AT&T Internet Reviews

Having been burned before by this bait and switch tactic, I asked to speak to her supervisor. When this supposed supervisor came on the line, he was just as nasty as the previous tech. I finally was told by this person that I could talk to the manager but he would not be in until noon. Well it's 7pm and I'm still waiting! I seriously doubt that anyone will call me. My finger is on the cable option and I think AT&T will be shown the door. Bye bye, AT&T TV, internet and phone service.

It is now 6 months down the road, and they said it was past time to get it. Then the Supervisor told the agent that she'd try to get us a $200 Visa card, but couldn't do the $400 card because we were already getting a discount. Oddly, this is the same discount we signed up for originally. AT&T never mentioned that any discount would affect our getting a $400 Visa card. This is false advertising, lousy equipment, unacceptable service. Could there be any better reason for me to complain about AT&T U-Verse?

I had DSL with AT&T. I was told I would get a credit when I shipped the DSL modem back, I would get a gift card, I would get a 12 month introductory rate. I asked what the rate would be after 12 months and I was told it would be what I was currently paying for DSL. Now, I seriously doubt that is true. Anyway, it turns out there is no credit. I don't ship the modem back to them because I own it. I had to upgrade my security system (there was fine print that says the monitored home security system may be impacted, so AT&T knows this. They just don't mention it upfront. There was money involved there). And the gift card? It turns out that is to pay for the new modem, not a real gift as such. And the gift card will arrive in 60 to 90 days, much later than the bill for the modem, I'm sure.

I have a sinking feeling that the nightmare has just begun. Oh, and at one point I was told that Radio Shack would buy my old modem. Guess what? When I called Radio Shack to find out how much they would pay, I was told that was totally false. They have never been part of a modem buyback for AT&T. When I talked to AT&T the last time, I said there appears to be serious training issues with all the wrong and conflicting information being given out. I was told that the people read from a script, so I guess they are not required to really know what they are talking about. And it shows!

When I called first time and they corrected the issue, I lost all my DVR recording. I waited with them for 30-40mins. I had the same issue and when I called their customer service, they couldn't correct the issue so they scheduled a technician to come at my home three days after between 12-4 pm PST. I didn't trust AT&T so I called AT&T by 3:50pm and Val (agent ID#**) from retention department and Chris (agent ID#**) from CS told me that they are into some network issue and correcting the same so technician wouldn't be coming today. I haven't watched TV now for 3 days. Such a pathetic service and lie from them. I seriously don't believe how they are surviving their business with such bad customer service.

The Uverse doesn't seem worth the value as advertised. I should've stayed with my local cable company as my bill was much cheaper without the Uverse! Furthermore, when I tried to discuss this with a customer service rep, I kept being put on hold. The second time, I was on hold for about half an hour and no one came back to the phone. This will be the first time in 7 years where I may have to make payment arrangements for my account. I feel after being on time for all these years, I've been set up to fail.

It has been a month since my Linux server has been online. Then after talking to basic support many times, connect tech and AT&T 360, they finally told me they don't support Linux. So I said, "Ok, I want to go back to my ADSL business IPs." Then they turned my service off completely, and I'm waiting for a line tech to come and turn on my ADSL business line again. Now I have no internet at all, except for a Verizon Wireless network connection for my XP machine. I'm going with cable and VoIP. To hell with AT&T!

If the mistake was reported, it wasn't reported to Experian which is the company I use (although I specifically asked). He never called back. I am trying to rebuild my credit right now after losing a job and financial aid from school. The hard inquiry is lowering my score an estimated 32 points. I think I have been patient long enough. It should never take 6 months to get an issue like this resolved and causing my score to drop more because it is still there. I need this fixed immediately! I had AT&T years ago for internet and dropped them because of bad customer service. Honestly, the only reason I went with them again was because of the price for opening a new account with cable and internet. As a college student, dependent on financial aid, I am always looking for the best price. If I could afford another company, I would switch once again because of the horrible customer service.

This happened every month since May 2012. And every time I call them and e-mail them, they said the same thing. On December 24th, 2012, I got a collections letter on the mail for a service I never had! Now my credit is affected because of this and I don't know what to do! I have copies of the e-mails and time records for the phone calls. I went to see a lawyer but it is too expensive for me. What do I do? Please help! The service is under my mom's name (Aydee **) but I'm handling this together with her.

When I enter a passcode to unlock a show, it asks me whether I want to unlock it! If I entered the code, why wouldn't I want to unlock it? Other DVRs allow you to play video at 1.3x so you can listen to the dialog and play the video faster. I like that for the boring parts. Dish provided better rating info, telling me why movies were rated the way there are. AT&T provides little info and that comes in three slow parts unless you hit another button. RF remote has limited range. If my email wasn't already listed in hundreds of places, I'd move everything to cable.

After receiving my bill, AT&T never disclosed that I would be charged for the modem activation fee. In the event of this, AT&T disrupted my services for non-payment of modem and activation fee. Because I needed the online services, I had to pay $136 to restore services. I felt that AT&T was unfair and unjust. I wish to be made whole for my loss and three months of complimentary services and the remaining services for $14.99 as advertised.

The installers and technicians that arrive are great. But the first one has to call a second tech because the problem is outside or inside and they only work on specific problems. Now, at 9:30 pm, I'm waiting for a tech with a bucket truck. This is after being without Internet and TV service for 3 days and rearranging my day to be home at 4 for the first technician who never even needed to gain access to the inside. According to the phone rep, our modem needed replacing. I wouldn't be at all surprised if it’s the modem after the wasted hours and effort. The customer service over the phone is aggravating and time-consuming. You stay on line while they diagnose the issue, but it's never actually the issue. Their system and service is so annoyingly dumb and time-consuming. I will be eliminating AT&T completely!

At this point, I was feeling happy. Then today (approximately 1 week later), I have no service at all - no phone, no internet. I called on my cell phone. It appeared the problem was with the back-up battery. The tech person said he would send a service person and the charge would be $99. When I objected, he said he would refer me to the manufacturer of the battery. I objected. It took almost 40 minutes on hold before he connected me with a supervisor who agreed with me that AT&T should take responsibility and they would schedule a service call, no charge. She also agreed to expedite the service call for a time I could be home since I had plans for the evening.

Right now, the battery is working again (who knows why) but the service call has not happened. It seems it didn't get expedited so, even though I spent the afternoon at home waiting for AT&T, I will get to spend another 4 hours waiting for the service call tomorrow. Oh, before I could get to the part where they rescheduled the service call, I had to get past another AT&T employee who maintained that the battery is my problem and I should contact the manufacturer. AT&T claims they have a 30-day warranty. They tell this to the customers. Too bad they don't tell the employees. U-verse works when it works. Dealing with AT&T is highly unpredictable. Some of the staff are very helpful but most of the first line folks don't know enough and they get angry when you ask for a supervisor. All in all, I have spent way too much time on hold with AT&T.

My recent problems started on July 12 when I called because I noticed there were charges on my cell phone bill that I felt shouldn't have been there. It looks like that problem was corrected properly. However, that call started the rest of my problems. While I was on the phone getting the cell phone problem corrected, the lady told me the DSL service I had was going to be replaced by U-Verse Internet service and I could switch now without any of the charges that I would have to pay later when the DSL service was discontinued. Since it was only a few dollars a month more for the U-Verse Internet service, I went ahead and ordered it. The lady said the Gateway would be delivered on July 17 and the service would be activated so I could do a self-install after 8 pm on July 17.

On July 18, I hadn't received anything so I called about the order and I was told the order I placed on July 12 did not close out correctly. At that time, the order was closed out and I was told I would receive the Gateway on July 23 and the service would be activated so I could install it after 8 pm. I also received an email that said I could link my U-Verse account to my AT&T online access ID to check on the order status. On July 23, I tried linking my U-Verse account to an AT&T online access ID, but it wouldn't work so I called to find out why. According to the lady I talked to, I couldn't link it to my online access ID until after the service was activated (even though the email said I could). Then, she asked why I didn't upgrade my phone to U-Verse when I ordered the internet service. She told me it would cost less if I did that and I would get a rebate for doing it. She also told me that I could get a combined bill for all of my services. Since she told me I could keep my same phone number, I decided to do that too.

When she tried to link my U-Verse account to my cell phone, she found that the SS# was different on the U-Verse account than the phone account even though the names were the same. According to her, the system wasn't supposed to allow that to happen. At this time, we set the order for U-Verse phone service install for July 27. Right after I hung up the phone from ordering the U-Verse phone service, a technician called about installing the U-Verse Internet connection. He told me I should be able to go ahead and install the internet service even though I had ordered the U-Verse phone service for July 27. I waited until 8 pm and tried to install the U-Verse internet on my computer like the instructions said I could. However, it wouldn't work so I called tech support to see what the problem was. They told me it wasn't scheduled to be activated until July 27 with the U-Verse phone service. They also told me they couldn't change the activation date but I could call and cancel the U-Verse phone service in the morning and then they could activate the internet service. When I told them I wanted to cancel everything and go back to DSL, they said that wasn't possible.

On July 24, I called and canceled my U-Verse phone service and the tech support area was able to activate my U-Verse Internet service. I did the self-install and everything appeared to be working. Not long after this, a technician called and said he was scheduled to come out and install the U-Verse phone and U-Verse Internet service even though I had scheduled it for July 27. I explained to him that the internet service was working and I needed the phone service scheduled on July 27 because I wasn't going to be home on July 24. Shortly after this call, I left the house and didn't return until about 4 pm. When I got home, my internet service wasn't working so I called tech support again. They ran some tests and told me it looked like I had a received a bad Gateway. At that time, they scheduled somebody to come out on July 25 to replace the Gateway.

On July 25, I called about 1:30 pm to make sure somebody was scheduled to come out to repair the Gateway and I was told there was a repair order open. I waited until 4 pm and nobody ever came out. So, I called back once again. This time they told me the repair order had been rescheduled for July 27. After trying unsuccessfully to get somebody out to repair the internet service on July 25, I gave up and decided to wait until July 27. I thought this order was for repairing the internet and installing the U-Verse phone service. On July 26, when I got home about 2 pm, I had a voicemail that said my order for U-Verse phone service using a new phone number had been expedited for July 30. I had never placed an order for U-Verse phone with a new phone number. So once again, I called. After being transferred and placed on hold a while, this person told me there would be a technician coming out to repair the internet on July 27 and another technician coming out to install the phone service on July 27. Also, he guaranteed my phone number would not change.

On July 27, when the technician came out to switch my phone service to U-Verse, she told me she needed to either move the modem to a different room or run another line to the room were the modem was located. Also, she said if I didn't get a new phone number, my phone would not be working for a couple of days. So, I cancelled the U-Verse phone service. When the technician came out to repair the internet service, he was able to put a filter on the outside line and install a new jack so I could plug both the Gateway and phone into it. He said the ideal solution would be to use the connection in the other room but this should work too. Also, he said the filters that were sent to me with the Gateway wouldn't work with U-Verse. I think selling U-Verse Internet service for self-install is a rip off because the equipment sent out was not what was needed to install the Gateway successfully. Also, it required a technician to make changes before it would work.

On July 30, I called the billing department about getting a credit for not having any internet service for five days. They gave me a $25 credit for the time the internet service was down. Also, they tried to sell me the U-Verse phone service again. However, they weren't sure it was compatible with the ADT security system I have. Since the technician already came out to convert my phone to U-Verse last week, I would have thought she would have known whether or not it was compatible with my alarm system before she came out to the house. On September 11, I set up my online access so I could pay my new combined bill online. When I looked at the bill, I found a charge of $174.67 for the U-verse phone service installation that I cancelled on July 27. Also, there was a charge of $99 for the technician coming out to get my U-Verse internet service to work even though it had worked briefly on July 24. I contacted the billing support area on September 12 and the representative (Alice **) did some research on these charges and credited my account for the two amounts.

I'm very dissatisfied with the two times I've had to deal with AT&T, previously for getting my service repaired and now for switching services. This time I was without internet service for days because of AT&T scheduling problems. Fortunately, AT&T products are reliable so I haven't needed to contact anybody for help very often. After these last two experiences, I will not be changing any services or ordering any new services from AT&T because of the unreliable people and/or systems that are used for placing and scheduling orders.

My U-verse plan expired on August 31, 2013. I called up AT&T U-verse department several times to try and see if there was another plan that they could offer similar to the one I had. I was offered an excellent plan but it was not honored as promised. As a result, I talked to several U-verse representatives and retention supervisors trying my best to solve this problem.

It was breathtaking, repeating the same information over and over again for two months and no one had an answer. They would put me on hold for several minutes and never gave me a precise answer on why my original plan was not honored. I finally talked to another supervisor in retention today and he could not explain how they gave me the discount for U-verse 300 (had U-verse 450). Therefore, he knew that I was getting upset and apologized over and over again regarding the issues I had experienced and talked about what he could do. I finally gave up and said, "I will accept your offer because I am tired of spending countless hours and manpower begging for a discount that I was promised."

To be honest, AT&T customer service is terrible and they tell lies to get your business. This is not the first time this incident has happened. When I started their plan a year ago, I spent three to four months trying to remove an overcharge of $400 from my account. When this plan expires, I am going back to DirecTV who I was with for ten years and never experienced anything like this before.

On September 5, my internet didn't work. I tried calling customer service, but they closed at 7PM. I called on the 6th. I was told someone would come out the afternoon of the 7th. On the 7th, I came home from work to find a hang tag on my door stating that there was a delay in completing my work due to "a problem in AT&T's outside network." On Sunday the 9th, an AT&T technician knocked on my door. He told me that Bright House (the local cable company) had messed up the lines in this street's connection box and that the repair required digging under the street, which required a permit from the city. "Back in the day, I could get it done today," he told me, "but the city, they like their money, so..." He thought it would be done the following week.

This began a blur of infuriating weeks where I would call AT&T's customer service asking again and again for updates. I quickly discovered the huge divide between their customer service and reality. I called every or every other day for a week, learning nothing new, until September 20, when I met a technician up my neighbor's phone pole on my way home from work. Though he told me he was not there for my issue, he looked at it for me and said he would be back. On the 21st, he left a hang tag on my door. "FYI: The section of phone cable running under the street is defective. AT&T management has to get a permit to bore under the road. I e-mailed my boss and the supervisor in charge of this area to have that done. Meanwhile: The more you complain, the more likely we will see results. Sorry for the hassle."

This man is the only AT&T employee I have glowing things to say about. But how interesting that on the 12th, a different technician told me the permit was required, and now 9 wasted days later, the same request was made again. I did my best to follow his advice and continue to complain. I made contact with John, a customer service rep, who insisted he would continuously follow up on my case and call me with updates. It was John who told me after 3 weeks without internet that in fact that this repair could take an additional 30 days. Unsurprisingly, I was furious. John assured me that I would receive no bills (I should hope not!). He gave me his employee ID number, an empty and meaningless gesture to suggest that as a customer, I had him by the short ones. But I have no way to contact him myself.

I continued calling anyway, speaking with a woman named Grace on September 26 who told me that the digging required was in fact underway and would be completed by the end of the next day. John called me the next day to admonish me for calling and archly thanking me for trusting him with my account (which came across as intimidation not to continue calling). John then told me he had been in touch with Orlando dispatch, and he relayed a message from them, perplexingly asking me if I had noticed any digging. I had seen nothing in my neighborhood, but "How do you not know if you have been digging?" I asked. At AT&T, one hand does not know what the other is doing.

Having not heard from John, I called again tonight, October 2, and spoke with a pleasant man named Travis. Travis called dispatch and returned to the line to inform me that the dig is now scheduled for October 10. He was certain that I would definitely have internet one or two days after that. After this track record, how could anyone be sure?

Here's what's bogus. It's bogus to tell someone moving to a new address that you can sell them a service that does not exist. It's bogus to tell someone that they will have their service within a week and lie the same lie week after week. It's bogus to act as though not charging me for service I'm not receiving is a grand favor. It's bogus to have to keep calling the same voice-prompt customer service number to chase down updates. It's bogus to have passive-aggressive reps insisting that they're sympathetic when they're clearly annoyed. It's bogus to pretend customer service has the remotest idea what's going on at dispatch or out in the field, and it's bogus to believe that if dispatch tells the rep the truth that the rep will pass it on to the customer. It's bogus that I haven't spoken to a single supervisor. It's bogus to pretend that they give two hoots about keeping me, a long-avowed lover of U-verse and formerly its greatest advocate as a customer. Time to start looking at Bright House. It was time 3 weeks ago.

So they come and install our equipment and it all looks nice and shiny and new, and then we started using our computers with the new internet connection. From the very start, we could see there was a problem. YouTube videos kept having to stop every few seconds and buffer, and that never happened with TWC. So I started doing speed tests. We were paying for "up to" 20mbps. No speed test registered anything above 10 (well, we got 11 on one test), but the vast majority of them were in the single digits and often it was as slow as 2.5mbps. Then our first bill came. The $79 per month came to $135 and we couldn't make heads or tails of why. You have to have a PhD in accounting to understand that jumbled mess they call a bill. We paid our second $79 monthly bill, which actually came to $105. So I just signed back up with TWC for internet and today we just cancelled U-verse, only to find out that there is a $150 early termination fee that was not disclosed to us when we signed on. I'm going to fight that charge.

My advice regarding U-verse: don't do it. Don't walk away from the salesperson, run. They lie about their service; they lie about their contract terms; they lie about their rates. From what I've read, I fully expect them to lie and say that I did not turn in my equipment and try to charge me with a fee for that as well. I'll let you know if that happens.

The third bill is still showing $29.99. More time on the phone, I burnt up a ton of minutes dealing with this mess. When I was told that $29.99 was the rate irregardless of what any agent said, I said, "Shut it down." So I got a final bill, a small credit. Everything done and I enjoyed thinking I would never have to deal with AT&T again. But wait! I just got a bill for a $135 early termination fee. I made one phone call, told the rep that: (1) I had no contract and implied it verbally or written with AT&T; (2) they could not abide and honor the agreed rate and service, so I'm well within my right to cancel it; (3) I paid for the equipment, I own it; and (4) don't harass me. AT&T will not get another cent from me.

Friends, I have never been so frustrated and angry. I should be on AT&T payroll for all the time I spent trying to get this matter right. It has been a huge fiasco. My advice: Until AT&T becomes customer service driven, don't do business with them. How the heck was I supposed to know that?

Two months after ending my DSL service, I received a letter from AT&T stating that I owed $43 and had ignored numerous attempts to contact me, threatening to send a collection agency after me. I hadn't received any contacts from them and thought it was odd because I still have an account with them and both my DSL and Uverse had auto-pay turned on. So I called the number on the letter and talked to someone who said he couldn't help, but would transfer me to someone who could. He transferred me to someone in payments who said I needed a revised final bill, but she couldn't do that and would transfer me to someone who could. I got transferred to someone who said I needed to call a different phone number. I was getting annoyed and asked to talk to a manager.

The manager's headset was broken and I could barely hear her. I explained multiple times that I needed a revised bill and that I'd gladly pay it if she could tell me the right amount to pay. She then tried to get me to pay the full amount and this is when I got extra annoyed. She finally transferred me to someone else who said they would find a rep who could help me and would call me back in 5 minutes when someone was available. They called me back, put me on hold for 5 minutes then transferred me to someone in technical support. At this point, I was beyond furious. I asked her politely (because it's not her fault) if she could please transfer me to someone in billing. She did that and he was finally able to adjust my bill and take the payment. AT&T has given me serious problems with customer service before, but this absolutely takes the cake. They are absolutely awful and if I had any other options, I would drop them in a heartbeat. It's also virtually impossible to send any kind of email or letter to them. Their website is poorly organized and the support section is ridiculous.

During all this time, I was paying both Time Warner and AT&T for internet service (I needed Time Warner internet service to get Time Warner landline service.). I told the AT&T rep that I needed to cancel the order since they were not able to get my new service hooked up. Their rep said because of their inability to fulfill their end of the contract, all fees (including early termination fees) would be waived due to customer satisfaction, specifically the 4-month wait. At that point, my final bill amount was provided and shortly thereafter paid.

Well, after one month later, I have been billed for early termination fees. I called AT&T and was told there was nothing they could do. This is not what I expected, and as early as I can, I will be switching our AT&T cell service and any other service I may have from AT&T to any other carrier. I will be paying the fee, since they did threaten to send me to collections if I didn't. But I would like to know if there is anything I can do to get a refund or a minimum and which Texas state agency I can formally file a complaint to.

On 08/10/2012, I called, as I always do, stating that I am calling to save money and that I don't use my landline. Finally, a representative told me that I did not need it to maintain other services. Wow! I was elated and upset at the same time. I was also told by this representative that I had no need for this service for years. He did state that there was an initial need for the service but that once I voice my concerns about the landline, I should have been informed that there was no need for it.

While I appreciate the conscientiousness of this representative, I am very upset to know that I could have saved $30 a month over an undetermined amount of years beyond 3 years. AT&T told me that they were very sorry for the inconvenience and initially offered me $30 credit for the previous month. I complained a little more and they offered me $49. I told them that while I would accept this initial offer of accountability, that this is a fraction of accountability.

Is this offer a claim of responsibility? It would seem that if I have been a customer for more than 10 years, they would be more considerate, especially since crediting me the full amount over the years would only mean a drop in the billion dollar bucket of AT&T profits. But I am just a customer who can cancel my service, move on, and possibly get treated this way by someone else. AT&T would not break a sweat, miss a beat, etc. - unless there are more of me out there. I don't know how to take this further but it would be nice to know that there is a legal mind out there reading some of these complaints.

In the meantime, I saw technician disconnecting and pulling wires. My land line got dead with loud buzzing noise. I called ATT back on cell phone, and technician got in the van and left. I asked them to send him back to fix whatever he did. My land line is not working now. I saw him unplug two wires. I know which ones they are because I watched him. My phone got dead when he unplugged the red one. She said they couldn’t do that! On June 8th, my equipment arrives. I shipped it back to them and box was never opened. Now over two months later, I made numerous calls with supervisors, numerous conversations and I got broken promises. I have no working land line. Comcast cannot fix it because they have no access to the line. It is in ATT's locked box and ATT is billing me for a service I never got and equipment they have long received back. I have also gotten a mark on my credit from them.

Where can I turn for help? They refused to fix the mess they made. I cannot get my land line working because they refused to send someone out to unplug the red wire! They keep billing me for the service I never got and equipment I never used. They have long gotten it back, and confirmed via their service manager Melissa the case number I have for this whole mess. I seriously need legal advice. I want to take this to court! They refused to fix the mess they have made!

On Tuesday, August 7th, I called AT&T again and this time was told a tech had been out to my house last Sunday and maybe I didn't see him. The tech had closed the ticket and had found nothing wrong. I was then asked by customer support, "Is there anything else I may help you with?" I still had no phone, TV, or internet. I asked to speak to a supervisor who said he would get me the first available appointment. He took my number and said he would call me back in five to ten minutes. I waited an hour and still no call. I then called AT&T back and was greeted by a customer support representative who asked me, "Are you calling about the appointment you have for Friday August 10th?" I informed them I made no such appointment and that I was told by a supervisor that I would have the first available appointment. She told me that was. I again asked to speak to a supervisor. This supervisor explained to me that the original tech had found a break in the line and that they were working on repairing it. The appointment for Friday is just a follow up, but I should be back up and running before that. I waited a couple of hours and then called back again and asked if there was any update regarding the line break. The customer service representative had no idea what I was talking about and that no order or ticket for any line break had been placed.

I then placed a call with corporate and was transferred to a lady who was shocked I had no service after this many days. She said she would get right on it and give me a call back letting me know when an available tech would be out. I never got a call back. I decided at this point to call a different service provider and cancel my service with AT&T. I was told if I want to cancel my service, I would need to box up all their equipment and take it over to UPS, which will ship it out free for me, but I am responsible for it until it arrives with them. After everything and not being offered any compensation, I was at the breaking point. I read over the Terms of Service agreement posted on AT&T's website regarding returning the equipment and it clearly states I must return it directly to AT&T. Not once does it say take it to UPS. I then filed a complaint against them with the Better Business Bureau.

On Wednesday August 8th, I called AT&T corporate number again and this time I was transferred to the vice-president. He finally informed me of the truth that at this time, they are in a labor dispute and no techs are available. I reminded him of his Terms of Service agreement. At this time, I am waiting for a phone call back from upper management to see if we can come to some kind of resolution. The sad truth is I was a loyal customer with them for over 2 and 1/2 years with a monthly bill of over $250. All I was asking them to do was to make an attempt to fix their equipment or at the very least over some kind of compensation. To this day, I have been offered nothing and had to ask if they would credit my bill for the time I cannot use the service. I was told that is a different department and I need to be transferred. If AT&T had just told me the truth or worked with me, I would have worked with them. On a final note, I decided to look over AT&T's own forum and saw complaint after complaint that no techs were showing up for repairs or installations. Everyone was given the same runaround as myself. When I posted the cause of the problem, AT&T banned me from their website forum.

My main complaint is that it feels like the majority of the time my DSL U-verse router model number NVG510 caps my internet speed at 2.5-3 Mbps, and it will stay this way for days on end until I get fed up with the slow speed (not enough to stream YouTube at 320p without stopping). I have to always troubleshoot it until I finally get it back up to speed, then in a few days I have to do it again after putting up with it for a week or two. I’m sick of it.

She told me that the technician did not show up (yes, I know this) and that the ticket is closed. She then asked me what time I would like to reschedule and I ask if they're actually going to show up. She replied, "Um, could you please hold on?" I asked for a supervisor, who is even less helpful and he tells me that my ticket wasn't closed and that the technician had actually showed up and called my cell. I have no record of the call (maybe it was dropped by AT&T - ha). There’s no resolution and no competent support. Let's see if the technician actually shows up.

The Wi-Fi hookup - once in a blue moon, my wife can connect on her iPad or Kindle. The Xbox, which was supposed to be hooked up and integrated into the system, was never hooked up properly. Many of the programs we record for future viewing (and which show they were recorded) cannot be retrieved for viewing. Anytime I have been fortunate enough to make contact with AT&T, we have been told more or less it was our problem to take care of. The Wi-Fi doesn't seem to be any faster to what I had before I got U-Verse. Finally, we have had the service for approximately 4 months. We are getting out of it ASAP and I'll never ever subscribe to any service AT&T provides (unless they buy out all of their competitors and there is no choice). Further, I will disown any of my children and their children if they ever sign up with AT&T.

The service rep told her that a technician would come and install it (sorry can't remember the date) and that someone needed to be home from 0800-2000 that day. My wife took off work (teacher) in order to cover the 12-hour window. Of course, the installer never materialized, nor did the gateway. I promptly called AT&T to express my dissatisfaction with their abysmal customer service and to cancel their service. AT&T told me they were sorry and that this would be no problem since I cancelled within 30 days. I thought I was done with AT&T. Imagine my surprise when I received a bill for $109.50 charging me for the internet gateway + tax that I never received.

So, for the last 6 days, I have been calling AT&T daily to attempt to force their cumbersome system to fix this mess. Their computer states that I received a gateway, and when I explain the story each time, the person it took me 45 minutes to reach states I have to return the gateway to vacate this bill, which I would gladly do with a bow if I ever received it. I have asked for the shipment confirmation/tracking number each time which AT&T for some reason claims not to have access to. The bill is due on 23 Jul 12 and all I have is a ticket ID to protect me from late fees or external collection. I have not had a minute of AT&T service, nor have I ever had any AT&T equipment in my house. I will never, ever use AT&T again for anything. I'd rather maintain a flock of carrier pigeons. I think all of us should type up bills to mail to the president of AT&T and if he doesn't pay, refer him to a collection agency. Apparently, that's all you have to do these days.

I lost a lot of my papers through the move and I cannot figure out what happened to them, so I contacted AT&T Wireless by letter about 3 months ago to ask them for a copy of the wireless payments back in April-July 2008. However, I have not received a response from them as well. I would like to get this matter resolved to figure out whether I am mistaken because I can make mistakes as well or them. I know the bill had to be paid because the cellphone would have been turned off if it was 3 months past due by either AT&T U-verse or AT&T Wireless, but it is still on except that it is now with a different number 4 years after the fact. In fact, when I moved into my new residence back in 2008, they contacted me with an offer to get high speed internet at an introductory price for a year. I was able to get AT&T U-verse high speed internet service from them because they did not service anything else but the internet at the address that I moved into.

If I was able to get the internet service from them, for which I did and I did cancel after a year and switched to Time Warner Cable and paid AT&T U-verse out on my internet service, why was I not informed of a past due balance when I spoke to a representative at AT&T U-verse to cancel my service with them? He just informed me how much my last bill would be and thanked me for being a valued customer. Now, when I talk to AT&T about their products and services and when I am interested in one, a red flag pops up with the AT&T U-verse situation. I’m sorry that my explanation has become so long, but I am confused and dissatisfied with this situation.

For the first year only, they would rip me about $274. Due to the volume of all the emails that went to my old email accounts that I could no longer retrieve because AT&T had closed them without warning, I had no other alternative than accepting their costly U-verse plan. After a trial period, however, I determined that this exorbitant plan revealed a lot of weaknesses. It has difficulties with Port Forwarding, and has no means to retrieve my old DSL old emails. The modem signal is obviously too weak, Internet connection too slow and rocky.

I spent days contacting their tech support through online chat and phone to no avail. They kept sending me around and around. No single technician had any idea about those problems. I also sent AT&T written letters on the subject by mail with no response.

I'm disabled and work online to supplement my income that is below $11,000 a year. I have a MagicJack for phone and a Roku box and Netflix for TV. I was almost making it until this ** started. Now it's going to be a constant anxiety attack as to whether I can watch a little TV at the end of the day or not, if I can leave the computer on so my phone works, if I can even talk on the phone or if everything I work online to make is now going to get eaten up by AT&T's consummate greed.

I have hated AT&T for a very long time now, but that pales to what I feel for them now: despise, detest, loathe. They all seem so lame next to what I'm feeling. What is very clear is that I cannot pay this extra money every month, so I guess it's goodbye to Netflix and watching TV. One more win for big business, handed to them on a platter by the politicians in their pockets and one more loss for consumers who apparently don't matter to anyone, anywhere, at all.

Two weeks went by and I finally heard from Sedgefield, AT&T's third party damage claim company. Upon receiving a claim number, I called AT&T and had them credit the 16 days without service and paid the remaining balance. I then asked when my service would be turned back on. They transferred me to their "reconnect" department who then demanded another $449 fee to reinstate my account. I refused as they already have $449 of my money and I am currently out almost $2k in damaged equipment! They hung up on me. I called back, they hung up on me again. I am still waiting to hear from Sedgefield regarding my equipment. AT&T canceled my account because they are more than likely going to screw me out of replacing my equipment. I would advise anyone needing cable or internet service, if you value your TV and computer, go with any other provider except AT&T.

At 3:15PM, the door rang and I thought it was the tech. It turned out to be AT&T's field manager following up on the install done on Thursday because it had taken 7 hours and he wanted to make sure it was working right. I told him that I was waiting on a tech to call and arrive to correct the botched install. He had no idea that the initial install was botched and I had gone 5 days now without phone and internet. He checked my phone, saw where the Uverse modem was put and checked the lines in the basement and outside. He immediately called his best lead tech to get over to my house right away to fix it. The manager and the lead tech were very nice and obviously mortified (the looks on their faces pretty much said it all) about how bad the install was and that the tech had left my house Thursday night knowing my phone didn't work right.

In 2 hours, the install had been corrected and the only issue I had was to bridge my DSL email over to the Uverse account. So when the manager and the lead tech left, I got on the support chat line. The first session corrected my primary ID login, but I hadn't found my DSL emails yet. So I got on the line again and after 1 1/2 hours and a lot of patience on both our parts, I got the email address linked correctly and found my DSL emails. If my issues hadn't gotten resolved by the end of Monday, I had a Motorola cable modem picked and a phone/internet bundle all picked out to go with another provider. The field manager and the lead tech were wonderful, but AT&T's phone support took an inordinate amount of time.

- Get you connected with a network tech that can tell you all 3 circuits that connect Stockton customers to the internet are almost 100% at capacity during a daytime measurement and does not seem to be able to extrapolate to an increasing usage for movie watchers after 5 pm.

Historical reminder: When DSL was first offered a 1.5 Mbps, the circuit got a lower limit of half that speed, i.e., if you were near the 3.5 mile limit, you probably got a slower speed. When higher speeds like 6 Mbps were offered, the 1/2 lower speed limit was kept. Now, the lawyers realizing that AT&T could not keep to the half speed requirement because of evening traffic have removed any mention of lower speed limit from the contract. So AT&T has opted for a legal solution when any competent company would have planned their network better. AT&T offers their own movie service when their system cannot support the required speed.

AT&T practices bait and switch. When I log on to my account or when AT&T sends me a promotion, I feel that it should be relevant to me. I had to request a supervisor to get the price apparently offered to me as a customer. I get ads for AT&T U-verse when it is not available in my area. I would switch if there were anything else offered in my area - I'm in a rural area with limited options.

Other complaints: AT&T makes changes in their system so their old Speedstream modems do not work properly and then do not tell any of their support staff that this is the problem. So you waste unnecessary time troubleshooting and wind up buying their new modem/router instead of getting a better one from another supplier. AT&T has sent wireless modem/routers for years with WEP security instead of the more secure WPA - this is criminally irresponsible. AT&T for years provided an unnecessary automated DSL connection program that interacted and damaged your computer setup (remember when EarthLink did the same thing years earlier). They knew it caused problems. There was never any argument from their support people when you referred to the program as a hostile piece of junk.

AT&T is effectively a monopoly in most areas and it is run without imagination and without regard for the customer. I also realize that occasionally the State is responsible for some of the more stupid operations (i.e., LATA charge requirements for data circuits in California had no relation to actual operating costs). So, are any of the dumber things that AT&T appears to be doing actually attributable to State regulations?

My wife called and the third person she got on the line finally helped her. This was Alexis. Our bill is now $217.00. My wife paid $75.00 like Alexis told her to, with a promise of a paper bill being sent to our house and the promise of the $100.00 gift Visa also. Alexis told my wife that she can use the Visa gift card to pay on the bill and the balance when the paper bill comes in 1 week. In the meantime, AT&T shut off the U-verse. We did not get a paper bill until after this.

We have a balance now of $185.00, not a clue of this. And we are told the Visa gift card will not be sent to us as promised. Also, we were supposed to be paying $24.95 per month for the U-verse for 6 months, and on the paper bill we finally get it is $43.00 per month. We are calling to have this uninstalled on Monday 6/5/20212 and we want AT&T to uninstall this and patch the hole in the bedroom wall. We want AT&T to come and get their equipment and fix the hole so they can't keep billing us and claiming they didn't get their equipment. They have lied so much.

I was mortified because we only had our service for maybe 2 weeks and due to the fact that the internet was a crap shoot and our telephone never worked and the channels that they promised that we would get, we didn't get, so we cancelled our service. AT&T sent us a box with a prepaid shipping label and told us to pack everything in the box and drop it off at our nearest UPS store, so we did. When you have a prepaid label, UPS does not give a receipt or they didn't in 2008.

So thinking that everything was okay because we have never received a bill stating that they did not receive the equipment or a letter stating the same or even a phone call as they had all of our information in their system, I called AT&T that very same day (4/28/12) to try to get this issue resolved. I talked to a gentleman by the name of Tyrus, who opened up a claim for me (#**) and told me that it looked like it was a system issue and that it would be cleared up in a matter of 72 hours. After giving them more than 72 hours and not hearing back from them when he said that he would contact me, I called again.

On 5/2/12, I called and talked to Marcus out of the Houston office, who told me also that it looked like a system issue and that the reason why I haven't heard back from anyone was because they needed more information to process the case and as soon as they got that, it would be zeroed out and to call back by that Friday to make sure that it was cleared out. I asked why no one had called me if they needed more information. He did not have a reason for me. On 5/8/12, giving it more time rather than calling back on Friday, I had the privilege of talking to a lady named Olga who told me that the case was still being worked and that they needed more time.

Eight days later, I called in and talked to a girl named Lola. She told me again that the account was cancelled and the balance was due. I had to tell my story again for the fifth time and it was then that I requested to talk to a supervisor and was referred to Mrs. Molina. Mrs. Molina, who was in California, told me that she saw where we had a balance due and that she needed time to work on this case and that she would get back with me because the department that handles the receivers had gone for the day so she could not talk to them. Mrs. Molina did call me back and said that they needed more time to work the case and that she would call me back. I never heard from her again.

After waiting for Mrs. Molina to call, I called again on 5/29/12 and got Damon, who is in the Wichita office and he was very nice. He told me that most likely, all of the places I was sent to had 1000s of workers taking calls and that he works in an office of about 200 and had about 5 supervisors that are about the best there is, that he would have one call me as soon as they could. So imagine my surprise and a glimmer of hope at finally clearing this matter up when I got a call from Carrie (not sure on the spelling of her name) on 5/30/12, that she had looked into my case and that they keep denying it but as of that day, the case had been reopened or opened again and under another case number, and that she could not do anything until it has been denied again.

On 6/1/12, I received a call from Carrie stating that nothing had changed in my case, but that she wanted me to know that she hadn't forgotten about me. On 6/2/12, I was opening up our mail and wouldn't you know it? There was a bill from AT&T in the amount of $837.08. The first bill for us to ever receive and that was after me contacting them. I would also like to point out that if anyone, even AT&T, was due money and it was in collections from 2008, they would have sent that to my credit report and my husband and I just recently bought a new house after living in our previous house for more than 16 years and there was nothing from AT&T on either one of our credit reports!

Anyway, I called and complained. They reduced it to $80+ saying the person who came "touched my computer" and therefore, I have to pay a service fee of $55 (I wasn't told this ahead of time when I called for help). To come back to the rebate, I called and asked about it. They said I don't qualify because I didn't bundle services. I was promised that, and as I stated, we have wireless service with AT&T for at least 6 years. I ended up paying $29.95 a month for the past 10 months and now it has finally come down to $19.95 a month since I have finished paying for the modem (if I would have known I will end up paying out of pocket for it, I would not have switched; my other internet company gave it to me for free). I am sure the price will go up in a month or so, since the "special price" is good for 12 months only.

These are not the only promises they broke. Close to two weeks ago, the AT&T work crew came to do some work on the side of my yard since their cables run over it. They trimmed tree branches and left them lying in my yard. The grounds were soft since we had a lot of rain the week before, so they dug holes in my lawn with their truck tires and ruined the lawn there. I called AT&T the day after when I discovered the mess they left behind. They gave me the run-around. I was on the phone for over 40 minutes being transferred from one person to the other, from one department to another, from one region to another.

Finally, I was able to create a ticket number (**) and was promised they'll call me, and/or take care of it the latest at 6 pm the following day. I am still waiting for the call, or for someone to call or come clean up the mess. I was told this is not how they do business. I know for sure otherwise, because this is not the first time they leave a mess in my yard. Only the last time they did it, I also wasn't home, and they saw my neighbor and asked her if we will mind them leaving the mess for us to clean. I cleaned it up, to be nice. In the process, I cut my hand really bad and ended up getting infected for a week. The branches they cut were too large for my "home- sized" cutter to cut through. Nevertheless I cleaned it up.

This time I just can't get myself to do it again. I am so irritated with them. They also leave wire cuttings in my bushes, where they have a utility box for the area and are almost here every other day. I have tried calling the number they gave me. The last time I spoke to them at 1877-734-2478 and it wasn't a working number. I tried finding help on the website, but they made it so complicated where you don't have an option to follow up on a complaint, no email address to email them either. I talked to their utility guy the other day when he was here. He said he doesn't do the tree trimming. It is someone else. I asked him for a number I can call. He said he didn't have any. I am so frustrated, please help. Thank you.

When the next rep came out a week later to correct the problems, I mentioned the low speed as well. We were paying for 12 mg and only getting somewhere between 2-5 mg. That is when the rep told us that he should not have installed the equipment in the basement, so he gave us an ACT/Link to go with the computer to help with the speed. It didn't help. AT&T also gave us 18 mg for free, hoping that would help with the connection; it didn't help at all.

I have had at least 15 techs out, and only last month did the AT&T tech reinstall the equipment upstairs to help with the speed. Since the reinstall on 6 April 2012, I have had 4 more techs to the residence; the last one was out yesterday, and I am crossing my fingers that the problem is fixed this time. One of the reps tried to charge us for the visit ($55 trip charge and wanted to change out wiring in the bedroom) and I threw a fit; they waived the fee. But I have had other billing problems with AT&T.

I called back on 6 April 2012 and spoke to a rep who said he would give us free HBO and Cinemax for three months, a locked in Internet rate of $29.95 for a year, and a $20 adjustment for the service problems. Before the $20 adjustment, this would make the bill $174.01 per month. I received my bill at the first of this month only to find that no credit was given. I was being charged for HBO and Cinemax ($26 a month), and my Internet was almost $40. So I called billing on the 22nd of May.

The rep I spoke with in billing saw the previous reps' notes and promised to adjust the bill. I logged onto my bill today only to find no adjustment. So, I called customer service this evening. I spoke to a rep named Eden this evening in customer service that refused to give us the free HBO and Cinemax, the lowered Internet rate, or the credit to the account, despite what is written in their system. Her logic is that we are not new customers, and these rates are reserved for new customers. I asked to speak to her supervisor. I was put on hold for almost 30 minutes, and finally, she came back on the line only to tell me that I still needed to hold. Eden put me back on hold and about a minute later, my call was disconnected by them (she must have hung up on me).

I called customer service back only to find out that they are not closed for the evening. Needless to say, I am furious. While AT&T's tech support has always been crap, their billing and customer service has typically been good. This rep refusing to credit my account and willfully hanging up on me was the last straw. I spent this evening filing complaint reports with the BBB of Dallas, the Attorney General of Texas, the FTC, and the FCC. I suggest you do the same because the more complaints that are filed, the more likely major corrective action will be taken against AT&T. I went through billing problems with another company, I had to get these agencies involved, and it is surprising how fast they act on issues like this.

The rep then did a line connection test and after a couple of minutes, he came back and told me that could be probable reason for the issue. He will dispatch a technician to my location to isolate and repair the issue. If the trouble is found in the AT&T facilities or equipment, there will be no charge for the technician's visit. If the problem is found inside my premises, I will be charged a $55 service charge. Any additional charges that may apply will be discussed by the technician prior to doing any work. I told him, "Yes, but you know that my security system is making a loud beeping noise because it has determined that there is no phone service? I don't want to listen to that all night, so we need an emergency dispatch tonight." He told me to wait while he checks the tech dispatch availability for tonight.

He came back and told me that there was no available tech for emergency dispatch and asked if he can go ahead and assign a tech dispatch for the next day. I told him that it was unreasonable and unacceptable and that I had called this in before and a tech was not scheduled. This may be their problem and they are trying to make it mine. I requested for a supervisor and a direct line phone number that I can call to cancel my phone service with AT&T. He said I can call someone to discuss the issue at the number 1-800-288-2020. I was connected to a supervisor named Kennith. The supervisor went ahead and reviewed the conversation I had with Peter and told me the same thing that the other rep did that the earliest tech dispatch will be for the next day. I told him, "Do you folks understand just how awful an example of customer service this is? FedEx empowers its employees to satisfy is customer, not so with AT&T?" Unfortunately, he said that that is the earliest slot they have. The last slot for the day is between 4 pm and 9 pm and half of the time has already gone through. I told him to please contact the tech to see what he has left and I'll wait while he contacted the local office.

After a while, he came back and said that he had contacted the dispatch team, but they do not have any slot open for today. I said, "Okay, what a lousy bunch of hooey! I am not willing to wait for a four-hour window. Please call them and get me into the first slot." He said that he'll mark the ticket on higher priority. I told him to make it the highest priority and please understand that this entire record is going to finds its way public. I think that all you customers or potential customer should consider looking for someone who really cares for their clients. He assured me that he had reserved the slot for tomorrow and the issue will be taken care of. I told him, "Your assurances ring a little hollow due to your inability to take care of a problem that was reported more than 24 hours ago the first time.

Wow. After approximately an hour or two, I got to speak to Anthony **. He was able to find that the modem that was less than 2 years old was not functioning and advised me to get a new modem and all would be fine. It was fine when I got a friend, who is computer savvy, to hook up the entire wireless system again, only to be told that I don't have a DSL account. And then this afternoon, April 30, when I was told by the rep here that they were probably trying to get me to upgrade to U-verse, is the icing on the cake. Why didn't you, AT&T, show I have a DSL line? Why do we automatically get U-verse and have to be pushed around for hours for DSL? Why doesn't the local office here know who the hell the CEO is and his address in Dallas? And how do we get this absolute horror fixed?

I for one, having been with AT&T for years and having had my dad and sister work for you for years, cannot believe the crappy service I was given. Now I know why so many of my friends and business associates are going elsewhere. When my cell phone contract is up in 5/13, I will go elsewhere and I will look into Comcast for internet and just keep my landline with you in case of hurricanes. I plan on sending a formal complaint to your CEO, your CFO, and to an assortment of newspapers. I will wait for a reply, but I won't hold my breath. Richard **, a customer with AT&T for more than 25 years.

While I was speaking to a tech representative, I was told my account was in fact paying for the Elite (6.0), but the equipment was set for the Express (1.5). I would really be happy with the results. He would put in a four-hour work order to have my system moved to the 6.0 which I was paying for. That job ticket was **. I could then recheck my speed and I would really like the changes. I received a message on my phone that the work was complete, but if there was a problem, just call 888-720-1275. Also I was left **. Excitedly, I turned and tried to log on with my computer and you guessed it. I phoned the 888 number since nothing worked. I spoke at length with Vanessa who did her best, and even phoned back the next day to try to get me another modem which she concluded was bad. It was the same modem sent when I signed up for internet service with SBC in 2004 and renewed with Express in January 2006.

I was transferred to the retention department to Don **. I was told I would have to purchase a new modem since it had only a six-month warranty. I told Don about the changes that the representative made and that I was not pleased with paying for Elite and apparently receiving Express. He expressed doubt, and questioned why it took me so long to find this out. My only response was that I trusted AT&T to provide what I paid for. Silly me! Don confirmed all I had been telling him, and told me that he was told that where I was located, 6.0 Elite was just not possible. I then just asked Don to re-do whatever was done, take me back to Express and refund me the amount I had overpaid; start billing me for Express since that was what I had since 2005. He said he could only refund six months; later, he changed it to one year after he got approval from his supervisor.

I was told further that my only recourse for the balance was a complaint with the FCC. Finally, I was informed by Don that he only worked with the billing issues. The technical issues to move the service back to Express not part of his job. He did give me the order of ** to verify his part. I then spoke to another tech who tried to get my internet going, but came the the same conclusion as Vanessa: it must be the modem and it was very old. After finding I could purchase a new modem for about half of what AT&T would sell me one, I gave it one more try. I reconfigured the modem, then turned it and my computer off and restarted both.

What do you know, that old modem proved it was not too old to work just perfectly. It is still working just fine, except now my speed is only about .54. Go figure. I asked for faster. Now, I've got slower with the same Express. I guess I'll have to settle for slower. Anyway, it helped me find out that the Elite service billing started on August 13, 2009, but my system was never changed to Elite, and if Don is right, my area was never able to deliver Elite service promised by AT&T. I am requesting a full refund of what I had paid for and did not receive. After all, who can you trust these days to give you what you pay for?

However, I kept receiving bills from them for the same amount. On April 4th, they assured me that they see where I returned the equipment and that I would be receiving a credit. Today, April 23, 2012, I received a bill from a collection agency stating that I owed AT&T $149.53. I immediately called AT&T and was transferred numerous times before being told that I didn't return the Gateway, which is the main part that makes the U-verse work. I did return all components of their equipment. They were very blunt and rude to my daughter who I have allowed to handle my account. My sister and I went to UPS together and mailed the parts to AT&T.

We called AT&T's 800 number and after the mind taxing automated nightmare of a voice service, we have finally managed to get a live person on the phone. This really didn't matter because I was transferred 6 times before getting someone who actually tried to help us. By the way, each time, I had to start over my explanation and at the end of my explanation, I was promptly transferred with no response or warning. Although, she transferred us a 7th time to another department, she stayed on the line and when the representative picked up, she began to explain our debacle so we did not have to.

The representative was obviously one of the following: misinformed about how Uverse works, did not understand what we were trying to accomplish, just didn't care what we were trying to accomplish or just wanted to sell us a package which we really did not call about in the first place. I was so frustrated and confused at that point. I handed the phone to my husband. He again explained what we were trying to accomplish.

The representative in a nutshell told him that this would solve the problem as Uverse is "wireless". My husband debated the issue that he knew it was wireless once the service was inside the house. She corrected him by stating that the service uses "Fiber Optic". He stated that he understood, but asked how the service then gets into the house. She stated that the equipment we would receive uses wireless communication. He then asked her if she was saying that the wireless router/modem communicates with the fiber optics located somewhere near our house without the use of the line coming from the pole into the house and she said that is correct.

At that point, my husband laughed and handed the phone back to me. He was overwhelmed at the lack of knowledge not only of the product but it was obvious she had only the computer jargon down with no understanding of how the telephone works. Because of how long it took her to respond to each question, it was almost as if she was in training and someone was trying to coach her on each question or she was reading from a card.

Anyway, I ordered the Uverse package then she began to advise me of all these additional charges that are involved and that I would receive a Visa gift card in the mail with $100.00 credit on it, probably before the equipment would arrive. I asked what about burying the line and moving the box. She stated that the service technician would remove all the old equipment and take care of that at the time of the Uverse install. I then hung up with them and looked to see how long I was on the phone. It was a total of 1 hour and 37 minutes! This is ridiculous customer service.

About four days later, the box with the equipment arrives and what do you suppose we find? The router plugs into the wall which obviously fed by the overhead line from the pole to our house. My husband promptly called the number and spoke to someone in the Philippines who offered more help in the first 5 minutes than anyone we spoke to in the initial call. After he gets the info, he sets up the service day and we conclude the phone call which took 18 total minutes, including helping us activate our Uverse internet.

On Friday April 20, the tech shows up at the house to do the work and promptly tells my husband that there is going to be a roll out charge of $55.00, a service fee of around $100.00 and then the cost of the wire stating the total bill may be around another $250.00. He indicated that the operator we spoke to the first time should have made this a "full tech install" which would waive the majority of the cost. My husband promptly blew a gasket. The tech stated that we would have to contact AT&T (The 1-800 automated crap) to get the charges waived.

At this point, we are looking at cellular options and just telling AT&T to stick it in their butts and come get their equipment off of our property. We have talked to many others who have had equal experiences. Maybe if enough people drop them, they will get their act together but I doubt it because they figure they have a monopoly. By the way, two weeks later and we are still waiting for the $100.00 Visa.

And even I escalated this to the supervisors, they told me that they are going to resolve the issues. They placed nearly AT&T DSL Internet and U-Verse, 5 to 7 orders on my name, and it never got resolved. When I called today (Apr 15th), the AT&T Customer Service told me that they are unable to provide me internet services. If I was told early, I could not have wasted my time, energy. I lost my patience. I am really fed up with these AT&T internet services. But one more thing - if I see it in AT&T's website, and try to sign up with my new or current address, it is showing it has AT&T internet services in that area. I think it is misleading the customer. This led me to file a complaint. This is all I can do unfortunately.

I informed the AT&T internal security, Rachel **. She claimed to have confirmed that it was an AT&T tech but had no service appointment set up. She did not see him face to face but assured me he was legit. I had to hire my own detective to confirm that this person that lives within 2 miles of my home was not a criminal intending to case my property. They then sent a tech out that spent four hours at my house to no avail, leaving my house telling me that it was a network issue and I would need to contact them on Monday.

Today, Saturday morning, I caught another person claiming to be a tech in my backyard without an appointment. He was not wearing an AT&T uniform and provided no ID when I asked for it. I called AT&T to see if they had sent someone out, they said they had not. So I made a police report. This company is an incompetent bully.

I know they are doing this because they are doing the same thing to my sister, Laura **. We both got these ludicrous bills at the same time. She is being billed for service when she no longer had an account with them - she closed that account and was using Sage Communications, and they were charging her for services when there was no AT&T line at her home. They have a collection service calling my house to collect on these false charges. It is a recorded message saying that if I stayed on the line, I was verifying I am Laura. Okay, you got my answering machine! Nice try, but that doesn't verify anything. I think with this pending lawsuit about false charges on people's stolen cell phones, they have more money than they deserve.

In addition, I was told I would be given the wireless modem free of charge, but I am apparently paying $7/month for it (and the customer service agent told me I was supposed to get a $100 rebate card in the mail, but I haven't received it yet). Also, they said that I would not have to pay any installation charges (since I did a self-installation), but in my first bill, I had to pay $30. Then, they told me that my promotional offer doesn't start until December, so I had to pay the full price for the service from September to December, which is not what I was told at the time I got the service. In addition, I was sent the wrong equipment, which I returned; but AT&T has no idea where the equipment is, even though they were the ones who gave me a return label (and yet they don't have a tracking number for it).

I have called customer service again and again. And at least on two occasions, I have been told that a supervisor/manager would return my call; but no one has returned my call even once. I have spent hours on the phone with customer service, but there has just been no response at all. This month again my bill is more than $40, and I refuse to pay it, because this is just wrong.

AT&T customer service agents have constantly misinformed me and not taken care to address my complaints. I am sick of calling them again and again, and I honestly don't have any more time or energy to waste on them. If you check the internet, you will see that many other people have similar complaints. Please, please do something about their constant lies and taking advantage of their customers with the threat of disconnection. Thank you.

When my husband called back 2 weeks later to make sure the balance was zero, he was told yes, "You have a zero balance". We received a bill 2 days ago saying we owe $274.00 and it is past due. We called and spoke with Jeff and he said a manager will call within 48 hours. Her name is Denise **. We have not received a phone call from her. Although we have received a text message and phone message that we are past due. AT&T is charging for services not rendered and I am sure people pay this to avoid hassles. How many other people are they gouging? This is an unethical business practice. They need to be reported. Please help!

My computer responded with error messages that said I don't have a printer. I called Dell for some help. After a brief conversation, they determined that AT&T had disconnected my wireless router so neither one of my printers would work until AT&T programed their equipment to accept my printers. I have spent several hours on the phone with AT&T and they will be more than happy to have someone fix what they broke for $150. I was told that they were going to give me all the services that I was currently getting from Cox for approximately $105 a month and no installation or equipment charges. My first bill was almost $200. There was never any mention that they were going to make it so that my computer would no longer function properly and that they would be happy to make it work at the kindly price of around $400. AT&T, I hate you.

I called customer service to cancel service and was told a free router (I made sure of this several times during the conversation) would be sent. They knew which router was needed (made sure of this, too). I received the router 2 days later, but it's the wrong box (no wireless capability like the 2WIRE). I tried to complain, but got "shoved" into tech support chat room. After 45 min of "chatting" and requesting a supervisor, the supervisor said they could replace the wrong modem, but would charge! Next week, I'm switching to TWC.

AT&T has apparently been charging me about $40 more than they should have for several months and customer service wouldn't fix that ("it's a billing issue"). The service has been horrible for at least a year, but I didn't switch to TWC before because I was simply too busy. I already switched cell phone from AT&T to Verizon. The practice of charging for a modem or sending out the wrong one is just bait and switch and fraud. I hope AT&T bankrupts. I copied and downloaded the conversation in the "chat" room.

Well DirecTV set the dish up, but could not complete the process because of no internet access. About this time, the AT&T tech showed up to install a phone, but he had no order for DSL. He also informed me that another technician would have to come out to bury the cables in my yard, but he just left them lying on the ground in the meantime. So I called AT&T back and spoke with Robert to ask why a technician came out and I had no internet order. I asked to speak with a customer service manager. I was put on hold and transferred to tech support. Then the offices were closed. I had been using Charter for everything for the past 18 months, but my bill each month was over $200.00. Through Direct, bundled with AT&T, it was about $60.00 less each month, so I paid the penalty to let Charter go.

This morning, I called AT&T to make sure my modem was on its way and again, asked to speak to a manager. Rusty put me on hold for 45 minutes and then I was completely disconnected. I called back and spoke with Dee Dee, who could not help me because they had a power outage the night before and her system was down, she was very nice though. She told me someone would call me back when her systems were up. I waited until 1:30PM to call back and when I did, I spoke to Lakesha, who was also nice, but informed me that AT&T doesn't offer DSL in my area. I asked to speak to a manger and I was connected to Mr. **, who informed me that AT&T does not offer service in my area and said I was welcome to wait until they did, for my internet.

Now this is nine days after my original order. I have disconnected and paid a penalty to switch from Charter, my home phone number is now different and I have a mess of cable lying all over my front yard. I asked to speak to his manager and he informed me that he was the last person that I would speak to and that my only other recourse was to file a complaint at consumer.appeals@att.com, which I could not even get to that website. What am I supposed to do now? I am a US Navy recruiter and if my customer service skills were like this, there would be no one willing to defend us. I would very much appreciate any advice or help with this matter. Thank you.

Now, I was told rebate card will come in 4-5 weeks after today's call. I have been with AT&T and parent companies over 40 years, paid them over $85k-$100k over that time. Customer service has declined steadily and severely over past 10-15 years. My quest now is to find another company that really values its long-time customers. I am getting too old to spend my life on telephone hold, only to get the runaround.

On 3/21, I have not heard or seen AT&T. At 2pm, I called AT&T. Apparently, it's needed to bring in TIER2 on this. TIER2 could not sync to my gateway. Now, it's being connected to another department. Now, it is 2:35pm, and finally, I received a ticket number that states my service (DSL) should be working by 3:40pm. It's not working by that promised time, so I called at 3:50pm. In talking to someone in St. Louis, gateway came green. I rebooted the PC, and we're up and running. It took over 24 hours to accomplish returning to DSL.

On 3/23, I received my box of hardware the night before this date, as scheduled, switching over to Uverse. After 8pm (as originally scheduled), I hooked up the new gateway, and to our surprise, there's no internet. It turned out it did not get turned on today, and better yet, upon talking to Uverse help desk, the switching date had been changed, unknown to us, to Saturday morning, 3/24. On 3/24, it's noon and there's no change in status. I gave the ticket number that I received the night before to CSR who replied that there is a tech scheduled for Monday, 3/26. I demanded to talk with the next level. I got no answer/disconnected. I called back immediately and demanded to deal with a supervisor; I was transferred to tech level.

I was only reminded that there is a scheduled repair to happen with tech out here on Monday (3/26) 2 days from now! And therefore, I will be without from Friday to who knows when on Monday at minimum.. Only saving grace, if there is one, is that I have supposedly accumulated $35 in credit thus far from strongly demanding. I made a mental note to check the next bill. On 3/26, I hoped this was a good morning for me. Not so much. First, I received a call at 3:35pm CT from a tech who was on her way here. She arrived about 4pm and left close to 6pm with no resolution after talking and emailing assistance. She told me upon asking that there is Uverse service over the weekend. The last word from the tech was that AT&T DSL service that I was replacing with Uverse apparently still needs to be removed yet. The word was to expect resolution on 3/27 in the morning.

On 3/27 at 11:00am CT, the internet in my house is still down. It's noon, and normally, I would call now but have done it enough over the last week that just the thought made me so mad. 1pm, then 2pm; Against my better judgment, I decided to call AT&T. I was told this order has been set up to be done on 3/28. I asked to speak to the next level and spoke to Rick in St. Louis. He sent me to Uverse retention for some unknown reason and accomplished nothing, of course, except I ended up thinking about calling this whole problem off. I was sent over to the team leader. Now, it's 3:15pm, and this team leader stated she would call me back with more information.

At 4:30pm, I received a call back from above, and I was set up with Tier2 who, among other things, had me reset the gateway and later push in the reset button to no avail. At 5:30 - 6pm, it looked like the order to disconnect the following morning would still need to happen. I was on the phone for 4 hours today and still with no results. On 3/28 at 9am, nothing has changed so far this morning. At 10am, still status quo. At 11am, I still haven't heard from AT&T or seen any change on the gateway. At 11:30am, I have to leave the house for a while. At 1:30pm, I returned and noticed the gateway still did not show red or any indication a tech was here looking for me. At 2:40pm, the tech arrived.

Being tired of doing play by play, I will try to give you something when and if it happens while tech is here and from now on. At 3:40pm, the tech left, and nothing was found wrong on site. Apparently, something would be done overnight/in the morning to resolve that which was already affecting two others now with this same problem in the area (as told to me by the onsite tech). On 3/29 at 7:30am, still, there was no internet. At 8:30am, nothing new. At 9:30am, I haven't heard/seen anything. 10:30am came and went, as did 11:30am,12:30pm, and 1:30pm. I have not received a call, and obviously, no internet yet. 2:30pm and no further to being resolved. I decided to call corporate and was forwarded to some office in Wisconsin and asked for a manager.

Eventually, I talked to a Chris there, and he would get a hold of the last tech out here for information. I was told he would get back to us not later than 8pm. I cannot even begin to fathom how long this would have taken if I was not at my home as much as I have been. At 4:00pm, John, another manager, received a call from the above Chris, I was told. John pronounced that he was taking ownership of this situation and promised to get back to me not later than the next morning. Chris called back at 6pm with no good news. He said that John had done the tray swap overnight to no avail. Chris would talk to John when he arrives in the morning. I told Chris I was not planning on going another weekend without; there were options to us.

On 3/30, here we went today--8am, 9am, 10am. At 10:50am, John called and had me push in the reset button to no avail. 12pm, 1pm, 2pm. Chad called and would be out shortly to swap out modem. Chad arrived and eventually said the problem was that the order was run as dry-loop but I did have local AT&T service. At 5:15pm, John called and said it was not going to get done tonight but the next morning. Why do they always seem to start doing anything on this case so late in the morning that this hasn't been resolved yet? I just do not understand.

3/31 was supposed to be the day this nightmare comes to an end. Here it was, 2:25pm, and I have not heard or seen anything/anybody. I'm frustrated as hell. At 2:40pm, Jason called and verified with me that we have a green service light, which we did. I had just finished resetting the gateway before he called. At 2:50pm, he arrived and said he bounced the card at Central Office in town. It appeared to be up by 3:40pm and was up.

We have to drag out old VHS movies and DVD's to watch, as we usually watch Netflix and Hulu Plus over the DSL connection. Then, sometime after midnight, the connection would start working fine. But for the last four to five days, the connection has dropped and stayed off all night long. I got up this morning at 9:00 am, and I had two green steady lights--and I am writing this now while connected to the Internet. I have no doubt in my mind that it will stay up for the rest of the day, only to drop off soon after 6:00 pm tonight. So to use a Shakespeare line--to call AT&T, or not to call AT&T, that is the question.

I had been told that this billing issue was an error but they could never find anyone who would help me. Now, AT&T has turned me over to Southwest Collection Agency, who is continuously threatening to ruin my credit. Their treatment of me has been non-reprehensible. I am a senior citizen and have been thoroughly taken advantage of by this huge corporation, who does not care anything about its customers. How would you like to be threatened daily? All because they are not going to correct their mistake.

Finally after a week of being shuffled around, I was told that Uverse is not available at my address. A week after that, I received a bill in the mail in the amount of $80.82 for a phone modem that was never delivered. I called again and got more shuffling, more eating of cell phone minutes (another hour), and was told their records indicate the modem was sent to me. I am concerned that if I do not pay their bill, the matter will be sent to a collection agency and will damage my credit standing.

After confirmation of the pricing, the call ended. The next time I checked my email, there is an email from AT&T thanking me for my order, an order I never made. So then I call them back and the agent says he will cancel this order and send me an email by the end of next day, verifying the cancellation. Instead, I get an email later the same day thanking me for my high speed internet order. Now, I am really incensed as the last time I checked my English it was just fine. I called again and this time the agent tells me it was actually cancelled the day after my call back to them but refuses to send me a verification email or give me his name or agent # or anything verifying my call regarding the cancellation. I requested to talk with a supervisor. The agent gets back on phone after a few minutes and gives me what he first calls a tracking number and then a reference number. I thank him and let him know that I will tell everyone I know about how terrible their company is.

Problem #1 started getting connected the same day. No internet after a few hours. I almost went a week without reliable service and a large percentage of the time no internet. I called, complained and wanted a solution. This procedure was done twice. The AT&T Tech came out and investigated the problem. Plugged in another line to my modem and said he could not understand why it worked after he simply hooked another line to my modem. I said, "Maybe it is a factory defect in the equipment or line." A few hours later, the internet was not working. I called again and more diagnostics were run. Finally, I gave AT&T my own solution. I told them to either send me another modem or take it out the service completely. AT&T agreed to send me another modem. I hooked it up and no problem.

Approximately a week later, I decided to check out when my bill would become due. My bill now was $314.70! I was being charged for $149.00 initial installation charge and never told about this charge. I called and complained. First, I was told there was nothing I could do about it, no appeal, no one to complain to, and no way to remove the charge, but I could make arrangements. I was transferred to the payment arrangement department. I was informed I could not spread out the bill to make it easier on me. I further told the representative it was unethical and not right for AT&T to put uninformed charges on customers. I wanted to be informed about the charge beforehand and not after the fact. He told me, "AT&T will be around for some time to come and we are not going anywhere." I sat and thought about it. I decided to call and have the internet service taken out. Then, I was informed AT&T would remove the charge and adjust my bill.

How many people are bullied by AT&T to pay charges they were not informed about? If you add it up, it must come to a lot of money and time spent. Only until calls, complaints and finally have the service removed. Then, AT&T makes an effort to make it right. This kind of practice must stop.

When the next bill came, the monthly charge was $33. I called to learn that the $14.95 rate would not begin for a few months and then I would receive a credit. The credit never came. I called again and was told that there was a notation in my record that I wasn't eligible for the promotion. This was after talking twice to customer representatives who confirmed that I was eligible. I talked to a manager and was assured that everything had been straightened out, but no. The bill came again for $33/month. This time, I talked to a customer representative who said she'd fix the problem, which only ended up with a 4-month credit for the overpayment. I called again. This time, a customer service agent has said she is giving me a credit that will fulfill the terms of the promotional offer. I don't have a lot of confidence this will happen and according to my calculations, I am still being overcharged.

Each time I talk to a customer service representative, they supposedly wrote a note on my record pertaining to the conversation and I write my own notes. I do not understand why AT&T has never put anything in writing, the terms of our initial agreement and the resolution to the problems I call about. This kind of business practice seems to absolve AT&T from any responsibility and allows AT&T to change terms at will, as there is no paper trail or email trail documenting anything. There is no way to have any continuity in resolving a problem and I do believe there is no incentive for anyone to solve an issue. I have talked to customer service in Kansas, Texas (twice), Colorado, Missouri, So. Florida and California. I still haven't solved the dispute to my satisfaction.

AT&T has very poor customer service and is extremely unprofessional in the way it delivers no contract for verbally agreed upon services. I do believe AT&T is trying to take advantage of its customers by baiting and switching and wearing them out. I see that my experience is not unusual, however, one manager assured me that my experience was out of the ordinary. I am not sure what the point is of my writing this experience. I would appreciate it if someone would call or email me or write to me an apology and put something into writing.

I contest those charges. I should receive total amount they illegally received. Yet, despite those erroneous charges, I have still not received any refund. How dare they charge for services after cancellation and more importantly how dare they not refund moneys they illegally took from and agreed to reimburse me for?

I finally decided to drop their service due my continued frustration with TV service. I was informed by their techs and manager that the receivers had a software problem that Microsoft could not resolve and it could not be fixed. I want a full refund from AT&T due to selling me a bad product. I plan to file an FCC complaint due to AT&T marketing a product they know is bad and is milking the American consumers with this product. I have received a partial settlement, but I wish a full refund for the entire period where I had TV service with AT&T.

They promised someone would call us back in the morning, but nobody did. We called back, and we’re on the phone all day. They sent a tech out, who didn't have a U-Verse modem, just a DSL one. It would not work, so the tech told us to call AT&T. Nobody could help us. We just kept getting transferred, the last agent transferred us to DSL, and promised us that we would get DSL back on tomorrow, so we could have internet, and then rescheduled a tech for Jan 17. Our DSL never got turned back on. They said it was too much a hassle to turn it back on. I used over 700 minutes on my cell phone. Jan 17 came and went, without a phone call or a tech at the door. Not an email, or anything but a bill every month since, for the services I do not have.

We went to another company for our internet. I have sent emails to them, tried chatting, and they said they can't help me, and I was advised to call a number, but was on hold forever. I have had my service with them since they were SBC, and AT&T bought them out. This is very bad service. Also, they said they could not mail us a modem, because we had signed up for professional install. They could not change it, and a tech would have to bring it out.

After numerous calls, an agent escalated the issue. I was told by the resolution dispute agent they had clearly made a mess of things and that the account would be zeroed out. I said I would pay for the 2 weeks of DSL. The agent said since I had taken hours on the issue, he would simply wipe the account and he verified everything by going into my parents’ account. A few weeks later I received a collections letter. When I contacted AT&T the supervisor I spoke to said they had no history I had ever called. I gave him the agent’s ID number and requested he find out who that person was. He refused to pursue it and advised me to pay the balance. It's clear AT&T is bullying me and I am seeking any help I can. A work order history will verify the tech came out and installed only a DSL router, nothing else. That will prove what I am saying is the truth. Can you help me get the work order?

I want to know how AT&T can justify these prorated charges when I haven't left AT&T or technically made any changes to my current plan. What a farce, I am so sick and tired of these corporations that rip-off consumers and we can't do anything about it.

There are so many competitors out there that this is outrageous. I am a Customer Service Advocate, this is way below standards in any situation that I have seen. AT&T has the worst customer service. As soon as I complete my e-mail changes, AT&T will be canceled with a lot of my friends and co-workers to follow along.

They said they charge by GB usage. However, I just went online again to AT&T and started to order again just to make sure I didn't misread or overlook the information that states such an abusive charge. And it's not there. It says nothing about extra internet fees or usage limits or anything!

This has cost me time and money that I cannot afford when I have to continue to call and explain to different people problems that should not be existing because no one seems to be able to get their act together. Most of the time, I feel that the right hand doesn't know what the left is doing because there is no consistency in what is being told to the consumer. I know I have other options to go to a different cable and internet provider, which I will be doing but I feel that for what we pay each month to this company, I should not have a book of issues or complaints with them. Something needs to be done to large corporations who think because they have a large number of consumers that the dissatisfaction of a few is of no importance to them. Hence, the reason for this complaint.

I am thoroughly disgusted with AT&T and would not recommend anyone change their home phone service to Uverse unless they are prepared to go without phone service for a week or more. When I get home tonight, I will have to call AT&T's support # again, using my prepaid cell phone and be on hold for hours to let them know I still cannot use my phone. I'm considering asking AT&T to remove the Uverse service and return everything back to the way it was before all this aggravation started. How can a business as big as AT&T treat their customers this way?

I moved my wireless and home phone to Verizon. I will be moving soon and I believe my internet service will need to be changed. The second chance I gave AT&T was worthless! I am a very dissatisfied customer!

I've contacted AT&T customer service numerous times, and have never spent under 45 minutes on the phone being transferred from department to department. I was told that they would "open a case" regarding my complaint, but of course whenever I called back, there was no such case opened. I've paid the monthly bill that I originally agreed to on time, but alas, today I find that my cable has been suspended, due to non-payment.

I don't have hours to spend on the phone, going over this same complaint again to no avail, and I really need my internet hooked up. I don't understand why this company, who has been in business for over 100 years, can have such poor customer service. I find it very difficult to understand the reps, as they have an accent (Filipino?), and I get the feeling that they rarely document any complaints. If they did, I wouldn't have to repeat myself over and over each time I call. I also find their memorized responses to each comment I make, very insincere as well. I don't think that they're sorry at all, and they certainly don't understand my frustration, or I wouldn't have to keep calling them.

That didn't sound right, so we called back and spoke to a supervisor, Ms. **, who was completely ignorant, and apparently hates her job. I don't know where we stand at this point, other than we still have no internet service, and no phone service, since it runs off the internet. AT&T is the only company who services our area. and we do not know what to do, other than tell everyone how horrible their customer service is.

I am sick of this and can't believe I have had to put up with this month after month. Someone needs to seriously investigate this because if I didn't review in detail, each month my bill I would be paying a significant amount more than my agreed upon contract. I wonder how much AT&T is making from consumers that don't pay as close attention to their bill.

If this is not resolved this month, I will be canceling the service and then of course will have to fight to resolve the fact that I breached my one year agreement. (How many more hours on the phone will this take). Please help resolve this as I have already pulled most of the hair out on my head and there's not much left!

First, I ordered 5 phones, 4 Apple iPhones and 1 Motorola) on 12/24/11. I filled out individual "Acceptance of Terms and Agreements" 3 times online for each phone (that is a total of 15 submissions). I kept receiving emails stating I needed to accept the terms and conditions, which I did multiple times. I called customer service on 12/29/11, and was told the phones should be shipped soon. I called again around 1/1/12 (about 9 days later), and was promised by a supervisor they were "inexplicably on hold, even though they had received acceptance of terms and conditions", but that they would be shipped that Monday, and I would have them by 1/5/12. I was told he would personally call me once shipped. Of course they never arrived, nor did I get a phone call.

I called back on 1/8/12, and was told for the 2nd time that the order was "inexplicably still put on hold", but still they could find no reason! After multiple "transfers" of CSRs, I was able to reach someone who put me on hold yet again, and communicated with the original supervisor. He said again, he did not know what happened, promised they would be shipped for sure on 1/9/12. I told him to forget it! Whatever AT&T does, do not ship the phones. I do not want to do business with AT&T. I had called so many times. I always had long wait times of at least 20 minutes, to reach the first agent. It was nearly impossible to even get a human, because I did not yet have an active account or phone number, because I was waiting for the phones. Every dept. always forwarded my calls to other departments, thus, incurring more wait times.

2 days after I said do not ship these phones (I had also requested for them not to drop off these phones, and request a signature, because I didn't want to be responsible for theft of 5 smart phones), they still shipped the phones. I opened the package sitting on my rainy front porch, and was furious. I never opened the individual phone packages. I called AT&T to complain yet again. After unbelievable hold times yet again, I was told the wrong information 3 times on how to ship them back. I had to use my gas and time, and take them to the post office, and ship all equipment back. I could not just drop them off at an AT&T store. They had to be shipped back.

Once they were mailed back, they did not credit all of the equipment. None of them were opened. It was shipped back directly, as I received it, wrapped in plastic, and intact. I had to call again, go through multiple agents, and initiate a "credit inquiry" to get back my remaining $57 they had charged my credit card (out of $407.00 total). That took another 4 days. I finally got all my charge card credited properly (though it was in the weirdest of increments, and those did not match the original invoice I received by email).

But the hours of my time wasted unfortunately does not have a financial value appreciated by AT&T. Every agent I spoke with was polite, however none of them ever were able to help me. I can't even comprehend how they stay in business. AT&T does not comprehend that their customer's time has a financial value. And when it takes an hour every phone call to not even resolve complaints, or receive the intended product (and thus lose a customer), they have wasted time and money of the customer, and their own. I can't even imagine how much "salary waste" was paid, in order to not help me.

My second experience with U-Verse is even worse. Again, a total nightmare from start to finish. I have told everyone I know not to do business with AT&T. It is a nightmare. Their cable cuts out repeatedly. Their 3 MB internet is so slow, it chokes up on every YouTube video. It is virtually unusable. It was at least 10 times slower than our former Time Warner cable (we have since gone back to them). The DVR service is useless, because the cable cuts out in the middle of programming. Our house has a ton of new holes/outlets that we really didn't need. When we cancelled our service, they said just leave the battery back up in our garage (again more holes and wires), because it's "too hazardous" to mail back. So we should keep the hazardous material? What if we had kept our service? It is still hooked up, and I guess we'll just leave it, hazardous or not.

Our installer was super polite, and was the only positive person in the whole experience. A separate supervisor who was trying to show me how to use the remote (why couldn't the polite installer have just showed me? That's the easiest part. Why did they send a separate creepy person to show me?). He told me how to access adult channels if I desired. I cut him off saying I wasn't interested, and he just looked at me and said, "oh come on, you don't want to know how to do this?" I did not appreciate the "assumption" that we were just itching to know how to watch porn movies late at night.

When I initiated order on 12/24/11 , I was told by the original phone rep and by the supervisor and installer that of course, we were under no obligation. We could try the service for free for 30 days, and if we're not happy, we could cancel. That's when the nightmare began. Since we had so much trouble with internet and cable, I called to cancel before 1/30/12 (before our 30 days was up). Again, we went through multiple agents with extended hold times! I was misinformed 3 times, before I was told how to correctly mail back all the receivers, remotes, cables, modems, a giant box of stuff. There is no local place I can return it to. I had to box it all up, take it to a specific UPS "drop box" location approved by AT&T. When I got there on 1/30/12, (again, way out of my way, my time and gas, and waiting in line), I was told by UPS that some of the equipment was "not approved", and could not be sent back. More phone calls to AT&T and UPS were made. Meanwhile, we had to drive an hour the other direction, pick up my son from school, and come back once the shipping issue was resolved between AT&T and UPS (again a 3 way conference call while I'm driving my son home from carpool). So back I went, the other direction again, to mail the rest of the equipment.

On 2/19/12, I was furious. I have called multiple times about my bill, which I refuse to pay, because the service was terrible with TV, the internet was slow as molasses and virtually unusable, and my total bill was $70 higher than I was told it would be when I originated my order. It was over $206 a month for basic phone/TV/internet. That is $50 higher than I had previously with TW cable). I am still fighting with AT&T. I spent the length of a car trip from Raleigh to Greensboro on the phone with them about this bill. I was transferred multiple times, asked for a supervisor, but told I could only speak with a "secondary sales specialist". After repeating the story for the 3rd time, she put me on hold for 17 minutes while she was checking on the status, after first having told me no way could they credit my bill, I was told I still owed $206 for the bill, plus over $100 for installation. She said whatever I was told was a "verbal contract", and not in writing. There was no such thing as 30 days, try it free. While on hold for 17 minutes (after waiting an average of 22 minutes for her, and 27 minutes for the 1st rep), the call got dropped. Are you kidding? I vowed then I have called this company probably 15-20 times since Christmas. Not once did I get an issue resolved. I will not pay this bill. I was told I had 30 days, and every one of those days was pure hell. I would not recommend AT&T to my worst enemy.

The saddest part is, 95% of the employees I talked with are polite, but their "flow chart" of how to resolve a problem is a never ending circle, with no solutions ever. Hold times are excruciating, and did I mention ever since we talked with them, I average about 5 solicitor phone calls a night, and we are on the do not call national list. That infuriates me. I know they sold our names to solicitors, because we never got calls when we were with Time Warner. Though I cancelled our service and mailed back the equipment 2 weeks ago, we still get solicitor calls daily! Each call (every agent) starts out with a verification of name, address, account number, phone number (which if you don't have, yet warrants another long explanation as to why, which usually generates more hold time) a "required statement" regarding your privacy they have to read, a "this call may be recorded for training purposes", a password on your acct. that you have to repeat over and over, before you can even get started. That's after going through interminable menus in English (and hearing the Spanish translation of same instruction). That's so time wasted! Seriously? Would anyone want to impersonate me to go through this?

If there is ever a class action suit against U-Verse, count me in please (re: 30 days try it free is a lie told to get you locked into a contract). I have no recourse in any phone suit, because I never got the phones, except after I cancelled of course!. But still, my time has value. if only to me!

I called the customer service phone number, and the agent stated that I needed a technician to come out and replace the equipment. The agent said that there may be a $55 charge if there was no problem with the equipment. I agreed and scheduled the appointment. The technician called my wife at 4:30 PM, and stated there would be an automatic $149 charge just to respond. The customer service agent never disclosed this charge to me. My wife stated we would not pay the charge, and the technician cancelled the call.

I called the customer service phone number again, and talked to an agent named Dustin. He stated that he could dispatch a technician to my location tomorrow, but could not guarantee that the technician would charge a $149 response charge. This was unacceptable. Is there no communication between customer service and the technicians? Can a technician charge whatever they like, just to respond to your home? I never had this problem with Comcast. I talked to Dustin's supervisor, whose name was Nancy. She scheduled a dispatch for tomorrow, and guaranteed me there would be no $149 charge.

This phone call took me a total of one hour. This has been the worst customer service experience of my life. AT&T use to have first-rate customer service when I first had them installed, but now they are no better than their competitors. I even had to ask for a credit for service I am not receiving. This was totally unprofessional, and this whole experience has made me consider going back to Comcast.

On January, 16 2012 an AT&T cable tech arrived without the representative, or gift card. After about 14 days, I decided I was unhappy with their service and cancelled, well within the 30 day grace period. I was told that I would have to take the AT&T equipment to a UPS Store for return and that they would not come back to reconnect my previous service.

Around the beginning of February, I received a detailed bill for $208.18. Saying that I owed for not just the technician fee bit also the full price for cable and Internet and other charges that equaled more than the $85, I would have been charged if I decided to keep the service on a monthly basis.

On February 7, I called AT&T to dispute the obviously incorrect charge and a case was opened for review. I was told I would receive a call back within 48 hours. I never received that call. On February 11, I called AT&T again about the charge and I was told I would receive a call by the evening of the next day. I shared my concern with the customer service representative that this account had been set up for auto pay. She informed me she was canceling the auto pay and that the account was still under review, and that no charges would be occurred. I did not receive a phone call by February 14.

On February 15, 2012 AT&T withdrew 208.18 out of my checking account causing it to go into an overdraw. I promptly contacted them and they would not cancel the transaction. I was told the best they could do would be to send me a check in 7-10 days. Meanwhile, I am occurring charges on an overdrawn account they will not take responsibility for and I have no other source of money for the next three days.

This company has done nothing but misrepresent themselves and services from the very beginning and is being negligent in taking full responsibility for their actions. I have been diligent and timely on my behalf to settle all business but all has been to no avail.

I then called the online support people and got the 2nd person left in the US. He told me that unless I already had registered to be online there was no way for them to help me. He told me I was not registered for online. Aha! I am infuriated that this hostile corporation has such a monopoly and takes the jobs to another country. Each year they advertise high speed DSL for $14.99 but try to charge me $40 bucks for the same slow sucky service. The only way I can keep it cheap is to annually call the retention office (1-877-999-1083 and/or 85) and threaten to get a competitor's service to keep the cost low. When a change is made they demand prepaid plus current payment, but whenever they owe you a refund or reduction it is two or three months later and they count those months as having been during the discounted period.

An irritating legal ploy is AT&T makes the reps say/ask, "How may I give you excellent service today?” and at the end of the call ask, "Did I give you excellent service today?” If you say yes, you are ** because it isn't until much later that you find out they lied or didn't do what they claimed to have done for you. But AT&T has a recording of you saying that you were satisfied with their 'excellent service'. Now I reply "I have no confirmation of the quality of your service at this time." MaBell was so horrible that we tried to kill her but the corporate heads were left alive. It gathered its parts and became worse by geometric magnitudes.

AT&T has been allowed to eat the lesser competitors until it is bigger than it was. Unfortunately, since I need DSL there are only two corporate monopolies (a di-opoly?) in town: AT&T or Comcast/Xfinity. Both are horrible and abusive to customers, so there is no real choice. Both have begun limiting bandwidth usage or charging an arm and a leg--often simply charging for their accusation of usage which is another lie. I am the 99% who is being economically and socially raped by the 1%. We must find a way to halt the overthrow of our government and society by the greedy corporcrats and the theocrats who want their church to dictate our rights. The founders of this country advised us to have another revolution if this happened. Neither party is innocent, uncorrupted or worthy.

I finally got an order number to restore the service, and AT&T misfired and canceled the service instead. Now, I have been on the phone for three hours, have talked to seven different techs, sales, and help desk employees, all of which tell me they have no ability to do what needs to be done, turn on the router, a five minute process. At this point, I am willing to pay the rest of the contract off, so I can go to a real provider that cares about the customers.

I am a Network Engineer and verified he is still getting the same download speed and upload, with no difference at all. That is deceitful tactic being used on the elderly. I will have to take off work during a crucial EMR go live in Jacksonville, on Tuesday, to finally get to a Tech Engineer or maybe one day, an actual engineer who works on Routers and switches like I do and does the bandwidth setting correctly for my father.

The said the problem would be fixed within 4-8 hours. I waited, but there was no change in its status. I called again, speaking with a supervisor, who told me that on Jan. 29, they will be sending a tech serviceman out between 12-4. Again, I waited and no one showed up. I called again, getting the same story that it was a major problem in my area. Meanwhile, all this time, my neighbors who have U-Verse had no problems, just me.

I told them that, and they said some technical jargon. I waited for the matter to be resolved. Now, it is Monday, Jan. 30, 4 days later, and still no internet, no U-Verse TV, no and calls from them to explain what is happening. I am beyond frustrated here. It is Tuesday, and nothing. I pay my bills on time (expensive), and all I get is a scripted dialogue from them, with no help. Besides changing my cable provider (which I am doing), what else can be done? I couldn't give you my home email, since I have none, so I gave you my work email.

Talking to tech support is a big pain. They walked me through the same steps (using their script) nothing wrong with PC, nothing wrong with driver, nothing wrong with web browser, then they have me reset the router. When I do I am disconnected, and lose the call. So I called back, different person, forced me to follow the same steps as before. I nicely asked if I am disconnected because the Internet is out, will they call me back at the number I am calling from? I am told yes, follow the same steps. Get to the part of resetting the router, get hung up on, no call back. So I called back give the same incident number, but am forced to start with step one and check the PC and all that, reset the router, get hung up on. Did not get called back. Called back, started over with step one, etc. I do not have a cell phone and I asked nicely to switch my phone back to the old system that did not need Internet to work, am told I cannot. Asked to talk to manager, am told I cannot talk to manager. Their policy is to not allow switch back to analog phone lines. Told me to check Internet instead, reset router, hung up, no call back. Called back ask how I can get them to call back when hung up on, told me they always call back, so I tried it yet another time, reset router, hung up, no call back.

I want this to warn others, keep your old analog phone line, the UVerse Help Desk is highly incompetent when you have an Internet Line and are calling with Internet problems and once you reset your router, the Internet is down for 15 seconds to 15 minutes as it power cycles and you will always lose the call. As far as call backs, I never got one despite the many promises that I would.

I'm locked into a two year contract for this nonsense! Nothing but UVerse Hell day after day and no solution to my problems and no call backs! Cannot cancel contract even if the service and tech help is crappy.

After my last call, back in about August 2011, I said if this removal request didn't work, I would be filing a complaint, if I received one of their mailings after the six week waiting period. Since then, I've received at least three pieces from U-Verse, two of them long after the waiting period, the latest one arriving on January 26, 2012. Through removing my name from many many mailings lists, this is the only time I've ever run into this problem with a company. I would love it if you could make AT&T stop this foul practice of lying to customers.

What irks us more than anything is that we flat out do NOTHING that draws that much data usage and our router meter proves it, yet AT&T refuses to acknowledge that there is a problem. We recently tried an experiment and turned off our router for a full 24 hour period in order to see how much data AT&T says we used during that time period. In addition, I have begun collecting the pertinent information and filling out the paperwork on a formal complaint to the Office of the Illinois State Attorney General since AT&T refuses to acknowledge our complaint. Unfortunately, we have no other option for internet service in our complex or we would have dropped AT&T after the first go around with their so called "Customer Service".

After completely skipping their first installation appointment, they rescheduled for the next day. They said I wasn’t home--flat out AT&T lie! So two techs from AT&T came to my home on different days because the first tech was an untrained lump and the second tech knew his stuff and corrected the problem. Then it came. The first outrageous bill from AT&T. Remember, my new U-Verse internet only plan cost approximately $44.00 a month. I understand prorating and other government fees and taxes, so the first bill was for $308.79! What? So I called U-Verse billing. I typed in or said a dozen prompts to never get to billing.

So the eleventh person I was transferred to (no exaggeration) heard this story and she said hold on while I transfer you to our retention department. I waited 5 minutes before they hung up on me, so I started again. Similar mess getting through. They refuse to remove the $100.00 they are charging for the modem and said there is a rebate you must send in. Never heard this when I ordered! Secondly, they will not remove the never mentioned $100.00 install charges. I hope you are reading this before you make a foolish decision and get AT&T for your service provider.

Another thing you might find interesting is that AT&T's tech support is mostly outsourced. There's huge waiting times on hold, messed up transfers from one tech to another and a complete lack of real knowledge about the products. Don’t even waste your time calling. It is that bad! In closing, I will be closing my AT&T U-Verse account as soon as my new internet service is installed. I will never recommend AT&T products to anyone. AT&T simply does not care! With millions of subscribers they are O.K. with stepping on the little guy. AT&T is un-American and should be ashamed at how they treat their customers. ** you, AT&T!

Instead, they said they had to transfer me to the cancellation department, which had closed already (hours are M-F, 8am to 7pm). I was able to connect to someone in the cancellation department but it got routed to California office and they said they can not do Kansas City, MO cancellations. Isn't it illegal for a company which charges you for service by the day, does not allow 24/7 cancellation of that service?

I am an IT consultant. Without phone & Internet connection, I am dead in water. I tried to call AT&T at 1-800-288-2020 (since there is no way to contact them over the Internet), was put on hold for about an hour and then got disconnected. My livelihood is at stake. How can AT&T do this to people?

Also, without announcement, the initial rate went quickly up from $19.90 (with a promised download rate of 12MB) to $35 with a download rate of barely 2.5MB. We just cancelled our wireless service with AT&T and will surely also cancel our internet service. It's quite aggravating. AT&T is big on promises but you never quite lose the feeling you're getting dooped by them. In my view, AT&T is one of the most dishonest companies. Consumer, watch out.

No matter what number I call, it is always the wrong number. I get transferred to another office, but it is never the right office and I get transferred again. This goes on until I get transferred to an office that is closed. I was even told at one point by one of AT&T's agents that if I did not want the service I should have just stopped paying the bill. In October, an agent agreed with me that the charges were invalid and deleted them. She advised me that it would take a couple of billing cycles to reflect it. I waited until I received the December bill to call again and question it again. I was told that, yes, the charges had in fact been deleted, but AT&T's computer reinstated the charges after an audit. The computer decided that because I continued to pay the bill that the charges were valid, and sorry but no person can override the computer's decision.

At this time, (Jan 2012) I am still fighting the charges. I refuse to be punished for AT&T's inability to provide customer service. This situation has upset me to the point that I have cried over it and lost sleep over it. I did everything I was supposed to do as a customer, I will not pay these charges.

At 2:30 pm we were back up and running. We lost almost a whole day of business without an apology. On Monday when the work was to occur, the tech had the wrong suite number on the work order. It took two hours of holding and transfers to get this corrected. This company has the worst run customer service department that I have ever seen. How do I recoup the loss of half a day’s business and two more hours of an employee’s time while dealing with such an inept company? We are still waiting for service.

Second month same problem, another call, credit for fee and 75.00 install credit. Now 3rd month being billed full price, no promotional fee. About to tell them to get it all out of my house and I will go with someone else. If you owe them money, they will suck it out of your account while you are talking to them but they are telling me with all their computers it takes 3 billing cycles to get it right. That is not true as I am heading into the 4th billing cycle and it still is not right. Their Customer service is terrible.

Well, the representative advised that she could not find an order and that I would have to process another one. Being that I did not have proof of anything via text, I assumed that the representative just did not process my order so I gave all info once again to get services set up for the following week. I was on my way to work while speaking with the representative so I could not write down my confirmation number. Not writing the confirmation number was a huge mistake. The rep was very pleasant on the second call I made and she advised that my services would be on by Thursday, 01/05/2012, and the modem should arrive a few days prior. I thanked the representative and we ended the call.

The frustration began this week while dealing with incompetent and rude CSRs who do not take pride in their jobs. I called in a third time on 1/3/2011 to see if there was a tracking number for my modem and to see where it was. When I called in the first rep said she could not find order and transferred me to another department. I finally got to Natasha, who I gave all info to, and she stated I never placed an order for services; so at that point it was history repeating itself. I asked if she could pull a call to see why my orders were not being processed; she said she had no way of doing that.

In order for me to get services, I would have to reapply. I was on the phone for a total of two hours and the CSR was not empathic or concerned about what I had endured considering this was my 3rd call and second time being told they could not find my order. Natasha’s nonchalant attitude really was not called for and she did not check back with me to let me know what she was doing. There were long periods of silence and the quality of her customer services on a scale of 1 to 10 would be a 1.

I asked for a supervisor once my order was processed because I needed to know what happened to the one I did last week. I know that there could be some possible way to pull calls to assist with training or quality assurance as I am a customer service manager, and I have been in customer service field for the last 5 years. I finally spoke with the supervisor Steve who stated that he would pull the call and call me back with his findings. I asked what would be the turn around time, he advised me about 5-10 minutes. I was at work so I obliged, considering I already wasted two hours of my time on the phone call. I allowed 4 hours to pass with no call back and I needed to have internet services no later than 1/9/2012, so it was urgent for me to get the matter resolved and I did not want to go somewhere else to have my credit pulled another time due to the fact it was run a total of 3 times.

I called AT&T back and was placed on hold for 30 minutes. At that point I became infuriated and victimized, so I went into the local store to see about my orders. I finally got a CSR to assist with finding the order that I placed last week and he gave me the account number. The biggest question for me was why couldn’t the people over the phone find my order? I had to go on my lunch break to do AT&T’s job which was uncalled for.

So I called in with my account number from the second call and also wrote down all the info that Natasha gave me so that I would not get the same run around about my orders. I spoke with someone in the cancellation department and advised them of the issue and they were trying to brush me off. The agent cancelled the account that Natasha set up upon my request and now I have my one account, so all is right thanks to my tireless effort of calling and being inconvenienced. I would have let it go, but because of the agents’ attitude about my ordeal I needed to take it further. I asked for her supervisor and she transferred me to the technical department.

This was not ethical. I am highly upset and would like something to be done about this experience. I want to receive a call back and I feel that there should be coaching opportunities for the CSRs that were involved in this matter. I also would like compensation for having to deal with bad attitude CSRs with the lack of customer service skills. I was told that the connection fee would be waived but I can’t trust that the rep even put that in the notations. I can’t trust anything from AT&T at this point because I was not informed of a reconnection fee until today, 1/5/2012, when I called in. I am definitely seeking assistance from someone who can make this right. The account numbers involved are listed below. Natasha’s employee ID **. Her supervisor’s name was Steve.

I request for a technician to come to my house to do service on a cable outlet that was never set up for Uverse during my initial install. Why it wasn't done right the first time, I'll never know. When the technician arrived, he told me that my entire house needed to be re-wired because the first technician used the wrong equipment lines. He said, "I bet you have had a lot of problems with your Uverse, huh?" He then proceeded to tell me that he cannot do anything without rewiring the entire house. That's no the bad part though, He said I would need to pay for it. He himself said it wrong wrong for me to have to pay for it because they were the ones who did not properly install the service.

Well, because he was 3 hours late and didn't arrive to my house until 7:00 pm, he said that he would need to come back two days later (today, 29 Dec. 2011) to do the work. Well, I've called him several times today and no answer. This will be two days I have taken off work for this. This is the most recent of many problems I have had with AT&T Uverse. When my contract is up, I will be leaving unless something changes. I have cable, internet, 2 cell phones and wireless with them. I have been loyal, but this is what I get.

We were told the agent who signed us up had lied. They weren't cutting our phone service off. He also hooked up the system so the internet would only work if we moved our computer to the dining room because it was too far away to make signal work. Technician left without ever making the internet work.

For the next few days, I tried to get the signal to work but it would always switch to another persons unit and close down since we didn't have the right password. We needed the internet so my wife could finish her course and take her tests which were on the weekends for her Masters degree. Since the internet would only work temporarily the first weekend we had it, she had to spend countless hours at her school on the weekend trying to get their internet to hook her to her programs of study to finish her course work and take her timed exam.

I then called again on October 7th and spoke with a Jeannette ((866) 805-3921) who told us she would cancel it and could I please wait and speak with Tonya. Tonya took all the information and I believed it was done. I was told to disconnect all the equipment and get it boxed ready for pickup which I did. Nothing happened.

On October 17th, I called again and was told it was not canceled. I spoke with a Kathy from a residential sales service center who once again said she couldn't have the U-verse canceled but could I speak with someone else. Once again I spoke with someone called Lamar who said he would take care of it for me and then transferred me to someone called Andre. Once again, after 2 and hours on the phone Andre told me it was taken care of and someone would be there that day to take care of it. I had the Satellite guys in the next day to set up the television and he said the power was still on for the U-verse stuff. He cut our lines and set up the satellite.

Finally I called again and spoke with an Adrian ** on October 20th. (Searched her name through a special program). I am very upset by now. I spoke to her at length and she said she would take care of everything. Once again this was a 2 hour call. And all this was being done off the cell phone. She then asked me if anyone had ever given us an OMS number. I told her we didn't have any numbers since we hadn't been on but for less than a week. She gave us the numbers needed to ship the equipment back and told us to take all the equipment to a UPS store, which was the 1st time I had heard this. She said they would know what to do. She also told us someone would be by on the 26th of the month to re establish the old phone line and DSL.

I spent the next 3 days in the hospital but as soon as I was out we went and had all the equipment shipped back to wherever it was supposed to go. And the UPS store knew all about what to do and they sent it back and gave us a receipt. Adrian promised to call us when she got back from her three days off to see if all was taken care of because it was such a mess. Never heard from her. And she gave us her email address to contact her and it wasn't working as well.

October 26th came and we never heard from anyone. That evening I called customer service on a line number (404 362-0021) and spoke with a lady named Meagan. I was told finally after she searched for about an hour, that a Mr. ** was the tech assigned to set up my line and he would be there by this evening. Well he never came. I called back spoke to Caleb. He told me everything was already done because there were no orders for this number anywhere which meant it had been finished. Another 2 hours of my wasted time.

The next day a technician showed up and said he was going to activate my phone line but it wouldn't work until U-verse turned off the power or line stuff whatever. He said it might take an hour or two. This was a 2:30 central time. I did hear a line sound as if the phone line was now working but he said no calls could be made until U-verse did their thing. So I went to bed and woke up thinking we finally had a phone line. But no. The line was all fuzzy and had white noise on it so bad that was barely all you could here. Then in the background it said if you would like to make a phone call please hang-up and dial your area code and then the number. This was followed by a sound of a fax like screech for several minutes then it would go dead. I called customer service again and on the 27th of October at 8:30 A.M. central time and spoke with someone named John who told me that my phone was fine and there was no order to reconnect a DSL line. He then transferred me to Brittany with AT&T billing who transferred me back to AT&T U-verse services. This time I was only on the phone for 1 hour being told my phone was fine although for the last two weeks the only thing we had to use was our cell phone. I spoke with several customer service people who told me that everything was OK and that my phone and all other services were working fine and then I was transferred and hung up on.

Finally frustrated, I called back again to customer service and told them to cancel everything that had to do with AT&T at our house immediately. I was worn out tired and no one was helping. This was on October 27th in the afternoon. The next afternoon on the 28th, an AT&T technician shows up and asks me how I would like the DSL line installed and where. And could I give him the line filters I was sent and the modem. I was never sent a new modem or line filters and by now Mediacom had already been called the day before and the internet was already up and running.

The purpose of this letter is two fold. First to describe what a nightmare it is working with AT&T. Second is to ask why after all this I received a bill for $164.22 for the period you guys say I had the use of all these fine programs. First of all, If I had kept the U-verse, I have a contract that states it is only for $98.00 per month. (see attached copy of contract). Now I see I am being charged all these ridiculous fees for having had this program from10/10/11-11/2611which from your side has given me discounts from a bill that was $ 249.00. Let me assure you this will not be paid. I also understand that you attempt to force people into arbitration. That can only happen when a contract is signed by two parties and the arbitration is written in the contract. That is not the case. I will be willing to pay for one weeks fees based on the original contract of $98.00 which has been done, even though your product was a scam, didn't work and we were forced into it through lies.

I am a fairly intelligent individual and believe this bill can be reversed in small claims court. Please feel free to respond. I look forward to hearing your explanation of this predicament.

Nothing has changed in my house and the really strange part is that my service pretty much works as usual first thing in the morning. Then it is dead for the rest of the day. If the problem was inside my houses, seems like it would never work but they don't hear that. One tech on the phone said I needed to be switched to a different line. If they did that, it did not work. I have not had a break in my bill but I can't used my internet and I need it for work. It is causing major problems. If I can find a more reliable provider, I am more than ready to switch. I can't believe that a company as big and experienced as AT&T offers such lousy service. They keep trying to get me to pay for tech support.

Just as I thought. I can finally use internet again. A couple of days later, I got a bill for labor, and unnecessary equipment bill (outlet) for $110. Why do I need to pay even if the problem is only the modem? AT&T explained that the technician did work on something else, so I need to pay even if the original setting is good. Now, I feel I am an idiot. Like asking someone to fix the leaks, and he builds a new house for you, and you are expected to pay for that. I definitely will not use AT&T forever. I wish I can give a negative rating!

I am also requesting that you provide documentation to amend the U-verse Statement for bill cycle date: 09/21/11 - 10/20/11 to reflect service was not used from October 5, 2011 as all pieces of equipment had been returned as of that date. The amount of my final payment for $80.00 was a little more than my calculation for a pro-rated bill as I did not use the service from 10/8/2011 through 10/20/2011. The current balance should be set at zero.

As a final note, I would like to be removed from your calling and mailing lists, with the exception of the above documentation request. From 11/3/11 to 11/4/11, I was called six times on my cell phone and at least once on my home phone. Many calls while I was at work which I did not appreciate. I would like to inform you that though the customer service people and technicians were for the most part knowledgeable and very helpful, I was not a satisfied customer with the services and policies as a whole and would not recommend your services to anyone.

Your prompt attention to this matter is much appreciated.

P.S. I have received another letter, dated 11/17/2011, indicating, that I have failed to return my AT&T U-verse equipment within the allotted time-frame. I consider this threatening and inaccurate harassment, considering the documentation I provided more than a week prior to this letter. So I will now send this 2nd request via certified mail to confirm receipt by your company and ask that you correct your records.

Enclosures: (5)

After receiving 2 more for $29.95/month, I tried calling again. This time, I was guaranteed a $14.95/month rate for 12 months beginning August 2011, and that a supervisor was going to make sure that would be taken care. I would pay $29.95 for August, September, October, and in November, I would get a $45 credit, and from that point on, my monthly bill would be $14.95.

Now, I received the November bill and it is still $29.95, so I tried calling again after waiting over 20 minutes. The woman I finally spoke with said that all of the people I previously spoke with were wrong, that my bill should be $29.95 because I wasn't bundled with my landline anymore. When I asked to speak to a supervisor as to why I was given incorrect information several times previously, I was put on hold and then they hung up. I find this strange that I was given incorrect information from each person I spoke with. I even had all the names of their employees and ID numbers, but she was adamant that they all gave me incorrect information.

I am fed up with AT&T internet service and their customer service is horrible, that is if you can ever talk with someone.

My advice: If you're in the Fullerton area, do not subscribe to Uverse. Try something else. They may not be much better, but this is horrible.

The service was never disconnected. I contacted AT&T on 3 additional occasions in August 2011, and I was advised that they were unsure why the request to disconnect was never processed, but that the fees would be waived, and this would be reflected on the final bill. I was also advised, it would take 2 billing cycles for the credit to be reflected on the final bill. However, a bill was received in August and I telephoned AT&T and requested confirmation of when the account would be updated, and I was advised the bill was for the return of the equipment. I advised them that the equipment was returned 8/16/2011, and provided the UPS tracking information.

A bill was received in September and I again telephoned AT&T twice, providing the equipment tracking information, and I was advised, adjustments would be made to the account. However, I received a bill in October, and on 10/28, I then again telephoned AT&T, and spoke with Brandon, who indicated a claim would be filed (claim# **) for resolution, and that I would receive a follow-up call within 2 business days. I received no call, so I called AT&T again on 10/31/2011, and I was advised a claim for the dispute was not filed, and the account was referred to collection agency Credit Collection Services (CCS), ** Newton, MA 02459 (617-581-1074). However, when I called the collection agency, they indicated they did not have the account.

I contacted AT&T again for confirmation, and they advised the account was sent to CCS on 11/5/2011, and the account was referred in error. I spoke with London (ID#lc854r). London indicated the account would be pulled from CCS and that I had zero balance. I requested confirmation of our conversation and was advised it would be reflected in the November 2011 statement. However, I received a call from CCS at work on 11/7, advising the account was not pulled, and that I owed an immediate balance of $95.80, and the account would be reported to the credit bureaus.

I requested CCS to contact AT&T as the account was referred in error, however they refused. On 11/11/2011, I received a warning notice form CCS. Finally, I contacted AT&T again and they advised the account was not pulled from CCS, and would not be pulled until the account had a zero balance. I have been attempting to resolve this improper billing with AT&T since July 2011 (4 months), with no resolution. I sent AT&T and CCS a debt validation letter, and I filed complaints with the Federal Trade Commission (FTC), against both organizations.

After a conversation with another agent, we received an account credit for $79. Today, nearly two months after canceling the service, I received a "past due" bill in the mail for $91. It stated that a $105 early termination fee had been applied to the account, carrying forward mystery charges of "$110". Our service was $45 a month, so I have no idea where this number came from. After a conversation with another agent, I received a "let's call it even" agreement, where the bill was reduced to zero. Basically, that meant I paid them the $79 "unreturned equipment fee". This company is basically running a legal robbery operation.

They replaced both. Now they're telling me it's a configuration setting. I've been on hold for 25 minutes. I would hang up, but the phone system getting to a person is a nightmare I don't want to go through again. I just spoke with a nice lady who offered me their "last chance" repair team and a $100 credit on my account. If I refuse the "last chance" repair attempt, I will be stuck in the contract for one year!

Why aren't their technical staff better educated/trained? Now the technician told me they have a "power saver" feature on the gateway that causes the TV to turn off after 4 hours. If I had known that, I would never have signed up for their services! The technician told me it was included in the literature they provided after the equipment was installed. That's not good enough AT&T, you need to tell consumers before they make the decision to sign a contract with you!

I stated that nothing would be found since all of the other techs were not able to find anything that would be causing this problem. Tier 2 specialist stated that due to the modem order and the date of November 8 after 8:00 pm, she was not able to make any changes to account. She stated that this should clear problem up. I begrudgingly told her we would give AT&T one more day. If problem is not resolved tomorrow after 8:00 pm, we will cancel account. I was told I could go with AT&T DSL service, despite the fact that the customer service agent when I ordered the service said that DSL no longer exists in this area. I will try to get account changed.

They need to re-establish the resources for this area since we changed from DSL to U-Verse. This may take up to 4 days, and we will be without the internet for a day. I'm okay with this. I was told the reason our U-Verse signal was dropping is that we have too fast of a download speed, and that's why it was stable at 1/8th. The speed we had was 2.59 Mbps on the download, is too fast? Not on DSL, it isn't! Do not get U-Verse! You will regret it!

Issues: #1 - AT&T did not provide information about the issue. #2 - They did not send the technician as promised. #3 - I was told that I will get a credit in the morning. They refused in the evening. #4 - I asked them to send me an apology letter. They transferred me to a wrong number and disconnected.

As a person working from home, I lost credibility at work and could not attend meetings and calls. Such incidents could give management ideas that working remote is not effective and cost my job. Where is AT&T's accountability into all of this?

October 3 comes up and I called customer service and I can't pay the $127.38. I was promised, and locked into. I made sure the customer representative repeated back to me that A, I was on a fixed income; and B, I was to receive no surprises for my bill and to bill me. No problem with that, right?

Wrong! I decided to sign up for paperless billing and thank God I did. I get charged $326.61. What? I was told I would pay $25 for the Internet and $99 for TV, especially since my grandma used to work for the telephone company, we were supposed to get discounts. Those are non existent now unless it's a whole $23 which doesn't do much for what they bill you.

I talked to an AT&T live support online. I explained that I was locked into a $127 package for a year. And if I wasn't going to get that the first month, what makes them think I would ever trust getting it any other time? They charged me $253.38, and $88 for Internet. They did not bill me for a month in advance. They billed me for three months in advance.

I decided to talk to a customer service representative. Again another mistake. I tried to calmly explain that I'm fuming mad, with steam coming out of my ears. That my bill is not what I agreed upon. Oh and a bill is coming in the mail in seven days. Good thing I will make a copy and post to make sure nobody orders AT&T U-Verse. I told the customer service rep I refused to pay the $326.61 and that they are going to find whoever told me about that deal and give it to me, or else I'm going to cancel. They won't get a dime and they can pick their ** and get out! My frustrations boiled over, and my next bill will be $131 a month. They are not going to get that option. I hope that everybody doesn't go with this service. If you have them, cancel and go with a better service.

Of course we were billed $149 installation and when I called to complain, I was told that it was not a self-install. When I called the tech who came to the house, he was rude and claimed. We told him to install it because we weren't able to do it! Along with my many other ongoing issues with At&T, it seems that they just lie every place they can just to get charges on your bill that are almost impossible to take off.