Complain about a product or service

AT&T Broadband

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

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

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

• Installation problems
• Service & repair problems
• Billing issues

Here are a few of the more recent complaints:

Kira of Simpsonville, SC September 4, 2009

When we had our service connected we've asked for phone and DSL services. Our DSL has been fine, but the phone wasn't working, we've asked to keep the same number that we had before and were assured of that. Weeks passed, still cannot use the phone, we've called and were promised that that in a couple more days, but it didn't happened. So i had no choice, but to take the phone service off, which they did.

Next month come May we get a bill for the phone and DSL, so i've called and explained that we only have a DSL service. I got connected to 4 different people, explained to each one the problem, finally i get the promise of everything taking care of in the next statement. June comes alone, the bill wasn't changed, i call again, talk to a few people again, they said that the note has been attached to the account, the manager will call you back in the next 24 hours. The manager newer called me back, so in the next couple days i called back, same story, talk to 3, 4 different people, then manager. Manager promises that everything is going to be taking care off.

July bill comes, and guess what! Nothing have been changed! I just started to cry, it takes about an hour each time, i constantly get put on hold, explain my story over and over, get send all over all the departments, get promises, and nothing happened. I decide to call again, I'm very emotional, it gives me a lot stress and takes a lot of time, i had 4 kids then, the youngest is only 2 months i don't have that kind of time to spend on the phone.

When i called in July, it was the same story again, the operator told me that there were 5 notes on our account already, but she's gonna add another one, she said she was sorry, and didn't know herself why this matter wasn't taking care off, but she assured me(the manager)that she'll take care of it. I explained to her frustrated i was, and please, please take tat charge off, because we don't have to pay for phone if we don't have the service, and how many times do i need to call?

Ahhh, all the empty promises. My bill looked just the same next month, i just didn't have the nerves and time or energy to do it all over again, it seemed to do nothing at all! All they needed to do it's to take the phone charges for the April and May. I decide that i just cannot handle this, i would just pay for DSL, was newer late on my payment. A year has passed, the charge is still there, finally i thought i could handle this again.

I called today, talk to 3 ladies before i'd talked to the manager, all saying that its my fault, that i should have called withing 90 days of charges appearing on my statement, and that there is nothing they can do now! And they cannot pull my payment credit for more than 3 months. Oh! it took me only 1 hour and 15 min of my time, continual explanations, but they don't care! Now where is justice?

I had called withing 90 days, many times, but it had no affect! Now they cannot do anything? If they messed up, why do i have to pay for it? At&t is a big company, but who is working for it? I will complain, and tell everyone! I'm frustrated, and really upset about this whole thing, is it too much to ask? What does that says about the company? Does At&t cares? Do you want to pay for something you newer had? You tell me if I'm wrong for being upset?

Toni of Mountain View, CA September 3, 2009

On August 10, 2009, I ordered AT&T Uverse because I was having a lot of internet connectivity problems with Comcast. I asked friends and coworkers and they told me that AT&T is better. So AT&T was scheduled to install my service initially on August 18, 2009. The technician arrived. After 30 minutes of checking the outside post, he said he can't do the installation because there's a problem with the connection outside on the post that he can't fix. Another type of technician should fix it first then he can install my service. The installation was rescheduled on August 27, 2009. Again, the same technician came and the installation did not happen because the problem has not been fixed. I was starting to doubt AT&T's service. They rescheduled for the third time today, September 3, 2009 between 1pm -3pm. At exactly 11am, my telephone service ceased without knowing why. I only f ound out when a coworker tried to call me couldn't reach me by phone. She emailed me that my phone has been disconnected. I tried to call out but I did not have a dial tone.

I thought that maybe AT&T has started working on installing my service without telling me but knowin they're installing it already is fine with me. But I remember that they only have my home phone therefore they won't b able to contact me prior to coming over which they always do. So using my mobile phone, I called AT&T and after getting bounced around to too many people and waiting to get hold of someone (you have to wait a certain amount of time each time after they transfer you to someone), I finally got hold of an individual who can tell the assigned technician my cell phone number. The same technician that has been to my place twice called and said if I cancelled the Voice IP. And I ask why would I do that? Anyway, he came over after 30 minutes. He went out to the post, came back 30 minutes later and have the same facial expression and I knew it's not going to be installed again. He does not know why I don't have a dial tone so he told me contact Comcast. According to him, they haven't done anything for me. I thought, "Precisely!"

After he left, I called Comcast to check if the problem is on their end. I was told that AT&T took my phone number and got it disconnected. I called AT&T and spoke to a supervisor. I told the supervisor that aside from the multiple failure of AT&T technicans to install my service, they have also caused me so much inconvenience. I work from home and I completely rely on my telephone and internet to do a lot of my work responsibilities. To fail in installing my service three times was too much already and to add that I don't have my landline for how long is just unacceptable. The supervisor cannot even tell me an estimated time on when they can fix my phone line. I don't have their service yet and I'm already frustrated. Not a good way to start and win business of other people. An hour after I taked to the supervisor I got another call that they can't even provide me service because I'm too far away from their main office. So now my Comcast phone is disconnected and AT&T can't give me a phone service when AT&T had Comcast disconnected my phone line. This is really when I can get help from someone who will crack a whip on this company. God forbid if any emergency happens and I don't have a phone. Is this the kind of service AT&T provides?

Pamela of dallas, GA July 20, 2009

In Feb. 2009 my Mother had her at&t phone service cut off because we decided to switch to comcast phone,cable & internet. They sent the final bill and also sent a modem for the internet. Needless to say we mailed the final bill and called to tell them they had sent amodem by mistake. It took 3 weeks for us to make them understand we did not want their modem. Finally after several phone calls a return label was mailed to us to return their modem by Fed Ex.They continued to bill us anyway.

Again after several calls we thought it was finally resolved.Not so, my Mother has recieved a nasty letter from a collection agency for at&t.She recieved this letter the week after she recieved a refund check for1.39 from at&t.This is not exceptable. On numerous occassions they have assured me this would be taken care of. My Mother is 80 yrs. old and still has to work. She has always worked hard to pay her bills and is very upset what this will look like on her credit report.Please help. ThankYou,

Wendy of Pompton Lakes, NJ August 25, 2009

My 87 year old mother lives alone and is hooked up with LIFELINE for age and health issues. Since April her telephone lines have gone dead 3 times...last was yesterday (8/24). The first time I called for repairs (they used the term medical emergency) it took 2 days ... but it didn't matter because my brother was visiting. The second time it was repaired the same day...maybe because the police were the ones to make the initial call. But yesterday they (AT&T) used the term medical emergency to get me quick/immediate service again and told me not to worry. This morning her phone was still out of order. I called AT&T again and they said they wouldn't get out there until Thursday, 8/27 by 8 p.m. That time frame is inexcusable for a "medical emergency." Verizon is responsible/owns the lines. ALL of her problems have been at the line. The first service person said it was the line was very old and thin and he didn't understand why they hadn't been replaced. I have since found out that if you don't have Verizon as a telephone service provider you don't get the good lines. My husband has the same problem with his business line. The Verizon lines go out each time they get wet...rain, heavy dew, snow, etc. Hence he loses his phones, fax, computers...all the source of his income! Verizon needs to replace lines that are old and in disrepair for all consumers! She pays a fee on her phone bill that is for connectivity via Verizon. She is not getting the connectivity!

Holly of Bainbridge, GA August 25, 2009

I own a small Bakery and AT&T is my phone and internet provider. NUMEROUS times my bill comes to me with new services and charges that I've never agreed to. Each time my bill goes from the 200.00 per month zone that my business can tolerate to 300.00 or 400.oo dollars. I have to call AT&T each time and spend sometimes 2 hours out of my busy day trying to figure out what the heck is going on, and trying to negotiate to get the unaurthized charges removed. The people I talk to are very nice and assure me that everything will be taken care of, but that the changes will take a couple of months to be reflected on my bill. I pay the agreed upon amount and 3 separate times they have cut my internet service for nonpayment. Again, I have to call and talk to someone, and then 2 other divisions who have added unarthorized services to my bill. We are talking about wasted HOURS here.

The last time, I was on hold for one of those divisions for 30 minutes and then told to leave a number for a call back. They didn't call me back so I guess I have to call and be put on hold again and try to wrangele with another person. Each time I had my email cut off and it is reinstated, there are problems. Once my internet account was made as though it never existed and it took a week and a half and over 6 different technicians and lots of red tape to get back up and running. This time they've reinstated my internet and I am getting the same 8 eamils over and over and over again. So I guess more of my time will be spent to try to straighten that problem out. I'm so tired of this. I think this is a company policy to increase sales as more and more people turn to cell phones.

I am plagued by people with foreign accents calling me every day from AT&T trying to sell me more expensive options on my phone service. I ALWAYS say no, but often those very services show up on my bill. This is unethical and should be illegal. I'd be interested in joining any class action law suit that addressed this activity. I've only told you a small portion of the extream aggrivation I've had with this poor excuse for a company. I would change my service but my email address is crucial as I have business cards, and many other documents that include this address, as well as repeat customers who use it often and changing that would be a huge step backward in my establishing my 3-year old business. SOMETHING SHOULD BE DONE ABOUT THIS!

Sally of Waynesville, NC August 24, 2009

AT&T upgraded my business internet services without my permission. After correcting the problem, I received approximately one or two calls every day from AT&T from sales reps wanting to upgrade my internet services. I asked repeatedly to be placed on their do not call list. They did not comply and several times their sales reps were rude. I complained to the FCC. Because I was so upset with AT&T, I changed service providers. The final bill from AT&T reflected in error a 7 hour phone call made to a business that was closed.

Vlad of Streamwood , IL August 22, 2009

Starting November 2008 I started receiving USBI charges on my AT&T bill. After investigation I found that USBI is third party billing company for New Century Telecom. After calling New Century Telecom they agreed to credit my account for services I did not request and never used after I talked to manager who can speak English.

I have to say here that I do not have long distance and have very basic phone services with AT&T just to have DSL service with them. After call in December last year AT&T sent me paperwork and they said they blocked my account from any other company access without my permission. UNFORTUNATELY IT WAS NOT TRUE!

SINCE LAST YEAR I HAVE TO CALL AT&T AND THEY ADJUST MY BILL AFTER I RECEIVE DISCONNECTION NOTICE FROM THEM ON THE MONTHLY BASIS! Every time I have AT&T Representative ASSURED ME THAT THIS IS LAST TIME I MAKE about this issue.

In July I had Chris from Chicago calling center and he was very kind and went with me through all steps I do each time. I asked him to record this conversation and recorded it as well. He AGREED with me that this is FRAUD and he said that HE WOULD BLOCK (again!) any third party companies to hook up to my AT&T account. He also said that he would remove all charges from New Century Telecom.

ONE MONTH LATER I call AT&T yesterday (8/21/2009) after receiving RED disconnection notice and bill for 652.88 on which only 45 is AT&T portion. At this time I spoke with Carina from Arizona AT&T customer center. She said I have to call New Company Telecom. I ask to put her manager on the phone, she said her manager name is Jean and will call me in 20 minutes which NEVER HAPPENED!

As an AT&T customer I'm VERY UNSATISFIED, UNHAPPY AND ANGRY CUSTOMER! Maybe someone form ATA&T answer my question "HOW AT&T protects customer's accounts from FRAUD and SCAM?" And maybe someone from AT&T finally calls my number and say: = hey mister, your problem is resolved--you do not have to call us every month!

Keith of Greensboro, GA August 21, 2009

We had internet with AT&T forever. Then there was mixed signals between my wife and I. I thought she was paying the bill, and she thought I was. Long story short we got disconnected. Fine, she pays the bill to get the internet turned back on the day it is shut off. They transfer her to sales. Sales says she has to reset up my internet account and pay a deposit! Ok, whatever, she gets the deposit paid and they transfer her to someone else to get it actually working. After several transfers, she find out there never was an order set to turn on my internet.

Finally, they say they'll expedite an order and have my internet turned on (on a Saturday). She calls back Saturday and still NOTHING. (Keep in mind my wife's a college student and some of her classes are internet classes). By this time, she's frantic. So, because it's Saturday, we now have to wait till MONDAY to get something done. Monday gets here (told I'd have internet by 6 p.m.) and my wife calls promptly at 6 as soon as she walks through the door. Still NOTHING.

So Tuesday she calls back and it's more run around. (Keep in mind each time she's transferred to several people). No one ever knows what's happened with the other rep. At this point my wife's so upset she's cussing and crying over the treatment. In order to avoid this my wife sets up the billing to go off her debit card. Then Wednesday gets here, and FINALLY internet. . . we thought. Come to find out it's not working correctly. Try to get it right and they have to send a technician out here. Somehow our lines got crossed with another person. Got that fixed, internet worked a week and we were back down.

Called AT&T again, my wife spends several more hours on the phone with someone to get it running. The modem is messed up. (She'd already told them she thought this was an issue.) They send another one, internet's running fine. (for now). Then it's time for the bill to run through. Wife puts the exact amount of the bill in her account and then a little extra for her to be able to eat at school. AT&T over bills her card. No body ever told her the first cycle would be a full month and a partial month! This resulted in FOUR NSF charges.

She has spent 4 hours yesterday and 2 hours today on the phone to get this corrected. Yesterday they transferred her several of times, and had to repeat the story several times. No one ever bothers to make notes in the computer, or reads them. Finally, they say they're putting the NSF charges back on her card (refunded) have a nice weekend. She calls her bank the next day to let them know. They're not seeing anything.

So she calls AT&T back and finds out it can take anywhere from 1 week to 2 months to see that money! She's in tears over this with them, as her daughter's birthday party this weekend. She's so stressed, she can't help but cuss and yell and fuss. After 6 hours of repeating the story over and over, who wouldn't be angry? AT&T does not care about it's consumers. This is very evident in the lies and treatment.

Darcie of Kalamazoo, MI August 19, 2009

I signed up for ATT U-verse which is a new "cable" division of their company. The associate came to my leasing office and offered this service for "one month free with a 150 gift card just for signing up!" When I discussed this with the associate, Miss Ingrid Payton, she informed me that, well actually, the first month isn't really free. They bill you the first month, after talking you into a higher package than you originally wanted to do anyway, then the "gift cards" come in "two weeks" in the form of a VISA card. As we are setting this up with the associate, I find out that it's not going to be 2 weeks, it's going to be 4-6 weeks, and that the gift card can't be used to pay for your bill directly because ATT doesn't accept that as payment. THEN As I call to get the rebate process started, they tell me that I can't claim my rebate until I've ALREADY HAD SERVICE for 30 days! At which point, they want me to call and they will send the card out, which will get to me in 4-6 weeks, making the first month's bill not even close to being free.

When I tried to cancel the service, they said that even though I am no contract that I can't cancel the bill and have the bill amount waived until I PAY IT FIRST! Then they deduct it off of my balance owed. Meaning, I pay for it, they keep my money, and might decide to credit me for it later. So now I have signed up for a service that I would not have done without the "Try it for 30 days free - guaranteed!" special that they advertised. They won't give me my gift cards they promised me, they won't allow me to cancel service, and they won't escalate my call to a supervisor. (If any of you think you can help me, I'd really appreciate it. I still have the original contract agreement that I signed when I started this account.)

kelvin of arcadia, CA August 18, 2009

AT&T web site and TV ads promoted High speed internet DSL does not required home phone installation, but when consumer check out, it charge 10 more than with home phone installation.

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