they took the money out either. I have been calling this stupid company for about a month trying only to get my $100 back. At&T is a BAD company.
We already dont have a lot of money. We are both young. And to make matters worse, I am currently disabled and not able to work. We need all the money we can get. I recently got laid off while being disabled, and I have to now pay for insurance through COBRA. I was told I would recieve a check for the $100 the first time I called within 10 bus. days.
With that in mind I sent my medical payment to cobra, only to have it declined, I needed to get the payment through so I could have surgery and go back to working. Now I am stuck waiting, calling every week, just to get dumb people who can't help me. What should I do? please can someone help me with this?
Anne of Arroyo Grande CA (09/03/08)
I was offered a free gateway modem with internet connection. The modem was to be charged to my account 79.99 and I was to recieve a rebate in that amount. After sending in all the rebate inf0rmation, including getting an on-line account--they failed to send me the rebate.
I have called and sent letters, each time the say the rebate is in the mail (4 months running now) and then I recieve a postcard telling me that I am not elligible. All the while they are collecting money from me. I did not need the modem; I have 5 that work well.
I have spent over 60 hours trying to recoupe this money. Time not working at 75.00 an hour (my rate of pay), and time not spent with my son--right now I should be eating dinner with him. I am angry and I feel betrayed. I am also out the 79.99!
Ajay of Stamford CT (09/02/08)
AT&T sent a flyer to provide phone and internet (yahoo DSL) at lower rates than my then provider. I called them in mid-feb and asked for services. They provided the services. However, the phone line was full of static and I reported the same to them 2-3 times. They did not respond. As I was not able to use the phone or Internet, I called them to cancel the service. they asked me to send back the modem. We sent it back and it was received by them. We took the internet and phone services of the old provider again. The inconvenience being that we had to change the phone number this time.
However, to our surprise we received monthly bills from AT&T. On calling them back (multiple times, as there are more than 30 min wait lines), early april we got a chance to speak with one of them, we asked the reason for these bills. The agent said that she understood the problem and all will be taken care, and we donot need to worry any more. Again, we kept receiving the monthly bills. We called them back in Aug to understand the issue. They said that the service was never disconnected. We asked them to look into their records, and see that we never used their service. The modem were returned on time.
Infact they brought another discrepancy to our notice, that they had charged us incorrectly for second modem, and also for some other charges that should not have been there. So they reversed some of the charges then, and tried to strike a deal that we should pay some of the charges and the rest they would remove, which we refused. Now AT&T is asking us to pay for the bills and have sent the bills to collection. Have again spoken with AT&T, and it is quite ridiculous that instead of making a customer happy they are not able to resolve this issue and want us to pay for services that we didnot receive. They have made multiple mistakes and surprisingly have not addressed this issue yet.
This has been a very poor and bad experience for us as a consumer in getting poor service, trying to chare our service two times and then trying to fix the incorrect billing issues including wrong services and incorrect bills. Have been calling AT&T, waiting for hours on phone and missing my work, which has taken an toll on my work and physical impact. need to understand what are my rights as a consumer and how I can get this issue addressed.
Elizabeth of Revere MA (09/02/08)
It was pointed out to me before traveling to South America that my Verizon internet service would not work there. Under advise from a very nice salesperson at Best Buy, I was told AT&T would work for me there. Hence, in May I proceeded to buy an internet wireless connector. I tested it in the US and it worked just fine. When I got to Peru in June it did not work at all. Once I returned to the US, early in July, I found it again worked. I concluded the problem was not with the device I had been sold but with the service.
I returned to Best Buy and found the same sales associate who had sold me the device, who proceeded to promptly cancel the service and refund the purchase. On this occasion there was a direct AT&T representative present at the store. When I explained what had happened, showed him my passport and air ticket, he told me he would take care of the early termination fee and get back to me regarding any service charges. He did not anticipate, however, any problem on that front either, as everything was quite clear.
I now have a bill of about $400 that has been sent to a collection agency for a service in South America I was told I was purchasing but did not work. I am being told that I had 30 days in which to return the device, but my having a passport and air ticket to show I was out of the country during that period, making it physically impossible for me to do so, has not mattered one bit.
Richard of Chicago IL (08/29/08)
Some months ago I asked for ATT internet cable service but cable kit connected to my computer would not render any ser-vice. I sent the kit back to ATT with a notice that I was getting no service but kept getting charged for it. I lat- er called ATT and the agent said she would have the internet service bills cancelled. I still keep getting them.
I then had a chat with an ATT representi- who told me to call a number to handle this problem but the number dialed was only for wireless service which I do not have.
St. of Marietta GA (08/29/08)
AT&T switched our DSL without authorization. I called on 7/25/08, they switched it back & gave credit for one month, however, I want to know WHO gave them the authority to switch the internet. I spoke to a Bertina in the small business billing, she said it must have been an accident. However, there was an order # for them to change it, so someone at AT&T created the order # and I want to know how they are going to solve this problem. This is not the only time AT&T has switched something on our bill - 9/13/07 AT&T switched our long distance plan without permission, 2/29/08 AT&T switched our long distance plan without permission.
Each time I call AT&T to resolve the issue, I am on the phone 40-60 minutes. AT&T constantly (2-4 times per day) calls the church asking us to upgrade, switch, discuss internet services. I have asked them in writing to cease and dissist. They are wasting my time - if I were to put a price on it, I would say 7 calls at 60 minutes each call equals $105.00 (per hour charge), then cost of writing letter of complaint, dealing with AT&T calls on a daily basis, not getting a response in writing from their regional representative, having to complain to Consumer Affairs - well into the thousands of dollars!
Daniel of Gladstone MO (08/29/08)
I ordered a new phone line and DSL service and selected the default selected date for service to start. That day, I arrived home to find a hole dug next to the phone pole in my neighbors yard (the line running into my yard/house). The line was not turned on, so I called (on my cell) the customer service department. I was told that the technician was running late, but would be there within the hour to turn on service. An hour passed and I called customer service again. This time it took ten minutes to navigate through the automated system which put me past the end of business hours for their center (7:00pm though it is posted as 9:00pm on their website).
Now, no phone, no DSL, but a big hole in the neighbor's yard. I called tech support (because the automated system said they were open) and still did not get a person, but the automated line assured me that I would have service two days later between the hours of 8:00am and 6:00pm.
1) Termination of the automated line. It deliberately stalls customers and does not actually help either the company nor the customers. 2) Restitution to my neighbors for digging a hole without consent in their yard and killing one of their trees. 3) Refund of all of my fees and equipment charges that I have been billed and cancellation of my service. I will happily return anything they have sent in condition it was given to me.
Mrs of Gary IN (08/28/08)
On 7/25/08 AT&T came to my home to install U-Verse internet service, we were so happy with the service that we decided to have U-Verse cable (television) installed as well. Once we had all our services combined AT&T representatives we spoke with told us that we qualified for a $200.00 U-Verse rewards rebate just for combining our phone, cell phone, cable and Internet services all through AT&T. We didn't even know about this offer until it was brought up by AT&T reps. who insisted on signing us up for it. After being signed up, I was told the only stipulation to collecting the $200.00 would be that I had to keep their services for thirty days.
I have complied according to the terms and conditions stipulated for the $200.00 reward but am finding it very difficult to collect my just rewards. I have made numerous telephone calls to the company and am assured the matter will be taken care of but it hasn't been. According to their web site I am only entitled to a rewards rebate in the amount of $70.00. When I questioned this, I am told it will be taken care of and my account will be credited for the remaining $130.00 but nothing on my account has ever changed.
Upon viewing AT&T's web site promoting the new U-Verse services on 8/27/08, I discovered that they also offered ALL new U-Verse customers the same $200.00 rebate for signing up as long as they agreed to keep the service for thirty days. I believe AT&T is using fraudulent sales tactics to promote their new U-Verse, cable and Internet service and never had any intention on giving their customers this $200.00 as promised.
I am frustrated that this company thinks so little of its customers that they are willing to use shady sales tactics to draw new customers in. I don't believe they should offer $200.00 if they have no intention on delivering. I just want the $200.00 for signing up as promised.
Alvino of Torrance CA (08/21/08)
We have high-speed internet with AT&T and while I was online, it appears that they changed my password: After logging out, i was not able to get back online: I cannot access my emails and they now want us to FAX them information to prove that we're who we say we are. This is not our fault: AT&T changed my password, not I. The above-mentioned rep, Stacey, apologized and i told her that I know this isn't her fault, but I can't have the company suddenly changing my password without telling me: If it's happened once, who's to say it won't happen again?
I can't access any important emails i may be receiving and since I bank online, I may have to make changes to my online bank acc't, such as the email address i use; i have yet to check on that, but overall, this shouldn't be happening: Only the user of an email acc't should be able to change the password, not the service provider.
Mike of Tucker GA (08/21/08)
My DSL drops connections during peak hours. They have been notified and they give me the runaround.
I'm paying for a service that I'm not receiving. Compare it to the AOL debacle from 1996/1997
Kenneth of Scott Afb IL (08/18/08)
I ordered DSL internet service on 30 Jul 2008 with AT&T. I was told I would have my service turned on 8 Aug 2008. August 8 came and went and the service was not turned on. After calling the customer service number they informed me when they tried to hook up the service they had a duplicate number and had to reorder service. I was told I would have it on 12 Aug 2008. 12 Aug came and still no service. I was then told I should have it on 14 Aug and still no service. Then last Thursday I was told I should expect it on 18 Aug. I still don't have it. I was told I should have it on 19 Aug.
Obviously I don't believe them. I have been on the phone with them for over 7 hours (no exaggeration...check my cell phone). I have been in contact with over 30 customer service/technical support representatives. My wife even tracked down an AT&T service truck in our neighborhood (they couldn't even pull up our account because the service didn't exist yet). Words don't describe my frustation level. I was told by 7 people they would call me back to ensure my service was going to be turned on. I never heard back. When I tried to call them their voice mail came on and after leaving messages I never got a return phone call.
You may ask yourself why I don't go with another company. Well, I would if I could...AT&T is the only internet provider in my area. I am an understanding individual but I really lost it when an AT&T rep told me they don't consider internet service as important as telephone service so that is why I am not getting the answers. I think they are penalizing me for not ordering their inflatted phone service. I am using Vonage (once my internet is hooked up) to save $40 a month. Please help!
I have lost 7 hours of my life along with 320 minutes on my cell phone....ironically my cell phone company is AT&T. I have to travel to the local library (gas prices..ugh) to use the internet and check email.
Martha of Pasadena CA (08/14/08)
After multiple attempts to disconnect DSL which they put on by their error, Peter disconnected my telephone also. I had repeatedly stated that I wanted only DLS on the 9669 line disconnected. He refused to listen and did not seem to understand the problem. Kept trying to blame me.
Several hours wasted in multiple DSL cancellations and time with customer service to reinstate service
Cheryl of Tulsa OK (08/02/08)
Uverse was offered in our area as a great deal...less expensive, better DSL delivery, tv with dvr, wifi, better phone service...all of which have proven to be blatant misrepresentations of this company. We have been on hold for up to 30/45 minutes when calling their 'support tech' department. You get someone that you can barely understand or a tech that puts you on hold for another 2 minutes that can add up to your phone minutes, etc. I have used AT&T for years and have always preferred them in my businesses as well....
however, if I had the means and the connections, I would sue this company for false advertising and promises made by their sales staff that were lies. Even the techs that have come to the house have made comments about there being a lot of technical issues and having found out that people are very angry because they were promised one thing and another only to find out that it's like going back to the beginning of cable. If anyone out there is filing a lawsuit, I would be more than happy to add my 2cents to it.
In the future, this may be a good move for AT&T, however, as soon as I can reach the company...which seems unlikely as I have been on hold for 20 minutes and still holding due to a higher than normal flow of calls. I got in after the first time in 10 minutes but was hung up on. If I did this in my business, I would lose everything I have. I want Dish back because it works. Thanks for the opportunity to vent from a very angry and aggravated customer in OK.
Paul of Encinitas CA (07/31/08)
The AT&T SBCGlobal DSL customer service is a nightmare. I was diconnected last May in my vacation home, but I paid the full outstanding bill immediately, but just found out when I arrived here July 25 it was still disconnected. My account is still in collections. I put in a recommect order July 25, with reference number. Was told it would be back on in 5 days. This was unacceptable enough, but they since lost the reconnect order.
It is now day 6 and no DSL. I leave in three days, think I will just tell them to stuff their DSL where the sun doesn't shine. Tech support is AWFUL. You get shuffled between one East Indian, giving fake Western sounding names, to another. None of them help you, they only know how to transfer. I have spent five hours on the phone and STILL no DSL. I have the equipment in my house, all they have to do is flip the switch. Stay away from AT&T DSL - its a nightmare!
I work on the web & need my DSL - cannot do my job here in my vacation home.
Barbara of Memphis MO (07/24/08)
I have called and e-mailed the company and have rarely gotten to speak to anyone about the lack of provision for high-speed internet services. When I finally talked to a real person, the answer was basically that there weren't enough of us to make it economically feasible to provide high-speed internet and yet a locally owned cooperative makes an excellent service available to people living a scant 3 miles away. We are three miles from the hub but I was told that the fiber was over 33,000 feet long to our home and that we had to be less than 15,000 feet.
There is nothing I can do about that but their monopoly makes it impossible for me to get another service. The only service available to me is satellite and that service is prohibitively expensive on a monthly basis. My son and his wife are in the same boat.
I am interested in exploring business opportunities on-line but because of the lack of DSL I can't do that. Also, uploading pictures to send away for developing is not possible. To upload a file takes hours and the service will abort and lose any transmissions. Very frustrating. Our legislators have been working on this because of the economic problems. Kids in school cannot access the high-speed services for projects and if you don't have an accelerator, which is still very slow, it would be an impossible task for them. It would appear to me that if outlying regions in third-world countries can have the service, we can to.
Tom of Wilmette IL (07/24/08)
I received emails from them saying that I needed to channge the settings on my mail server, (Eudora,) but this did not seem possible so I called their help line. I was told , (By someone who sounded like he was Indian,)I to just ignore the message, which I continued to receive every day. A couple months passed and then I couldn't send or receive any emails.
I called and they referred me to their support service where I was told for a $99 fee it would take one of their very qualified tech 10 minutes to tell me how to change the settings in my email program. This has not been the case! Each time I would call..5 times so far...I have had to train the tech on IMac and Eudora. When they say they will call me back..well it has yet to happen. I do not intend to pay the $99 when it is charged to my credit card.
Possibly wasted $99 as well as being left with BAD feelings about their Pay for support service. I can see that this may contribute to their loss of land lines. If Direct TV internet service was in my area, I would seriously consider dropping AT&T
John of Round Top TX (07/23/08)
We are in a rural area of Texas, our business takes orders via the internet and by telephone. We have no high speed internet in this area. 1) Called AT & T at 12:00 noon on 7/21 to report no service or dial tone. We rcvd a message that it will be repaired by 7:00 pm the same day. Nothing was fixed.
2) Called AT & T at least 3 times on 7/22 to report we still had to service. Received a message that the phone service will be fixed today by 5:00 pm. They sent a technician from a location 60-75 miles away from our home and business. He traced the problem back to a small sub-station 10 miles down the road. He drove back to our home only to tell us he had no key or combination to get in the telephone utility station. He would call a specialist to come on Wed. 7/23.
3)After calling 3 more times and filing a consumer complaint with AT & T (actually talking to a human being, not a recording) They managed to fix it(the problem was a dial tone circuit card at the sub-station)at about 11:30 on 7/23.
We lost 15-25 orders per day time 3, and had to answer alot of angry customers. We were unable to transfer paying online to pay our business bills. We did not choose AT&T but they took our SBC in central Texas.
Sandra of Saint Charles MO (07/19/08)
As a current AT&T U-verse customer, I referred a relative to U-verse. He signed up on April 7, 2008 and we both registered our accounts online within the rules for me to receive my referral award, which I believe is supposed to be $50. It is now July 19, 2008 and I have yet to receive my reward or even a notification that I have qualified for the reward. Multiple phone calls to customer service have had absolutely no results.
I am still owed $50 from AT&T U-verse and have had to spend way too much time on the phone with customer service with no results.
Bryan of Sandy Springs GA (07/18/08)
We signed up with AT&T for their bundle on my voice and dsl internet & dish network (which i already have) around nov/2007. I made international phone calls on Christmas day (cut-off day was dec 28). When the bill came sometime on the second week of january, my bill was over $500. I had forgotten this stupid trick of enrolling yourself and pay $5/month to avail of the discounted rate. I was charged $3.17/min whereas if i enrolled, the rate dramatically drops to less than 20 cents/min. I paid that bill and called them to set up international long distance.
Meanwhile, i have been calling internationally new year's day and several days after 4th of january when a family member died. Needless to say that i talked for hours. I thought that they would retroact my rate since i've shown good faith. When i received my next bill, it was a whopping $1000.00. I called them immediately, but they said that they couln't do nothing about it.
I asked for the manager and they promised me that a supervisor should call me within the next 24 hours. I even gave them my cell phone number. Nobody called me and then the next bill came and I called them again. This time, they said that it is over 60 days. And on top of that, the representative i talked to had the audacity to ask me to switch my cellphone from VERIZON to AT&T... what nerve!
The final bill that i paid was $1500.00 which really made me cry. With 2 kids in a 1 income household, we are really financially tight. We are no longer with ATT, we switched over to COMCAST and bundled everything now. COMCAST cust service is not the greatest, but i would rather deal with them than being conned. I will never ever be a part of ATT for as long as i have another option .
Tom of St Louis MO (07/17/08)
Door-to-door misrepresented purpose of call as scheduling changeover of service to fiber optics to get my wife to listen to her sales pitch for A t & t services. I consider this highly unethical. I will minimize my relationship with A T & T and spread the story of this matter as broadly as possible unless disciplinary action is taken. I am NOT interested in any deal to assuage my irritation.
Lifetime distaste for AT&T.
Catherine of Miami FL (07/17/08)
AT&T internet. Been trying to get my phone and internet working for over 6 months. They do something and it works for a few days. Now the problem seems to be that everytime my phone rings the internet goes off. This is a problem because I take inbound phone calls and obviously when the phone rings is when I work, but when the phone rings my internet shuts down and I cannot do my work. AT&T seems totally disinterested. They test the line and says everything is fine.
Yesterday they said they would have it repaired (what repaired I don't know) by Friday at 7pm. I ask Don't they need to get in the house They answer that they don't know. So I guess I'm suppose to sit here for 3 days waiting for them to show up and the minute I leave the house for 10 minutes they will show and say no one was home. When I said that I was switching to comcast internet they said that was fine and they would cancel the service. They are the only game in town, when it comes to phone service and the only DSL service so I guess they can provide lousy service and not worry.
I have been unable to work for week now. I am totally fustrated and wind up yelling at the nice people working for AT&T. I am out a lot of installation money that I still have to pay AT&T . I'm sure there's more but I'm so angry. My performance on my job has suffered and I am being penalized by drastic call volume cuts.
Jan of Lilburn GA (07/16/08)
Currently we have DSL Lite with A T & T internet service. We have access to the internet with no problem. A lot of the time we cannot get our email open. Sometimes its morning and sometimes its at night-time. Has there been any other complaints about this? I have gone through the service techs. which takes up to an hour or two of my time. Still we continue to have this problem. Thank you.
Chad of Brookhaven MS (07/16/08)
I have lived in the country for most of my life. This, in turn, means I have no access to broadband other than Satellite and Wireless (via Cellular networks), which do not provide the speeds that are desired (about twice as fast as dial-up, not much of an upgrade). After the AT&T/Bellsouth Merger, it was stated that AT&T will provide 100% broadband services for in-territory customers. I am in-territory for AT&T, but no broadband is being provided. After reading further about the merger, it is stated that only 85% will be provided DSL service, the other 15% will be provided a comparable service such as Satellite or Wireless.
After speaking with the FCC for about a week, they directed an AT&T employee to contact me. That AT&T employee told me just this, I live in ******* and the services aren't available to me either. There's nothing we can do right now, but we'll put you on the list for next years upgrades. Ok, so with AT&T not wanting to serve me with DSL, I will go another route. In my line of business, broadband is not exactly required, but it's definitely a huge help to have it.
So, I started looking for a T1 line to be setup. Several companies advertised really good prices, as far as a T1 line is concerned. Being as low as $350 a month, I can share this connection with my neighbors and pay the bill easily without having to worry about them hogging all my bandwidth. I contacted a couple of the companies and was told that they could not honor the advertisement due to AT&T's monopoly on our area. The cheapest I could get this line, now, was $750 (because all the lines here are owned by AT&T). Ok, so now that's out of the question.
Next step, I call AT&T to see how much they'll run me a T1 line for. It exceeds $1000 a month! For those who are unaware, a T1 line has the download capacity of a Cable connection at this point. The only upside is the Upload capacity, because you get 1.54Mb up and down. But $1000 a month? No thanks. Now what? I would love to be able to tell the FCC, You screwed up by letting this monopoly happen. I'm only one person, it just doesn't work. As far as competition in this area, there is none.
Mandy of Joliet IL (07/15/08)
Back in April 2007, my husband contacted an AT&T representative and discussed the options of purchasing one of those bundle packages being advertised. After a long conversation with the rep he decided to go with it. The idea of only having 1 bill to pay as opposed to 4 was a nice idea plus we thought we'd be saving money. My husband advised the rep that we just wanted a basic cell phone but the rep advised that the V3 phones were free after rebate. They were $100 each but we'd be receiving 2 $100 rebates (one for each phone service we purchased) within 6-8 weeks.
It's now a year and 3 months later and we are still fighting for this money. After many e-mails, phone calls and checking the status of the rebates online, I was at my wits end! When calling into AT&T I constantly get the run around and am transferred to people who always tell me, I'm sorry, I don't know why you were transferred to me. I don't handle wireless rebates. Call someone else. It's a joke and I'm so frustrated!
Back in March, I finally got someone on the phone who said she would take care of it. I received 2 $50 VISA gift cards but they were under the wrong name for the wrong account. When I called in again, I finally got to a manager and was apologized to (yet again) and said that they would be sent out and received within 2-3 weeks. That last call was on June 5th and I still don't have the cards.
I called in today and I'm now being told that the rebates are too old and they will not honor them at all! The rep I spoke with, Claudia (employee # XB6) said she was the highest manager in the company and she was the only person I could talk to. I know this is in correct and was so frustrated at her lack of concern with the matter. She said that the best she could do is credit my account $100 - 1/2 of what I was originally promised.
Due to the misgiving of information, we have had nothing but poor service from AT&T. I am an unemployed mother of two children. With the rising costs of everything, this money is huge for us! Our first bill from AT&T was over $700 with all of the charges we were not made aware of. When we called in, we were told that over 1/2 would be coming back to us in the forms of rebates. Not true. The DISH and the internet rebates were credited to our accounts (the internet just this year after many more e-mails and phone calls).
Isabelle of Leesburg FL (07/13/08)
I filled the form for the DSL for $10 which the company offers. I filled out the form three times and each time I was assured that I would be getting an email confirming the transaction. I have been fighting with this company since 12/2007 to get the DSL at the $10 price but each time I'm told that the order was not found but that I could sign up for their $19 plus special. Finally my husband said to forget the whole thing and miraculously when I paid them the $19 plus for DSL the account wasn't lost and I now have DSL in our second home but at double the rate.
No physical damage but they have it right on their website that I can get DSL for $10 and they will not honor this. The only reason they have it on their website was because of an article critical of ATT in the ST LOUIS POST DISPATCH a few months ago. They have made my life a hell these past few months trying to set up a DSL line. I'm sorry that ATT was able to merge with BELLSOUTH.
Shelly of Oakland CA (07/09/08)
On March 27th I phoned and ordered ATT fiber optic internet with TV service for my home. The sales person was very nice and order completed. On April 7th a tech person came to my home to installed the fiber opticwhen he left he assured me that both my home computer and my laptop(my laptop I knew was working as I had prior to the tech person leaving I went online) and was assured I had internet service for my home computer. At that time I did not try my home computer as my leg was in a cast and did not go up 2 flights of stairs to go on-line however the tech person said everything was working.
On May 6 I finally go upstairs to my home computer and discovered I had NO internet access. When I called Tech support they asked what my operating system was.which was Windows 98. They replied that this happens ALL the time as the sales people do not know what questions to ask. I NEVER WOULD HAVE ORDERED FIBEROPTIC IF I KNEW MY HOME COMPUTER WAS NOT COMPATABLE WITH IT..thereafter HOURS was spent on attempting to get my home computer running being compatible with system-I got Vista.a tech support came to my home.at least 20 hours was dedicated to getting my home computer with Vista on .it did not work. THUS I HAVE TO NOW GET A NEW COMPUTER.
In May I talked with a supervisor for 48 minutes as I was DISGUSTED. I never would have ordered the fiber optic service if I knew my main computer at home was not compatible and two the tech service person who installed this ensured? me that all was working when he left my home. The supervisor stated that she could give me $10. off my account per month. She offered me several options for the mistakes and hardship all of which were subservient to what I had been through. After 48 minutes of talking with her and her talking with her supervisor (twice she needed to consult with that person) we resolved the issue of free internet service for one year I asked for this in writing. I never got this in writing.
The next month I received a bill but ignored it as I thought the billing department had not caught up with our agreement. Three times since May I have talked with supervisors who said they would get back to me with a resolution of this issue. I have spent over 3 hours talking with different supervisors telling them the story. The issue was resolved in May and I do not understand why there continues to be a problem.
A supervisor on June 3 was going to call the woman I spoke to in May and clarify the issue as he states after looking through the record that there was nothing noted about my 48 minute call and the resolution of free servicehe said he definitely would get back to me on June 4..he never did. On June 25 I phoned again and talked to a supervisor who would not give me his last name just Mark and he said he would get an answer and get back to me on June 26..he never didOn July 3 I spoke to Amy who said she would DEFINITELY get back to me however it was a holiday weekend and it would have to wait until July 7. Today is July 9 and NOONE has gotten back to me. WHERE DO I GO TO NOW?
very stressed by this.....
Glen of Shawano WI (07/08/08)
ATT purchased CellularOne convinced me and our wife to upgrade and also signup for ATT broadband Wireless.
The first day we found service was greatly reduced (reception) to point we could not use cell phones in most areas of city. No signal or dropped contantly. Never had that problem before. ATT wireless broadband is extremely poor. Visiting the store we upgraded, found out they have may a Wilson Linear Cell amplifier in their back room to boost signals for people that come in to urachase service and show the strong signal strength with ATT service! Very deceptive. Told nothing can be done. We have 3 cell phones and a wireless broadband service that is useless. Used for business and getting nothing but complaints from our clients. Never did the previous 2 years with CellularOne.
Ravi of Baton Rouge LA (07/08/08)
I had an ATT Internet Connection only at my address. I cancelled the connection in April 2008 over the phone and paid $30.00 in advance for the next bill since I hadn't recieved my bill for the month. Instead of cancelling the connection, AT&T Continued to send me bills for the next two months which I recieved only now since I changed my address to Louisiana. I tried to dispute the bill but AT&T slapped me with a $71.25 bill and threatens to hand it over to collection. How do I dispute their charges and how do I file a harassment charge along with my dispute on AT&T
Mentally harassed and spending hours on call with their customer service representatives who keep transferring my call from one department to the other
Joseph of Culpeper VA (07/07/08)
Sent in rebate forms on 04-08-2008, and made copies. I checked the web address for information on the rebate. Was told a letter of non compliance was sent in first part on May that there was no IMEI number on form. I was suppose to resubmit by the end of May. The only problem is I never received the letter I just found this info today 7/07/2008 because I was wandering where my $100.00 was. The IMEI # is on my copies
$100.00 rebate.
Karen of Philadelphia PA (07/03/08)
On Feburary 2nd, I called AT&T to cancel my local and dsl service and told them that I was switching to Comcast triple play, because they offered all three services that I needed. The rep. that I talked to said that it was no problem,that she would cancel my subscription and that she would transfer my call to the dsl service. I talked to the dsl rep. who told me that they had to confirm with Comcast that they were taking over. I was told that there was no problem.
In March I recieved a bill from AT&T for Feburary. I contacted AT&T and told them the problem, they said they would take care of it and that I would recieve a final bill from them the next month. In April I recieve another bill from them for March, I called again and spoke to a rep. named Christie who gave me a confirmation number and told me to ignore that bill and that she would send me a final bill.
I kept getting a bill from them in the months of May and June, witch I called and complained. When I talked to the rep from the dsl service, Henry, he informed me that I had never cancelled my service with them and that I was responsible for the bill. I have spoken to several people and have not been able to resolve it, they have now put me in collections and tell me there is nothing I can do to resolve the bill. I contacted the Comcast people who gave me a comfirmation number that proves that AT&T knew about the transfer, they also told me that AT&T was aware of the switch because they had to wail ten days so that AT&T could release my phone number to them. I explained this to Henry, who in turn told me this was not true because they don't talk to other companies. I can't get any satifaction with this company, I can't even talk to someone in this country,because I think this is a communication problem.
As a result of the rep telling me to wait for a final bill, that they were taking care of the matter. I am now in collections and this is affecting my credit rating and putting on hold my attempt to buy a new home.
Anthony of Chicago IL (06/26/08)
On March 26th 2008, we had DSL installed on our computer. We did this because we were promised a $50.00 rebate 4-6 weeks after installation. 2 months later we called at&t and they told us to go to AT&T Rewards.com to claim the rebate. The website told us that the rebate was not available and to make sure my tel.# was correct. My wife called again and this time they said it was going to be another 4-6 weeks! What's going on?
We are on a budget, we could use that $50.00
William of Madison WI (06/26/08)
Persons sold me DSL service and after they sold me the programme then they told me that the service would not work until after the date of 6-27-08. It would seem, to me, this quite un-ethical. Never-the-less the service was made workable on the date of 06-25-08 but even though they got the system, allegedly working on the twenty fifth, but the service doesn't even work after they had allegedly got the system working early. I feel that they should have told me the working date of the system before having sold me the service, and they sold me the service having recognized that I had the DSL service three days before when at such time I cancelled my DHL service with AT&T Co some three days before having re-ordered the DSL service from AT&T Co.
I had cancellled my DSL service with AT & T Co because there was trouble with the telephone service what dis-alllowed me of an opportunity to balance my telephone bill when the cost of the telephone service was going through the roof and this was one of the reasons why I was forced to cancel my telephone service and the telephone number of the latter alluded was one which I was experiencing dilfficulties with regarding bill payment and my budget so I cancelled the telephone service for [another] telephone number because I wanted to get my account balanced within my budget accompllished.
At&T company refused to work with me to get my telephone bill balanced so I cancelled the telephone service until I could balance my account when surviving on a fixed income. DSL service does not work even though they have, allegedly, made the service up and running before the working date! Head pains, sleeplessnesss, woryry, anxiety when the servcie what I bought does not work! E-mail service does not properly work!
Victor of Brownsville TX (06/24/08)
It was in 2006 when I heard att was offering three services in one package, home phone, cell and internet all by only 100 dlls a month. before I had a wireless phone service with sprint and I was paying between 60 to 70 dlls a month, then I contacted att to get the three service package for 100 dlls...big mistake, the first bill I started to pay 122 dlls then from there the monthly bill average for the three service package was from 160 to 180 dlls, then someday when reading the bill I noticed they were charging me 17 dlls a month (only to mention one of several suspect things in the bill) on the cell for home charges
I took the phone and call customer service they had no idea why they were charging me those 17 dlls of home charges to my cell, it did not make any sense to me they're supossed to then know. right there I canceled the home phone and the internet service, (I rehired internet service alter on on a lower charge) and I kept the cell but I am still strugling with them I mentioned that the deal I had with sprint for the cell phone service I was paying from 60 to 70 dlls a month and with att sometimes I got bills from 85 to 125 dlls for the cell phone service. I do really believe att is making a huge profit by stealing their client's money,
Kim of Chicago IL (06/22/08)
I have had AT&T internet for the 2 years I've lived in Chicago, IL. I had billing problems for 20 out of the 24 months-always in their favor and always $10 to $200 off what I was promised. Problems include: installation charges, service charges, fees for replacing a modem under warranty, mail-in-rebates that took many months longer than promised, incorrect billing dates resulting in inaccurate bills and late fees, charges for services that I did not request (i.e. making me pay extra for long-distance phone service monthly when I don't own a home phone), and on and on.
Finally, when the company set me up for a dry loop five months ago, after MANY hours on the phone requesting it, my 2nd or 3rd bill reflected what I was promised-$28.99/mth (after taxes) for 3.0 Mbs down. (I was really getting between 1.5 and 2.5 Mb), but I was satisfied that my billing problems were over and I had 3-4 months of normal bills. Then, this month I got a bill for $35. When I called to inquire of the mistake on my bill I was told AT&T raised their prices for all existing customers, and notified them in the last month's bill. I read my bill along with the rep line by line (as I do as soon as I get them), to confirm that I was not notified and if I was I would have already canceled my service with AT&T. I conveyed my extreme dissatisfaction to the rep and requested that my service remain at the original price so that I can have normal bills for at least 6 months to a year after all the trouble I have been through.
I was of course transfered to another rep, and another, and another, and another, and a final one who offered me a $4 discount to combine bills. I am outraged! If I dare try to combine bills with my cell phone service (formally cingular) I will be doomed to have inaccurate bills for many months to come. I refused his offer and gave him one of my own: either I pay $28.99/mth, or I cancel my service. So, Dave filled out a form for the escalation group with this message and informed me they would call me back w/in 24 hours. That was 84 hours ago. AT&T made my choice easy. I will be canceling my service tomorrow.
over 100 hours of phone calls over the last year, eventually I was able to receive refunds and/or reverse the charges.
Jennifer of Smyrna GA (06/20/08)
Received a bill on 6/14/08 (only notice ever received) that stated that I have a past due balance of $50.00, that will be sent to collections if not paid by 6/23/08. The latter stated that I was previously notified and I wasnt. Called AT&T on 6/14/08 to see what bill was for. I was told by the customer service rep that it was for a modem that I purchased. Realizing that I never purchased a modem, I called back on 6/16/08, and was told by the rep that it was not for a modem, but the $50 bill was for my deposit that I made back on Dec 28, 2007. I was then transferred to the collections department, then to the DSL department, then to the billing department, then to the accounts receivable department. I was told by the accounts receivable department that I disputed the $50 with my bank and the money was returned to me in April, so therefore, I still owe AT&T that $50.00 deposit. I was told to call my bank to verify.
I called my bank and they told me that no $50.00 amount has ever been returned/deposited back to my account from AT&T. I called AT&T back on 6/16/08; spoke with a customer rep by the name of Melton. I told her that I made my deposit back in Dec 07, and the money cleared the bank and has never been returned to me. She told me that she would have to have someone look into it and they someone would call me back. I asked her when I should expect a call back, and she told me by the end of the day. I asked for her direct line and her supervisors name. She gave me a number, which I tried to call, and it was NOT a direct number, but just another way to call AT&T to get the voice prompts.
By 6/18, no one had called me back, so I called again and spoke to a customer service rep by the name of Jason. He told me that from the notes, he could see that the bill I received was for a modem. I told him that I never ordered a modem. So, then he tells me that I was sent a refund check from AT&T in April. I told him that I did not and asked him what I need to do to prove that I was not refunded this amount, so he tells me to fax over my bank statements. I attempted to do so, realizing that the fax number that he gave me was incorrect, again! So, I call AT&T back again, spoke with another rep and asked for the fax number. At this time, I was told to fax it to another number and that I would get a call back once it was reviewed. I still have to gotten a call back.
AT&T is threatening to put this fake charge onto my credit report and thet have no grounds to do so
Artis of Hiram GA (06/16/08)
I was having trouble with my internet connection and was directed by the site to contact support. I placed a call to them and a repair order was set up. Approximately 15 min later I called back and cancelled the repair. On Tuesday, June 3, 2008, a message was left on my cell number by an AT&T repairman. I called him and he told me that he had checked the outside lines and everything was working fine. I told him that I had cancelled the order 15 min after it was placed and he said that sometimes the routing of the paper work is slow.
I then noticed the charge on my bill and contacted AT&T and was told that they had no record of my call and the charge stands. I am so angry with them for conveniently clsiming that they have no record of my call to cancel. They are charging me $85.00 which I should not have to pay because I truly called and cancelled 15 min after the repair call was made.
If I had failed to cancel then I would feel that I owe the money. But I called just because they failed to route the cancellation slip to the proper department is not my fault. I feel very violated and am considering cancelling my phone and internet service if I have to give away my money to them.
Bill of Chicago IL (06/14/08)
I ordered the $10 ATT High Speed Internet Basic that received little publicity as it offered this service as a concession to the FCC in order to gain approval for the merger with Bell South. When I received my first bill it was for $19.95. I called. I was told it was corrected. I received the $9.95 credit. When the next bill arrived, again I was billed $19.95.
I called on June 14, 2008 and talked to and Sue, a customer manager in Illinois. After 30 minutes of discussion, Sue told me the correction was made during my last call on May 19 by Jeff, but it takes 2 to 3 billing cycles to appear on my bill. I was told by Sue that I could not get the $9.95 credit because I may get an extra month to the 12 month agreement. I asked for a formal acknowledgement of our conversation. I was told there is no way to get any record of the agreement as it was done online. Anyway, I have wasted another hour talking to ATT and have nothing to show for it except a statement that the $10 Internet service agreement will be honored soon.
They are charging me $9.95 per month too much. I am spending hours trying to get ATT to honor their agreement
Kristian of Euharlee GA (06/14/08)
I established a stand-alone DSL at my home with whom I have roommates. On 5-23-2008 my service was cancelled without my knowledge. I was out-of-town at the time of this cancellation and had no clue until I got back that week to check my online banking account and my internet connection was not working. My Roommate (the homeowner) overheard me trying to get it to work. He then stated that he had a home phone turned on, he said that when he was on the phone with the AT&T representative they told him that there was currently a phone line hooked up. Well my roommate is not the very bright and did not know that I had internet through a phone line. The representative then cancelled my account.
When I called in to technical support the rep stated that my account had been cancelled. I said that was odd because I did not cancel my account. The tech support Rep then stated that I would need to contact the billing department and they were only open M-F. I finaly was able to contact the billing dept. 6/9/08 to take care of this matter. I paid the balance on the account that was terminated and then I established new service. On 6/13/2008 I received a statement notifying me that my account had been turned over to collections.
I have been on the phone all morning (6-14-2008) trying to have this resolved as this is an error made on AT&T's part. They stated that they classified my account as an abandoned station,I had the service from 5/3/08-6-9-08,I think that is a little soon to be considered abandoned I never even received the first bill. I called in and made the payment. I have reviewed my phone records and the dates that they stated they tried to contact me about my abandoned account was the date that I established service. Now I have to deal with a collection agency to have this resolved,AT&T WILL NOT correct their error.
Due to this privacy breach and inablitity to follow protocol I will have a rcord of this on my credit report. This effects my chances in qualifying for a home loan which is currently in the works, my ability to obtain student loans to finish my degree, and a bad credit mark on my acount for 7-13 years.I have worked very hard over the past year to resolve all of my debts, and just when I get ahead this comes and it is nothing that I have put upon myself.
Linda of Suttons Bay MI (06/14/08)
I signed up for a $9.95 dial up service with AT&T a couple years ago. I started to have problems keeping a connection to the internet. I called their Internet Services division for help. It was always hard to understand the techs because of their accents, but they did the best they could to figure out what was wrong. They would walk you thru different procedures while you were on the phone with them. I had to call many, many times. One of the things they walked me thru was changing my passwords and also changing the dial up number. I asked them if this was going to be a local dial up for me and they said yes. I ended up taking my computer in to be repaired because nothing the techs told me to do worked. I fixed my computer, plugged it back in and used the dial-up number they gave me.
My first bill for April 2-May 1, 2008 was for 349.46. I looked on the back of the bill and it was all long distance numbers for the dialup service they gave me. I called immediately and had them switch it back to the very first dial-up number I was assigned and called the billing department to talk to them. The representative helped me and told me she would note the account as being a bill in dispute and asked me to send in a payment minus the long distance calls. I did that. The next bill that came in was for May 2-June 1, 2008 and the total was $1,797.28. I called again and Jessica ID#JP2725 told me that my account was never noted as being in dispute but she would note it as such and make sure that my complaint was given to the powers to be. Soon after she left a message on my voice mail that I was responsible for this bill because there was no evidence that their company issued me this dial-up number.
I called and TRIED to talk to a supervisor and he was the RUDEST Man I ever dealt with. He did not want to hear what I had to say. He just wanted me to listed to why I was responsible for this bill. He told me that since I kept interrupting him that he could not help me and when I asked to speak to his manager he said no, they won't talk to you. I have called back and talked to 7 different employees and they all tell me that my complaint to have these charges removed has been denied.
This is terrible service. They are the ones who gave me this number. They said that I should have checked with my phone company to see if it was a local number? They are my phone company. The tech people told me this number was fine, and they are work for AT&T, at least it appears as if they do since their number is listed on my bill under AT&T Internet Services. I need someone to help me!
I am a 50 year old woman with 2 college kids at home. I work part time since loosing my fulltime job 2 years ago. I cannot afford a bill like this and need my computer for school. In fact, that is why I have the cheapest phone plan they have and only signed up for the $9.95 service. I have no health insurance and have Hep C and Rhumeatoid Arthritis. This incident caused a huge flair-up last night in my joints and caused a horrible migraine headache. I do not know where to turn to get help against such a huge company.
Mj of Ocean Springs MS (06/11/08)
Upon moving, my husband and I decided to find out what kind of bundles and rates that at&t offered. We were told that we qualified for free instalation and dvr upgrade, and all the good stuff for what we figured was a pretty fair price, considering what we had been paying for regular cable, phone, and internet. We placed that call on May 21, 2008 and scheduled the instalation for Tuesday, May 27. We recieved a call that Tuesday to reschedule for Friday because the part wasn't in. Asking what part, they said the dish wasn't in yet. That Friday May 30th, yet another phone call to reschedule for the following Wednesday. Again no explaination, just fustration.
Well Wednesday June 4th comes and so does the phone call. This time I get a competent person that tells me for the first time that it is on back order, instead of just hasn't come in yet. I explained to the lady how fusterating this was and that if it was not going to be here by that Wednesday, June 11th, than I would be canceling all services. June 11th comes and I get a call from a man that says that he is the one that would be coming to install the dish, but wanted to see if I was aware that I would not be getting local tv channels. This was news to me, as they didn't say anything when we ordered service. Thought it was included.
This man was upset as well, he had went to 3 installations that morning that had cancelled for that reason. He gave me his boss's number. I called them and they explained that they were a seperate company that is hired to install and that was it. I called dishnetwork and told them how I felt about this and they said they would make a note of it, but AT&T would have to be the one to deal with it. I still let the manager know that this situation effected them and that I was not happy with it. I then called AT&T and asked to speak to a supervisor.
When the supervisor got on the phone, my patience was pretty much gone. I explained what had went on and asked him what his company was prepared to do to fix the problem. I was told that unfortunately, yes they could not provide local stations and that yes I should have told of this when I was ordering services. He also told me that they have a company that they are allowed to go through so we could get them, but it wasn't guaranteed that we could. That most likely we would get the channels and the national broadcasted programs, but not local news, the local stations do not allow us to broadcast them on dish. I let this guy know how unhappy i was with this, and that we would very most likely be cancelling all services with them (internet phone & the dish) and that when my at&t wireless contract was up, we would be going with another provider.
Told him to let his bosses know just how diguesting this whole experiance has been, and all the waiting for 3 weeks for something like this, only to find out it isn't what we thought it was. I will NEVER go with AT&T or dish network. Also, if the networks truly don't let them broadcast on dish in certain areas, why not? If this is true than they are doing a huge disservice to their communities.
Rachel of Rosemead CA (06/11/08)
AT&T had an original AT&T LEgacy..only certainly place was service in that area. Well, I my family's home was there and i had DSL service which was contract for a year. I bought another home which is 10-15 miles out of area they don't service so I couldn't send my line over and they stated they will issued me a DSL-non communication credit for $216 in June 2005 after closing my account. I also had a previous credit of $19 and change which let to a final bill of $198. I spoke to their customer service July 2005 and i was given a reference number as well as a troubleshoot ticket number reference to link to a credit. I thought all is clear.
IN 2006 I received a collection. After trying to talk to them and them reasuring that it will be executed, I got a final notice from collection company to pay or my information will be reported to credit bureaus. I am so busy, I decided to give up on time and my hectic schedule to just pay off in Dec. 2006. I thought it was done. IN October 2007, I wanted to refinance my house becoz the rate was low at 5%. I was not able to becoz my credit score went significantly down and it turn out they send and report me to my 3 credit bureaus for remaining $17 plus interest total around $19. I explain but they didn't care so I pay and I was told it will be removed out of my credit reports but never did. It only say COLLECTION/Paid which damage my record. I waited for a few mths hopeing for my score to come up and it hasn't. I pay everything on time and never late.
Do to their error, I miss refinance and lost thousands of dollar in saving becoz the rate have gone more than a point up. I am trying to talk to AT & T..and i got transfer to so many people in 2 days spending 5-7 hours on the phone like a full-time job and its still not clear. One dept can see the notation that was clear another was not able to . I keep going in circle. The dept that could have clear my record was not able to trace back to 2005, and the other dept was. I had the supervisor listen to her company's other dept. and she clear hear it too but she said she cannot do anything since its such a long time. I told her, my credit is sitting there,it was not fully executed, i have comfirmation number and ticket numbers, and on top i pay so I can go in peace not to surrender but too much time..and now collection never report to AT&T credit management team, and DSL billing don't have record, but the other consumer dept have record, but nothing can be done.
I don't have any proof to show that its been 3 yrs except to show that I did pay for in Dec.2006. I am going to submit proof of my payment but I cannot get anyone to do anything.ch time, I am so stress out, irritated, teary, I lost thousands of dollars becoz I was not able to refinance my property to get the rate I want.IT was $200, I am a business lady, I can make more than spending all my time for $200 but now they hurt my credit badly and its been another 6-8 mths after discovering trying to get someone to hear me and help me out. I got all the proof, the evidence, but since one dept happen to not have record in 2005, they say they can't do anything. I say, I am victim, your at fault, I need help, and no one care...
Claudia of Salina KS (06/03/08)
This all started when AT&T decided to take my combined bill to a seperated bill. I had had a combined bill for over two years. First they disconnected my internet service. They claimed it was at my request. It was not. I paid them $168.71 in April for the combined bill. They did not pay the cell phone payment. They keep telling me that they paid the cell phone bill for February to March 1. I would like to know where the money went that was paid April 17. I keep getting told that what I paid in April went for February.
They also billed me for internet service I have not had since April. There is $83 somewhere and they keep saying it was for two months before. When I disconnected my mother in laws phone and took her to a different phone company they charged her $34 for one day service. Her new phone company was connected on the 13th of May at 8:00 AM. AT&T said she ows them the $34 for the one day of service on the 13th Of May. I will not pay that money to them. There is no way that she should owe them that much for one day service. The way I look at it she did not have their service for that one day.
As far as my circumstances there is no economic damage except for the fact that they have money that does not belong to them. And they refuse to do the right thing. My mother in law is on a small fixed income. If they wish to charge her for what would be correct I would agree to that, but I do not agree with that much money for one day.
Suzanne of Houston TX (05/27/08)
The first problem I had with AT&T was a total of 6 months of my time attempting to have them straighten out my account. I had moved and them closed that account. I them open a new U Verse account. When I fail to receive a bill from AT&T; I called to find out what the stats were. I discovered, after many hours & endless phone calls, that they were crediting my old account. In the the process my services were shut off, because I refused to send further payment; until AT&T corrected their error.
After, six months of constant calling, they finally made the correction; with no apology or compensation. I had to contact them twice about the returning of the equipment. I requested, that they pick it up, which AT&T refused to do. They mailed out a box to return the equipment . I did this promptly, which included all the equipment plus the remotes. Also, before mailing out the equipment; I took photos of all the equipment before packing it to AT&T's specifications.
The week of May 21, 2008, AT&T is accusing me of not returning a piece of equipment. and did bill me for approx. $165.00. I called and let them know that ALL the Equipment was returned in good faith, and that I was not going to put up with their inability to provide an efficient way of doing business. Please rest a sure, that I have photos and documentation. Also, I would like to mention, that I am a 60 year old Catholic School teacher in houston, Texas; and my integrity is more important. Please assist me in this matter. Thank you
So of Los Angeles CA (05/14/08)
I signed up for AT&T DSL/Phone service a few weeks ago. They have been charging me, but I have gotten ZERO connection on both internet and phone. I called them several times to schedule someone to come fix the problem, as well as be put on hold for 40 minutes at a time. The end result, no service person and no connection, and yes, i'm still being charged. This is the only company my apartment complex uses for internet/phone service, so I don't have any other options then pray that a cusomter service rep actually helps me with this. Ridiculous.
I need to work from home some days, so this is a detriment to business. I'm also being charged for the monthly service for a product that I'm not receiving.
Nicole of Vance AL (05/13/08)
I have been on a waiting list for dsl since dec 2005... I have been told different things from you agents when I call.. I have been told. 3 weeks it will be available to me. 2 months. I really dont use my land line I have with bellsouth. I only transfered service cause I was told before I moved that dsl was available at my new location. which was a lie.
Now I am in my new house and its 2008. and I still do not have service. I know that at&t dsl service is available 4 blocks down the road. and I want to know why I have been lied to since 2005.. and still no dsl service. and on top of it to upset me more. they offer me a air card 3 times higher in price, than the regular dsl that I was told exsisted in my area before I moved. I want to know when DSL will be available at my home, so I can decide weather I will contiune service with at&t. cause other than high speed service. I have no other use for a land line phone. I use my cell for all calling purposes... local and long distance. I am not the only customer in my area that has been given this same information. that dsl was here at our home locations.
Michael of Indianapolis IN (05/04/08)
At&T has apparently shut down their email service for security issues. Bottom line: At&T DSL customers have no email service. The automated customer service just reports there is an outage--no indication as to when it might be resolved.
I depend on email, because I have trouble walking, the AT&T landline is unusable, and I can't afford to pay 18 a minute for the Virgin Mobile phone, unless it's an emergency.
Douglas of Central Point OR (05/01/08)
I have my home phone with AT&T plus my cell phone plus my computer. Reception at our house is terrible. Our phones cut in and out and also hang up and they break up where we can't hear the other party plus they can't hear us, then it will hang up. Sometimes the other party will call back and sometimes not. I have lost money because of this. The problem with my computer is I can receive e-mail, videos and files with pictures but when I try to send things like that, it will not send.
When I go to a AT&T office and explain, they do not take care of the problem. I have had this lousy service on my home phone and computer since getting the service in Oct 2007. I have told them I want out of the contract, but they want to charge me $175.00 for each phone and computer. That is $525. I am 81 and retired. I am on a fixed income and cannot afford that kind of price. If I have to stay with the service for 2 years, I will certainly quit them at that time. In the meantime I will spread the word about them, with the hope I can cost them some money.
Richard of Waycross, GA (04/28/08)
Signed up for Bundled services with there program that allows for $200 cash back. Completed all the steps and then was told that the directions were wrong. I was then told that they would fix problem, only never recieved reward.
Now almost a year later they are saying that it is my fault and I must complete the process again and they will only give me $125.
Anne of Raleigh NC (04/25/08)
I use AT&T DSL for my small business and have been bombarded with phone calls about upgrading to a higher connection speed. We can get up to 3 calls a day about it, even though we keep telling them we're not interested because it is too expensive. Often the people who call from AT&T barely speak English.
Just a few days ago a sales person from AT&T called to ask if he could fax us some information and my partner said yes and next thing I know we were signed up for the more expensive DSL! We did NOT authorize our DSL to change, just that they could send us a fax. After I found this out and called AT&T to immediately cancel the upgrade we got ANOTHER call about upgrading! AT&T sales people cannot be trusted and the best response to anything they ask is NO!
Much time wasted at work answering their numerous calls and calling them to cancel our bogus upgrade.
Erich of Springfield TN (04/25/08)
Called Bellsouth approximately 04/01/2007 to set up an order for DSL. I was assured that DSL was available at my home. I proceeded to wait. Waited and waited. Called. Modem arrives. More waiting, more calls. After about 2 weeks of annoying and browbeating various Bellsouth reps, and basically being lied to by each and every one, I get one honest person who now tells me NO PORT IS AVAILABLE and they don't know when it will be. I cancelled and acquired a different service.
Forward to 04/21/2008. Once again I call about (what is now the new AT&T) DIRECT DSL. I spoke with a list of people (which is available upon request) who promised me that it was available without question or reservations. I explain to each and every person I speak with the previously related experience. And I call 3 times to get different people as backup. I pass the credit requirements. Order is placed. Again, please remember, I WAS PROMISED REPEATEDLY that service was available.! Oh yes sir, service will be activated 04/24/2008. Modem arrives. 04/24/2008, I get a call that due to technical situations, my DSL will not be activated. I will get a call from AT&T on 04/30/2008 to let me know whether it can be activated then or not. What is the technical difficulty??? NO PORT IS AVAILABLE.
When called, the folks at the originating order center used the feeble excuse that they are not made aware of the actual availability of a port. They only have the info that the DSL is available. This is OK up front until you consider the fact that they were made aware of the situation and I insisted that I did not want to go through that again. They could have checked with whomever DID know and called me back. As it now stands, I am without an ISP and I cannot even get AT&T to commit to a date as to when I will. If AT&T's problem lies merely in the fact that the order takers do not actually know the status of available ports, not just the DSL availability, the PORT access, (i.e., the left hand doesn't know what the right hand is doing) then that is the problem that should be addressed.
If this was the first time this had occurred, I would be more patient but once again, I feel that I have been lied to. I feel that this is a practice of duping the public and should be dealt with immediately. As stated in this message, I have kept a record of whom I have spoken to, the last rep telling me that my only option is to wait. As far as a resolution, I would like nothing less than to have my DSL activated immediately as promised.
I am currently without home ISP service. My wife has just begun a small web based business obviously based upon access to an ISP.
Tomji of Chico CA (04/22/08)
I signed up for DSL, received a modem that was defective. Through many calls and questions from the tech support they sent me another modem. The next month saw my phone bill go up with simple internet services as the only description why. Customer service, if you have an hour to get someone who understands DSL (we don't have information on that... iwas told) is a mishmash of passing the buck. To sum it up: I sent the DSL router back. I had sent them the UPS confirmation number, which was a sticker they sent me to return the defective product. We have no record of that i've been told. I decided NOT to pay the $99 cancellation fee which was a result of their misbilling. They shut off my DSL when I refused to pay the charges until they cleared the matter up.
Now the bill is in collections. I'm livid that no one seems to take responsibility to help. I plan to put the details into one final e-mail. But I'm not going to pay them over $200 in fraudulent billing charges. So i guess I'll have a boo boo posted on my credit report. Which is a minor irritation compared to the way AT&T denies adequate ways for customers to resolve billing issues. And the rebate... the rebate... the rebate. I gave up on that issue after mailing the form in months ago. Granted, some AT+T reps really wanted to help. They just didn't have the authority (nor did their supervisors, etc) to resolve the matter. Who's running the show? What happened to customer service.??
I have been sent final bill for internet services, and cancellation charges. There is a bill sent to collections for the $99 early cancellation and months of internet service I was unable to use. And that rebate check: yes in all fairness they owe my $49 on top of the misbilled internet services.
Jim of Folsom CA (04/13/08)
I have been attempting to get DSL for my computer for several years and have been told that it is not available in my neighborhood. I accepted this answer until I found out several of my neighbors have it. Approximatly six weeks ago my next door neighbor had DSL installed. Their house is approximatly 20 ft. from mine. I once again called AT&T and spoke with a phone Rep who checked my address and told me I could not get DSL. Thinking there must be an error in the information made available to the phone rep's I ask to speak with a supervisor. I was told one would call me back within forty-eight hours. I never received a call.
It is now 4-13-08 and I still have not received a call from a supervisor. This is now a total of three different supervisors that have refused to return my calls. I am a long time paying customer of AT&T. I have not been rude or beligerent to any AT&T employee in any of my phone calls and yet I cannot even get the courtesy of a return phone call from a supervisor. Something is seriously wrong with an organization that treats it customers in this manner. If I were to treat people like that on my job I would have been fired.
Donna of Mims FL (04/12/08)
AT&T keeps calling my second ph line and trying to sell its bundle plan, I have no interest, have told them this. They have called on some days up to 6 times.... this is annoying, I have called them, and it still persists.
Just plain aggravating, and annoying!
Sandra of Brownsville TX (04/08/08)
I purchased DSL service per the internet ad which said I would receive $49.99 rebate on modem in December of 2007. When modem arrived, I installed per instructions and inside form said rebate form will be mailed later. I never did received the rebate form and finally had to call for them to send it. I sent it in on 2-11-08. As of this date still NO REWARD/REBATE.(4-8-08).
I have made 4 phone calls with most recent today, and was told to wait another 2-4 weeks before check could be mailed. Its very sad and frustrating to see such a large company post ads and not comply with them. I will never purchase any other equipment from AT&T!
Gary of Reno NV (03/17/08)
$50 equipment rebate check for DSL modem scam: Rebate info says it could take 10-12 weeks. It was submitted 8/10/07 and have followed up every 8 weeks since. I spoke with them again today, 3/17/08, after being promised the check would be here 3/14/08. I even have had a case number (263323) since 11/14/07, yet they claim that they can't tell me anything other than it's been escalated in the finance dept. I've been told that for many months now!
Hey, $50 won't even fill up a gas tank anymore, but it's still money--and money they promised if I upgraded my service. The fact they have not fulfilled their end of the bargain is just plain wrong.
Michael of Seymour CT (03/16/08)
On Dec 28th 2007, I called the 800 number on my phone bill to take call waiting off my phone. The person I spoke to (I now know) had the initials DT offered me a DSL plan for $50 a month plus taxes and fees (about $57), she also offered a $50 reward card(visa) and a $50 credit directly to my phone bill. She said she got special clearance from her supervisor. About 2 weeks later I received a letter saying my phone choice will cause my bill to go to $79 a month. I called and the rep who assured me $50 a month. 2 months later I received my first phone bill for $149. The $50 credit on the account appears on my bill but is NOT applied to any charges and they wont adjust the bill for the $50 a month I agreed to and I can't get my reward card. They promised the card on Feb 10, then Feb 26, then on Mar 10 they said it got lost in the mail. I think it's a scam - bait & switch - they get you to sign on for this great price and rewards and if you don't pay close attention they get you at the higher price!
Michael of Coventry CT (03/10/08)
In November of 2007 AT & T telemarketed me to switch all my services to them. They said they could offer me home phone including long distance, internet, and DISH network TV all for $97 a month. I repeatedly questioned and was promised that all services were available at my address. They also offered to give me cell service, and it would only cost me an additional $7 a month. I said for them to sign me up for everything. They repeatedly said all services were available. I was told to not cancel any services until the new ones were installed. A technician arrived on the Tues. after Thanksgiving and installed my telephone and said it was switched over. I asked about my modem for internet, and he said, "Oh, they are usually all ready here; but don't worry, when it arrives it is easy to install."
I waited 3 days and called AT & T . The manager promptly told me, "I'm sorry to tell you this, but internet is not available in your area. You are too far from the signal. We will keep all your other services, but since you are no longer getting all our services, it will cost you 220/month for the 3. I said I will not pay that much as I was only paying $130 to Charter for all those services. The manager said I would have to wait to cancel the phone or Iwill lose my number. Operating a remote office from my home and being without a phone for 2 months waiting for Charted in the past, I agreed. The manager said this was their fault--I should have never been signed up for service not in your area and there will be no charges. I had received my cell phone and canceled my Sprint service. I quickly returned it to the store as I has promised AT & T. I now lost my loyal customer deal through Sprint and no longer had a cell phone. I reordered my Charter services, but they said it would be 3 days before they could get it turned on at the pole. I canceled my DISH network appointment for installation.
So my AT & T service ended on a Thurs. at their discretion, and I am told to not cancel it as I will lose my phone number. It is a Thursday. Charter reinstalls me on a Tues. I get hundreds of dollars of bills from AT & T for my (Cingular) cell phone. Cingular quickly and easily cancels all charges to me. DISH network bills more for services and turn-on charges but quickly and painlessly voids all bills. Then I continue to get a bill for $31.40 from AT & T for 5 days of phone service that I only had because of their selling mistakes. I have spent countless hours on the phone, and now they are taking me to collections. I would like to lodge a complaint against them and let the public know their selling tactics and to beware.
Joan of Palm Beach Gardens FL (03/07/08)
I have been in the communications field for over 20 years. Radio specifically. I was quoted 7.2 cents per minute when inquiring about international calling rates to a certain country. I repeated the quote back to the customer care agent she verified the same rate as 7.2 per minute. I speak clearly as I have been on the radio for years. I then receive a bill charging me for 72 cents a minute plus all these additional charges and taxes that were never mentioned on our original call. The bills should have been $200 at most--but are over $1000. I tried explaining the situation to AT&T, but they do not want to hear what I have to say they only want the money.
No negotiating or working this out. I feel this is FRAUD and misrepresentation and am very disappointed in this huge company that does not seem to care about the customer. It was their wrong doing and should correct the mistake. I have spoken to many people who have said they have been unhappy with ATT customer service.
I have lost my phone service-internet connection and have no means to communicate from my home anymore.
Walter of Stone Mountain GA (03/05/08)
I have been trying to cancel my telephone and DSL service with AT&T since last week, Feb 27, 2008. There is not an option to cancel online, and they leave you on hold when you try by telephone.
They are continuing to bill me for service I am no longer using!
Jessica of San Diego CA (03/03/08)
I had a rep come out to my home 3 weeks ago. My TV kept saying acquiring sattelite signal. The rep came to my home and left me a note that stated: bad cable wire, replaced. My kids turned the TV on, and it was on my Playboy channel! And all of my dvr events had been deleted. I called immediately to complain. For 1 week straight I called everyday requesting a manager call--nothing. Then finally Walter Johnson called me. He apologized up and down, round and round and said his Supervisor, Ms. Reinhart, would be in touch with me immediately. Well, it's 2 weeks later. I have left a dozen voicemails and nothing. I have researched up and down for a Corporate number, some sort of complaint hot-line--nothing. How do they operate a business with no customer service?
I will be contacting a lawyer first thing tomorrow and writing a letter somehow, ATTN RANDALL STEPHENSON CEO, and asking him: Do you know how to run a business?
Ron of Camden AR (02/28/08)
Over the past several months, AT&T conducted an aggressive mass marketing campaign to sign up new DSL customers. The biggest selling point was THIS IS NOT AN INTRODUCTORY PRICE. I, along with thousands of others, bought into this LIE and signed up. Six months later my current bill now states that beginning next month my price is going from $19.99 to $25.00. There is no doubt that AT&T used deceptive advertising and certainly knew that the low prices they advertised as NOT INTRODUCTORY were nothing more than temporary, and, from the very beginning were intended to increase. I have filed a complaint with the FCC and encourage everyone who was suckered by this illegal AT&T scheme to do the same.
Michelle of Orlando FL (02/25/08)
I needed internet service at a home in Orlando. When I phoned Bellsouth I realized it was now AT&T and set up a DSL Ultra Internet Service. When going over the fees the representative never informed me that there would be an additional $5.00 fee (Home Networking) in addition to the monthly fee he quoted me. (It should have run me about $30.00 a month plus tax.) Of course, now it was more like $32.00 plus the $5.00. I only have 1 computer. Ok fine. I tried calling to find out about the fee and stayed on hold for over thirty minutes. I then asked to speak to a manager since the representative could not understand my question regarding the $5.00 fee. She left me on hold for another 30 minutes until I finally hung up the phone.
AT&T is the worst service in the world. You could never get a manager on the phone, and it takes forever to get your rewards from them. I have yet to receive any rewards from the company; and every time I phone in for the $100.00 they promised me, they have no idea what I'm talking about. Initially the sales representative told me they could apply the $100.00 to a bill. The Rewards Department said that they don't have access to billing nor do they have me in their system a month plus later. I'm supposed to do a three-way call between billing and rewards. This is impossible because you can't stay on hold that long. Even the managers have to put you on hold to get anything resolved. (Of course, they haven't resolved anything for me as of yet.) The customer service dept. is horrible. I asked for a bill in my name for the internet, and they couldn't even get that right--they attached it to the owner of the phone. When AT&T took over Cingular, I ran far away and thought I would not have to deal with them again. I am now shopping for a new internet service provider. What was I thinking?
Cheye of Lawndale, CA (02/21/08)
I signed up for ATT/Yahoo DSL service on 8/31/07, with a promised $50 60-day rebate. I called in 90 days (November) and was told to call back in 30 days. I called back in 30 days (December) and my request was escalated to faster payment. I called back in another 30 days (January) and was told by "Specialist" that he did not know what the problem was and to call back in 30 days (February).
When I called in February, I was told the system had a glitch and to call back in three weeks!
Megan of Granbury, TX (02/21/08)
In October I set up a Bundle package with AT&T for all distance home phone, DSL internet, and Satellite TV for $99.98 a month plus tax. I never received all of my rebates, and have never been charged the correct amount on my bill.
I was being charged for dial up internet numbers, even though I had DSL, and could talk to someone on the phone, while online. Then I was being charged for long distance numbers, which were supposed to be included in the package. THEN, I was charged for 2 pay-per-view movies that were supposedly ordered on a day when neither my husband nor I was home. They still want me to pay for one of the movies, that I guess our dog watched while we were with family.
I have had to call every month to try to get the $99.98, plus tax package I was told I would get. When I called on 2/5/08, I was told I was never put on the package plan and it would be $101 to get the three things I wanted. I agreed, but after I paid the $116, that she said I owed, I was sent a letter telling me to pay another $59.98 or I would be disconnected.
On the phone again, I talked with yet another agent, telling me I was never put on contract with any plan, and I owed them money. I cannot believe the service with this company.
Denise of Harper Woods, MI (02/21/08)
I was told that I could get fast internet before I ordered from AT&T. The speed is so slow I can't even open up three windows at a time.
I called to complain, and the response was 'I'm too far away from their central office'. It seems odd to me because my son's friend who resides 5 blocks away in the same small city has AT&T internet that goes a lot faster then ours.
Lori of Massillon OH (02/21/08)
Since last August my pc, which is relatively new, has been barraged with spyware. You name it, we have it!
I talked to At&T because we have our DSL connection through them. When we chose AT&T, we were confident that we would be satisfied with their service. Supposedly, they had Norton for virus protection, no pop ups, etc! We were so wrong in going with this service, and I will proceed with this complaint to the attorney general's office.
Companies are deliberately placing garbage on our pc! My 12-year-old son was literally screaming because while he was trying to finish his homework, hard core porn literally was pasted on the screen, and he couldn't even close the site! That is only one of many sickening pop-ups!
Why should we have to pay a tech to clean up our pc! Every single pop-up will be tracked until we find out exactly what source it is derived from. While they are tracking child predators on the internet, why don't they also nail the scum that are exposing innocent children to pornography. These pop ups and adware cannot and should not be legal.
Connie of Longview TX (02/11/08)
I called to change my cable internet to DSL which AT&T said was available in my area. Based on that information, I switched to their bundle service of DISH satellite, wireless phone, and continued my land line service. So 4 of my services were with AT&T based on the DSL availability. It took 2 weeks to realize that the promised DSL service WAS NOT available in my area. I had to go back to my original services I had before I called AT&T. I had start up costs with AT&T (bundle service charges, shipping costs for equipments, phones, etc., activation fees, and so on). Then I had to pay for new hookups on the services I had originally. I have spent 15 hours on the phone trying to get reimbursement for my costs I incurred based on AT&T's misinformation about DSL service. I get passed around to different departments, or stay on hold for hours at at time, or get disconnected.
If AT&T had been honest and said the DSL service was not available, I would not have changed a thing. It was all based on that erroneous info. I want to be reimbursed for all the expense of changing back and forth. I would love to charge them for all my time spent in frustration trying to get through to someone who could make this right.
Trudy of Eastampton NJ (01/29/08)
I ordered DSL service which arrived in a box with the modem, etc. on 11/5/07. With tech support I was barely able to connect, and the lady told me if I still had trouble to call again. I tried for the next 24 hours repeatedly and couldn't connect and could not get through on their tech support number after waiting for over 45 minutes to an hour. The directions in the box stated that if I wanted to return the DSL service equipment and not be charged for anything including the $200 connection fee, that I had to return the prepaid box with their tracking number with all their stuff put back, within 7 days. I did so on 11/8/07. I assumed that all was well when I got a normal bill with no DSL charges. Wrong. The next bill was with the charges! I was so frustrated that I kept trying to also call them to let them know the issues that I had gone through, but I couldn't get either anyone on the line after waiting long periods of time or kept getting switched around. I was told that I needed to provide the tracking number so I went to the mailing store and got the numbers from their computer records.
On 1/29/08, I called and spoke to Robin, who said that it didn't matter if the service ever worked or not, I still had to pay the $200. I insisted that the service never worked, and I had been unable to use it. He said that I hadn't canceled the service until 1/23/07 when they threatened to disrupt and turn off all my service including my cell phone and home phone! I asked to speak to a supervisor who also said that I was 'supposed' to call and cancel the service! The directions clearly stated that the equipment had to be returned with a week and no charges would be incurred. There was no mention of a phone number to call and 'cancel the service that was never received'. It seems to me that the $200 is being charged regardless, and I also asked and insisted that the call be recorded and I was assured that it was although Robin refused to give me his name and would provide only a confirmation number. I am being forced to pay or I will be shut off within a week, as I made a partial payment last week to avoid being shut off hoping that a letter I sent along with the tracking numbers would incite an investigation, and they would credit my charges. This appears to be a scam to get $200 regardless of no service, poor service, or timely cancellation. What a pity for AT&T who used to have such great customer service.
I am being intimidated into paying for something I did not receive and forced to do so or I will lose my home and cell services. I am a single mother and only wanted the DSL for my daughter to be able to do WEBKINS online.
Margaret of Camden AR (01/28/08)
Starting on August 25, 2008 my problems with AT&T started. I signed up for their bundled services of Dish Network, land-line phone service, and AT&T wireless. I have had AT&T for a long time; I also had DSL for a short period of time but moved and could not get the service. Dish Network charged me for a month and a half of premium movies channels that I did not order and did not refund the charges. I did not know I was being charged until I got the bill. For signing up for the bundled service they told me that I was entitled to a $50 dollar rebate that I never received. They insisted that they sent the check, but they never did. I called in early December, and they told me that they had my address wrong and they would send the $50 check out in 4 to 6 weeks. I never received the check.
I called again today on January 28, 2008, and they said that they would send out a check in 4 to 6 weeks again. Dish Network charged me a whole month's service when I canceled on the first day of that month's service. They refused to prorate despite only haveing the service a half of a day. Dish Network has not sent the boxes so that I can send their equipment back. I had to climb on the roof to remove the eyes on the satellite. I have got three different bills with three different due dates. The first bill wasn't due until February 5, 2008, and they are saying it is overdue. I asked AT&T to send me an itemized bill of my wireless phone calls; they only sent the previous month's calls and not the current month. On that bill it said that we only owed $73.45, and AT&T said we owed over $329 dollars worth of overages without an explanation. I have had to make several phone calls with long excessive waiting periods to talk to unhelpful and rude customer service representatives. They will not cooperate, and I ended all of their services on December 2, 2007, which took five hours. I have always paid my bill. I could use some help with this matter.
This has caused a lot of financial and emotional burden by AT&T.
Jackie of Sacramento CA (01/23/08)
AT&T has not sent me a rebate form, for the rebate they advertised for the $79.99 modem i purchased when I ordered service in September 2007. They are always saying one is in the mail. So far, nothing. Loss of $49.99 plus time spent calling and filing complaints.
Vida of Gadsden AL (01/09/08)
I switched from dial-up service to fast access DSL with att, it worked fine the first 30 days, now it takes forever to get on line, sometimes hours, dial-up worked faster.
E. of San Rafael CA (01/07/08)
I upgraded my AT&T internet service on September 07, 2007. I chose Pro Service at $24.99 a month with a new WIRELESS GATEWAY for $79.99. This advertised upgrade was only available on-line and came with a rebate offer of $49.99, if you chose the High-Speed Modem, or $79.99 if you chose the WIRELESS GATEWAY. I purchased the WIRELESS GATEWAY.
I have placed at least seven (7) calls to both Customer Service and the Rebate Office since October 26, 2007, first trying to get the rebate form, then trying to get the actual rebate sent to me. The dates of my calls are: 10/26/2007, 11/16/2007, 12/4?/2007, 12/8/2007, 12/10/2007, 1/3/2008, 1/7/2008. I finally received a rebate check today, January 7, 2007 - FOUR MONTHS later, for the wrong amount. The check was issued for $49.99 and listed MODEM on the memo. However, I purchased a WIRELESS GATEWAY, and the rebate for a WIRELESS GATEWAY was promised at $79.99. Again, I purchased a WIRELESS GATEWAY, not a High-Speed Modem.
Debra of El Cajon CA (01/04/08)
I ordered telephone and internet service for my son who just moved into a new condo in mid Oct. He wanted a bundled pkg of telephone, internet , and digital television. When I placed the order for telephone and/or internet I spoke with Cybil who asked for my son' credit card number. ( Because he has no credit they needed to charge his card and not bill him) When I was transferred to DISH Network for the digital tv service--DISH Network wanted him to buy the equipment. He could not afford that so I cancelled all services, His phone line was never connected not was his internet, however the modem was sent to his new address. I sent the equipment back to AT&T in Nov of 2007. They have a record of said equipment being returned.
After numerous phone calls to follow up on the refund and hours wasted being transferred to different departments for over a period of 2 months. When ever i speak with anyone I am told they they cannot help me, that thier dept did not charge the card. This has been the story with every dept I've spoken with.
Gary of Mt. Carmel IL (12/27/07)
I was a customer for 4 years with Cingular. Cingular was acquired by AT&T. I signed a new two year contract a few months ago, purchasing new phones. I just received notice that my contract is being canceled because my free roaming is costing the company too much money because the towers in my area are not owned by AT&T. I had accumulated more than 3000 rollover minutes plus the cost of two phones that I cannot use with other carriers. If I had tried to cancel my contract with them, I would have paid dearly. As a consumer should I not have the right to be reimbursed for phone and roll over minutes that I lose when I change carriers? I'm given only 30 days before they cancel my service.
I will be out two recently purchased phones, a grandfather plan that can't be duplicated, and 3000 rollover minutes.
Kathleen of Los Angeles CA (12/21/07)
I had to do a repair with my computer which set everything back to when Windows XP was first installed. (I did not lose my files, but lost all programs, updates etc.) When I tried to reinstall Norton Anti-virus that AT&T says it provides as part of its Internet service, I got a message that it would be unavailable for installation until JANUAUY 15! I have confirmed this with the AT&T technical support. I was told that the Norton for Windows XP was down for maintenance from Dec 18 to January 15. I am submitting this complaint in the hopes of making this lapse of judgment and integrity by AT&T top management, public knowledge, so that they have to do something about this now!
This means that I am unable to have the anti-virus protection that is supposed to be included in my DSL service for the next 3 weeks! AT&T has nothing to offer me. I'm paying for Internet service that it is not safe to use.
Shelia of Frisco TX (12/18/07)
In July, 07, I signed up for the At&t Bundle package which included unlimited long distance/local phone service,internet service and Dish network cable package of 4 televisions w/cable, 200 channels , 8 Hbo channels for 3 months free and 4 rebates. Their complete offer was to be $89.98 a month. This was totally false advertisement; they over charged me, I have never seen any of the rebates that were promised, and At&t ended up not paying Dish network their portion of the monies owed. This caused my cable service to be interrupted. Also, I heard some other people in the area are having the same problem. This is a big scam!
At&t caused my cable service to be interrupted and caused me a lot of grief.
David of Penfield NY (12/17/07)
I've had the same problems as described in your article in 2004. This happened last month and this month with problems with AT&T.
James of Charlotte NC (12/15/07)
I subscribed to BellSouth DSL since 2005 and it worked just fine, at promised speed. Recently, after AT&T took over, I experinced slower speed responses and disconnetion events increase. I used speakeasy speed test, realized that speed had been deduced to about 70% compared to what it used to. I contacted eAnalyst, and they were just dragging the time, I told them it was working just fine only recently starting with problems. They don't seem to care much. I then requested to upgrade my service. Suddenly, everything works fine again. Now, I am paying $5 extra to get what was the same or similar service as I used to have.
The same service cost $5 extra plus tax. I will wait and see if the service down grades again.
Greg of Westminster CO (12/11/07)
I was getting slow response in the evening hours after 5pm. I called them about it and they insisted there was nothing wrong. Then last week I could not make a connection. I called their customer serv |
