AT&T Internet Reviews

The man I spoke to sounded confused and kept saying he didn't have all the notations on my account because I had ordered online, but he eventually told me that the tech was busy with other orders and he would probably be out within 2 hours or so. This sounded like he was just guessing, so I asked him if he could have the tech call me and give me a firmer estimate for when he would be there. He said he would make a notation for the tech to call. By 1:30, I still hadn't heard anything, so I called back. I was on hold for about 20 minutes and finally got in touch with a woman who told me that actually, my order was never properly processed in their system and thus a tech had never been scheduled to come to my house, despite the fact that I'd received an email confirming my appointment and telling me to be at home. She said they would need to re-process the order and schedule someone to come out, and the earliest available time was 2 weeks away.

I obviously had several questions about this, and she told me she'd need to go speak with someone to confirm some of the information and wanted to put me on hold. By that time, it was almost 5 minutes to 2, and I told her I needed to be on a conference call for work at 2, and that she could put me on hold as long as she got back to me before that. She said she would and placed me on hold. She didn't come back on the line for at least 10 minutes (I called in to my conference on another phone) so I eventually hung up. After my work conference, I called again, and this time spoke to another man. I explained what had happened to that point, and he confirmed that my installation had never been scheduled and that I'd need to get a new appointment. I let him know I wasn't happy with the situation, and he said, "I understand. Here's what I can do for you..." and the line went dead.

My AT&T cell service had experienced a hiccup and dropped the call. I called back again and spoke to another woman and explained what had happened. She again reiterated that I'd need a new appointment. When I pressed her to explain how this had happened, she transferred me to a man in the customer care department. I first made sure that he had my cell number in case the call dropped so he could call me back, and then re-explained the situation to him.

He apologized and said that the installation hadn't been scheduled because the account order was somehow internally incomplete and thus had been placed on hold, even though my order had been placed correctly online and was complete from that side. He couldn't explain how that happened or why there was no follow-up from their side to complete whatever was needed (which turned out to apparently take no more than a click from their side -- it was completed in an instant while we talked) until I called to complain. He said the only thing he could do for me would be to put me on a priority list for installation, and that it could be set up for no later than Thursday (I called on a Monday) but hopefully could be done as early as Tuesday. To do that, he would have to call the installation department and speak with someone there, so he asked if he could call me back "in less than an hour."

I agreed but first got his name and his identification number so that in case I was unable to answer, I would be able to call back in and get in touch with him. He said I couldn't use the ID number to get him directly, but that I could give it to someone who could then pass a message to him to have him call me back. After 2 hours, he still hadn't called back, so I called in again to the customer care department.

I got in touch with a woman there and explained yet again what had happened, and that I was waiting on a call to get an update on my priority installation. She asked who I had spoken to and what his ID number was. I told her the info I'd been given, and she said, no, there's no such info on my account. She told me that as soon as the customer care rep opens my account, the system automatically makes a notation that he has done so, so unless he'd never opened my account, it didn't happen. She also said that she didn't understand why the first person I'd spoken with told me that the service tech was busy and would come to my house later in the day, as he should have been able to see that no service was scheduled. She said the only thing she could do would be to try to re-schedule my appointment, but that she'd have to call the service department, and she would need to call me back. I told her that was the same thing the previous guy had told me, and she agreed that was probably true and again apologized, but said that was all she could do.

By that point, I couldn't really believe anything they told me or have any hope of confidence in the level of service I would get if I proceeded with the installation (assuming it was ever scheduled), so I asked her to cancel the order. That was the only part of the day that actually went smoothly, as it took her only a few seconds to do. In the end, I wasted almost an entire workday due to their screw-ups, and I have nothing to show for it, other than this semi-cathartic rant.

AT&T: "call us at 630 am and we will tell you an exact time." US: called at 630 am on a Saturday. AT&T: "They will be there today between 8 and 5." US: called at 5:30 the ticket was cancelled because your service was fixed on Friday. US: What ** we have not had internet or tv since Tuesday. AT&T: "Are you sure? Oh well, we have scheduled tech to show up between 4 and 8 pm on Sunday." US: called back to double check schedule. AT&T: "Nothing is scheduled for service and you can't get upset with us, we don't have enough technicians." WOW. US: Called customer retention: AT&T: "I am sorry if you feel like you need to leave but there is nothing I can do."

What happened to customer service and accountability. And I really would like to speak to someone in America.

A T & T contacted us by phone the evening of 06/27/2014 to let us know that, not only was the installation delayed, there was no idea when (if?) it could be rescheduled. After nearly an hour on the phone talking to three people, we found that there was no signal to our house (many of our close neighbors already have A T & T) and to start "building" whatever was required for the signal could take a very long time - perhaps weeks, but no one could even give us an approximate idea. Why we weren't contacted sooner is a mystery, and an insult. It seems that A T & T, after years of pursuing our business from another cable company, even canvassing door to door, and weekly mailings, brochures and enticements, they couldn't even get the service to our house, even though our house has been equipped for cable service through another company for 17 years. A T & T should not have offered services that they could not deliver, and at the least should have let us know sooner that the scheduled installation would not happen so we could plan accordingly.

I connected it but it didn't work right out of the box! I tried rebooting it several times but, it wouldn't recognize the network. I call AT&T support and the incompetent out of the country individual that took the call could'n do anymore than my 5 year old. He said that he needed to send a tech to manually set it up even though it's supposed to be new and work as soon as it is connected to the system. I had no choice but to pick a time window for the tech appointment next day between 4 and 8 pm for the tech to arrive. So, I had to pick my children up early from daycare as I would have to be glued to my house waiting for the tech in addition to not been able to do other errands I needed to do before 8 pm. Well, almost 7:30 pm and no signs of the tech so I decided to get online and open up a chat with a csr cause I hate talking to them overly apologetic careless morons.

I was told to hold on the chat while he looks up my account notes and after a while he said that they needed to reschedule my tech appointment to the next day between 12 and 4 pm or 4 and 8 pm. No reason given why the irresponsible tech did not showed up. I can't express enough my level of frustration not been able to yell at the right person for their incompetence. I told the guy all I had to do just to wait for the tech not to show up let alone that more games were going to be missed since I could not record them. He said that his supervisor was willing to offer me a $15 credit on my next bill RIDICULOUS AND INSULTING!! I told the csr that I make over $30 an hour and I gave my daycare provider $30 for free by taking my children out early so I could be here waiting. I ask to talk to his supervisor. I was told that he would call me on the phone as soon as we ended the online chat.

In the meantime I had no choice again but to pick a new time window for the next day so, I pick the same time 4 to 8 pm. I was so upset that I decided not to talk to the supervisor that night and instead talk to a manager in the morning. The next day which happens to be yesterday, I called ATT on the phone around 5 pm to check on the tech's arrival status at my house. I was told that he was on his way to my place and that they will keep an eye on his where a bouts and keep me posted. I ask to talk to a manager to discuss all the non- sense over the last few days but I was told they were all unavailable and that I will get a call back. Unbelievably the manager never called and the tech never showed up again 2 nights in a row!! Till this very time as I'm writing this review no one has got the courtesy to follow up with a phone call or email about the service call.

I am beyond disappointed and hungry to the point that I don't know what else to do other than dropping their service (thank god I don't have a contract with the bastards! ) The problem is that my choices are limited to either time Warner or them, or satellite. I wish we had Cox in this area. I never had any issues with them when I lived in their service territory. At&t used to have customer service 4 years ago when they first came out with Uverse cause they wanted to sign up as many customers as they could. Now that they have millions they don't give a rat's ass about losing a couple here and there. There should be some kind of law that protects customers against giant companies like them and hold them responsible for monetary and emotional damages.

I love to research and check out everything prior to making a purchase so I am impressed. I had years of issues with Time Warner Cable and satellite provider reception was poor. AT&T reception has been great. The whole home DVR has been exceptional. Compared to other experiences with providers, I can only say positive things about AT&T.

Now to search for a new cell service. I was actually trying to get tech help tonight and the call was dropped... And when I did get a tech, he said service was out in my area and that would send someone to address it at 0700 tomorrow. WHAT? I'm done.... Beware.

Today june 24th, I called to check on status and the automated machine stated that it was complete. I spoke with a csr and was told that outside tech will be coming today and maybe complete in a couple of days. I told him I wanted to cancel the installation. Transferring me, I was on hold for 5 minutes. I hung up and called again. The csr I spoke with asked why I was cancelling. I told her the whole story. She then informed me that my installation date was moved to july 8th. I told her I will not be waiting that long for service. She stated that was the soonest appointment. I read these complaints yesterday and was really doubting signing up with ATT. I am glad someone was looking out for me.

He wouldn't do anything else for me, and so Nothing happened, except for run arounds, and I hung up after almost 3 hrs on the phone, where I eventually broke down and cried! In the meantime I was out of Internet, and needed it badly since I sell online and use stamps.com. So I had to buy an updated cell phone and pay $5.00 extra so I could use my cell phone to get on line with my computer. Finally After the tech came out, I find out my home phone was disconnected, and he would put a work order in. I called AT&T, explained everything, which they promised to credit me, and fix the phone line. Now it's been 3 weeks with NO home phone, and Only 78 TV channels along with internet, which that is ok! But NO 140 channels! They scam you! I called back today explaining everything to this women, then being redirected to Sales department, explaining every detail again, and again was told they would waive the $49.00 Service charge and 1 month free. "But I already had that coming to me"! He told me he didn't see anything prior waived, and I told him that wasn't fair!

And I'm not even getting my 140 channels, as well as NO phone service. He kept trying to get me on more channels and to pay more, and wouldn't acknowledge that I only had 79 channels, where I was guaranteed 140 channels! I was so upset explaining everything again, saying I was out of phone service for 3 weeks due to them disconnecting me, and losing internet service, as well as not getting channels promised. He end up putting me on hold, while I Not knowing, talking into the air, until I figured out he disconnected me! I hung up crying in tears! There is so much more, but would take too long to write this! I feel total scammed, and lied and deceived! I would cancel them, but have to have my internet! I'm afraid to change, since I already have had some issues in the past when starting up a new service. I just don't know what to do, and wish I could sue them! They should be investigated! They deceive you, lie to you, and keep asking you the same questions over and over too, and I'm afraid to receive my first bill, but I know one thing, I'M NOT PAYING IT!

I have HBO, CINEMAX, FREE 3 days STARZ. The HBO, CINEMAX , STARZ package - WORST in my opinion packages - show other stuff that’s less as great, less series, less movies, less of everything. On my Universe Package Cable if I had the option for a U100 package channels with SyFy and USA channels. I would've gotten it rather than the U200 package required to have the two other channels. Basic movie channels but I have trial package premium movie channels for 3 months free.

The premium movie channels are not worth the cost overpriced. On my package HBO, Cinemax, they show only 4 new premium movies a month and premium series such Big Love, reruns, as are most of their other series and movies! The Uninvited, The Chronicles of Narnia and more... I think the other premium movie channels are just not any good HBO, Cinemax, are the best but overpriced for the money. The others not worth your money or time!

The agent gave me an adjustment AGAIN on my bill and told me that for the first month my charges were due to the SECRET ATT sign-up deal?? I agreed and stayed another month only to get ANOTHER HUGE bill and that was it!!! I called and cancelled. Was charged another $180.00 for cancelling and also have to pay for the last month of awful TV/Internet service... Going back to Bright House. RIP-OFF ATT/U-verse.

I have been told, they were waiting on Brighthouse to release my phone number, I have been told the system is stuck. I have been told the account shows as not installed yet in the system. I have been told that the number has not yet been activated. I have been told I would receive a phone call from various supervisors etc, in which I have not. I am being fed loads and loads of bull in order to temporarily satisfy my frustration with them. I have had enough and am trying to cancel my services now and am being transferred from person to person, basically they are trying to avoid me cancelling. I want results and I want to know how to get them without having to buy the lies they are feeding me. I have spent a combined total of 7 hours on the phone with AT&T to get the service I signed up for, this is ridiculous.

So after 5 different people and more frustration than anyone should ever have over this nonsense, due to a glitch in their system, the phone was never ported over to Uverse and has been left in some limbo land. Then during the conversation the phone line went dead and the internet turned off. Great. They told me that someone would be looking into it. I wasn't satisfied with that and asked to speak to a supervisor. Around 7-8 later she told me that they put in an order to come out tomorrow to finish the install. Do I believe that? Absolutely not. UVERSE stinks! What a scam. Couldn't get an order number from them but got the ID of the supervisor.

That's when my nightmare started and didn't end for four hours (11:00 am to 4:00 pm). The call got transferred to Manila in the Philippines. The reason I left Comcast/Infinity is because sales and their technician work have all been outsourced to the Philippines. I had a horrible experience after being a customer with Comcast, since the beginning of time and ended recently when I needed Technical Support. Now, with AT&T, I was about to relive Groundhog Day. During 4 hrs, I got to speak with three Tennessee Reps. and outsourced five. When outsourced, I got called a liar, disconnected, requested supervisor callback, transferred to a department to disconnect service, laughed at, and finally an appointment for a technician to come to our home. I pray he's not flown in from the Philippines.

The whole time I was patient and respectful, but I guess I know too much about the internet and how AT&T should treat their customers. I worked for AT&T for many years here in Jacksonville, Florida, and as an ex-employee, I am ashamed that AT&T has fallen apart and joined the rest of the major companies in the United States to outsource their customers to people that could care less about those of us that are paying their salaries. I regretfully must warn all consumers that AT&T is not being truthful in their advertising and promises they are making to get a hold on the internet/TV market. I will write a detailed letter to their Customer Complaint Office, 2085 Akard, Dallas, Texas, 75202, in hopes of making a difference. 1.) Their 18 MBPS is not constant and has a range of 15 to 18 MBPS. 2.) The Optic's is faster than other delivery modes, but only if the signal remained in optic wires from start to finish. 3.) Yes, they do outsource their business overseas, contrary to what they tell customers.

No sense in complaining as in this message and not following up with a department that might care. If not, then a least I know I gave it my best shot and then I can cancel my year's agreement for Internet/Uverse and if necessary pay the fee, which I would say is worth the lesson I've learned. AT&T is the WORST!

I have talked with a handful of their phone reps and each time they have agreed with me. Now I've gotten a dozen automated calls demanding past due fees (the only time payments were not as usual were during billing challenges which I won) and lastly for television service I'm not even using; I don't even have a TV connected to any broadcast service. I cannot afford this on SSD existence. I have only Net & telephone. Who is interested in potential class-action suit against these crooks?!

It is time to shrink AT&T again. Like in 1982, they've gotten too big/aggressive again. Prior to all of this present stuff, they bought out my long-distance tel. provider and SBC net ISP as well. How much larger is their customer base now than in 1982?! Why do millionaires have to keep ripping off average citizens?! Examine the facts on 10-3-13, $55.47... AT&T denied they received this. 11-1-13, $55.34 ... and this payment for weeks!!!! Finally ascertained payments made to original good standing acct #. They gave clean slate offer $32.67 with Charges to follow @ $39.95 on new U-verse #. I agreed & paid since.

FCC Submission from Charles ** on 05/17/2014, reference number **. Amazingly, AT&T called within 48 hours and the lady promised to cancel erroneous and misunderstood charges including late fees. My next bill was supposed to be $20 & $19.95 plus Gov't fees/taxes she said looked to be near $5 examining past bills. This amount was to be for Net and phone only (w/out 411 or long-distant calls, or previous late charges). Look at new bill - $121.56! Have last 4 bills from AT&T to see if interested.

Out of the 5 months that I had DSL, 4 of the months, we went over in usage. Now, you might say, OK, that's not too bad, but we were given 150 GBS per month. There are only 2 of us in the house (myself and my son). AT&T would give another 50 GBs, at an additional $10/month charge. At one time, I was on the phone with a technician and he stated that I had 4 additional items that was connecting into our wireless, that we did not have in our house.

So, on their recommendation (and since I was tired of getting emails saying I was over our limit), and also with them telling me that there wasn't really anything that they could do, I "upgraded" from DSL to the U-Verse internet. Supposed to be faster, more reliable, and they give 250GBs per month (let me put this in perspective, I have 5 phones that share 6 GBS a month, and we don't even come close to using 3 GBs). So, I made the switch, and actually ended up picking up their phone as well, because it was cheaper for the bundle, than just having internet.

I have now had U-Verse internet for 3 months, and I cannot keep a connection on my iPad that is in my living room. The modem is upstairs, connected to my son's computer, and he can't keep a connection on it. It's worse than the DSL. Absolutely atrocious, but calling AT&T is not going to do any good. You speak to people that you can't understand, that are not really knowledgeable in technical support (you can hear them turning the pages in their manuals). Frustration!! If I didn't need to have internet, I wouldn't.

I scheduled to have my services shut off on December 2, 2008 and they didn't shut my services off until December 26, 2008. They charged me for those days and then they charged me late fees. It is now 2014 and they are still dinging my credit report and still have me in collections! I have tried to take care of this on several occasions. I REFUSE to pay the money. This is by far the worst company. I can't believe they would do this to a deployed service member!

I called and was told they can take off 99.00 dollars leaving me a balance of 79.18 so I told agent I wanted to cancel the internet. She then said I was under a contract. I told her to play the recording back to me because I was never told about a contract. This was on June 5, 2014. I come home June 7, 2014, the cable and internet is off. They waited until the weekend to do such a underhanded act overcharging me. My conversation was recorded and I'm going to take this as far up the ladder as possible.

Just switching from the Bright House router to the AT&T router messed up my Xbox wireless connection (I have the later generation Xbox with the built-in wireless) and we had to change a bunch of settings and do a bunch of troubleshooting to get it to connect to Xbox Live again. I tried to watch a movie today on Xbox video and it said my internet connection was too slow to stream an HD movie. So then I tried to stream an SD move and GUESS WHAT, it's too slow for that too! This prompted me to do a speed test. I am getting 29 Mbps on my hard-lined computer and 18 MBPS ON MY LAPTOP. 18?! 18!!!! Not to mention when we called to get our Visa gift card (because obviously they don't just send out money unless you ** about it), they SWORE we chose the TV reward instead of the gift card.

WE NEVER RECEIVED A TV. Seriously. As soon as our contract is up I'm going back to Bright House and I'm sorry I ever switched. I always had more than 78 Mbps with Bright House (I paid more for it) but never did I get less than what I paid for. I should have known better because I hated their customer service when I switched to AT&T wireless for a brief period of time. DO NOT TRUST AT&T.

One would think a company that provides communications would specialize in having an infrastructure that would excel against other corporations; one that would be able to connect to other departments in a sophisticated manner. Not AT&T. Their whole system was down when I called and they couldn't even drum up yesterday's notes and complaints I submitted. "We can only see that the tech was scheduled to be at your house and that's It". Can anyone recommend a decent ISP? This 12 year customer is done....

We scheduled the install. I asked what I would need to do when I received a bill for cancellation fees he said contact them back. As soon as I received the final bill from Direct tv I contacted AT@T. I was informed there were no notes on my account order of any fees being paid over $150 and that is all I would be receiving. I told the rep I wanted it escalated and I wanted someone to listen to the recording. I was told this would happen and I would need to call back a few days later to find out what the status was. I did and was told I would only receive the $150 Visa card. I was told when I asked to hear the recording I would have to file a case. I asked to speak to a manager and was punished by an extensive wait time. I did get to talk with a rep who was very sweet and really wanted to help but her hands were tied. She said she would have her manager call me back. He did and left a voice message saying he was referring my complaint to the original sales reps supervisor. I have not had any resolution and paid the cancellation fees to Direct tv myself. I am very unhappy with Uverse and don't want anyone else to be a victim of the lies!!!

On Monday afternoon, I called to make an appointment for a tech and was told no one could come out until Friday! On Friday, the tech was supposed to call me but no one ever called. I called the service center and was told the tech came out but no one was home! It's now been over a week since my Uverse stopped working and the next appointment is Tuesday. They don't seem too concerned that one of their subscribers is without service for over a week!!!! I asked for an earlier appointment but no one seems to be able to manage that. It's been escalated by everyone I talk to. I asked to speak to a manager and that did no good. The final straw was when I got a call Sunday from someone at Uverse asking me if my service call went well and if I was satisfied with the service!!!! You can imagine what I had to say about that. They hung up in my ear! This is the only thing available where I live and I guess they know that and they think they can treat their customers so badly because they know they are the only providers in my area. I hate UVerse!

We were billed an additional 158 dollars on our bill for non returned equipment. The second technician failed to notify AT&T that he picked up our old equipment and installed new cable boxes. My bill jumped from $112 a month to 308 dollars. I was in shock. Six phone calls later and two months and I still do not know if my bill is straight. Bottom line. Get rid of AT&T and their !@#$%^ service. Worst customer experience I have had in my entire life. I would definitely fire the Manager in charge of customer service and the entire staff. This BS must be stop. Tell AT&T to pound salt. Switch to dish service. Tell all your friends and family to post on facebook, tweeter, etc about our experience. Forward this post to online video links. Never again.

When I get this straightened out, I'm switching back to Comcast or DirecTV and I'm also switching my cellular service (which I also pay $200 monthly). I refuse to ever do business with AT&T again!! They are a bunch of Con-Artist and will rip you off!!! I'm definitely reporting this to the Better Business Bureau! How can the same order receipt be able to send out someone to install the service, and send me a letter through the mail acknowledging auto pay but can't provide me with the offer that I signed up for or the $250 gift card!!! I should not have to keep calling spending hours on the phone trying to get this issue resolved!!!

Called again. This call only took about 30 minutes to get through to a customer service rep. They informed me that they didn't have repair service the next day, but promised to be there the day after that - sometime between 8 a.m. and 8 p.m.! We waited all day. The repair service never showed up. Lied to again. Called again. This call took about 45 minutes to get through to a customer service rep. They promised that the repair service would be there the NEXT day, before 5:00. They never showed up. Lied to again. Called again. This call took about 30 minutes to get through. The customer service rep said they would be there "first thing this morning". They didn't show up. Lied to again. Called again. Wasted another 30 minutes waiting on the phone. Now I've been promised they would get there before 1:00. Pretty sure I've been lied to again.

And I have absolutely no faith that they will even be able to fix the problem even if they do show up, after having read some of the other reviews. How can any company possibly think they can get away with such horrible service without customers leaving in droves? I know I will be. There are way too many other options out there to have to put up with this.

Please, unless you enjoy wasting your time and being lied to, stay far, far away from AT&T and U-verse. Please be aware also that the U-Verse internet service is dead slow. Before U-Verse, I used a signal booster on our internet box. It worked great! Then my husband decided to bundle our phone and internet service with U-Verse, since they promised it would be faster. It's not even half as fast as the old one. Again, stay far, far away. Don't go there. You will regret it.

Let me start out by saying that I had AT&T U-Verse at a previous residence and loved it. Then, due to a move, I had to switch to Time Warner Cable, which I did not like. Fast forward a year, and I moved again where AT&T U-Verse Gigapower is available, or so I thought. I called several weeks in advance to plan the installation on the afternoon of my move, since I was already taking off work. The technician showed up as promised, but after 4.5 hours of walking back and forth through the house, he said that there was a problem with the line that he could not fix, but he promised to send someone to fix it the next morning and return the next day after 5 to complete the installation. He also left his number and his supervisor's number.

Come 6 p.m. on Thursday, he has not returned, so I leave a message with him and attempt to call his supervisor, but the supervisor's voicemail asks for a phone number and pin to leave a message (which I don't have), so I can't reach him. The tech finally returns my call after 7 to say he was busy but he will have his supervisor get the problem fixed the next morning and he will be back after 5 on Friday. Around noon on Friday, the tech leaves a message on my phone telling me that there is a problem with the outside lines at my house and he has submitted a work order for the problem, but that is a different department and he can't complete the installation until that is complete.

After several phone calls with customer service, I'm finally told late Friday night that the issue with the outside line is resolved, and I reschedule installation for the next Tuesday. A different tech shows up on Tuesday, and after going back and forth for a while, tells me that the outside line is in fact not fixed. Apparently, the work order was marked complete even though no one actually came to work on it. So again, he promises to submit a work order to have it fixed. Customer service ends up telling me that they have to get an engineer to fix the problem, which to me says u-verse wasn't actually available at my house, even though it is advertised as being available.

After several days of calls and chats with customer and several threats to cancel, I finally reach an English speaking person who tells me late Friday afternoon that the work order has been marked as complete. We again scheduled the installation for the next Tuesday.

A third tech comes on Tuesday, which at this point is two weeks after the originally scheduled installation date, and guess what? The outside line is not fixed. He even tells me that he called the guy listed as completing the work order, and the guy said he never came to my house. No one can explain how multiple work orders for the same problem have been marked complete, when no one has actually been to the location of the problem.

At this point, I'm pretty much in a rage after having been lied to several times, so I tell him to take his equipment out of my house, because I am cancelling the service. He and customer care try to talk me into waiting to cancel, but at this point, they can't assure me that I will have cable. Ever. All he can do is submit [another] work order for the same problem and hope it is resolved. He can't even promise me that he will walk it through the system to make sure it isn't automatically marked as complete. Again.

The next day, I contact TWC and am able to pick up my equipment the same day and have cable working within two days of the call. However, in trying to install the cable boxes in the bedroom, I realize that AT&T cut the coax cable in one bedroom to install their own wires. I contact the AT&T tech who tells me that he can't repair those lines and that I have to have TWC correct the problem and submit a claim. TWC shows up to find out that AT&T actually cut the cables in TWO of the bedrooms, so they have to correct both, at $40 each. I have now filed a claim with AT&T for the $80 I'm out, but apparently the claim goes through some group called Sedgwick Incorporated, so I have no idea if I'll ever actually be reimbursed.

1st tech changed underground coming to my home (lots of noise on the line). 2nd tech no show, 3rd tech no show, 4th tech swapped wires at pedestal (lots of noise on the line that's why my signal drop). 5th tech same person as 4th, found loose wire at main box which is 3.4 miles from my home and told me I'm maxed out and due to the distance I cant get any stronger signal. 6th tech no show, 7th tech showed up, did nothing but tell me AT&T standard script. He did contact tech from 4th & 5th time and tech told him to tell me to use Alanta server from speednet to test speeds. Hahaha, what a joke? I check speeds when I watch all activity slow to a crawl and even disconnect. It is AT&T throttling my net speed lower

AT&T tech department, My DSL not only slow connection speeds now DSL signal dropping out intermittently. They have run all kinds of line tests. Always different reasons, why slow speed or signal drop (server issues,line distance etc). So last time they said they changed my profile to 10.0 dsl to increase the strength of my signal. So, so far my net still drops below 1.0 speeds.

BILLING. Now here is the kicker, now I get April's bill in the same month they credited my $46.00, which is 1 month for all the problems. April bill now shows I have extra internet usage, hmmmm, since when? 2010 till now my bill or account was not on a usage plan. The bill is almost doubled what I normally pay. Hmmmm, once again the month of April compared to previous months, my net usage has gone down as I have trackers on all of my net, always have. So first billing call the agent, tells me I'm full of crap in so many words. He told me I have always had usage but never went over and would not connect me to a supervisor. So I finally hung up and called another Agent

2nd Billing agent TELLS ME, "I SEE THAT I WILL CREDIT YOUR ACCOUNT AND ESCALATE TICKET". Now I go online to look at so called usage. Now remember, I have never had a usage charge in 4 years till they credit a bill and send out all these service techs. The month of May started on 5-14-14 and I'm already over usage by 20+ dollars in 6 days. once again 4 years never had usage, if anything my net usage has dropped. So for 4 years, I never went over now I'm over in 6 days basically doubling my monthly usage in 6 days time. If this is not corrected I will just disconnect AT&T. I have spent more time on the phone with them and took many days off of work for them not to even show up.

Now people are appearing at our business trying to enter the property WITHOUT OUR PERMISSION to switch the service to U-verse. They make the same threat... If you don't let us do it, we'll turn off your service. Friday, one of them admitted that this would not happen for another two or three years. Who knows how many people have cratered, allowed them to install it, and wound up with something they didn't want.

AT&T HAS to know who these people are because whoever they are, they are not working for free, and AT&T is the only entity who can be profiting from their activities. As far as we are concerned their activities are fraudulent, and because they involve communications equipment, they must be subject to federal law. It is disgusting to realize that AT&T would sink this low. In any event, the people who are trying to enter the property are trespassers and subject to the laws of the State of Texas governing their conduct and the consequences thereof. Is this really what AT&T wants? What a sorry spectacle this has become.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

All the while, our business has no phone service.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

THEY CANCELED MY ORDER FOR THE U-VERSE,

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

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

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

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

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

AND THEY WERE SYMPATHETIC TO MY DISABILITIES,

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

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

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

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

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

Original Review: Oct. 24, 2013

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

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

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

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

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