AT&T Internet Reviews

My story. They sold us on "upgrading" to U-verse Internet. We said no to U-Verse TV because we had DirecTV and have nothing but positive experiences with them. Pricing is not an issue for us, quality of service is and AT&T fails miserably. I switch to Comcast Internet service next Wednesday and they are terrible in my area. Comcast is bloody awful but AT&T is worse. My house is wired for ethernet. We use Wifi strictly for internet access via our iPhones and iPads. We also have a couple of iMacs, a Macbook Pro, and several Blu Ray players, DirecTV boxes, Apple TV, etc. hooked up to the ethernet network.

Wifi has been a nightmare from the beginning. AT&T insists that you use their router, various Gateways. We've had at least four fail. They're junk. They put in a new one last week, again. I also own several Airport Extreme base stations that should give me rock solid connections via Wifi throughout my house. Uh uh. Forget the AT&T router's wifi, it has a range of about 10', literally. The service is unreliable in that it tends to go haywire every 2-3 months. For no reason, suddenly the green lights start flashing and the network goes down.

The root of the problem has been getting Back to My Mac to work on U-verse. Back to My Mac is a feature Apple offers that allows you to store documents on iCloud that can be modified on one computer and then is supposedly pushed to your iPhone, iPad, etc. Everything stays in sync. Change the time of an appointment on your iPad and it shows up automatically on your iMac, etc. in theory. Then comes AT&T. After months of investigation, countless hours spent resetting the AT&T Gateway, fiddling with my network settings, reading help forums, it comes down to this... to get Back to My Mac to work properly requires activating Universal Plug and Play or NAT-PMP protocol.

With the AT&T router's having limited range, my thought was, "No problem, I'll just create an Airport network and use that for wifi.” Uh uh. It crashed the system. I tried hooking it all up via ethernet, supposedly to give the base stations a rock solid connection to one another. Nope. Doing that crashed the entire network. The Gateway is a jealous and incapable mistress. So, I called Tech support. "That's beyond our responsibilities. You need to sign up with AT&T Tech support. $15 a month for a year, minimum.” Okay, I'll bite the bullet and do that, said the mark. I got two guys in India or someplace who didn't know squat. They wanted to control my computer via remote control. They crashed everything even worse. It took a week to put my home network back together.

Well, okay, I have a lot of stuff. I made a sheet with photos of all my boxes along with connecting lines to show how everything works. I tripped up to the local AT&T store to talk to them about it. The manager gave it to her tech person. He called a few people and then announced, "This is beyond us. You know more about networking than we do." That was a scary statement to hear.

More frustration, resets, no Back to My Mac followed. One day this AT&T salesman showed up at my front door. They put the full court press on you to sign up for U-verse TV and it never stops. We get blitzed with e-mails, direct mail, phone calls, flyers and earnest young people in polo shirts telling you how great U-verse is and how you really need to sign up for it. I unloaded on this kid because U-verse was acting up again to the point that after he left, my wife told me I had been a little hard on him. So, I tracked him down, apologized, and he said he'd like to help with the wifi problem. So, I explained everything and he said he'd call Tech Service to get someone out. He got India. The moron on the other told him that I needed to unplug and restart everything or they'd charge me $150 for a tech to come out. The salesman was almost screaming at her that he worked for AT&T, that he had looked at it, that we had done everything she was asking us to do 10 times already and that they needed to schedule a techie appointment. She refused to budge.

I made another trip to the AT&T store and they called it in and got an appointment for free. The kid comes. Nice kid, but he didn't know spit about anything other than how to install a new modem. He did that, they always do and it still didn't work. He said he was going to call their high level tech support. I replied that he was wasting his time and that I'd be back in an hour. He got India. Same frustrations. When I came back he was yelling into the phone ready to pull his hair out. He finally left me to my own devices once again.

Basically on my own, I finally got everything to work reasonably well. Another few months passed and U-verse went nuts again. By now, I had learned how to interface with their modem on the configuration website. Only, this time they had changed it all around. They took away options, made it less capable. I was no longer able to work with the modem as in the past to keep the mess marginally cobbled together. Now, my wife can't stream Netflix to her iPad. We didn't change a thing it just happens. I could stream Netflix sitting right next to her staring at an Airport Express not 10' away. Don't ask me why, U-verse just does stuff like that for no logical reason.

I finally gave up and interacted with Tech support via a chat box. I told the guy that I wanted to push a pinhole through the firewall so that Back to My Mac would work and to stabilize the whole thing again so that I wasn't constantly restarting their modem. He said he'd be glad to help if I coughed up another $50 for extra tech support. That did it. I called a geek company to come over and see if they could get it work. After two hours, a nice guy named Chris, sweat pouring off his brow following frustration after frustration, said he couldn't fix it. "This DSL (and U-verse is nothing more than the old DSL on steroids) is terrible. They won't allow you to do what you need to do. I suggest you call Comcast and go with them." (AT&T are the only high speed broadband services available in my area that are faster than turtles). "But Comcast is awful!" "Yep, but anything is better than this."

After the geek left, my wife's client email stopped working for no reason. "Incorrect password," that kind of stuff. She had not changed any settings. She asked me to fix it and I said I simply couldn't. I had had enough and couldn't do it anymore. I tried AT&T support via chat, usually they can reset your email, but this time the answer was no. Beyond her capabilities. “Yeah? Then why are you talking to me claiming to be Tech Support.”

So, Wednesday afternoon I become a Comcast Internet customer. As the man said, anything is better than AT&T U-verse. Anything. Oh, and people who say that AT&T loves to inch up your bill while blaming it on the government. They're right. That's exactly what they do. If they give you a "discount," you can expect that to go away real quick. Their favorite tactic in my city is to come up with vague new charges that they blame on government regulations. Uh uh. It's them being greedy. That they excel at.

If you expect any help from customer service for anything you aren't going to get it. With U-verse you're on your own and they mess with you and your broadband service from the day you go online with them. My experience has been it's never stable and they don't know anything about how to run their own broadband service. They should have stuck to telephones.

When I call CS, after going thru the myriad of computerized questions and confirmations and finally speaking with an actual human being, I'm told that they have diagnosed the problem as a hard wire problem. How do they know this, and why didn't they pass this on to the guy who came out the first time? All told, the service, connectivity, and reliability of U-Verse is by far the worst I have ever had to deal with. I would never recommend this service to anybody, not even my worst enemy (why upset him even more?). Here we are in the 21st century, and in my opinion this service is easily 30 years behind the rest. Oh yeah, here's a stroke of genius: whenever the signal is dropped, for both TV and internet, the message that pops up on the TV screen, line #5, invites one visit their website for more assistance.

I have been a customer of AT&T all of my life, but for the very first time, I am thinking of going to a new company since I have had and continue to have repeated problems with Uverse, which I was forced to take when I moved 10 months ago, because AT&T claimed they did not have DSL in my area, although I only moved 1.3 miles away from my former address! I know that there is DSL in my area because some neighbors have it. The first thing they did was separate my mobile phone from my entire package, and now I am paying double for a mobile phone and the landline/Internet/television service. I no sooner pay a bill for one when I get a bill for the other! I am a senior citizen and that is difficult for me to do.

When I was on the phone with them today, I spoke to an understanding individual at Uverse Consumers who took down a report and send it to the various departments which should have been able to handle everything. I was told that my cell phone should not have been disconnected from my original DSL package when I switched to Uverse and that I would be sent to the combined billing department to work it out. When I was transferred to combined billing, I got an individual who was not with the combined billing department who tried to fix the problem on her end, but did not know how to do the operation. I was then transferred elsewhere, and then again elsewhere. Finally, after seven times of having to explain the situation over and over again, to various departments and to various people, I gave up in frustration and will attempt to get it straightened out again on another day. I was on the phone for about an hour and a half and getting nowhere as I often do most times when I have had to contact AT&T over one problem or another.

I am on the phone with AT&T Customer Service almost every 1-2 weeks over some issue or another. If it's not the phone service, it's the television service or the Internet. Once, the television service dropped several of my channels. I had to call AT&T, was connected to someone in Indonesia, they had to do a diagnostic check, and it took almost an hour of wasted time before everything was restored. What happened to the good old days when all we had to do was turn on a television, get the program we wanted, and it was FREE!!! My incoming emails are not able to be picked up on my cell phone in a timely manner. Sometimes I get a few incoming emails that were sent at an earlier time, as much as a day before, but which do not reach my box until later.

None of this happened while I had DSL. As a last resort, it was recommended that I talk to the AT&T Retention Department, which is the department where complaints can be looked into before a customer dumps AT&T. When I asked a representative to connect me to the Retention Department, he didn't know where to find it. I got AT&T's automated directory for other services. I asked a representative for the address of my local corporate business office and he gave me the address of a store. When I asked for a local AT&T business office, so that I could go in and discuss it all personally rather than waste so much time on the phone, he gave me the address of AT&T in Dallas, Texas. I live in Los Angeles and that representative knew where I lived. I looked up the appropriate information on the Internet, since that AT&T representative could not get me the exact information.

I think it is terrible that this is happening. AT&T used to be such a good company; now I am having to waste an hour or so every week or two (including trying to get to the right department through their automated system). And I am being charged more because they broke my mobile phone away from my package, which I was told would not happen, and which I was told should not have happened. I was forced to switch to Uverse because they erroneously told me that it was not in my area, which it is. That in itself is extremely fraudulent. I was told today that they are trying to reconnect my mobile service back to my original DSL package, but no one seems to know how to do it!! I have to go through all the frustrating rigamarole again on another day since it is now Friday afternoon and most offices are closed.

I really don't know what happened to this company which was once so efficient, but I have to say this: I have found that when I have spoken to various people in departments offshore, I have not gotten straight and honest answers. Again, this is not everyone in offshore departments. Some are very nice and helpful. Several times, I had been lied to when I asked to be switched to a representative in the United States, which they are required to do. Once, I spoke to a representative in Thailand, and after not being able to understand her, I asked to please be connected to a representative in the United States. She then told me that she was in the United States. I reminded her that she told me she was in Thailand. So I asked her again where she was located. She hesitated a moment and said "Salt Lake City. " Knowing this was not the truth, I hung up and called AT&T again. This in itself is very frustrating and besides, I really think it is best to get the American jobs back here in the United States!

For those who do not know, if a customer inquires where a representative is located, they are required to honestly tell you. If you ask to be connected to a representative in the United States, they are required to transfer you. I was told this just today by a U.S. AT&T Representative when it happened again.

The best advice I can offer anyone who has complaints with AT&T Uverse is to talk to someone at Uverse Consumer Department. This site prevents the use of phone numbers, but just ask for Uverse Consumers and hopefully, you may hit the jackpot of being connected to the right place. The people at Uverse Consumers appear to be as understanding of our continued frustrations as possible. What you get when you are transferred to other departments is anyone's guess. Personally, I just want to go back to DSL, or else, I shall have to seriously consider dropping AT&T after a lifetime of being a faithful customer.

I talked to the AT&T technician who installed U-Verse and he said he "re-set the modem" and that was all he was responsible for. He said he would have his manager call me. In the meantime, I called the "800" number for AT&T. I talked for over an hour with Pam (who was terrific) from Customer Service. During our conversation I asked who is responsible for providing the Static IP Address that goes with AT&T's Internet service and she said they were. The technician should have re-set it when he installed the upgraded service. He did not.

Pam offered to try to fix the IP situation (one that I identified...) remotely, but I explained that I work remotely myself and that my staff would not be able to help. Only then did she offer to send out another technician to fix the problem that AT&T caused. In sum, my business is down; I am paying for staff that cannot do their jobs; I cannot take or change reservations and I cannot process payments today - all due to AT&T. My manager called me.

I called them on 5/1/14 to check on that account and they said that they never got the modem and that my balance was $106. I gave the customer service representative the tracking number and he checked in the system and found out that they already had received the modem, but it was not credited to the account that was closed. So then he said that I would have $0 balance when he put the info in the system. Today 5/3/14 I called to make sure everything was ok and to my surprise they sent that account to collection stating that I owed them $106 for the modem that was not returned from the closed account. I tried talking to a supervisor but she was not helping me at all. I would never recommend to anyone U-verse service as long as there is such an awful customer service. They are not organized at all, and they do not care about customers.

I made it abundantly clear with the rep who took the initial order, that the phone would NOT go to the VOIP Uverse phone service. Now there's a phone guy out there today, wandering around on a Saturday trying to figure what to do to undo the mess the Uverse guy made!!!! !

All the while, our business has no phone service.

These people are absolutely worthless at every level. I hate Comcast as well, and those two are the only choice here where we live. Comcast is down more than they're up.

This country is falling in disrepair and it's because of companies like AT&T and Comcast and other companies with inept and untrained people, who truly have no pride in themselves or the work they do. This goes all the way to the greedy dirtbags at the top, who are the epitomy of greedy and worthless.

Guess what? The repairman arrived at my house at 12:30 after my husband called At&t to complain. He went and checked the connection and told me that he could not repair my internet and TV service because he didn't have a router. He left and came back 30 min later and fix my internet... Finally, I went 5 days without internet, TV and phone service. I have to say that At&t personnel were very polite and respectful, but unfortunately the service provided by the company they work for is awful. Worse internet and TV service I ever had.

Now this month my bill spiked again to 172.00 for a month. This time when I confronted ATT they told me several different stories. One rep told me it was an increase they had to charge to stay competitive. I told him how can they increase pricing and not notify their customers of this, and how can that be if I signed a 2yr contract. No one can give me answer to this. So I compared my bill from last April (2013) to this April (2014) and noticed that all the base rates have increased. Last April My bill was 129.00 with an charge for uverse of 89.00. This April the entire bill is 172.00 with a base rate of 93.00 for uverse. Not to mention all the other base rates that have increased. I kept calling back and asking for a straight answer as to why these rates can increase without notification. I was then told it was taxes that have increased not rates (I have the proof in the bills). I also noticed that they took off my promotional rate again for my phone service, and now they claim my phone service was only for 1yr.

I have had it with this company. I am now paying more for ATT than the company I dropped for them in the first place. Their customer service is terrible and they take advantage of their customers. Other companies may have high rates, but at least they charge what they say they are going to charge EVERY MONTH! It has come to the point that I can no longer afford this service and am now stuck for another yr in this contract. I'm afraid at home much I am going to end up paying every month before it is all said and done. I feel ATT is a rip-off and they lie to their customers. If they wanted to stay competitive, why raise the rates. They will not allow me to get out of this contract unless I pay them 180.00 plus my current bill. I have had enough and would not recommend this company to anyone. The Services are great but you pay a high price for them that just isn't worth all the hassle and aggravation.

April 1, received bill from ATT charging me $162.38 (including tax) for purported unreturned equipment. On April 2, spoke to CSR who told me a credit would be issued immediately. On April 9, noticed that ATT charged my credit card. On April 10th, called ATT and was told by the seventh person I spoke to (after being hung up on by a supposed supervisor) that the matter would be expedited (whatever that means). Last time I ever use these incompetent crooks.

Apparently, John upgraded me the Latino200 package. When I received my first bill it was nearly $120. I called. I was told there were some mistakes a credit was put through and I paid $85 but I was told that my future bills would be $120. I asked about the $70 commitment. I was told with the two channels I wanted I needed a U200 package and that costs more. We went around, around and I told that they see the case I referred to with John but there was no indication that he agreed to the price. I suggested they listen to their recording. Bottom line I was told I did not need the Latino200 package. I could save some money with the U200 package but the best they could do was $93/month. I was given an ultimatum and told my alternative was to cancel the TV and keep the internet which I did. They shut off the system within seconds.

I walked outside to cool down and there was an AT&T truck there and spoke with the technician who gave a number to call. About an hour later I called was given the $93 pitch and accepted it and the service was turned back on minus the promotion I had for free HBO for 90 days. I just received my next bill it was for $150. I called I was given the run around and finally spoke to someone who claimed to be from the management team. I was told the package I had was $131/month. She denied anyone told me it would be $93. I asked her to listen to their recording..."We can't do that." Why not? answer: "they are for training purposes only." I asked her if it made sense that I would call about a $120/month bill downgrade my service and accept $131/month charge. She had no answer. I asked her contact John, the original rep, she said since I had canceled my account they don't care about any commitments made prior and they will not be reviewed. She also gave me a similar ultimatum. I asked her to contact the woman that turned my service back on who made the $93 commitment...She will try and contact her via email.

This person now gave a price of $115/month. I said I need to think about it. A short while later she surprisingly called me to tell me she could give me an additional $15/month and it would be $100 and she could save my $200 promotion card. Apparently trying to get what I was promised was not only going to cost me the HBO promotion but the $200 gift card. I said let me think about it.

AT&T's business practices are, to say the least, deplorable and at the edge of corrupt. They expect me to pay an additional $180/yr to maintain the DSL service that I am already billed for? My internet service has never reached the 3mb they advertise; at best it's been 2.6. Recently it dropped another 15% to 2.2mb. Come on AT&T, quit nickel and diming your customers. In reality, it's more like $10 and $50.

My issue is that this has been an ongoing problem for me but they can't seem to figure out why. I was told to just wait & see if & when it comes back up. So I asked to speak with a supervisor (who I honestly believe was the same rep that I had been speaking with) so he ("the supervisor") gets on the phone & acts like he can't hear me. Their service is horrible and so is their customer service.

At the present time, there have been 7 trips made to my house in an attempt to get the service working properly - 7 in 2 1/2 months! The first modem they sent me died after 2 weeks. They replaced it with a newer model and then replaced that one a few weeks later with an even newer model, in hopes it would help the situation. To date nothing has worked. My service is still erratic. Sometimes stuff loads just fine, but at other times I get the slow down and constant buffering. It's exactly what I had with DSL at half the speed.

The speed tests indicate I am getting at least as many mbps as I'm supposed to and all the tests the technicians have run indicate the system is working fine, but I'm still getting less than adequate results. As for the $100 refund I was supposed to get, when it hadn't arrived after two months, I inquired about it and was told it hadn't even been processed. Guess they were hoping I'd forget about it. It is supposed to be on the way now, but it will take another two months to get here, if then. Bottom line, folks, U-verse stinks. I wouldn't recommend it to anyone. The only reason I gave it as much as two stars is because the company did seem to make an effort to resolve the problem, and the technicians they sent out seemed to be caring and knowledgeable. But even the best technicians can't fix a system that just doesn't work.

At that point after Diana advising at least 6 times what the rate would be 145 we switched over. She ordered the cell phones and advised that until we signed the contracts and sent them back that this promotion would be valid and we would receive the phones along with pass code that would come separate from the phones. After going to activate the phones the AT&T store now communicates that the rate is going to be 220.00 per month and after to speaking to your store rep in Troy: Austin, Roger, Ashley ** (AT&T Mobility), Renee (Customer Retention) Dayton, OH as well as her communicating with her lead they are not standing by the quoted amount that was provided by the AT&T rep.

For some reason, AT&T had my previous address and couldn't come the 31st, but two technicians did come on April 1 to the new address. The technicians worked for three hours and stated they were unable to install what was needed to get Internet or phone service, and someone from AT&T would be in contact with me to discuss the situation later in the day. No one called, so I called April 2, 2014 and talked with a Representative and was told the engineer in the Technical Department stated AT&T could not provide service. That was it.

I have no phone service and lost the phone number I wanted to keep. I am without Internet and phone service and need to make arrangement with another provider, which most likely will take up to two weeks. I care for a sick, elderly person and need phone service. Not one person was sympathetic to my situation or offered apologies to the predicament I am in. I understand "AT&T" is unable to offer apologies but it seems as if someone that represents the company would had cared enough to call.

I signed a one year contract that locked in the prices which were very low. I was paying $113.00 a month. Now that the year is up, the bill jumped to $183.00. I called to see if they had any other promotions to bring the price down and they said no. However, they could offer me lots more channels for the same price. I turned them down and promptly called Time Warner to see what they had to offer.

Today they didn't show when they said they would and now they have me set up again for Wed the 2nd of April and of course that one won’t happen either. I’m at the point where I’m physically doing a whole lot of damage to myself because I cannot sit there and take it anymore. My account number is **. It won’t do any good to keep doing this as its just making me worse and worse. I don’t know how others around there get theirs. First time it was what they ordered for me... That’s another thing. They want to give me what they want me to have and not what I am ordering.

I contacted technical support and they told me that the technician was cancelled, 2 times, and that I should contact billing. I did so and was told that they would have my service up. They did not. At this point I got fed up. I called billing and sales back on the next business day and asked for a partial refund of my internet services since I had paid for a month of service but received only 10 days. They tried to talk me into setting up new services and refused to refund me for the remainder of the month. They offered to credit my account instead. I filed a complaint with the BBB and am awaiting results from them.

What these companies are allowed to do to consumers is OUTRAGEOUS! The only way they can be allowed their egregious misconduct is by oiling the hands of the enforcers! Internet is not a lifestyle; it is a life necessity!! For that reason those internet providers are left to treat people, that pay them, like dirt. IF EVERYBODY TURNED OFF THEIR SERVICE FOR 1 MONTH, I BET THEY WOULD TREAT CUSTOMERS RIGHT. THAT'S MY OPINION.

This month I again received a bill for $175+. I again took it in for review, and the rep argued that the amount was due to "surcharges and fees imposed by the government and he couldn't do anything about that". After showing him the original contract, he wouldn't agree. Asking for the manager, John, I again reiterated what I agreed to and what I received and he argued and belittled me "you're splitting hairs (when I asked why "taxes" were specified as were other charges), surcharges and taxes are the same thing. If you have a problem, go talk to the government." This is very disappointing as additional charges were never addressed at my initial sign up, and when I brought up the discrepancy the previous month, I was given a different answer. Unless I can get a satisfactory response from online customer support, I will be canceling all AT&T services (I also have mobile with them).

On 03/13/2014, I called AT&T about this problem, as well as several others (e.g. billed for movies that were supposed to be free), because they need to adjust the billing error. I spoke to a woman named Latrina, and she stated that AT&T increased their prices during this billing cycle. I explained to her that regardless of AT&T's price increase that my contract was negotiated through 06/14; therefore, AT&T should not have increased my bill until 06/14. But Latrina refused to adjust my bill, and she left me on hold for almost 10 minutes due to computer issues, so I hung up.

Since I have experienced billing and technical problems with AT&T in the past, I just decided to file reports with the following agencies: 1) the BBB of Dallas (dallas.bbb.org); 2) the FCC (fcc.gov); 3) the Attorney General of Texas (texasattorneygeneral.gov); and 4) the FTC (ftccomplaintassistant.gov). A few days later, I received a callback from AT&T corporate office.

A woman named Pam left a message on my v-mail stating they were refusing to credit my bill. She stated that when AT&T quoted my rate back in June that they only quoted it with the $31 discount. This is not factual. Moreover, AT&T U-Verse states they record all calls for quality assurance; therefore, it should be verifiable that I was quoted a specific rate about $159 for U300, internet, and phone service through June of 2014. In addition, it is readily apparent that AT&T quotes overall rates and not just discounts on their website. More troubling, Pam failed to address why I was billed $12 in movie charges that should have been free, since AT&T had sent me vouchers with codes for free movies over the last several months. Finally, I received a message back from the BBB showing this response as well, but I failed to accept their response, because this billing problem is clearly bait and switch; if AT&T was going to increase my bill, they should have done it after the 06/14 billing cycle. So I decided to disconnect service with AT&T and to find another provider.

When I called to disconnect service, I told the representative about my problems. He apologized and offered me a $100 bill credit. To put it bluntly, corporate office should have taken care of this problem themselves rather than the disconnection department that acts as customer retention. In addition, I advised him that their service would actually be cheaper if we disconnected service in my name and reconnected in my boyfriend's name, because this would make it a new account. He agreed, although I told him this makes no sense from a business perspective; it is cheaper to keep a current customer than to retain a new one (e.g. note gift card promotion).

The new service would take our current service down to $119 a month; plus, we would qualify for $250 in gift cards. Moreover, the website states this rate is locked in for 24 months, so we'll save almost $1000 over the 2-year period. So I disconnected service in my name, and we are reconnecting in my boyfriend name on the same day. You'd think AT&T would be better off just renegotiating the service rate down to the $119 on the current account than to chuck out another $250 in gift cards for opening a new account, plus waiving the $49 activation charge. But this is really beside the point. My main complaint is that they are jacking up my pricing when the contract was clearly negotiated through 06/2014. Not smart business. If you are having a similar problem with AT&Ts billing, please file your own complaint. The government agencies listed will eventually see a trend in their billing, and they'll have to take action.

This is a "pay" service. I was going to have to pay for the help that the installer said would be simple and free, also pay for them to set up the remote properly. Now the remote is so confusing to use, my wife can't operate it. Also, my bluray player no longer works, and that has nothing to do with Uverse! So maybe saving money by dropping Cox is not such a great deal after all. Seems that maybe you do get what you pay for.

My wife and I have been off and on the phone with AT&T for up to 6hrs each day to find out what happened. We escalated our issue of not having service and needing another tech. to come in. Our service was Cancelled without our permission!! Now, AT&T wants to charge us for equipment and time spent. We argued, "All we wanted to do is transfer our service to our new home 3 blocks away." They said they could not help because our service was cancelled. We would have to turn in the equipment and apply for new service. Now this is where it gets beyond belief. AT&T stated they wanted a $400 deposit because our service was cancelled before our 2-yr contract was up. WTF is wrong with this company?? First, they have idiots working in customer care!! 2nd, they have their share of idiots working as Techs. I can't clarify this enough, "STAY AWAY FROM AT&T!"

Lo and behold yesterday I was billed $41. After chatting with billing support I was transferred to a supervisor who said no promo was ever added to my account and saw no record of my calls (I have them all recorded). He gave me the number to the office of the president but this was yet again another lie! It was regular customer service not the number for the office of the president. I emailed social support yet again who responded, "I will send your request back to the office of the president," and they would contact me in 24 hours.

All AT&T does is transfer and make it impossible to close your account or they lie to you to keep you as a customer and never follow through with their promise. I seem to be stuck in a loop and have been for over a month with the Darth Vader of communications!! Who knows if the office of the president will call and fix my account and give me my promo! All I know is that everything I am told by AT&T is a lie and all consumers should request everything in writing from them! Today, I filed a complaint with the FCC but there is no doubt in my mind that AT&T will just lie to the federal government. They lied to my face, the office of the president lied to my face!

Note that I have had continued problems with AT&T for 30+ years every time I make a change to my account; I am billed incorrectly, so have learned to get it in writing. However, on February 4, 2014 when the installer came, I had not received my emailed contract & when I was to sign the ‘terms agreement’ it was not what I had been told. I told the installer to leave and not come back until I have the contract in writing. This took 3 days and while I received 1 price, I received 3 different quotes with different amounts due, based on the same 1 price.

On February 7, 2014, I spoke to Customer Relations Center & my price was confirmed for 1 year. I was also given an additional $11 credit off my land lines for 12 months, in addition to my $10 lifetime credit, as a token of being a 35+ years customer coupled with all the problems, numerous lengthy phone calls between February 1 and February 7, and the 7 techs I had to wait for to get the service up & running correctly. Also, about 4 months prior to switching my DSL to U-Verse, and out of left field, I began receiving emails from AT&T stating that I was over my 150GB monthly Internet data usage & was being charged an additional $10 for each 50GB over. I called continually asking that they look into this, that I have NEVER gone over 150GB, this was a mistake, I surf the net & read emails only. I continued to receive these emails, yet when I called they would push U-verse stating that if I switched it would correct the problem.

On February 7 while on the phone with CRC, I was told that this was definitely a mistake, she would have tech support get to the bottom of it & they would get back to me. This was 1 month ago & I never heard from anyone; instead I received an email every 4-5 days stating that I was being charged for another 50GB. Now that I have switched my DSL to U-Verse, my bill was not only wrong, my $10 lifetime credit was removed, plus my $11 credit was reduced to $5.

I was not credited back the 19 days I did not have DSL, instead was charged for DSL & data overage. With my prorated credits plus a few 1-time credits, I only owe $10.26 for the next month bill, but was charged $53.08. AGAIN, I had to make a call to AT&T, was transferred from Billing to Retention, where they said I must be transferred back to Billing, all this was after being on the phone for 90 minutes. They refused to put back my lifetime credit, stating that this promotion is not longer available!!!! A lifetime credit is no longer available? Where do they come up with is stuff.

I am permanently disabled and this entire, almost daily, ordeal of fighting over my bill, always having to explain it to a different agent (although promised that the agent I spoke to & who promised these credits & confirmed my contract price would call me back) has gravely influenced a decline in my health. What AT&T is doing to customers is not only unethical, but outright fraud. I have every phone bill and every person’s name I have spoken to & what I was told/promised for the past 30+ years, so I am able to show documentation on every issue I have had. Being a customer of AT&T has been a nightmare and beyond exhausting. If I do not get resolution I will be forced to file a lawsuit against them for fraudulent advertising and breach of contract, and maybe more.

I figured I had nothing to lose and this would be a good time to try a less expensive service, so I called, signed up with no mention of fees by the rep, only that I had to do auto pay. I normally wouldn't do auto pay but I went with it this time. They only offered 750 k connection in my area but I figure if I got a half meg (500 k) I'd be fine. They said they couldn't tell me what speed I'd get or even thereabouts before I signed, I knew better as there are several ways to tell or get a very close idea.

Got the modem in the mail a few days later and connection went smoothly. First I went to Speedtest to test the speed and it turned out the speed *appeared* to be fine at around 600k, just over the half meg I would have been happy with but, it sure seemed the pages were loading very slowly. I clocked what should have been about a 600k download speed at around 75k, just a hair better than old 56k dial up speed... Bad news. I tried a few downloads from a site I used to using, one that allows well over the bandwidth of 600k so there was no mistaking, AT&T had both downloads and surfing bandwidth throttled down to around 75k which is about 1/10th of what it would be if I were getting the full 750k. That can look to some like they are getting their full 750k, if they aren't careful how they read the numbers/decimal point and I suspect that has a lot to do with why AT&T chose that number as their average bandwidth.

So, the SpeedTest site says over half meg and that makes it appear all is well to many, maybe most users but it's a lie, once it's throttled, the service turns out to be a bare minimum and not a good value at all, not even close. And, there's more. After trying to work it out with customer service and getting the usual run around, I told them I would be leaving them shortly, I just wanted to see what the bill was going to be. Turns out there IS a modem charge AND a connection fee after all as it showed up on my first bill. AT&T blatantly lied on their website just to get me/others to sign and then they hit us with the exact fees they said they would not be charging, unbelievably low/dishonest.

They added $50 setup/connection fee, which is bad enough, especially when they said specifically, there would be none and I did all the "setting up/connection" myself (no phone support or technician came out here) but they also tried to get me to pay $70 for a very cheap modem that I know cost them no more than $10 and probably less than $5. The whole thing was a ripoff by design. All I can figure is some people let them get away with this, otherwise they would not be doing it.

I went directly to their website and fortunately there is a way the customer can undo auto pay. I'd guess many don't know that and think they are locked in to letting AT&T snatch money that they have no business taking. I'd also guess the law had something to do with allowing undo on the auto pay because AT&T is nothing but crooks... the blatancy of it all is astounding. They called until I had to get on the no call list after I dropped them and mailed me charges I would not pay because the service didn't meet reasonable expectations.

Fortunately, I'm poor and have no credit (don't want it) so I'm not locked in to having to worry about their threats of ruining my credit. I'm sure some good honest folks that work hard to keep good credit, end up paying AT&T in cases like this but, I'd recommend you call them, try to work out a lesser payment (they suggest that in the collection) and tell them the service was substandard and maybe you will be willing to pay a fraction what you owe them for the fraction of a service you should have gotten... you know...."What's good for the Goose". One other thing that bears mentioning.... My last ISP gave me 1 1/2 megs (1500k) for $40/mo and after a year AT&T charges $30/mo for 75k... You do the math. For $10 more, you get 20 times the speed and even at $19.95 mo, AT&T is no bargain, not by any stretch of the imagination.

After I switched, I received a bill from AT&T for $650! They also refused to forward @sbcglobal.net my email account to Time Warner. I have hundreds of contacts acquired over the last 15 years and thousands of emails received and sent on that email address. AT&T has told me they will NOT release my email for forwarding or usage until I pay their charges. They will NOT explain how my bill became $650 overnight. I am filing a formal complaint with the Secretary of State (California) AND a lawsuit against them. I suggest no one use AT&T for any of their services.

Another aggravation is when you ask a question, like about an install, they tell you to call someone else. I've spent hours trying to determine what is going on. I keep getting I don't know, and to call this or that number, or the one on the email notice. I've told all of them, that the email telephone number is their telephone number! The rep, reps, just sit there, and become quiet. Quiet ranks right up there with, I apologize.

Farming out sales needs to foreign people is okay, I guess. It is cheaper to hire someone in the Philippines, for example, than to hire a sales rep in the US. Providing them sales scripts via their PC, is not enough boys and girls. Those doggies won't hunt well. I also requested a billing statement, showing exactly what I would be paying for U-verse 300, Internet Elite, and Phone 200. They finally sent me a PDF billing statement, that showed all kinds of numbers, finally showing what I would be paying, 126 USD. When reading the billing cost details, the numbers didn't add up. An agent said she had been with the company 14 years, as such, to trust her when she said my monthly bill would be 126 USD. By the way, AT&T's Phone 200 minutes is quaint, should be unlimited. Dish, and DirecTV, both offer AT&T unlimited! I told her, "If it is not in writing, it was never said." The billing statement they sent in a PDF file had, "THIS IS NOT A BILL," across the PDF billing pages in caps, many times, on several pages. Back to talking with reps, whose English is sometimes wanting, accents fairly robust, many are rude, two hung up on me!

I'm thinking of canceling the March 7, 2014 installation. It's like a Chinese Fire Drill, working with them. There is continuity ... unfortunately, the continuity is so bad, that I feel, if I go through with AT&T. Should my bill be a mess, I might face the same sad billing system, as I've found in the sad sales process, which is horrible! OMG, if I go to DirecTV, or Dish, they end up using AT&T for Internet, and Phone!

Anyhow, I called Charter Cable, my current TV, Internet, and Phone provider. Telling the woman answering the phone call, to let Charter know I want my existing phone number to be let to AT&T. The Charter rep who answered the phone, then sent me right to Charter's Customer Service group. I then told the woman answering the phone, the same message as mentioned to the first rep. She had to be an American, I could understand her, and she did not apologize! I explained, that I wanted the phone number transferred to AT&T, and that I was canceling Charter's services, as of March 7, 2014.

Interestingly, two and half months ago, when my Charter bill went ballistic, I told the reps, this wasn't going to work. Chatter TV, Internet, Phone was to go up about 60 USD monthly. For now, I told them to turn off Silver, Tier 1, Tier 2, and go to Expanded Basic, which sucks, tons of "programming," in the late pm, and am. That got the billing cost down, so I could use the 'Net, and go find a new TV, Internet, Phone provider. Charter's reps, DID NOT offer an alternative price scheme, at that time!

So when I told the last Charter retention rep, I was leaving, she got busy, offering me a deal close to what AT&T's deal is to be. I think the Charter Customer Service group, is really their retention arm. She wouldn't comment on my query regarding same. I asked her why it took two and half months for Charter to wake up? She hemmed and hawed, not knowing what to say. I got some more psycho babble, told her "Enough," and she moved on. Seems both AT&T, and Charter need badly, someone to help them streamline their sales process. What should be a simple process of signing up for services. Becomes a tedious, idiotic process, in which the reps are poorly trained. Coupled with their need to work within a draconian sales process. That should be labeled, "How NOT to sign up a new prospect, or save a customer. " They absolutely do not understand Customer for Life Issues. They do no not understand, suspect, prospect, to customer processing, and proper retention.

My gut feeling is, both companies hired newly minted MBA types to draw up the sales process they are now using. Who were trained in college, so they would be trainable while on the job. I've been there, done that. College education, is basically showing one's ability to be trainable. Unfortunately, before training new MBAs in the business that hired them. Many companies seem bent on allowing them to be part of the process, of creating whatever it is the company wants to put in place.

Could also be, so-called more seasoned company management, who never worked the streets, comprising sales. I remember working with managers at GE who had no clue, what was going at the entry sales level of the business. Where the real action takes place. Without the grunts making the sales, no one else will get paid! Way too many companies fail to recognize, nor understand, that sale people are their gold providers. Failing to understand, receptionists are their entry to the company.

Used to piss me off, when some idiot manager tried to tell me how to sell, or how to do it. My numbers often were close to 200 percent of goal, leading my region. Really was weird, when working with such morons. Other managers I worked with were okay. When they promoted me, I told them, I still wanted to carry a bag. So I could remain on top of what the street sales people were facing. Relative to prospects, customer, client needs, and competitors offerings. Anyway, I have an install date, I think, for March 7, 2014, Friday between 1 and 3 pm. I asked the last manager I spoke with at AT&T, to send me a confirmation email for the install. I never received one...

Since Charter's deal is NOW within two dollars of AT&T's deal, I'll probably stay with Charter. AT&T's advantage, was similar service pricing for two years, versus Charter's one year. Yep, I've vented, likely no one will read this missive. It did help rid myself of the small, little burden foisted upon me, by the miserable sales reps. Whose people skills suck, and their ability to make the sale is wanting, in the highest of degrees... In the hugely, unlikely event AT&T, and Charter management types read this. I'm willing, for a large fee, to come out of retirement, and help you put together a good sales process, using variations of PERT, Performance, Evaluation, Review, Technique, as well as CPM, Critical Path Method.

Lastly, both companies need to learn Customer for Life Issues. Which entails, getting customers - costly keeping customers - less costly, and losing customers - very costly. Your reps Sirs, haven't a clue regarding anything contained in this long vent of mine. Moreover, whoever signed off on these lousy sales processes, hadn't a clue either. It is amazing to me that AT&T, and Charter do as well as they appear to do. Throw enough crap at the wall, and some will stick. This is what they now use. Too bad, since if the sales reps actually understood how to sell. These companies closes on sales, that do stick would likely go up 200 percent, likely more. As said, I've been there done that.

Paying qualified reps a few more dollars, usually translates into more sales, per rep. Well trained, motivated reps, usually comprise about 20 percent of the sales force. They ordinarily perform at the 80 percent sales gained level. Meaning 20 percent of the company's reps, get 80 percent of the company's sales. Meaning, in this example, instead of having say, 1,000 reps, you only need about 200. Pay the qualified 200, what you pay your existing 1,000 reps. And the economy of scale takes over. As the business grows, and the PERT shows you need more CPMs, sales reps, you hire, and train new sales people. Additionally, the people who contact the 200, will get polite, knowledgeable people, who listen, advise, and answer questions. Make the sale, follow up the sale with an email telling the customer, what they told them during the telephone sales process. Simple as that.

The sales people simultaneous, provide an install date, then notify the installers of the order, notify the billing people, and work with those who turn on the service. Basically acting as the conduit to complete the sales process. The sales people are the CPM of the sales, customer process. Ensuring the customer gets what he/she ordered. You would think the advisers relative to those who hold stock in these companies, would want a better outcome from their sales groups, as well.

It is unfortunate, I must use one of them. My decision making will be, "Which company is the least loser of the two?" Versus, "Wow, X-company really did an outstanding job!" I've watched people skills decline over the years, relative to the world's population, the population in my area. Perhaps, I'm just an old fart, one who cannot accept the ineptness foisted upon me. By people whose charter should be, to be nice, to listen, to then exercise a smart sales decision process, corroborate what they told me. By telling me again, via a simple email. What they told me during the sales call.

Good sales people, tell you what you need, relative to your inquiry. Good sales people, then tell you again what they told you. This is to ensure, both the prospect, and sales person are on the same page. Good sales people, in the telephone sales environment, should also send the prospect an email, stipulating exactly what the new customer to be is to get. The email should be concise and direct, Not filled with BS jargon, and numbers that don't add up, not a sample billing filled with THIS IS NOT A BILL. I know it's not a bill damn it.

What I want to see, is exactly what my bill will be, when I receive it, no more, no less. The statement should illustrate exactly what I'm to receive regarding my desired outcome. No one at AT&T is capable of providing me with the exact billing my bill will entail, via an email. What I'm afraid of, based on not so good reviews of AT&T recently, is that my bill will be X, when it should be Y. Drumming up he said, she said nonsense, tasking me have to argue with billing people. Who usually do not understand customer for life issues, either. I've found most companies billing people just as inept, rude, inadequate, unknowledgeable of what the customer process should be.

Lastly, both Charter, and AT&T instilled "Sales Avoidance," in their dealings with me. As alluded too earlier, must take the lesser of two evils. In order to get TV, Internet, Phone needs. Oh my, why is it so hard to get good service, as well as fairly priced TV, Internet, and Phone ...

Now two big TV, Internet, Phone companies want to become one. Ensuring during transition, existing customers will likely get shafted. Whilst the new "one" tries to trim staff, to save dollars, tries to incorporate a new sales, customer service, and retention staff, to deal with angry customers. Many of whom are angry with both companies, prior to becoming one. Coupled with a new sales system... likely as bad as both have now. Likely a mirror, of the two companies I'm dealing with. The fun never stops, when dealing with most sales organizations, does it?

I called the AT&T customer service number and after several hours of getting passed around, I talked to a lady and she said that she can see where the modem was returned and she apologized and said she would take care of it. The next month, I get another call from collections. I then attempted to call AT&T customer service back and I got transferred at least 10 times to people who said that was not their department. I even had one lady say, "I don't know why they transferred you to me, I'm in Texas and have nothing to do with Alabama accounts". I spent 4 hours on the phone on this attempt and continued on the next day for about 3 hours getting transferred all over the place again. It became apparent to me that no one wanted to handle my case and just transferred me from place to place.

I finally got someone on the phone who acknowledged that I did return the modem but she told me that because it took so long to get it back, they had to charge me for it. I explained that the reason it took so long is that I did not have the shipping label and had to wait for them to send it. She said that didn't matter and I still had to pay for it. I told her that I do not pay for product that I returned and product that they acknowledge they received. She said that I still had to pay for it.

After two years of calls from very ugly collectors I finally blocked them. I am finding out today that AT&T filed a negative credit report on me. I'm am not a AT&T customer nor will I ever be. I have started a FB campaign against AT&T U verse and found out that thousands of others had one as well. The worst customer care ever! I've done retail for many years and I know negative comments about the company is ten times worse than a positive comment and I plan to make AT&T pay for what they did to me.

Okay, I chatted with the Sales guy who assured me that this wasn't some scam to get inside our house. I looked at the information and it said I had 15 days to actually commit to the program. It was a lot of paperwork for switching to fiber optics, I thought. So, the rep calls me back and I tell him I'm gonna wait and peruse the info he sent me and he starts to talk real fast and says this is just confirmation that I get a free tablet! And I'll save $10 from my internet service (paying $110 now) and that it'll be faster and better. I say, I wanna wait, and he asks me to talk to his supervisor.

I talk to the Supervisor. She says this is simply switching over from copper to fiber-optics and that it takes a different modem. That to get people to switch earlier rather than wait until the last minute, they are giving away free Samsung tablets. Okay, that maybe sounds reasonable. I specifically state that we don't want any other service than what we currently have - wireless, landlines and internet. We have a satellite for cable. She confirms that all will stay exactly the same except that I will see a $10 reduction in my bill! Wow, cool. And a free tablet? I'm good with that... Today I get a bill for U-Verse for $35 a month. And a notice that I have another wireless telephone number added to my account. Lovely... I guess I'll go back to saying NO to everything!

I finally read that AT&T 6.0 has a fine print in the agreement that says 3.0-6.0 is acceptable speeds. I was only getting 1.2-1.5!!!!! So after being on hold one morning for 2 hours, I decided to call the AT&T store by me and talk to an actual human. They never picked up the phone. When I got there, I realized that the phones in the store were ringing but the employees (who were just standing around giggling with new tablets in hand) were not answering the phones. I called the store while inside only to hear all the phones ring and ring and ring and ring. They NEVER answer the phones, so don't bother calling. It's a ploy to get you to come in so they can up sell you crap that you don't need. SO... I demand to see a manager and he's trying to help me. "Normally we don't help customers with problems like this," he tells me.

Since I was stepping all over their sales game, they wanted me gone immediately and were trying to help me fast. They had a technician sent to my house the next day after I demanded that and $80.00 credit to my bill. My internet now runs at 4.5 mbs for download and the tech said after checking outside lines, he didn't know what the problem was. It must have been a miracle from Jesus I guess. Yep, God, Jesus, Vishnu, and all the fuzzy bunnies must have miracled my ** a good internet connection. I'm riding out the free credits then going to Comcast. AT&T is a faceless corporation that outsources most of their customer service to India. They don't care about you or your issues with your service. When you want to find the owner of any company and smash their face in with a baseball bat, it's time to get a new provider.

Next month goes by, I'm out of town and again the auto pay does not go thru and I'm charged another $60 and there's still no credit on the paper bill of $99 from my previous call and to top it off, my service was cancelled permanently so I had early contract termination fees as well spent over 2 hours on the phone with the only decent rep I have ever spoke with there and he cleared it all up. I paid my final bill of $63 and change and established a new service install at my new house and paid a $100 install fee cause I was a previous customer and got my install date.

Closing on the house took a day longer than expected and I would not be able to be there on the Feb 4th install date. I had them change it to the Feb 6th, a call that took place a week ago. Today, Feb 6th, I called to confirm and was told that they made a mistake and were not able to do my install at the new house till Feb 17th. I informed them that was unacceptable. After 1 hour and 35 min of being on hold being bounced from rep to rep and getting aggravated, I spoke with someone that could get my install date moved to the 14th between 8am-5pm. We all know what date that is and that would not work for I have major plans that day of course. So I told the rep that if that was the best they could do then I would like to cancel my installation and terminate my service and I would take my business to Charter a local provider.

I was put back on hold for another 34 min and spoke with a rep that was going to cancel my install and my service and was told it would take 4-6 weeks till I got my $100 deposit back so my fuse which was previously lit from the waiting game made the bomb go off. I told them that was way too long to wait and I asked to speak with a manager. I was then put on hold for another 22 min and then I was disconnected. I called back and spoke with a manager right off told them I was very unhappy and demand my $100 back ASAP or I will be contacting the FTC and the BBB and the local News about their poor service. I was informed I would receive my money in 2-3 business days... So never again will I do any business with AT&T. I still have a cell phone with them but that will be switched very very shortly to another provider. And I once liked them but now never never again.

I had the fastest internet which was advertised as I think 15 megs down, and I was only getting about 8 to 10. For the price and speed, cable internet is much more cost effective, but for me it was easier to have it all together and one bill and not deal with Comcast. Also, in my apartment, they sent the fiber signal through phone lines... And the main phone jack was in the bedroom (old apartment, who knows how long ago a landline was hooked up). So the gateway had to go in the bedroom, which was a little bit of a pain, but the installer was cool and quick.

The key to U-verse is to haggle. Yes, they can promise promo pricing for only for 6 months or a year, but if you take the time to call them, explain to them that you think it's just too expensive and that you can't afford it, they will literally cut the bill down. The best thing to do is use the little chat thing. It works like a charm! I did it over the three years I had the service... and near the end I had 3 TVs, U200 all with HD and wireless receivers and 6meg internet for about $90 bucks a month. You can't beat it.

People need to use a little common sense. Remember to call when your promo is up. Don't pay for something you don't have. Don't wait to call customer service for something. Don't set up auto pay. If something is wrong with your bill you won't know it - research. Know the product and the promotions before setting up your service so you know if you're being told something incorrect. I personally love the fact that I didn't have to rely on satellite or cable. U-verse is IPTV and there's so many cool things about it I could go on and on. The wireless receivers are so cool because you don't have to drill holes in the wall to get a signal to a box. I liked it a lot and if I was in an area where service was available, I would do it again.

1/24: Called in again. Twice during this the line went dead while I was on hold. They didn't call back either time even though both times they had my cell number. Tried the "chat" help. Investigated, then said they'd call back in 2-4 hours. When they did call, said they understood the problem and it would be resolved in 24 hours. 1/25: Called in again, and again got dropped while on hold. They again didn't call back even though they again had my cell number. Called back and started all over again with new people. Again said they identified the problem, but couldn't fix it until 1/29. Talked to supervisor. Said she'd investigate and get back to me at 2PM the next day.

1/26: No call at 2PM. Waited until 3PM, and tried "chat" help again. After sitting on the chat line for about an hour, they said they now have the specialist team working on it and it has been escalated. While on cell phone per "chat" helps direction, supervisor from 1/25 finally tried to call. Left message that she'd try and call back or call the next day. She never did. 1/27: Online "chat" again. Said he found a problem with the order and that it would be fixed on 1/30. 1/30: Still no phone, so called in again. Said they tried, but couldn't fix the problem at this time. Said it could take another week, but it might be sooner than that.

1/31/2014: In summary, my home phone line has been dead now for 8 days so far, and it could be down another 6 days per their technical support people. Of course, at this point they have no credibility, so I have exactly zero confidence in anything they have told me. They are polite, but seem to be completely incapable of fixing this and make promises that they cannot keep.

Have to add, HDTV and one more TV and the contract is now only one year... So after 1 year my new service that was suppose to be $132 will be $230! My printer no longer is working... and it was just fine that morning, and the wiring is a jumbled up disaster in 3 places. The cord goes across my carpeting just perfect for tripping on.(See photos). So to BUNDLE UP MY FURY: What I was sold and what I got were two different things. My $132 a month bundle will be $230 in one year. My $132 bundle will cost me $185 for the first year. Two of my computers are no longer working. My printer is broken. The wiring is a jumbled disaster!

Essentially, when I finally departed from their crazy system, I had only truly paid for about 3/4ths of the months that I had internet with them. However, I also had to make sure to keep around $200 in the account at all times so that my bank wouldn't overdraw from their eccentricity with billing until I decided to cancel auto pay and just resorted to calling them once a month, questioning charges, and paying whatever they tell me I owed because I couldn't understand anything, except that it was either exactly what I thought I owed or less than what I thought I owed.

>Their customer support is great.... they are always willing to go above and beyond to temporarily fix a problem. For some reason, billing appears to use generic phrases and codes in their system for charges, and don't record anything properly, so if you question about a charge and the customer service agent can't find out what it is, they just drop it.

>Their billing system is so scrambled, confusing, and downright crazy that I had to call them at least once every other month to get a billing issue fixed.

So, if you don't mind calling customer support often, and can easily keep a fluffy amount of cash in your bank (or refuse auto pay), then AT&T is great. If not, it could be a very traumatizing experience.

We made the appointment at a certain time for a reason. AND the fact that we were lied to and told he would arrive with replacement equipment is insane. So now we have to call back for the SIXTH or SEVENTH time to try and fix the problem. Their service is lacking and not to sound offensive, but we can never speak to a United States customer service rep. I live here and I want to speak to someone here who can actually help. Also, they monopolized my area/district and am unable to use another provider for services.

I call and get transferred around again. They tell me that my check has been issued but can't tell me where it was sent. I tell her I would like to escalate my issue, this is unacceptable. I'm told a manager will call me back before 5:00 pm. No manager called me back. 01/13/2014 - I called again. I'm told a case was logged on 12/27/2013 and I have to wait 45 to 60 days before they will re-issue me a check. Really? Not even a definitive date? No one can tell me where the original check was supposedly sent to. I tell them this is unacceptable and demand to speak to a supervisor. Nope - not available. A manager will call me back before 5:00. AT&T's service is horrendous. I can't get anyone to actually resolve my issue.

I pay my bill on time and if I don't, they charge me a late fee yet they can hold onto my money for as long as they please, earn interest on it and make a profit. If they earn a small percentage of interest off on my money and they turn around and earn a small percentage off of someone else's money that will add up. I see companies in the Payroll industry make millions of dollars on interest from holding all that money between the time a client pays the vendor to the time the vendor cuts employee checks. It's how they make money so I don't think it's too far fetched to assume that AT&T is profiting from holding my money longer than they should.

I was then told an order was being put in the system and I would be back on copper wire phone within ten days and I could get DSL back then. I also had to remind them of the guarantee they gave if I didn't like it they would be glad to put it back the way they found it... Why do you have to go to such extremes to get them to provide the service I/you want ?? Today my wife received a letter to sign up for a service she gets free from disability????? Obviously the right hand knows not what the left hand is doing at that company!!

I chatted with a cs rep this afternoon who was not authorized to tell me what further credit I will receive from AT&T or by how much my monthly bill will be reduced. Instead, I have to wait for an 'email offer'. I have recently been issued a credit for approximately four months worth of billing. I am happy with that for starters but want a reduction made in the amount I pay them monthly for my service. I received a letter from them last year telling me I would not be billed for one year due to the fact that I had not been getting the service I was sold. When I discovered that I was still being billed, I called and gave them the authorization number referred to in the letter and was told it did not exist - "Sorry, nothing we can do."

We scheduled the U-verse install for 11/28/13. On November 27, we were contacted and were told that U-verse installation date had been delayed because of an equipment issue. Our phone and current DSL service quit working November 29th. We then began the multiple phone calls with AT&T on when the U-verse service would be installed and what could be done about current internet service. Ten days later, we had our DSL service reactivated and were given a date of December 13th of when AT&T Engineering would have the access port resolved and we would be contacted to set up a new install date.

December 23, I contacted AT&T once again because we had not been contacted about the rescheduled install date. At this time, we were told that they had no record of our original order and install and the U-verse account number we were initially given did not exist. We gave initial account # and reference number and were told no luck. During this time frame, we had received an AT&T bill that included a $49.00 charge for DSL activation that should have never been deactivated to begin with. We set up a new account, placed order for the U-verse service, equipment, TV package, internet speed and schedule a new install date for December 28th.

On December 27th, I was contacted from AT&T and was told that the install had been delayed once again because of equipment issue. During this time I am receiving multiple automated text. and phone calls about rescheduling our missed install date. Today, January 3rd, I contacted AT&T once again for a reschedule install date and was told that the account is in the Engineering department and we would be contacted about a new install date, no time frame given. In my mind, AT&T has sold me a product that they do not have available. If this is typical of the communication between AT&T's different departments, DSL & U-verse, and their level of customer service, it amazes me they are still in business. I can understand delays for whatever reason. What I cannot understand is the misrepresentation from multiple departments, customer service reps and managers on what is available and when it will take place.

Additionally, they also don't have any CBS programming On Demand and their Customer Service is extremely difficult to make contact with (except once a quarter when the doorbell rings and one of their college-aged sales reps appears to ask me if I even have U-verse - because they don't even update their records enough to know who their customers are). As soon as I can figure out how to get Netflix "installed" in my home, I'm losing U-verse - may even switch to another mobile phone carrier... I'm just sick of AT&T.

That response was unacceptable to me, so I stated that I would seek service elsewhere. I was then told that I would have to pay to get out of "my" contract. I told the young lady that I didn't agree to a contract with them and I also said, that there was NO WAY that I would agree to one because of the poor service that I had gotten from them. I was told that I spoke with someone in August and that's when I agreed to a year's contract. Again, I said NO WAY, and the person that I spoke to did that on her own. Due to the poor practice and this stunt of putting me in a contract, I have decided to leave AT&T altogether. That includes my mobile service as well. Trust me, I can get better service elsewhere and save money as well.

We returned all merchandise back in a box DirecTV sent us. We realized we had sent ATT merchandise back to DirecTV and they disposed of it after speaking to them on the phone. They do not forward ATT TV equipment back to ATT. They destroy it. ATT said they did not receive their equipment back and I could not prove I sent it back. After speaking to ATT we will receive another bill we cannot afford.

Then the trouble began. My first U-verse installations were changed three times and then finally cancelled by a rep in India. He said the engineers reported the lines were bad. I ended up sending the gateway back. When I contacted a U-verse customer service rep in country I was told I could get U-verse. So they set me up with another installation date. It never happened and I ended up sending the second gateway back. I had two U-verse accounts and had both of them cancelled by AT&T. They lowered my speed to Basic speed (0.9 MBPS) and told me I couldn't get anything faster or U-verse. Funny that my neighbor has U-verse and she is about fifty feet from my connection point. I am stuck with AT&T until something better comes along or bite the bullet and opt for satellite internet.

In summary, they don't return phone calls. They don't have trained staff. They do not follow up with customers. They do not CARE if you are struggling. They do not answer calls in a reasonable time frame. They do not know who does what and will send you to the wrong department more than once. They will pretend they are listening. SO if you want a company that doesn't provide any services that they charge for, then AT&T is the go to company for wasting your time and not getting anything accomplished. Thank you reps: **, managers Carlo, Laurie, Martha and all the others AT&T that have not helped me in any way, shape or form.

Anyhow over that weekend apparently AT&T stopped selling the 6 Mbps. This is what they said on two occasions that same day. The customer service agent gave me some story that AT&T had a huge surge with Internet customers they can't keep up with demand, therefore can't provide me with 6 Mbps. I told them this is not acceptable and called the retention center. They continued to lie to me, this time the girl said that my Internet speed is up to 3 Mbps and I can receive less. She had the nerve to say that the California PUC gave AT&T permission to only deliver 52% of the speed customers signed up for.

Then I had a tech out to my house due to the inconsistent speed. He said AT&T only guarantees its speed when connected directly to the modem. He even said it's in the contract, that I never received but, I did read all the terms of service online. It says nothing about being hardwired to the modem. I told this fool if that were the case, AT&T would not have customers because everyone uses WiFi.

I am going to write the attorney general, the governor because TV and Internet providers need permission to do business in each state. I'm writing consumer affairs, the FCC, and all of my state representatives, both federal and local. AT&T needs to be stopped. They are no longer a reputable company. They went to the wayside along with honest and helpful customer service. My 4G phone has Internet that is 4 times faster than my "high speed" AT&T home Internet. I can't wait to move so I can switch to a decent provider and sue AT&T in small claims court for the maximum amount allowed by law. Everyone who has a problem with the thieves at AT&T should drag them into small claims where they cannot use lawyers.

I called customer service and no one could tell me why I had no service. I explained to them that I had learned that one of their guys had been out to my address doing some kind of work and they asked me if I had requested some sort of service and I replied no. I asked them if there was someone else I could speak to that maybe can help me find out what was going on and they put me on hold only to come back later with no excuse. I ask for a supervisor and that is just a joke because there is never one around when you need them, always in a meeting.

After the customer service person told me that they had no idea who came out and why for the second time I then told her, "There are people working for the company and sent on private property and no one can tell me who they were." She finally gave me another number to call and it began a circle of calls since that person did not know what was going on. I was finally able to speak to a someone and explain the situation to him about not having phone service after one of their workers had come out. I also explained to him that it was obvious that the person had been working in the backyard since he had left telephone cable wires lying across the yard and the telephone box open with wires exposed. I explained to the man that I not only had no phone service but the box left open and the wires on the ground may cause a hazard for small children. He said he was going to look in to it and get back with me and he did.

He told me that someone had ran new telephone lines and that another department had to bury them but there was not an order on file that he could see where the order was requested. As of today, Nov 27th, 2013, the cable wires still have not been buried. It would have been nice to get a heads up as to work that will be performed that would result in loss of phone service for almost a week. Someone should have knocked on the door, made a phone call or something before that work should have been started.

Getting back to the main issues at hand, I have no phone service because of customer service screw up. On about the 11th of November 2013, I called customer service to tell them to turn off my internet service because it had gone up too high. When I first got the service, it was on a promotional deal that did not last throughout the whole time it was supposed to. When I call them to complain, the early termination of the contract they always say they're sorry about that and I would be receiving a refund that I never get. They would then go on to say that they would start me over with another promotion and that only last for so long. Most of the time my service would freeze up, not connect at all or just plain go out at times. The service was not worth the price and the price had doubled.

I explained to the young lady on the phone that I was requesting a disconnect of my internet service and my internet service only. I also explained to her that in the past I had trouble with customer service getting my order wrong and could she please make sure the order was right and that my phone service would not be turned off by mistake. She reassured me again that she understood the order and that she would be taking care of it herself. She told me that the internet service would be turned off that Thursday or Friday, 15th or 16th, not sure which on so that was fine since I had already set up for the new company to connect me on that Thursday, November 15th.

I thought everything was good until November 20th. I picked up my phone to use and there was no dial tone as I mention earlier in this text. I had just used my phone the night before and it was on. I called the phone number from another phone and my phone number said, "Sorry, you have reached a number that has been disconnected or is no longer in service." I figured that was a mistake but it was too late to reach customer service so I had to wait until the next day. When I was able to reach someone, they told me my phone had been disconnected from my request. I explained to them that I did not make that request and someone had made a mistake but they could only tell me that the request was final and there was nothing they could do about it.

I, of course, ask to speak to a supervisor and as usual they put me on hold to only come back later and say they were in a meeting. I ask for a call back and that never happened. I called back the next day, Nov. 22, 2013, and spoke to another person who told me the same thing they told me the day before and he said that the only way that I could get my phone back on was to become a new customer. Why would I want to become a new customer after 30 years of being a loyal customer and I am treated like this. I have never had my phone turned off since I had home phone service. When I moved I would request phone service at the other house in advance so I would always have service. My phone line was like my life line. It was part of my business, and personal life. Everyone contacts me by my home phone. I now still have no phone service at all. I was told by customer service that I would have to contact the corporate office by mail because they had no phone number available. I will try and contact them for help but in the meantime I am having anxiety.

I lost one job due to poor signal so they sent a micell to boost it, said it would be free but then charged me for it. After fussing with them they finally took it off. Then we got Uverse from them and because the tech didn't hook it up right, my micell still wasn't working right. It would go in and out so for 2 more weeks I ended up missing out on more work because when the places I worked for would call no signal but yet that's my fault because I live in a bad area. They knew this was our only way to get calls but wouldn't fix it until a week later - that's when we found out that the tech hooked up to the wrong lines. So after telling me that I can't have my phone turned on, not having proper service for at least 2 weeks, but no adjustments to the bill or even giving me till my billing day, they say I didn't pay what I should have, even after paying more than they asked for. So now I don't have service and still have one day left before my new bill is due.

When I got upset and questioned why, they said I owed because I canceled my service before my contracted ended. I signed up for 1 yr contract; I canceled my service 1 yr and 1 month. They said I had to cancel 3 months prior to contract renewal to avoid penalty. I went out of business. I did not know 3 months prior I was going to go out of business so how could I notify them? When I called and tried to get them to work with me to make some adjustment to my balance, or to accept payments, I was told I could pay off in 3 months and that was maximum time allowed to get paid off. When I called I was passed from person to person, and left with no resolve until a couple weeks later I received a letter from a collection agency.

My account with AT&T the first time I had my phone service (1992) with them for 10 yrs and, I was penalized when I canceled my account. I can say it’s embarrassing that I made 3 attempts to use AT&T. I should have known better after the first penalty from 10 yrs with them. I would not recommend AT&T to anyone for private or commercial; I've had both. They have no mercy for your financial situation. Never again would I use them again or recommend them to anyone. I will continue to warn people of my experience with AT&T.

Not to mention literally hours spent online trying to explain to these morons what the problem was. Worst company of all time IMO. I don't see how they get away with flat out stealing like they do. I guess it helps when you're a big company with lawmakers in your back pocket.

I had finally upgrading my Internet Service to U-verse and, of course, I asked to have the 2Wire 3800 HGV modem, but my request was denied; so I ended up getting the bad modem, 2Wire 3600HGV. I was also warned by the AT&T technician who came to install my U-verse expressly told me to get on the phone and ask AT&T customer service to replace the 2Wire 3600HGV modem because is known to be a bad modem and it will not work as intended. I yet have to call AT&T to ask for a replace modem at the time I am writing this review.

My question is – Why is AT&T sending bad modems to customer upgrading to U-verse knowing beforehand that modem is defective? Even their own technicians will tell you how bad this modem is; however, sales rep will send you these bad modems even if you disagree with them. My other question, is it possible to break those telephone companies captive internet markets to allow competition?

And, ATT quickly and respectfully resolved the issues and overcompensated me on the problems I had on their end:

THEY CANCELED MY ORDER FOR THE U-VERSE,

THEY RE-ATTACHED MY DSL, and they told me information I needed.

THEY ALSO SAID THERE WERE ABSOLUTELY NO HIDDEN EXPENSES IN MY U-VERSE phone contract,

and that I HAD PLENTY OF ROOM WITH 250 GIGS ACCESS and won't have to worry about hidden costs there, that I never used that many gigs with my DSL;

They also offered to send me A SPECIAL TECHIE (at their expense) TO HOOK UP MY new U-VERSE IF I WANTED TO KEEP MY ORIGINAL ORDER,

AND THAT THE CONTRACT I MADE WAS ACTUALLY VERY GENEROUS, WHICH I AM GLAD TO HEAR.

AND THEY WERE SYMPATHETIC TO MY DISABILITIES,

SO I AM GOING TO GIVE THE U-VERSE A TRY AFTER ALL, in spite of my trepidation, and reopen my order.

So, I forgive them everything, and their professionalism, and hope they forgive me my trepidation.

My only complaint now is my original, I should have been transferred to a techie and not the salesman, but didn't pursue that because I was so happy to get my reconnected again, I just wanted to get back online!

After my original order for the U-Verse, I thought it would just be an easy re-connect to DSL as it had not been connected on my street yet, but as it turns out, I think it screwed them up alot and if that is true, they really should work on that a bit, with their technology, you'd think it would be an easy fix, when one is not happy with their surprises.

so I gave them four star rating after all, would have been five if they had just sent me to the techie from the first, I am not good with surprises.

Original Review: Oct. 24, 2013

I had a problem with my home line and was simply trying to determine if the problem was coming from the AT&T system and not mine. So I called and a friend came over and distracted me when the Agent instead of sending me to tech support actually sent me to a high powered suave Sales Rep who I expected to be a techie, and somehow managed to talk me into doing what he wanted me to do and not what I called about. I really don't know what happened. I had nothing to read or view, and am totally nonplussed how this got away from me so quickly. I think it is called "railroading" in the old days. I asked to cancel Uverse quickly, which I had little idea about actually, and was told I couldn't, which I believe was false considering the present AT&T ads.

Actually, I was so distressed because the last time I tried to lower my service expense, I was tricked then and was told my less expensive service would "do" YouTube which it never did. So frustrated that when the high powered Sales Rep said my service was being phased out (yeah in ten years maybe?), may as well get the new high speed bargain now while it's all free/whatever, and so forth. Can't remember. I thought I was simply getting some sort of upgrade to a faster service, not this whole new weird situation. I am furious. It is 3am and my hubby is mad at me, and I am having to try to salvage the situation, as I need the net to pay my bills! Well, I was told flatly by a techie from AT&T that there is no way to get my DSL back, which is not true because the lineman has not even come to my house yet. Took me awhile to figure that one out. Duh. I am in over my head. Their sales tactics are actually abusive and predatory.

I am exhausted figuring this out. No info at their own site, it's just too much. Was told I'd simply be cut off, if I did not go along, no way out, no way back, grandfathered out, so to say. But I still have my DSL machine happening, so that's not even true; just have to cancel the techie visit. So maybe I have just enough time to go back to Earthlink, ugh, or whatnot, but I don't know even, if they switched my entire phone service or just my internet, no clue. THEY SHOULD BY LAW NOT CHANGE ANYTHING WITHOUT WRITTEN CONSENT, WITH A LAWFUL CONTRACT, this suckering folks into these strange and unpredictable situations with a glib high powered professional phone salesman with only one thing in mind, and not what you even called about; that is just abuse.

Everything was supposedly free but they never addressed my question and I had to call back, took two hours to deal with it all, and after I got my techie, I was exhausted and I am still exhausted now, not knowing how to nip this chaos in the bud, so to say. So it was helpful to read all this. I really want to bail from AT&T entirely, no matter what! They have done this to me before but not so severe as this time. I am 65 years old, and we really don't need this sort of stress. That's it for now. Got to go check out Earthlink and Sprint, I guess... I am too tired to deal with an attorney, just more chaos. Presently, all I can think about is Damage Control. So thank you for allowing me this space to complain. They need to readjust their policy and procedures to start doing things lawfully, by written contracts submitted by PAPER. I even lost my paper billing; however, THAT happened. It's too much. What a horrible Mega Corporation! Later.

When I called the following day as the AT&T office conveniently closes at 6 pm same time, the all-day appointments stop. I was on the phone for about an hour with the robots, humans, music and reminders not to text and drive and dropped calls, and they said they would call me between 7-8 pm and reset the appointment. And as of yet they did not. The consequences were a day of lost sleep as I work nights but stayed up hoping not to miss the appointment. Over three hours on the phone on hold or repeating the story - worrying that I may have just as much trouble cancelling this account which was never consummated in the first place. And that I might be billed for something which was never provided.

Having contacted Uverse for months (more like in excess of a year), I finally was given information for their Risk Management Department. I filed a claim with regards to my television because I had never had any physical damage done to my television -- no breaks, cracks, it was never dropped, no water damage, etc. Long story short, Uverse opted out of assuming liability for the damage caused to my television. It is my understanding that it is the panel, which is so costly to replace, a new television is in order. Several technicians who came to replace faulty equipment stated to me that tiling can and does cause damage to the picture of a television. When their supervisor asked them about it, of course, they denied saying that or having any knowledge of it. The image on the television is so odd, even the manufacturer has never seen anything like it.

No one I've spoken to has ever known anyone with Uverse service to have so many problems with their service or to have such damage caused to their television. A technician was dispatched to replace equipment on another television in my home that was having different issues. That technician worked on the TV with the DVR. The next day, that damage worsened. Within a couple weeks, it doubled in size. Again, even the manufacturer of my TV has never seen such an odd shaped image in the panel as is on my television. This is the last straw. Seeing as how Uverse does nothing to remedy situations such as mine, they have lost me as a customer. I will not detail the wild goose chase they've sent me on.

I am certain that I am not the only customer who has had problems with the picture of my otherwise good TV. I am also certain I am not the only customer who has had numerous billing related issues, service related issues and even issues with technicians arriving to service calls on time, with professional attitudes, and executing the tasks they were dispatched to do properly. In the event that any of you have dealt with a fraction of the issues I've dealt with, I am leaving you information as to whom to contact to expedite your requests and hopefully resolve your issues. I am also considering opening an email account to accept various complaints and photographic evidence from past and present Uverse customer to initiate a small claims lawsuit. Uverse thinks they are exempt from engaging in proper business protocol, and they are very mistaken.

In the event that technicians do not resolve the issues with their service, request a supervisor. If that supervisor is inept, they have an Area Manager. Have the matter expedited to an Area Manager. They may not be of assistance or combative, so if they are, contact AT&T's Corporate Office. Their address is as follows:

Dallas, TX 75202

Email info@att.com.

I would suggest putting your complaints in writing and faxing or mailing them to the Executive Office, as email messages can be altered. Address those concerns to the CEO, Randall L. Stephenson, CFO, John Joseph Stephens and the COO, John Stankey. If you are in California and you wish to serve Uverse with a summons and complaint, even if it is for a small claims matter, I have their agent for service of process. That information is as follows:

Los Angeles, CA 90017.

If you have claims for damages due to wiring done inside of your home, you will need to contact AT&T's Risk Management Department. That number is 800-894-0374. Their hours are 7:00am - 6:00pm CST. They will then forward your claim to a company called Sedgwick, which is not an insurance company, but a third party mediator who is often ineffective and will not do any substantive research or investigation of your claims. They are retained by Uverse so they are by no means impartial. Sedgwick's telephone number is (855) 462-6537. U-verse employees are little more than bullies and antagonists. They think that because they are a multibillion-dollar corporation, they are exempt from engaging in ethical business practices. They think they can breach contracts and damage property without recourse.

I sincerely hope that everyone who has a legitimate complaint seeks restitution for damages in some form or fashion. Hold these people accountable for their lack of ethics and professionalism. Not sure what the protocol is in other states, but in California, the FTC and the Attorney General's Office receive complaints pertaining to the matters people on this board are complaining about. Please file complaints with the appropriate agencies. They monitor those complaints so, if they receive an alarming number of complaints, they can and will take action against Uverse. There is strength in numbers! All the best to everyone seeking remediation from this vile corporation.

We have had a trouble free experience with DSL for over 3 years, and only when AT&T wants to sell us a new product (the letter), do we suddenly have an "unfixable" problem. I am asking that consumer affairs get involved. AT&T will not listen to me. Thanking you in advance for your attention to this matter.

Even when the internet connection is up and running, the variability of signal strength is so wild that it prevents me from using it for my old Wi-Fi system that I used to depend on for connection to the internet for my Kindle, and for watching Netflix on my TV wirelessly. The technicians have been out here daily, but one doesn't seem to know what the last one has done, and all I end up is more aggravated and with no improvement in my service. I would NEVER, NEVER choose to go with U-Verse again, but they won't undo the harm they have done. Thank you for letting me vent.

Then we went out of town for 7 days only to come back to no internet. At that time I had enough. I decided to cancel the service only to be told I have an early termination fee of $176 since I went past 30 days. As I stated before, I was told there was no contract... Plus the service was not running for 30 days. I requested to speak to a supervisor to have the fee waived due to poor service and was told they had to call me back. I waited 2 days... no call. I finally called back and cancelled. Was told again that they will be sending me a bill for cancellation and I had to drop off my equipment at UPS. Now I need to figure out how to fight this bill. This has cost me at least 14 hrs. of my time in just over 1 month. Bottom line... go with any other company besides AT&T. I can't wait for Apple or Google to get in the cable/ISP business because these phone companies have no business being in it.

The following month payments for the bill never received or should I say up dated on my account, but the checks were cashed. To make matters worse AT&T insists I did not pay my bill and they cashed the checks (2) checks at that. And they are scratching their heads wondering why customers are getting out of using AT&T and running to the competition. Bottom line, also file your complaints with the Federal Trade Commission once our silly government returns back in office. Also any other agency that will govern the telephone, internet and streaming community.

I told the rep I was angry at how poorly the phone system was and that there was no reason my service should have failed in this amount of time. He ran some checks while putting me on hold supposedly and came back saying he would need to send a tech out to fix the issue. Then he began his long-winded information about no charge for a tech..."Yes I wouldn't expect there to be," I told him, "I just got your service. Why would you even mention that?" He never stopped talking but continued rambling about there could be charges... I cut him off at that saying I wanted a manager. Again back on hold.

I had now been dealing with this well over an hour. Jenny now got on and after explaining everything again including the fact I knew nothing about how the service worked but that I simply had errors on my screen, I was asked to go find the box or modem. I said, "Okay, I think I see it." I described it to her. She said to unplug the biggest cord when I told her there were 4. After much deliberation, she determined now that was not the equipment she wanted me to unplug. Told me to look for another item. I described the next one to her and, "This was the modem," she said, "Unplug its power cord." I did. Then she said to push the reset button. I asked what that looked like and was told an oval button on the side. I said there was no oval button on the side. I again told her all the information including the labels on the piece of equipment she had me messing with. She argued there was an oval button on the side.

"No," I said, "there is a small round button in front." She ignored me and told me to find the box. I asked if she meant the DVR thing in my cabinet. She said, "You have 2. One grey and one black." I said, "Yes, the grey one is in this cabinet and the black one is on another TV." She said that was the box she wanted me to remove the power cable from and reset. I did that and nothing still. So after jumping through hoops with this lady who didn't even know what equipment she wanted me to unplug, I was now told a tech would have to come out to fix my now almost 3-day old service. "When might that be?" I asked. The END OF OCTOBER! "Excuse me," I demanded, "Did you say the end of OCTOBER? I just get this service and it fails and you want me to wait over a month? Are you kidding me?"

Jenny informs me she cannot move me ahead of others so it would be the end of OCTOBER!!! I told her that was NOT acceptable and wanted an actual manager calling me back the next morning. I will not hold my breath but doubt they will be calling, especially since she never bothered to ask my number to be contacted on. So they give me service for less than 3 days and then when that service fails, I am supposed to wait for a month to have a tech come look at it. That's disgusting! Not once was I offered a credit although I have no service and supposedly will be without for the next month. I told her I would be canceling my services altogether if no call tomorrow. I can't imagine waiting that long if my internet goes down. How dare this company think they can treat people like this. It's unacceptable to say the least!

They said one way to fix it is for me to pay to them to install a wireless keypad. The other way is for me to have U-verse revert my phone service back to AT&T. I called U-verse and spoke to Mark. After checking certain things, he's having a technician come for free tomorrow between 12 & 4. At the end of the call, Mark guaranteed the problem would be fixed.

9/22 - The technician called me at 12:05pm from outside my development. The request U-verse's phone rep put in yesterday was all wrong. After asking me if I had contacted my alarm company, the technician said there's nothing he can do and I should go back to my old AT&T phone. 9/22 - I went over to the AT&T store and a rep handled the request to have my service reverted to AT&T.

9/25 Called 800-288-2020; rep said there’s no order showing; then transferred me to someone else, who advised me she does see its scheduled for Oct 6th. She then tells me since there’s no longer a bundle, I don’t qualify for a discount and therefore, my internet is now $51 a month instead of $24.95. I asked for reimbursement of $99 for the installation, which obviously was not successful. She did credit me for the $99 which will show on my next bill. Why is it they can connect me within 2 hours, but it takes 2 weeks to disconnect?

I pushed back on this a couple of times, and each time they said it was simply their policy to only speak to the person who actually clicks the "pay" button on the website. I sent my husband out and they proceeded to hard sell him on their service for 15 minutes--they had completely lied to me about what they needed to talk about, which I suspected because their story really didn't make any sense. My husband said that, in the process, they repeatedly tried to mislead him about the benefits of their service over ours (which, fortunately, he saw through completely) and when he corrected what they were saying, they flat out denied that he knew what he was talking about.

I tried to complain directly to AT&T, but I was unable to reach any customer service rep who would talk to me--the one I got a hold of would not take a complaint because she was not in the U-Verse department, but according to her, that department only answered calls during normal business hours. When I told her that I would be unable to call during those times because that's when I'm at work, she told me there was nothing she could do and no one else who could take any kind of complaint. She also denied that AT&T does any door-to-door visits of any kind.

It is Monday September 16 and I still DO NOT have HBO. This is not right! Please see conversation I had with sales representative. Please remedy this false advertising! Imagine, I have to go through all this so that a huge company like AT&T will honor their agreement with a customer. You have a contract with me. Why should I honor that when you guys will not honor your end of the bargain? I will not stop until you guys fix this. You have me for 1 year. Well I'm going to get what you promised!

I would like to thank Sophia for doing an excellent job of trying to right a wrong that was perpetrated on me on September 5, when I placed my order with AT&T. I will attach the transcript of the conversation I had with the salesperson. I was told that I would get HBO, Showtime, MSNBC and Disney channel. When the technician came to install, I had none of those channels. I showed him the transcript of the conversation and he told me call customer service. I called customer service and spoke with Sophia **. Now Sophia tried to accommodate me with an additional $10 increase to my original bill which would now be $85 + tax. Originally, I was told it would be $75 + tax and it would include the $10 for HD, as well as HBO, Showtime, MSNBC and Disney. Sophia said my bill would now be $85 + tax, and I would get all those channels with HBO being a promo for 1 year. I got the other channels except HBO. I would still like to have HBO turned on.

Sophia saved a customer for AT&T. I do not have a good experience with AT&T. She offered me a deal I was not too happy with, but I could work with. Sophia should be commended for her understanding and customer service and her ability to try to right the wrong and compromise. Tim the technician did an awesome job. I give him a 10 out of 10! I am still waiting for AT&T to right this wrong!

I would still like to have HBO added to my channel lineup. Now if this cannot be remedied, I would like to cancel my order. If this is not remedied by the next business day, I will take my complaint to the Better Business Bureau, consumer reporters for my TV and newspaper, the Attorney General and the Franchising Authority, highlighting your VERY bad business practices. This is not right and it's not fair to the consumer. You cannot sell me on one thing and then do something completely different. I have the transcript that I will forward in another email. This practice is fraud, and false advertising.

When I called back, I spoke with a different sales person. They looked up the account information, which the first sales person entered, and offered me a better deal. She said I could buy the modem for $99.00 and not pay the rental fee, and she would waive the $99.00 installation charge. This sounded even better. I then told her I wanted to set up an appointment for next week. She said I couldn't set up an appointment, until Earthlink disconnected me. I explained the other salesman said I could, all I would have to do is give him the cancellation number and date. She then told me that was incorrect, they could not do any work until it is disconnected. I then replied that the date of cancellation is September 27th, so I would like to set up an appointment for the morning of the 28th. She responded by telling me I could not set up the appointment until the 28th. I asked her how long it would take to get service. She said 5-7 days. I explained I cannot be without a computer for a week, as I need it for multiple business purposes at home. She said "Sorry, that's our policy."

Why didn't they tell me the truth before I cancelled my other service? I put in a call to the office of the president of AT&T this morning. I got an answering machine, and left a message requesting a callback as soon as possible to resolve this issue. I've not heard back as of this writing. If I don't receive a call by the end of today, I will be filing a complaint with the F.C.C. and the I.C.C. In the meantime, I am looking into local cable companies for my internet service.

The best thing everyone can do when these things happen, is to first of all, contact the office of the president of AT&T. His number is 1-800-848-4158. If he gets enough complaints, perhaps something will be done. If they still do not resolve your problem, file a complaint online, with the Federal Communications Commission, and with your state's Commerce Commission. This will force them to respond.

When I lived in GA, I had a small local company to DSL/phone/TV. It was much less than AT&T and I never was LIED to. When I can get out of this, and at this point I am about ready to pay the early disconnect fee and leave, I will NEVER have anything to do with these deceitful people again. Buyer beware... The service is not that great. Yes, I had a few outages with my Dish Network during really bad storms, but I wished I had them back. At least I knew I would not be stabbed in the back and I could actually depend on what they said in regards to pricing, etc.

I've had online techs tell me my connection is too far from their station to even provide the 12mbps U-verse server but then that statement in contradicted when I try to discuss going back to my old DSL connection which I'm being told is being phased out. I've had a replacement router shipped and was then chastised by the online support tech because I called a day earlier then she said I was supposed to have it activated?

But the real straw that has broken the camel’s back is the latest issues and even getting another service tech onsite. Since the new modem has not resolved the multiple daily drops I was told they would schedule yet another tech to check the lines outside - again. However they didn't have a tech appt. even available for 7 days! So after multiple failed attempts to expedite the appt. date and many, many drops and service calls - by the way I know have a direct number to tier 2 tech support with a passcode good for 30 days - I accepted the fact that I would have to deal with the problem and set the apt for yesterday, Sept 5th, for a tech to stop anytime between 8am and 8pm.

How is it acceptable that I'll just wait around for 12 hours waiting for a tech! I had called twice yesterday with network drops and asked about the onsite tech service appt. but no one could give me any information and guess what - yep that's right they never did show! So from 8:05pm last night until after 9 we talked to support again and initially they tried to tell us the tech had been here but then later suggested they'd been looking at the wrong acct and no they had not been able to make it. So we went to bed with the promise that they would figure out why and give us a call back to tell us when we would get a tech today. Of course we did not hear back from anyone and just got a call this morning but they have not been able to get anyone scheduled to be in our area!

Anyone know an alternative to AT&T in Eastern Ohio?

One time my wife called AT&T because we could not connect to the internet. She asked upfront if there was an outage in the area. After 2 hours of troubleshooting they told her there was an outage in our area. Today I open my bill and guess what? They increased my cost by $10.00 a month. I don't think so not for this horrible service. If we had the same speed we started out with them I would have no complaint. But the service is slower and the customer service is appalling. Twice I have been told a supervisor would call me back however that has not happened.

How can AT&T continue to treat 25 plus year customers the way they do. The latest technician said they have stopped providing their cell phone numbers because so many customers call back after they leave because the problem has re-occurred. He also told me that the current router they use has been a consistent failure in the field and he hoped a new product would be released soon. AT&T has to stop overbooking their technicians and must switch to a reliable vendor for their routers. After years of being a loyal AT&T customer it's time for a change. Fool me once shame on you, fool me twice shame on me!!!

They thought nothing of leaving us without internet and TV for five days. I called again on Friday morning and was again told Monday was the soonest we could expect repairs. I asked for a supervisor and was told there were no supervisors I could be connected to, I was speaking with the only person with authority to help. I called several different AT&T numbers and finally was able to speak with someone who directed me to the AT&T retention staff.

I was connected with Belinda in Customer Retention in MICHIGAN and she worked very hard to get my issue resolved. Belinda was able to schedule a Tech for Friday evening. Kudos to Belinda. Overall the process to reach someone who could actually help was very frustrating, but once I did, it was like the AT&T of 20 years ago. Customer service was job on then and Belinda carried that to 2013 with her professional approach.

WHAT AT&T PROMISED: Nov. 2 (Friday) 510 p.m. - I called AT&T U-verse in response to the barrage of promotional ads they had been sending me. Edward, the polite gentleman I spoke with, signed me up for U-verse on our four TVs and high speed Internet service. I was told I would get Basic, Extended Basic, Local and Movie channels, the Sports Package and the Pro Internet package. I would also get one DVR and three standard receivers. Edward was very thorough and carefully repeated everything we had agreed to before placing the order. The appointment was set for Friday, Nov. 9 between 9 and 11 am. I was told that the installation could take up to four hours and that the installer would call me one hour before he arrived. I was elated, thinking I would get better service for less than what my present cable provider was charging me and I would be able to record four shows at once. I had no way of knowing about the fiasco that was to follow.

WHAT AT&T DELIVERED: Nov. 9 (Friday) 850 a.m. - Jason, the installer, called to tell me he would arrive in 10 minutes. I asked him what happened to the one hour notice I was promised but did not get a straight answer, so I decided to let it pass. Then Jason informed me that he would be connecting the service to my only land line phone number (**.) I informed Jason that number was installed and paid for by my employer (I am a full time teleworker) and I could not have the service connected to that line. Jason replied that he would have to call “Engineering” to see how they could “work around” it. Jason called me back a short time later to say that, per instructions of his manager, they were going to cancel the work order. Jason told me to call Customer Care, have the installation re-scheduled and get a new work order number. Jason would give the new work order number to his manager, who would re-schedule the installation for later the same day, after they worked it out with “Engineering.”

1101 a.m. - I spoke with “Dana **,” and received a new work order number. 1115 a.m. (approx.) - I called Jason back and gave him the new work order number. 1130 a.m. (approx.) - I received a call on the ** line from another installer, “John,” who said the new work order had been assigned to him, and he would be installing the service on the “**” line. I told John that was not possible. I gave him Jason’s number and suggested he speak directly with Jason, who could explain the situation to him far better than I could.

1 p.m. (approx.) - After waiting about 1 1/2 hours without hearing from anyone, I called Customer Care again. I waded through the menu and was put on hold for a lengthy period, before I was finally connected to an offshore call center in the Philippines. 105 pm - I spoke briefly with “Zhyren **” - I immediately requested to be transferred to a supervisor. Once again I was put on hold for several minutes. 119 pm - I spoke with “John **” - Said he was a supervisor. I briefly explained my problem to him. Both individuals were polite and well trained but difficult to understand. I also felt they could not resolve my problem so I requested to speak with someone in a call center on the (U.S.) mainland. I was put on hold again, this time for an even longer period.

201 pm - I spoke with Mark ** in a mainland call center (AZ?). I immediately requested to escalate the issue and asked to speak with a supervisor. 212 pm - I spoke with John **. I asked him when the second installer would arrive. He told me that the installation had been cancelled by the customer. I told him that I had not cancelled the installation and pressed him for more information. He finally admitted that the installation had been cancelled by John, the second installer, who never even arrived to begin the installation. John ** then promised me he would personally take ownership of the problem and make sure the installation was completed the same day. He said he would restore the work order and have a third installer assigned to it immediately. (He also said he would call me back about 5 pm to see how the installation was progressing but he never did.)

3 p.m. - The third installer, a young Brit whose name I do not recall, finally arrived (long after the original installation should have been completed.) He was very pleasant and immediately set about the task. He checked some connections, made some tests, and then informed me that the signal strength on the line coming to our home was insufficient. He said that “Engineering” would have to provide a “cleaner” signal to the house. Then he said it was “too late in the day” to get “Engineering” out to resolve the issue and I would have to re-schedule the installation. The installer said he would write an “R&I ticket” for “Engineering” and that “Engineering” would correct the problem the next day (Saturday.) I asked him how soon I could re-schedule the installation as I had already wasted the entire day. The installer said “Engineering” would contact me when the problem had been resolved and I could then re-schedule the installation.

746 p.m. - 815 p.m. - Chris ** - I told Chris I wanted to “escalate” the complaint. Chris said I should speak with “Debbie” a “Tier 2 Technical Support Supervisor. I spent another long period on “hold” waiting to speak with Debbie. Again, I got nothing except a polite, but meaningless, “I apologize for any inconvenience.” Friday phone calls = 3 hours, 30 minutes

Nov. 10 (Saturday) 130p.m. - 149 p.m. - I spoke with “Randall ** - I told him I hadn’t heard from “Engineering” as I was promised. He transferred me to “Technical Support.” 150 p.m. - Wayne ** - Was very enthusiastic about “U-Verse Service” and tried his best to be helpful. He could not assure me the problem had been corrected in the field, but remotely ran a “loop test” on my line. He said the signal strength appeared good from what he could see in his office. (I was later told by an “inside source” that the “Engineering tech” that was supposed to fix the problem with the line earlier in the day never tested it afterward and, in fact, may never have come out at all.) Wayne then told me that I had been re-scheduled (without my knowledge or consent) for a new installation on Monday, Nov. 11 between 1 and 3 p.m. Saturday phone calls = 38 minutes

Nov. 12 (Monday) Veterans’ Day holiday 1215 p.m. (approx.) - I received a call from “Ruben,” the (fourth) installer who said he would do the installation. 1 p.m. (approx.) - Ruben arrived and connected his meter to the line but found out the battery in his meter was dead. He recharged the battery for about 30 minutes while he ate lunch in his truck. 230 - 445 pm - (approx.) - Ruben poked at various wires around the house with his meter for a long time. Then he informed me that the signal strength coming into our house was at a level that could only provide HD service on two TVs or one TV and one DVR recorder simultaneously. I told Ruben that I was told the problem had been corrected. I wanted the installation completed the same day, as I had wasted too much time already. Ruben said I should call Customer Care, as the problem would have to be corrected by “Engineering” (sound familiar?)

450 - 640 pm - Jamie **; Robin ** Mgr. - Customer Care - Jamie suggested that Ruben was my best line of communication. I explained to Jamie that it was Ruben who told me to call Customer Care. I suggested it might be best if Jamie spoke directly with Ruben. I turned to hand the phone to Ruben, only to learn that he was gone! Jamie was astonished and put me on hold for several minutes while she tried to track him down. Jamie returned to the phone with the news that Ruben had left and said the customer had cancelled the installation! (Sound familiar?) I insisted that Ruben or someone be called to complete the installation. All I got in return was an apology and the excuse that, “Everyone has gone home and there’s nothing we can do!” I was told that I would have to re-schedule again for a third time!

Just then, my wife informed me that she could not get on the Internet and found a cable that Ruben had left unplugged from our modem. (I believe I was speaking with Robin at this point.) When I advised her of this, she replied that Ruben had disconnected our Internet service as part of the installation process and that, even if we reconnected the cable, our internet service would not work until I called the Installation Desk. Unfortunately, she added, the Installation Desk is closed for the evening so we wouldn’t have any Internet connection until we cancelled the installation or re-scheduled the installer to complete the installation. At that moment, my wife informed me that she had re-connected the cable and the Internet was working again. (This tells me that Robin was merely making it up as she went along and had no idea what she was talking about.) I later found that Ruben, in his haste to depart, had also left the HDMI cable disconnected from my TV! I then requested to speak with Robin’s supervisor, Elaine, who was (of course) unavailable but would call me back on Tuesday. Monday phone calls = 2 hours, 10 minutes

November 13 (Tuesday) - I received a call from Ann ** in the “Escalation Dept.” (I never did hear from Elaine as promised.) I requested to speak with someone at the Senior Management (Executive) level who has oversight responsibility of all the departments involved, as every department seemed to place the blame for the service failures on some other department. I also feel that I deserve a truthful, factual explanation from someone at the Executive level of how this many service failures could occur and what AT&T was going to do to compensate me for all the time I had wasted. Ms. ** said she would “forward” my request. To date, AT&T has not responded to my request. Tuesday phone calls = 20 minutes

SUMMARY - WHAT IT COST ME: TOTAL TIME SPENT ON PHONE CALLS = 6 HOURS, 38 MINUTES; TOTAL DAYS WASTED = THREE

I have since been told by some experienced AT&T “insiders” that: 1. While AT&T advertises that, “you can have HD TV on up to four TVs,” what they really mean is “you can have HD TV on up to four TVs” ONLY IF your line strength is perfect, something they cannot reliably offer in many areas, including northern Illinois. Although many customers in northern Illinois do not yet have fiber optic cable, which provides the optimum quality service, AT&T is aggressively selling their U-Verse service anyway and connecting it to customers’ existing wire phone lines which provide substandard performance for HD and Internet service. Several experienced AT&T techs I’ve spoken with privately have said the system is unreliable and “trouble-prone.” Further, AT&T is charging those customers the same rate (for the often sub-standard service) as those customers who are connected to fiber optic lines. 2. My outside line should have been checked for quality prior to the arrival of the installer. 3. Installers routinely abandon difficult installations and report that the customer had cancelled the installation. Installers are not reprimanded or disciplined for doing this.

To date, I have received nothing from AT&T but excuses and the standard, well-worn “we apologize for any inconvenience.” The only communications I received from AT&T were endless “robo-calls” and emails encouraging me to re-schedule the installation. On Nov. 20, I returned a call, just to tell them I was not interested in U-Verse due to the numerous problems I had experienced. I was repeatedly assured by “Sid **” (who was in a call center in India!) that everything would go flawlessly the next time. However, “Sid” was unable to confirm that the initial problem had been resolved. It was obvious he was just there to schedule installations and promote U-Verse as he had been trained to do.

Based upon my recent experience with AT&T, I have concluded that AT&T promises a lot more than they can reliably deliver, and they are indifferent to customer complaints. My advice is to THINK TWICE before ordering AT&T U-verse. If anyone at AT&T cares to follow up, (which I doubt) the account number was **. The work order number was **.

I BUY a NEW laptop with i5 Core, lots of RAM, etc. NO DIFFERENCE! In fact, OLD laptop and new perform the SAME! S-L-O-W. FINALLY, while on phone with my new Laptop support, a Speed Test is run on my DSL. And he tells me no wonder. It's not my new laptop...it's a choked-up low speed DSL provider. My DSL costs have gone up and up and up...and the speed down and down and down. So... now I have a NEW $110 router (I did NOT need) I am stuck with and if I stay with AT&T, I will have to pay over $50 to increase the speed and from everything I have read, the so-called 6 Mbps (see...am learning now!) rarely attains that speed. In fact, it seems AT&T gets away with providing MUCH less speed for increased charges. For the same $50 a month, I can get Comcast 25 Mbps Cable....and use this Gateway router as a doorstop... sigh. And, thankfully my cell service is not with AT&T! That must be even worse!

Now 11 days later, we have no TV, no phone and no internet because there has been no U-verse installation. I have placed numerous calls and talked to about 15 people and no one can tell me what's happened or when we will have U-verse, if ever. I am so disappointed in AT&T. When they initially came out to install U-verse, they had to change all the cable wires inside our home from the current satellite carrier we had. They disconnected our telephone and internet. When I asked if they could connect us back up to the old carrier, they said they did not know how. Now, my husband is legally blind and my sister who lives with us is a special needs person. They have no way to communicate with me while I am at work if there is an emergency. I just want to say shame on you AT&T Support Team. If nothing occurs by Monday, I will have to contact my old carrier and pay a fee to have them come back out to reconnect everything we had before U-verse. I am sad and very disappointed in AT&T services.

I have lost at least 7hrs of work so far taking off to meet my supposed appointments that never happened and several hours on the phone (mostly on hold) trying to get someone... anyone that seems so want to help. It is beyond frustrating and frankly criminal that they can get away with treating people like this!! And I still don't have my service and no one to help me. Maybe the easy thing is just to go to Comcast or satellite, but why should I have to? I actually like the AT&T product. I need help!

In essence, they terminated my service BUT not my BILLING by REFUSING to move service to my new address. A contract has TWO PARTIES, one provides a service or product, the other receives the service or product and pays for it. AT&T is in BREACH of contract. I know the agent I was on the phone with was going back and forth between me and his supervisor who was cheering him on to get me to pay an ETF. What dirty rotten customer service. I filed a complaint with the FCC and now I'm here. I explained the situation clearly to the agent and all he did was put me on hold and try to wear me down to the point where I would surrender to their TROLL at the bridge, pay ETF to leave AT&T Hell. But I refused to bow down to their stupid little games. That last phone call lasted 51 MINUTES of my life. I am going to cancel my AT&T cell phone service too. No contract there, so that should go smoother than this UVERSE sham. I determined years ago that this is the "RIP YOU OFF, ** Economy." BOYCOTT AT&T. They deserve neither a trust nor a dime from anyone.

I quickly cancelled the service by phone, as I now felt they did not know what they were doing and probably would not be a satisfactory service for me. I continue to be billed the $150.00 deposit and connection charges, etc., for a service I do not have and have never had. The installation address in question is ** Akron, OH 44310, phone: **.

I called and used the number they set up for me to get service. Once again, I agreed to switch and made an appointment. They again called the next day and said service was not available. I called to complain and they sent me to a consumer help desk, which never answered in five minutes. I hung up. They have called my cell phone every day for the past week and a half saying I should contact them immediately. I've talked to them twice and even set up a customer file document to verify that I was not going to have the scheduled appointment on July 8th. The only day I have not received a phone call is July 4th.

I received a call today and so I called them back, and after going through the verification process again, they said I would have to talk to customer service to cancel the appointment. I have already talked to customer service when they set up my case file so I hung up after I told her that I would not be calling them again. It is very poor business when they cannot coordinate their services any better and harass their customers.

I told them I should not be forced to switch to U-verse; they needed to fix the problem. That was **. Well, finally after continuous calls, continuous servicemen out... I let these dumb ** convince me to switch. I get my first bill; it was $300. Boy was I really pissed now. They had a credit card coming in to pay some of the bill. But after 2 months, I still hadn't received it. Needless to say, I couldn't afford this bill. I only paid the regular amount & they cut me off. Now, I'm really ** furious. I threaten to get a lawyer & sue their **.

I felt forced to switch to U-verse because they wouldn't correct a darn problem with DSL. Well, finally after about 20 calls cussing pissed - you name it - I finally got an agent who turned me back on & rushed the credit. He cleared my account to zero balance. I was without internet for a whole week when they shut me off refusing to pay that darn 300 bucks. I just kept calling & blowing up. I had to repeat my damn story 50 times. Now needless to say, I have U-verse internet & it's no damn better. It does the same thing & it's not my computer because I have 3 in my house. One of them is brand new & my husband blew up because while he was trying to do our bills & banking online on the new computer, he kept getting cut off. By the way, about 5 weeks ago, I received a letter in the mail saying there was a lawsuit against AT&T for them selling high speed that isn't high speed. It was sent out to consumer... for us to join this class action lawsuit. I think I will. AT&T needs to straighten up or ship out.

Why didn't he transfer me first? Why didn't he tell me he could not cancel my account? Now it is after business hours and I will need to call tomorrow. I am disappointed at this service and will definitely reconsider before I sign up for any other AT&T service.

AT&T says I'm at the end of the wire, which is BS. In the last year, my download speed went from 0.68mbps to 0.49mbps. The promotion speed is "Up to 1.5mbps." How can this be justified as an honest delivery of service? I am being ripped off, plain and simple.

Once there, he was noticeably confused about the kind of services I needed installed. He asked me several times what was being installed, and what equipment I had on hand. He was not sure if he had the equipment he needed for the installation. That immediately struck me as very strange, unprofessional and careless, but it wasn't unexpected for an installation technician. He then spent about two hours moving furniture around in my apartment and testing the phone jacks to find what he said was the one that would work with AT&T service. That one was in my bedroom, behind my dresser, which he moved and tested extensively and suggested I move my television into my bedroom so that he could hook it up there. I didn't understand why that was necessary, why he couldn't work with any of the four other phone jacks in my apartment, and why he was testing the phone jacks before he'd installed the service.

I don't know if that's standard or not, but he never explained anything he was doing to me, even though he demanded extensive involvement from me and asked me questions to which, as the professional, I would have expected him to know the answers. After nearly four hours of apparently running around my building, attempting to get into some sort of maintenance room with the building's cable box (which was apparently locked), and allegedly attempting to hook up my service, he returned to announce that without access to the maintenance room, there was nothing he could do to start my services and left. Before he left, he had me call my off-site maintenance company to request a work order for someone from the company to come to my building and let him in. He told me this was my issue, and I should have contacted the building to get access to anything he needed to install my service.

I told him that I've had AT&T install internet and cable at several other apartments, and they always contacted the site and made arrangements, if necessary, but that had never been necessary before. Without AT&T giving me that information, there was no way I would have been able to anticipate what he needed to install the service. He told me there was no customer service number or a number for his supervisor that he could contact. When I called to reschedule my appointment, the customer service representative told me that AT&T technicians in the area have keys to the utility rooms in major buildings (including mine) and should be able to request them in advance of the installation. But she rescheduled my appointment for Monday morning at 8 am. On Monday, I didn't hear from AT&T until 10:30, by which time I'd already left for work and had my mother, who is an elementary school teacher and was able to take the morning off (I wasn't, with such short notice) to wait for the technician. I gave him her phone number and told him to contact her, but he continued to text me while I was at work about the particulars of my order.

Apparently, he had looked at the wrong address, my old address, from where he was supposed to be transferring the service, and refused to go to my new address and install service there until he completely resubmitted an order for the THIRD time. Over two hours later, no technician had come to my apartment, my mom had taken the morning off completely in vain, and we had heard nothing else from the technician. I am required, for my job, to be able to receive and respond to emails after work hours. I'm expected to be able to work from home if necessary. So, although not having internet for a month is no huge hardship, it does affect my job performance; so does being expected to leave work at the drop of a hat to deal with AT&T's incompetencies. I don't think AT&T understand the effect the unprofessionalism and incompetence of their installation technicians has on their customers' jobs.

I don't know what AT&T recommends for people with inflexible work schedules, or if there is some other way to be requesting and dealing with these services, but I was offended by the extent to which they pretended my time meant nothing to them. Not only that, but I sacrificed a vacation day and received a reprimand at work for chasing after AT&T instead of doing my job. I don't know why I stick with AT&T after all of this, but I suppose it's because I don't really believe the service will be any better anywhere else.

Well, needless to say, the tech never came so I had to wait a whole week before I could get my service back. That put my job and a patient's life in jeopardy. I would like to be compensated for this inconvenience!!! So when the tech came a week later, DirecTV or AT&T did some updates, but I DID NOT receive it, nor was I notified, so the rep just unplugged the phone line from the DirecTV box and my service worked then. Wow!!!

On May 22nd, I called the rewards department but they had nothing on file for a gift card. I was transferred back to customer service to clear up the issue, where I spoke with Hanna, who advised me that the gift card would be mailed immediately. I called again last week, and again they advised me that there was no note of it. I am tired of dealing with AT&T. I have in writing, on my bill, that I was supposed to be eligible for a $200 gift card on May 22nd.

After waiting 35 minutes, a sales rep came to ask me how he could help me. I asked him for a new modem. He went and brought a new modem and then he told me, "This will cost you 107 dollars." I told him, "Why? Customer Service told me it costs 7-8 dollars." He said, "We do not carry this type of modem in the store and they have to mail it for you." So I left the store and at the Dollar I saw the same sales rep, the one who I met when I entered the store. I told him, "How come the customer service told me it costs 7- 8 dollars and here they are asking for 107?" He said, "This is the first time I heard that it costs 7 to 8 dollars."

I told him, "Does this mean I am a liar?" He said, "I did not say that." I told him, "You just said this is the first time you heard that, which mean I am a liar and telling you it costs 7-8 dollars." Suddenly he said, "You need to go home." I left him and start walking then he said, "You are retarded." I went back to him and I told him now, "You are retarded and you're supposed to represent your company in a better way." He starts saying, "You need to go home, and do not bring this (** here)."

I wonder how AT&T is hiring someone using this language with customers. Is this the kind of business AT&T is running nationwide? Is this the moral and principle? Is this business ethics?

I now highly suspect AT&T of using some fraudulent business practices to get current DSL subscribers to upgrade (if you can call it that) to a Uverse contract. During the evening hours, they are intentionally lowering bandwidth to unusable levels. And when the DSL subscriber calls to remedy the problem, they are being told that there is an overload with the non-fiber optic system and Uverse is the only solution.

Ten minutes later, a Mexican guy tried to help me. ** stepped up and told him to go away and help other customers. He argued with me for another 5 minutes. I told him, “By this time, you would have sold me the box.” He did not care. I told him I will make a formal complaint and he told me that the store manager was his best friend, he will not believe me. After all, he was rude. He made fun of my English and discriminated me. He gave me the wrong item, a Netgear 7550. I will never go back to the store and will tell all my friends not to buy from AT&T unless he apologizes to me.

I have my cell phone, TV, and Internet all with ATT U-Verse and have tried for a year - without success - to get one combined bill. Instead, I get 3 different bills. When I compare these bills to the online statements, the figures never, ever, ever match up!! To make matters worse, AFTER I make payments, I get dunning phone calls from ATT, telling me that my payments are overdue and that they will cut off my services.

I signed up for paperless statements, and instead, I get tons of paper statements, and I check my statements online. Nothing ever makes sense! You don't have to be an accounting major to be able to figure out that $212.92 + $133.97 + 92.33 do NOT equal $505.73!! (Those figures should add up to $439.22) I don't understand how services that are supposed to cost $129 + $99 + $99 come up to such incredible amounts.

I do NOT use data services on my phone; I order two or three movies a month at $6 each, and I don't order extra packages or other things that rack up the charges. Yet, whenever I contact them, they tell me that they have made a mistake and that they will adjust the fees. The adjustments never come. The fees and charges never go down. No one can ever explain to me how an automated system can make such horrid errors in simple addition.

Well now, what took less than an hour to de-activate is now a nightmare to turn back on. I was on the phone for another hour trying to get the situation resolved and even then, they said they would only put in a request. It was another day before I got my service back and even then, all my DVR recordings were erased. I called up to complain again, and the lady says to not talk to her that way. I said, "Look, if you don't want me to talk to you this way, then don't screw up my account!" She then says she is trying to help me. I say, "Isn't that your job? Aren't you getting paid to help me?" So now, after everything else, the people at AT&T want me to be grateful that I am getting my service turned back on. AT&T Uverse, you are now in the same category as American Airlines.

They highly regard my 40 some years customer (now low income, disabled with lifeline basic telephone service) so they know I cannot afford U-verse at all, same as they know I can barely afford their DSL service. AT&T has ripped me off over and over even with basic phone with their cramming and adding services I don't ask for or know about, including U-verse which often I get sent to U-verse for everything including email issues. They won't stop until I have to order the outrageously priced services like I had for over a year until paid off and they disconnected me.

I called today and the rep said that AT&T is phasing out DSL to U-verse, that my neighbors who have it also must choose U-verse as DSL will not be available at this address (senior complex). I have an email saying that I was not eligible for the promo price, stopped offering the U-verse as I adamantly refused but said call to get a good price on DSL. So, seniors being a target for every kind of scam, rip-off and marketing scam for high priced services are what is obviously going on with the latest new oldest trick in the AT&T book which is to force us into the service AT&T will allow us to have.

It's the lousiest service company in the world, and I have always had no choice except AT&T, SBC, Pacific Bell, all the same company and the same old rude, crummy service based customer care and they do to you and your services anything they choose, which is not deliver services that are supposed to be but bad service, different service and continued outages whether it's DSL, DirecTV, Dish or dial up. So, though the special is available to new service orders, I am being denied. It's unfair, sneaky, and the reason other DSL offers are capped at a price the same amount for 3 Mbs of speed which isn't that either. It's a lie too.

Other speeds are also the same amount by all providers which is about 70 % lower. Price fixing and making sure people like me whose rate soars after the first year with them which is again, the same price across the board, & I'm not eligible somehow to get a new order with a promo so everybody is happy having to work with AT&T phone liners and the competing company's DSL internet service. It's real simple and we have no recourse because FCC and everybody else also answer to AT&T. What do I do?

Well, the idiot forgot to tell me about the $49 installation charge, $49 receiver charge and you are required to pay one month in advance. I told them nicely to kiss my toosh and I let them know I will be singing like a bird about the lies they tell! Well, AT&T U-verse tried to make up for this by adjusting my account from $224 to $60 and then they gave me a $150 credit on my bill. I am still mad! It's just the principles!

I am a senior, on a fixed income and they tricked me. My bill is over $200.00 a month with AT&T (about $70 to $80.00 more than what I was paying). I have called them and was told that they do not do this type of bundle any more. I was told that they could not bundle the mobile service with home services. This is not the understanding I got when I first signed nor is it in agreement with the brochure sent out by AT&T. I wish someone could help me. It really bothers me when I am tricked into doing something I cannot afford.

TLDR: Do not get yourself affiliated with AT&T! They are no good!

My father had a quadruple bypass, which was how I initially found out I had no internet service. I was not able to email family or friends with updates on his condition. I have relatives that live out of state and I cannot afford to make so many out of state phone calls. My father has had major complications and I have not been able to keep loved ones informed. Ironically AT&T was able to send me a letter threatening to charge me an extra 150 dollars if I don’t return their equipment in 10 days! They were capable of mailing me a letter demanding their equipment and threatening extra charges, but they didn’t mail me an itemized bill I asked for nor a letter telling me they were going to shut off my service. They offered no help or support to resolve the situation and were downright rude and nasty when I called them.

This past week I was evacuated from my home due to flooding. I live in Lisle, IL and we were hit so bad people needed to be rescued out of their homes. I did not get back into my home until last night and now I have an extra charge because I didn’t return their equipment in 10 days. Between my father’s bypass and being evacuated, it’s been a horrible time and it would be nice if companies could be of help instead of a hindrance. I needed my cable, especially with the flood coverage this past week! Had AT&T warned me they were going to cut my service off, then I would have tried to work this out because I needed the internet access for emailing family and friends and could have definitely used the cable and internet for info regarding the flood. I have been paying AT&T. But I wanted to see where my payments are being applied.

This was acceptable, but I told him I would not be paying the bill until I saw the credits post which, he assured me, would happen (as the file was very well documented, and the rate approved by his team leader, so he stated). Today, I got the email that my bill was ready to view and surprise! - There was no credit! I now am being billed $165.39 for April and $170.55 for May, for a total of $335.94. After an email conversation that went back and forth for several hours between AT&T rep, Michael, and I, I was told he was able to credit my account and my new balance was $322.93. Wrong again! Based on the "worst case scenario", my bill with taxes should have only been around $135/month x2 = $270. However, based on the "better deal" he provided, it should have been $125 for April and $120 for May, for a total of $245.

I am still waiting on a response on how to get this resolved. I have literally started a folder that is nearly an inch thick, full of documentation, all of the people I spoke with, a copy of my initial confirmation from AT&T, as well as the bills that will remain unpaid until they straighten out their billing. I now hear nightmares from all sorts of people on their situation with AT&T. I just wish I had heard them before I started down this 4-month road of frustration.

Let me take you back to the beginning. I first signed up for U-verse service in November 2012. The technicians came out to install and they laid a temporary cable to get me up and running until someone could come out and bury the proper one. I understand this to be a normal business practice and I was totally fine with it. However, I was told that someone would come back and install the permanent cable that week. Nobody ever came. I called back multiple times after that week and I was told someone would come out as soon as possible.

After about a month of horrible U-verse connectivity (DVR lag, Live TV lag, Scrambled DVR shows, slow Internet speeds), I called back to complain and then I was met with the most horrible customer service I have ever dealt with. No one could give me a straight answer. No one knew what was going on. I was told many different things that didn't match up. I was disconnected several times and I have a feeling a few of them were intentional, leaving me with having to start all over again with a new tech support guy, explaining my problem over and over again. I was on and off the phone with your people for 3 hours that day. Eventually they gave me a concrete date and time of when someone would come out, and lo and behold, they actually did.

This was the first thing that tech support did right, but it didn't take long for your company to screw up again. It is true that a service person did come and he hooked up a permanent cable to the service box out in the street and he did bury that cable, but he did not hook up the permanent cable to the end unit on my house for some strange and unusual reason. He just left a cut cable wrapped around the end unit box and he left the temp cable attached. I called and asked for someone to come back out and hook it up and I was assured that someone would be out as soon as possible. Another 3 months went by and no one ever came to do anything. So for 4 months I have had a temporary cable running from the end unit on my house through my back yard over the fence and across a sidewalk into the street unit. I'm sure I don't need to tell you the liability you could have incurred having your company's cable obstructing a heavy pedestrian area. What if someone had tripped on that or rode their bike across it and got into an accident? This is extremely irresponsible on the end of AT&T and you should be disappointed.

Now for my most recent problem. About 1 month ago, my U-verse service went out completely. No TV. No Internet. I called as soon as I discovered the problem and I was actually surprised by something. I didn't have to wait forever for technical support and the agent was actually very helpful and got me an appointment right away. Someone came out the next day, but he was unable to fix the problem because he had no idea what was going on. The only thing he did was cut the temp cable, leaving me with no hookup. I called back every day for about a week and I was told all sorts of "stories" about what was going on, but it was clear to me that the people in tech support were so far removed from the situation that is was like talking to a robot who had a set of programmed responses that they would just repeat over and over again. However, the whole time I kept telling them that I needed someone to come hook up a new cable, since the temporary cable had been cut and the permanent cable had most likely suffered permanent water damage from being exposed for four months.

After a week of persistence on my part, I finally demanded to speak with someone locally who may better understand my problem. I finally got to talk to someone in the United States and they were extremely helpful and she called me every day to check in and worked as quickly as possible to get my problem fixed. She had someone come out and attach another permanent cable. This was great, but it has been about another 3 weeks and no one has come out to bury that cable so it's just lying in my back yard currently.

So I ask you today, why does your company display such poor customer service? Why was I charged six months for a service when I wasn't receiving what I was paying for? (I'm sure I don't have to tell you that the temporary cable I had did not offer the full capacity of data that I was paying for.) And why till this day has no one come to bury the cable? I will be persistent with this issue and I will not stop until I am satisfied.

AT&T billing told me that there was no disconnection order for me. I still had a credit balance from a previous problem. There was no reason for a disconnection. After 2 hours of being transferred around, nobody could give me an answer for why this happened or that it happened at all. Only the technician and his supervisor knew about it. Well, they disconnected ** and hooked me back up. The tech said that I should have service in about 2 hours. That never happened, so I called the tech service to no avail. The next day, Friday, I called again and got an operator in Georgia to say that I had no connection and to find out why. They told me a story about once some in my section went to U-verse, that my service would be shut off because the copper wires were replaced by fiber optics. I would have to sign up for U-verse in order to get the service back.

So I did change to U-verse, but she told me the earliest that it would happen would be Tuesday. After an hour and a half of being on the phone with her, she took my phone number and told me her supervisor was working to get me hooked up sooner and would call me back in about an hour. Three hours later, I called back. This time I got Florida to find out and get answers. After getting transferred to a Miami branch, I started to get answers. Unfortunately, most were lies. I got rescheduled for Saturday morning. The tech came out and hooked me up. I found out that we cannot get U-verse in our section yet. We're still running on the old copper wiring. We are months or years away from getting fiber optics in our area.

How can AT&T sell something that they can't deliver? How can they just shut me off without notification? Who made the decision to disconnect me? Why didn't anybody in AT&T know about this? Why can't AT&T employees get answers? The list goes on. It's very disheartening and sad how these companies can take advantage of the public. Nobody in the company owns up to their mistakes. I use the internet for business. This means I lost two days of business and nobody cares. That's money I'll never recover.

And when I called on the 14th of March, they were supposed to take the $50 charge off, but today they say there is no record of this conversation. Funny, being as that was the same day I set up auto pay and they had that on record… Anyone else having this issue? I only have internet and a home phone with them for 3 years. I’m not happy... A total of 32 hours on the phone with them for any issue we have had... I think they should pay me for my time out!

When I called Tech Support, I was told the phone number activated in my name belongs to other customer who owed money to AT&T. I was asked to contact Sales to place another order for DSL Service. Oops, I had to make so many calls to AT&T and finally I told a good customer representative to cancel my order. He told me service was disconnected and final bill will be sent to my home address. I did not have any DSL service at all, I don't know what bill I will be getting. Please advise what I should do if get a bill from AT&T with the previous customer's dues who had the same phone as mine. AT&T sucks!

I have made numerous telephone calls with the same results each time. There was a problem with my lines, and my service is better thanks to the wonderful techs; but customer service is a joke. Did you know that they will not give you a number to call corporate? Well, I will not stop AT&T. I will continue to let everyone know about your customer service and your way of saying, “I am here to tell you what you want to hear. We do not care of your customer satisfaction. If you want any credits for your service we did not provide, oh well, we have you under contract. No, we will not let you escalate your problem to corporate because they won't care." Well AT&T, I do have a voice and fingers; and I promise that they will do the talking.

I called this morning and the computer stated the appointment was for April 2, 2013 and I had already taken off work and was waiting today. I called Customer Support and spoke with a person who found the notes from the original specialist and said they would be here from 11 to 1. I asked if I could upgrade the service, she said, "Hold on," and we were disconnected. I called back and spoke to another specialist who couldn't find the changes and said the earliest date was on March 28, 2013. I asked to speak to a supervisor and they told me that he would call me back in an hour.

Now I have spoken to a supervisor who told me he found the notes scheduling the appointment for March 22, 2013 but that person didn't confirm the appointment so it didn't go through. How was I supposed to know the specialist didn't do his job? Now I have a new appointment because they have to clear the number and I don't know if they will show up on that date as well. I don't want an attorney to contact me, I am an attorney and I am very angry that this company who has outsourced their customer support service can't give a specific date and abide by it. If I had known I would have these problems, I would not have switched.

Nobody called. Apparently, AT&T doesn't believe that my time is valuable. There are five hours of my life I'll never get back, and this disrupted my family's evening as well. Now I have another "appointment" for tomorrow morning. If these morons don't show up early in the four-hour window, my next call will be to Time Warner, Dish Network, DirecTV, or any of the other many competitors I can switch to. AT&T has a great product in Uverse, yet they're still pulling the same ** customer service bad-behaviors they had back when "Ma Bell" was a monopoly. In the mean time, it took my browser several minutes to open this website so I could post this, as my "broadband" Internet connection slowly pulled the website up.

As consumers, we have a choice and I have started seriously considering other options. I would seriously advise any of you reading this to really think about how important customer service is to you when choosing your cable/internet/phone provider.

I called AT&T customer service and a not-so-techie tech told me the 802.11g router was Uverse, as if that is the best. 802.11N is significantly faster and has more range so I don't understand why they are using G. Then she told me to move my computers closer to the hot spot. Move our office? Finally, I can go get a range extender for $50. I hardwired a laptop direct to the router to see that blazing speed potential of the Uverse and it was not even a little faster. So I can spend $50 to get the slow service to work 60 feet away. Now, I have a 1-year contract. Buyers beware!

Anyway, when I called about this concern, I got the runaround like they didn't even care. But I bet you, if AT&T came into their house and installed bad wiring and a fire started, they would be singing another tune. Shame on all of you at AT&T. How dare they put lives on the line to make a fast buck. People, there are more than one internet provider out there. Do not use AT&T. They only care about their own self and how many customers they can get to join. No one seems to care about how bad the wiring is. Wow! What a law suit. Shame on you, Michael **, for brushing me off. Shame on you.

Thank you for all of you not helping. And people, to be on the safe side, record all you conversations because they don't. Karen who works with Michael told me sometimes they do, and sometimes they don't record your conversation. It can be their word against yours. Shame on you again, AT&T. Shame on all of you. I don't need your attorney, I can get my own. Thank you very much. Once again, shame on you AT&T. People, please beware! This can save your life. I posted a picture of the wiring; if you can't see it, blame AT&T. Time Warner, here I come. You can have all of my business.

When I made the first payment, they charged us 2 payment fees of $5. When I finally had enough and called to complain, I reached someone not from America. He was nice and gave me a credit of $149. I did not ask for this credit and was shocked that he gave it to me. When the next bill arrived, no credit. I called to find out where my credit was and got nowhere. This company is ripping people off and should not be allowed to treat customers this way. I will be shopping around for another provider. AT&T is not a good company any longer. They stopped caring about the customer and started caring only on the profits.

On Monday, I talked with Marilyn. I was on hold 18 min. All they had to do was tell me what was owed and when! Ashley finally answered with IVR saying pay online. It was very exasperating since they cut off my online access. I have to go through the queue hell in order to get a real person. I thought it was because they had talented agents. I really wanted access to see if I had paid them through a second source of funds. Now I had no way of doing this and it was quite frustrating. Mr ** was one who gave me an especially hard time. He was the one who I think placed the cancel order or I had at least talked about canceling due to his haranguing me.

I spoke with one woman who seemed to have a grasp of what was happening and we got disconnected. She never called me back. This time, I drove to Tittabawassie branch and deposited $220 cash. At this time, I still knew nothing of any lasting suspension. I was still of the impression that a couple of hundred would release any hold since my total monthly bill was only 400 bucks. No one told me my account was suspended or especially cancelled. The last bill I saw was $270 due February 20th. So this whole suspension/cancellation came out of nowhere for me.

On Tuesday, I found out through my son, Henry, telling me that I had better call in by 6 pm and mention Retention or Restoral. I did mention that to Jamie but she said she could do it. I called U-verse support after work at 5:37. Had I known any of this, I could have stopped at the office and paid on the spot since only my son had told me this. I talked to Jamie and she was very nice and persuaded me not to ask for a supervisor until she had a chance to fix my issue. I told her how I heard of a cancellation that a Uverse employee had placed and how upset I was and how it was so unfair. She did not find the correct kind of suspension until later in the call; i.e.,she missed getting me to the right group and now it was after 6 and they were gone, but maybe if I paid the past due balance of $150, she could get me turned back on. I gave her my debit card. I waited while she debited my account the $150 (actually, she told me $150 but the charge came through as $158+).

She put me on hold many times and would come back with she was talking with this group or waiting on this other group to restore services. Then she changed and started saying the account is cancelled and that I will have to pack up my routers, etc. and mail them back and they were worth hundreds of dollars each so I should be careful. I should mail them to an address she would give me. They will be charging me 40 dollars for this. If I want a new connection, I will have to order it and a sales person will be calling me at work tomorrow. This was all the while a check for $450 clears today.

I told her that was unacceptable. I don't take inbound calls and what would make them think after this that I would like to reconnect with them. We were working through my issue; I thought by paying and being reinstated, that would end the issue. No, there were more stories to come out of AT&T. At 6:36, she kindly told me that she had to leave for the night and I would have to ship back all of their equipment or be charged $200 per router.

I drove to the store where I purchased almost $1,400+ worth of iPhones and spent $5,000 last year with them. I talked with Gary ** , a nice guy. I took him outside and told him I have called in 10 times and gotten 4 different stories, how their support staff doesn't have current information and often mislead the caller. There is a story where an agent told Henry the account was cancelled by another agent at my behest. I did no such thing That was when they pushed it through because once it is cancelled, the notes have to be court ordered to be seen and I will be precluded from facing my accuser and my slights will be pushed under the carpet like last week's dirt.

They are so two faced. Gary said he had a special phone that can get things done. He came back and told me it is discoed and If I cancel all services, there will be over 500 dollars in early cancel fees. Now with all my payments on a cancelled account, it will be impossible to fit info on who said and did what.

I see this is predatory usury rates, unfair billing practices, switch and bait. I would like to join a group of people interested in righting the billing procedure wrongs that they promulgate to better their bottom line. AT&T knows they do this; they know how and when to do the overages by using lies and deception. I want my phones released with no charges to me or my sons, no salespeople will call on me, no negative billing stories or reports, internal or external. If you do, you will be subject to $5,000 fine. I would like this letter read to every employee my family came into contact with the last two days. No employee should be disciplined except for the person who entered the wrong order.

I need to get the tapes from two weeks ago and the last 3 days if we have to. I'm so slighted I have it all packed up ready for a shipping address.

Update: I just received another bill for $283 to be paid by the 20th of February or they will shut me off. Their equipment goes back Monday. I'll see a lawyer again and won't even go in any of their stores.

At the end of his work, he said the phone service would not come back on. He didn't know why and said he called his supervisor, who also did not know what to do. He said I'd have to call my phone company (my problem now), so I had to use my emergency cell phone costing 25 cents a minute to do so. Later that evening, I went up to use the other TV and the remote did not work. I then was so mad I tried to use the customer support live chat online. It stopped working after a couple of minutes, so I never got the responses I needed (did the guy get up and leave?). Therefore, I had no way to contact AT&T and used my costly cell phone the next day.

The supervisor I spoke with said she could not remove my $49 installation fee even after what I went through, just a $3 credit a day for no phone. I had to yell at her to get a technician out here the same day, not wait for when they could get one out at their convenience. The technician they sent out did give me a new remote, but didn't know how to fix the phone. Another AT&T guy came later, who was probably sent after my phone company called them. He did get my service turned back on and did not know why the installation guy turned it off in the first place. I am counting the days before I go back to Time Warner cable. I guess I will stick out the year with AT&T to get the savings.