AT&T Internet Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

The cost of having the service re-activated.

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

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

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

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

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

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

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

Only access to internet is dial up conection

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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