AT&T Internet Reviews

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.

I have spent more than $75 of my time trying to get a rebate for something I would not have purchased if it had not had the rebate. In addition, my time, postage, copying expense, ink cartridge printing expense, etc.

I did what was said and pressed option 1. I received an message that they were closed and their hours were Monday-Friday 8am-8pm. I tried several times and went through all the other options thinking that I had done something wrong, they were clearly closed. I called again on Sunday after the help Bellsouth website (Hatal) said they were open 24-7 and again the same thing they were closed. I finally called today 5-1-06 at about 9:30 am and spoke with someone who finally said that I have no service because they never fixed what was wrong by the 27th like they said. When I asked him about no one being available like their advertising says He said that technical assistance is available 24-7 at the 888 number. He also said someone should have contacted me to let me know that the date for my service was changed a third time to after May 12th.

My complaint is that Bellsouth does not care about their customers and lie in their advertisements and to top it off you can not speak with anyone with any authority about it.

I counted on those gift cards. I relied on what the BellSouth representative told me. She knew I was taking contemporaneous notes of our conversation, and several times I asked for clarification of what she had said and everything was confirmed. I'm more than angry. I relied on their representative to my detriment. No one at BellSouth cares to take responsibility for her actions, nor are they willing to help me.

I have a VERY GOOD feeling that my stepmother, 84, is not the only one being charged for such a service! How much $$$ are they collecting from good citizens who are on a monthly income? I don't know what,if anything can be done about this. But, I would surely like to let the public aware of such overcharges. Especially to the vunerable victims.

I have spent 15 man hours in the switch to BellSouth DSL and still can not send e-mail via BellSouth when not at home. My bill went up rather than down. I want BellSouth to honor the sales agreement that I have the written notes for on the back of the work order.

7/26 Contacted AT&T; Broadband by e-mail and phone. Went through their standard troubleshooting procedures to agree that the problem was outside (we had a bad electrical storm on Wednesday night). They scheduled a repairman for Saturday between 8 and 11.

7/28 Called and also went onto the internet with AT&T; when no one had shown up by 11:00am. I missed an appointment to stick around, and a service man finally arrived. He replaced the modem with a newer model. He confirmed that the problem was outside, but he couldn't fix it. He made a call and told me someone would be here on Sunday to fix the problem.

7/30 An AT&T; serviceman showed up at around 9 am. He asked about my cable modem, and I told him it had been replaced and the problem was outside. He said he did not handle outside problems, but replaced the "faceplate" anyway and said it should work. He was gone before I could tell him it still didn't work.

Opened a chat on the Internet. After 20 minutes on-line, "Bradley" said "Unfortunately the tool to schedule a truck roll isn't operating correctly. Can you please chat back with another agent or call us. I apologize for the inconvenience." I opened another chat session and made a phone call at the same time. The person on the phone said someone would be here on Tuesday between 8 and 5.

7/31 No one showed up. I called around 3:50 PM and was told the service order was still open, and to call back after 5 if no one showed by then. Called back around 5:50 pm. The service order was still open, but dispatch was closed. Stayed on the phone for more than an hour. Asked for an escalation. Spoke to Brian (a manager?). He called me back around 9 pm to say the case was escalated and a truck would be here the next day to escalate signal levels and do serious outside work between 8 and 5.

8/1 No one showed up. After 40 minutes on the internet chat line, and having asked for an escalation, I was told "the kind of work order that is on the account here won't show up on our database for the work they will do on it, you actually need to call into the local office to get information on that" "My manager says he's still willing to talk to you about the issue, though he won't be able to get information on it." So I made a phone call at 5:50. Was escalated to someone named Jeff B. in customer relations. He PROMISED to get back to me that same evening, and said he would take care of it.

I haven't heard a word since. I was told there is an AT& T policy against giving out last names, so no one is accountable and one has to start over each time a contact is made. I have internet logs of all of the internet conversations -- they are so ludicrous they would be funny if I wasn't so mad. Since cable modem service is not regulated, I don't know if a government entity can intervene, but it seems like a consumer should have some type of recourse. I do not want to waste my time contacting AT&T; Broadband again -- they are completely inept, don't follow up on anything, make misleading statements, and waste an inordinate amount of my time on what should be a simple repair.

The frustration of having to wait on hold so long. I had other things that I needed to be doing while waiting. Late at night I was tired and just wanted to go to bed. I do not want to be have to wait on hold for long periods of time every time I have to contact them.

The issue was finally (somewhat) resolved in mid-May, 2000, when @Home had to cancel our accounts, and rebuild them as "new" accounts. They had to rebuild the accounts FIVE times prior to getting them correct. Yet, when they rebuilt our accounts, our email was non functional. In addition, we were promised two months credit from @Home for the verified "down" and "connectivity problem" times. When I re-called AT&T; @Home, I was told the only credit we were due was a "installation fee waiver" for the "new accounts," although the accounts were NOT new.

Five days later, rather than credit my account, they charged my account for the regular monthly fees. This credit card is used ONLY for AT&T; @Home. Within days of service, the card was fraudulently used, via the internet, for $50 in purchases. After speaking, today, with "Spencer #57420" in the @Home, offices in Murray, Utah, I have been promised credit for the months of service problems, and that credit is to be issued directly to my credit card. I guess will just have to wait and see.