AT&T Internet Reviews

Having contacted Uverse for months (more like in excess of a year), I finally was given information for their Risk Management Department. I filed a claim with regards to my television because I had never had any physical damage done to my television -- no breaks, cracks, it was never dropped, no water damage, etc. Long story short, Uverse opted out of assuming liability for the damage caused to my television. It is my understanding that it is the panel, which is so costly to replace, a new television is in order. Several technicians who came to replace faulty equipment stated to me that tiling can and does cause damage to the picture of a television. When their supervisor asked them about it, of course, they denied saying that or having any knowledge of it. The image on the television is so odd, even the manufacturer has never seen anything like it.

No one I've spoken to has ever known anyone with Uverse service to have so many problems with their service or to have such damage caused to their television. A technician was dispatched to replace equipment on another television in my home that was having different issues. That technician worked on the TV with the DVR. The next day, that damage worsened. Within a couple weeks, it doubled in size. Again, even the manufacturer of my TV has never seen such an odd shaped image in the panel as is on my television. This is the last straw. Seeing as how Uverse does nothing to remedy situations such as mine, they have lost me as a customer. I will not detail the wild goose chase they've sent me on.

I am certain that I am not the only customer who has had problems with the picture of my otherwise good TV. I am also certain I am not the only customer who has had numerous billing related issues, service related issues and even issues with technicians arriving to service calls on time, with professional attitudes, and executing the tasks they were dispatched to do properly. In the event that any of you have dealt with a fraction of the issues I've dealt with, I am leaving you information as to whom to contact to expedite your requests and hopefully resolve your issues. I am also considering opening an email account to accept various complaints and photographic evidence from past and present Uverse customer to initiate a small claims lawsuit. Uverse thinks they are exempt from engaging in proper business protocol, and they are very mistaken.

In the event that technicians do not resolve the issues with their service, request a supervisor. If that supervisor is inept, they have an Area Manager. Have the matter expedited to an Area Manager. They may not be of assistance or combative, so if they are, contact AT&T's Corporate Office. Their address is as follows:

Dallas, TX 75202

Email info@att.com.

I would suggest putting your complaints in writing and faxing or mailing them to the Executive Office, as email messages can be altered. Address those concerns to the CEO, Randall L. Stephenson, CFO, John Joseph Stephens and the COO, John Stankey. If you are in California and you wish to serve Uverse with a summons and complaint, even if it is for a small claims matter, I have their agent for service of process. That information is as follows:

Los Angeles, CA 90017.

If you have claims for damages due to wiring done inside of your home, you will need to contact AT&T's Risk Management Department. That number is 800-894-0374. Their hours are 7:00am - 6:00pm CST. They will then forward your claim to a company called Sedgwick, which is not an insurance company, but a third party mediator who is often ineffective and will not do any substantive research or investigation of your claims. They are retained by Uverse so they are by no means impartial. Sedgwick's telephone number is (855) 462-6537. U-verse employees are little more than bullies and antagonists. They think that because they are a multibillion-dollar corporation, they are exempt from engaging in ethical business practices. They think they can breach contracts and damage property without recourse.

I sincerely hope that everyone who has a legitimate complaint seeks restitution for damages in some form or fashion. Hold these people accountable for their lack of ethics and professionalism. Not sure what the protocol is in other states, but in California, the FTC and the Attorney General's Office receive complaints pertaining to the matters people on this board are complaining about. Please file complaints with the appropriate agencies. They monitor those complaints so, if they receive an alarming number of complaints, they can and will take action against Uverse. There is strength in numbers! All the best to everyone seeking remediation from this vile corporation.

We have had a trouble free experience with DSL for over 3 years, and only when AT&T wants to sell us a new product (the letter), do we suddenly have an "unfixable" problem. I am asking that consumer affairs get involved. AT&T will not listen to me. Thanking you in advance for your attention to this matter.

Even when the internet connection is up and running, the variability of signal strength is so wild that it prevents me from using it for my old Wi-Fi system that I used to depend on for connection to the internet for my Kindle, and for watching Netflix on my TV wirelessly. The technicians have been out here daily, but one doesn't seem to know what the last one has done, and all I end up is more aggravated and with no improvement in my service. I would NEVER, NEVER choose to go with U-Verse again, but they won't undo the harm they have done. Thank you for letting me vent.

Then we went out of town for 7 days only to come back to no internet. At that time I had enough. I decided to cancel the service only to be told I have an early termination fee of $176 since I went past 30 days. As I stated before, I was told there was no contract... Plus the service was not running for 30 days. I requested to speak to a supervisor to have the fee waived due to poor service and was told they had to call me back. I waited 2 days... no call. I finally called back and cancelled. Was told again that they will be sending me a bill for cancellation and I had to drop off my equipment at UPS. Now I need to figure out how to fight this bill. This has cost me at least 14 hrs. of my time in just over 1 month. Bottom line... go with any other company besides AT&T. I can't wait for Apple or Google to get in the cable/ISP business because these phone companies have no business being in it.

The following month payments for the bill never received or should I say up dated on my account, but the checks were cashed. To make matters worse AT&T insists I did not pay my bill and they cashed the checks (2) checks at that. And they are scratching their heads wondering why customers are getting out of using AT&T and running to the competition. Bottom line, also file your complaints with the Federal Trade Commission once our silly government returns back in office. Also any other agency that will govern the telephone, internet and streaming community.

I told the rep I was angry at how poorly the phone system was and that there was no reason my service should have failed in this amount of time. He ran some checks while putting me on hold supposedly and came back saying he would need to send a tech out to fix the issue. Then he began his long-winded information about no charge for a tech..."Yes I wouldn't expect there to be," I told him, "I just got your service. Why would you even mention that?" He never stopped talking but continued rambling about there could be charges... I cut him off at that saying I wanted a manager. Again back on hold.

I had now been dealing with this well over an hour. Jenny now got on and after explaining everything again including the fact I knew nothing about how the service worked but that I simply had errors on my screen, I was asked to go find the box or modem. I said, "Okay, I think I see it." I described it to her. She said to unplug the biggest cord when I told her there were 4. After much deliberation, she determined now that was not the equipment she wanted me to unplug. Told me to look for another item. I described the next one to her and, "This was the modem," she said, "Unplug its power cord." I did. Then she said to push the reset button. I asked what that looked like and was told an oval button on the side. I said there was no oval button on the side. I again told her all the information including the labels on the piece of equipment she had me messing with. She argued there was an oval button on the side.

"No," I said, "there is a small round button in front." She ignored me and told me to find the box. I asked if she meant the DVR thing in my cabinet. She said, "You have 2. One grey and one black." I said, "Yes, the grey one is in this cabinet and the black one is on another TV." She said that was the box she wanted me to remove the power cable from and reset. I did that and nothing still. So after jumping through hoops with this lady who didn't even know what equipment she wanted me to unplug, I was now told a tech would have to come out to fix my now almost 3-day old service. "When might that be?" I asked. The END OF OCTOBER! "Excuse me," I demanded, "Did you say the end of OCTOBER? I just get this service and it fails and you want me to wait over a month? Are you kidding me?"

Jenny informs me she cannot move me ahead of others so it would be the end of OCTOBER!!! I told her that was NOT acceptable and wanted an actual manager calling me back the next morning. I will not hold my breath but doubt they will be calling, especially since she never bothered to ask my number to be contacted on. So they give me service for less than 3 days and then when that service fails, I am supposed to wait for a month to have a tech come look at it. That's disgusting! Not once was I offered a credit although I have no service and supposedly will be without for the next month. I told her I would be canceling my services altogether if no call tomorrow. I can't imagine waiting that long if my internet goes down. How dare this company think they can treat people like this. It's unacceptable to say the least!

They said one way to fix it is for me to pay to them to install a wireless keypad. The other way is for me to have U-verse revert my phone service back to AT&T. I called U-verse and spoke to Mark. After checking certain things, he's having a technician come for free tomorrow between 12 & 4. At the end of the call, Mark guaranteed the problem would be fixed.

9/22 - The technician called me at 12:05pm from outside my development. The request U-verse's phone rep put in yesterday was all wrong. After asking me if I had contacted my alarm company, the technician said there's nothing he can do and I should go back to my old AT&T phone. 9/22 - I went over to the AT&T store and a rep handled the request to have my service reverted to AT&T.

9/25 Called 800-288-2020; rep said there’s no order showing; then transferred me to someone else, who advised me she does see its scheduled for Oct 6th. She then tells me since there’s no longer a bundle, I don’t qualify for a discount and therefore, my internet is now $51 a month instead of $24.95. I asked for reimbursement of $99 for the installation, which obviously was not successful. She did credit me for the $99 which will show on my next bill. Why is it they can connect me within 2 hours, but it takes 2 weeks to disconnect?

I pushed back on this a couple of times, and each time they said it was simply their policy to only speak to the person who actually clicks the "pay" button on the website. I sent my husband out and they proceeded to hard sell him on their service for 15 minutes--they had completely lied to me about what they needed to talk about, which I suspected because their story really didn't make any sense. My husband said that, in the process, they repeatedly tried to mislead him about the benefits of their service over ours (which, fortunately, he saw through completely) and when he corrected what they were saying, they flat out denied that he knew what he was talking about.

I tried to complain directly to AT&T, but I was unable to reach any customer service rep who would talk to me--the one I got a hold of would not take a complaint because she was not in the U-Verse department, but according to her, that department only answered calls during normal business hours. When I told her that I would be unable to call during those times because that's when I'm at work, she told me there was nothing she could do and no one else who could take any kind of complaint. She also denied that AT&T does any door-to-door visits of any kind.

It is Monday September 16 and I still DO NOT have HBO. This is not right! Please see conversation I had with sales representative. Please remedy this false advertising! Imagine, I have to go through all this so that a huge company like AT&T will honor their agreement with a customer. You have a contract with me. Why should I honor that when you guys will not honor your end of the bargain? I will not stop until you guys fix this. You have me for 1 year. Well I'm going to get what you promised!

I would like to thank Sophia for doing an excellent job of trying to right a wrong that was perpetrated on me on September 5, when I placed my order with AT&T. I will attach the transcript of the conversation I had with the salesperson. I was told that I would get HBO, Showtime, MSNBC and Disney channel. When the technician came to install, I had none of those channels. I showed him the transcript of the conversation and he told me call customer service. I called customer service and spoke with Sophia **. Now Sophia tried to accommodate me with an additional $10 increase to my original bill which would now be $85 + tax. Originally, I was told it would be $75 + tax and it would include the $10 for HD, as well as HBO, Showtime, MSNBC and Disney. Sophia said my bill would now be $85 + tax, and I would get all those channels with HBO being a promo for 1 year. I got the other channels except HBO. I would still like to have HBO turned on.

Sophia saved a customer for AT&T. I do not have a good experience with AT&T. She offered me a deal I was not too happy with, but I could work with. Sophia should be commended for her understanding and customer service and her ability to try to right the wrong and compromise. Tim the technician did an awesome job. I give him a 10 out of 10! I am still waiting for AT&T to right this wrong!

I would still like to have HBO added to my channel lineup. Now if this cannot be remedied, I would like to cancel my order. If this is not remedied by the next business day, I will take my complaint to the Better Business Bureau, consumer reporters for my TV and newspaper, the Attorney General and the Franchising Authority, highlighting your VERY bad business practices. This is not right and it's not fair to the consumer. You cannot sell me on one thing and then do something completely different. I have the transcript that I will forward in another email. This practice is fraud, and false advertising.

When I called back, I spoke with a different sales person. They looked up the account information, which the first sales person entered, and offered me a better deal. She said I could buy the modem for $99.00 and not pay the rental fee, and she would waive the $99.00 installation charge. This sounded even better. I then told her I wanted to set up an appointment for next week. She said I couldn't set up an appointment, until Earthlink disconnected me. I explained the other salesman said I could, all I would have to do is give him the cancellation number and date. She then told me that was incorrect, they could not do any work until it is disconnected. I then replied that the date of cancellation is September 27th, so I would like to set up an appointment for the morning of the 28th. She responded by telling me I could not set up the appointment until the 28th. I asked her how long it would take to get service. She said 5-7 days. I explained I cannot be without a computer for a week, as I need it for multiple business purposes at home. She said "Sorry, that's our policy."

Why didn't they tell me the truth before I cancelled my other service? I put in a call to the office of the president of AT&T this morning. I got an answering machine, and left a message requesting a callback as soon as possible to resolve this issue. I've not heard back as of this writing. If I don't receive a call by the end of today, I will be filing a complaint with the F.C.C. and the I.C.C. In the meantime, I am looking into local cable companies for my internet service.

The best thing everyone can do when these things happen, is to first of all, contact the office of the president of AT&T. His number is 1-800-848-4158. If he gets enough complaints, perhaps something will be done. If they still do not resolve your problem, file a complaint online, with the Federal Communications Commission, and with your state's Commerce Commission. This will force them to respond.

When I lived in GA, I had a small local company to DSL/phone/TV. It was much less than AT&T and I never was LIED to. When I can get out of this, and at this point I am about ready to pay the early disconnect fee and leave, I will NEVER have anything to do with these deceitful people again. Buyer beware... The service is not that great. Yes, I had a few outages with my Dish Network during really bad storms, but I wished I had them back. At least I knew I would not be stabbed in the back and I could actually depend on what they said in regards to pricing, etc.

I've had online techs tell me my connection is too far from their station to even provide the 12mbps U-verse server but then that statement in contradicted when I try to discuss going back to my old DSL connection which I'm being told is being phased out. I've had a replacement router shipped and was then chastised by the online support tech because I called a day earlier then she said I was supposed to have it activated?

But the real straw that has broken the camel’s back is the latest issues and even getting another service tech onsite. Since the new modem has not resolved the multiple daily drops I was told they would schedule yet another tech to check the lines outside - again. However they didn't have a tech appt. even available for 7 days! So after multiple failed attempts to expedite the appt. date and many, many drops and service calls - by the way I know have a direct number to tier 2 tech support with a passcode good for 30 days - I accepted the fact that I would have to deal with the problem and set the apt for yesterday, Sept 5th, for a tech to stop anytime between 8am and 8pm.

How is it acceptable that I'll just wait around for 12 hours waiting for a tech! I had called twice yesterday with network drops and asked about the onsite tech service appt. but no one could give me any information and guess what - yep that's right they never did show! So from 8:05pm last night until after 9 we talked to support again and initially they tried to tell us the tech had been here but then later suggested they'd been looking at the wrong acct and no they had not been able to make it. So we went to bed with the promise that they would figure out why and give us a call back to tell us when we would get a tech today. Of course we did not hear back from anyone and just got a call this morning but they have not been able to get anyone scheduled to be in our area!

Anyone know an alternative to AT&T in Eastern Ohio?

One time my wife called AT&T because we could not connect to the internet. She asked upfront if there was an outage in the area. After 2 hours of troubleshooting they told her there was an outage in our area. Today I open my bill and guess what? They increased my cost by $10.00 a month. I don't think so not for this horrible service. If we had the same speed we started out with them I would have no complaint. But the service is slower and the customer service is appalling. Twice I have been told a supervisor would call me back however that has not happened.

How can AT&T continue to treat 25 plus year customers the way they do. The latest technician said they have stopped providing their cell phone numbers because so many customers call back after they leave because the problem has re-occurred. He also told me that the current router they use has been a consistent failure in the field and he hoped a new product would be released soon. AT&T has to stop overbooking their technicians and must switch to a reliable vendor for their routers. After years of being a loyal AT&T customer it's time for a change. Fool me once shame on you, fool me twice shame on me!!!

They thought nothing of leaving us without internet and TV for five days. I called again on Friday morning and was again told Monday was the soonest we could expect repairs. I asked for a supervisor and was told there were no supervisors I could be connected to, I was speaking with the only person with authority to help. I called several different AT&T numbers and finally was able to speak with someone who directed me to the AT&T retention staff.

I was connected with Belinda in Customer Retention in MICHIGAN and she worked very hard to get my issue resolved. Belinda was able to schedule a Tech for Friday evening. Kudos to Belinda. Overall the process to reach someone who could actually help was very frustrating, but once I did, it was like the AT&T of 20 years ago. Customer service was job on then and Belinda carried that to 2013 with her professional approach.

WHAT AT&T PROMISED: Nov. 2 (Friday) 510 p.m. - I called AT&T U-verse in response to the barrage of promotional ads they had been sending me. Edward, the polite gentleman I spoke with, signed me up for U-verse on our four TVs and high speed Internet service. I was told I would get Basic, Extended Basic, Local and Movie channels, the Sports Package and the Pro Internet package. I would also get one DVR and three standard receivers. Edward was very thorough and carefully repeated everything we had agreed to before placing the order. The appointment was set for Friday, Nov. 9 between 9 and 11 am. I was told that the installation could take up to four hours and that the installer would call me one hour before he arrived. I was elated, thinking I would get better service for less than what my present cable provider was charging me and I would be able to record four shows at once. I had no way of knowing about the fiasco that was to follow.

WHAT AT&T DELIVERED: Nov. 9 (Friday) 850 a.m. - Jason, the installer, called to tell me he would arrive in 10 minutes. I asked him what happened to the one hour notice I was promised but did not get a straight answer, so I decided to let it pass. Then Jason informed me that he would be connecting the service to my only land line phone number (**.) I informed Jason that number was installed and paid for by my employer (I am a full time teleworker) and I could not have the service connected to that line. Jason replied that he would have to call “Engineering” to see how they could “work around” it. Jason called me back a short time later to say that, per instructions of his manager, they were going to cancel the work order. Jason told me to call Customer Care, have the installation re-scheduled and get a new work order number. Jason would give the new work order number to his manager, who would re-schedule the installation for later the same day, after they worked it out with “Engineering.”

1101 a.m. - I spoke with “Dana **,” and received a new work order number. 1115 a.m. (approx.) - I called Jason back and gave him the new work order number. 1130 a.m. (approx.) - I received a call on the ** line from another installer, “John,” who said the new work order had been assigned to him, and he would be installing the service on the “**” line. I told John that was not possible. I gave him Jason’s number and suggested he speak directly with Jason, who could explain the situation to him far better than I could.

1 p.m. (approx.) - After waiting about 1 1/2 hours without hearing from anyone, I called Customer Care again. I waded through the menu and was put on hold for a lengthy period, before I was finally connected to an offshore call center in the Philippines. 105 pm - I spoke briefly with “Zhyren **” - I immediately requested to be transferred to a supervisor. Once again I was put on hold for several minutes. 119 pm - I spoke with “John **” - Said he was a supervisor. I briefly explained my problem to him. Both individuals were polite and well trained but difficult to understand. I also felt they could not resolve my problem so I requested to speak with someone in a call center on the (U.S.) mainland. I was put on hold again, this time for an even longer period.

201 pm - I spoke with Mark ** in a mainland call center (AZ?). I immediately requested to escalate the issue and asked to speak with a supervisor. 212 pm - I spoke with John **. I asked him when the second installer would arrive. He told me that the installation had been cancelled by the customer. I told him that I had not cancelled the installation and pressed him for more information. He finally admitted that the installation had been cancelled by John, the second installer, who never even arrived to begin the installation. John ** then promised me he would personally take ownership of the problem and make sure the installation was completed the same day. He said he would restore the work order and have a third installer assigned to it immediately. (He also said he would call me back about 5 pm to see how the installation was progressing but he never did.)

3 p.m. - The third installer, a young Brit whose name I do not recall, finally arrived (long after the original installation should have been completed.) He was very pleasant and immediately set about the task. He checked some connections, made some tests, and then informed me that the signal strength on the line coming to our home was insufficient. He said that “Engineering” would have to provide a “cleaner” signal to the house. Then he said it was “too late in the day” to get “Engineering” out to resolve the issue and I would have to re-schedule the installation. The installer said he would write an “R&I ticket” for “Engineering” and that “Engineering” would correct the problem the next day (Saturday.) I asked him how soon I could re-schedule the installation as I had already wasted the entire day. The installer said “Engineering” would contact me when the problem had been resolved and I could then re-schedule the installation.

746 p.m. - 815 p.m. - Chris ** - I told Chris I wanted to “escalate” the complaint. Chris said I should speak with “Debbie” a “Tier 2 Technical Support Supervisor. I spent another long period on “hold” waiting to speak with Debbie. Again, I got nothing except a polite, but meaningless, “I apologize for any inconvenience.” Friday phone calls = 3 hours, 30 minutes

Nov. 10 (Saturday) 130p.m. - 149 p.m. - I spoke with “Randall ** - I told him I hadn’t heard from “Engineering” as I was promised. He transferred me to “Technical Support.” 150 p.m. - Wayne ** - Was very enthusiastic about “U-Verse Service” and tried his best to be helpful. He could not assure me the problem had been corrected in the field, but remotely ran a “loop test” on my line. He said the signal strength appeared good from what he could see in his office. (I was later told by an “inside source” that the “Engineering tech” that was supposed to fix the problem with the line earlier in the day never tested it afterward and, in fact, may never have come out at all.) Wayne then told me that I had been re-scheduled (without my knowledge or consent) for a new installation on Monday, Nov. 11 between 1 and 3 p.m. Saturday phone calls = 38 minutes

Nov. 12 (Monday) Veterans’ Day holiday 1215 p.m. (approx.) - I received a call from “Ruben,” the (fourth) installer who said he would do the installation. 1 p.m. (approx.) - Ruben arrived and connected his meter to the line but found out the battery in his meter was dead. He recharged the battery for about 30 minutes while he ate lunch in his truck. 230 - 445 pm - (approx.) - Ruben poked at various wires around the house with his meter for a long time. Then he informed me that the signal strength coming into our house was at a level that could only provide HD service on two TVs or one TV and one DVR recorder simultaneously. I told Ruben that I was told the problem had been corrected. I wanted the installation completed the same day, as I had wasted too much time already. Ruben said I should call Customer Care, as the problem would have to be corrected by “Engineering” (sound familiar?)

450 - 640 pm - Jamie **; Robin ** Mgr. - Customer Care - Jamie suggested that Ruben was my best line of communication. I explained to Jamie that it was Ruben who told me to call Customer Care. I suggested it might be best if Jamie spoke directly with Ruben. I turned to hand the phone to Ruben, only to learn that he was gone! Jamie was astonished and put me on hold for several minutes while she tried to track him down. Jamie returned to the phone with the news that Ruben had left and said the customer had cancelled the installation! (Sound familiar?) I insisted that Ruben or someone be called to complete the installation. All I got in return was an apology and the excuse that, “Everyone has gone home and there’s nothing we can do!” I was told that I would have to re-schedule again for a third time!

Just then, my wife informed me that she could not get on the Internet and found a cable that Ruben had left unplugged from our modem. (I believe I was speaking with Robin at this point.) When I advised her of this, she replied that Ruben had disconnected our Internet service as part of the installation process and that, even if we reconnected the cable, our internet service would not work until I called the Installation Desk. Unfortunately, she added, the Installation Desk is closed for the evening so we wouldn’t have any Internet connection until we cancelled the installation or re-scheduled the installer to complete the installation. At that moment, my wife informed me that she had re-connected the cable and the Internet was working again. (This tells me that Robin was merely making it up as she went along and had no idea what she was talking about.) I later found that Ruben, in his haste to depart, had also left the HDMI cable disconnected from my TV! I then requested to speak with Robin’s supervisor, Elaine, who was (of course) unavailable but would call me back on Tuesday. Monday phone calls = 2 hours, 10 minutes

November 13 (Tuesday) - I received a call from Ann ** in the “Escalation Dept.” (I never did hear from Elaine as promised.) I requested to speak with someone at the Senior Management (Executive) level who has oversight responsibility of all the departments involved, as every department seemed to place the blame for the service failures on some other department. I also feel that I deserve a truthful, factual explanation from someone at the Executive level of how this many service failures could occur and what AT&T was going to do to compensate me for all the time I had wasted. Ms. ** said she would “forward” my request. To date, AT&T has not responded to my request. Tuesday phone calls = 20 minutes

SUMMARY - WHAT IT COST ME: TOTAL TIME SPENT ON PHONE CALLS = 6 HOURS, 38 MINUTES; TOTAL DAYS WASTED = THREE

I have since been told by some experienced AT&T “insiders” that: 1. While AT&T advertises that, “you can have HD TV on up to four TVs,” what they really mean is “you can have HD TV on up to four TVs” ONLY IF your line strength is perfect, something they cannot reliably offer in many areas, including northern Illinois. Although many customers in northern Illinois do not yet have fiber optic cable, which provides the optimum quality service, AT&T is aggressively selling their U-Verse service anyway and connecting it to customers’ existing wire phone lines which provide substandard performance for HD and Internet service. Several experienced AT&T techs I’ve spoken with privately have said the system is unreliable and “trouble-prone.” Further, AT&T is charging those customers the same rate (for the often sub-standard service) as those customers who are connected to fiber optic lines. 2. My outside line should have been checked for quality prior to the arrival of the installer. 3. Installers routinely abandon difficult installations and report that the customer had cancelled the installation. Installers are not reprimanded or disciplined for doing this.

To date, I have received nothing from AT&T but excuses and the standard, well-worn “we apologize for any inconvenience.” The only communications I received from AT&T were endless “robo-calls” and emails encouraging me to re-schedule the installation. On Nov. 20, I returned a call, just to tell them I was not interested in U-Verse due to the numerous problems I had experienced. I was repeatedly assured by “Sid **” (who was in a call center in India!) that everything would go flawlessly the next time. However, “Sid” was unable to confirm that the initial problem had been resolved. It was obvious he was just there to schedule installations and promote U-Verse as he had been trained to do.

Based upon my recent experience with AT&T, I have concluded that AT&T promises a lot more than they can reliably deliver, and they are indifferent to customer complaints. My advice is to THINK TWICE before ordering AT&T U-verse. If anyone at AT&T cares to follow up, (which I doubt) the account number was **. The work order number was **.

I BUY a NEW laptop with i5 Core, lots of RAM, etc. NO DIFFERENCE! In fact, OLD laptop and new perform the SAME! S-L-O-W. FINALLY, while on phone with my new Laptop support, a Speed Test is run on my DSL. And he tells me no wonder. It's not my new laptop...it's a choked-up low speed DSL provider. My DSL costs have gone up and up and up...and the speed down and down and down. So... now I have a NEW $110 router (I did NOT need) I am stuck with and if I stay with AT&T, I will have to pay over $50 to increase the speed and from everything I have read, the so-called 6 Mbps (see...am learning now!) rarely attains that speed. In fact, it seems AT&T gets away with providing MUCH less speed for increased charges. For the same $50 a month, I can get Comcast 25 Mbps Cable....and use this Gateway router as a doorstop... sigh. And, thankfully my cell service is not with AT&T! That must be even worse!

Now 11 days later, we have no TV, no phone and no internet because there has been no U-verse installation. I have placed numerous calls and talked to about 15 people and no one can tell me what's happened or when we will have U-verse, if ever. I am so disappointed in AT&T. When they initially came out to install U-verse, they had to change all the cable wires inside our home from the current satellite carrier we had. They disconnected our telephone and internet. When I asked if they could connect us back up to the old carrier, they said they did not know how. Now, my husband is legally blind and my sister who lives with us is a special needs person. They have no way to communicate with me while I am at work if there is an emergency. I just want to say shame on you AT&T Support Team. If nothing occurs by Monday, I will have to contact my old carrier and pay a fee to have them come back out to reconnect everything we had before U-verse. I am sad and very disappointed in AT&T services.

I have lost at least 7hrs of work so far taking off to meet my supposed appointments that never happened and several hours on the phone (mostly on hold) trying to get someone... anyone that seems so want to help. It is beyond frustrating and frankly criminal that they can get away with treating people like this!! And I still don't have my service and no one to help me. Maybe the easy thing is just to go to Comcast or satellite, but why should I have to? I actually like the AT&T product. I need help!

In essence, they terminated my service BUT not my BILLING by REFUSING to move service to my new address. A contract has TWO PARTIES, one provides a service or product, the other receives the service or product and pays for it. AT&T is in BREACH of contract. I know the agent I was on the phone with was going back and forth between me and his supervisor who was cheering him on to get me to pay an ETF. What dirty rotten customer service. I filed a complaint with the FCC and now I'm here. I explained the situation clearly to the agent and all he did was put me on hold and try to wear me down to the point where I would surrender to their TROLL at the bridge, pay ETF to leave AT&T Hell. But I refused to bow down to their stupid little games. That last phone call lasted 51 MINUTES of my life. I am going to cancel my AT&T cell phone service too. No contract there, so that should go smoother than this UVERSE sham. I determined years ago that this is the "RIP YOU OFF, ** Economy." BOYCOTT AT&T. They deserve neither a trust nor a dime from anyone.

I quickly cancelled the service by phone, as I now felt they did not know what they were doing and probably would not be a satisfactory service for me. I continue to be billed the $150.00 deposit and connection charges, etc., for a service I do not have and have never had. The installation address in question is ** Akron, OH 44310, phone: **.

I called and used the number they set up for me to get service. Once again, I agreed to switch and made an appointment. They again called the next day and said service was not available. I called to complain and they sent me to a consumer help desk, which never answered in five minutes. I hung up. They have called my cell phone every day for the past week and a half saying I should contact them immediately. I've talked to them twice and even set up a customer file document to verify that I was not going to have the scheduled appointment on July 8th. The only day I have not received a phone call is July 4th.

I received a call today and so I called them back, and after going through the verification process again, they said I would have to talk to customer service to cancel the appointment. I have already talked to customer service when they set up my case file so I hung up after I told her that I would not be calling them again. It is very poor business when they cannot coordinate their services any better and harass their customers.

I told them I should not be forced to switch to U-verse; they needed to fix the problem. That was **. Well, finally after continuous calls, continuous servicemen out... I let these dumb ** convince me to switch. I get my first bill; it was $300. Boy was I really pissed now. They had a credit card coming in to pay some of the bill. But after 2 months, I still hadn't received it. Needless to say, I couldn't afford this bill. I only paid the regular amount & they cut me off. Now, I'm really ** furious. I threaten to get a lawyer & sue their **.

I felt forced to switch to U-verse because they wouldn't correct a darn problem with DSL. Well, finally after about 20 calls cussing pissed - you name it - I finally got an agent who turned me back on & rushed the credit. He cleared my account to zero balance. I was without internet for a whole week when they shut me off refusing to pay that darn 300 bucks. I just kept calling & blowing up. I had to repeat my damn story 50 times. Now needless to say, I have U-verse internet & it's no damn better. It does the same thing & it's not my computer because I have 3 in my house. One of them is brand new & my husband blew up because while he was trying to do our bills & banking online on the new computer, he kept getting cut off. By the way, about 5 weeks ago, I received a letter in the mail saying there was a lawsuit against AT&T for them selling high speed that isn't high speed. It was sent out to consumer... for us to join this class action lawsuit. I think I will. AT&T needs to straighten up or ship out.

Why didn't he transfer me first? Why didn't he tell me he could not cancel my account? Now it is after business hours and I will need to call tomorrow. I am disappointed at this service and will definitely reconsider before I sign up for any other AT&T service.

AT&T says I'm at the end of the wire, which is BS. In the last year, my download speed went from 0.68mbps to 0.49mbps. The promotion speed is "Up to 1.5mbps." How can this be justified as an honest delivery of service? I am being ripped off, plain and simple.

Once there, he was noticeably confused about the kind of services I needed installed. He asked me several times what was being installed, and what equipment I had on hand. He was not sure if he had the equipment he needed for the installation. That immediately struck me as very strange, unprofessional and careless, but it wasn't unexpected for an installation technician. He then spent about two hours moving furniture around in my apartment and testing the phone jacks to find what he said was the one that would work with AT&T service. That one was in my bedroom, behind my dresser, which he moved and tested extensively and suggested I move my television into my bedroom so that he could hook it up there. I didn't understand why that was necessary, why he couldn't work with any of the four other phone jacks in my apartment, and why he was testing the phone jacks before he'd installed the service.

I don't know if that's standard or not, but he never explained anything he was doing to me, even though he demanded extensive involvement from me and asked me questions to which, as the professional, I would have expected him to know the answers. After nearly four hours of apparently running around my building, attempting to get into some sort of maintenance room with the building's cable box (which was apparently locked), and allegedly attempting to hook up my service, he returned to announce that without access to the maintenance room, there was nothing he could do to start my services and left. Before he left, he had me call my off-site maintenance company to request a work order for someone from the company to come to my building and let him in. He told me this was my issue, and I should have contacted the building to get access to anything he needed to install my service.

I told him that I've had AT&T install internet and cable at several other apartments, and they always contacted the site and made arrangements, if necessary, but that had never been necessary before. Without AT&T giving me that information, there was no way I would have been able to anticipate what he needed to install the service. He told me there was no customer service number or a number for his supervisor that he could contact. When I called to reschedule my appointment, the customer service representative told me that AT&T technicians in the area have keys to the utility rooms in major buildings (including mine) and should be able to request them in advance of the installation. But she rescheduled my appointment for Monday morning at 8 am. On Monday, I didn't hear from AT&T until 10:30, by which time I'd already left for work and had my mother, who is an elementary school teacher and was able to take the morning off (I wasn't, with such short notice) to wait for the technician. I gave him her phone number and told him to contact her, but he continued to text me while I was at work about the particulars of my order.

Apparently, he had looked at the wrong address, my old address, from where he was supposed to be transferring the service, and refused to go to my new address and install service there until he completely resubmitted an order for the THIRD time. Over two hours later, no technician had come to my apartment, my mom had taken the morning off completely in vain, and we had heard nothing else from the technician. I am required, for my job, to be able to receive and respond to emails after work hours. I'm expected to be able to work from home if necessary. So, although not having internet for a month is no huge hardship, it does affect my job performance; so does being expected to leave work at the drop of a hat to deal with AT&T's incompetencies. I don't think AT&T understand the effect the unprofessionalism and incompetence of their installation technicians has on their customers' jobs.

I don't know what AT&T recommends for people with inflexible work schedules, or if there is some other way to be requesting and dealing with these services, but I was offended by the extent to which they pretended my time meant nothing to them. Not only that, but I sacrificed a vacation day and received a reprimand at work for chasing after AT&T instead of doing my job. I don't know why I stick with AT&T after all of this, but I suppose it's because I don't really believe the service will be any better anywhere else.

Well, needless to say, the tech never came so I had to wait a whole week before I could get my service back. That put my job and a patient's life in jeopardy. I would like to be compensated for this inconvenience!!! So when the tech came a week later, DirecTV or AT&T did some updates, but I DID NOT receive it, nor was I notified, so the rep just unplugged the phone line from the DirecTV box and my service worked then. Wow!!!

On May 22nd, I called the rewards department but they had nothing on file for a gift card. I was transferred back to customer service to clear up the issue, where I spoke with Hanna, who advised me that the gift card would be mailed immediately. I called again last week, and again they advised me that there was no note of it. I am tired of dealing with AT&T. I have in writing, on my bill, that I was supposed to be eligible for a $200 gift card on May 22nd.

After waiting 35 minutes, a sales rep came to ask me how he could help me. I asked him for a new modem. He went and brought a new modem and then he told me, "This will cost you 107 dollars." I told him, "Why? Customer Service told me it costs 7-8 dollars." He said, "We do not carry this type of modem in the store and they have to mail it for you." So I left the store and at the Dollar I saw the same sales rep, the one who I met when I entered the store. I told him, "How come the customer service told me it costs 7- 8 dollars and here they are asking for 107?" He said, "This is the first time I heard that it costs 7 to 8 dollars."

I told him, "Does this mean I am a liar?" He said, "I did not say that." I told him, "You just said this is the first time you heard that, which mean I am a liar and telling you it costs 7-8 dollars." Suddenly he said, "You need to go home." I left him and start walking then he said, "You are retarded." I went back to him and I told him now, "You are retarded and you're supposed to represent your company in a better way." He starts saying, "You need to go home, and do not bring this (** here)."

I wonder how AT&T is hiring someone using this language with customers. Is this the kind of business AT&T is running nationwide? Is this the moral and principle? Is this business ethics?

I now highly suspect AT&T of using some fraudulent business practices to get current DSL subscribers to upgrade (if you can call it that) to a Uverse contract. During the evening hours, they are intentionally lowering bandwidth to unusable levels. And when the DSL subscriber calls to remedy the problem, they are being told that there is an overload with the non-fiber optic system and Uverse is the only solution.

Ten minutes later, a Mexican guy tried to help me. ** stepped up and told him to go away and help other customers. He argued with me for another 5 minutes. I told him, “By this time, you would have sold me the box.” He did not care. I told him I will make a formal complaint and he told me that the store manager was his best friend, he will not believe me. After all, he was rude. He made fun of my English and discriminated me. He gave me the wrong item, a Netgear 7550. I will never go back to the store and will tell all my friends not to buy from AT&T unless he apologizes to me.

I have my cell phone, TV, and Internet all with ATT U-Verse and have tried for a year - without success - to get one combined bill. Instead, I get 3 different bills. When I compare these bills to the online statements, the figures never, ever, ever match up!! To make matters worse, AFTER I make payments, I get dunning phone calls from ATT, telling me that my payments are overdue and that they will cut off my services.

I signed up for paperless statements, and instead, I get tons of paper statements, and I check my statements online. Nothing ever makes sense! You don't have to be an accounting major to be able to figure out that $212.92 + $133.97 + 92.33 do NOT equal $505.73!! (Those figures should add up to $439.22) I don't understand how services that are supposed to cost $129 + $99 + $99 come up to such incredible amounts.

I do NOT use data services on my phone; I order two or three movies a month at $6 each, and I don't order extra packages or other things that rack up the charges. Yet, whenever I contact them, they tell me that they have made a mistake and that they will adjust the fees. The adjustments never come. The fees and charges never go down. No one can ever explain to me how an automated system can make such horrid errors in simple addition.

Well now, what took less than an hour to de-activate is now a nightmare to turn back on. I was on the phone for another hour trying to get the situation resolved and even then, they said they would only put in a request. It was another day before I got my service back and even then, all my DVR recordings were erased. I called up to complain again, and the lady says to not talk to her that way. I said, "Look, if you don't want me to talk to you this way, then don't screw up my account!" She then says she is trying to help me. I say, "Isn't that your job? Aren't you getting paid to help me?" So now, after everything else, the people at AT&T want me to be grateful that I am getting my service turned back on. AT&T Uverse, you are now in the same category as American Airlines.

They highly regard my 40 some years customer (now low income, disabled with lifeline basic telephone service) so they know I cannot afford U-verse at all, same as they know I can barely afford their DSL service. AT&T has ripped me off over and over even with basic phone with their cramming and adding services I don't ask for or know about, including U-verse which often I get sent to U-verse for everything including email issues. They won't stop until I have to order the outrageously priced services like I had for over a year until paid off and they disconnected me.

I called today and the rep said that AT&T is phasing out DSL to U-verse, that my neighbors who have it also must choose U-verse as DSL will not be available at this address (senior complex). I have an email saying that I was not eligible for the promo price, stopped offering the U-verse as I adamantly refused but said call to get a good price on DSL. So, seniors being a target for every kind of scam, rip-off and marketing scam for high priced services are what is obviously going on with the latest new oldest trick in the AT&T book which is to force us into the service AT&T will allow us to have.

It's the lousiest service company in the world, and I have always had no choice except AT&T, SBC, Pacific Bell, all the same company and the same old rude, crummy service based customer care and they do to you and your services anything they choose, which is not deliver services that are supposed to be but bad service, different service and continued outages whether it's DSL, DirecTV, Dish or dial up. So, though the special is available to new service orders, I am being denied. It's unfair, sneaky, and the reason other DSL offers are capped at a price the same amount for 3 Mbs of speed which isn't that either. It's a lie too.

Other speeds are also the same amount by all providers which is about 70 % lower. Price fixing and making sure people like me whose rate soars after the first year with them which is again, the same price across the board, & I'm not eligible somehow to get a new order with a promo so everybody is happy having to work with AT&T phone liners and the competing company's DSL internet service. It's real simple and we have no recourse because FCC and everybody else also answer to AT&T. What do I do?

Well, the idiot forgot to tell me about the $49 installation charge, $49 receiver charge and you are required to pay one month in advance. I told them nicely to kiss my toosh and I let them know I will be singing like a bird about the lies they tell! Well, AT&T U-verse tried to make up for this by adjusting my account from $224 to $60 and then they gave me a $150 credit on my bill. I am still mad! It's just the principles!

I am a senior, on a fixed income and they tricked me. My bill is over $200.00 a month with AT&T (about $70 to $80.00 more than what I was paying). I have called them and was told that they do not do this type of bundle any more. I was told that they could not bundle the mobile service with home services. This is not the understanding I got when I first signed nor is it in agreement with the brochure sent out by AT&T. I wish someone could help me. It really bothers me when I am tricked into doing something I cannot afford.

TLDR: Do not get yourself affiliated with AT&T! They are no good!

My father had a quadruple bypass, which was how I initially found out I had no internet service. I was not able to email family or friends with updates on his condition. I have relatives that live out of state and I cannot afford to make so many out of state phone calls. My father has had major complications and I have not been able to keep loved ones informed. Ironically AT&T was able to send me a letter threatening to charge me an extra 150 dollars if I don’t return their equipment in 10 days! They were capable of mailing me a letter demanding their equipment and threatening extra charges, but they didn’t mail me an itemized bill I asked for nor a letter telling me they were going to shut off my service. They offered no help or support to resolve the situation and were downright rude and nasty when I called them.

This past week I was evacuated from my home due to flooding. I live in Lisle, IL and we were hit so bad people needed to be rescued out of their homes. I did not get back into my home until last night and now I have an extra charge because I didn’t return their equipment in 10 days. Between my father’s bypass and being evacuated, it’s been a horrible time and it would be nice if companies could be of help instead of a hindrance. I needed my cable, especially with the flood coverage this past week! Had AT&T warned me they were going to cut my service off, then I would have tried to work this out because I needed the internet access for emailing family and friends and could have definitely used the cable and internet for info regarding the flood. I have been paying AT&T. But I wanted to see where my payments are being applied.

This was acceptable, but I told him I would not be paying the bill until I saw the credits post which, he assured me, would happen (as the file was very well documented, and the rate approved by his team leader, so he stated). Today, I got the email that my bill was ready to view and surprise! - There was no credit! I now am being billed $165.39 for April and $170.55 for May, for a total of $335.94. After an email conversation that went back and forth for several hours between AT&T rep, Michael, and I, I was told he was able to credit my account and my new balance was $322.93. Wrong again! Based on the "worst case scenario", my bill with taxes should have only been around $135/month x2 = $270. However, based on the "better deal" he provided, it should have been $125 for April and $120 for May, for a total of $245.

I am still waiting on a response on how to get this resolved. I have literally started a folder that is nearly an inch thick, full of documentation, all of the people I spoke with, a copy of my initial confirmation from AT&T, as well as the bills that will remain unpaid until they straighten out their billing. I now hear nightmares from all sorts of people on their situation with AT&T. I just wish I had heard them before I started down this 4-month road of frustration.

Let me take you back to the beginning. I first signed up for U-verse service in November 2012. The technicians came out to install and they laid a temporary cable to get me up and running until someone could come out and bury the proper one. I understand this to be a normal business practice and I was totally fine with it. However, I was told that someone would come back and install the permanent cable that week. Nobody ever came. I called back multiple times after that week and I was told someone would come out as soon as possible.

After about a month of horrible U-verse connectivity (DVR lag, Live TV lag, Scrambled DVR shows, slow Internet speeds), I called back to complain and then I was met with the most horrible customer service I have ever dealt with. No one could give me a straight answer. No one knew what was going on. I was told many different things that didn't match up. I was disconnected several times and I have a feeling a few of them were intentional, leaving me with having to start all over again with a new tech support guy, explaining my problem over and over again. I was on and off the phone with your people for 3 hours that day. Eventually they gave me a concrete date and time of when someone would come out, and lo and behold, they actually did.

This was the first thing that tech support did right, but it didn't take long for your company to screw up again. It is true that a service person did come and he hooked up a permanent cable to the service box out in the street and he did bury that cable, but he did not hook up the permanent cable to the end unit on my house for some strange and unusual reason. He just left a cut cable wrapped around the end unit box and he left the temp cable attached. I called and asked for someone to come back out and hook it up and I was assured that someone would be out as soon as possible. Another 3 months went by and no one ever came to do anything. So for 4 months I have had a temporary cable running from the end unit on my house through my back yard over the fence and across a sidewalk into the street unit. I'm sure I don't need to tell you the liability you could have incurred having your company's cable obstructing a heavy pedestrian area. What if someone had tripped on that or rode their bike across it and got into an accident? This is extremely irresponsible on the end of AT&T and you should be disappointed.

Now for my most recent problem. About 1 month ago, my U-verse service went out completely. No TV. No Internet. I called as soon as I discovered the problem and I was actually surprised by something. I didn't have to wait forever for technical support and the agent was actually very helpful and got me an appointment right away. Someone came out the next day, but he was unable to fix the problem because he had no idea what was going on. The only thing he did was cut the temp cable, leaving me with no hookup. I called back every day for about a week and I was told all sorts of "stories" about what was going on, but it was clear to me that the people in tech support were so far removed from the situation that is was like talking to a robot who had a set of programmed responses that they would just repeat over and over again. However, the whole time I kept telling them that I needed someone to come hook up a new cable, since the temporary cable had been cut and the permanent cable had most likely suffered permanent water damage from being exposed for four months.

After a week of persistence on my part, I finally demanded to speak with someone locally who may better understand my problem. I finally got to talk to someone in the United States and they were extremely helpful and she called me every day to check in and worked as quickly as possible to get my problem fixed. She had someone come out and attach another permanent cable. This was great, but it has been about another 3 weeks and no one has come out to bury that cable so it's just lying in my back yard currently.

So I ask you today, why does your company display such poor customer service? Why was I charged six months for a service when I wasn't receiving what I was paying for? (I'm sure I don't have to tell you that the temporary cable I had did not offer the full capacity of data that I was paying for.) And why till this day has no one come to bury the cable? I will be persistent with this issue and I will not stop until I am satisfied.

AT&T billing told me that there was no disconnection order for me. I still had a credit balance from a previous problem. There was no reason for a disconnection. After 2 hours of being transferred around, nobody could give me an answer for why this happened or that it happened at all. Only the technician and his supervisor knew about it. Well, they disconnected ** and hooked me back up. The tech said that I should have service in about 2 hours. That never happened, so I called the tech service to no avail. The next day, Friday, I called again and got an operator in Georgia to say that I had no connection and to find out why. They told me a story about once some in my section went to U-verse, that my service would be shut off because the copper wires were replaced by fiber optics. I would have to sign up for U-verse in order to get the service back.

So I did change to U-verse, but she told me the earliest that it would happen would be Tuesday. After an hour and a half of being on the phone with her, she took my phone number and told me her supervisor was working to get me hooked up sooner and would call me back in about an hour. Three hours later, I called back. This time I got Florida to find out and get answers. After getting transferred to a Miami branch, I started to get answers. Unfortunately, most were lies. I got rescheduled for Saturday morning. The tech came out and hooked me up. I found out that we cannot get U-verse in our section yet. We're still running on the old copper wiring. We are months or years away from getting fiber optics in our area.

How can AT&T sell something that they can't deliver? How can they just shut me off without notification? Who made the decision to disconnect me? Why didn't anybody in AT&T know about this? Why can't AT&T employees get answers? The list goes on. It's very disheartening and sad how these companies can take advantage of the public. Nobody in the company owns up to their mistakes. I use the internet for business. This means I lost two days of business and nobody cares. That's money I'll never recover.

And when I called on the 14th of March, they were supposed to take the $50 charge off, but today they say there is no record of this conversation. Funny, being as that was the same day I set up auto pay and they had that on record… Anyone else having this issue? I only have internet and a home phone with them for 3 years. I’m not happy... A total of 32 hours on the phone with them for any issue we have had... I think they should pay me for my time out!

When I called Tech Support, I was told the phone number activated in my name belongs to other customer who owed money to AT&T. I was asked to contact Sales to place another order for DSL Service. Oops, I had to make so many calls to AT&T and finally I told a good customer representative to cancel my order. He told me service was disconnected and final bill will be sent to my home address. I did not have any DSL service at all, I don't know what bill I will be getting. Please advise what I should do if get a bill from AT&T with the previous customer's dues who had the same phone as mine. AT&T sucks!

I have made numerous telephone calls with the same results each time. There was a problem with my lines, and my service is better thanks to the wonderful techs; but customer service is a joke. Did you know that they will not give you a number to call corporate? Well, I will not stop AT&T. I will continue to let everyone know about your customer service and your way of saying, “I am here to tell you what you want to hear. We do not care of your customer satisfaction. If you want any credits for your service we did not provide, oh well, we have you under contract. No, we will not let you escalate your problem to corporate because they won't care." Well AT&T, I do have a voice and fingers; and I promise that they will do the talking.

I called this morning and the computer stated the appointment was for April 2, 2013 and I had already taken off work and was waiting today. I called Customer Support and spoke with a person who found the notes from the original specialist and said they would be here from 11 to 1. I asked if I could upgrade the service, she said, "Hold on," and we were disconnected. I called back and spoke to another specialist who couldn't find the changes and said the earliest date was on March 28, 2013. I asked to speak to a supervisor and they told me that he would call me back in an hour.

Now I have spoken to a supervisor who told me he found the notes scheduling the appointment for March 22, 2013 but that person didn't confirm the appointment so it didn't go through. How was I supposed to know the specialist didn't do his job? Now I have a new appointment because they have to clear the number and I don't know if they will show up on that date as well. I don't want an attorney to contact me, I am an attorney and I am very angry that this company who has outsourced their customer support service can't give a specific date and abide by it. If I had known I would have these problems, I would not have switched.

Nobody called. Apparently, AT&T doesn't believe that my time is valuable. There are five hours of my life I'll never get back, and this disrupted my family's evening as well. Now I have another "appointment" for tomorrow morning. If these morons don't show up early in the four-hour window, my next call will be to Time Warner, Dish Network, DirecTV, or any of the other many competitors I can switch to. AT&T has a great product in Uverse, yet they're still pulling the same ** customer service bad-behaviors they had back when "Ma Bell" was a monopoly. In the mean time, it took my browser several minutes to open this website so I could post this, as my "broadband" Internet connection slowly pulled the website up.

As consumers, we have a choice and I have started seriously considering other options. I would seriously advise any of you reading this to really think about how important customer service is to you when choosing your cable/internet/phone provider.

I called AT&T customer service and a not-so-techie tech told me the 802.11g router was Uverse, as if that is the best. 802.11N is significantly faster and has more range so I don't understand why they are using G. Then she told me to move my computers closer to the hot spot. Move our office? Finally, I can go get a range extender for $50. I hardwired a laptop direct to the router to see that blazing speed potential of the Uverse and it was not even a little faster. So I can spend $50 to get the slow service to work 60 feet away. Now, I have a 1-year contract. Buyers beware!

Anyway, when I called about this concern, I got the runaround like they didn't even care. But I bet you, if AT&T came into their house and installed bad wiring and a fire started, they would be singing another tune. Shame on all of you at AT&T. How dare they put lives on the line to make a fast buck. People, there are more than one internet provider out there. Do not use AT&T. They only care about their own self and how many customers they can get to join. No one seems to care about how bad the wiring is. Wow! What a law suit. Shame on you, Michael **, for brushing me off. Shame on you.

Thank you for all of you not helping. And people, to be on the safe side, record all you conversations because they don't. Karen who works with Michael told me sometimes they do, and sometimes they don't record your conversation. It can be their word against yours. Shame on you again, AT&T. Shame on all of you. I don't need your attorney, I can get my own. Thank you very much. Once again, shame on you AT&T. People, please beware! This can save your life. I posted a picture of the wiring; if you can't see it, blame AT&T. Time Warner, here I come. You can have all of my business.

When I made the first payment, they charged us 2 payment fees of $5. When I finally had enough and called to complain, I reached someone not from America. He was nice and gave me a credit of $149. I did not ask for this credit and was shocked that he gave it to me. When the next bill arrived, no credit. I called to find out where my credit was and got nowhere. This company is ripping people off and should not be allowed to treat customers this way. I will be shopping around for another provider. AT&T is not a good company any longer. They stopped caring about the customer and started caring only on the profits.

On Monday, I talked with Marilyn. I was on hold 18 min. All they had to do was tell me what was owed and when! Ashley finally answered with IVR saying pay online. It was very exasperating since they cut off my online access. I have to go through the queue hell in order to get a real person. I thought it was because they had talented agents. I really wanted access to see if I had paid them through a second source of funds. Now I had no way of doing this and it was quite frustrating. Mr ** was one who gave me an especially hard time. He was the one who I think placed the cancel order or I had at least talked about canceling due to his haranguing me.

I spoke with one woman who seemed to have a grasp of what was happening and we got disconnected. She never called me back. This time, I drove to Tittabawassie branch and deposited $220 cash. At this time, I still knew nothing of any lasting suspension. I was still of the impression that a couple of hundred would release any hold since my total monthly bill was only 400 bucks. No one told me my account was suspended or especially cancelled. The last bill I saw was $270 due February 20th. So this whole suspension/cancellation came out of nowhere for me.

On Tuesday, I found out through my son, Henry, telling me that I had better call in by 6 pm and mention Retention or Restoral. I did mention that to Jamie but she said she could do it. I called U-verse support after work at 5:37. Had I known any of this, I could have stopped at the office and paid on the spot since only my son had told me this. I talked to Jamie and she was very nice and persuaded me not to ask for a supervisor until she had a chance to fix my issue. I told her how I heard of a cancellation that a Uverse employee had placed and how upset I was and how it was so unfair. She did not find the correct kind of suspension until later in the call; i.e.,she missed getting me to the right group and now it was after 6 and they were gone, but maybe if I paid the past due balance of $150, she could get me turned back on. I gave her my debit card. I waited while she debited my account the $150 (actually, she told me $150 but the charge came through as $158+).

She put me on hold many times and would come back with she was talking with this group or waiting on this other group to restore services. Then she changed and started saying the account is cancelled and that I will have to pack up my routers, etc. and mail them back and they were worth hundreds of dollars each so I should be careful. I should mail them to an address she would give me. They will be charging me 40 dollars for this. If I want a new connection, I will have to order it and a sales person will be calling me at work tomorrow. This was all the while a check for $450 clears today.

I told her that was unacceptable. I don't take inbound calls and what would make them think after this that I would like to reconnect with them. We were working through my issue; I thought by paying and being reinstated, that would end the issue. No, there were more stories to come out of AT&T. At 6:36, she kindly told me that she had to leave for the night and I would have to ship back all of their equipment or be charged $200 per router.

I drove to the store where I purchased almost $1,400+ worth of iPhones and spent $5,000 last year with them. I talked with Gary ** , a nice guy. I took him outside and told him I have called in 10 times and gotten 4 different stories, how their support staff doesn't have current information and often mislead the caller. There is a story where an agent told Henry the account was cancelled by another agent at my behest. I did no such thing That was when they pushed it through because once it is cancelled, the notes have to be court ordered to be seen and I will be precluded from facing my accuser and my slights will be pushed under the carpet like last week's dirt.

They are so two faced. Gary said he had a special phone that can get things done. He came back and told me it is discoed and If I cancel all services, there will be over 500 dollars in early cancel fees. Now with all my payments on a cancelled account, it will be impossible to fit info on who said and did what.

I see this is predatory usury rates, unfair billing practices, switch and bait. I would like to join a group of people interested in righting the billing procedure wrongs that they promulgate to better their bottom line. AT&T knows they do this; they know how and when to do the overages by using lies and deception. I want my phones released with no charges to me or my sons, no salespeople will call on me, no negative billing stories or reports, internal or external. If you do, you will be subject to $5,000 fine. I would like this letter read to every employee my family came into contact with the last two days. No employee should be disciplined except for the person who entered the wrong order.

I need to get the tapes from two weeks ago and the last 3 days if we have to. I'm so slighted I have it all packed up ready for a shipping address.

Update: I just received another bill for $283 to be paid by the 20th of February or they will shut me off. Their equipment goes back Monday. I'll see a lawyer again and won't even go in any of their stores.

At the end of his work, he said the phone service would not come back on. He didn't know why and said he called his supervisor, who also did not know what to do. He said I'd have to call my phone company (my problem now), so I had to use my emergency cell phone costing 25 cents a minute to do so. Later that evening, I went up to use the other TV and the remote did not work. I then was so mad I tried to use the customer support live chat online. It stopped working after a couple of minutes, so I never got the responses I needed (did the guy get up and leave?). Therefore, I had no way to contact AT&T and used my costly cell phone the next day.

The supervisor I spoke with said she could not remove my $49 installation fee even after what I went through, just a $3 credit a day for no phone. I had to yell at her to get a technician out here the same day, not wait for when they could get one out at their convenience. The technician they sent out did give me a new remote, but didn't know how to fix the phone. Another AT&T guy came later, who was probably sent after my phone company called them. He did get my service turned back on and did not know why the installation guy turned it off in the first place. I am counting the days before I go back to Time Warner cable. I guess I will stick out the year with AT&T to get the savings.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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