AT&T Internet Reviews

I called AT&T and they confirmed that it was supposed to be delivered that day, but for reasons unknown it was not. They would be happy to re-schedule delivery for next Thursday, the earliest available date. At that point, I was no longer interested, having contacted another internet provider, and requested cancellation of services, which was done, after much waiting on the phone.

Eventually, I received the DSL kit, but by then I already had Internet service from the other provider, so I contacted AT&T to arrange for equipment return. Meanwhile, I received a "final bill" from AT&T, charging me $73.10. I contacted AT&T Customer Service, and although they acknowledged that service was never delivered, they said the charges were valid and offered me a "payment plan" to pay the bill. I refused and they said there was nothing else they could do.

Before they add late charge fees, and eventually send this bill to a collection agency, I would like your assistance in disputing, and terminating, these charges. Trying to avoid late charge fees and the bill being sent to a collection agency.

On Saturday, August 28, I tried to set the connection up, but still no DSL light on the modem. I bought new phone line and a new phone jack and installed them, still no DSL light on the modem. That same day, I got a packet in the mail that said the DSL had been activated as of August 26, but I still couldn't get it to work, so I made plans to have someone come look at it for me the next day. At 9:44 p.m. on August 28, I got email that said DSL was connected as of that time and DSL was now active at my house. On Sunday, August 29, I again attempted to set up the connection with no success. My son went outside to the phone box and plugged a telephone in the test jack and got no signal at all.

I called AT&T and talked to agent or something like that, and reported that although I had gotten email and mail correspondence "confirming" that my DSL was active, there was no connection. After spending 20 minutes on the phone while a "line test" was done, I was told that "there was no connection." An appointment was made for a technician to come out, and I was told that he would be out after I got home from work at 6:30 on Monday, August 30. I canceled plans and waited for the tech, who never showed up.

Today, August 31, I called AT&T again, and talked to agent. This time, I was told that the original appointment had been made for Friday, September 3, between 5:00 and 8:00 p.m., and not for August 30. I told her that I would not be home on Friday night and that I would be home Thursday after 6:30, or Saturday morning. After 5 minutes of waiting for her to "check" to see if she could make a tech appointment for Saturday morning, I told her never mind, don't make the appointment, and don't bill me.

This attempt for AT&T internet service has just been a huge waste of my time. No service, no customer service, no communication at all except when I call AT&T. If it's this much trouble just trying to get a connection in the first place, I can only imagine how the service would be if I had gone through with it.

I started with another promotional service called U-verse with AT&T for $24.95, but had to upgrade the landline to all the perks, call waiting, answer service, etc. for $35 per month. I was told because of the inconvenience this year (ongoing), that they would wave the $149 modem charge. They never said there was installation charge. The $149 was the installation charge. I received a bill on 8/20/2010 for $207. My monthly bill was never to exceed $65. I was told it would not. I received a credit for $50.68 for the month of July, also for inconvenience of services not received as mention.

Please help me. I cannot afford the $207 they are demanding. Also, they said I could set up a monthly payment plan for monies owed? Last year I was paying $6.95 for Internet services, now the amount is totally out of control. Thank you in advance for reading this.

I had to call FPL on the 13th as I did not have AT&T's number; they told me that I would not be able to get a hold of them until Monday because they had closed for the day and were not open on the weekend. On Monday, the 16th, I called first thing in the morning and informed them of the situation and made sure to get their number. First, I was told that they had only set up a shipment for the install kit and not the modem, some type of difference in the shipment number. I was assured that they would take care of the situation and mail everything out for next day delivery. The 17th came and went and still no package.

After I returned from school, I called AT&T and they informed me that they attempted to deliver the package but were unable to deliver it and that UPS had my package. They gave me a tracking number and the phone number for UPS so I could call and get information as to where my package was so that I could call and pick it up. I called the number they gave me and it was a outsourced delivering facility not even a UPS facility and would not be able to give me information as to my package. I looked up the number online for UPS, called and they told me that the local UPS facility had my package and were sending it back to the sender. I asked if I could stop by the facility to pick it up, they said no because it was already en route back to sender and more importantly, it had the wrong name on the package.

I called AT&T and told them the situation and they admitted that somehow it had the name of Carlos Ponce on the account. How this happened and more importantly how they couldn't notice this before and fix it one of the 6 times I called is beyond me. They finally fixed this problem, at this time I was very angry and told them that this was ridiculous and if they thought that I was going to pay a full bill they were delirious. The lady I was dealing with at the time issued me a 2 week credit and apologized for all the problems. She supposedly fixed all the problems and said that everything would be mailed out for the next day but as it was so late in the day it might not get there next day which would have been the 18th and possibly the 19th at the latest!

Well the 18th passed with no package, I'm angry but it's understandable. The 19th came and still no package. I called ATT steaming! The first rep. that I spoke with, I said that I did not want to talk with anymore reps. I only wanted to talk with a supervisor/manager. After waiting about 7 minutes, a member of the management team finally answered and said that he understood I wanted to speak to a member of the management team and that he was here to help me. I told him the entire situation I have explained above and said that I wanted him to take care of the situation and that I did not want to be transferred anymore, that he was to deal with the situation at all cost. I say that I did not want to be transferred anymore because I timed all of my calls made to AT&T; when I began calling on the 12th I had used 90 minutes of my cell phone minutes. By the 19th, the final day of my ordeal, I had used 396 minutes.

I do not use my cell phone, The only time I use my phone is to talk with my girlfriend and brother and they are both free minutes that are not counted on my bill. All these minutes were from contacting AT&T and their non-efforts to deal with my situation. The management member I was speaking about said that he was sorry this situation had happened to me and that he would have to transfer me once again to order me new supplies and get everything solved. I blew up finally. After speaking my mind, I asked him if he could cancel my account, he said yes, so I told him to cancel everything! While I was on the phone as well, I asked if I could be transferred to take a survey, I was informed that it would be emailed to me, I never received it.

Obviously, this was more than a week ago. I purposely gave myself time to calm down and see if I was angry for a valid reason and see if I really wanted to report them. After thinking about it, my mind has not changed and this is valid in my mind. I have never thought of AT&T as a good company and have always heard of horrible rumors as to their horrible customer service. This only puts the icing on the cake as to the rumors, I will for sure never use AT&T for anything in the future. On another note, I contacted Comcast on the 19th to get internet service and had it within 2 hours and have not had a problem since.

Our records do not have any request for your wireless service to be cancelled." Then they told me that I would have to call customer service again to cancel my service. How do I know that they won't simply lie to me again and continue billing me? I believe they don't allow online cancellation because this would give the customer a record of the cancellation. This allows them to claim that the service was never canceled and continue billing. I am so angry about this and I don't know what to do about it. Even writing a letter to them is expensive from overseas and I feel that this is their mistake and shouldn't have to keep canceling a service that I have not been using and was led to believe had been canceled.

I see on the internet that they offer the same service for $19.95. I called their support service, which put in touch with an escalated support person, who told me that it needed to be escalated to a specialist support person. But first, I would have to wait for an automated call to begin. I received that call the same afternoon. It hung up on me after making a selection to speak with the specialist, which was advised by the previous support person.

I have never had such horrible service in my 43 years of life. I have now signed up with Time Warner RoadRunner Internet for less money. The technician was onsite at 8:15am. My new internet service was up and running within 25 minutes. My speed tests results are amazing: 20mbps down & 1mbps up. With a new router attached my WiFi devices are getting 16mbps. I should have fired AT&T last year.

The Comcast technician was at my apartment from 12.30 to 3:00 on 8/14 trying to get this resolved. I contacted AT&T to arrange to have their equipment picked up and I was told that I would have to return it myself via UPS. I am 69 years old and disabled. I am not able to carry a bag of groceries, let alone 3 pieces of equipment. I work 5 days a week so I requested that they have someone pick the equipment up on a Saturday. Again, they said I would have to arrange for the return. I called the Illinois Commerce Commission and they said that they could not help me but gave me the number of the AT&T Executive Office and I talked to Roger **, 1-800-592-5386. He did not return my call so on 8/16 I called him again and he said they had no record of me calling to cancel my service. I call AT&T on 8/9, again on 8/11, and again on 8/13. Mr. ** said he would have to cancel my service on AT&T because it still showed as me having service.

When I cancelled my service with Comcast, they came and picked up the equipment and gave me a receipt showing proof of return. AT&T has technicians going out on Saturdays and even Sundays, so why can't one of them stop and pick up their equipment like Comcast does for their customers? Comcast had installations all day Saturday and they were all returning to Comcast from AT&T.

What recourse do I have? I live in an apartment and cannot leave equipment in the lobby and i cannot take off from work to wait for UPS. The main thing is that equipment is bulky and too much for me to try and carry. Please advise.

On July 9, 2010, I placed an order for two new business phone lines. A tech was dispatched to my home to set up my two new lines on July 12. He did his job, but, another tech was sent out on July 21 to add lines to the inside of my house and get my service up and running. While he was here, he asked if I would be keeping my home fax. I said that I would not need that line but my DSL ran on that line. He had me cancel the phone number and my DSL service (he used the existing line for the new fax line) and told me that when he had completed his job I needed to call AT&T and have my DSL service moved to the new fax line (that he had just installed.)

I set up an appointment to have my new DSL connected on July 23, 2010. The tech said that there was a problem but that his boss (John ***, ***) would make sure that my service was up and running by 8pm. It was not. I spoke to John on the phone and was told that my DSL service would be up and running by the time I woke up Saturday morning. It was not. I left on vacation for a week and came home to no internet service. On August 4th a tech was to be dispatched to "fix the problem" and get my line up and running.

On August 4th, I called AT&T to check on the status of my order and to see where the tech was. I was told that I had received a phone message that there was a problem with getting the DSL service that I had ordered. (The message was left with XXX-XXX-8655, that is not my phone number. I did not receive the message. How ironic that AT&T, my phone service provider, can't get the number correct). AT&T said that they would send a tech out on August 5th. The tech came out. He noted that I did have DSL on my line but, that it was running terribly slow. He checked my order and said that the order was for the lowest package that you offered. I know that I ordered the fastest DSL package that AT&T offered as it was important to my business. While the tech was working on my line, I called AT&T and upgraded to the "ELITE" package (I was told that the "ELITE" DSL would be up and running by close of business on August 9th.)

After more than 3 hours of working the tech came back to my house and said that AT&T could not provide me with the DSL that I had ordered. The tech said that he was told by his boss (Paul **) that they are upgrading the DSL lines and that they are not setting up any new service in the area! Even though I had been an AT&T DSL customer I would not be able to have my level of service back. Apparently, when I cancelled the DSL service on my home fax line I lost the ability to have a usable and dependable AT&T DSL line in my home.

Although I had a usable and dependable DSL line for the past 3 or so years, provided by AT&T, cancelling my phone line left me out in the cold. No one at AT&T informed me that I was grandfathered in and that had I not cancelled my line. I would still have my AT&T DSL service. Basically, AT&T has refused to service my family and business.

On August 6th, after many phone calls to AT&T, I was told that I could get AT&T DSL on my home phone line as the customer service rep felt the problem was with the fact that it was a business line. Yeah! I ordered the "ELITE" package. The customer service rep set everything up (and even said that she would provide me with an AT&T Visa Gift Card for all of my trouble.) She tried to expedite the installation, but couldn't. I had an appointment for a tech to come out on August 9th. By mid afternoon on August 9th, I was having that familiar feeling, no tech had called. Might there be a problem? I called AT&T. The service was cancelled! Why, I asked? AT&T could not provide me with the "ELITE" package. Might I like the "PRO" package? I would need to place another new order and wait another 3 days to have it installed. An order was placed.

Again, this order was cancelled. I called AT&T. I was told that the orders were written up incorrectly and that I would have to call back and have a new order written. When I called back, I was to tell the rep that I needed to have them place my order NOT with the central office but with the remote terminal. I did this! The tech is set to come out on August 13, 2010. Because I have been stuck at home for days, waiting for the AT&T tech, I have done some investigating and formed some opinions.

First, although I do have an order to have a tech visit my home to provide me with DSL, I believe that the service will, again, not be usable and dependable. The DSL that is running on my fax line is supposed to be running at a rate of 3.0 to 6.1 Mbps but is instead running at a rate of 0.20 Mpbs. Will it be any different when the DSL is installed on my home phone line? No one at AT&T can answer this question for me. I feel that I now have enough knowledge to answer the question -- NO! Clearly, this is not acceptable.

Secondly, my family and my business have suffered greatly because of the fact that I have not had usable and dependable DSL service for over a month, even though I have been promised by EVERY AT&T customer service rep that AT&T "knows that I have a choice in the product that I purchase and that they will solve my problem and provide me with excellent service. " That is, of course, unless they won't.

Thirdly, AT&T employs very nice, polite people to man their phones. Unfortunately, they only "take orders" -- once the "order leaves their desk" they have "no control over what happens to it or if it actually gets processed" and they are "very sorry for my troubles" -- and that I should be aware that "orders can be cancelled at any time" -- they are also, always willing to transfer me to someone who can better help me (but, they never stay on the line, leaving me to explain my story to 5 different people) and I have yet to really be helped -- I still have no usable DSL service.

Lastly, thank you AT&T for the invaluable knowledge that I have gained into my computer, DSL service and the internet. I have used my new found skills to come to the conclusion that I need to go elsewhere and seek out new internet service as AT&T refuses to provide my family and business this service.

After a couple of days, I called AT&T and asked how I will pay my remaining bill balance from my previous account. With this call I made, I found out that the DSL account is still under my name, and my tenant's Social Security number! This was wrongfully done, and I tried so many times to fix this with my tenant and AT&T agents using three-way phone calls, but we were bounced back and forth to billing, DSL, and customer service departments, and nothing has been corrected. No one has done anything to correct the mistake AT&T has done.

To this day, I still have my name on my tenant's Social Security number. The AT&T agents and supervisors also have lied to me that they cannot give their ID numbers or anything that will associate with their first name to track the calls and conversations I/we had with them. I was told that they can only give out their first names, to which I strongly disagreed with all of these supervisors and agents I spoke with. Obviously, AT&T supervisors and agents were protecting themselves if they get complaints about this issue that was wrongfully done, and that their supervisors and agents only show they do not know what they are doing!

Another issue I am struggling with AT&T is how to pay my last balance with my previous account. Different agents in the billing department told me that my last bill balance will be transferred over to my tenant's account since she took over the phone number that corresponds to my previous account with AT&T. AT&T billing also told my tenant the same thing, that she will end up paying my last bill balance. Me and my tenant agreed that I will pay her the remaining balance after she had paid it.

Another side of the story is when I got a paper bill in the mail and will be due in three days (which is August 14, 2010). I called AT&T billing in different days and spoke to four different AT&T agents, including Ms. **, and told them what was going on about the billing issue. I was instructed to send payments by mail. That contraindicates the information that was given to my tenant, that she will eventually pay for my last bill. I do not know who I will believe anymore because all AT&T employees I/we have dealt with had different information and instructions. If I will follow the agents' instructions, I will end up paying twice for my last bill because my tenant will pay, for which eventually I will have to pay her back, besides the payment I will send through the mail. All these AT&T agents and supervisors from Florida are very incompetent, and are liars. No one knows how to fix these simple problems.

I have asked all the supervisors and agents to provide me someone with a higher position in the management department who can deal with these problems, but they all declined my request. I am tired, very frustrated, angry, and unhappy with the responses of AT&T employees. I would like to take this complaint to a higher level to fix my identity and all these issues I am dealing with. I believe I had been very much aggravated and affected emotionally, and I have wasted so much time and effort with the phone calls and conversations I have done with AT&T to try to fix all these issues.

What I would like to happen is for the AT&T company to clear my name, remove my name with my tenant's Social Security number, and send me a letter saying that these issues had been resolved, and how the issues had been resolved. That way, I will have documentation or proof that I did not do anything wrong to have these issues happen, and that I did my best to correct it. In the event that these issues will not be fixed ASAP, with my name affixed to my tenant's Social Security number - which has bad credit history - I most likely will end up with bad credit reviews. I am afraid that this will affect me in a later time and that I may even be accused of using my tenant's Social Security number and be accused of identity theft.

Once I finally had service, a second test showed that while I could download at nearly 5 Mbps, the upload speeds were half of advertised speeds at best. Many more calls later and AT&T is doing nothing to correct the situation. Work files can't be uploaded in reasonable times. Interruptions in service mean, I can't work from home at all. I can't share family videos with my parents, one of whom has cancer and can't travel to visit. My local web server is not able to serve web pages or stream video without interruptions.

I was charged twice for receiver fees. I have $135.00 on prorated charges that I don't understand and the surcharges. This bill is for one month. I can send a copy of this bill. AT&T Billing is also very hard to understand for the consumer. And for a one-income family to pay this, is ridiculous. Please help.

I never got it so I ask for a copy of the check. She called 2 weeks later and says that they sent her a copy of the check, but it had the wrong name and address. She said that she would have a new check sent to the correct name and address. It's now 8/3/2010, Lisa ** called today and she is still working on getting my refund. This is 3 months after I paid the $450 and 2 months since they said it was mailed. Lisa said that she will get it straightened out but can't tell me when.

First, they cut off our auto pay and weeks later I received a call from a representative stating that our account was delinquent and we owe $179+ so I called and tried to make a payment and explanations but the representative could not take the payment so he suggested I go to the main store to resolve my problem. Now I go to the store and explained to an agent what happened and since they couldn't take the payment, they suggested to cancel combine billing and just go with separate bills.

I figured that my problems were over. But today, there is a letter stating if I have forgotten to make payments. Past due amount was $483.14 and I have a total balance of $695.36. I am rattled by the amount we owe when all this time, I thought I've been paying for our bill. Their website is www.uversea.att.com and it shows how much I pay and it stated that I paid for the bill. Please help.

I called the technical department again. They could not do anything and said that I needed another technician to come out.

At this point, I felt this was getting ridiculous. I told her I needed them to go out of their way to get me a technician at a specific time, which was 8:00 am the next morning. I felt I was waiting on them enough. She confirmed this was going to happen. It is now 1:43 in the afternoon and no contact from AT&T or anyone for that matter.

My internet is working, but there is an underlying issue that needs to get fixed. Everyday there is sporadic connectivity or nothing at all at times. Yet, they are only concerned that if it working, it's fixed. But the same issues continue to happen. I am currently still waiting for someone from AT&T to contact me for their scheduled visit.

I spoke with the representative named Blake with AT&T wireless. I told him what happened and he told me that he's more than happy to assist. By looking into my account, I had a past-due amount that was supposed to be paid before July 4th. Right then, I explained to Blake that I already made a payment not too long ago, as the matter of fact was it was on July 2nd for the amount of $275.00. My new balance is not due until August 4th, but we're still in the month of July, here. He went over my account again and told me that the AT&T Landline Department had placed the suspension, for a non-payment of $219.00. Where did they come up with that invisible $219 coming from? Yes, I called it invisible. I never received any notice by mail nor email. That's my term of it, it's like when I'd made that payment of $275.00, it all went to AT&T-wireless.

But how would I know when I'd made a payment online, and knows whom or which side it went to. Either the wireless or the landline? So, after speaking to Blake for good 65 minutes, I was transferred to Carol, and she sounds like she's still asleep in her sleeps. But, I did gave Carol a chance to go over my account. She told me the same thing, that I have to discuss the matter to AT&T landline. After trying to communicate with Carol for 75 minutes, I asked her to transferred me to the supervisor. I wasn't sure what she was trying to explain to me, after I'd let her finished with her ends, she told that I have been going over my minutes, since November of 2009.

What? She insist and explains to me that by looking at my account, I have been going over my minutes since November of last year! I asked Carol, how come when there's time, when I'd have the chance or moment to logged on-line to check my account, it always shows that I have over 2000 minutes of rollover, that's important that I have to use it before it expires. As a matter of fact, it always showed also in the statement and until now, how can I be over of my usage of minutes, knowing and seeing my rollover minutes, and not to mentioned that I'd been over my minutes since last year.

I have to ask Carol to transfer me to her supervisor. She did, and now I got Rebecca. She's the Manager of the Customers Department. It's funny when you asked for the supervisor, they 100% sure to transfer you to the supervisor. Instead the manager, where I worked at, we do have the supervisor and manager. Anyhow, when I asked to speak to the supervisor, instead you get the nanager, oh well!

I spoke with the manager and she went over my account again, and also I have to remind her that I'd been on the phone for one and a half hours. She went over my account and told me that I was being charges for two different plans. That's what it showed from my ends. One plan I is paying for 700 minutes and the other plan I is under the family planning, as of June of 2010. I am very speechless at this moment. I don't know what else to say to Rebecca, but she insists of fixing the matter right away for me and have it square away in a just few minutes. I told her that I have been on the phone now just to have this suspended matter solved, instead I have all of this glitches of charges on my account!

She fixed all of the errors and again, she offer a discounted rated, but she cannot have my wireless back on until I paid off the $219, plus for the restoral fee of $35. I don't even want to asked her if it's $35 for each line. I left it like that, now in order for her to go ahead and have my service back on, I have to pay the $219. She had transferred me to the AT&T line land billing department, and I was on hold 35 minutes and got disconnected by their end. I had to stop and think about this whole matter, and it's been very stressful and depressing. Now, I know my ill parent are worrying of me, my brothers and sisters are worrying of me!

As of the same day, it's in the late evening now, I'd decided to contact the AT&T wireless again. Now I got Andrew on the line, and he went over my account, and asked me what kind of assistance he might assist me with. I told what happened earlier from the late morning to the afternoon and I'm trying to get this matter solved. I gave him all of the information, and he told me that I have an outstanding amount of $209, and suggested me to contact the AT&T line in the morning, since their department now are closed. Okay, now I have a different amount from $219 to $209. After that, I have to tell him a little bit of the scenario of what I have been going through. He told me by looking at my account that I did call earlier in the day, and the manager had made an adjustment to my account. He insisted that there's nothing that he'll be able to assist me with and that I have to wait until the next day to contact the landline department.

On July 25th 2010 (Saturday), I contacted the AT&T landline and spoke with Mona. She gave me a different amount of $209.92 just to be exact and I'd gave her my same scenario and she suggested that I need to call and speak to the supervisor because it showed that I'd called in on July 14th, and went over my account with the representative from the landline named Blanca. That's the representative at fault because she didn't warn me or mention my balance due before any interruption with my service.

She transferred me and now I got again the manager named is Anna. She told me that she, as a customer, is responsible for making her payment. I explained slowly and clearly that this matter shouldn't happened in the first place. I spoke with the representative from their department about my balance, and also clearly explained to me that my new balance will not due until August 4th 2010 and also removes some features from my account to help save me some money.

Anna said that she cannot do anything until my balance is paid in full. She apologized that it's the representative who should explain to me about the balance. I told Anna, that it's the representative's fault and asked if there is any way I can make an arrangement to pay at least half of balance and at least have my service back on. She said, "no" that won't happen. I have to pay the full amount in order to have the service back on.

They also told me that the Wireless company took all of the balance toward their account, it shows that my wireless account shows $0 balance. The wireless has no control, either they got their money in half or in full.

My ill parent was so worried of me. My friends and families suggested to cancel with AT&T and go to Verizon. My ill parent was very happy to see me to be alive and to back home safe from out-of-town. It's been a depressing matter, and it's going to be continued on while I'm still with AT&T. I wish that I could go ahead and cancel my contract without any penalty and take my service to a better company.

So they opened a remedy ticket that was supposed to be resolved in "24 to 72" hours and they would call back. A week later we had nothing still. Called back talked to a supervisor and they claimed they would call us back in 24 hours, 3 days later nothing!

Called back and they had found that someone had started the process to give us a new phone number but didn't complete the transaction, so there was an error for two phone numbers on one account, 2 days later it was 'fixed' and we would be receiving our DSL items in 2-3 days.

A week later, still nothing, had to call AT&T again, and literally had to start all over, account error was still there. Fast forward two weeks and 4 more phone calls, later we get the DSL modem, but they forgot to include the DSL filters! A week later we get the filters, hook up the modem, and guess what, during registration we received an error that our account was invalid.

We were using our existing AT&T account information to register, which we were told would work, again another ticket was opened to remedy the problem, as usual the 24 hour call back was not received, called 2 days later to have a technician tell us we would have to set up our account as if it was new, after being told that we could keep our old AT&T account information.

I informed the rep that the registration screen informed me if I used new AT&T account information, my old information would be lost. A week before AT&T was telling me we could use our old account information, so I was lied to. As I was trying to explain this to the AT&T rep she hung up on me! I called AT&T to disconnect my DSL service totally, and twice was hung up on during the process (sneaky tactic AT&T).

Finally I called and asked immediately to talk to a supervisor. Point of this, AT&T has become large to provide customer service, their call center reps are clueless, and they cannot provide what they promise in the time frame they promise. I called Comcast today and now will be receiving internet and phone through them. I have heard more good than bad about Comcast, and actually talked to someone in my city at a local office to arrange service and hook up. And guess what? Their technician installs the phone and internet service, and will not leave until it is connected!

I was told that I would pay $25.00 for my service and now it’s 5 times more than that. And not only that, my high-speed interned which I originally paid for is now reduced to a slower speed. So congratulations AT&T for becoming the worst customer support provider in the entire field of business. I have never been insulted so much and aggravated over simple internet service. This letter may not mean much to any of you but I will make sure I can get as many people as I can to cancel your service including myself.

In October 2009, a repair technician was sent out, because my service went out again. The repair technician said the AT&T DVR box was bad. He installed a new one and tested this box and stated that it had an electric feedback--a loud humming noise--so he installed a device called an isobar to fix this problem. On June 18, 2010, my service went out again.

A repair technician came to my home on June 19, 2010 to fix this problem, but he could not get my TV, DVD, and home theater system to come back on. The repair technician spoke with a U-verse customer repair technician, and he reported that he heard a sizzling sound coming from the isobar that was installed in October 2009.

The U-verse customer repair technician gave me a property damage claim number. An hour after, the repair technician left, and the service went out again. On June 20, 2010, third day without service, a technician arrived to fix the problem with the service. The service went out again, and a technician was out on June 21, 2010.

Later, an AT&T representative came out to assess the damage to my property and took the Isobar device. Since then, everyday, I have contacted AT&T, the executive office, and Sedgwick Claims. They refused to resolve this matter and have my property fixed or replaced.

I have suffered a near stroke and anguish over this, I cannot ever go with AT&T again.

Today, July 19th 2010, I was turned off for non-payment. The bill was paid two weeks ago, nevertheless, I could not argue with this company one more time so I paid what they said it owed and wanted to charge me $30 per service for reconnection. They waived the reconnection fee if I went on auto bill so I did; this was at approximately 8:30 AM, it is now 9 PM and I remain with no services after three phone calls, and now they are closed for the evening. They said that it could take 24 hours for the services to be reconnected. This is crap. How can they get away with charging a reconnection fee and not return your services with what was being said.

I called another provider and got a great rate and will switch on Wednesday to that service with a two-year guarantee with no contract and my bill was cut in half for the same services. Something needs to be done about companies and the way they treat the customers. I really wish I could do more than mouth off. Uverse sucks for so many reasons and I could do on and on.

That was their decision to disconnect my internet last year, not mine. The price is outrageous and I do not feel that this is a fair pricing to just reconnect what was already there. In my opinion, this price should be reduced by a great deal. If they expect you to pay for their decisions to change their policy, they should at least tell you up front what you are looking at when you receive your bill. I do expect this bill to be adjusted in response to filing this complaint. There was no help at all on the telephone when called concerning this charge. Please contact me as soon as possible so that this matter can be resolved. I am reducing my telephone bill by this amount until this is reconciled.

I called and they said because we got a bundle and a promotion of $38 off a month for 6 months that we could not get the promotion and the reward card. I told them that I was lied to and told I could get both and promised I would indeed get the $125 reward card. I was told , "Sorry you can't". I was lied to in order to get me to sign up. What can be done?

They say, "As a valued customer, we are sending you this email to assist you to avoid possible service interruption and minimize a costly bill. To check your data usage online simply Click here. It is an easy and convenient way to keep track of your usage. (*Important: There are delays in reporting call or data records. It may take up to two to five days for usage on the AT&T wireless network to show up in any voice or data category). Please contact us, so that we may assist you in selecting a plan which meets your needs."

After 2 hours of talking, they recognized that they cannot charge for the overage over 5 gig (their new policy, not in effect at the time of my contract) but they invited me to change to a plan in which I would pay over 5 gig of use. Of course, I rejected such invitation. Apparently, they are planning to just suspend the account and make me pay by fact.

It was not even documented that I was promised help the night before. After threatening cancellation, I was put on hold for 30 minutes. When I had to hang up, no one called back to check on my problem. I called back, and was finally promised a tech would be here between 2 and 4. After 4, he showed up and after an hour and a half, he could not fix my problem. I have to wait for another day.

Since, I have spent numerous calls to agents and spent hours on the phones to get issues resolved and still is an ongoing battle to get my services working properly and billed. Since having this service I have had nothing but problems after problems. Each call I asked to have documented and when I have to call back it is always something other than my request with false information.They speak of clarity and quality of the service and that is a myth within a myth. My picture regardless of if I have it on HD or regular continues to shake with typical wordings on the screen. Never a complete still picture with crystal clear showings. I continue to not have a clear picture and internet wireless issues.

So here I am on my vacation when I receive a call (Monday June 28th) from Ms. Irene E. Wow, this woman was a piece of work. She leaves me a voicemail because of course, I was busy on vacation! It didn't matter to her. Nevertheless, I call her back on Tuesday, June 29th only for her to tell me that she has reviewed my letter and basically proceeded to sell me the bundling package that I initially did not qualify for. Wow, are you surprised? I'm not. I ask her if she was serious. She proceeds to tell me that there was a mistake made when I was told that I didn't qualify for it. I reply to her that I was no longer interested in additional services from AT&T.

The damages had already been done beyond a cross-sale from her. I no longer hesitated to be direct with Ms E. and asking her what her intentions were in calling me. She tells me that she cannot grant me any reimbursement for my loss of wages or any other losses that I had incurred, but can offer me a new Wireless gateway (which she never said was free). In all honesty, this woman's information was an indication that she was lacking sufficient information or background of my account why explained her total ignorance.

Nevertheless, I got real quiet and proceeded to re-explain for the tenth time what had transpired up to the point of my complaint. Basically, that I had already purchased a router and had no need for another, so that offer was a waste of time. Ms E. confirmed that my 704 was still active with AT&T, and I inquired as to why because I was told that the number was deactivated according to the information of one of the customer service reps and was waiting on transfer back to Vonage.

Well, I guess this information was another L wait for it. Wait for it, lie! Nevertheless, several long unsatisfying minutes had surpassed when she advised me that she had to look further into what I had told her, as if. She requested that I contact Vonage again about the status of the line transfer when we were disconnected. Expecting a return call shortly afterward, a day later she calls me back reconfirming the previous unprepared replies as the day before. However she did come up with a new topic for conversation, my DirectTV account. It seems as though she was digging around for something new to talk about. I obliged her by telling her that yes I had requested that my bill be combined with my AT&T DSL bill so that I didn't have to kill more trees, and I understood that under normal circumstances there would be a discount for doing that, but I did not have more than one account with AT&T so I would receive no discount, but I wanted it anyway.

After further non-progressive discussion I told her that discussing my DirectTV account was not an issue for discussion, and I wanted to resolve this dispute. So I asked her again what she was prepared to do. She repeats the 2Wire gateway offer (as if I hadn't told her the day before that I had spent money purchasing one) as a settlement mentioned before. I asked her why she was wasting my time. She replied as if she didn't think it was a waste of time, so I told her that I would be contacting a legal representative and told her good day. Thinking it would be over, she calls me again the next day. Whew, I am so glad I was on vacation otherwise, what would I be doing. She proceeds to repeat records of information about my DirectTV account showing up on my bill, and that I was responsible for that portion of my bill. Bill, bill from where? AT&T? Yes, why is AT&T billing me?

The last representative Ricardo told me that I would have a credit on my account (somewhere around $75-79 dollars) so I should not be receiving any bill. After purging her mouth about DirectTV, I asked her the big question, exactly how much of this bill was from AT&T? Around $182. Excuse me? Yes its true, but she proceeded to tell me that she was going to take care of that bill. I almost choked! I had so many emotions and words going through my body that I had to put the phone down. I wanted to tell her in no uncertain terms that she could kiss my, well, never mind.

Anyway, I don't know what upset me the most, the fact that AT&T was billing me for something or the fact that she was mentally incapable of truly recognizing that what she told me was the last and final straw with me. She told me not to worry because she would be taking care of that portion of the bill as a courtesy. You are truly a delusional individual if you thought I was going to pay that bill anyway, I told her. I asked her what would make her think that she was doing me a favor when I should have a bill for the next 4 months as it was.

The mere mention that I had a bill of this magnitude was an obvious deceitful and dishonest technique to subliminally convince the customer that by creating a charge and then promising to rectify it was their delusional way of reimbursement. I hysterically laughed with a tear running down my face and hung up the phone. Oh by the way, I did speak with Vonage, and they told me that AT&T is not responding to the request for my home phone. It is July 4th 1:05p.m. and I still cannot receive calls to my home. I tried to access my AT&T account to take a look at this bill, but I am conveniently not on file, so I cannot access the bill. I do have internet (it is very slow), but I still do not have my home telephone.

After a lengthy amount of time navigating my way to technical support, I encountered a 15-25 minute wait to speak with a technical support person. Each time, I am told to find the jack and check their filters, unplug wires and bring my laptop from home to test their network. Every time I have tried to do this, I have been disconnected from technical support and have had to start the process over. (They asked for a call back number, I have never had a call back though.)

I have asked repeatedly for a technician to come on site and repair the DSL service and was told this idea is not an option due to cost. (I was told it cost billions to do this.) What has this once reputable company come to? While I am losing money because of their inferior product, I am supposed to save them money by being a do-it-yourself DSL repairman? Is this not what we pay for every month? Three days from the last call and AT&T is sending me a new modem. I was told to bring my laptop from home to program it.

I was systemically transferred and cut off! I requested to be switched back to a regular land line phone service because of feedback and echo and no call forwarding. Of course, when I called customer service. I documented 2 hours. of hold (I day) time only to be rerouted to automated response stating customer service closed. My phone service was cut off for 24 hours without notification, awaiting service rep. I have many more complaints, I am a senior citizen on disability and was at the very least mistreated and lied to and could have been put in jeopardy medically by their actions! I am convinced actions are just this side of legal! Does that make this right?

Please investigate this corp. Have they broken the law? I figure not, but should their shady practices go unnoticed? I believe their customer service department is deliberately and intentionally designed to discourage any complaints! How many consumers can spend 45 minutes on hold? I spent 1/2 hours on hold only to be rerouted to a voice recording stating office closed! Has any one there read the book/movie the Rainmaker? This a Classic example! Help me and the rest of the of the poor schmucks trying to get by! I believe the customer reps are separated and I know can't connect with other departments without holding for the same time as I would if I had their number. I believe this a deliberate and deceptive practice. Probably the individual employees believe they are doing the best they can. This goes way up the corporate food chain and deserves investigating! Have you got in you to take them on AT&T? Man or Woman up and do something! Thanks for reading this, please do the right thing.

I work at home so my clients could not reach me. I lost money. They set up a new ticket each time, with no less than 4 different technician who tried for the months of May and June to date to get it right; the phone did not work. Each technician found a different thing wrong, perpetrated by the last one servicing the line, supposedly: 1) wrong address; 2) "Your system can’t be set up that way; you have to have an IOP instead of a VOP"; 3) We have to give you a temporary number. You can't have the one assigned - that requires a whole new ticket"; 4) You need to port over your number - well, why did you not give me the temporary number as my REAL number? It’s another week wait. 5) OK, we gave you a new number - it did not work.

Here comes another technician. "The line was hooked up wrong.” It still did not work; 6) Another technician - the last one ported the phone through your computer instead of the U-Verse box (or some sort of technical language for the same thing). He finally got a dial tone! I have been outsourced, ignored, placed on hold, given one excuse or another why it did not work, and charged $198.00 for service I never had. And I lost many hours of income trying to deal with this, since I had no access to my clients and they could not access me. My husband, who is out of the country, could not call; our cell bill will be astronomical.

Since the installation of AT&T Uverse, we have never had the pleasure of uninterrupted service. We have to re-set the DVR no less than once a week, and the cable modem, no less than once a month. We have had service technicians to our house for repairs no less than once every three months. This is not what I would consider provision of reliable service.

I have been extremely patient to this point. This week pushed me beyond my tolerance. All of my Uverse services began having momentary stalls last week. The TV would freeze as would the internet, and my phone would disconnect. AT&T sent another buffoon, sorry service technician, to resolve the issue. After more than two hours of walking around my house, talking on the phone to another technician on his cell phone and doing little else, he determined that he had solved the problem. He gave us his cell number and said if the problem returned, he would return to correct it. The service lasted all of twenty minutes after he left. He never answered his cell phone and did not reply to our messages.

One hour later, all services were completely inoperative. Once again, we were forced to deal with over-the-phone technicians, this time, in India. Two hours of the same nonsense we have experienced dozens of times before. Reset this, unplug that. When it failed, as it always does, we were informed that no technicians would be available until two days later. What if I needed 911 services during those days? What if my 86-year-old mother needed my help? I had no phone service.

The technician ran a new wire from the box near the road to my house. It is still in my yard unburied. What he didn't do was the same, as all the others had not done--replace DirecTV's internal wires. One day later, service was failing again. I was on hold for an hour before reaching another technician who performed the same script of nonsense I hear every time service fail. When he reset the connection, (surprise) I was disconnected from the call. He did not return my call and continue the service check. This required my being on hold for another hour. I never got through, so I tried using the internet chat tech service. Half way through, the connection was lost again.

Two hours of being on hold and conversing with tier one and tier two technicians led to the determination that I needed a field technician to come out to my home yet again. He was scheduled to arrive between 8:00am and noon today. He never arrived. Is there no one who can force AT&T to prove reliable service?

I called them and after an hour spoke to Joan ** the supervisor. She said they received two modems. She called back and said the other was in transit since 5/20/10. This was ridiculous. This is preying upon the elderly! My client sounds like she is 93. Then not being able to return the modems or speak to a supervisor. The other times I asked to speak to a supervisor I was told that none were available. I'm not sure that the problem is fixed but I hope so. Supposedly, my client is now on the AT&T do not call list. My client who pays for my hourly services was penalized 4 hours at $75.00 per hour.

AT&T referred me to Money Control, a collection agency. I paid the amount of $57.11 but enclosed a letter disputing the amount. I received another collection letter from EOS/CCA dated April 23, 2010 for $162.60. I promptly replied with a letter of dispute, which they answered with the original bill of $194.91 of which I have a copy. Now I am again getting double billed on two separate account numbers by AT&T. I have continued to pay my bill promptly. I have records that show I have paid for wireless services and internet services on time every month. Please help. Thank you.

It took me a year's time of phone calls and complaints, in order to get a new landline for ending this mess. Along my new service, my monthly fee had increased and DSL speed declined.

Contacting Public Service Commission helped in resolving this increase. However, I was referred to you for the DSL speed problem. In the meanwhile, Beth (an AT&T representative) called today wondering about the diminished speed issue. She found out that at the time of my service transfer from Bell South, it was lowered from 3000 MB to 650MB. She said such a change had to have taken place with my own consent. She said my once fast-speed DSL via Bell South was comparable to dial-up now with AT&T(!), which is exactly my own observation.

Nonetheless, this is the AT&T typical business practice in Florida. (They cannot get by with such in California.) I had a long-distance service with them some time ago in Florida, when they increased my by-minute charge from one cent a minute to five, saying that I had requested it. There was no footage of this call recorded for quality purposes, of course! What do you think will serve best for this mastermind foul play? A pattern of corruption of this magnitude!

Today, I spent the entire day trying to hook up and troubleshoot the router/modem. I followed the instructions and ran into problems (didn't work like it was supposed to) and spent the whole day from 8AM to 4PM on the phone with AT&T customer service and technical service getting passed on from one useless person to another. I got hung up on three times. Finally, David (**) said that I needed to have a technician come over to my home to fix the problem. He said that one should come out between 4PM and 8PM, so I spent the whole day and the whole evening at home trying to fix this. I got a call from Cornell (**) at 7:50PM saying nobody would be able to come out tonight. So we rescheduled for tomorrow morning and I now have to spend yet another day at home, not working, waiting to try to get this set up. This makes for yet another lie, another broken promise by AT&T.

AT&T does not care about their customers. I got passed around from one incompetent customer "service" agent to another, providing no real answers, no solutions, just more lies and more broken promises. I asked to speak to a supervisor several times today. I was never granted that request. They said supervisors were unavailable, busy.

The rep. told me that the services I would receive was home phone, unlimited long distance, call ID etc, high speed internet DSL (which I was already in a bundle with those two for 60 dollars a month) cell phone 350 minutes during the week and 5000 on weekends and after 9 pm, and DirecTV all the channels for two years. I currently had Dish and am paying 55 dollars so I thought I'm paying roughly 120 dollars a month and don't have a cell phone so this sounded like a good deal for 130 dollars a month and everything on one bill and in fact, the rep said, "if Direct bills you, don't pay it because it will come on your AT&T bill."

Well, it cost me 75 dollars to set up the DirecTV, then came the first AT&T bill which was 146 dollars and the Direct bill was not on there. So when I opened up the Direct bill, it was 167 dollars. Being very upset, I called AT&T and it was a completely different story. I was told they have nothing to do with Direct and whoever sold me on that plan was wrong and that my first bill was for initial setup and stuff I couldn't understand for and that I needed to call Direct. So, I did and Direct said that yes, they are with AT&T combined billing but not in the state Ky. They don't know why they are not doing it because they are set up for it and that I am being charged 86 dollars a month for DirecTV because I was supposed to send in some coupon and then it went down to 44 dollars or something in that amount, of which AT&T never told me about.

So, my bundle with AT&T cost me over 400 dollars last month and I just received my AT&T bill for this month and it's 136 dollars not counting my TV bill. And, there is no way I can afford or even want to continue to pay this bill too. I'm hoping someone can help me. I can't believe they can get you stuck in these 2 year contracts and every time you call AT&T, you get a different story. If you don't pay the bill, it will kill your credit. They usually win. So, tomorrow I'm going to call and cancel everything that is not tied to that two year contract and will never do business with AT&T again and hope anyone looking at those wonderful ads for bundle and save throws it in the trash where it belongs. Or, your savings will be going to AT&T.

More calls and finally got through on May 24, Technician said he fixed the problems but upon hanging up from him I learned that the same problems still exist. There is no way to contact them after 7 PM. Today, I called and the recording said we are too busy to take any calls. Call back at some other time.

AT&T has the worst service and they lied to me and charged me for 2 months of an account that they had never set up. They told me everything under the sun from my modem was broken to it was Netgear that wouldn't help me. AT&T simply never told me to go to their inside web site and never walked me through the set up. It wasn't in the flier they sent me either. That was two months and about 14 hrs of my time when they could have just helped me and all because they train their customer service people to shut down and not talk to people if they didn't buy the modem from AT&T. I will never ever use their service again and I can't wait until my contract is over!

I chose TWarner, simply because they are the only other internet service provider available to my area. It will cost more, but it has a 30-day guarantee, so if it doesn't work, out it goes and I'll try something else.

AT&T lied. It is that simple. They tell you they have fiber, but it is only fiber to the control box in the neighborhood, and then it's copper to your house. They tell you it's not DSL, but it's VDSL--basically another way to try and milk speeds out of DSL. When there were few Uverse internet users in my neighborhood, internet speeds were acceptable. Those speeds have deteriorated over time to the point that it is impossible to use the service at times. And trying to get AT&T tech support on the phone is a nightmare. They tell you they will call back and they don't. They talk about delivering excellent service, but they can't deliver the basic internet speeds that I am paying for.

Regarding the TV service, you can't successfully use an HD cable with an HDTV, because the TV loses sound and often the pic freezes up. I've had every explanation imaginable given to me, but bottom line is Uverse TV service is not compatible with HD cables. They actually tell you to get RCA cables instead and tell you the picture will be just as good.

Do I regret switching to AT&T Uverse? Absolutely. If my wife were willing to switch our TV service to another provider, I'd do so in a heartbeat. However, I am dumping Uverse internet, even though I have to give TWarner more money for their service. When AT&T contacts you to sell Uverse, either slam the door or hang up the phone.

This just seems like another instance of a large company getting away with illegal practices without repercussion. Yes, online school for my wife and I am unemployed doing externship for medical assistance. I need to depend on this service to do proper billing and to allow budgeting for the said service. And because on average, it takes about three weeks for my FL unemployment to go into my bank account. I feel that I am being mistreated all the way around, frankly.

I thought I finally would get some action. This part only took two weeks. They finally called me and said they had a problem, not enough line serve in the area from the central office, they could have told me that two weeks ago. They could not tell me when they would have lines available because that was another department and they could not get that information. I kept working with the contact person and finally after two more weeks, got a date set for the installation. They didn't show or call. Through the contact person, I was finally able to get the phone number of the local installation supervisor.

I called him and explained my situation and was able to finally get a time for the installation. The person did show and the phone installations were completed. Now comes the DSL installation on one of the lines. They took another two weeks and multiple phone calls and transfers to get an appointment to get the DSL installed. The technician finally shows and the installation is completed. But a second technician shows up to do the installation later that day. I had to send him home. Now you would think this is all. Well, you're wrong, it was just the beginning of the nightmare.

Next came the billing. They sent the bill to the wrong address and person and as a result the bill did not get paid. Instead of calling the contact person, myself, listed on the account they just disconnected everything. I have had to go through the same process all over again and it has taken two months to get everything corrected and reinstalled. I called AT&T and after 4 or 5 transfers, I was able to determine that the service had been disconnected. I asked why, but they could not tell me, nor could they reconnect. So after two more days and several phone calls and multiple transfers, I was finally put through to billing and they informed me that the bill had not been paid and they could not reconnect until it was paid.

After talking to this person, I finally discovered that they had sent the bill to the wrong address and person but that made no difference to AT&T. No way, they wanted their money. I did get them to change the billing address and to the right person. But since we had no bill, I could not get the bill paid. They said they would fax me a copy. They never did. I finally went to the address they sent the bill to and they had just received another bill so was able to get a copy and had a check cut to make payment. This was taken to the payment center but they would not accept the check as payment. It had to be a credit card or we had to mail in the payment. We mailed the payment and a week later, they finally showed it as paid. So, now we could start the process to get everything reconnected. The nightmare continues.

I called to get the service reconnected and they took the order but this time they wanted the corporate federal tax number, as if I carry that around with me. So I had to call corporate and get the information even though the first time around that was not requested. I called them back and after 4 or 5 transfers, they got me to the person that could take the order. By the way, a few minutes before I called the same number, and got a person to place the order with one call. Interesting isn't it? So I place the order and they give me a day for the installation. They come and install the phone lines but I have to make another appointment for the DSL.

I call and make an appointment but they don't show and I call them again and after 4 or 5 transfers, I get someone who tells me they are sorry but they no longer install DSL but they can install U-verse so I make an appointment for them to come and install/pull the cable. On the day scheduled for the installation, the technician calls me and said he was on his way and would be there in 15 minutes or less. I have been waiting for an hour and no one has showed. So I look at my cell phone and pull up the number that called me and find out he is lost and cannot find the address. I give him directions and he drives by a couple of times and then calls me and said he is still lost. I give him further instructions and walk out to the street and flag him down. I find that they will not be pulling any cable but will bring the U-verse in over a phone line. Interesting how one person tells you one thing and another tells you the truth. As part of the installation, I also found that they had the wrong person and address on the billing again. I got that straightened out but will check the bill when and if it comes to make sure they don't overcharge for the service this time. This only took another 2 months to get done. So the nightmare might be continuing if they didn't get it right.

There are three suggestions that I have for AT&T: 1) Consolidate all your phone numbers and departments/businesses into one phone number to call and one person to handle all issues with the account and have them work directly with the customer until all is done. No more calling phone numbers for each and every thing that needs to be done. AT&T is so fragmented that it is a waste of time and money. 2) Have a single information source or database accessible by the person handling the account so they can answer any questions customers may have and provide them with the service they need. This can save the customer a lot of heart burn and the AT&T millions if not billions of dollars in costs each year. At present every department has their own answering personnel and no more information than what they need to deal with which leads to confusion and upset customers because they are getting shuffled from one person to another and have to go through an explanation every time they talk to someone. This is a waste of time for everyone. 3) Have a complaint phone number that can be called and act upon the complaints to make AT&T lean. If customers are having problems, it is the best policy for AT&T to take care of the issue. At present they **** customers off and have no feedback to correct their problems, so they make AT&T problems the customers' problem.

After 4 weeks and not receiving anything, I called back and they said that the cards were returned due to improper address. I wanted to know how my bill reaches me every month no problem. They did not have an answer to that then they said it would take another 4-6 weeks to re-issue them. I call every week now, and they still don't know what's going on. As far as my land line is concerned, my voice mail was dropped on my phone. On my T.V. remote there is a app for what is called "go Inteactive."

There are four components on this function and only 3 of them work. Calling the Tech Department, one Tech told he would look into it and call me back. He never did. I called a week later and after 1 1/2 hours later trying to fix this thing, I was told that it was an engineering problem and I would receive an e-mail when it was repaired, still waiting for that e-mail. I can't believe that this company is allowed to operate like this. I am very unhappy with AT&T.

The reason I switched was to get a lower price and the gift cards. If I had known this would happen, I would have kept my cable. I talked to two AT&T reps who said they could not help me and that I was only entitled to the $33 per month discount and no gift cards. I believe that AT&T does a "bait and switch," and then their reps refuse to help you in any way. I have been an AT&T customer for over 17 years, but now I think they are horrible.

This was not discussed with me at the initial installation. The 2nd technician indicated the Gateway wire should have been run through the attic. He moved the Gateway but we agreed to leave the wire in the opening through the brick to prevent water from entering the inside wall. He then ran another wire through the attic to the front bedroom. I have a hole tunneling through the brick to the inside of the inner wall which may cause water damage if the wire is removed. The wire was left in the hole to prevent this but it serves no usual function.

I called AT&T to change gateway to another room. When 2 technicians came, the 2nd time he explained to me if he removed the wire, water could enter through the hole between the brick and inner wall if the wire was removed. This was not discussed with me at the initial installation. The 2nd technician indicated the gateway wire should have been run through the attic. He moved the gateway but we agreed to leave the wire in the opening through the brick to prevent water from entering the inside wall. He then ran another wire through the attic to the front bedroom.

On February 9, 2010, AT&T Worldnet Dial Up service was to be discontinued as of March 15, 2010, per email from AT&T. I called 1-800-400-1447 to move my account to the new AT&T Dial Internet service and spoke with a person (#1) in "Chicago". He said they had a special going on for DSL; $19.95 for 6 months, then $25 per month after that time period and a $75 credit card promo. This required a 12 month contract. Equipment would cost $82.85 (plus shipping and handling approx $12). Equipment would be delivered by Wednesday, February 17, 2010 and service turned on Friday, February 19, 2010.

Thursday, February 18, 2010, no equipment was delivered. I received an automated called from AT&T saying the order was complete, but had not received the equipment so I and spoke with a person (#2) in Cleveland, Ohio this time. She said it was procedure for the equipment to be delivered on the same day service would be turned on and said order was being processed. We verified I had ordered, the "Express DSL for $19.95/6 months and $25/month thereafter. What had not been explained to me earlier is that they offered 3 levels of DSL: Basic, Express, and Pro. So this was new info, but I was confirmed at the Express level.

Friday, February 19, 2010 Possible Disconnection. I received another automated call verifying service request, etc., and maybe for possible disconnection. I called the 800 number again and spoke with a person (#3) in Texas. She looked in the system and did not see any disconnection order, nor did she see any order for DSL in the system. They did not ship because "no order had been placed". I told her the full story about this order and she re-entered the order in the system and assured me I would receive equipment and be turned on by February 23, 2010. I would also get a $25 credit on next phone bill.

Friday, February 19, 2010, I called back to verify order. I called the 800# back to verify information that person #3 had entered correct level of DSL. Good thing I called back because this had been entered at the higher level of DSL for $30 per month Pro Level, so this technician, person #4 in Arizona canceled #3's order, got a supervisor to assist him (so he said) and we started all over; $19.95 for 6 months, $25/ month thereafter for Express and the $75 promo card. I will receive equipment by Tuesday, February 23 and service will be turned on same day between 8:00 p.m. and 12:00 a.m. He gave me his agent ID and he said to use that as my confirmation number if I had any more problems. He also said since he worked as a technician in the dial-up department, he would also cancel my dial up as of April 3rd, and give me a month credit on my dial-up service, just in case I had any problems with DSL. I requested a letter to verify our conversation, he said no problem.

Tuesday, February 23, 2010, I received the equipment, service on and everything was okay.

I received monthly bill. Charge for equipment was $87.05 plus $12.95 S/H. Monthly DSL Charge was $30, not $19.95 and they still had my service listed at the "Pro" level.

I called Indiana Utility Regulatory Commission 282-2712 and told them my situation. They said they could make a report and send on to AT&T. At that time, I said I would give AT&T one more chance before I filed a complaint.

I called 800# again, spoke with person #5. Told her the complete story and that I had called the IURC and were ready to file a complaint if this did not get resolved. She corrected the current bill in the system, told me to deduct the full $30 from my current bill and she guaranteed me my account was correct for future bills, $19.95 for next 5 months.

Monthly statement is still charging me for Pro level. They finally have the $19.95 corrected. I called the AT&T Customer Support Department 800-288-2020 and spoke with person #6 in Chicago. She said to "let it ride", stay with Pro service until my 6 months of $19.95 are up (September) then call and ask for the Retention Department. She said they would take $10 off my bill for the next 6 months and stay at Pro level for all my troubles. She also stated that the $25 per month charge for Express is incorrect, that as of February 23 there was a price increase to $30 per month is what I should be charged. Makes me wonder if this is why my original order was cancelled and then re-entered at the 2/23 date of the price increase just so they could bill me at the higher cost?

When I told #6 all the different operators I spoke with in other states, she said I should have only spoken with a "Midwest" operator since other regions of the US have different promotions. She deducted $30 from current statement and told me to call back in September. I asked if there would be any problems if I "let it ride", since I knew it was the wrong service and accepted it anyway. She said no, but I don't trust AT&T at this point. They have been telling me anything they want just to shut me up.

When I received the Order Summary in the US mail it was also incorrect and I called to try and fix this problem at that point. I feel that AT&T has lied to me from the beginning just to get the more expensive service. They had no intention of giving me the service I requested. This makes me wonder if there are problems with the Express service and don't want to tell their customers, instead they just smoothing it over month to month.

After 2 days off from work, AT&T Internet issued a new order for DSL and gave me a Monday due date! I am still calling the sales office pleading with someone to escalate this to an installation manager to get reconnected. I have never once been contacted by a supervisor or AT&T employee with any help! I have had to initiate all the calls to get this mess moving again. It is day 4 without any dial tone or DSL in my home, and I have been forced to use a work (which I'm not authorized to use for personal reasons) cell phone. I am now waiting to see if anyone will call me. I am waiting one hour and calling back! Finances are affected by not having the opportunity to view banking info via DSL. I’ve missed communication with my husband which drives on the road for a living! Two days off work and major stress!

I have been unemployed and looking for a job. I received a contract assignment to do work from home; however, it requires consistent internet service. So besides having an emotional breakdown trying to pay my bills by not making any money, I have not made any money off this piece of crap service for $168/month!

The rep had my call back number but did not have the professional decency to call me back to finish the task. Last night April 18 at 11pm, my hardwired computer suddenly lost internet connection. When I call tech support he had no idea what to do but after about 20 minutes he 'accidentally' turned it back on. This has been going on now well over 4 weeks and we are just tired of spending our valuable time sitting on the phone with AT&T tech support.

The fact is AT&T is going through some sort of software issues and they are not informing the consumer about it, and they are turning internet services during troubleshooting off (late Sunday nights I suspect) without prior notice to consumers. We are requesting all of our computers be hardwired to the modem (no more wireless) and at no cost to us. We also request 1 month of free service as compensation for the amount of downtime we have had and our time sitting on the phone with them.

Two weeks later, I get a box of DSL equipment from AT&T. I returned the equipment, called AT&T and explained what happened. The sales rep. apologized, assured me she was crediting my account but said I needed to return the equipment. AT&T has since confirmed that they have received the equipment.

Since then, I have received a bill every month, which has always prompted a series of phone calls from me explaining in pain staking detail that I have never had service and didn't order service. I have been transferred, hung-up on, redirected, accused of lying, and apologized to at least a 20 times.

Now, credit agencies are calling. The bills won't stop and there seems to be an apparent (perhaps intentional) disconnect between the "billing" department and the department that issues credits. Today, April 5, 2010, I received another bill with a partial credit of $20.00.

They told me it would be over $2,300.00 for early termination fees, which I feel is highly unreasonable, I refused to pay those outrageous fees, it's still the same today. I never read about these fees in the contract, didn't know about them at all, is this fair? The business (a church) which didn't have bad credit, but with this early termination fee of $2,300, it's still on the business credit as not paid, giving the church a blemish on it's record.

Since then I have received the $3.33 but not the $16.62. If this wasn't enough, on April 4, 2010, I got a call from a collection agency claiming I had not returned equipment and to contact AT&T to avoid collection activity of $200.00 for allegedly non returned equipment. Today, April 5, 2010, I contacted them. As it turns out it was an error on their part and all equipment had been returned. Obviously AT&T's first line of action when they make an error is to attack their customers.

I called to try and resolve this which seems like a simple problem to fix. I was transferred two times. Eventually, to a foreign person who speaks from a script. They promised my problem will be solved with their experts and then they said there would be a charge. I told them this all happened after their service and that I don't want to pay a charge. That is it. Bad customer service, condescending, robotic tech support half way around the world not willing to listen to me, the client. If I could, I would not have AT&T service.

Well, it took me 3 months to finally get that off my bill, and yes, I paid for it but never got any credit. Now I got charged for ID Baron- -theft protection plan again that I did not sign up for. And now they think I am to pay this, I told them that I will not and they can disconnect me first. I'm being forced to pay for services that I did not want or order so that AT&T don't disconnect my service.

They then told me I would receive the other $100.00 after I completed the waiting period of 30 days of having active service with them. The phone and internet and the first billing date was 12-04-09. My phone and internet were both officially under AT&T on this date. So, I called the reward center on 1-06-10 and told them it had been a full month of active service and that I would like to get my $100.00 for switching my internet to them. They said fine and they would "process" it and send it within 4-6 weeks which would had put it close to the beginning of February.

They told me I had to call customer service with 3-way-calling to them (reward center) to verify dates of service which they did not pre-warn me would be a requirement before the Visa card would come to me. Then they had me under the wrong phone number--my son's old number I got for him with a separate phone number--completely different from mine. Yet, every time you call them they verify the telephone number that you are calling about. So, after multiple calls, I got that straightened out.

I call every other day and tell them I should have had the card by now. They say it is still "processing"--what does that mean? I would like to know what goes on with processing and why does it take so long to do it? I guess they need the interest it's drawing or something or they want me to give up trying; it could be that AT&T has too many cooks in the kitchen. They had assured me, at one point, that I would receive it no later than Feb. 21.

Last Thursday, they told me it would go to the bank yesterday, which is Monday, March 15th and be mailed out directly. Today is March 16, 2010 and I made my usual call to see what today's excuse would be, and they said I had gotten "disqualified". I asked what that meant to several people there with several calls in which I asked what that meant and why it happened. No one could give me an answer. They said it was "requalified" on March 12 and I would receive it in 4-6 weeks. They said it had not been mailed yet because it is still "processing".

No one knows who I can contact above the regular supervisors. When I asked to speak to the supervisor's supervisor, they say "she's not here today" or "she doesn't take calls" or they put me into an empty extension of somehow that goes to no one. Today, I asked for corporate's address and telephone number and I talked to 3 people, and no one would give it to me. They told me to go to att.com/consumerappeals to file my complaint. I went to the site and the website no longer exists and another one is not given.

This is ridiculous. They said 30 days after service, and it has been this long (from 1-04 to today 3-16-2010). I have called them and acted nicely, impolitely, politely, raised my voice (and my blood pressure), gotten so mad with them, hung up—but who wouldn't? It is false advertising mixed in with incompetent personnel and AT&T's system. My sister ordered her service with them two weeks or so after me, and she has already received all of her rewards.

Is there anything you can do to help me with this and get my reward and file a major complaint to the higher-ups at AT&T's corporate office? I am not sure what the new story will be when I call them to find out if my reward has been mailed yet. I would be sincerely grateful if you could help me with this complaint. Thank you for your time and attention. This has caused my pulse to beat more rapidly and has caused me great frustration and anxiety. Also, I have counted on that money when it should have been here long before now so as to pay some bills, which other arrangements have had to be made.

Well, we haven't been able to pay our bill yet because we have asked to speak to a supervisor and we left contact numbers and we never got a call back. Representative also said that even if we speak to a supervisor, there is nothing they can do about it. We have now placed parental controls. That teenager is not in our home anymore because of that reason. It just seems very unfair to have to pay that much money when the records clearly show that the movies were not even watched. Who would rent movies that expensive, watch them for 2-3 minutes and rent another one? It's clearly an issue that should be able to be resolved with no problem but it seems AT&T Uverse doesn't even want to deal with the issue. They just want to get paid. Please help. Thank you.

After numerous phone calls and my wasted time all these days, they said today that I have to make a new order for a phone service because the order was cancelled. Who did? I don’t have a clue. They always ask for the name of the person that I spoke and they never know who is it, because they give the name or last name, but never both and not ID #. Their customer service is a joke. They cannot provide useful information and it takes hours to deal with them and no answer.

Now with no phone line and a bill for $120.00 more than they said, the promo is another joke. I feel very bad and I don't know what I have to do.

Except the explanation of the billing was so complicated I had to ask twice but from what I understand they will charge us for two months. Apparently they charge people for the first month and a last month even if the customer is not on contract. We were also given a credit for only 2 months. The problem is we were out of service for more than that. Since we canceled the phone line and only have DSL, where do we get the rebate?

On 2/11/2010, new account #, due date 2/16/2010 AT&T records not updated. On 2/16/2010, new account #, due date 2/24/2010 AT&T must engineer and condition the pairs for the 3rd floor, rescheduled. On 2/24/2010, I called AT&T for status. They said maybe by 3/8/2010. On 3/5/2010, I called AT&T for status. Their online form for status indicated 2036, not 2010. AT&T rep indicated 3/12/2010. Since this 3/9/2010, I am waiting for the install of Uverse.

AT&T is a large company in the US and they have demonstrated their unaccountability, greed and arrogance. I have had four due dates and I am still waiting on the installation. I can't wait to see what their installation charges are going to be.

When the screen would go blank, AT&T has the nerve to request that the consumer play technician. I had to hold in a button for minutes, unplugged all of our TV sets, held the reset button in again, unplugged my set from the wall, and held the reset button in again. This went on for hours. I stayed on the telephone with a service technician from about 12:00pm until 6:00pm trying to correct a service that they wound up sending a service person out twice to resolve.

Is this fair? Or better still, is this legal? I am not employed with this company, neither am I a service technician by trade, nor signed a contract stating that I would perform these services.

To add further pain to injury, after requesting they turn the service off completely, I was told to take their video boxes for which their own service technicians brought out to establish service in my home. I was told to take them to the nearest UPS center and drop them off or else I will be charged $150 for not returning them or I can call UPS to come to my home to pick them up and "I" will have to pay shipping and handling charges! Do I work for this company? They need to pay me for all the troubles I have endured.

Can I charge them for gas and mileage to return video boxes that their technicians brought freely into my home? To compensate me for my troubles, AT&T reps offered me credits to my account on my bill that was $117, which was reduced to $67. Then, it was turned around after a month and they sent me a bill for $17!

My bill has never been that high and I believe they were charging me back for the credits that they so called offered me. Help and thanks!

I will have to burn my gas to return their equipment that I never contracted to do. The work that I have done in my home to re-establish their service to working order required, in some cases, up to 6 hours. My telephone bill can show proof of the number of hours I stayed on the line working with the technician. I did not get paid for this. I was offered credits for my inconvenience and then charged it back into the next month's bill for which they bill in advance, meaning I have not used the service for the next month yet. How can they raise my bill before I use the service?

I would like to be compensated for working for AT&T.

I get on the phone and AT&T gives me some story and all will be fixed. I get the next bill which was a little better but not what I was offered. Call again. “Sir, the rates have gone up and you were notified.” I said I wasn't but got a locked down rate for life but lost the HD and 200 channels. I do not have time for this. This is a scam that AT&T just bulldozes you unless you get the premium package. Listen, I do not want anything for free and $150.00 is my budget.

I am so annoyed of the billing disputes that I am waiting for DirecTV to call me back and get it all in writing. AT&T should be slammed and slammed hard for the phony billing practices. Also, if you do not have the correct contact number, you will be sent around the horn to different areas until you finally hear a dial tone which meant that they hung up on you. Everyone who has AT&T knows all this is true. We are getting ripped off because they do what they want, whenever they want. I will not even go into some AT&T guys coming to my house to fix small issues. Disaster until we did get a guy who I admit knew his job thoroughly and should be complemented. FCC should look into AT&T billing. Thanks.

It is important to know that the night before I left the US, I did go to the AT&T site to get the information, and the site was not available. I made all of the screen shots referenced here, assuming I might need them. In 17 minutes, while browsing AT&T for roaming charges information, the movie kicked-in in my iTunes, and somewhere around 70mb were downloaded to my computer, before I got disconnected, no luck finding anything useful. When I got back to the US in January, I received the bill for my connection on the island, $1,700.00 for a half an hour! 4 times more than my entire vacation. Since then, I spoke with at least 5 different representatives, who each promised to help and talk to their supervisors. There should be notes on my account. The last representative asked me to hold off, and not pay until someone calls me to talk about my bill.

Today, AT&T suspended not only my personal account, but my entire family's account, without talking to me first. I did pay all of my charges for a regular phone, and the only amount I owe AT&T is that roaming charge from my vacation. There are many irregularities, and inaccuracies in their work. Their website is confusing and not usable, which caused me to owe them so much money. Please help me figure it out with them. Like I said, I have all screen shots of screens in my possession, to prove the lack of usability. The economic damage is unheard of. I have to pay thousands of dollars for connecting to AT&T for a half an hour, just because their site was not available when I had to double check, before the vacation. Please help.

AT&T wants a $100 deposit and autobilling via credit card in order to restore my service, in addition to regular fees despite the fact that this situation is due to employee error and that AT&T acknowledged as such. As of yet, I have yet to be refunded for the payment that I made to them. My internet service & phone has been cut off as a result.

I was very angry that they wanted me to take responsibility for their error. With them, it was their way or I was IL. I finally sat down with my laptop and it took me 7 hours to reconnect my laptop to the printer. The reason for all of this was that I kept getting missed signals from the modem. 6 techs later, the problem isn't as often but still occurs. I think I should get my money back ($99.00) because they did nothing except tell me I needed to buy some hardware compatible to their equipment. I am getting nowhere with them, even though they caused a great deal of stress.

After several weeks and no reward, I contacted AT&T, to inquire why I had not received my reward. I was then told that I was disqualified, because I had not fulfilled the requirements to receive the offer. I still have the letter from their reward center stating that I would receive the reward. I was so outraged by their response, that I filed a complaint with the FCC for deceptive and false advertising.

When I received a response from the FCC stating the matter was being looked into. I then received 2 calls from AT&T. In the first call, I was told that the complaint I filed with the FCC had escalated to the corporate level; that was the entire conversation. Then in a couple of hours, I received another call from AT&T. The person stated that even though I was disqualified for the reward, they would give me a $100 credit on my bill. I have not received my current bill, so I don't know whether or not I received the credit. I do believe the ad was deceptive.

I also asked them to see why my internet DSL is still not working. I was put on hold, transferred around for 8 hours on Monday, Tuesday, Wednesday, and now it's Thursday, and I am still on the phone, because I do not have internet, and my U-Verse is still not connected. I have been without internet since Monday, and I have lost a lot of business. I have been pulling my hair out, and can't do anything about this, because no one is helping me. I don't know what to do. Please help me as I am having a nervous breakdown, and have an appointment to see the doctor. Please help! I'm having anxiety attacks, and have an appointment to see a doctor. This company really physically damaged me.

After numerous phone calls and my wasted time, I am told that the prices he quoted are incorrect and they cannot support or honor them anymore. I finally get a management person on the phone and we come to an agreement to which she is willing to guarantee a price for 6 months, so I believe problem solved, though not done yet. I am still having problems that I was unaware of with the phone line. I was able to make calls out, but was never receiving incoming calls (who knows what was missed; this was a business line). So, as we all know, our time is free. After several more phone calls and over three hours of a work day wasted, I find out that they incorrectly placed the order in their computer. They stated they would just have to correct it on their end. Of course, several hours after that, and two more phone calls, I still have no resolution.

I feel as though they have you backed in a corner. They come invade your home for hours to put their equipment in and then alter the pricing, knowing that either you will not notice or the trouble and time to change services again is no worth the effort. I have lost more money than saved due to lost work, both wasted on the phone and possible missed incoming calls. I don't know how to get through to a company this large. They don't seem to be too worried about the consumer. I know that I missed two days of work and don’t know what incoming business could have been lost.

Then, they told me that that there would be a fee to talk to a technician on the phone--by the way, my phone service is horrible. There are people talking in the background, growling--fax machine sounds about 40% of the time when I try to make a phone call. There have been techs, repairmen, supervisors, managers, etc. out here numerous times and they cannot fix my phone nor my Internet connection.

I want to know why and why I have to keep paying for service that I am not getting. They say that the problem has to be happening when they arrive or when I call. Well, I can't call when the problem is occurring and when I do manage to get a call through to a person, they want to charge me a "fee." That is not fair and I do not know what to do about it.

Over the past 5 months, they have sent technicians to my home 7 times to troubleshoot. Since it takes them a day or two to arrive, the problem has usually fixed itself and all they can do is check the lines again and try some new random tweak. I have phone service, cell service, two website hosting plans plus my DSL with AT&T. Switching all of that sounds like a nightmare. I work from my home. The computer applications I use require constant internet connectivity. I spend the majority of my day uploading and downloading. A slow internet speed means I get much less work done. A dead connection means I am dead in the water.

They stated that they would send me a copy of the cashed check on Dec. 21. I never received it. On January 21, I called again and they stated that they sent a copy of the cashed check to the same incorrect address. Looking for recourse, I wondered how is it that I get the bill but not the rewards. They said they are not responsible for having the incorrect address that came from AT&T.

When I do call the company, I get the runaround almost every time. I can only recall one time when I got someone who actually did their job. But that's beside the point. Their automated machines make me want to tear my hair out. Because even when you answer it, it "didn't catch that", and makes you repeat what you just said a different way from a list of options. You can't even cough without it thinking you said something wrong. So once you get transferred to the right department, you don't even get someone who speaks English. And they get all snippy with you because you can't understand them and you're like "What?" And they're like "Ma'am." And I'm all, “Hey don't freaking ma'am me.” But that's beside the point.

Their customer service people are so rude. So pretty much, none of my issues ever get resolved when I call them. And nine times out of ten, I end up fixing my own tech problems. I called yesterday night, and apparently there's some kind of "problem with my lines" and I was supposed to get a call from the line people to set a date for them to come out and fix it. Oh and what a shock, I never got a call. If I could find a different internet company in Michigan, I would switch. And I'm seriously thinking about going to Time Warner or Comcast. I don't even care anymore.

This time I got "Amy". To make a long story short, she gave me a similar story, put me through a "supervisor's" voicemail. The greeting had no name, but I left a message with my number. Let see how it goes. This is unethical. I have made deals with AT&T, Comcast, Dish network before and they have stuck to the contract. This is shameless. I asked them to refer to the voice recording they were supposed to have made when I agreed to the contract over the phone with Roxana. "Kay" told me they do not have access to that recording!

I eventually purchased an AT&T phone system for $80, only to find this new system did not work either. I contacted them to complain. After an hour of troubleshooting, they decided to send a tech to my house. The result was their modem was faulty. I complained that they should refund or credit the time and equipment I feel I was not given 100% of what my service contract was supposed to be.

Not only were they the rudest people I've spoken to, but they did not feel they did anything wrong. They refunded $30. I'm not satisfied financially or by principle. If I were to run my career like them, I'd be out of work! I'm not sure what can be done. But if all my services ripped me out of $100 like AT&T, that would be a lot of money.

3. They they want your SS number and a credit card.

3. Should they not already have the SS number on record, since every time you call them for anything, you have to give them the "last 4 digits of the primary SS on the account?"

I just want people to be aware of the "so-called" good deals. I have decided that AT&T needs the customer more that the customer needs them. I will be cancelling my landline and going strictly with the cell phones. I will also find another internet carrier.

The next technician suggested running a new line, but the only solution there was to have cable hanging from the ceiling. We told him to leave. My husband finally ran a new line himself and hooked it up and things were working fine. Then, we ordered a movie on demand and the freezing started again. We called AT&T and the cs did something on his computer and now the TV is back to freezing and pixelating constantly. We are now stuck waiting for the 5th visit from the technicians who, no doubt will be rude and not interested in solving the problem. Can't wait to dump this service.

After spending over an hour on the phone with different AT&T departments, I was told that I need to reschedule a dispatch because they did not have access to the apartment. I had the technician called or knocked, this could have been resolved on January 7. Now the earliest they can reschedule for is January 12, where I was told they will come with sometime during the day and I have to be present (no time window). They have agreed to call 1/2 hour before they arrive so I can come home from work in time, but I'm skeptical that that will happen. I'm very frustrated because I've been trying to get service since December 22 and the earliest I will get it (if all goes as planned) is January 12.

One time, the support hung up on me. Each call lasted over an hour. In the meantime, my husband's laptop continued to send and receive emails. We had the same connections/settings. I remember how frustrating it was for me, because the people in support were obviously not in America. I had a difficult time understanding one person. This email problem was never solved by AT&T. They even took over my computer with remote access. Lastly, I, myself, went through my settings one at time, and I found the problem. (It was simply an encryption box that had not been checked.) I did this at the advice of my son-in-law, who works with computers for a living.

Recently, my computer lost contact with the internet after attempting to install MS 7. My husband, spent time (approximately 5 hours, not consistently, and AT&T would call him back every 30 minutes or so) by telephone with the AT&T Support. They suggested several times to go on the internet to their website and the problem could be solved using the online support. My husband said, "Hey, my wife's computer lost internet. This is the reason I am calling. How am I going to go to your site?" This didn't seem to sink in to the 800 Support. In the end, my husband called my son-in-law (once again) at 10 pm after spending the non-productive time with AT&T Support via telephone. My son-in-law immediately stated to go back to all settings prior to installing Microsoft 7. This worked.

I now have a private cell phone number of an AT&T support person, who works in a nearby town. He told me I could call me anytime with a problem with my Uverse or internet. I asked him for a local address for an AT&T office. He said there are local addresses but that there are no support personnel through the offices. On a scale of 1-10, I would rate AT&T Support in the infinite negative numbers range.

I took my computer to service and after over 100 dollars, repairs were made. I was without service for almost a month. When I reconnected my computer, I contacted AT&T customer service again and spent several hours on the phone with many people trying to get it to work. Now, it works sometimes but still will boot me off. Ironically, the most frequent site that I am booted off is AT&T. With the computer cleanup, I lost many files and accounts.

My daughter's Blackjack phone started acting up. I cannot hear her when she calls. I went to AT&T phone store to buy her an iPhone. They told me it would cost me $299 but if I wait till March 7, it will be $99. This does not help when I cannot hear her now. I did not ask AT&T to reimburse me on my account for lack of internet service or the cost of repair for my computer. I did not ask them for reimbursement on the inability of me hearing my daughter for the past two months. I do not understand why I cannot pay the $99 for the phone when they will make money off of me on the deal.

I am not getting what I pay for every month. I have had techs not show up for appointments, and I have had rude service on the phone. I have been told I should just cancel the service twice, even a manager told me that. I had a tech show up on 12/18/2009. I was promised a discount of $10.00 off my internet and free HBO. I've looked, and it says I'm not a subscriber. So I am very upset and tired of the games. I just want what I pay for. I have been given some discounts and rebates, but I feel I'm paying for a service and I'm not getting what I pay for.

After moving 2 months ago and transferring my AT&T phone and DSL to the new home, I have spent close to 70 hours trying to contact and re-contact them to bury the line or fix it for the umpteenth time. Many times they call me back and tell me the problem is on my end. Of course it is. I have an exposed line running down the street across a few driveways. I guess this is what happens when AT&T buys up BellSouth and just about everyone else and monopolizes services. They are free to do whatever they wish at the cost of the consumers’ economical and physical well-being.

Also, a slash will freeze typing an e-mail as used in "w/out" for example. If I try to send something to too many people, I get a message that it looks like I'm spamming and one of those boxes you have below shows up if I continue to try to send to a lot of folks. It happens almost every time I use bcc and sporadically if I put them all in the spot where everyone can see whom I'm mailing to.

When I spoke to numerous people and the call was handed up and up and up, the final techs had no real answers, deciding that probably when computer was reset by Yahoo!Mail at some point, the problems would end. The last man also told me the next time I call to immediately ask for "escalation team." I have not called again, because I know that I will have to go through the same situation of every tech division under "escalation" trying to solve the problem.

AT&T/Yahoo sends messages out that say they are working on problems. But for 3 months, I receive the same messages about the same problems. Looking at the forums, I am not alone. I pay AT&T for my internet connection, and they are not providing the service of e-mail that is supposed to be included. Any help would be appreciated for all of us!

I received the package of cell phones on my son's birthday, Nov. 11, 2009, which is exactly 30 days from today. Ms. ** repeatedly stated that I would have a trial period of 30 days to use the wireless cell phones. If I did not like them, I could take them back to the store. The manager of the corporate Office located on Woodruff Road argued with me, stating that the phones arrived on the 9th, therefore indirectly calling me a liar. I know for a fact that I did receive the wireless phones approximately 10 minutes before my son got home. The telephones were delivered to my physical address on November 11, 2009. I have every detailed records which includes the tracking number from UPS. If someone would please address this matter, I would appreciate it very much.

If this is the service I am going to receive from AT&T, maybe I should change to another telephone service. I am fed up with getting the runaround, told one thing from one employee of AT&T and something else from another. Yet no one will ever verify nor believe me when I have and thus far, continue to invest a great deal of money for service which I consider unacceptable. When is AT&T going to stop ripping people off? I had no problems with another telephone service which I am proud to mention I used them for 25 plus years. Now, I am stuck with one of two choices, one is not much better than the other. I would consider AT&T as the service which switches anyone who has questions or primary concerns at the very lowest. I rely on a dependable telephone, computer, wireless service. Thank you for upsetting my day, may you have a wonderful Christmas.

Today, 12/09/2009, I received a phone call from a collection agency asking for $400.00 that AT&T referred to them. I called AT&T and after talking to Ted in collections and Tammy in sales, I was told that the money I received was money that they had credited to the debt of the $400.00 and that money was supposed to go to their billing department, which they received but did not know where to allocate it to. So, they made a check to my name without any explanation to what it was for and now are asking for the full $400.00 instead of what I received which was $377.28. Consequences: hundreds of cellphone minutes and time I spent trying to solve their mistakes. I am frustrated and angry that they didn't care or even apologize for their errors.

When I tried to use the card last night, the merchant required the entry of a "pin" number (AT&T agreement specifically states the card cannot be used if a "pin" is required). I therefore had to pay with one of my credit cards. The difficulty of using the card makes it more likely I will not get the full rebate and that AT&T will pocket the money they offered me.

During this time, AT&T staff has been unbelievably rude, repeatedly ignoring or refusing to believe my statements that house B had faster DSL than Basic prior to the move on November 10th. Obviously, AT&T's provisioning records are incorrect. AT&T used to be a good company to deal with. Now, they appear to be staffed with ineffectual babbling idiots from India who use politeness as a weapon. All they have done is waste our time and insult us. Anyone from the new AT&T want to try to resurrect their company's image?

A few weeks later, I received a bill now charging me all of the months I had had internet. I tried calling to explain how I had done the right thing, to call them about bills I was not receiving, and now I am being punished for it? By being slammed with a big bill just because they had a computer glitch. I feel this should just start over an initiate a bill for the normal monthly price. I am a graduate student, and my husband does not make a lot of money. I tried to do the right thing by calling them, to which it is clear they didn't even notice I was getting internet without being charged, and now I am getting punished for it.

I don't have the money to pay for this gigantic bill, and the lady who put me down for a "payment plan" was very rude to me on the phone, since now the bill shows up as one month’s worth of payments, rather than 3 months. I'm stressed enough, and now I have a company that doesn't listen to me at all. I was passed to three different people throughout the phone conversation I had. The first person even said she agreed with me but didn't have the authority to remove it from my bill and then passed me on to someone else who disagreed.

Well, I still have no phone jacks working except one. The tech leaves and says he will talk to his manager and get this worked out. Nothing is done until I hear from AT&T dispatch on October 6, 2009. The dispatch was very rude and stated there would be a tech showing up at my house between the hours of 12 pm and 4 pm. I tried to ask the dispatcher who was coming and also tried to explain that the last tech had a problem and didn't want someone else coming and was not able to fix the phone jacks. He rudely stated he doesn't know who is coming and they don't get that info. My first concern is this: how does AT&T not know who they are dispatching out to a home? What if that tech did something inappropriate? Are you telling me AT&T wouldn't know who it was?

Well, I sat and waited again from 12-4 pm and again it’s a no-show! I get a call from the tech, who is supposed to show at 6:35 pm, saying he is sorry he has been held up. He asked if he can come around 8:30 pm that same night and I said, “No, I have a family and waited long enough.” He asked if he can come the next morning at 11 am and no matter what he would be there this time. October 8, he comes around 11 am and yes, you guessed it - it’s a no-show again! The tech calls me at 12:46 pm saying he was held up and had no service where he was.

First of all, you work for the phone company: you always have service. Second, I'm sure there was a phone wherever you were. I told him I'm not waiting around since I've done that so many times already and I will take this up with supervisors or corporate. I have called and complained to AT&T who will not give you the corporate phone number and don't want to seem to let you talk to management as well. All they do is say, “We will give you credit.” With my time that I have spent waiting around and canceling plans for AT&T, credit isn't going to cut it. I again spoke to someone from AT&T on October 9th and they assured me that someone would be at my house the next day, October 10, 2009, between 8 am and 12 pm. You got it right again: it’s a no-show and there was no phone call. Someone, please help me!

I looked at my old bills to make sure they didn't pull other ** tricks out of their asses, and I notice why my bill was higher the past few months. They had upgraded me to 3.0 from 1.5 without my consent nor any notifications. I called them to confront this and the first representative was very polite. When she insisted that I have always been on the 3 mbps plan, I requested for a supervisor, and got hung up on. Their customer service is abysmal and they will do sneaky things to steal money from you. You should stay away from signing a contract with them if possible. By the way, I've done speed tests multiple times after I got my 6.0 free upgrade and my download speed has never exceeded 2.0 mbps, which is the same as when I was using my 1.5. Yeah, AT&T is a sham.

This company has been progressively worse in answering your calls of explanation of your bills and to access your account to view your bills online has become an ongoing issue. Another complaint: someone called from my residence to an 876 area code and I was charged an international call fee since they were going to another country. The person from my residence had no idea that person was in another country at the time she made the calls. There was nothing to alarm the caller that the person was not within the U.S. I asked them how could this happen and they then alarmed me that I need to get over the seas to put a block on my telephone at that time. I think that AT&T warrants these problems by not automatically blocking these calls from going out of country. There should be an alarm or code to alert the customer that this call is not within the country. The caller was shocked that she was calling out of the country to a simple 1-876 number. Why didn't AT&T’s customer service alert me to block this service upon contracting with them on unlimited long distance calls?

Yes, the $250 VISA card was too good to be true (big surprise). I was told that the monthly rate would be $25 for the first year and then $30 after that and that the VISA card was for only $75 plus the additional $50 check for the modem. When I went to request my VISA card (online), it turned out to be a $100 VISA card so I called AT&T to see what was going on. They informed me that the $100 card was correct. The AT&T representative also told me that the check for $50 would become available after 21 business days from the day of installation (which would have been September 22).

Today, when the $50 modem check was not available under their rewards program, I called AT&T again, and was told that I wasn't eligible for the $50 modem check because we had signed up by phone, not over the internet, the opposite of what all of their representatives had told us previously. No one wanted to do anything about this, just wanted to pacify me and go on with their day.

Late Tuesday, I canvassed the neighborhood and discovered a tech who had been working on setting me up for hours. It appears that the billing department had failed to set up the connection on their end and had the phone number tasked for something else entirely. He worked till around 6 pm and started again in the morning. He spent all day on the phone to the office and an hour working from my computer until he got it configured properly. Then he left. The connection immediately cut out. It continued to do so until the next day when he worked on it some more. It still cut out a lot. After the third day, I gave up. I tried to get another company to connect me, but they said that AT&T had a monopoly. I thought that was illegal.

I tried to subscribe to the new AT&T U-verse system in the hopes that it would be better. I wanted to have TV and internet in the system. I spent an afternoon answering questions and waiting on hold until the salesman said he would call me back in10 minutes. The next day, I tried again. This time, after a long wait, I got Cheryl who asked me all the same questions and put me on hold repeatedly. Hours later, she said she would call me to confirm in the morning around 8:00. There was some kind of system problem. She never did. I did get a bill for over $200.00 for overage minutes on my call phone because of the long calls (holds). Today, I spent an hour making the purchase on the internet. At the very end, I got a screen stating that I would have to call the phone number because of an unknown problem. I called. I held for 40 minutes. I gave up. Why is a company permitted to have a monopoly and treat customers abusively without any oversight? If you have any choice, go to someone else. I do not.

She further said, besides losing my port, I would lose my email address. I reminded her I have not even signed up or used the service online yet, so I would not lose my email address, I do not have an email address as yet with AT&T. My opinion is that this conversation uses unfair and misleading consumer practices to try to get people to pay for something they do not need or have. I am interested in how many people are on a waiting list for a "port" to get DSL service. I am willing to bet it is zero. Consequences: A charge on my credit card and the time to try to get this charge reversed. Furthermore, Jessica did not commit to a full credit, she said it would be about 25 but was not accurate. We talked in circles as far as I could tell. Then she asked me if I was satisfied with all of my concerns today. I told her I would let her know when I see the credit. She told me it would take a while to process the credit.

Well, I got all moved in and got my first AT&T bill: $65 for the 18-plus mb internet. They gave me a $10 credit for their $55 fastest internet connection and $30 for the phone with a $5 credit. Total now is $80. They added another $6.99 for grand total of $86.99. Next, they listed a pro-rated charge of $5.79 and another so called one-time fee of $149. They tack in their surcharge plus giving the government their cut at a whole $0.11 for a total of $163.35. Both total equals to $250.34. I still can't get my TV package. This does not seem correct. They say my credit does not allow them to offer me a $79 TV package, but it is good enough for an initial phone bill after having to pay moving expenses of $250.34. Thanks, AT&T. Is this not the same reason the US government broke you up in the 70's? Too big for your riches.

Again, the same technician came and the installation did not happen because the problem had not been fixed. I was starting to doubt AT&T's service. They rescheduled for the third time, today, September 3, 2009 between 1 p.m. -3 p.m.. At exactly 11 a.m., my telephone service ceased without knowing why. I only found out when a co-worker tried to call me and couldn't reach me by phone. She emailed me that my phone had been disconnected. I tried to call out but I did not have a dial tone. I thought that maybe AT&T had started working on installing my service without telling me but knowing they're installing it already is fine with me.

But I remember that they only have my home phone; therefore, they won't be able to contact me prior to coming over which they always do. So using my mobile phone, I called AT&T and after getting bounced around to too many people and waiting to get hold of someone (you have to wait a certain amount of time each time after they transfer you to someone), I finally got hold of an individual who can tell the assigned technician my cell phone number. The same technician that had been to my place twice called and said if I cancelled the Voice IP. And I ask why would I do that? Anyway, he came over after 30 minutes. He went out to the post, came back 30 minutes later, and had the same facial expression and I knew it was not going to be installed again.

He does not know why I don't have a dial tone so he told me contact Comcast. According to him, they haven't done anything for me. I thought, "Precisely!" After he left, I called Comcast to check if the problem is on their end. I was told that AT&T took my phone number and got it disconnected. I called AT&T and spoke to a supervisor. I told the supervisor that aside from the multiple failures of AT&T technicians to install my service, they have also caused me so much inconvenience. I work from home and I completely rely on my telephone and internet to do a lot of my work responsibilities.

To fail in installing my service three times was too much already and to add that I don't have my landline for how long is just unacceptable. The supervisor cannot even tell me an estimated time on when they can fix my phone line. I don't have their service yet and I'm already frustrated, not a good way to start and win business of other people. An hour after I talked to the supervisor, I got another call that they can't even provide me service because I'm too far away from their main office. So now, my Comcast phone is disconnected and AT&T can't give me a phone service when AT&T had Comcast disconnect my phone line. This is really when I can get help from someone who will crack a whip on this company. God forbid if any emergency happens and I don't have a phone. Is this the kind of service AT&T provides?

I get calls from a collection agency almost daily, and have told them my situation. They, in turn, told me I would need to call AT&T direct. I did; the lady I spoke with this time told me that my service had been disconnected for non-payment. She showed no record of me having the service disconnected. I have talked with people in accounting, customer service and service techs at AT&T and have spent hours waiting to talk with someone about this for almost a year. I do not owe this money and I do not want this mess on my credit report.

Then, as I call to get the rebate process started, they tell me that I can't claim my rebate until I've already had service for 30 days! At which point, they want me to call and they will send the card out which will get to me in 4-6 weeks, making the first month's bill not even close to being free. When I tried to cancel the service, they said that even though I am in no contract, I can't cancel the bill and have the bill amount waived until I pay it first! Then, they deduct it off of my balance owed. Meaning, I pay for it, they keep my money, and might decide to credit me for it later. So now I have signed up for a service that I would not have done without the try-it-for-30-days-free-guaranteed special that they advertise. They won't give me my gift cards they promised me. They won't allow me to cancel service and they won't escalate my call to a supervisor. If any of you think you can help me, I'd really appreciate it. I still have the original contract agreement that I signed when I started this account.

The first agent (Ashley) hung up on me. The second agent (Jean) could not hear me. And now, Danny, my third agent, is trying but had to put me on hold to see if he could send me out a new modem and now has given me to my fourth agent (Joan), who needed all my information yet again after giving it to the automated answering system, Danny, and now her. This is the worst customer service I have ever encountered, and I am very disappointed that I have had service with this company for almost 3 years and have been treated like my service means nothing.

The next day, we received a card saying it had been sent. Both my roommate and I saw this card. Today, two days later, no two-wire! When I phoned, a very sad, unprofessional, insecure consultant, Mitch, a girl, told me it had not actually been sent to us. I asked for a supervisor and was connected after a long wait, with Michelle **. She had no explanation why we received a card within 24 hours saying it had been sent, but in actuality it had not been sent at all! I then asked for the mailing address so that I could file a complaint. She gave me a wrong address, "2625 Piedmont Rd. 489, Suite 56, Atlanta, Georgia, 30324."

I then phoned back and talked with Ms. ** who gave me the correct (I assume) complaint address, the one listed here. I called yet again and asked for another confirmation that the two-wire had now been sent. Peggy assured me at 3:30pm on August 13th that it had been sent. It is now another waiting game and will be four days past the beginning of this never ending horrible issue.

AT&T disconnected my phone service before the date in the morning, leaving me without phone and internet service before the time we agreed on at the old address. AT&T was supposed to transfer my phone and internet service to my new address on June 30, 2009. The new phone jack with service at my new address was connected on July 4, 2009. The internet was connected on July 11, 2009, after speaking with many AT&T employees about the outrageous bill including charges from my old phone number. Finally, on August 4, 2009, I spoke with employee Ms. **. I told her I had a major billing dispute of $326.91. AT&T overcharged me for services I never ordered or discussed with them. I wanted the same service as the old phone number **, not high speed internet service, long distance and inside wiring/maintenance.

When I spoke with Ms. **, she told me unconditionally to pay $97.89 to resolve the billing dispute. I paid AT&T on 8/4/09. On Friday, 8/7/09, I called AT&T and I was transferred to the Accounts Receivable Dept. I was told I still owe $9.91, regardless of the conversation Ms. ** and I had about the billing dispute. I asked the customer service representative to have Ms. ** call me about the outstanding balance. The CSR said she'd email Ms. ** and ask her to call me. I haven't heard from Ms. **. I called AT&T Billing Dept again on Saturday, 8/8/09, and the employees transferred me back and forth twice between the Accounts Receivable Dept and the Customer Service.

AT&T Billing and A/R Dept insisted my account balance was still overdue. I told AT&T employees that I would report this matter to my lawyer, BBB.org, AT&T corporate office and PSC about this matter. I paid the $9.91 today, 8/10/09. I received a letter from AT&T dated 7/26/09 in reference to the credit bureau over the outstanding bill for service I never ordered or discussed with them. In my opinion, AT&T has become more dishonest and reached a new low!

Afterwards, I started having multiple problems with both my phone and internet service. I decided to call back and try to work things out and go with the upgrade. Krystal told me that Ms. ** said she would only honor my price for 6 months since I did not go with the plan when it was discussed. I am still having problems with my wireless and problems with my home phone. The person who came to check on the home phone said the wireless folks got some wires crossed, but he fixed them. When he left, the phone started acting up and has worked off and on since. When I called to report this, they threaten me with a service call charge to fix a problem I feel they caused. I only want to have both wireless and the phone working and pay a fair price. Why is it so difficult?

In June and July 2009, I have received bills for $280.62 and $279.31, respectively. My last name is misspelled on the bill. These bills had been forwarded by the post office because AT&T was mailing them to the old address. They are charges for the account that was supposed to be closed months ago, which was being provided service at the old address. Again, AT&T provided confirmation that we had moved from that address on December 10.

I spent hours on the phone enduring many transfers to the wrong department - including transfers through the Louisiana call centers when I input a NJ zip code: 08106, and even to companies who only sell AT&T services, and was supplied with incorrect numbers by AT&T reps. After all that, I called their customer service center 800-288-2747 for the sixth time that day - July 16. I was persistent and was finally transferred to a manager: Wayne **. I explained the circumstances, yet again. He confirmed that there was no activity on the line after we moved. He also confirmed that the account was closed as of July 6, 2009 (confirmation #: ** given on July 27) but insisted that AT&T has no record of any cancellation for my account prior and refused to credit the account.

When my wife called on my behalf today, July 27, she spoke with two people. After insisting to speak with a customer service department manager, not just a supervisor, she was transferred to Mike. He provided the following information:

Bills: January 2009 - $95.46; February 2009 - $73.59; Total - $169.05. Payments: January 2009 - $82.06; February 2009 - $95.66; Total - $177.72. Which means we over-paid by $8.67 when our account was supposed to have been closed. She also requested a log of each time we've contacted AT&T and he provided: December 10, May 21, June 25, July 2, July 13, July 16, July 17, July 27. Please note that the payment made over the phone on February 19th is not included in the list of times we've spoken with AT&T.

When my wife called back and spoke with a customer service representative (employee id: **) and explained the situation, he agreed that I should not have been billed. He said he forwarded it to their back office, to what I assume is their investigations department, and told me to send a dispute letter with contact information and a copy of the bill to: AT&T Global Imaging Center, PO Box 1828, Alpharetta, GA 30023-1828; Fax: 877-650-1439.

To sum it up, AT&T provided services to an address I didn't live at for an account I had already closed. This charge for $279.31 is not due and will not be paid.

I called on Tuesday and spoke to someone who said they would escalate the ticket, and have the field supervisor for the technician to call me. At 3 PM, Tuesday, I had heard nothing, so I called them. The recording told me it would be repaired by Friday night. It is unacceptable! I next called the 611 number again, and got the runaround to 5 different people, and since it was a DSL problem, they sent me to the DSL department. After hollering at that guy for 15 minutes, he said he could send me to the department to get it straightened out. I ended back to the same department I had originally started! 55 minutes on the phone, and I got the complete, full circle runaround! I finally got to speak with a supervisor, who said she would escalate this ticket, and have a field supervisor call me. I have heard this one before!

I didn’t receive a call from anyone yet and it’s Wednesday morning. Here is where it gets absolutely maddening! During one of the brief moments that I have DSL, I check my email. There were 2 emails from Bellsouth that state they have upgraded my DSL service to their extreme service, which is not the level of DSL service I have. The guy actually slammed me into their highest cost DSL service! I called Bellsouth again. This time, the lady told me, “we are sorry but there are no supervisors that work between the hours of 12 AM and 8 AM. I was like, “what? What do you do if you need a supervisor to make those kinds of decisions?” She had no answer. My child attends Florida Virtual Schools which is on the net, and has missed 2 days of it already.

AT& T is already putting her behind the class. I operate a lot of my business from my internet to get my business emails, and they have cost me hundreds of dollars now. Also, back in January 2009, they came into my neighborhood to allocate pairs of copper cable for their on demand service. At that time, they hosed up my phone and DSL service, and when I spoke with the tech that came to fix it, got the same 'out of good copper pairs' story. Well of course, AT& T is going to take the good available pairs for their service, and you would think a company of that size would have the resources to have installed additional copper lines into our neighborhood, since they have known and had 6 ** months! The real kick in the groin from all of this is that I am a BICSI certified telecommunications technician, and have installed many voice and data networks for the military at their bases. I have almost 19 years in the business, and have had to explain what is wrong to most of the people I talk to, including the tech who came to repair it.

After checking what I said was wrong, he agreed. I have gone so far as to tell them if they would authorize me, I would have one of my crews repair it properly for them. Now, I will have to mop up their mess again, having to call and find out how the heck they decided to upgrade me to DSL extreme without my permission or consent. Both FCC and the Public Service Commission complaints have been filed. Also (from reading other complaints), for those of you who use dial up on a voice line, I know you expect 56k, but since it is a voice line designed for analog voice transmission, they will only guarantee 9K transmission rate. I hope your problems get resolved, even though I doubt it (this is where my head explodes)!

Finally, after over two weeks (and supposedly a presidential escalation), the manager overrode the system to allow for my U-Verse to come in on a standalone line and billed to my home address and my business DSL/phone to be billed to my company based in CA. After 3 cancelled account #s and hours of time back and forth with the manager, technicians, etc., they even offered me an upgraded package for my trouble. All worked great and I was a pleased customer to have my business services up and running, not to mention I actually liked the U-Verse TV, but of course something happened yet again. About a week later, I received a final bill for one of the accounts that was supposed to have been cancelled at no charge. When I called customer service to clear it up, the agent that I spoke with told me that she cleared the charge and the account has been closed properly. Later that evening, I sat down to watch TV and to my surprise, it wasn't working. I called tech support to find out if service was down in my area and was told that my account was cancelled as of earlier that day. I explained to him that I didn't authorize the cancellation of that particular account # and that I had actually called in about a completely different account, but there was nothing he could do. I couldn't call customer service back because, of course, it was after hours.

The next day, I called customer service and asked them to reinstate my account that their agent had cancelled without my authorization. Once again, I was told over and over again that if they reinstate my U-Verse account, it will cancel my business services because I can not have both services coming into the same address. I tried explaining to them that they were running on two separate lines already for over a week and everything was fine until their agent cancelled the order, but once again I was transferred, hung up on, and promised a call back. It didn't happen. I've been in touch with the technicians that installed the service and they've all explained to me that from a technical standpoint, it can be done; the problem is their customer service software/system isn't set up to bill different services separately. I keep being told that company policy is that U-Verse can't be installed if a customer has DSL service already from another provider (even if the other provider is AT&T business). I don't understand why they promised me the services, but won't continue to honor that promise. I told them that I didn't cancel the order; their agent did in error. Therefore, if they could override the system before, they should be able to do it again to remedy the situation, especially since both services were up and running with no issues for just over a week before this last incident with yet another AT&T user error!

Their company "policy" stating that there's a conflict with the service just seems to be a ploy on the U-Verse side to force customers to sign up for U-Verse DSL even if they really don't want it! And even though a standalone system is a plausible and workable option for those that need to keep their AT&T business class services separate. I'm now going on my 2nd week of no TV services at all because since I was promised by several managers that they would make it happen for me, I cancelled my Comcast service. Now Comcast says they will have to charge me installation fees again (per room, I might add) and I won't qualify for any special promotions for 90 days since I was currently under one before I cancelled. In the meantime, AT&T has pretty much given me the attitude of, "Oh well, sorry about your luck." They were providing me upgraded U-Verse services to make up for all the issues and loss of DSL services, but now that the U-Verse was erroneously cancelled and they refuse to override to allow both again, they're not offering me any compensation for all the trouble this has caused. Since they have such little regard to provide excellent (or even good for that matter) customer service, I'm now researching alternatives to take my business class services elsewhere as I no longer want to do business with AT&T at all.

I was not convinced, so I asked him to put it writing. The gentleman wrote on the paper: No obligation, no contract, no contract fees. On the back of the paper, he wrote that my monthly bill would be $25 for telephone, $25 for the fiber optic internet, and $49 for the TV service. At any time within the 30 days, if I decided to disconnect the TV service, my total bill would be $50. I asked if he was sure, because I did not need any new charges. He assured me that total bill would be $50, and I would keep the new modem which is better and faster.

One week later after installation, I was not happy with the service. Besides, I lost my job, so I was trying to trim my expenses. I called AT&T and requested a disconnect, and asked to go back to the old service I had. After being transferred 6 times from one rep to another, I was told that it had been taken care of, and I needed to take the equipment to the nearest US for return, which I did and there was no problem returning the box. Three days later, I received a letter from AT&T stating "We apologize, we have determined that fiber optic does not exist in your area, return any equipment they installed or you will be charged for it." I called them and they said that they just realized that there was no fiber optic capabilities in my area, not to worry about any equipment because there were none to begin with.

I received my monthly bill which reflected an extra $40.85 for prorating of services? I called AT&T and explained that first of all, it was supposed to be 30 days free trial which did not last but for 3 days before I disconnected. Second, there is no Fiber Optic service in my area as originally promised. After talking to the representative for 20 minutes, all she had to say was she was sorry, but she could not credit any money for my account because first she tried to say that the original date the salesman dated the request was 1 month prior, regardless of the start of the service.

I asked to speak to a manager. A gentle man Graig ** introduced himself as the manager, answered very improperly. First, when I started by saying "Let me give you an idea of what is going on," he replied, "I already know what is going on; I am sorry you misunderstood our service, but there was nothing I can do about it." I said, "That is not right. Your salesman promised something in writing, and you are not honoring it." He replied, "You have every right to feel that way, but in order to receive your money back, you should have disconnected all the services, not partial ones."

I explained that what was requested was to go back to the original service I had before this mess. He replied, "I can see that but AT&T and U-verse are two different things!" Then he kept repeating, "I am sorry you feel cheated, I would too, but there is nothing I can about that." I asked to speak to someone higher. The response was "This is not an appeal court; I am the highest here." I asked where in the contract they gave me it says that I have to disconnect all three services, even though it was handwritten by their salesman that if I disconnected the U-verse, they would bill me a total of $50 and other fees. Then I offered to fax a copy of the contract to him. The response came as "Even if you fax it, it wouldn't do you any good, because I cannot point out where it says that you have to disconnect all the service. I just know that, and what you have is not a contract; it is only a terms of agreement. I am sorry, but then we are going in circles and we will not get anywhere. Have a good day."

The amazing thing is that after they do all that to you, they ask you if there was anything they can help you with! I do believe that the promise they make to customers is completely different than their practice. If they did it to me, I can only imagine how many other customers they did it to. I hope that other people do not fall for their empty promises and end up paying for services they never used.

How an AT&T company employee could arbitrarily disconnect your phone number, the one that you and everyone you know have had for over 10 years, and just shrug it off as if it is nothing is beyond my level of understanding. I guess the moral is, assume that anyone working for AT&T is a complete imbecile, and maybe you will think twice about willingly doing business with them.

Just yesterday, two people at AT&T told me the same thing that I could keep my email address and use with whatever internet service I want. Then they said the only refund I could get was $42 which was 60 days of service. This is not correct. They may very well cause me to lose my court case and cause me to have more problems with the IRS. They said there is nothing they can do about my email folders. They purged them from the system. I am really upset at AT&T.

I called back into customer service and they told me the order was not submitted correctly, so they would have to do it again. I would have to wait more than a week, again. So the next date arrives, and no tech! I canceled my account. I don't know what I'm going to do, probably get cable internet. I will probably have to pay a lot more for it. I really don't care at this point. AT&T has zero regard for their customers. They can only get away with it because they have a pseudo-monopoly. So much for the free market.

When I received my bill this month (Jan. 2009), I noticed there was a Convenience Fee of $5. I called the number on my bill for billing inquiries and after being transferred three times because I'm AT&T U-verse and not AT&T, I finally received an agent on the line. She informed me the fee was for paying with my check card over the phone. I told her that I have always been paying over the phone because I was unable to log on to the website (and also was doing paperless billing). I was informed that the fee was reinstated before and not enforced and a disclaimer had been read to me before I made my payment. She also told me all the phone calls were recorded and though she was not on the phone with me, they say I made my payment, all agents were required by federal law to read the scripts.

I know though, that if I had been told I would have to pay a $5 fee to pay my bill, I never would have paid over the phone. Outrageous!

Last week, I received a bill in the amount of $387.08 for repair on 11/15/08, ticket number **. You can imagine my shock. I called AT&T on 12/30/08, was transferred around, spoke to four different people and was finally told that a note would be made to my account and a hold placed on that amount until it was resolved, and that someone would contact me within 24 hours. Today, 1/7/09, eight days later, I called AT&T and spent more than two hours on the phone, spoke to four more people (two of them twice) and still have not gotten anywhere. I was told again that they would note my account. Dan, the supervisor, had me transferred to technical support to see if they could tell me about the charge but technical support told me I should speak to customer service, and of course, they are the ones who transferred me. I have gotten the runaround from AT&T. I asked several times of several people how to file a formal complaint and only today got a phone number. But when I called it (800-222-0300), the recording said it was for telephone lines and would not take my DSL account number.

I have lost over 50 email addresses of clients, friends as well as my familys military email address whom happen to be over seas in Irak. I have no way of contacting them nor them contacting me. I contacted ATT in which I was told that customer service is important to them however, they could not assist me in getting my email addresses back. Surely if [they] can revoke a password, [they] can at least rest a password and give me 24 hrs to get my addresses and get out.

I have clients, friends and family over seas that I can no longer get in touch with because I don't have an email address for them. I just want my email addresses back.

I refuse to pay so now i have no phone and DSL will probably go soon. I have ran an ad with that phone number so no i have to try and find another DSL. I can not get any calls so i am loosing buisness.

I have attempted to try to find who I need to speak with. The Engineers has been the answer but no one knows how to contact the engineers. A repair person came to my residence and stated that our lines were old and that the age of the lines would not allow any more speed. I have looked into Sat. Internet, but will have to sign a contract for several years at approximately $99.00 per month with a equipment purchase of approximately $400.00. What a shame it would be for me to invest into sat. hook-up only to have DSL available in the near future. Who do I contact to find out if there are any plans for our area.

HD signals were an extra cost option, including the ones available over the air, that AT&T filters out of the local channels. These were not even included in the trial period. In order to get my current service level, I would have had to pay at least $125 plus fees and taxes. The system was difficult and tedious to use due to the poor, sluggish menu system and control features.

I canceled the system within two weeks assuming that since I was well within the free trial period. I was sent a box in which to pack the equipment and was required to drop off the box at a UPS shipping office. I received a bill for prorated internet charges for 13.34. Apparently, the on month free offer did not include internet service, which was not stated anywhere. Of course, the $200 gift card was only available if you accepted the system. After accessing the rewards center web site, the actual reward offered was $100 not the $200 stated.

This is not the first time that this type of problem has occured. It appears to me that only one person can address one particular issue, or that they do not know how to handle it and simply transfer to (hopefully) somebody that can, thus they handled it, next phone call. I finally spoke with somebody that gave me the web site to file a complaint, it turns out that that web site could not be found or recognized. Any help that you could provide in this matter would be greatly appreciated. The one thing that they did do was credit 14.95 for my time and trouble to my account. While I did appreciate the money, the problem still exists.

I spent over 75 minutes on the phone dealing with 3 issues on my phone bill,along with the aggravation and increased blood pressure in dealing with these incompetant ways of customer service.

On September 19, I received an email message from AT&T entitled "Reminder On Usage Charges for 800# or 888# Dial-In Access". It explained that I was being charged .10 per minute for my internet usage. I checked my account information and was surprised and dismayed to learn that as I had been using the internet since 9/2 on a fairly frequent basis, I was now facing a bill for $514.15 in extra charges.

I called the billing department twice that day. I spoke with "Russell" and "Anna". I explained the situation to both of them but was told there was nothing that could be done to help me. I was told I would have to pay the extra charges because I received a "pop-up" message when I entered the 800# and should have known about the extra charges. I explained to them that neither I nor the person who was helping me set the new computer up recalled receiving such a message and that had either of us noticed one, I would never have opted to pay ten cents per minute rather than the $16.95 per month I'd been paying for unlimited dial-up service for years!

As my call to Anna ended, she asked me if I had any additional questions. I did but she was not able to answer my question adequately so I wrote a complaint letter to At&T. I sent the letter in November but have never received any reponse from AT&T. My question was: AT&T is obviously aware that misunderstandings occur regarding the use of its 800 and 888 access numbers. Apparently, there have been enough misunderstandings to prompt the company to put certain procedures in place to warn its customers when such a mistake has been made. A message is sent via email and, as I discovered on September 26 and again on October 2, AT&T also has the ability to call my home to leave an automated message on my answering machine warning me that my account has incurred charges "above $100.00" as a result of using an 800 access number. While I appreciate the fact that AT&T sent these reminders so I could correct the mistake before the charges went into the thousands of dollars, I still have to question the timing involved.

Obviously, AT&T tracks my account closely enough to know that I am using an 800 access number and that I have incurred charges of "at least $100.00". Why is it AT&T waited until the charges were well over $500.00 before sending a "reminder" message and making courtesy calls? Why was I not notified immediately - before my bill was as high as it was? (Or even when it reached $100.10?) I received the email message 17 days after I began to use the incorrect access number and I received the first courtesy call almost a month after I started using the 800 number-- after I had already corrected the mistake. It would seem to me that if AT&T has the capability of sending these messages at all, they also have the capability of setting time, date and dollar amount parameters as well. If they are truly dedicated to serving their customers, it would seem they would use the technology available to them to "remind" customers of the 800 access # policy in a more timely manner.

I understand I may have made a mistake in using the 800 access number however I feel it is an easy mistake to make given that 800 numbers are generally toll free - and obviously AT&T knows that or it wouldn't have the system in place to contact customers that it does. Once I became aware of the mistake, I corrected it immediately. Had I received AT&T's "reminders" as soon as I started using the 800 access number, I would have felt grateful for their customer care and I would have been happy to take my lumps and pay the relatively small charge incurred at that point.

Instead, I feel angry and resentful that AT&T waited until I had racked up $545.15 in extra charges before notifying me of a potential problem. To make matters worse, in addition to the per minute charge they billed me for, they also charged me the regular $16.95 for the unlimited service I was already signed up for! Seems to me, it should be an either/or situation -- not both!

As a long term customer of over 20 years, I had been very happy with the long distance telephone and Internet service I received and had no intention of ever leaving AT&T. In fact, I had been considering upgrading the services I was receiving until this situation happened. The situation truly upset me, however, and caused me to rethink my loyalty to AT&T. When I failed to hear from AT&T in response to my letter, I eventually cancelled my service and switched to Verizon. AT&T won't miss my business but I feel better switching from a company that obviously doesn't care enough about its customers to acknowledge a complaint or address concerns regarding a practice that really does take unfair advantage of its customers.

As far as the economic damage to me is concerned, although it probably seems like a small amount of money to such a large company, it was a huge amount of money for me to lose! It could have gone a long way toward paying for much needed services for my children - one of whom is on the Autism spectrum and another who has a learning disability - or toward any number of household bills, mortgage and potential heating costs this coming winter. Heck, it could have gone into upgraded internet service through AT&T instead of Verizon for that matter! Although I'm sure AT&T has the law behind it and there is no legal remedy for my complaint, it seems like an unfair practice to me. Most people are used to 800 #s being toll free.

Providing an 800# as an access number that will result in a .10 per minute charge for internet access is just asking for mistakes, like the one I made, to happen. Waiting 2 weeks to warn a customer after they make that mistake is one way for a telephone company to make some easy money but it's wrong to take advantage of consumers this way. Charging customers who have made the mistake both "by the minute" and through the unlimited monthly services they're signed up for is even more wrong! The consumer is being charged twice for the same service. I don't expect there's anything in this but a very valuable lesson for me but I'd love to see consumer lawyers looking at this and trying to change the law for consumers in general.

On Monday morning,8/4/08, I called customer service to see why I had been disconnected. I was told because I changed from business to residential my DSL had to be disconnected. I was never told this would happen. So I placed another order for DSL, I was told it would be 7 days before my service could restored. I asked for this to be expedited because I work from home and my work depends on me being able to connect to the internet.

I have been given the run around from multiple departments at AT&T/Bellsouth. I did not ask for my service to be interupted, my bill has always been paid on time. The point is they turned off my service without telling me and for no good reason and have been very unhelpful in getting it restored. I am still not sure when my service will be activated again.

The cost of having the service re-activated.

however, if I had the means and the connections, I would sue this company for false advertising and promises made by their sales staff that were lies. Even the techs that have come to the house have made comments about there being a lot of technical issues and having found out that people are very angry because they were promised one thing and another only to find out that it's like going back to the beginning of cable. If anyone out there is filing a lawsuit, I would be more than happy to add my 2cents to it.

In the future, this may be a good move for AT&T, however, as soon as I can reach the company...which seems unlikely as I have been on hold for 20 minutes and still holding due to a higher than normal flow of calls. I got in after the first time in 10 minutes but was hung up on. If I did this in my business, I would lose everything I have. I want Dish back because it works. Thanks for the opportunity to vent from a very angry and aggravated customer in OK.

Here's the scene: I'm sitting in my 800sq. ft. loft not 20 feet from the door. In fact I can SEE the door from the futon where I'm reading my book. I can hear (HEAR) people walking the halls because their is such low sound insulation in the interior walls and the loft ceiling is large so any minute sound echos. All of a sudden I hear a quick "ffppp", look over towards the door (WHICH WAS UNLOCKED!) only to see a brochure being slipped under. It didn't take more than 10 seconds for me to get to the door, open it, and the tech support guy was already down the elevator or past a corner down the hall. I look down to see the AT&T brochure with a note, written in sharpie, "No Acess You must resh appt."

So this [tech] took the time to write in broken English but was too lazy to try the knob or EVEN KNOCK! I waited two weeks for a repairman and some idiot slips his note, slides down the elevator and runs away. I certainly didn't let him go without a chase and after catching the return elevator (which wasn't long as I'm only on the second floor) I couldn't even see him outside on the sidewalk (which was nearly empty at 5pm). So [he] must've had better things to do than his job and even took it upon himself to flee without being caught.

I have never been so mad at a "professional" organization than I am now! 2 weeks since internet activation without internet. 2 weeks with tech support. Hours lost on the phone. Countless trouble tickets, most of which conveniently vanish. A repairman who has the nerve of scamming me $20 in prepaid Tracfone minutes lost with tech support, now I have no cell phone. I can't think of any reason to use AT&T for anything!

I have moved over 600 miles away from home for the first time in my life. I have not been able to keep in contact with friends and family because AT&T has not, nor made any actual attempt to get my internet working. I have spent over $30 on prepaid TracFone cellphone minutes trying to contact tech support only to have them wasted while being put on hold for hours on end. I now have no phone, no internet, nor any way to communicate. AT&T has made my life a living hell!

Their advertising on our local channels specificly says we do not have to change phone service. When I asked why DSL service was avaialable for At&t and not me they hung up.

Only access to internet is dial up conection

I know that at&t dsl service is available 4 blocks down the road. and I want to know why I have been lied to since 2005 and still no dsl service. and on top of it to upset me more. they offer me a air card 3 times higher in price, than the regular dsl that I was told exsisted in my area before I moved. I want to know when DSL will be available at my home, so I can decide weather I will contiune service with at&t. cause other than high speed service. I have no other use for a land line phone. I use my cell for all calling purposes... local and long distance.

I am not the only customer in my area that has been given this same information. that dsl was here at our home locations.

After almost four weeks of complaining to AT&T and the Public Service Commission I received an email from AT&T. They claim that my lie is a voice line and not a data line. They suggested I subscribe to their higher-cost DSL service. It is the same line I had with Bell South, and AT&T should provide equivalent service. AT&T is notorious for abusing their monopoly; that's why it was broken up to begin with.