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:

Peter of Lake Mary, FL July 2, 2009

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

Sharol of Tustin, CA July 1, 2009

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

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

Firas of Chicago, IL June 30, 2009

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

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

Laura of San Francisco, CA June 26, 2009

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

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

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

sherelene of Lawrenceville, GA June 25, 2009

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

Joe of Morneo Valley, CA June 24, 2009

Bay Area Credit is a collection agency for AT&T U-Verse. They are trying to collect 681.04 for deliverying the AT&T equipment. I have written two letters explaining that I have returned it and also sent them a copy the UPS receipt that it has been delivered on time. They keep sending me letters and telephoning me and harassing me for this collection. I am 78 years Old. I have cancer and this is putting an emotional drain on me. Please Help.

Rosemary of Lawrence, KS June 23, 2009

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

Carlos of Monticello, AR June 22, 2009

Paid Dishnetwork bill for May 2009 twice. I paid AT&T and Dishnetwork. I still have not seen my Dishnetwork account credited by AT&T.

Adnan of Atlanta, GA June 10, 2009

My problem began with ATT consumer sales that promised me 375.00 worth of rebates if I port all my services (Phone, Wireless, Internet and Cable) with ATT. After my order was placed I was informed that the rebate were only 200.00. That was the first lie that ATT sales team did to suck me in.

When my services didn't get installed for 2 weeks, I wanted to cancel my order. Then the cancellation department promised me one month free for my internet, phone, cable and wireless. Guess what, the person verbally informed me so that I keep my order. Nothing was noted on the account. Another lie to keep me in.

After I got my services installed with ATT, I noticed that my Internet was slow for the ATT Fast Access 3.0 and on my speed test it turned out to be lot slower actually between 270 to 300 K Bytes download. Basically my internet that supposed to have 3 Meg of download speed will never go beyond 300 K Byte. My Phone Service always had static. On complaints after complaints, one of ATT Supervisor accused me that I am treating her as a moron and stupid. But she noted that I called her stupid and a moron, on my account, so most of ATT rep after that notification dealt me quiet rudely.

One my internet and phone side, basically ATT Land Line blamed ATT DSL for slow speed and ATT DSL blamed ATT Land Line for static that's causing the Internet to be slow. While I as a customer who needed Internet on a daily basis; was paying at Starbucks for Internet Services.

After 3 1/2 week of miserable services, I decided to cancel my Internet and Phone Services with ATT on May 5th. After a month I got a call at work from ATT collections mentioning that I owed ATT 573.00 for the month that was originally promised me for free. ATT Collection was rude, and quiet threatening that they will ruin my credit by sending me to collection if I don't pay them in 30 days. They threaten me to go call lawyer, if I can because ATT know how to deal with lawsuit. Until June 05, I have not received any bills or notices from ATT about any charges.

During the free month I made couple of International Calls that I was under the impression that they were free because that was the promise that ATT Cancellation Department made to keep me as a customer. Since I cancelled my Phone and Internet services, ATT charged me for everything that they promised me for free. Because of ATT Bundle Rebate Deals now I am in contract with DIRECTV and ATT Wireless for 2-3 years. Also, ATT took away all my rebates since they were tied to my phone service.

Ava of Hutchinson, KS June 10, 2009

Why do I kicked off the internet all the time and have to sign up again all the time for my e mail. It is very irksome.

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