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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:
Anne of Arroyo Grande, CA September 3, 2008
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 September 2, 2008
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 September 2, 2008
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 August 29, 2008
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 August 29, 2008
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!
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