AT&T Internet Reviews

I have to pay $438 or cancel my service, have my credit negatively affected, and then pay setup charges with another Internet and cable company.

The latest installment of this saga occurred with an Internet outage yesterday. When we reported the outage, a technician was scheduled to come today between 8 am and noon. The technician showed up and indicated that the problem is the result of faulty outside lines, and that someone would be coming in the next half hour (this was over two hours ago) to examine the outside lines. We are still waiting for that technician to show up. Not only are we without Internet service, we are also now without home phone service. Not showing up when scheduled, a broad-based refusal to take responsibility or accountability for the problems, and a lack of trying to get to the root of these difficulties, which have interrupted our service since the installation of UVerse is bringing us ever closer to pulling the plug with AT&T.

My plan was for Elite Pro Wireless $24.95/month. They had been charging me $40/month! Another thing, once I thought I almost got into my account online but it seems my account is on small business account. I don't have a business. I never got a serial number of the equipment AT&T was supposed to send me in the mail, instead they lied a tech just showed up with it. Something is just strange I kept complaining and I never got the proper response. I live in California and apparently my IP address is often showing Texas. I had never lived in Texas. I have been in Monterey County, CA.

I can't even get AT&T internet security since I have my service connected on Feb 18, 2011. Something doesn't seem right. Each time I check the view source to do research it usually says hide, block, clear, something like that. AT&T U-Verse should be responsible for any damage or negative outcome for service provided in my situation since I thought that their business will give me a piece of mind. It is bad enough that I believe I am a victim of ID Theft and Fraud. For some reason, since I have made so many complaints, I stop receiving all these bills.

I called the customer service department many times, and I had so many problems getting through to a customer service representative. Either the touch-tone service wouldn't work, or I would be placed on hold for half an hour and the call would magically disconnect. After a couple weeks of this headache, I finally got through to a customer service representative. I waited for 25 minutes on hold; then finally, a woman picked up the line. She had a heavy accent, and she struggled to keep up with the conversation. It took her 20 minutes to type my address into the computer, and when she transferred me to the technical support, the call was disconnected! I highly doubt this was a coincidence because I was using a landline.

I got very busy with work, and I had to travel for work. When I came back a few weeks later, I struggled once again to call AT&T. I still could not get to the technical support or even a person! Their automated services are so annoying to navigate through! After a couple months, I was able to cancel my AT&T DSL service that I never received. I sent the modem back; now they are demanding that I pay $190 for the modem and services I never received.

I only paid in fear that this would ruin my credit, but I called them to dispute my bill and get a refund. I spoke to a lady who said that their accounts specialist was not in. She took my phone number and assured me that the specialist would call me back to dispute the bill. It has now been a week, and of course, I haven't received a phone call. I tried calling again today, but I couldn't get through to a person once again. I will try again and again until I get my money back, but I have learned my lesson. I will never use AT&T for any services. Their customer service isn't just horrible, it's not even there! AT&T is the worst company I have ever had to deal with. Save yourself the money and headache--use another company!

On September 11th, I sent AT&T a letter explaining that U-Verse was awful and that I was being overcharged. Since that time AT&T disconnected my telephone and my Internet for non-payment (even though I mailed them the entire $289.05 under protest).

I never received a phone call from Customer Service explaining what they were doing. I had U-Verse disconnected and had DSL installed for my computer. I do not feel that I should have to pay for service I didn't have.

I then received a bill for the service which had not yet started. They apologized and told me not to pay and that they would fix it. The bill was also for $35, not the original $14.95 that was agreed upon. They said that the promotional discount didn't go through their system for a few months and that when it did, I would start receiving a credit for the extra amount paid.

Four months after I had started the service and my promotional discount should have kicked in, I continued to receive bills for the wrong amount, so I called and asked about it. They said they can't change it because then if the computer changes it, it would cause even more of a mess and I should just wait another month and call if it happens again. It did, so I called and was told the same thing. Eventually, I talked to a very nice customer service associate who stayed on the phone with me forever and added up all of the credits I was owed.

She told me it was taken care of and assured me that she would write very detailed notes in my file, so if I called in again, everyone would know what was going on and that I was owed a lot of money. Well, I received the next bill and nothing was different. I called again, and the person I talked to flat out told me that I was wrong, that everyone else I had talked to was wrong, that she was right and there was absolutely nothing wrong with my bills, and that I had already received the credits I was owed.

After arguing for a few minutes, I asked to talk to someone else because she would not listen to me. She came back on the line and said a manager was on their way to talk to me but wanted to make it clear to me that they will just tell me the same thing. I never got to talk to a manger. She just argued with me some more. The point I was trying to make was, how could they not honor what every single person that I've talked to at their company had told me, and it never happened? I was told one thing, then had to call and check up on it to find out that it was denied.

At this point, I had had enough and filed a complaint with the California Public Utilities Commission. Within two weeks, I received a phone call from the executive offices telling me that I would receive the credit I was owed. I never received it. I had canceled my service after six months and was told I would receive a final bill, and then, another final bill showing my credits. I was continuously told not to pay what was owed on my account because it would just be credited, but it kept showing up as overdue. I didn't want anything to affect my credit so I paid it, thinking I'll just get a credit for it later.

Five months after I canceled my service, I keep receiving final bills every month. The last one was for a $105 cancellation fee. I paid it again to avoid it from affecting my credit, then, I immediately filed another complaint with the CPUC, asking for the money that I was already owed for before, another credit that was owed to me but I had never received, and a refund for what I had just paid. This time, I was contacted within a week and promised a check in the mail for all of the money I was owed within 7-10 business days.

It's now been two weeks, and I have not received anything. This company should be put out of business. I will continue to file complaints until they give me every penny I am owed. They're lucky that I don't sue for compensation for the hours I've spent on the phone with their representatives and the abuse I've received from them. If you have a problem with this company, I'd suggest filing a complaint with your local utilities commission as you're sure to get a response and continue to file complaints every time you are promised something that you don't receive.

Several months later, I discovered that they were still charging me $42.95. On October 5 at approximately 11:30am EST, I called and was transferred 4 times before I finally was able to talk to a Miss **. She claimed that AT&T had no record of my prior conversations and also that they could not give me credit on my account. She did offer to lower my rate to $29.95 but would not honor the original rate.

As of now, I have not mailed my September bill as I intend to withhold payment until they correct this mistake. I think this will cause problems with my credit with AT&T, and I also believe that they are acting like an organized crime ring in destroying records so that they can deny my claim. I do not live in Savannah, but this location is a 2nd residence, and I would be interested in participating in some type of legal action against AT&T. I have also heard of other people having similar issues with AT&T on these billing matters. I have also filed a complaint with the GA Public Service Commission, but I do not believe that they have jurisdiction over internet services.

On Friday night, a young lady came to our door and said we now had service for U-Verse. I told her my last situation. She called in and they ran some online tests, and now it was just a matter of boosting the service to the pedestal in from of my house. I took the same service and bundled my cell phone service in for billing. I paid about $236 month for 4 phones now on AT&T. I received a call on Saturday when I was out, that, again, my house is not compatible with their service.

Now here's my choices, stay with their incompetent bunch of ** and wait for service, whenever it would happen, or take my current $430 a month of AT&T ARPU sales and go to Infinity for TV and Data, and get all Wireless service by Verizon. Which do you think will get installed faster. Now put your pointy little marketing hat on and give me a straight answer or are you too dumb to know the answer?

Shortly after that, I had made several advance payments on my account. So, I had a positive credit on the account for upcoming months. In August, I received a bill showing a $120 dollar installation fee on my account. I called in to AT&T several times regarding this issue. Every time, I was promised the issue would be resolved, except today, 09/30/11, when they told me they would not issue the credit. I was transferred to retention to cancel my service, because they would rather lose a customer than credit the incorrect charge. I asked several times for an email, fax number, and mailing address where I could send the documents proving I was right. I kept my original order confirmation from AT&T's website, the installer's work order, and all of my bills, so I could prove to them that I never asked for installation or approved any additional charges for installation. Not once would anyone provide this to me so I could dispute the charges and remain a customer. Without a question, this is the worst customer experience I have ever had! The dates I called in to dispute bill are as follows: 8/29, 8/31, 9/9, 9/13, 9/21, and 9/30.

I got home service for Internet only, for months for under 20$, then added home phone service. We were sent a promotion that bundled, so we accepted the promotion but soon found out that it wasn't what was agreed upon. I called, they made excuses for the high bill being credits. So I waited for the next bill and it was still very high. So, we called to cancel the extras and go back to just Internet, then was offered high speed at same price for a year.

I took it, then got the bill. It was not the same price, so I called and was told that it wasn't done so it would have to start from this date. I said no, you will have to credit this bill as well. "Can't do that", she said. "Let me get you someone else to help." I sat on phone for a total of 28 minutes and 52 seconds while I went through a machine talking, then told me I had to wait for my turn, long turn. So finally I started pushing 0's, finally got through and asked for manager. I was told she needed to know so that she knows what to tell the manager. I went through everything and was told that they no longer had less than 20$ service but now 24$ for year.

She didn't know why I was offered less than 20$ for higher speed on the week of 7/26/11 and said they had price increase and are not offering promotion. I asked what happened to that manager I wanted to speak to, she said in meeting and I have to leave voice message.

See how they get around taking advantage of customers? They excuse and pretend you spoke to customer service reps that did not know what she/he was talking about, pretend to offer you something new that becomes another lie. The person did not know what they were talking about then leaves you on hold and never talk to managers because one rep told me once that they are trying hard to avoid giving calls to management. Management doesn't like to take calls. They hope you will give up the rat wheel that keeps turning but never gets results.

That is why I am writing this, because you can not win against them. They get away with customer service messing up excuses or pretending what happened to you is only in your mind. They asked me if I wanted other offers, I said no, never again. You don't keep to your offers, they are lies. Not one has come true. I still have to call and then learn the rep did not know what she was talking about. Oops, who pays? Me and every other customer.

As a result, I have a very minimal Internet signal and when I am actually paying for a full signal. I am still trying to get this resolved but I keep getting bounced around. It appears to be a big scam, in my opinion. And, they disconnected their Internet customer service number with no new number to replace it with. Now, that is amazing.

Every time I call AT&T, it gets to a different department, and they keep on switching for an hour then eventually call gets disconnected. It's a scam. Don't subscribe to AT&T's U-verse or to any other service.

First, AT&T Uverse said that was our problem since they set it up on Friday and we didn't discover the bent cable head until Sunday (two days later). But after 30 minutes and talking with a supervisor, they agreed that we could again schedule a two-hour window to meet a cable tech to get the new cord. We ended up paying $40 at Target to complete our installation. A bit of a rip-off.

One week into U-Verse and my husband could only see one game! The rest were blocked out. Only after 1 hour and 4 people later did we discover that only one game could be watched a day and AT&T would choose that game daily!

Mrs. ** lied to us just to get the sale. Is this really what companies are like, now? Is there no honesty anymore? We are still in our 30-day money back and really thinking about leaving AT&T!

When my first bill came, it was for $143.96, more than twice the amount agreed upon for the month. There was a huge charge for deregulated wiring, which the tech never mentioned. There was another charge for a BYOM kit, which is not explained at all. I believe it to be for a packet that they sent me in the mail with an extra cable, which I never asked for and which I was not informed about.

I have since spent nearly four hours on the phone attempting to get in touch with someone helpful. "Please note, we are experiencing unusually high call volumes, so you may have a long wait time"--if I hear this message every time I call, it isn't unusual anymore. It is a sign that your customer service is terrible and you need to fix it. The policy among AT&T reps seems to be "I don't like this person, his problem is complicated, he is upset, I'll transfer him or hang up on him without notice." I am currently still on the phone as I write this.

Does AT&T hopes that I will not have enough time to call? This is illegal billing practices.

I called AllConnect, a third party vendor, on Thursday September 1st. They pitched me a good package, and searched the calendar to give me a September 12th installation date. I received an order confirmation that same day (exhibit number 1). Unfortunately, I never looked at the details of the order confirmation, but the appointment had been moved to October 4th (34 days after the order date) without an explanation. I took off half a day of work on September 12 to wait for the installation team, which obviously never came. After work, I called AT&T back just before 5 PM.

The customer service department referred me to the technical support department to see if I could get my date moved up. I spoke with Mark (employee ID: **) at technical support staff, who was extremely respectful and helpful. He was able to move our appointment date up to September 29th. Obviously, I was still not happy with having to wait almost a month for service, and for not getting any explanation for the lengthy delay.

Mark explained that his manager (Agent ID: **) would not be in until two days from today, so I should call the customer service department for further help because they had multiple levels of management, who might be able to help me improve on my date. I explained to him that I was disappointed that they were the ones who had sent me to him in the first place, and he sympathized with my situation, but asked me to elevate it to them. Mark did his best, and told me use reference case number in further communications.

Around 5:30 PM, I called customer service to try to improve on the date, as Mark had suggested. This time I spoke with a Joshua. This young man apparently called the same people Mark had called, and told me that there was no way to improve on the September 29th date. When I asked for a manager, he would respond with, “ I would be happy to let you speak with a manager, but he cannot do anything more than I can do.” Each time he said this, I requested to speak with a manager anyway, and each time Joshua would respond with this coached response and not forward me to a manager.

I asked Josh for the name of someone higher up that I could speak with, and he gave me a physical address for the escalation department. I explained that it didn’t seem to make much sense to send a mail to an address that would take three days to get there, three days to respond, and it would be pointless to try to move up the installation date in this manner. I asked for a manager again, he refused to forward me on to one.

I finally hung up on Joshua, and called the customer service number again. I do not know the name of the young man I spoke with next, but you can look it up on your system. The first words I said to him were that I needed to know the name of the last person I spoke with (Joshua) and that I needed to talk with this young man’s boss. This young man explained to me that he was an account manager, and that there was nobody above him in the organization, which I thought sounded a bit silly, but I let him try to help me.

He again came back and explained that he had done the same thing as the first two men did, and had gotten the same response. Again, I asked to speak with his manager, and he responded with the same coached response (word for word) that Joshua had responded with. I explained to him that I had asked for a manager over five times and still had not gotten to speak with one even though everyone kept telling me that they were happy to let me speak with a manager.

This new young man then said that I could speak with his boss, even though a few moments earlier he had told me that he was the highest ranking employee at the call center, which turned out to be the first of many lies I was told from here on out. As we waited for his manager to get on the phone, this young man researched the issue and explained to me that the third party vendor (Allconnect) had given AT&T the order on September 1st, but it was not scheduled for a appointment until September 12th (which of course is lie number two, per exhibit number 1).

I asked him why I was not scheduled for an appointment if AT&T had been given the order on September 1st, but he had no answer for that. At the time, I had not dug into the evidence, so I did not realize he was lying, I just thought they messed up. I asked to speak with his boss again, after which he finally put me through to him. I then spoke with his boss, who very quickly explained that there was nothing more to be done and that I had heard three people say that and this conversation was over. He said all of this before I could explain the situation.

I asked him to listen to me for a moment, but he started to explain that Allconnect had apparently not even given AT&T the order until September 12th at 6:02 PM (Lie number 3, since I had already made two calls which AT&T had pulled up my account, referenced my scheduled date, and moved my date up). After I explained to him that it was clear at this point that he was lying, and that I had proof that AT&T had my information prior to the time he was trying to say AT&T got my information from the third party vendor, he completely clammed up. He began to try to pass me off.

I asked him for the next person I could speak to, and he gave me a physical address where I could send a note to complain (the same address for the escalation department that Joshua had given me). I asked if they had a customer service department, and he said that I should call the FCC if I had a complaint (which I later did, see exhibit number two). He said that there was no one above him in the organization with regard to customer service, and that contacting the US government was my only option, which is utterly ridiculous.

I need to understand, from a business perspective, why AT&T is willing to give up $1,500 plus in revenue, rather than to hire more technicians. When you have a monopoly, you should not be able to make people wait for five weeks to get service from the request date. Do technicians cost $1,500 per visit? Multiple members of your team told me that they had hired more technicians than they need, and that no one else was available for hire, despite the nine percent unemployment with millions of people looking for jobs.

Joshua said that technicians were working around the clock doing twenty appointments a week, while the next account manager explained that technicians could only handle two appointments a day, so that was another lie. I had asked, multiple times, to be put on a list to serve in case one of the dozens of appointments between now and September 29th cancelled, and was repeatedly told that there was no way for this to work (which seems ridiculous). I was offered $5 off a month for the first six months (a $30 value). I make $120,000 per year, so taking the morning off and spending two hours on the phone this evening, along with taking another morning off on the 29th equates to $576 in lost wages, but $30 seems like a fair trade?

Of course, I have no other option since you have a monopoly in this area, something which I explained to the FCC, who takes it very seriously when companies who are given monopolies do not serve their constituents in timely and honest ways. They also take it seriously when there is no customer service department, and the constituents are sent directly to the government to lodge any complaints, basically outsourcing basic customer service to the tax payers.

In the new world of social media, in which I am a practicing expert, it is unfathomable that you would lie to customers in a way that could be easily proven. It is ridiculous that you would treat customers this way, and that you would not have a customer service department to deal with complaints. It is unfortunate that you force customers to report you to the federal government instead of actually dealing with us like we are people. Unfortunately, you will likely learn the power of social media the hard way, as many other companies have. Please, take this note seriously, and learn your lesson, before someone has to teach it to you through a massive loss of business or a successful FCC Lawsuit.

It's already 2:00 p.m. now. For an international company to take two weeks to resolve this issue is not acceptable. I have emphasized that I am a web developer and this Internet connection is essential; they gave me so many apologies, not service.

When I called to complain on the first one and asked to speak with a supervisor, I was pretty much told that it's not what they have and that there was nothing he could do and yet my contract says $125 minus taxes. I called my representative and he said that he would call his supervisor and have it taken care of and that on my next bill, I should have a credit of the difference. I called again and spoke with a girl and she says that they have me down as $139 a month; she would credit me $28 this month but was out of luck for previous bill.

I tried calling and texting my representative and he is now not answering me. I was with Brighthouse paying less than $100 a month and when Adrian showed up, I thought I could handle $30 more a month, what a joke!

I explained to the agent of my previous account, which had a very good financial history. She placed me on hold two times then asked me for my social security number which she said was to verify my account. I specifically told her that I don't want any credit check on my account as this could have a negative effect on my score. She assured me twice that this was just to verify my account. I was also promised 6 mbs as a part of the special promotion.

I had to wait 3 extended days to have access to the service due to technical difficulties in my area. During my set up with the technical representative on the phone (Riley-good customer relations), he expressed that only 1.5 mbs was available in my area and recommended that I call customer service to have the issue sorted. I called customer service and the representative was very abrupt, mentioning that there is nothing that she could do. I then asked for the assistance of a supervisor. She mentioned that none was available and took my number for a recall. Up to this very moment, I have not received a call from Customer Service. I am in receipt of a bill of $90.18 from a special promo of $19.99.

My experience with AT&T is now more than disappointing but extremely frustrating! Please note the issues below:

6. In my initial discussion with the sales rep my bill was estimated to be $23.00 and now I have received my first bill for a whopping amount of $90.18. NO additional charges, fees or cost were explained to me in the initial discussion.

Necessary Action:

3. An upgrade of the agreed 6 mbs as advertised and promised by representative

I can be contacted at ** or mobile number **.

I have a very negative image of AT&T and I'm truly disappointed with the overall service of the company.

We asked to talk to a supervisor and was told in different occasions that they were in a meeting. I guess the meeting was about how not to take phone calls from customers. The funny thing is that if you are ever late in paying the bill, they will charge you a $50.00 late fee. This people have some **. I can't wait for my mobile contract to expire. AT&T really sucks **. And just to make sure, I will tell everyone I know that this company sucks and has the worst customer service ever.

We were told the check will be mailed to us in 90 days, after joining the service. Now we called in and talked to Jessica and Anna today. We came to know we are not getting the check for $100, because we didn't call in earlier.

A few days later, I was billed for the full amount. I figured I missed the cut-off for the billing cycle (I've learned recently that not only do they bill in advance but they prorate. AT&T representative knew nothing about this, ordinary people informed me, and later confirmed by AT&T personnel). The next month, I was billed the same amount.

So I called and they said a credit was issued and informed me of vacation hold (drops service to bare minimum, and leaves phone since I need phone for my alarm). So on June 15, 2011, my account officially goes on vacation hold, after numerous calls again (nothing goes right if your rate is going down).

July's bill comes and my bill is finally dropped to the level I wanted on May 2. The only problem is now I am supposed to be on vacation hold. I call again and am assured I am credited (I am not).

I need to clarify what happened during the vacation hold. The day after my account goes on vacation hold, I get an email that AT&T is sending me a package! I am on vacation, but thank you for sending a package to sit on my porch! I called, upset, and they tell me it’s a mistake and they are sorry. I tell them I want that package off my porch and I do not want to be charged for anything. They assured me it will be taken care of and promised to email me and call me when it’s done. They never called me, but since it never got taken care of, I guess they didn’t lie.

So now, I am informed I need to return equipment. That is why that package was sent out. I call and they tell me it is their mistake and not to worry. But I still worry. Maybe a month later I will get another email of urgency telling me I will be billed for unreturned equipment! I called again. They promised me it is ok. I promise them it is not and that I need to get something in writing, but they cannot.

So early September 2011, I get billed for the equipment charge plus my vacation fee. I called to ask them why I am getting charged for the equipment and why I am getting charged at all, since I have a credit. The representative tells me, “Yes, you have been credited.” I respond, “Why am I paying then?” She says we adjusted your bills and I respond that I already paid those bills via credit card and received no credit. She responded that I will not receive a credit to my card but it will reflect on my bill. She does not see the problem.

After hours, I finally get a partial credit (they over billed me by $146, not counting proration, and I said I’d get May since I just want to get this fixed and she gave me $82 and acts like she’s doing me a favor). So I am complaining about having a huge credit (I want my money back, not U-verse credit). When they give me back the equipment fee, I already paid and she said, “Oh no, you have to pay that according to ‘tier 1’.” I say let me talk to tier 1 and I was put on hold for about half hour and then disconnected.

Over the past few months, I have spent at least 15 hours on the phone with them. I am being generous as it’s probably closer to 20. Most of that has been on hold with me explaining the problem again and again getting transferred to someone else and having to explain it again. It always takes 20-30 minutes of explaining and then they’ll say, "Oh, I have a notation here explaining this and that" but they never see all the notes and other reps see others. Never the same. It is always a pain having to call, wait on hold, explain and repeat.

There is no easy way to get in touch with AT&T, it’s simply by phone. Potential customers have chat access. No email and every department know nothing about what is going on with the other departments. They are a communication and information technology company but the infrastructure seems like mud huts and smoke signals. I would be embarrassed to treat a customer like I’ve been treated.

U-verse then disconnected my service despite the fact that I had called to resolve the revolving billing issue on the 23rd. They then demanded the full $406.69 to restore service, which I could not pay in full at the time. AT&T then cancelled my service 8 days later, on the 31st.

I called them on the 4th to pay the full past due amount and was told I would not have service reinstated as it was already cancelled. My only recourse is to A: Take my equipment to UPS by the 9th or be charged an additional $550 on top of the $406.69 in dispute and B: Reapply for service, albeit with a security deposit and credit checks and there is no certainty I would be allowed service.

I have been a loyal U-verse customer in good standing since it was introduced, as well as a 4-year AT&T wireless customer. I feel this situation is unwarranted and abusive.

I called technical support and, after trying lot of things over the phone, the problem was not solved. I called back on the same day and I got the same result, but this time the customer service rep set up an appointment with a technician.

The technicians, two people, came, checked all connections and, in the end, one of them said that my connection is too slow and that's why I get kicked off the internet. I asked him if he could speed it up and he said he cannot.

AT&T wants me to update my service to a faster DSL and he cannot help me with that. Faster DSL service means more money for them. The technician said my phone connection to my printer and laptop is wrong and decided to re-connect the whole thing. I never had any problem the way I set up all wires 2 years ago, but I trusted him and let him re-connect the whole thing. Just to find out the next day, when I tried to make a phone call, I did not have any dial tone.

I called AT&T the third time and they said that before they fix the internet problem, they have to fix my phone problem and I might be charged for it. I might be charged for their technician’s screw up on my phone line? That's ridiculous!

AT&T, instead of fixing the internet connection, screwed up my phone line and I am not able to make phone calls. They refused to send me a repair man without me paying for it, so I had to disconnect all wires and re-connect them again myself. After that, I had dial tone and my phone worked fine. The internet connection came back the next day by itself.

So I went to log-on for work and found out that I have no Internet service. I called the AT&T office for assistance and that's when I found out what they did. I was transferred 20 or more times to customer service agents, leads and managers in every department that AT&T has. I finally spoke with a young lady who stayed on the line to get the issue resolved.

Today I go to check on a two-month credit that was issued to me, and once again, I was transferred 7 times, from telephone billing, Internet billing, special services, which I also found out there was no such department. No one seems to be able to find my previous account. They transferred me to technical support for which I had no idea why they did as I was not having any tech support issues. I just don't understand why a customer who's been with AT&T less than six months would have to deal with a large company and not get anything resolved. I would never refer anyone to AT&T. Finally I hung up and called back. I spoke with another lady in telephone billing who was able to find my Internet account and she only told me that the credit had been applied. I kindly said thank you and hung up! I know that there has not been any credits to my Internet account.

Before using att tech, I could customize any brief case that I created but I still can on the ones before they worked on my computer. Icons on my desktop will move from one point to another without my prompting, not all of them but just one or two without my prompting. Sometimes after closing a program, I will see my Acer welcome center program come up, again this could only happen with me pointing to it and opening it. And it is not on my desktop, but it opens. When I am playing a game with my son, the screen will minimize or maximize by itself; it will pause without my prompting and even end by itself for no reason. When I open up my bible verses for study, if I leave it open in one window and go to another, when I return the verse has been replace, or the entire verses that I had opened will be reduced to just one verse.

The above and more just seems to work by their selves, without me doing anything. Still my homepage will change without my doing anything, nor requesting a change. Windows open when I reboot my computer only for a second or two but I do see them open. I will get two pointers that will open and sometimes the page will change all by itself. When playing real player, once it opened and music started, the pointer will freeze. To this date, I have had only two blue screens.

On one of my sessions with att support tech, they started to work by remote access, but to my surprise the tech was working in the background, and I was not allowed to see what he or she was doing. After the session, I called back and talked with someone and asked if a tech was supposed to work on my computer in the background where I could not see what was going on and the response was no; the supervisor wanted my permission to use what happen as a teaching tool for the tech.

There has been so many subject of concern using att support tech from the fact that they will remove a tool box from my computer, and when I ask why, they say that some toolbars can cause a virus, but when I tell them that tool in question was Norton secure site they only apologies, and return it to my computer. I have had techs pretend to be supervisors, when they were not. On my last chat, I tried to save as much of the chat as possible but the tech kept logging out the session, and when the tech return what was said before was not lost but I did try to save as much as possible. Note that I have had four tech supports and this is the only part of one that I could save. Each time they work on my Acer, it gets worse and they never seem to accept blame for their actions.

When I call to speak with a supervisor, I would be told that they would have one call me back. Even when I ask for a website or a phone number so that I could complain, no one would give me the web nor the number to call someone.

I have had my Acer for about six months and each time att support techs work on my computer, they leave more things wrong than before I called. I have a computer now that runs slow and does things by itself. They advertise that there techs will keep my computer running without all the problems that I have indicated above, and they say that they will keep me from getting virus, or if I get one then they can remove and restore my computer back to where it was.

They have placed McAfee on to my computer and when the tech wanted to install it, he said no but when I called back and question if two could be running, I was told that att never install one. Yet I did see McAfee on my computer before I called but after I ended the support tech session, the pointer stills freezes up when I am trying to move it. My download speed has changed to the point that its sometimes impossible to download music, or even play it.

I have gotten nowhere dealing with att support tech but I have money coming from my checking account monthly, for a product that is only causing me more problems than before. My printer works when it wants to and at times, the printer will cycle on and off for no reason. Computer will freeze forcing me to shut it down and open it up again. And I believe that doing this has cause problems with some of my printer drivers. USB ports work sometime.

Over all, I have a computer that I have only had for less than a year, and after purchasing att support tech package, my computer is worse than ever.

At any time, he mentioned that the DSL line that I had, had to be updated at a cost of $110.00. When the bill came, I was charged $48.00 for U-verse service, $110 because a tech had to come to my house, $36.00 activation fee and $100.00 for the modem. My main complaint is the fact that when someone calls to request the service, we were not told about the $110.00 installation/line update fee. And when I called about the $48.00, I was told that for two months, I would be charged that amount and then be reimbursed. This means AT&T will keep the difference between $48 and $29.95 for two months, plus the $36 that was supposed to be waived. This company is deceiving and ill-intentioned regarding customer service.

My first bill was for $386.35, a great deal more than I was told it would be. One of their excuses was that I was originally supposed to do "self-installation," but that was never discussed or disclosed when I placed the order. I expected an installer to come to my house because I was told there were fiber-optic lines that would have to be run into my house. How could I possibly self-install that? They charged "installation labor" as a separate item, despite already charging for the installation service call! They charged a connection fee, again, as a separate item. They charge twice (service call, labor) for the installation, but then they have to "connect" it, so that's extra? It's just piling on extra charges for no real, discernible added service. Even if I had managed to do the self-installation myself, I'm told many of these installation-connection-related charges would still have applied. But having an actual installer come to my house, which I was told was necessary, made me eligible for serious price gouging, piling on of specious, made-up excuses to charge more money.

I finally had to shut my debit card down and get a new one since they wouldn't stop taking money for closed accounts. I thought it was all cleared up because I got a check for $86 as a credit. Well, I got a phone call today from a collection agency saying I owe AT&T $116 for a past due account. Now mind you, I have current U-verse service. I called one more time today and talked to an agent for 45 mins. He saw all the accounts, all the notes, all the mess, and he said that he couldn't, so he needed to transfer me to someone who could. Scott West proceeded to tell me that all I could do was contact the collection agency and pay the debt. This is just horrible. And he said I could pay my current bill that's due if I wanted or I could set up payment arrangements if I wanted. What a slap in the face. AT&T should not be allowed to do such things. I don't want a blemish on my credit report due to there incompetence. I'm fuming mad, and I hope something can be done about this situation.

On my third move, I still had an account number which was paperless. However, on 24 Aug 2011, I found out that their prices just increased. I received a paper statement in my mail saying that my bill is $79.00. I went online and saw that it was $19.95. When I called AT&T, the representative said that they cut our service and reopened it so I will be charged as if it’s an entirely new account.

Let me just say that the move we had was unexpected. My apartment was damaged so the landlord had to relocate us. I was never told that it was going to be canceled and then reopened; I was advised that it would be transferred. I didn't receive a charge like this when I moved into Calumet City and I didn't receive any notice of a new account or booklet, just the large bill.

I then asked for a floor manager. I was left for half an hour to wait and they hung up on me. I called again but nothing happened. Today, I called their office around 16:22-17:30 but no one is picking up the phone. I just kept on getting propaganda information. I really wanted to cancel but they insisted that there is a fee since the account was restarted. This is unacceptable.

Phone Line Unlimited = $35.00

Also they said that there will be no cost to install. My first bill comes and it is $157.53. So I called the 800 number. They said the first bill is usually high and that the next will be $107.95. I said okay. Otherwise, I could say disconnect everything because it was still under 30 days.

Now I got the second bill and it is $146.40. I called several times and they put me on hold for an hour. AT&T sucks. Nobody wants to help. I had very bad experience with AT&T. Before, I thought they are good now, but I was totally wrong…

In 2010, we received a letter from a debt collector looking to collect $104 for the modem. I called AT&T and explained the situation and asked if I returned the modem, would they credit the account to $0.00 and remove it from her credit report. The representative that I spoke with said it wouldn't be a problem since the modem was never used and everything was still in original packaging. I sent back the modem and three months later, we received another letter from the same debt collector. I contacted them and explained that the debt had been settled between us and AT&T. They told me that AT&T needed to contact them and let them know that it was resolved. I then contacted AT&T and they said that I had to talk with the debt collector again. I did so and they agreed to contact AT&T. They also said that they would call us back if it hadn't been settled and if it's taken cared of, then they wouldn't call us back. We never heard back from anyone regarding the debt.

Then, a week ago, we tried to add a 5th line to our family account and were denied. They said we owed $145 for a landline. Well, neither of us ever had AT&T for a land line (ever in our lives). Then we find out that when she tried to get the DSL service in 2008, they set her up with a landline without her authorization. They never sent one bill and we never received anything from a debt collector or AT&T!

This then started a week-long stretch of phone calls lasting upwards of five hours a day with no help from anyone! They transferred us from one department to another and having to deal with people who couldn't speak English, to people who just didn't want to help, to people who could see the problem but couldn't help, and to people who were just plain rude. I was even told by a manager, "my representative, Sarah, went above and beyond for you and we won't do anything else!" All, Sarah did was, she noted our account and gave it to the back office and said that they would call us by Friday with a result.

It is now Sunday night/Monday morning and they never called us back. I can only assume that they did not do what was promised! We were also told that we would receive a call from a manager on Wednesday and Friday but neither of which happened. I was also told that the return policy is 30 days and that they wouldn't credit me the $104. She then said, after the 30 days, the equipment, legally, become ours. I asked, why didn't your department send back the modem? If it's legally mine and if we legally owe the debt, then you should have legally returned the modem to us. But no, instead, you kept the modem and still tried to collect the $104. I may be wrong, but legally, isn't that illegal? I'll tell you what, you clear the debt, or send me back my modem! Not a new one, not someone else's, but the exact one that I sent back to you with proof that I am being sent the original modem!" I was told that they can't do that because they don't know where the modem is. I said, then you resold my legal property? I didn't get an answer and was pushed off the phone.

Now, (back tracking) on Thursday, we were told that if we paid the $145 in full, we would be able to add the 5th line without any problem. I spoke with a manager at AT&T (wireless). I explained the situation for the millionth time and he credited our phone bill to $0.00 and then we'd be able to pay the $145 instead of $190. I was blown away! I couldn't believe that they were willing to help us on the wireless side, but not on the landline side! The help that AT&T has given us over the past year on the wireless side isn't 5-stars, but rather 10-stars! They've gone above and beyond, always trying to help and giving us great deals, offers and offering credits on our bill.

Now, back to the DSL/landline departments. We paid the $145 (even though I didn't feel like we had to) and my girlfriend went to add the 5th line. She was then told that she couldn't because the $104 for the modem is now blocking us from adding the extra line! Before, we were told that it was the $145, but now that it's paid in full, it's the $104! Keep in mind, that before all this, we were able to add two lines with zero problem. Then, the only debt owed that showed up was the $145 but now, it's $104!! So now, we've been lied to, treated like dirt and passed from person to person without any regard for our time.

Don't let AT&T DSL/Landline department push you around. We were charged with fraudulent bills and expected to pay for things we didn't owe. Let's use common sense, why would I send them a modem if I knew they would continue to charge us for it? I would've easily sold it on eBay and paid off the debt! But no, I did the right thing and they, as always, drop the ball and try to profit off on costumer's ignorance.

Little did they know, I'm not ignorant! Anything can be tracked by a part number, serial number or IMEI number. If they ever say, "we can't find that". Simply tell them to look up the serial number or IMEI number. Those show the history of where it was sent, received and activated.

Protect yourself with knowledge!

I have to have the internet for work, so I can't just cancel. This has been the worst customer service I've ever received. I'm told something will be done and was given some BS story about how it takes time for the rate to kick in and yet it doesn't change. I pay the bills so I don't lose service, but I fight it every month. Right now, I owe at least $75.

When I called AT&T, they gave me some credit because the bill was like $800. They said that I have to pay $260 but I told them, “No.” So they said that they are going to charge the calls as if I used the program 5 cents per minute. I said, “Okay.” But it’s been 10 months that I’ve been calling them and they don't want to fix my bill. They always disconnect my Internet service and they always charge me $30 to be re-connected. Until now, they don’t want to give me the credit or take it from my bill. I am frustrated and tired of dealing with this every single month. I will appreciate your help. Could you please help me? Thank you. My phone number is **.

AT&T should be paying me! I have no service! To be interrupted as much as I have been is uncalled for. New building, computer, and poor AT&T service are a bad combination.

I have spent more than 12 hours on the phone with them and have been transferred to non-existing departments, given bad phone numbers to register my complaint, put on hold for hours, and currently have been waiting days for a call back from a supervisor. Not to mention the last technician decided to bill me for the repair, which obviously was unnecessary because I am having the same issues!

I was told to return the router to AT&T and was also told to get proof of delivery because, the rep told me, routers have a habit of getting lost in transit. When I went to ship the router on 6/6/11, I was told that I couldn't add any services to the shipment, like proof of delivery, because the postage was prepaid. I couldn't use my own packaging because the only identifying information on or in the package was the pre-printed label. So, the post office made a copy of the label and postmarked it for me.

Then I started getting collection calls from AT&T for the cost of the router, $82.32. I called AT&T 3 times and was told they had a record of the returned router but it would take 1-2 billing cycles to clear my account. There was nothing they could do to stop the automated collection calls that came twice daily.

Then today, 8/15/11, I got another automated call from a collection agency. They sent my account to collections despite the fact that they show that the router was returned and despite the fact that I have an open case on their system disputing the bill.

I called AT&T again today and they have assured me that the bill has been zeroed out. That doesn't help the fact that I've spent hours on the phone with them and now my credit may be damaged.

I have to add that on the same day I got my first collection call, I got a call from their sales department trying to sell me U-Verse again. When I told him they didn't offer real U-Verse in my area, he confirmed that but told me that I didn't need an internet connection as fast as the one I have now and should downgrade to their service. Unbelievable.

I called to cancel 11 months after service because I had to move back in with my parents and didn't need the DSL anymore. I spent over an hour being transferred from one wrong department to the other. I had been transferred to five people by the time the call and waiting was over. They couldn't find my account number even though I was telling them the numbers printed on my bill!

Finally, they got someone to cancel it, who then said, "Ohh you have a one-year contract, are you sure you want to pay the fees?" I told her no, I don't have a contract and I didn't sign any when I got the service. She said, "Well I cancelled the service already so you'll be sent a copy of your contract and you can dispute the cancellation charges if you find that you weren't in a contract."

Unless they did a bait and switch where they advertised no contracts but what you signed to get service was really a contract, I don't know how I would have agreed to be tied down. AT&T DSL has the worst customer service and business tactics I've ever encountered. From now on, I'll pay more for Internet just to be able to get better customer service than what AT&T is offering.

I have a terrible time with cable and internet from several companies like Insight, Dish and AT&T. Now I am trying Warner Cable, which states you must pay a month in advance. My last account, I paid $83 for hookup fees, twice. Is there any way to resolve this nuisance?

I am currently paying online with Chase Bank 1 in Whitehall, Ohio. I need help for my U-Verse account, which is in dispute. The account number is **. Any info would be most appreciated.

Then my Outlook can no longer send messages, saying to contact my ISP for connectivity issues. After verifying that my Outlook is fine, it becomes evident that AT&T has blocked my access to the recommended 465 outgoing server port.

I call the 1-877-722-3755 AT&T customer support number. On the first attempt, I was told that AT&T is not responsible for this problem and that a Yahoo representative will fix the problems at 408 349-1572. When I called this number, there is a recording that states Yahoo does not supply live support.

I call the 1-877-722-3755 AT&T customer support number again. On this second attempt, a tech support person (Kris) was given access to my computer and verified I had all the correct POP server settings in my Outlook, and that my yahoo.com address is verified on my AT&T account. She said she can't help me and that I need to call another department at 1-877 831-2880 to pay AT&T to fix the problem.

I said I will not pay them to fix their own problem. I already pay them $30/month for the service and that I'm now ready to cancel my service. Then she says not to cancel my service and she will call me back later that day, at 9:00 PM PST, which I said was the only time I would be in front of the computer again. I waited a whole week, and Kris nor anyone else, ever called back.

I call the 1-877-722-3755 AT&T customer support number again. On this third attempt, a tech support person (Alex) tells me to use the POP server settings listed on the AT&T website, which he reads off. When I asked him several times to look into fixing my server port access to these settings he gives me, he says he cannot help and that I need to call 1 866-294-3464 to pay them to fix my computer. I tried to describe the problem to him several times, which is not related to my computer but related to my service access to their severer ports. He ignores all requests and repetitively refers me to their charge service department.

AT&T cannot create a problem with my service and expect me to pay them to change the problem back. I am cancelling my AT&T service and finding an honest company who will provide the service they advertise, at the price they advertise, without jerking their customers for more money. Trouble shooting this problem has cost me several hours, during several days, and during several phone calls with AT&T. All of which led nowhere, other than to requests by AT&T to pay more money to them, which I refuse to do.

A follow-up email was sent to AT&T on July 4, 2011 regarding my new AT&T Internet Service of $14.95 a month. On July 6, 2011 AT&T Customer Agent Mitchie called me about my email inquiry on new AT&T Internet Service of $14.95 and explained to me it will take two billing cycle for the $14.95 to show up. Mitchie also told me that I can deduct $15.05 from my bill. Confirmation number for 7-06-2011 phone conversation is MR0706.

I am really disappointed on the customer service AT&T is providing. Most do not have a clue on how to help and they don't listen to what you are trying to tell them. What's wrong is they ramble off something totally off the subject. My family has AT&T since I was a little kid. And now, as an adult, I am here to tell you that the service has gone way down hill. If I don't get something done, then I and 123 other family members will be dropping AT&T.

This is such a disgrace to a company that was, at one time, customer-friendly and took action to make things right. Thank you for your time. I hope something can be done. (Scott **)

What am I paying for then? The problem is getting worse every day and you can't talk to no one to see what's causing the problem. I tried to reboot using different Yahoo sites, etc. but problem is still the same. Somebody needs to put a fire under ATT's ** and get the problem fixed. BBB is my next stop.

For 11 months my bill has varied between $35 and $45. It is impossible to speak to an AT&T rep. unless you are willing to spend 2 to 4 hours on hold & waiting until you are transfered from department to department. Then the rep tells you the reason your bill is the amount shown is because you have xtreme and other equipment which you do not have. With luck you get to speak to a supervisor who is apolegetic and pledges to correct the problem. But the next month the same senario takes place.

It appears as though At&t's plan is a bait & switch type tactic. Then they try to wear the customer out by making it next to impossible to speak to a representative so the mistake can be corrected.

The bottom line is I was charged for a service I did not order and have to spend 2 to 3 hours per month to get this company to correct my bill!

we were also told to upgrade would be less expensive and only cost us $20 a month. well, days later and hours spent of our time, we just get a bill today for the U-VERSE for $160 and, again, we cannot get anyone on the phone to help us. we tried their on-line support and found out that they want to charge us an additional $48 to answer a question. it's incredibly frustrating and now we are facing a bill for something that doesn't even work. for a company who has monopolized the market you would think that they would do a better job, or perhaps they feel it gives them the edge not to have to give good service since there are few other places to turn.

all their automated services really put into clarity why it is that so many people are out of jobs and our economy is suffering. with a company like ATT they could really do some good for the economy but they don't. they reduce jobs instead of increase them, and they cause great stress to their consumers. this is not why we give them our money.

A second technician came into my house at 8 a.m on Sunday morning, June 4, to hook up the second receiver and restore the voice service. He was here less than five minutes.

My June 11, 2011 AT&T bill had two extra charges for June 4, 2011: $55 for the second receiver and $55 repair bill. I have disputed these two charges with AT&T customer service ad nauseam for almost four hours--first, with two Indian call center people (800-288-2020) and then with two upper customer service people in the US (877-999-0788).

Finally the $55.00 receiver charge was removed as this receiver was supposed to be free and part of my original package deal. However, AT&T refuses to remove the $55 repair charge of June 4, regardless that this was a remedial action to finish the installation not done on June 3 by technician Barron **.

The ATT manager I spoke to on July 28, Mr Brown (NYC, obviously not his real name), said he would only reimburse me one-half of the $55 repair charge of June 4 because a repair person stepped into my house.

This is absurd and unacceptable. Why should the customer be charged for an incomplete installation the day before, regardless of whether it was inside my house or not? The issue here is that AT&T should be concerned with the shabby work by their technician and not with dinging the customer an extra fee to fix the installation problem. Obviously, the upper management of AT&T is not aware that their customer service unit is leaving behind a trail of unhappy, dissatisfied customers, thus destroying AT&T's residential customer base.

I can guarantee that after my one-year contract is up, I will no longer use ANY AT&T service in the future due to this customer service problem unless there are major changes to address how At&T deals with customer service complaints.

Almost all ATT DSL connection issues experienced by users are simply caused by issues within the software itself; that was installed by ATT at the time of network setup. ATT goes through great lengths to protect their own systems and data from any threat that might be manifested from a subscriber's account. In return for the inconvenience, and often debilitating woes each ATT subscriber is required to endure because of this. ATT was nice enough to further show their love for us by also giving us a few Trojans and some malware during network setup. On every subscribers PC is intrusive software installed without our knowledge that scours your hard drive in search of sensitive and private user data that ATT can then sell to advertisers, banks, and who knows who else. ATT goes to great lengths to protect themselves while exploiting the subscriber for everything they can. Some lengths are perhaps understood only by ATT.

Of the many examples available to point out the strangeness within the logic of ATT security requirements, I will only mention two in details. There exist innumerable more, but since these are the first to be experienced by the end user I will only mention them. To point out each bizarre policy and procedure encountered by the typical ATT ISP subscriber would take far too much time.

The first unusual requirement is that, users are required to enter their password twice. Not at the time of password creation, where it is the standard and for good reason, but at login time. This ATT exclusive user login procedure is no-doubt unique for good reason. It makes no sense no matter how you slice it. I'm guessing that it is just another one of the countless programming errors that ATT has not seemed to notice or seem to be in much of a hurry to correct or resolve.

Another is the masking, and cookie storing of those passwords. When you see little asterisk appear as you type in password fields this is called masking. It is standard for most login screens. In this case, ATT login forms are pre-filled after the first time through. So if you change your username or password, the cookies that pre-fill that login screen will not reflect the new changes. Or do they? You certainly can't determine with masked text. What is the point in hiding this information anyway? It is not your online checking account or even Facebook that you are logging into. It is simply Internet access that you are most likely not concerned about keeping secret to the rest of your household, or anyone sitting behind you as you are trying to access the Internet after a service interruption. It's not even a user account really. It's simply access to the Web through an ISP. Anyone can anonymously browse the web with no security issues involved for anyone. Certainly, someone would not choose to be identifiable, if even under a false identity, when anonymity comes just as easy.

In reality, all access and security should be the responsibility of ATT; like it is all other broadband providers. Their ancient treasured maze of failing variables and obstacles for the subscriber to overcome is manifested by a will to maliciously serve themselves only, and in the very least should not be thrown upon a customer who is paying for the exact opposite.

Most broadband internet service providers handle all the requirements necessary for the user to connect to the Internet. This makes sense since it is access to the Internet that the customer is paying for, and what the ISP is supposed to be providing. Not with ATT however; your connection is your responsibility, and you have to go through them to get it, and their primary concern you being the potential terrorist or enemy.

For ATT Internet subscribers, all user authentications are performed within the user’s web browser. That is how we know that it is ATT's software that is preventing Internet access. We can't "login" to the Internet through our browser, but we can see that other software operating in the background on our PC is utilizing the modem in full force. The activity status shows data being uploaded, and data being downloaded. That is from our installed applications performing silent updates and such. So why can't we get on the Internet with our browser? That is because the same ATT software that is claimed to be required for you to access the Internet is in reality preventing you access.

The browser software, network adapter functions, and modem access are all altered; constrained, restricted and controlled by the plug-ins and scripts that ATT installs under your nose. Those plug-ins and scripts are further managed by a series of intrusive Active-X controls developed and installed by ATT onto every PC that uses ATT ISP services. Most software development organizations who are interested in gathering personal information from users will simply request permission to install intrusive software (sometimes by working through a software partner that the user already trusts). Many times the developer of malware and Trojan-like applications are able to gain administration privileges through deceptive or hidden measures that trick the user into unknowingly granting access to sensitive areas. ATT goes a step further by exploiting your trust. ATT takes advantage of their ISP position and does not even mention the vast assortment of self-serving, and information gathering Trojan-like installations performed on every subscribers PC. Further belligerence is had through procedures to access the Internet that are almost taunting, especially in light of the fact that almost all connections issues are their fault, but up to you to figure out how to resolve them.

Further practices that harm the user are evident in the "security" software that the user must use to actually gain browser access to the World Wide Web. The unnecessary software and login steps further promote user woe by being the actual cause of re-occurring connection issues. The user experience poor quality levels are multiplied by the less than amateur design of the login software that is riddled with flaws, bugs, and design standards that promote repetition, masked errors, require a string of excessive wait times, and causes of errors are reported through unrelated misleading statements that do not even qualify as bad guesses. So, when you start a new account with ATT for Internet access, please be aware that a successful connection cannot be had without the successful installation of harmful ATT information gathering software onto your PC. Also, be aware that the fun has just begun.

I am being charged $15 monthly for an ATTconnectech account that I do not want to get my U-verse e-mail correctly installed.

This is because of my ongoing problem with AT&T Internet service. My family just moved to another house last March 2011. We then moved our internet service to this new house and chose to have DSL Internet service. There was a delay with the set-up and there were miscommunications for they sent me four DSL modems. I returned them all back through UPS. The connection was on and off for 1 to 3 minutes. Yesterday, we completely lost our Internet connection.

I spent 2 1/2 hours on my cellphone talking to them to figure out the problem and was informed that my account is closed. They can't even figure out how it happened. I also do not know how on earth will the account be closed when I am updated with my payments. So now we are getting a new account number and we're being scheduled for another set-up of a new DSL service this coming Thursday.

I don't know when is this going to end. I can't do anything but to stay composed, otherwise, I will have a heart attack with this company. What is going on with you guys? My cellphone service is with AT&T and I've never had this problem. Please improve your customer service.

Well in the process of that happening, both lines have been disconnected. So now, I am without phone service and have been since Friday night (07/15/2011). This has been one freaking nightmare. I am so discouraged right now. Since my phone service has been screwed up, I have basically been using my cell phone for everything (hoping that I don't go over my minutes). I've never used my cellphone as much as I have had to use it now. I am very upset about this. I am hoping that someone will be able to correct this problem. Thank you

I call up at&t. They say they have no record of our 12 month contract and that the installation fee is correct, despite the sales rep not mentioning it and the technician saying it was free. I tell them this was not what I agreed to, they say they can't help me and that a supervisor will call back. Next day, no word from any supervisor, I call at&t again, same story. Next day, still no supervisor. What we do get is our internet cut of. More than a little peeved at this point we decide to give it another day. Following day, a Friday, we still haven't heard back from at&t and we still have no internet. I call at&t again. This time to simply ask how to send their now useless equipment back, before they start charging us rent.

Mid June, I call them again to try and get them to waive the fees and to pay a more reasonable amount. I still can't get them to waive any fees, pay them $98.31 and let them know I'm contesting the rest of the bill.

Today we got a new bill. Not only are there the old charges, minus what was paid. But they have also tacked on an $135 early termination fee. Which is pretty amazing considering (A) I was told by them there was no 12 month contract and (B) they were the ones who canceled the service. They are now asking for a total of $245.99.

July 14th The time came and went, without him showing up or even calling. After the no-show, I contacted Tech Support, and learned that he had called in sick, leaving no information about the return visit. After a series of profuse apologies, I was told that someone would be at my home between noon and 4:00 p.m., and that the repair ticket was flagged "top priority." The new tech arrived at 5:35 (imagine if I were at the bottom of the list ... I'd still be waiting). He stayed all of fifteen minutes, and informed me that the problems were at the pole, and that we'd need a "line technician" to resolve the issues. That person arrived about a half-hour later, but was unable to make all repairs. He concluded that there was also an issue somewhere between the outside and inside wiring, and that the "premises tech" should not have left. He attempted to get one to come back out, but was unsuccessful.

July 15th The following afternoon, yet a third tech arrived, and did restore both the TV and Internet service promptly. As it turned out, the issue was exactly where the line tech stated it was. Both previous premises techs had failed to diagnose the problem correctly. After he left, I discovered that the extension phones did not work. I called him back, and he did return to complete the repair, although a secondary line on one phone is still out. I plan to discontinue that service anyway, so it's not an issue that requires further attention.

What should have been resolved in a matter of an hour took three full days of my time, most of which was spent babysitting incompetent AT&T "technicians." It should be noted that I am a Realtor, and depend upon phone and Internet service to make my living they are my lifelines. Not having the ability to get to my office for three days, and having no Internet access, most certainly cost me money.

This is hardly the only issue in the couple of years that I've had U-verse. On two occasions, after waiting over four hours each time, technicians neither arrived nor called; the residential gateway (modem) has been changed five times; three TV boxes have been replaced. There have also been countless other service calls to correct bad reception but this is the incident that has finally prompted me to change providers. Frankly, it's long overdue.

Original Review: June 30, 2011

We called AT&T about an erroneous charge on our phone bill. The representative on June 20 at that time offered a "special deal" that would reduce our phone bill by $40. We were told there would be no additional fees and that a tech would simply have to adjust the phone box outside the house without meddling with anything inside. We reluctantly and stupidly agreed.

This "new service" turned out to be U-Verse. Within 3 or 4 days the U-Verse equipment arrived in the mail--2 huge boxes containing the router and a large battery backup. The tech told us that the service would start on June 24. That day, the tech arrived and turned on the service. We installed the U-Verse equipment. After activating, none of the phones in the house, save for the one directly hooked up to the box, would work. That night we spent over an hour on the phone. An agent told us that we would need someone to come to our house, rewire all of our phones to the U-Verse service and that it would cost us $150 + extra fees. We declined because we were told that the new service would result in no extra fees or work needing to be done inside the house and were never told that all the phones separately would have to be hooked up to this thing.

The next day, my mother was on the phone for three+ hours with multiple customer service reps, bounced from department to department, all of whom denied that they were the right department to help with our problem. These were the most incompetent people I've ever had to deal with. Hold times exceeded 30 minutes in between transfers. Finally a woman came on who told us that we could keep our U-Verse Internet (which was working), return to our regular land line phone, and give us the discounted price we were originally promised. We agreed . We were told by her that a tech would come on June 29 to our house to switch us over back to the land line.

On June 28, we received a call asking if someone would be home on July 6 for a tech to come here. After a half hour we explained the situation to the woman and said that he was supposed to come on the 29th and that since nothing had been done inside the house, there was no reason for him to need anyone to be home. She promised that a tech would be at our house on the 29th, the following day, by 5PM. Guess what? No tech. Not only that, but that morning, AT&T turned off our U-Verse so we have no working phones now!

Another two hours on the phone. I spoke with 9 different reps from 6 different departments. Every rep said that I needed a different department and that they couldn't help. I was disconnected while on hold several times. Nobody had the same information about our account or about our open service calls. It took an hour just to find out that the U-Verse had been switched off on their end but nobody seemed to know that we were supposed to have a tech come here to put us back on the land line. They didn't know if one was coming or had come. By the end, we were told that any time between now and July 4 a tech might arrive to do the required work to get us back on the land line. July 4 is another 5 days from now!

AT&T screwed us. This is the biggest group of incompetents I have ever had to deal with. They lied repeatedly about their offer, its details, and how it would be implemented. Someone needs to be held accountable. Who in this company is actually trained to do their job and is actually working? They apparently make their money by pissing off the customers.

The technician called before coming and was pretty irritated with his service department, as I had been scheduled for a new DSL incoming line! He suggested a piece of equipment from Best Buy to resolve my problem and said he would cancel the order. Never came to my house. On April 26 our DSL line went down. After multiple times of removing the various lines to the router, rep said that it was a problem they were having in our neighborhood and would be fixed by the next day. Service tech came out, never came into the house, said the problem was not on my property, went to the main box for the neighborhood and said the problem was fixed. When I tried to get online I still could not. Rep said that they could not schedule anyone until the next day, which is a problem since I work from home.

I was pretty irritated when I saw an AT&T truck next door two hours later. The service rep checked the outside line and said that everything seemed to be working. He tried to get authorization to also check the inside line, but could not get through to his own scheduling department to have the work order for tomorrow given to him! Next day the tech came out, looked at the router and replugged a wire in the router, which in all of the unplugging and replugging in the past two days had gotten placed in the wrong socket. Three reps on the phone walking me through the sequence never thought to have me check where the wires were plugged in! I am not particularly tech savvy, and certainly thought they were in right. The onsite tech indicated that since the original problem was theirs that there would be no charge.

It took him all of 30 seconds to diagnose and fix the problem. We did not receive a charge for that service, but $320 showed up on our next bill for installation of a new line! My husband talked with billing, explaining the issue. The rep actually accused him of lying, saying that the technician said that he installed the line. We invited them to come find that new line since it is nowhere in our house! I called again on 6-2, speaking with a billing supervisor. He fully understood the problem and said that he was referring the bill to their claims specialist because he could not authorize a credit of $320, but that I would get a call within 24 hours and that the charge would be removed. The call never came.

The bill we just received still includes the charge. After another round of trying to talk to the appropriate person, on hold for 15 minutes, talking to a billing department phone operator, being denied access to a supervisor, being told that there is no claim department, and being on hold another 20 minutes while he investigate the problem, he said that he would have the original supervisor call me back. No call so far. We have perfect credit and do not want this to go to the credit bureau or have our only DSL option cancelled. The handling of this issue by AT&T has been completely incompetent with the only exception being their onsite service technicians, all three, complained about the inefficiency of their scheduling and billing departments. I have not been able to find contact information for the President CEO of this division of AT&T. I think it is Ralph **. I would be happy to write to him with this complaint. None of the billing people I talked with would give me any direct lines to call in for follow up, so I have to spend a couple of hours each time I call to have this corrected explaining the situation to a new person who cannot or will not resolve the problem.

On Friday, again a new story was told to me, that the technician can't come for another week. It was told to me that the new service order department gave me the date of Friday but their activation department can't fulfill that commitment. I was quite frustrated at that time as every time I called, I got a new story. I had significant problems as I could not access internet at a new place, could not access my land line (Vonage) and internet TV. No wonder AT&T has such poor ratings.

However, AT&T told that they will charge me for a monthly bill and also installation fee (even when I cancelled within the first 30 days). So, I had paid them $59 and thought their nightmare is finally over. After this , I did call AT&T billing department and got a note written in my account confirming that I have returned my equipment. However, last week, after around 6 months of inactivity, I got a collection agency call. Scared, I called this agency only to find that AT&T wants me to pay yet another $100.00. Again, I get on the phone and talked to AT&T billing department. Those gentlemen want to sell me their DSL service yet another time instead of taking care of my billing issue. Finally, this gentlemen tells me that his system is not allowing him to give me the credit, even though he fully understood that their system did recognize, that I have returned the equipment etc. Since then, I have repeatedly tried but in vain. Now, every day, the collection agency is behind my back. Not sure, what should I be doing here. All this for less than 30 days of business with AT&T . It makes me never want to do any business with AT&T. The collection agency is behind my back. It is very stressful when you are being repeatedly called and asked for this amount.

I was again advised that it was not the standard procedure to disconnect an existing customer's service but since the new service was ordered someone forgot to check to see if there was existing service at my address under my name. There for causing me to be unconvinced. Furthermore, in order to get my service reconnected, I could no longer get the plan with all the features I had before which was conducive to my budget. However, I was offered a seemingly better plan, which was to take advantage of the $59.95 for 12 months offer which include unlimited local/long distance FastAccess DSL Ultra High Speed Internet at home and on the go access to AT&T entire Wi-Fi network. This was the offer I accepted and thought I was getting as a promotional package for being a loyal customer and for being unconvinced.

I even asked one of the managers, that claimed she was the only one that could help me, if they monitored calls and that I wanted the calls retrieved, she said that they don't record or monitor calls. She further stated that if I had a complaint that I should just make it to her. I have missed hours at work, hours of time with my children, physical hours waiting on repairmen that never showed up and I am utterly frustrated. I believe that because AT&T has a monopoly on or local phone service, they have no accountability.

I feel I have no choice but to formerly complain and sue AT&T. In all my 25-plus years of paying bills, I have never felt so much pain, frustration and heartache over purchasing a product under false pretenses and not getting any type of compassion or help with my matter, which is still unresolved. I have cried over this and have become physically sick as a result of trying to work through these problems, all of which are not fault of my own. Unnecessary holes in walls (wiring mishaps), lack of sleep, cell phone charges when home phone didn't work, lack of work (rushing home early from work to meet repairmen who never showed up--on two occasions, pain and suffering.

On the third call to 888-722-3755, I got automated system and it said wait would be 20 minutes. I hung up after 30 minutes. I needed to take care of things around home. Fourth contact was by live chat with Jada. I told her what was happening and she suggested that I call back and just ignore prompts, so I could get thru quicker. Tried that with now luck. She was very apologetic. On the 5th contact I was put in queue and waited 8 to 10 minutes. On the 6th call, I got a gentleman and I told him the story, expressed my unhappiness and he finally agreed to not put me in the queue. He said he would contact someone directly and explain my situation and place me directly through to someone. I waited on hold for about 8minutes, and then the automated system came on and again I was placed in queue. This guy never came back to the line. I did ask him if he could just let AT&T techs know I tried to call back before he agreed to transfer me directly.

7th attempt was thru live chat with Ora. I spoke with her at length. I asked for a complaint number. I asked her to take a message for me. I was told that AT&T is still working on my line and they will let me know when they are done. I told her I was aware of that, but I received a call saying they needed to speak with me and I am just trying to get back to them. I explained all of the calls/hold times. I finally typed a question (yes or no, can you take a message) so I don’t have to stay on hold. She disconnected the live chat and never bothered to call back. 8:00/8:30 pm: I refuse to call them again. I have spent my whole day trying to do what they asked me to do. I'm not sure if they are still waiting to hear from me. Are there other customer service complaints about long wait times and rude representatives? The service has been good before today. Not great, but I have had worse. I’m so disappointed and need a resolution or a call back letting me know what is going on.

I continue to have slow DSL service with no resolution. I still don't know why AT&T was trying to reach me. I’m paying for a service that is not working properly. I continue to have to unplug modem to restart it. This can’t be good to the modem. As I told one tech, life continues. I could not continue to hold constantly. I need to pick husband up from work, drive daughter several places and go grocery shopping, which I never got done today. Time is money! We went to McDonald's instead of me cooking.

It didn't make sense why it would take so long to get reconnected, but the representative said if we didn't mind a new wired phone number, she could expedite the reconnection on our service. They are the experts, so OK. The reference number from that phone conversation was **.

Fast forward to Jan. 8, 2011, DirecTV was disconnected so I called DirecTV and they said they hadn't received payment from AT&T, and we needed to talk to them. I called AT&T and they said they disconnected our bundle package because we were late on our bill. I asked them why they didn't notify us of this, and the representative said we should notice on our statement that DirecTV wasn't in there, and once the bundle is disconnected there isn't anything they can do.

After dealing with the rude representative (his name was Albert), we asked to speak to a supervisor, and he told us the supervisor would tell us the same thing, but he would put in a request and they would call us back. Ms. **, the supervisor, called us back and did tell us the same thing that Albert did except very rudely, and we told her how rude she was and we would cancel service if this is how AT&T treats their customers. Her response was OK.

We canceled on Jan. 10. Being upset from the customer service, I decided to write a complaint to AT&T on Jan. 10. I was contacted by Karen ** on 1/21/2011 saying she would review my account, and was contacted again by her on 1/22/011 saying she needed to discuss my other account with them. I contacted her by phone and that's when she said we needed to pay our unpaid balance of $475.82. This was the first I knew that we had two accounts with AT&T. Talking to Ms. **, she admitted that they were not supposed to have opened a separate account with an unpaid balance with AT&T, but it happened and there was nothing she could do. She said she would mail me copies of all statements from both accounts.

I then received a letter from a collection agency on 2/11/2011 for the unpaid balance plus the agency's fee. I filed a complaint with the Better Business Bureau, and was contacted by a lady named Amy from the executive office on 2/28/2011. She went through the statements finding discrepancies with us being charged twice for equipment, reconnection fees, and charged inappropriately for DirecTV Showtime/Starz package. She explained that they did us a favor by opening up a second account to get our service restored. That favor has snowballed into my credit being affected, a collection agency after us, mountain of frustration, cancelled services, time consumed, and I don't believe the credit of $200 (she took off the discrepancies plus the late fees) that she was offering covers all of this.

AT&T made a mistake. They should have never opened up another account with us, and it has resulted in a lot of miscommunication and numerous issues. Even when we called to pay our bill over the telephone, you have to enter your telephone number to access our account, so that's what we were doing. We didn't realize we needed to use our old phone number as well. Also, Amy said they transferred the services from one account to another and it took one to two billing cycles, which it does reflect on the statement, but why wouldn't they transfer the balances. We could have paid off the balance on the first account had we known it was there, and also look at the statements. As a consumer, if we make a mistake by having a late payment, we get penalized with a late fee. Why is it when AT&T makes a mistake nothing happens to them? Their response is to lawyer up with all of the money they have snaked out of consumers. Also, what they quoted us to pay a month, which was $149 with autopay, or $164 without, doesn't reflect anywhere on any statement.

I would like AT&T to credit everything back on both accounts, and we part ways for good. Please help!

And the reason I say this is because it has been going on for more than two years, no matter how many times I've raised concerns. I was under a contract with them and was told I could not cancel my service with them without paying an early termination fee of $300. When my fiance and I moved in together he took over payment of the u-verse account because I said I was so frustrated with them. He now understands exactly what I was talking about! He too has made numerous calls to them and spoken with customer service supervisors to no avail. We are educated, reasonable people and my guess is that if this is happening with our account, it is probably going on a lot more too. I hope you will look into this matter, because hard-working people are being taken advantage of by the misleading U-verse billing statements. Thank you.

Another company established services the next day. Now, you could think that AT&T is just incompetent. That would be bad enough since competition is scarce. But no, the worst was still to come.

I got a bill for US$39.95 for 5 days of not having any service. From then on, I spent hours and hours to resolve this matter to no avail. I felt like talking to people who did not speak the same language. It went like this: Me: “You never provided any services and agree to cancel the bill.” The representative: “Yes, I see that. But you have to pay that,” (click) 40 more minutes. Another representative: “How do you want to pay your bill?” (I went to several of those cycles over and over again.

After two months, AT&T gave the bill to "Collections". After about half a year of harassment, the collection agency just offered me a "settlement" for US$175.06 (talking about usury). I am not going to pay, but I will make sure that people know what and who they are dealing with when they sign up with AT&T.

Never sign up with AT&T. The customer service is no service and the company is incompetent as well as abusive. AT&T led me by the nose when I signed up for telephone and DSL services. It took me a week to get them to acknowledge that they weren’t delivering any service. Then they billed me US$39.95 without delivering services for 5 days.

When you deal with AT&T customer service, you will be entering a very strange new world indeed.

Ultimately they overcharged and admitted to overcharging me $125.25 not counting the courtesy credit which I gave up on. They said that they would credit my bank account. A week later, they credited me $120.00 but took it out of my account again, three weeks later. They now admit to owing me a total of $186.30, not counting the credit or the $20.05 overcharge they charged me this week. But they refuse to credit my bank account saying that they will only give me a credit toward future services. How can they take too much cash out of my account? Admit to it but be unwilling to pay it back in cash. In my opinion, it seems that it is like a form of embezzlement. Please help me.

I want to know how in the world are they not able to track that equipment by a serial number or something! It could very well not have been returned because I was not the one who took it to the UPS. I just need to know if they have not received it, if I need to send the money. It makes no sense for someone to have to go through all of this when they are trying to do the right thing. You can call the installation department and get all kinds of customer service because they want more customers. But if you are calling to try to get assistance with something, they do not have any help or answers for you. This is ridiculous. Is there any way I can get in contact with a human that is willing to give me some good customer service that works at AT&T?

So they did have the work order and this was a 2-day mail. On April 5th, an AT&T worker knocked on my door, said he would like to check my outlet and he stuck a regulator or something in the outlet. It made a beep, he said you are all set. Off he went, a total of 2 minutes. I was online at this time after thinking about it. I was so upset of having to jump through hoops for them after being a loyal customer that I called and canceled the service the next day. That was it. I asked what my balance was. Today, May 12th, I got a bill for $150.00 from AT&T. I called and they informed me that it was a bill for the jack installation. I informed them that they never installed a jack. They said they did.

I called them a liar and I have the office witness at the apartment as they were there when I looked at the apartment on April 1 and was happy that a jack was already there. After hours on the phone and being transferred multiple times, they finally were only going to charge me 1/2 the installation. This is robbery to me. The man never did the work. Now I wish I would have gotten his name or ID or something. How can they do this to people? This is only the beginning of my "mission" with AT&T.

I was told that I need to pay it even though a $150.00 adjustment was just issued on my account because it can take up to ninety days to post. Each month the problem gets more complex; they continue to overcharge, and they fail to post my adjustments as promised. I do not understand why a person from the billing department, who can see that there was a $150.00 adjustment issued on my account, still requires me to immediately pay $100.64 which is past due!

The representative gave me my disconnected number and told me where I can take the equipment. Mrs. ***** rudely responded by stating that I had enough time to return the equipment and even if I return the equipment today, I would get my money back. Moreover the rep was chewing gum while she was talking to me. It made it harder for me to understand her and made me very upset. I asked if I could talk with another person. She said that she was the only one that I could talk with. After I continually requested to talk with another person, she took my name and number and told me someone would call me back. I returned the equipment today, and I desperately want and need my money back in my account. I am not working and have 2 daughters to support. I can't believe this company can take money out of my account without my verbal authorization and with out any notification. Please help.

I'm 2 more days without our Comcast TV service and my brother in laws phone and internet. After I had to call when I heard nothing from AT&T, they set up another appointment. Another installer showed up, I told him about the trouble with my brother in laws separate phone line and internet. And he said the lineman hooked it up wrong and he had to leave to do some line work elsewhere. In an hour or so he returned and says, "That last lineman didn't know what the hell he was doing but now you're ready for installation". He then said it's ready to install, but he has it hooked up to my brother in laws lines and not ours, the 2836# which is the number we've dealing with AT&T through the entire set up process.

I told the installer that it's supposed to be hooked up to our phone line. He's very adimit that it doesn't matter, it will work just fine. But after he left, my brother in laws internet does not work and he has difficulty hearing on his phone. We've been on the phone for literally hours try to get this rectified being bounced from on phone operator to another. Finally one man told us you can't hook it up to another line like that and that we may have to pay to have another outside box installed. I cannot get any satisfaction from these people. They never call back when they said they will and are masters at passing the buck just to get you off their phone. Please help me deal with this company. I'm powerless.

This is my problem: On April 13th, we had AT&T U-Verse installed - TV, Internet, a business line added. We also were to have our home phone and the telephone number changed over from SuddenLink. Everything was done except, my home phone was not changed over to AT&T. So we have not had our home phone in 2 weeks. On 4/13, the tech called AT&T and told them there was no order to change my home phone from SuddenLink. He requested them to put in the order. He told us not to cancel SuddenLink until we were notified by AT&T which never happened. I called AT&T on 4/18 and they had no order. So a tech was scheduled to come out on 4/21. He never arrived.

I called back on 4/25 and was on the telephone for over an hour. I had to talk with four different people who kept transferring me. In between each person, I was forced to sit on the line for a very long time in total silence never knowing if someone would come back on the line. When someone did come on the line, I had to report my problem several times because they did not understand me. The last guy scheduled a tech to arrive at my home today between noon and 4 pm. He told me to check the appointment on the internet, the day of the appointment. When I did, it said there was no appointment scheduled. So I got online with an AT&T U-Verse chat person. Just as I finished talking with the guy, the AT&T tech arrived and just finished the job (we hope). He said our number will change over this Friday. The tech was great. It's their phone personnel that have the problem.

The billing rep said that they tried to bill the credit card on file on January 27, 2011 and it was declined. I asked why, and she stated that she did not know why. I then asked what needed to be done to get it turned back on. She stated that I would have to just add another card so that is what I did. After that was done I asked when it would be turned back on. She said it would be back on within 4 hours but she would have to transfer me to someone else because she did not have the power to turn it back on.

The next lady told me that the other rep had already did everything needed to have it turned back on and it would be back on within 4 hours. I questioned her on why it was shut off without any type of notice that there was a problem. She stated that she did not know why and that a notice was being sent out that day.

After 4 hours the internet was still not working, so I called back and was told that there was nothing that could be done as that department was closed for the night. On January 28, 2011 I called back. After being transferred about five times and hung up on several times I was told that I was totally removed from the system and I would have to sign up for a new account. I said, "Fine, let's do it." After a few minutes I was told that the internet was no longer available in my area. The rep then told me that she would have to contact someone to open the line back up and she would give me a call back in a few minutes.

After several hours I called back and was told that there was nothing that could be done until the order to have me completely removed was completed and to call back tomorrow. I asked this rep why all of this was done with out any type of notice that there was a problem with this account. They stated that they did not know why and that I should have been contacted first.

So on January 29, 2011 I called back and was once again transferred around to a bunch of people before I was told that the order of removal was completed and that they would have to put in a work order to have the line reopened so I could be reconnected. I was told it would be completed that night and after that we can move forward. I asked if this will work and was assured that this will work but will take a day or two.

On January 30, 2011, I called back to check on the work order and was told that it was denied and I would have to call back the next day as that department was closed.

On January 31, 2011, I called back once again and was told that there is nothing that they will do for me even after I was told by several people that I could get the internet turned back on. Later that day I went down to my local Verizon store and signed a two year contract for $80 a month. I am capped at 10 gigs of data a month, which is less than what I had been using with my wife having to do school assignments online and me running my online business plus all of our other personal stuff we did online.

On February 2, 2011 I got a call from a technician stating that he was coming out to hook up my internet. This was totally unexpected as I was told over and over that there was nothing that could be done. He tested something at the box on the house and said every thing looked fine but he was going to go check the wire at the port and would call me when he was done. After about 30 minutes he called back and stated every thing was hooked up and should work, I told him that the internet light was still red and he said that I would have to call and they will have to set it up on their end.

I called the 800 once again thinking that there still might be some hope but boy, was I wrong. The first rep I spoke to put me on hold after I went through the entire story. After a few minutes he came back on the line. He never said anything but I could hear him breathing then he hung up on me. I called back and went through the automated thing and found out the work order number for the tech coming out to the house (**). The automated thing said the order was placed on February 1, 2011 but I never talked to anyone at AT&T on February 1, 2011. After finding out this information I talked to a rep in the sales department. She stated that she could not help me and that the technical department would be able to help. She then transferred me, and after a short hold I got a new rep and explained every thing once again. She had me try too long in a few time and said the account was still shown as inactive and there was nothing that could be done.

On February 4, 2011 I received a letter dated January 31, 2011 that stated that there is a problem and that I have ten business days to resolve the issues before my internet is shut off. My internet was disconnected on January 27, 2011, three whole days before the letter went out and 2 weeks before the service was to be disconnected. I would like to know why was my internet turned off before the letter was even written.

I have never had such poor service with any other company other then AT&T. Every time that you have a problem and need to call AT&T you get transferred from one person to the next and none of them can solve the problem. How can a company function with one part telling customers one thing and another part of the company saying something else. The CEO needs to do an episode of the show Undercover Boss to find out just how terrible the customers are treated.

On 2-16-2011, I had to file a complaint with the BBB to get my internet turned on after it was turned off by mistake.On 4-1-2011 AT&T responded back that every thing was turned back on and I would be credited one month.On 4-14-20011 I got an email stating that my bill was ready and guess what, that credit was not on there. I called that billing department and they said it was too bad I don't see any notes about it.I would like my credit to my bill that is due 5-2-2011.

October 2010, after numerous phone calls to tech support, over 15, a phone tech support manager stated that I could possibly get 2-4 recordings at one time. This was based on some reading he got. Other tech support people who came to the house and phone support discounted the manager and stated only 1 recording at a time based on their readings. Finally a tech who visited the home stated initial installation was incomplete. If done correctly, I could have had the 4 HD channels recording at same time from the beginning, October 2009. All issues were finally corrected after 3-4 months. So I thought.

At the present time, I still have the problems with the internet and TV. I do not get returned phone calls from the Manager of Tech Support. I currently have a phone call out to the corporate office yet again. Substandard service, every single Tech Support person has told me something different. There have been over 20 tech support people out to the house in a 6 month period. I spent over 40 hours on the phone. Not good to waste 1 work week on the phone.

My AT&T internet service was disconnected on September 27, 2010 (conf. #**). I continued to wait for the shipping label in the mail, but it did not come. I called AT&T again on October 16, 2010 to ask for the shipping label to be sent to me again. The sales rep. told me that she would email it to me, which I did not receive this time either. I received a bill in the mail for $139.58; $39.58 for AT&T service and $100.00 for the modem. On October 27, 2010, I called AT&T and I was credited back the $39.58. I continued to wait for the shipping label. On December 2010, I called AT&T a third time regarding the shipping label not being sent to me. I spoke with another sales rep. who stated that she will email the label to me again, which I did receive. I printed the label out and I immediately mailed the modem via UPS on December 7, 2010.

During the month of December 2010, I continued to receive phone calls from AT&T regarding the $106.00 balance. I explained multiple times that I returned the modem and that they needed to adjust my account accordingly. They said okay and the phone calls stopped. I figured that they corrected this balance. On March 9, 2011, I received a letter in the mail from EOS CCA collection agency stating that AT&T has sent my account to collections for $125.08. My mother, who lives 2 cities away from me and whom I have not lived with for 15 years, also received a bill from EOS CCA collection agency in the amount of $264.66.

I called AT&T again, but this time I spoke with the equipment dept. (tech support) after being transferred from two different departments that could not help me. I found out that AT&T had received the modem on December 10, 2010 (Innotrac return label #**), but did not inform the billing department that it was received and my account needed to be adjusted. I spoke with Tyrone, an AT&T tech support rep., who instructed me to call the billing department to get credited for this balance and stated to me, "Someone did not do their job properly of informing accounts receivable." I called the accounts receivable department to get my balance corrected.

I was transferred two times when I finally was connected to the DSL retention dept. (I spoke with Anita). She verified from the equipment department that the modem was received and she credited me the $100.00. She stated to me that now there is a $6.00 balance on my account that she could not credit me because my account had been closed for more than 90 days. How could my account be credited $100.00 but not $6.00? She also stated, "I wish you would have called me directly because I would have corrected this problem immediately and I don't understand why the other departments are not doing their jobs." Anita apologized to me. I told her that I wanted to speak to a supervisor. She put me on hold and then her phone was disconnected from me.

I called EOS CCA collection agency and spoke with Rep. Karen. She told me that she will give AT&T 7 days to correct my balance for her to stop billing me and if AT&T takes longer than 7 days, then I will continue to be billed, so I called for a pending account balance. She also told me that she will not inform me that my account has been cleared but that I need to call EOS CCA to find out. I called AT&T back again to speak to the customer service supervisor. They took my name and phone number and I was told that a supervisor will call me back within 24 hours, and that no one was able to speak with me at this time. Nobody ever called me back. The rep. also stated that the billing department didn't put a supervisor on the phone because they probably just didn't want to be bothered and they could have easily credited my account for $6.00. I asked if there was any other way to complain. She put me on hold to get an address for me and ironically, her phone was disconnected from me too. On April 1, 2011, I received a voice mail message from EOS CCA collection agency stating that I still had an account balance that needed to be paid.

Since September 2010, I have been fighting with AT&T about a situation because of their negligence. I do not know what else to do with the unfortunate situation. I am being sent to collections for an AT&T error. I called AT&T multiple times attempting to correct this issue and I have requested to speak with a supervisor, but the company seemed uninterested in my complaints. In addition, it appears that the AT&T employees do not work as a team. Three different departments spoke crudely about their other co-departments. What does not make sense to me is that I am still an AT&T customer! I have had mobile phone service with them for 14 years and I have the U-verse service with them.

I pay my bill every single month through auto pay and have never had any late payments. I am bewildered by the fact that I am still an AT&T customer. I will not ever recommend this company to any of my family or friends. I do not appreciate AT&T sending embarrassing letters to my mother's house. This has taken up numerous hours of my time and has caused much stress on myself and my husband's life. In addition to my frustration, AT&T has damaged my credit for their error. AT&T needs to correct this error immediately.

After talking to three representatives I finally got an appointment.They scheduled an appointment for Monday ,the 4th. Then the DSL got worse during the week and I called to set an earlier appointment before the Monday appointment and they scheduled an appointment for me without my permission for Sat between 8am and 4pm So that appointment that was scheduled for next Monday is now canceled. If this sounds like a scatter-brained talking, it's not. I wish there was a way I could do something legally. If you have any information on what I can do please e mail. I have to start over again for an appointment on Monday. Thanks.

Well, it's well after the new year and to date, no installation. They told my husband, Ralph, they would be cancelling the order because they don't service our area. It doesn't make sense because there is a "telephone pad" in front of our house that AT&T always services. We've searched the AT&T U-Verse website for availability and entered a neighbors address (**) and it indicated service is available. Why didn't AT&T verify if U-verse was available at our address prior to sending us an e-mail with the order and account numbers?

Thirty plus days have elapsed, and I have been unable to file for the rebate. I have called several times and spoken with a bunch of people. The rebate office, which is 1-877-258-1427, told me I was not entitled to a rebate, unless I ordered the phone service too. They also said I had to go into one of their centers to order the service and that the offer was not valid over the internet. I told them that the salesman had promised me rebate and the website did not give any stipulations other than the 30-day usages.

I called several times to the 1-800-288-2020 number trying to set up the installment plan to pay for the modem which was after the 30 days. On three phone calls and a total of 10 transfers, I have yet to find anyone who will set up the installment. I have these people and one of them was a supervisor who said they did have an installment plan for DSL modem but could find no one who knew what department handled it.

I feel that AT&T is practicing deceptive practices on both of these issues. With DSL, if you do not cancel in 30 days, you will be charged a contract cancellation fee of $100. You can/could call about the installment plan or the rebate until after the 30 days are up.

$10/month to $15/month for all AT&T/BellSouth merger recipients?

After the problem was fixed and I finished paying my bills before December 31, they now know keep pulling money from my bank account. I never had the direct deduction set up I told them I didn't want it and numerous times I have told them to take it off my account. But after my final bill was paid I then received a charge on my debit card for 26 dollars. I called them and told them that my account was cancelled and there should be no further charges.

She assured me this was the last charge and it would close my account. I let it go again because the customer service representative was very nice and it was a small amount so I just said okay and left it at that. Then exactly a month later I had 5 dollars taken from my account. It's a small amount but it scared me that they could still pull the money out after all the discussions I had with them and after the previous final amount of 26 that they swore was the last amount.

I called them the next day and another very nice representative assured me this shouldn't have happened she couldn't even see my bank information and my account was definitely closed so she credited me the five dollars back. Now two weeks later I received a bill in the mail for $165.00. On the bill it says in the event of not being paid by march, they'll debit from my bank account because I am set up for automatic deduction. It states that this is an early cancellation fee which they specifically told me was waived due to the specific service problem that happened without cable.

I am going to call and once again talk to I'm sure another very nice person who will probably tell me its another mistake but I frankly do not know how else to prevent this in the future. I have way over paid for their service. I feel like my kindness and patience has been taken advantage of. I feel like my sense of privacy has been breached because they continue to go into my debit account and withdraw money without authorization.

I am 8 months pregnant and financially and physically this has caused me a lot of stress. I know the amounts are small but this is a difficult financial time for my husband and me.

From the start I didn't get a landing page or photos. The listing was full of errors; wrong address and phone number and the internet address was also incorrect. It took months to correct even after many calls to AT&T for corrective action. They tried to get things right in March of 2010 and for a short time things seemed OK then for some reason that AT&T can't explain my web listing reverted back to the wrong address and listing.

I canceled the internet listing in June and now they want 5 months of invoices and are charging me over $32,000 for service that was full of errors. I tried to get customer service to listen to my plight but they would send me to other dept's and not listen for several months. I couldn't even get an invoice for the breakdown of the charges until AT&T sent me to their lawyers for collection who then sent me a breakdown on my request.

I am being billed $6000 a month for improper advertising filled with errors and omissions and did not see the 60 patients a month Mr. ** promised, actually I get less than 3 a month. AT&T is an insensitive corporation which misrepresents itself to obtain your business and then breaks their contract with you but still uses its legal power to blackmail you into paying for their poor service and a small business owner doesn't have the resources to fight back when all things point to the business owner being right.

My problem now is that I have been forced to pay double for a business line in my home for the last two years because they refused to transfer my phone number back to personal (as it had been for 30 years previous to this business contract.) Because, they say, a business line must be inactive for one year before it can be made a personal number. Finally, after two years I relented and said, “Okay, give me a personal phone with a new number.” Guess what, I have a new number, and when someone tries to contact me at the old number, it says this number has been changed to **. Why should my family and friends who have dialed my number for 30 years have to call it and get a new number? It is a punishment from AT&T because they are getting half the cost now.

I have had to pay double for a business line for 2 years when I only needed a personal line. I am also out of $780 for the cancelled phone, which I asked to be reinstated if I was going to have to pay a cancellation charge and they told me they would reinstate it, but I still had to pay the $780. This I did in order not to ruin my credit. I’ve had an emotional toll of days and days and days of my time talking to one after another AT&T employee, some of them impossibly rude. I wish I had taken names, but I think AT&T would probably reward the rude ones because I have come to realize they have no regard for people, only money. They have a monopoly, why care?

Then November rolled around, much to my dismay not only did they not cancel it, they also charged me a late fee on top of two months of service on the card they had and set-up for auto payments. When I finally did get a hold of a person they couldn't tell me why they had "no record" of my cancellation or why I was charged a late fee when they had my card the whole time and took out two months of charges the following month. It's very frustrating!

I received a bill for $105.10 in January and called U-verse billing support. I was told they had not received the return and I would be held responsible for it if they do not receive it. I was also told that they deal exclusively with UPS for shipping. This was not clear on the return shipping label. I have seen other reviews saying that even with the tracking info, people are still being held liable for the amount of the hardware returned to AT&T. These practices seem like a very good way for AT&T to make a bit of extra revenue off their customers who cancel, but AT&T should be aware that they are alienating their customers as well.

Beware of subscribing to this service, which requires you to purchase hardware outright. It seems to me that AT&T is getting tricky with returns as well. Based on the shipping labels I received, I don't really think they wanted the equipment returned to them. It seems that they would rather have their customer on the hook for the amount of the "returned" hardware than actually getting it back.

All I wanted was to buy a better modem. The female operator knew nothing and said that I had to talk to a technician. I told her that a local technician had just set it all up and advised me to use the AT&T 2 wire. She still knew nothing. I would definitely get out of AT&T if I could but in a small town like this, it's hard to find any service. So if you can stay away from them, do so.

Now, I still receive bills from AT&T and the bills won't stop. I have called them twice and asked them stop sending me bills. They said their records show I have not have had service for nearly four months and I should not be receiving bills, yet they still come. This is driving me crazy because I don't have the time to keep contacting them to stop the billing. The waiting time on their telephone lines are incredibly long. I hope this nightmare stops soon. I do not recommend AT&T DSL. This is the worst company I have ever dealt with in my life. I would not be surprised if they go out of business with the customer service they are providing.

I told the customer service rep that I had troubleshooted all hardware in question and that I have determined the issue to be signal coming in from exterior and requested that a field tech inspect lines in as well as the junction box. i also mentioned that the service outage was the second within a year of service and that they followed the same procedure and that an outdoor field tech was required in order to restore service previously.

AT&T customer rep insisted that procedure must be followed and that indoor tech would have to send a ticket for an outdoor one to come for repair service. I made a technician appointment for Christmas Morning as that was the only available time when I could be present at residence. The indoor technician came to troubleshoot service and verified that issue was with outdoor line, the technician immediately put in a ticket for the field technician repair service.

The service is still out to this day. I contacted AT&T technical support prior to filing this complaint. The AT&T representative stated that he saw the repair ticket open and could not give any further information to a non-account holder and that the prior customer service agent had dispatched a repair technician to the subscriber address with proper verification and broke procedure and company policy in doing so. The customer service agent that I spoke to today also stated that any further information would require the actual account holder to verify account security information to provide any further service. Presently the subscribed service with AT&T Uverse has been out for 11+ days and this is the second outage that we have experienced within a year of service totaling at an estimate of 18-20 days.

The second day I called, same thing from one person to the next, until I was switched to this really fast talking woman that told me she would take care of me. She set up a date, 6/7/2010, to connect the internet and phone, and she told me, ''This is what I am going to do for you Mr. **, I see you have satellite TV. I am going to update that and bring in all new equipment". I asked about getting a third receiver in my bedroom. She said. "Sure, you can do that" and set up the installation for 6/8/2010, the day after my phone and internet were to be installed. Well, I didn't get the phone or the internet on the 6/7/2010 date but I did get a contractor out to install the satellite TV, only it wasn't dish network as I already had in service. It was DirecTV, a different company, but wait this is AT&T, right? I had no ideal I was being switched.

I tell you the contractor was a joke, The installation is shortie. He used the same cables and even told me that he didn't think one was very good going into my bedroom but yet he didn't replace it. There are about 5 or six splices in the cable, and form the dish that is mounted on my garage. He ran the cable in the gutter of the garage, and even spliced it there, a very unprofessional job to say the very least. I called and tried to get this service canceled and I was told I would have to pay a large early disconnection fee, which I later found that I had 15 days to change.

They never told Dish Network and I had 2 services going at the same time, only I was not aware of the Dish Network still being in place since the contractor had taken the dish a threw it off of my garage, A little over three months of service and its quits. I called DirecTV and they said for $49.99 we can fix that for you. Now six months into the service, it's out again, and I am not paying to have it fixed. This is rip off!

I was mislead by AT&T and they tell me I have to contact DirecTV. I called AT&T, they sold me this service under false conditions. I feel that I should be able to return the equipment to DirecTV and without having to pay a early disconnection fee as I never ask for it to start with.

It took 3 hours and 4 people to install via phone and got it up and running, yet when their system has a ** and area wide outage, you call and they have you reconfigure everything on your computer to find out that what I asked to begin with worked. Why could they not say, 'Hey, why not let's try it so you are up and running.' No, I am ready to go with the electric company for all my telephone and computer needs at least they say sorry when can I have a technician out to get this working for you. AT&T has lost the customer relations aspect altogether.

To be fair, just on one of the bills, I happened to talk to a manager who was able to understand the problem and give me a credit on just that one bill. He said that our conversation will be noted on the account but when I called the next bill because I had those charges ,again no one was able to see these comments or was willing to help resolving the problem.

I needed to be able to have the ability to make a good connection from our home as well. He was aware we would be working 6-8 hrs a day with live stock market feed running and at times up to 6 tabs in our browser. He was aware we would be visiting Las Vegas, Nevada, British Columbia, Canada and Southern California. He stated this device should work fine and showed me how to set it up. He did mention the 5GIG limit and could get expensive if the computer was left on. I specifically asked him how I know when I get near the 5GIG limit and if I could gauge it by hour or what. His response was "5 GIGS is huge, I doubt you'll ever use that much, besides they'll send you some warnings if you're close. If you go over by too much they'll even shut you off, especially on your first month, so don't worry".

Okay, they provide a 30-day trial and I thought this would be a good test of their product. We used the product in Las Vegas for approximately 2 days, Canada for approximately 9 days with good reception. Palm Springs didn't work well so we found a DSL line to hook into. The total usage was around 11 days. We never got above 2 bars on the laptop at our home in Hawaii, not good, so we returned the product before the 30 days. Upon return, I asked to pay the final bill, the sales rep had me wait there at the AT&T store for about an hour, while she contacted the home office to ensure we didn't get any surprises in the mail.

I didn't mind her due diligence, it was very thoughtful. They were unable to tabulate the final bill and she assured me we would receive the bill in the mail and stated it should be around $100.00 to $150.00. I received the final bill in the mail 5 weeks later, the total was $10,726.96, which included a past due amount of $102.74. We only received this one bill. I went into the store asked for the manager, told them there had to be a mistake, upon looking at the bill they laughed asking if it came with 4 tires and a good sound system. Ha Ha. I was promptly put on the phone with the Customer Relations Dept. in Boise, Idaho.

After my explanation, he apologized several times for what had happened and told me what the initial salesman failed to do was to give us the correct plan for International use which even at that usage would not have been sufficient for our needs. The plan we were sold was charging us $.15 a kb, and was for domestic use only. He stated that with the information the office in Hawaii had been given, I wasn't a good candidate for the AT&T Data card and probably should not have been sold any plan or data card. He did inform me that AT&T sent 6 email warnings for high usage and eventually shut off our service (of which we were unaware of) 18 days after we racked up over $10,000.00.

He said it was using it up so fast they didn't have time before they realized we had gone over the 5 GIGS! I informed him I never received any email warnings from AT&T, not even 1 of their 6. I asked him what email address he had, he said that information wasn't available to him. He ended the call by informing me I've been given a case number and the final bill will be called to me after their panel of managers approves his request. He assures me he's hoping for a most fair outcome!I find out today by their Boise office, after they initiated another call to me, the warnings weren't actual email warnings they had sent, they now inform me they were text-messages.

They did apologize, yet again, and told me to look forward to their decision and final bill shortly, as they have recalculated the bill to reflect the International plan which will reduce the bill.

The moral of the story is before you go to AT&T for anything, ask questions and understand all the charges. Do not assume that they will be reasonable. I asked for similar TV service, but did not specifically ask if it will be HD or not. I just assumed that since I have HD with DVR, that it is the price they are quoting. The agent specifically asked about my current service. The irony is this service cost me more after the initial rebate than what I had. I just wanted to share my experience with AT&T. As for the solution to my problem, after my contract period is over, bye-bye AT&T forever.

The set-up fee has not yet been waived and I'm paying $40 per month instead of $15 for DSL. AT&T does not refute the credits are due and the promo plan is 'in the works' still after 3 months! If this cannot be cleared up ASAP and all credits made, I will report AT&T to the Better Business Bureau and the FTC. It's been 3 long months already. We're long time customers and have perfect credit. I strongly suggest they fix it now!

I finally got my online registration code so that I could gain online access to our account. I received no stated/promised phone call within 10 minutes with the code, so I waited 5 days for my letter with their precious code on it. Give us a break, AT&T! Only they know how to make something so simple so extremely difficult!

They installed U-verse, and speed is very slow. I called to complain, and was asked to perform a speed test, which read out at 2.5 Mbps downstream. Customer Service rep said that's what I was supposed to get, and when I told him I was promised 30 - 45 Mbps, he said that the only speed available in my part of Chicago is 2.5Mbps! When I told him that I wanted to switch back to DSL, he said that DSL was being phased out of my area, and that (surprise! surprise!) they were trying to convince current customers to switch to U-verse. (Maybe they're promising them unbelievably high speeds in order to get them to switch?) Anyways, I cannot go back to DSL. I was asked which mall kiosk I ordered U-verse at; I told him I ordered it over the phone. He said that their order tracking software says it was ordered at a Mall kiosk, so they now have no way of finding the employee that promised me something that was never available! Looks like it's time to check around for other providers to get DSL service back.

The phone lines are utilized from various "boxes' that AT&T has at various locations scattered across the state. The only reason that they utilize the old phone lines is to save money. The tech stated this to me.

AT&T installed everything yesterday and left. HD / DVR in living room, HD receiver in family room, HD receiver in our bedroom, and an HD receiver in my son's room. Along with this, my package is to have the high speed 12Mps internet service and of course our phone. Just for the heck of it, I checked my internet download speed when the tech left. It was, and still is, 4.5Mps.Last night, I was watching the Buck's game, when all of a sudden I lost my picture and an AT&T blue screen came on saying that 'another television in my home has "interrupted" your program'. I went upstairs and found out that when my wife turned on our bedroom TV, she was shown an AT&T blue screen stating that in order to watch her Fox 9 o'clock news, she would need to "interrupt" another television within the house'.

It gets better! Typical with satellite and cable, AT&T gives you all the movie channels (hbo, cinemax, showtime, etc. etc.) for a 3 month period for free. We were no exception. The first thing I did was go to each television and stored a parental code so that no programming exceeding PG-13 could be viewed without knowing the parental code. Last night I woke up at about 2:00 am, hearing strange noises coming from son's bedroom. When I went in his room, I quickly realized that he accidently forgot to set his sleep timer - and his TV was on. When he had gone to bed, he was watching Home Alone on Cinemax. Well what was on his television was ** that cinemax shows on their late night programming. I thought me somehow didn't set the parental code thing up right, but found out that I did do it right. It blocks R rated movies but not "M" rated movies! You guessed it. I'm right back to Time Warner Cable with my tail between my legs!

They put me on with a customer retention person who knew even less than the first person I had spoken with. I became completely exasperated and asked that my account be canceled, at which time I was put on hold for the 4th time during this one phone call. When the person came back on the line after another 12 minutes, I was told that it was my fault they could not fix the billing problem because I had not given them enough time to sort it out. At this point, I canceled my account and I will never do business with AT&T ever again. I also would warn anyone from dealing with this company because they make it a policy to over bill customers in the hopes that they will wear you down and you will just give in and accept the over billing.

This is highly disturbing as we still don't have consistent internet service which I was also promised I would have. AT&T came out, found some issues and said it had been corrected but we still have inconsistent connectivity. I left AT&T once before because of billing issues so this is not setting well with me and I would like to not only have it corrected immediately but a personal call and explanation as to why it wasn't handled originally as I was told. Thank you!

Well he called me back and said all I ordered was the TV service, that was a flat out lie. Did I get these prices out of the air? Second, she said she needed a credit card to put the order through so that nothing would be billed. However, when I opened up my bill, she added automatic payment on my credit card. I guess that was just another lie! The manager said there was nothing he could do.

I asked who I could speak to so he gave me some number and, guess what, they are not there and no name to talk too! Please help, I got ripped off.

On Friday night when I came home from work, my TV was showing a blank screen and if I reset or unplugged the box, it still wouldn't work. So the next day, I called AT&T and they sent a tech out the same day and he rewired the lines and told me that I would be seeing him again. Twenty minutes after he left, I experienced the problem again. So the next day, I called AT&T and basically told them that I no longer want their service and to come back out, and disconnect my service and reconnect my old cable service which I hadn't called and cancelled their services because AT&T wasn't working for me in my area because the original tech who installed AT&T told me if AT&T doesn't work for me, they can reconnect my old service.

AT&T told me the techs cannot disconnect and reinstall another company's service. So I told AT&T that if they come back out to my home, they would have to come when it is convenient for me when I get off work at 6:00 pm. AT&T called my previous cable company to set up a time to come out and reinstall my cable at no charge to me. So the plan was to have AT&T and Insight at my home on Monday, Nov. 22 at 6:00 pm. AT&T came to my home at around 4:30 pm and someone was at my house but had to leave. So I told the tech over the phone to leave my house and not to run any more test because it doesn't work. He agreed to leave.

When my daughter came home around 5:00 pm, another AT&T tech was at my home and asked her were was the cable box, and cut my cable line. I thought that was very unprofessional. My previous cable provider came at around 6:00 pm and fixed my problem.

I've requested the access code by mail on three separate occasions, and none have ever arrived. I've talked to every department AT&T has: billing/services, technical support, general customer service, online support, even retention, and everyone refuses to fix the problem. Initially, after requesting by mail, I was transferred between three different departments (from billing to technical support back to billing to online services back to technical support). The representative finally said, "You will just have to request it by mail again. This time it will work."

At one point, after demanding to speak to some form of management, one helpful customer service representative spent 45 minutes getting to the bottom of the issue, and seemed very curious and peppy. After speaking with technical support, and trying online herself, she came back on the phone and did not sound peppy like before. She acted like she was reading a script, saying, "Sir, I'm sorry but my browser currently is not working. There is nothing more I can do at the moment."

I asked about her conversation with technical support. Her response, "Yes, I spoke with technical support, and asked if they could send the access code to your phone, or email, or by mail, and they basically said that they could not give it to you.” What is going on? I've threatened to change my service. But at $20 a month for high-speed internet, it's hard to beat. Threatening to change my service got me on the phone with the retention department, who basically never did anything. I even have a supervisor's direct line, to which I call and leave voicemails on, but never a return phone call or explanation.

Because I'm not sending in the amount, Dish requested they may put a late charge too. Please help or advise me the next step to take. Dish doesn't have my telephone number, nor my name correct. I spoke to operator 151; Marvin in the service dept; a Vanessa who transferred me to a Joann, who wasn't nice, she gave me her number as #*** *** ****. I also spoke to an operator, who put me on hold and never returned. On 1/8/10, I spoke to a Kristle who told me to call * *** *** ****. As you see I have had the runaround. I have no problem paying what I owe, I just want the correct amount. I want to have them check their telephone conversations with me and their records.

Two people, a young man and a woman saying they represented AT&T came to my residence front door this afternoon between 4:00 and 5:30 pm selling subscriptions to the Universe TV and internet system. The young man came first with a presentation. I told him three times I was not interested and finally he left after I asked him if he understood "No." He said no, he did not and literally skipped off the porch. About one and a half hours later, a woman came to the door with the same spiel. I told her I had just told the other person I had no interest and asked her to leave.

She persisted in asking me questions about my current service and why I had no interest in AT&T's services. I told her of the previous visit. She said that made no difference. She said if I did not answer her questions I would remain on the prospect list and someone else would call on me. I asked her to notify AT&T to take me off the sales list. She said I would have to do that. When I asked again ,she told me she "would try" but she doubted if it would make any difference.

As she finally turned to leave, I saw the first AT&T representative on the sidewalk next door to my house. I asked him if he didn't just try to sell me the service. He answered yes and said he "apologized." I called to them that I was going to turn them in. Both of them crossed the street, laughing, appearing to me to take what I said very lightly and to make fun of my response to their very unprofessional and rude conduct.

Card sent to customers 4 to 6 weeks after redemption. Redemption requires customer to retain qualifying service a minimum of 30 days and at time processing of reward is completed. "I signed up for service and contacted the customer service department for my rewards. I was told that I also needed to add telephone service in order to qualify for the rebate. It did not state that anywhere when I placed the order, moreover, the website still does not state that in the terms and conditions for free gateway or modem. They refuse to honor what is stated on the website. $100 in costs for the modem/gateway.

After numerous phone calls, this matter has not been resolved. I have been billed by both AT&T and DirecTV for 3 months in the amount of $139 and $174. Today I am told by AT&T they never offered such a promotion. Both AT&T and DirecTV have blamed the other for all billing issues. DirecTV has informed me I will be billed $440 for discontinuing service. I asked many times if they have contract for combined billing, why with this issue can they not resolve the problem instead of burdening the customer with astronomical bills. Your attention to this matter is greatly appreciated.

Economically AT&T DSL is getting money for a service that they aren't providing the whole time. Physically, my computer and I can't get the things done online: buying a product, checking email, etc. that they guarantee with their product. I am also getting very stressed after all this time where I've tried to be patient. This is November and the problem started in August.

I knew and I informed AT&T that the Comcast TV cable service would be included in my lease at the new Boca Raton address. I could have chosen to close my account with AT&T and simply added to Comcast cable the fast speed internet service and phone service. However, instead I chose to transfer my AT&T service based on the information provided to me by AT&T on the phone. On August 5, my phone and DSL were not connected as promised by the AT&T service representative who I spoke to for over an hour on August 1st. On the evening of August 5, using my T-Mobile cellular phone, I called AT&T to complain and was told that there was no record of my order nor my having called nor conversed with anyone at AT&T. I was also informed that the ** and my previous phone in Pompano of * were both under the name of someone else, and not mine.

Due to my disbelief and my insistence, I was finally told that these numbers were in the name of someone by the name of Robin (I think it was Robin **). I was told that I would have to call the sales department as they had committed an error. I was told that the sales dept. was now closed and I would have to call them the following day. The lady I spoke to was extremely rude to me. I was extremely offended by the way I was treated! On the following morning of August 6th, I went into my office early to use a landline phone and I spent one hour and 24 minutes talking to Nicole in the sales department. During this hour and 24 minutes, she continually placed me on hold and kept coming back every 10 minutes or so to tell me that she was speaking to her supervisor and that all the confusion and errors were being straightened out and that I would have my service installed the following day, August 7. Nicole was very very apologetic in how she verbally acknowledged that many errors had been committed by AT&T.

However, as you will now read, the fact that she was nice during the 84 minutes I was on the phone is totally without any value at all - as all of her nice assurances - and all of her nice promises - stating that she had indeed solved the problems were nothing but total and complete hogwash! When I arrived home on the evening of August 7, I found out that my service was not installed as promised by Nicole. On the following morning of August 8th, I called again to complain and was told that there was absolutely no record of my long 84-minute conversation with Nicole and that there was no order anywhere for transfer of my phone and DSL service and that the earliest AT&T could install my service would be August 12th by 5:00 PM in the afternoon.

This new and latest verbal telephone version of what AT&T could provide was also delivered with extreme rudeness! On August 12, I left work early as I received a call from Bobby who told me he had been working on the line outdoors for 2 hours and had concluded that there might be an issue with the line inside the townhouse and he needed to get inside. Bobby was extremely well mannered, very professional, very respectful, and very considerate person. I left work early and I arrived home at 4:15 pm and let Bobby inside the townhouse and he proceeded to continue the work on the line inside and outside. At 5:00 pm, Bobby informed me that my line was connected and functional.

The line was ** (the same number I had been given by the Sales Department on August 1st and also the same number that Nicole had confirmed on August 6th). Bobby used one of the tools he carries to confirm with an audio feedback that the number which was functional was indeed **. Needless to write, I was very relieved that I finally had a landline. Just as he was getting ready to leave, Bobby suggested that I call the AT&T DSL department as he was surprised and a bit concerned that he had not been given an order to install my DSL. I called DSL as Bobby suggested, while Bobby was still standing next to me, and I spoke to Tyrus who proceeded to inform me that there are errors on the number **. I asked Tyrus what this meant and he said that when he entered this number in the system it populates that the number has errors although it does not specify what precisely those errors are.

Bottom line was that Tyrus said if I also wanted DSL service, he would have to issue another new and different number as the number I was given and was installed by Bobby was not available. I told Bobby what Tyrus was saying and in complete disbelief and confusion, Bobby said he could not believe what he was hearing. He asked me if he could please speak to Tyrus for a moment and I handed him the phone. Bobby got on the phone with Tyrus and he told Tyrus he had been listening to my side of my conversation with Tyrus and did not understand what the heck was going on.

Tyrus repeated the same thing to Bobby and then Bobby gave me back the phone and he proceeded to check the line once again with the tool that provides an audio feedback and this time we both heard a new and different number, thus realizing that Tyrus had gone ahead and had already changed the number from ** to a different number of **. Tyrus then proceeded to tell me that since he changed the number at approximately 5:45 pm, I should wait about an hour before calling DSL Support to ask them to expedite the DSL connection. I told Bobby what Tyrus had just said for me to do and again in disbelief, Bobby said he had never heard of such a thing and that he had no rational explanation for any of this.

Bobby explained to me that he had an order to provide repair service to ** and that was exactly what he had done. Before he left my home, Bobby called in to report to his supervisor and tried to explain the whole thing. His supervisor was also at a loss to explain what the heck was going on. Following the instructions given to me by Tyrus, I called DSL support at 7:00 pm and was on hold for over an hour. Finally I spoke to a person by the name of Tanisha who told me that the ** number was under the name of someone else and there was no phone number under my name nor was there an order for DSL under my name.

I asked to speak to her supervisor and she transferred me to David (who identified himself as a supervisor), who proceeded to tell me exactly the same thing Tanisha had told me. David spent quite a bit of time placing me on hold while he said he was doing research just as Nicole had done on August 6th and said he did find my previous Pompano Beach account at ** and that it was still active and no record of a request for transfer appeared. David said there was nothing he could do for me as this was an issue to be handled by the sales department and of course the sales department was closed until tomorrow. Here I was once again, in exactly the same place I was before speaking to Nicole on August 6th.

Not one single person that I spoke to employed by AT&T could explain to me what the heck was going on and no one was in any way capable of generating any kind of real solution. Some of the people I spoke to (Nicole and David) actually saying, "I am sorry you are experiencing so many difficulties" and yet unable to provide any kind of a solution or rational reasonable explanation for all the incompetence, inconvenience, rudeness, the infinity of errors! The following morning, August 13, I once again called the sales department from my office at 8:00 am and spoke yet again to another sales agent who once again had me on hold back and forth for an hour and 20 minutes while she advised over and over that she was working on my problem. I have always thought of my problems as those which I bring upon myself due to a personal and individual error in my own judgment.

This ridiculously long list of problems are AT&T problems brought on by the incompetence of AT&T! After a very long time on hold, the sales rep advised that my new number (3rd number issued) was now going to be **. The sales rep said there was also and again an error with this number, but it was the kind of error that could easily be cleared up by the IT department of AT&T. She asked me to continue on hold while she communicated with the IT department. She came back on the line and said that IT would clear it up in approximately 4 to 6 hours. She said she would call me back as soon as she received a confirmation email from the IT Department.

When I got home, there was a message on my answering machine advising me that she received the email from the IT department and that the number had indeed been cleared and I should have no problem when I called the DSL department. I called the DSL department and was told I'm not pulling up that number and again that number does not come up and so forth. The same exact situation. I was told that my problem could only be straightened out by the sales department and that they were now closed and that I would have to call them back tomorrow morning. I hung up. Here I was once again, in exactly the same AT&T hell of incompetence I was before speaking to Nicole on August 6th. Back and forth like a tennis ball and no one knows what the heck is going on. No one capable of generating any kind of solution. False promises!

No solutions to your problems! Just like a great number of professionals in the United States, I use my landline to participate in business telephone conferences. I use my internet service to continue working in the evening when I arrive at home. Being without a landline and internet is not only a personal inconvenience, it is a great professional inconvenience.This infinite series of futile and time consuming phone calls continued while AT&T employees continued to issue even more telephone numbers. The AT&T employees continued to apologize in android-like voices and continued to assure me that this nightmarish incompetence would end and I would indeed have DSL and a telephonic landline.

This was actually accomplished, only to discover that the DSL speed I purchased and utilized in my previous address was not as promised by AT&T available at the Boca Raton address. Had the sales department at AT&T been forthright and honest from the very beginning, I would have thanked them and gone with Comcast thus avoiding the personal and professional inconvenience and aggravation. AT&T also mailed me a set of telephones that I do not need, did not order and of course refuse to pay for. When I opened the box and viewed the telephones, I called the sales department immediately to complain. I was told that they were, again, very sorry for their latest error and I was now faced with the burden and the responsibility for correcting the latest error. I was told that it was my responsibility to contact UPS and mail the phones back to AT&T.

I told the sales representative that it was their error and they were responsible for having UPS pick up the phones. I instructed the sales representative to cancel the phone line and the slow DSL and hung up. This nightmare was followed by an experience as to how things should be. I proceeded to call Comcast and in a few short minutes, I ordered Comcast to add the fast speed DSL and a phone line to my existing free cable service. Two days later (less than 48 hours) Comcast delivered both exactly as promised. Effortless high quality customer service. To write that I am unhappy, disappointed and furious, does not even come remotely close to expressing what I think of AT&T and what I feel when I think of the great loss of my time and the great inconvenience caused to my personal and professional life.

AT&T is completely responsible for my becoming an almost daily AT&T basher. I take advantage of every single opportunity that presents itself to bash AT&T and I plan to continue doing so. There are no words available in my vocabulary that would accurately describe the lousy impression and the low opinion I have of AT&T! I have never in my 60 years of life in South Florida attempted to do business with any company that is as incompetent as AT&T. Some of the people I spoke to were literally rude and offensive to me. With the exception of Bobby, all of them made promises they did not keep. My impression was consistently that I was dealing with a series of completely different and completely independent departments that required the cooperation of the other departments in order to contribute to the final outcome of a service and yet every AT&T department didn't have a clue what the other department was doing.

There was absolutely no cohesiveness, no communication, no teamwork between one department within AT&T. I will never recommend AT&T to anyone for residential or for business services. On the contrary, as I wrote, I will continue to bash AT&T and tell my story of how incompetent they are at every possible opportunity. What I will do is what my brother and my friends did with me before I made the gigantic error of not heeding their advice! I will share my horrible experience, my AT&T horror story, and I will say don't do business with those people. Consider yourself forewarned! If you do business with AT&T, you will regret it.

This is what I was told by others as they also have their own AT&T horror stories. I am now being told, "I told you so" from friends and family and realize I should have listened to them when they advised me to go with Comcast or some of my other available options! Almost everyone at work that knows of this incompetence has shared their own horror stories and told me that they do not use AT&T services because of their own negative experiences. Fortunately, for the consumers of telecommunications services, more and more options are becoming available every day. Fortunately, AT&T is no longer the only game in town! It is indeed possible to have internet and phone service with other competing companies and not have to do business with AT&T! My definition of AT&T is: employees that lie, employees that are rude and abusive, incompetent, and lack professionalism; non-existent customer service and a complete absence of business ethics.

AT&T is consistently billing me for the above and I have of course absolutely refused to pay them. AT&T has proceeded to refer the monies they claim I owe them to a collection agency. They have now added to the nightmare by ruining my credit. I would greatly welcome the opportunity to stand in a courtroom and explain why I refuse to pay their bill. Consequences of the horror experience with AT&T were loss of time from work, loss of income while I took the time off, loss of communication at home with no landline and no internet access, psychological and emotional distress and suffering, telephone calls from a collection company, and a negative credit bureau entry.

She argued with me a few times, then put me on hold, I assumed to transfer me to a supervisor. When she returned, she said she had set up the disconnection. I then asked if she was going to let me speak with a supervisor. She continued to argue with me and at one point I asked if she was refusing to let me speak with a supervisor. She said, "You haven't given me a good reason to speak with a supervisor. " After this, I attempted to go onto the AT&T website and file a complaint. I found a link that mentioned filing a complaint. When I followed the links, I could not find any phone number or email contact besides the general phone number. Is this purposeful?

Shouldn't they be refunding money to me for the loss of these channels? They are charging me the same amount per month or give me back these channels I am being charged me for. It seems that AT&T can get away with whatever they want. This is not the first time I have had problems with them changing the rules of their contracts just because they can. Where is my discount for not getting what I paid for?

On Friday, they assured me that it was fixed. And indeed it did work, for about 4 hours. That same day, I attempted to take an online exam, and it cut me off in the middle. Giving me a failing grade. After this, I decided to cancel, after turning in my equipment and receiving a letter of receipt. I called because my refund was less than $250, they told me there was a mistake and I was only refunded $10 and I would have to wait 2 to 3 more billing cycles.

It has been quite a terrible experience, I have spent over 15 hours on the phone I have spoken to countless supervisors. It has really been terrible. Is this just because I live in Louisiana and we don't matter? I also found out the area I live in does not support DSL Extreme, and the Tech who sold me the service knew that and sold it to me anyway. So thank you AT&T for giving me the worst service possible, and doing so unapologetic.

The technician stated he would have to replace the old cable and the cost for replacing the cable would be $150.00. We explained that we did not have $150.00 and that I had not been informed by AT&T of any additional installation fees. The technician then telephoned, who he said was his supervisor and they agreed to lower the price to a one-time fee of $100.00. We did not have any cash, so we were instructed by the technician that we could write a check for the agreed upon amount. We were also instructed that the check had to be made payable to Carlos **, DirecTV technician. So we issued check number ** in the amount of $100.00 to Carlos **, technician and representative for DirecTV. I was not aware that I was dealing with DirecTV, it was my understanding that my business was with AT&T. I was informed by the DirecTV technician that they were contracted with AT&T.

After receiving my first bill for the supposed affordable bundle price of $116.34, I was shocked to see that the bill had a much higher amount of $187.40. I immediately called AT&T. They asked if I had completed the coupon and I explained that I had the day after the DirecTV technician had performed the installation. She then transferred me over to a representative for DirecTV. I spoke with two of their representatives the same day, one of which told me that I should see a credit of twenty something dollars on my second bill, and the credit would go to directly to AT&T and not me. I explained that the credit would still not reduce the bill to what I was quoted of $116.34. I was instructed to call AT&T back. I hung up and called AT&T and spoke with another AT&T representative, who then told me that the rates given to me would be impossible and that I would have to file a complaint about the DirecTV and the $100.00 that I had been mislead into paying.

It sounded like none of the representatives of AT&T and DirecTV were really interested to address my concern of the bait and switch involving the bundle packet of $116.34 or the $100.00 paid to the technician.

Both company representatives kept point the finger and blaming each and other. My concerns are still unresolved. We originally thought that the bundle deal of $116.34 was a good deal, so we informed other family members who also enrolled, was mislead and overcharged using the same bait-and-switch practices. Had I known that AT&T was not going to honor the verbal agreement, I would have gone with Cable One, and save myself and my family the expense and being deceived by AT&T and Direct TV.

AT&T and Direct TV seem to be carrying out bait-and-switch practices, where they quote you one price and bill you a different and higher price. I am requesting that the company implement immediately the bundle packet of $116.34 per month and refund the $100.00 that was paid to the DirecTV technician Carlos ** or void the contract completely and immediately! If you have any questions or require additional information regarding the above mentioned concern, I can be reached at (228) 475-8409.

At this time AT&T has an agreement with their customers to provide selected packages without interference due to their disagreements with their suppliers. We are not getting the channels for which are paying. AT&T should be required to give each customer a refund for each channel removed from the customer's agreed package. AT&T has substituted channels in place of the missing channels, channels which we do not want to pay for. We continually pay for channels we do not want and now we are paying for channels we do not receive.

I paid for the DVR to record these shows to watch when I wanted to. They are now gone. I don't watch live TV as I work long hours. I believe they owe me at least the money I paid for cable for several months, not to mention punitive costs.

They say, they are "fighting for us" but their track record is weak. Hallmark has been off for three months, and today another lost of channels. Yes, I have called them, left a message on their FB wall, and wrote an email. I don't know if you can do anything but I would appreciate knowing that you at least looked into this for consumers. Yes, I am checking with other providers.

I told her I was interested. She states that my monthly bill for all the stated services here would be 218.98 for 12 months and then 278.98 thereafter. I was stunned and repeated what she said and asked her several times are you sure. She said yes and asked me how many cell phone lines and minutes I used monthly. She sold me, my concern was that I didn't have a credit card and that previously when I wanted to change, I had to have one but she assured me that now they took debit cards and that I would have to sign up under auto pay to get this service.

When technicians came to install it was under the wrong apartment number and my neighbors existing internet was disconnected. My neighbor was furious thinking after a representative at AT&T gave her my personal information and convinced her to file charges against me for mail tampering as the only way I could have had her internet shut off.

I never have had any problems with AT&T until I signed up for U-verse and to have my reputation degraded like that by an employee of this company that had no proof that I did anything and it was their mistake is appalling. To be sold a bundle not combined services and to not get it is bad business. I was sold a false deal and they are not living up to what this representative sold me! I want what I was sold: TV, internet, home phone and wireless for 218.98 for 12 months and then upgrading to 278.98, period. I have contacted the company several times and been given the run around.

I called today, (10-7-10) and was finally told that was impossible and that nothing could be done. I do have emails from the representative that sold me the bundle. They responded to the BBB that data charges, text messaging and insurance was not included in the bundle deal, which was never mentioned to me or made clear that these charges were excluded.

I scheduled installation for October 29. During the weeks approaching our installation appointment, I was informed by two different neighbors that they had tried to have U-verse installed and it wasn't available for our neighborhood. I immediately contacted AT&T on both occasions to relay what each of my neighbors had said.

AT&T insisted that my neighbors were wrong and they guaranteed they did offer service at my address. The AT&T tech showed up at my house for installation only to tell me that AT&T U-verse is not available in my neighborhood. He didn't even have to check. According to him, there isn't enough cable in all of South Florida to get this neighborhood connected.

So, AT&T could care less that they wasted my time, gave out wrong info, and sold me a bundle of services that they can't provide. This is basic fraud, yet because they are a huge company, they get away with it.

I was called by the AT&T tech that everything was good to go, that I was all set and could hook everything up. I got home that night and hooked everything up according to the directions that I was sent.

The internet worked fine but the phone did not work. I called AT&T and the tech on the phone told me that he would help me get it working. It was finally hooked up and working except only one phone in the house would work. I called the next day and was told to change a few things around and it would work. I came home and tried everything I was told. Still only one phone would work.

I told him that I had gotten an error message saying that "Gateway Authentication failed". I signed off and got back on again and it was fine. He said, "Oh, you have a Gateway computer?" I said, "No, the box you gave me is called a Gateway!"

So then he told me the reason it did not work was that my phone was not digital. I threw it away and got a new one, came home and hooked it up and still itdid not work.

I called again. I was told they will send another guy out and I told them to please send someone out who at least pretends to care. So I sit home for another day waiting for AT&T and he shows up and stands at the door and says that I can't have more than one phone? He could hook up more jacks for $150. Really, I was never told that because I live in 2 -tory town home and would never buy a service that you can only have one phone. I refused to pay $150. I told him he could leave.

I called again, one more time to be told that I needed to go home and pull the plug out of the box outside and he guarantees it will work then. I asked him if that was the only problem, why hadn't either of the guys that came to my home pull that plug out? I go home that night and pull the plug and it still does not work. I called again.

I asked for a Supervisor, I am put on hold for 10 minutes and am told there is no one available to talk to me. I told him to have someone call me back. At least 11/2 hours went by. Someone finally called me saying he is a supervisor, Matt, and he can walk me through this and it will work." He wanted me to hook up the phone a different way but my phone cord was not long enough. He said that I should buy a new one and he would call me back the next night and stay on the phone with me until it is hooked up. He asked what would be a good time to call. I told him after 8. I rushed home and he never called. The next day I called again and Ken told me that if I were at home he could help me but I was at work so I asked him to give me a supervisor. I have had it.

Here I am for the third weekend sitting all day waiting for a tech. She says he will have instructions not to leave until its resolved.

After sitting here all day, the latest tech said he could hook it up for a $55 fee. I told him that with all the aggravation I have been through that I am not giving AT&T another penny. I have never dealt with a company that gives me a different answer every time and I still have only one phone. How do you stay in business? This is just ridiculous. This whole thing has been a nightmare.

It has been over a month now and I have gotten nowhere except being told it can fixed for more money. Are you kidding me? I have put more time and energy and into this than they have, by far! I am sending this to anyone and everyone who will listen. Hopefully this does not need to happen to anyone else.

I continued to dispute each and every communication from AT&T and their heavy-handed collection agents in writing. The computer-generated phone calls continue to this day. They have listed their "debt" on all of my credit reports. How do I get this removed?

I just received notification from a collection agency that nothing was rectified. This is from 2+ years ago. Now it's a black mark on my credit report and even if I call, I can't guarantee that anything will be resolved. What legal standing do I have?

A few days later, I called AT&T to see if I could get service any sooner, as I didn't want to wait three weeks. The representative who helped me on that first call said that I had an installation appointment for the 28th, and that if I wanted to change that I would probably need to choose an even later date, as nothing was available before then. Installation appointment? I thought I was self-installing. I asked if I needed to be home for this installation appointment, and she said yes, then revised her answer to probably. I told her I hadn't been notified of this appointment, and I wasn't certain if I would be able to be home (Inconvenience #2). I spent over 40 minutes on the phone to get this information (Inconvenience #3).

I managed to take paid time off of work to be home for the appointment, which was scheduled from 8am to 12pm. The tech showed up around noon, never knocked on my door, and just fiddled with something on the side of my house and drove away. I didn't need to be home at all (Inconvenience #4). I waited until 8pm to install service, just as my instructions said to do. When I booted up the modem, my install was not successful. I called customer service for help, and was told that it was after business hours, and I would have to call back during normal business hours (Inconvenience #5). Why have customers install after 8pm, if there is nobody available to help them at that time?

I called at 7am the next day, as soon as the office was open. The tech asked me some basic things like, was my modem plugged in to the power source? Was the power cable plugged into the wall? Was the data cable plugged into both the wall and the modem? Had I tried rebooting it? I was on the phone for over 30 minutes (Inconvenience #6). At the end of the call, I was told that I would need to make an appointment to have somebody install my service for me. My girlfriend stayed home for our second appointment (Sept 29th 8am-12pm), as I had to be at work. I got a call saying that the tech (Chris) had showed up, and nobody was at home but she was home the whole time (Inconvenience #7). I called the tech back and he said he'd go back to do the install, but my girlfriend couldn't stay all day and he was well outside the time frame specified. He said he'd have to come back the next day (Inconvenience #8).

I took paid time off from work to be home the next afternoon (30th). He showed up and fiddled with it some more. He had to come one more time then, on the night of the 1st. He still wasn't able to get it up and running, but he said the problem was outside, and that he'd be able to work on it while we were out of town for the weekend. He would need the help of another tech, but they should have it going by the time I got back.

On the night of the 3rd, I got home from my trip, and tried rebooting the modem. It didn't work. I called Chris and left him a voice mail. I called Chris on Monday (October 4th) and left him a voice mail. I left him another voice mail on the 5th and the 6th. I never heard back (Inconvenience #9). On the 7th, I called AT&T again to see if I could get anybody else to help me; it was really ridiculous to be without service for so long. I talked to a representative, who said I would need to be home again for another appointment. I expressed that I was incredibly frustrated with needing to take so much paid time off to get a simple service installed, and that the previous technician had said the problem was outside, and I wouldn't need to let anyone else in. She said no, I would need to be home, yet again (Inconvenience #10).

I took paid time off one more time, on the night of the 8th. I had an installation window from 4 to 9pm. I sat home the whole time. Around 7:30, I got a call from dispatch saying that the tech was running late, and that he would be showing up closer to 9pm. So I'd taken off of work for no good reason (Inconvenience #11). By 10:30 pm, I'd still seen no sign of the tech, so I called dispatch again to see what was going on. I was informed that he'd probably reached the end of his shift and it got too late, so he just went home. They said he was supposed to have called me, but he never did (Inconvenience #12).

I expressed once again that the problem was outside, and that a previous tech had told me nobody would need to come into my home. The rep said that somebody would come by the next day (9th). I wasn't home on the 9th. They said nobody needed to be home, and I could not dedicate any more time to sitting around waiting for AT&T to install. However, when I did get home, I found a door hanger saying that a tech had been by. The tech didn't check off any of the boxes. I wasn't sure if my service had been fixed, or if they had attempted to get in and couldn't, or what. I tried rebooting my modem, and it still didn't work (Inconvenience #13).

I called AT&T about the problem again, and they said they'd be sending yet another tech the next day (10th). The tech (Jonathan) showed up and fiddled with it for a while. He used my computer for a while, and then he tried again with his computer. After about an hour, he said that he'd tried everything, and that the problem was definitely outside. Everything in my house was perfect there had been no reason for these repeated inside appointments (Inconvenience #14). He said he put in a ticket to have a different tech fix some bad wiring in my neighborhood (just as previous tech said) and that they had 6 hours to respond. They may come that night yet, or they may come first thing the next morning (11th).

That night, it was not fixed. On the 11th, I got an automated voice mail from AT&T saying they were sorry they missed me, and would need to reschedule but the appointment hadn't even been for an issue with my house. Since I wasn't home, they didn't fix the problem in another part of my neighborhood (Inconvenience #15). I called back to see what was going on, and the rep said that they were having issues with their system, and to disregard. When I got home, I rebooted the modem, and still no service (Inconvenience #16).

Jonathan was out that day, so I called his manager, Jim. Jim didn't know what was going on, and said a tech would need to come into my home to fix my service. I told him no, that multiple techs had told me the problem was outside, and that I had a ticket with Jonathan to have something somewhere else fixed that, there was nothing wrong with my home. He said he was going to come to my house and run some tests. He did, with another tech, and they confirmed, once again, that everything in my home was set up properly. He put in another ticket to have an outside tech fix the problem that was not in my house.

On the morning of the 12th, I got a call from another tech, Jason, saying that he had an appointment window with me today from 12 to 4, but that he'd finished something else early and was in my neighborhood, so he'd be stopping by my house even though I did not set up an appointment for anyone to come to my house, and nobody was home, and there wasn't a problem with my house. I told him this much, and that he needed to look into my case more, instead of just rescheduling, yet again. He said he would look into the issue, and see if I had any other tickets open. He called me later to say that he had gotten sync on my account, which I'd heard before. I haven't gotten to check yet whether or not it is working.

I am requesting a technician to come and fix this issue in order to comply with Building City Codes. I talked to that apartment complex manager and she advice me that they will have an inspection from the city on Monday, 10-11-2010. I tried to contact. Already, I called AT&T, wasting my time almost 2 hours to minimize your company penalties from the city of Atlanta. I will appreciate a visit from your tech department to fix the wiring issues left by the other AT&T employee. In case you need to verify the order service account was # **. The only positive experience was the excellent attention and customer service from Gladdys **, the wireless customer service agent who provided courteous and professional attention to this issue.

I called them again and was informed that they shut the phone on but didn’t install the internet due to a problem with order again. I asked why I was not called and told the phone was on or told that there was a problem. I was told again, "We don't know, so sorry." I am now told that they can't finish that order and that I would need to reorder internet for the third time, only this time I am told that I would need to sign up for auto payment and would now have to pay $109 for a deposit. At this point I told them that I am frustrated and didn’t want to order again and that I just want to cancel everything. I am informed that they have already turned on phone and I can’t cancel it.

So I am stuck with a phone and no internet and the only reason I got the phone was that it is required for the internet service. I called all kinds of numbers there and have now reordered internet for the third time and they won’t install till 10/6/2010. I don't understand why I went from the first good order being cancelled for no reason to being forced to order a third time and forced to auto pay from my account. I think on each order that they pulled my credit files and have now had a negative impact on my credit due to the number of recent inquires. I don't know what I will do if they don't get this last order right. I am tired of running around and taking off work to get this done.

I have been told a thousand times how "sorry" they are and apologized to till I am sick, but they have done nothing to make it right with me or done anything to make my install quicker. That is a bad way to treat customers and it isn't right. I took time off work and wasted two days and used countless minutes of cell phone time making dozens of calls.

I returned and contacted AT&T on September 8 in order to restore my services. I spoke with an AT&T representative who did not know what she was doing as she had to constantly put me on hold in order to get answers to my questions. Unfortunately I did not take her name. I requested to speak with a manager but was refused. She let me know that my services could be restored on September 16. I was never given a reason as to why it would take over a week to restore my phone and internet service. Since I was going to be out of town to pick up and bring my parents to temporarily live with me, we set the restoration date to September 24.

I contacted AT&T on this date with additional questions and spoke with Leslie. I again asked to speak with a manager and was told none were available. This time, I pressed the issue further and Leslie let me know there was nothing a manager could do that she could not provide for me. I then asked what exactly the role of the managers at AT&T is, and her response was all they do is walk around. I was on the phone with Leslie for about 45 minutes.

Apparently, my phone number (913)** was with Charter Communications and she was getting them to release it. I did not know who Charter Communications was and Leslie informed me they were another phone carrier. Now, my date to restore my internet and phone service would have to wait until October 1. On Thursday September 29, someone from AT&T contacted me to let me know there was a problem with restoring my phone and internet. They said something about Comcast and at this point I asked the representative to read the notes on my account.

She wanted to put me on hold while she did this and since I was working, I requested she contact me after work hours. That evening, I was contacted by someone else at AT&T, ID #**. At this point, I am beyond upset. I wanted the contact number to their executive offices. She refused to provide me with that information, put me on hold, and said that someone would contact me immediately. I have yet to speak with anyone at AT&T.

The employee at AT&T explained the bill was month to month, no contract, so in excitement I ordered the internet. My internet worked for a month at my old address, **, until I moved. I moved into a duplex in the ** area. I called AT&T before I moved and informed them the date I was moving. They explained that they would send a technician out to my new place and connect service. I asked if anyone needed to be home, the rep stated "no", as they do not need access inside the house." The day the tech was scheduled to come connect service, I came home from work to a tag on the door, saying unable to connect service due to access issues.

So I called AT&T, waiting on hold for over 30 minutes, explained the problem and they said, No problem, glad to help. I will schedule a tech to come out to your house a couple of days after." So I took the day off of work to be home in order for the tech to come connect service. I was told the technician was expected between 8:00 am to 12:00 pm. So I waited, and I waited, and I waited. At 12:05, I called AT&T and waited for a rep to explain the issue. Finally after waiting 20 minutes on hold, I was talking to a live person. The rep look up the order number and said that the rep who booked the appointment had booked me an appointment knowing the day had no available appointments. So I took the day off, lost money while waiting for someone who never came. So I agreed to schedule another appointment, which I waited and someone finally came and "connected" my internet.

I attempted to go on the internet and it wouldn't work, I knew it wasn't my computer because it wasn't even a year old yet. So I called AT&T and explained the problem while spending over 2 hours on the phone with the rep who promised the problem would be fixed. Then I get a bill in the mail with an additional $99 fee, so I called AT&T to find out why my $19.99 a month internet bill was over $120 dollars. They explained because I moved and cancelled service, they had to open a new account and somehow the old account got charged an "early termination fee of $99." First of all, I moved and still had internet service, than they tell me there is a fee, when I never signed up with any contract! So the 99 dollars was removed after an hour and 30 minutes of explaining I still had their service and I had just moved! For the next two months, my internet did not work and after calling and being on hold, transferred, and getting no solution, for over two hours. I was in tears when I got off the phone with them.

Two or so days later, I called and told AT&T I did not want their internet service as it did not work and every time I call, I get broken promises, mislead and fees from contracts I never agreed to. So the rep agreed the internet would be disconnected and said sorry that I was not happy! Then I get a "final bill" of 42 or so dollars, so I pay 47 just to be safe. Here I am a couple of months down the road thinking I am free of horrible service, lies, hours on the phone, free of being transferred over 3 times and two hours every time I call and I come home to a collection notice of $91.

So I call AT&T to "resolve the issue." They tell me my internet account had been suspended due to non-payment. What, are you kidding me! I am the one who called and cancelled because of all the ** I had to go through with this company in which I thought I was getting good affordable internet service! Not! So I called and again was transferred three times, not to mention the last rep I spoke to told me it was my responsibility to pay my bills, and that he was not going to credit the $99 early broken contract that I never signed up for since I was informed it was $19.99 a month for month to month! I requested to speak with a supervisor. The rep told me their policy was to take my number and a manager would call me back! So I asked what the turnaround to receive a call back from the manager. The rep told me 24 hours. So the next day, no call and neither today.

I am not calling AT&T back and am spreading the word of their poor service to save my friends and family the heartache, headache and everything else that comes with their "service".

We were shut down as of this morning 9/30. I spent 2 hours and 47 minutes on the phone this morning with various AT&T departments and representatives only to learn that because it takes 24-48 hours for one department to communicate with another, I can't even order the service back until Monday, 10/4, and then it could take up to three days to get a technician to the office to restore all the settings. This means AT&T will put a small business out of business for five business days, and because of that, probably close our doors all together. In addition to this latest problem, when the move took place, we were down for 10 business days due to phone lines, Internet, fax, and voicemail service all being set up incorrectly multiple times.

If I am not up and running for five business days, I will lose $11,000 in billable time. In addition, I'm losing billable time by consultants who can't work out of my office. The initial set-up issues cost me a retained client and $28,500 in lost income over the next 12 months.

A month later, I received my bill and found there were charges again. I called customer service again and explained the entire problem to at least 4 representatives. Again, they said the refund will be done and internet will be disconnected. Months later, the internet fee is still showing up on my bill. They never cancelled the internet fee or supposed service in the bill. Again, months later, I am still being billed for internet that I had never had. I called again, and the representative told me that the internet has been cancelled for non-payment. Remember, I have never had their internet. The customer service man said for me to pay the bill so that the internet could be connected back on, that way he can cancel it later.

So I got transferred back to tech support to get reconnected but apparently he submitted the wrong form and I was told by the technician that she was trying to get them to submitted the correct order and service would be on in a couple of hours. I called back in a couple of hours because I still did not have service and was told the account was disconnected and there was no reactivation order.

They say I will also get a Visa card which $29.00 would be applied to the installation and the rest was mine to use any way I wanted, whether it be shopping at Walmart, shoes or even to buy gas. The rep asked what I paid for all 3, T-mobile $65.00 for 500 minutes, nights and weekends free and unlimited texting; Comcast, $15.00; and AT&T for internet and house phone and said, "oh definitely you'll be paying less and with A-Uverse more stations. Well, I took the deal and it has become a financial nightmare.

I have been receiving outrageous bills and for the past couple of months after repeatedly trying to resolve the matter, being hung up on, the extended wait on the phone to discuss the issue, being charged for every call to your company (I feel questions to your company should be free), being transferred from the reps from one department to another and end up at the same department wasting time and holding for 15 minutes all the way up to 2 hours.

I am very dissatisfied with your rep's promises to provide me with better deals than your competitors, just to get you on contract and to charge services to the max any and every possible thing you can when you don't commit to your promised promotion deals. This to me is false advertising and your customer service reps are trained inappropriately to just hang up on the customers. Some reps can't tell you their last names and what call center they are from. Some can give ID, some can give all three and others argue not too.

That's when their role comes in to pretend they have been disconnected but yet they hang up on you. This is definitely unprofessional! I have never received such inefficient, unworthy, rude services from any company within a five month period. It is poor service rendered and it is not customer satisfaction at all. It's highway robbery and a good way to cause a person to have tachycardia (racing heartbeat) or heart conditions with raised blood pressure. Then you have to call back, hear the voice prompts and start the call all over again. Tell me, whose time is being wasted, and on AT&T's behalf, do they really care? I signed up with reasons to think I was receiving a great deal offered and to save money trusting a well known company whom I've done business with for a long time. I was lied to, just to lure me in on a promotion and contract.

The last supervisor I spoke with who took interest to assist me and give me the last figure I paid of $197.56 was Nathan from the Nevada call center I.D. #**. Also on the three way call was Joy (billing supervisor for Landline Dept) who made all adjustments of my phone bill and told me that they were waiving fees that amounted to $431.66 and left the balance of $197.56 which I was to pay. I did not randomly pick this figure myself. My understanding prior was that I had unlimited texting and nights and weekends. I received a bill this month a few days ago showing I now owe $346.47. Those fees were never waived from the previous month in August for the over charges on the conference call arranged by supervisor Nathan and Joy to be waived.

I have made my payment of $197.56 and will make my payment of the $168.40. With all due respect, I want to be off of your contract as I am very dissatisfied. I mentioned the times I was placed on hold took away time from work and the times hung up on caused me to have headaches and raise my blood pressure. I look forward to hearing from someone. I don't have a home phone because of your wonderful package deal, which at one time I did and was very happy, I only have so many minutes, not promised with unlimited texting. I would like a deal like the one I originally had, one that your rep promised would outdo what I had and be a much better deal saving me money. That was so untrue. I, as a customer should not be treated in this manner at all. Consequences are no home services, limited use of cell, unwanted stations and outrageous bill, which has put me in a financial rut when promised a really good deal that would save money.

This is in 2006-2009 in Davis, CA. When I first signed up, I had cell phone, internet & home phone on the same bill. That was a nightmare. If I called about one, they said I called the wrong AT&T & would give me another number to call. It was never clear which one to call for my problem. I would literally be on the phone for at least an hour each time I called. During that initial set up phase, I spent four (literally four) hours on the phone with tech support. They kept telling me that if they sent a tech guy out to my apt and it was a problem with my computer and not with their line, they would charge me $100 for the visit. Each person they transferred me to would do the same exact troubleshooting steps and would insist that I do them before they helped me further. When the tech support guy arrived, he told me that they had given me the wrong log in information.

Four hours+ I had to wait for the tech support guy who was scheduled to show up within a 4 or 5 hour time window.This past Dec, I called to cancel my DSL because they wanted to charge me $100 for a new DSL modem, even though I had been a customer for 3 years. They convinced me to stay for a cheaper rate plus free modem, but I was incorrectly billed the $100 for the modem anyway! I called back 4 months in a row and each time the customer service agent assured me that it had been taken off my bill. Seriously? These calls were more in the 30-40 minute range, admittedly under the one hour or more that I am used to.

Then I moved to Florida. Oh yay, I get to set up new service again. I got DSL only (no home phone, no cell phone) because Comcast is 3 times the price of AT&T. I might just go that route now. For the first 2 weeks, the service was so slow (slower than dial up) that I could not use it. I called to cancel it and switch to Comcast, and they convinced me that the speed I subscribed to should not be that slow, so I agreed to talk to tech support. Two hours later, I asked if he could call me back because I needed to get to the post office before it closed. He finally did call me back and wanted to troubleshoot more. I said no and asked for the tech guy to come by instead. The guy came 2 days later and fixed the problem, so finally I have usable service but that's not all. When I signed up, they wanted to charge me for a modem. I said I didn't want the modem because I had an new AT&T modem. The guy said that due to an error in the system, it would not let me sign up for this plan without purchasing the modem but that I could return it to them for a full refund. I did this but had to pay the $10 shipping at UPS to do so.

I called back today to see why the charge was still on my account. First of all, the billing phone number is not on the bill. So last week, I used the online form to send an email. No one replied, so I called back today. That's when I spent over an hour on the phone. The first number I called had an annoying automated voice menu that finally sent me to "Internet billing." I was automatically transferred to a recording that said the office would be closed for labor day and "goodbye", it hung up on me.

Then I tried the online chat. I went through the menus, selected DSL billing help, then chat. The guy on the chat line said he/she could not help me & I had to call billing. The billing number was a different toll free number, so I called it. After waiting online through a few more prompts, the lady who answered and took all my info said she couldn't help me and transferred me again. I went through another series of menus and finally got a "customer retention" person. This lady took all my info again, listened to my story again, told me I would be refunded for the modem but would not be refunded for the 2 weeks that the DSL didn't work because I had "usage" recorded on the account.

This was when I was trying to use it but it didn't work. Keep in mind that this is a matter of a $10 refund, and I paid another $10 for their mistake when I had to send the modem back through UPS. Then when she asked what I wanted besides the refund for the modem, we were disconnected. She was audibly irritated with me (I swear I was trying to be patient and tried to be as nice as possible under the circumstances. I don't blame her, I blame AT&T). Either way ,I am pretty sure that she intentionally hung up on me.

What can we do about this? In my experience the different billing departments keep passing the buck. Spending hours on the phone with customer service is ridiculous.

After I explained the situation further, stating that I had installed the service on Monday and was not able to access the old account, the agent informed me that I could not have registered the new account (No. **). Upon further research, she stated that somehow that account was registered (issue two). I know it was registered because I completed it myself. I then was trying to clarify what to do because I lost my voice phone service and regular DSL service and should not have DSL direct express service per the agent because the technician did not gain entry to my house. The agent stated that we would have to wait and see what happens on Friday.

This is not a statement that should be made to a customer. On a Wednesday, do not tell a customer that you do not know what has happened and you do not know what will happen until two days later (issue three). I stated that on Friday I would not be available because of my work schedule, the agent did not know what would happen, and by the time I found out, I would be unable to reach customer support Friday night, Saturday, or Sunday as there are not support hours on those days (issue four). The agent informed me that the technician tried to call me but was unable to reach me. I was home on Monday, the day in question.

In fact, I remember my dog barking like crazy at one point and I could not determine why. It is possible the technician was here then as shortly after I received an automated call from AT&T to confirm my direct express service was functioning. I was unable to answer that phone call, the only time my phone rang all day, because I was on my cell phone with Billie from technical support who was trying to resolve an issue with me. Also, no one knocked on my door or left a note that they had attempted to contact me on Monday the 13th. This is when I learned that a technician was planning to come to my house on Friday to gain entry to check the bandwidth of the direct express. There was no indication anyone attempted to contact me and had I not called AT&T to inquire about double billing, I would not have known I was supposed to be home on Friday (issue five).

I requested to speak with a manager or supervisor and was told they were unavailable. I asked for a voicemail or email and was placed on hold. A second person was added to the conversation and her opening remark was, “You claim you are using the new account.” (Issue six). Yes, I did but that was not the reason I was calling. By this point, the phone call was no longer about double billing. I wanted customer service, respect, and my service to be restored and working. The agent told me she would disconnect my direct express service for my benefit so that I could have telephone and my original DSL service restored on Sunday (issue seven).

That would leave me without Internet access for four days! I am a teacher and a student and a registered nurse. I need Internet access to grade my students, submit assignments, and research information to keep my patients safe. Having four days without Internet access is unacceptable. This is especially unacceptable because all of these problems are no fault of my own; they are AT&T’s. After speaking with a representative about possibly speeding up the re-installation of the service AT&T disconnected, since this was AT&T’s mistake, I learned I could only be placed ahead of the line if I were elderly or had a medical problem (issue eight). I assure you, my blood pressure was elevated during my extensive conversation with AT&T agents and the impending stroke would be a medical issue.

I have decided that I will switch my cell phone provider and DSL provider due to the complete lack of respect and service afforded me in this 2 hour 2 minute and 20 second phone call. I was placed on hold for lengthy periods of time up to over 20 minutes at one point. This was all on my cell phone because my land line phone had been disconnected on Monday. This means I will likely have overages this month on my wireless bill. Furthermore, I expect I will receive credits for the days I have not had landline service (one week by the time it is reinstalled). I have already purchased a new cell phone plan. By canceling my AT&T wireless contract early, I will be charged $125. I will be charged more money due to the above issues and the incompetence of the staff with whom I spoke. Fortunately, for AT&T, you have the monopoly on phone service in my area. I will have to keep landline service until I move in a few months. However, I will be canceling DSL once my new provider has initiated service. Likewise, when I receive my new cell phone coverage this week, I will be canceling AT&T wireless.

I have posted on Facebook, Twitter, and emailed several already about my terrible experience. I will continue to speak about my two hour conversation where I was disrespected, basically called a liar, and then even further inconvenienced to get service the way it should have been on Monday. I am disgusted, furious, and disappointed in this experience. I invite you to listen to the recorded conversation and hear for yourself how I was treated.

On September 18, all services were cancelled by AT&T at my address. Upon calling, I learned that there was a cancel order in from the initial order I placed, but no one had picked up on this. I was informed a new order would have to be placed for DSL service and the earliest it could be installed would be midweek next week. I then stated that I would cancel my service. Customer service offered to reimburse me the money for the days without proper service if I did not cancel. I believe that refunding me money would be the correct thing to do. I was given the choice to cancel or receive a refund. I have cancelled DSL and cellular service with AT&T as of this evening.

We made an appointment for June 30 and the technician came out and did the wiring. Just before he left I became concerned about my alarm system and I said to him, "Let me call my alarm company which is Ackerman to see if everything would be okay". I was told by the Ackerman representative that they were not compatible with Uverse and there would be no signal coming through to them if there was a break-in/or a problem at my house. The representative spoke to the technician (John by name) and then he said to me, "I will just go outside and port it back over to analog and you'll be fine".

From the moment he left my house that day I was without a dial tone in all my phones for 10 days. In total I spoke to about 15 people before I was able to get my telephone service back on. I had death in my family and I had to use my cell phone to stay communicated to my family members from all over US including Jamaica West Indies. That cell phone bill came to over $400 all because I didn't have the use of my house phone.

Everybody I spoke to advise me that the bill would be adjusted and I must wait for a new bill and they would adjust it to compensate me for the inconvenience. I was not told that I would have a new account because of Uverse and I wasn't informed that I would be billed separately for Internet and telephone. Not only that, but whatever the technician did when he hooked up the cable to my TV it affected my DVR player and I can't use it anymore. I called about that and to this date I have not received compensation for that either.

This ordeal have caused me to go to the doctor twice because I have constant migraine headache from the undue stress that I have endured. AT&T also sent my name to collection company for past due payment that I should have been credited for because of the inconvenience they caused me. I am stressed out over this to the point I can hardly sleep at night and the headache does not go away because I am looking at a total bill of over $500.

I need to be credited for the entire amount to compensate for the the traumatic ordeal that they have put me through. I hope you can assist me in resolving this issue because I have had this service for the past 15 years and I have never had such an experience.

I still pay $25 a month for their DSL service with no refunds for inconvenience and down time I experience. I have had to wait two to three days to get a new modem and then set up a tech for connecting it and pay the tech. It is $100 to $250 for tech fees and then, of course, I have doctors upset with me about not getting their typing as quickly which could potentially cause me to lose work.

The deal was she gave me the DSL upgrade with a phone service. Aa phone service for 13.00 and she said for the DSL upgrade it is 5.00 more from 19.95 to $24.00. I called AT&T on 8/17/2010. When I called that next day 8/17/2010 to cancel DSL upgrade to get back to light for $19.95. I told them I want to return to DSL for 19.95 and to please disconnect the phone line and she said that the computer is down and that I need to call on the following day which would be on August 18, 2010.

I was told then that they had a problem, that the service person who changed the service, failed to upgrade to $34.00. Then they said that they would charge me for 8/16/2010 to 8/18/2010, and that they would return the service to $19.95. I spoke to the AT&T on 9/13/2010 to ask if they had straightened out the Monthly statement.

The customer service person told me that the service was now $29.95 and that they had to charge me, since in July 1, 2010 they had changed the fee for the DSL lights to that amount. The salesgirl who was handling my account on 8/16/2010 changed my account status so as a person who had their account status changed, now have to accept the new charge of $29.95 since it is the new amount for DSL. I asked to file a complaint and the service person did not have a supervisor to take the complaint. I had been on the phone with the customer service for 40 minutes waiting for a supervisor.

Notice, it does take long for them to disconnect or want their money for a bill. So these thieves have been charging me double and are still doing it. Well, now I know why my computer is taking so long, because it’s trying to decide to use dial-up or DSL. My programs have stopped working so I've had to pay someone good money to service it. Half the time, I cannot get online because of the 2 services. So I went to FCC on them and I am not done. I am really mad and just ** because I have been a loyal customer for over 21 years and this is the best they can do.

In August, I noticed the $0.75 charges. I called and inquired, and I was told that the I would see a credit on my next bill, this did not happen. Instead, I was charged again and I called today, 9/7/10, and spoke to Kimberly who was not very helpful. She stated that I should have resolved the issue months ago if I really wanted a refund. Also, she let me know that the discount I should be receiving, for 12 months for DSL, did not begin until July and it should have begun no later than March when I called and inquired about not seeing the discount on my account. I want the $7.50 x 4 discounted to my account. I think I have been treated poorly enough, especially if you listen to Kimberly's nice/nasty phone call with me. In her opinion, I messed up and needed to suffer the consequences even though I have been calling within a 60-day period and getting nowhere.

I just get a promise a manager will call me back which, of course, is at their convenience and I may not even be available at the time they call. How can I resolve anything?