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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:
John of Cornelius, NC October 2, 2008
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 September 27, 2008
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 September 24, 2008
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 September 19, 2008
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 September 16, 2008
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?
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