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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:
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 service. The guy tried some things. Then he said he had to go run some tests on the line and he would call me back. He never called back. Next day Saturday, I called customer service. The guy walked me through some test. Then he went to check on something and came back and said there was an outage in my area. Try again in 4 hours. Next day, Sunday, I called customer service again. Again this guy walked through some things. After about an hour he hung up the phone on me. It was as if all three of these guys just gave up on resolving the issue. I called again on Monday to cancel the service. They are telling me there is a $200 cancellation fee.
It could be $300 loss for a defective service that did not meet customer expectations.
Maria of Miami FL (12/11/07)
I experienced rude customer service, and they refused to disconnect the DSL and phone line on Nov 14, 2007. They keep telling me the service is active as of today 12-11-2007. Presently, we have had Comcast service DSL since 11-14-2007.
AT&T keeps billing me even though we haven't had phone service since 11-14-2007, and they say we keep using the DSL service when we have Comcast service on cable line. They keep harrasing me with letters.
Bonnie of Dingmans Ferry PA (12/02/07)
AT&T was my long distance provider, Verizon was my local. AT&T billed on my Verizon statement. Switched all phone services to my cable company in July 2007, who notified Verizon. I contact Verizon and AT&T in July to confirm that services were stopped; received confirmation from both. In August I still received a bill directly from AT&T. I contacted them, and they said I needed to call Verizon. I again called Verizon and Cable company who confirmed services were stopped. I received another bill due for Sept. I called ATT on 9/4 again requesting all services be stopped verification # 17005554141, confirmation of disconnection S84V0904. I spent over 1 hour on the phone, and while waiting for my confirmation number the representatives tried to sell me services. I again called cable company who stated that all services were disconnected.
I received another bill from AT&T in Oct. which I mailed back with the confirmation number for previous disconnect. I then received another bill with the past due amount from the October bill, and I called ATT and spoke with Bob in customer service who stated that the disconnection from 9/4 was never processed the account was just credited. He assured me that it was processed now, the amount was credited and I would no longer receive any more bills. This was confirmed by his manager Sam. I received another bill due Dec. I have asked them in all previous calls how to get them to get this cleared up and stop sending bills.
I have complete frustration and aggravation, I don't want to spend time every month on the phone trying to stop services I never requested. I have a disc problems in my neck aggravated by tension and by spending long amounts of time on the phone.
James of Fridley MN (11/28/07)
On 10-1-07 I attempted to pay my bill on-line using AT&T's web site. I was trying to pay $103.30. I put all my information into the system and clicked the final pay button. I then received an error message stating "Unable to process at this time, please try again later". I tried again and received the same message. I never received any confirmation number like I usually do. A few days later I checked my bank account and found that the payment did indeed go through after all. I called the customer service number and spoke with a supervisor named Monty Conner, who informed me that this was an error on AT&T's web site, and the payment never should have gone through.
As a result of that payment going through, my bank account went into a negative balance. I received 10 overdraft charges of $35.00 each and a negative balance charge of $7.00, for a grand total of $357.00. I am also attempting to purchase a house, and the negative overdraft charges and balances are an automatic disqualification.
Shaun of Arroyo Grande CA (11/27/07)
AT&T is just a nightmare. Please do something! I have been caught up in this account conversion nightmare because some fools failed to protect the public from a merger that was clearly bad for consumers. I normally have a $40 bill; they converted my account and sent me a $180 bill! Apparently when I called to report trouble with my service they used it as an opportunity to trick me into an up-sell. Has got to be the lowest thing a company can do to their customers. I did not agree to this. The order # is even bogus:#66666666. What kind of an order # is that?
I've lost hours on the phone to customer service--and over-charged by over $100.
Mary of Prattville AL (11/26/07)
My entire Internet and Phone service with AT&T has been disconnected. Regions bank is trying to credit the $130.00 back to my account, although it might take 30 days. Thank you for publishing my complaint on your website. Hopefully it will help others who have issues with AT&T. I have contacted MCI, and I will have service by the weekend at a cheaper rate: $49.99 compared to AT&T's $89.99.
David of Brawley CA (11/23/07)
When we signed up with AT&T we were told we would receive $50 cash rebate and $79.99 rebate if we bought a wireless router. We never got either rebates but we found out today that the $50 rebate expired and no one has information us about the $79.99 owed to us.
$130.00 in rebates promised yet never received.
Denise of Covington GA (11/19/07)
On 9/21/07, I bundled my AT&T services with Mr. Scott and was told that it would cost $99.00 + tax. Included would be direct TV service that he signed me up for. He said, your receivers are free, and you get DVR's free. The total bill for the last two months amounts to about $160.00--not $99.00. I have attempted several times to contact supervisors at the 1-888 numbers, the Executive office in Atlanta, and no one calls me back. I have gotten no assistance what so ever. My issue is that I was lied to about the service and led to believe it was a low price when it's really not. I am paying more now than before I bundled my service.
Brian of Joplin MO (11/04/07)
I got their internet equipment with the promise of a $50 cash rebate. It has been over 6 months now. When I call all I get is the runaround. It is a classical case of big corperations taking advantage of the consumer, and what's a guy like me going to do about it?
Michael of San Francisco, CA (10/16/07)
I signed up for internet service through AT&T/SBC/Yahoo. There was a postcard that needed to be mailed, with proof of purchase, to receive the equipment rebate. The rebate stated that in 8 to 10 weeks, I would receive my rebate.
I waited the requisite time and called a week later. This has been going on since November of 2006. I have spoken to five separate people inquiring about the rebate and every time I get the run around. They acknowledge receipt of the postcard but state the Finance Dept. will take an additional 8 to 10 weeks to review the status and decide whether a check will be issued.
It appears that a third party handles the rebate related functions. It is obvious that this corporation counts on its customers giving up, or even just forgetting about their rebate.
Gina of Brooklyn NY (06/19/07)
They cancelled my DSL service without my knowledge or consent because I switched my long distance carrier to Verizon. My new Internet Service Provider can't install my service because At&t is not fully disconnected. This has caused me not to be able to work from home for 3 weeks and it has caused me to lose money.
Boyce of Benton, AR (06/10/07)
My phone and internet go out 4 to 12 times a month. I have been trying to resolve this issue for over a year. The techs tell me there is a bad cable 2 blocks away that needs to be buried. I have been told this cable will be buried on 7 different occasions, but this has not been done.
I am an on-line poker player and one night I had a full house (AAAKK) with $8000 in the pot . My DSL goes out and I lost the hand because I was disconnected!!!
Colleen of Saratoga WY (03/21/07)
I had AT&T services for local, long distance and internet for more than a year at the same number. We planned on moving from TN to WY in the middle of Dec. 06. I called the AT&T customer service number on my bill on Dec 13th to cancel my services on the 15th. I gave them a forwarding address and thought everything was taken care of. On March 7th, I received a FINAL NOTICE BILL, forwarded from my old address saying I had an outstanding balance of 37 dollars.
I called the number on the bill and was told my outstanding balance was actually 53 dollars for internet service from Dec to March. I told the rep that my services had been cancelled in Dec., so she told me I had to contact the internet dept. I was transferred to them and was told because I hadn't called their dept in December and cancelled when I cancelled my other services; I was still being billed by them for internet.
My issue is that NO WHERE on the bill does it say I have to call a different dept. When I cancelled the other services I was never told to call a different dept. I managed to get my long distance, local and international calling all shut off with one call. When I ask the reps how one would know to call this mystery dept to cancel if no one tells them, I was told people just know. Meanwhile I am treated like a low life that just refuses to pay and have been reported to a credit bureau. They refuse to let me speak to a supervisor and tell me there is no billing dispute dept at AT&T.
Keith of Palmdale CA (03/14/07)
When I signed up with AT&T for internet service they told me if I moved into an area not serviced by AT&T there would be no disconnect fee. We are moving to an area with no service and they still want to charge me $90.00.
Melbourne of Dallas TX (03/12/07)
I subscribed to the AT&T Yahoo High Speed Internet service recently, and was sent their installation kit. With the exception of the wall mount filter, the kit was installed and operated acceptably. However, I cannot use my wall-mounted phone when I'm on the internet because the wall-mount filter supplied with the kit does not physically fit my Southwestern Bell Telephone.
I have called AT&T support services for assistance resolving this problem. Emerick stated he was going to call me right back but never did. Dennis said he would send a new kit, but never did! Jeff sent a "DSL Inline 2 Line Filter with giveback", which is NOT a wall-mount filter! I explained the previous contacts, the problem, gave Sam the case number, then Sam put me on hold for 10+ minutes until Robin answered ... and she had no idea what my problem was ... and I was starting the process all over again.
She referred me to Tech support -- and I was passed off to Cindy… and had to start the whole process over again ... and was put on hold again! I called back and got Ann (Case #137126080) and she promised to call me back within 15 to 20 minutes ... and also stated that if she didn't, the Order Department would give me a call back ... but Ann didn't know when that would occur (i.e.: an hour, a day, a month, etc). To say the least, this is NOT "CUSTOMER SERVICE".
Vincent of Rosemead CA (03/02/07)
I called in for my renew DSL service and the customer service told me is $19.99 per month with no contract. Today 03/02/2007 my statement is show $26.69. I call in for my DSL billing service and the customer told me she not sure she can credit back to me so I required to talk with supervisor and she put me on hold for more than 20 minutes.
Misti of Pasadena CA (01/29/07)
I made a payment online for AT&T services which is supposed to be a bundled service. They also provide a satellite service under the Dish network, which I also signed up for. I was told I would receive one bill. I actually received 2 bills with the same company name, and two different addresses.
I sent the payment via Wells Fargo online 22 days ago. The account shows the check was cashed, but neither the AT&T satellite services nor the phone/Internet services say they received it and are threatening to cut my service off. They even say they have nothing to do with one another! Where is the 218.94 that was cashed? I can't get any answers and there are 4 separate phone numbers to call to get this sorted out. Each number says to call the other.
I absolutely abhor AT&T. I only have the service because the building forces us to use Dish, and they have a deal with AT&T. I just want out of this quagmire!
Jennifer of Saginaw TX (01/28/07)
We have had DSL since 2000 when it was SBC. 6-7 months ago our old modem crashed, I called and ordered a new one. I have noticed that it runs slower than it used to but never thought anything about it. Until yesterday January 2006, when it too died. I called AT&T and was told "Well there is a problem. We no longer service your area for DSL as you are 1400 feet too far from our lines and we can no longer push it through. We have people who still use the DSL but if you cancel or it gets disconnected or you call and complain we let you know about this at that time."
I asked for a supervisor and in the process I began gathering our bills for the last year and became outraged. Not only have we been charged $29.99 for DSL service we have been charged $9.99 per month for dial up service.
The "supervisor" finally came on and told me the same story. I asked him if they had sent notice to the customers in this area and he told me "well that would be over 14,000 customers and again lady unless there is an issue or something like they cancel and try to come back then we let them know.“ I have filed a complaint with TX PUC.
Gerald of Dayton OH (12/17/06)
My modem broke in Sept, 2006 while on a 1-year warranty replacement period. I returned the broken modem after getting a new one via UPS. Billing cycle was normal for Sept. and Oct., but the November statement had a 132.00 charge for a modem. Because two months had passed, I had tossed the tracking number since I thought the package got there.
I went to UPS and they said that AT&T should have the tracking number in their files because all companies using UPS get tracking numbers for postage paid stickers. I called AT&T again, got a manager and she told me AT&T did not keep tracking numbers because they are generated randomly. I asked then how do they track packages, and she said it was my responsibility. I told her since I didn't receive notice for two and a half months; I didn't think to keep the tracking number. Likewise, I asked why I would keep a broken modem. She said it was my responsibility to go to UPS and find out what happened to package. She added nothing can be done; I am responsible for modem cost.
Jennifer of Elk City OK (12/12/06)
I ordered AT&T DSL for my home on 11/27/06. I received my modem and self installation kit on 12/01/06, however I ran into several error messages. I called the help desk and was informed that my DSL service was not working because my "old phone lines" were not ready for the DSL signal, and they were going to have to send out a technician to fix the problem.
Then they said a technician had already come to my house but was unable to ready the line because of my fence and/or dog. I informed them that I don't have a fence OR a DOG! Then I was told that a technician came out and was able to access my phone box, but was unable to complete the task. At this point, my husband goes outside, where there is 5 inches of fresh snow and tells me that no one has been to or near our phone box at all. Then they tell me that the soonest they will be able to send a technician out is December 7th.
Two days before the scheduled technician visit I made THREE confirmation phone calls to verify that yes, a tech would be out at my house. I was told THREE times, by THREE different AT&T employees that the tech would be here. My husband was home all day on the date of December 7th, and no technician ever came by. We called AT&T and was informed that no one actually scheduled the TECHNICIAN VISIT! Now the soonest they would be able to send a technician out would be December 13th. Now I might have to miss work to stay at home for a tech visit that should have been finished weeks ago, and I still have no DSL service.
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