 Review by tad2020 
UPDATED: 1 year ago
member for 2.3 years, 541 visits, last login: 15 days ago
 Santa Ana,Orange,CA
 Business customer
 $52 per month (12 month contract)
 about 24 days
 AT&T
 "Was only 2 weeks late instead of my normal 1-2 months. Site techs know their stuff and can help you more than your AM."
 "Raised prices recently. Zero communications on order status, serivce status, trouble ticket status."
 "Expensive, usually fouls up orders, never completes orders on time and\or they're done incorrectly."
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Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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Order service on Oct 10th. I wanted to get their $35 3Mbps DSL service at my old office, but I was told that they recently raised rates and the new rate was $52. The CSR said after a while that she could do $40, but I have no idea on the details on this deal or if its a LT contract or not, or if that is what I'll be billed. I was given a completion date of Oct 17.
On Oct. 17 the POTS line was installed but the service tech that installed it was not able to find any order of DSL for this line (I was pretty much expecting something like this to happen) but was able to see many other orders for that location on a later date. He figured that it should be turned up later that day or Monday (20th).
On Oct 21st I contact out account manager and ask her what the status is. She says that the order was completed the 17th and I need to install the modem. She transfers me to the DSL dept so I can get the PPPoE user/pass so I can setup the modem, the guy in India tells me he can't help me with that unless I'm at the site the line was installer at, which is a half hour drive from my office, so I need to call them back when I'm over there instead.
On the 22nd I call the DSL dept from the site, I get a guy with a British accent in some unknown dept because the automated system transfered me to somewhere other than CS like I had said. He transfers me to CS. The CSR can't find the order for the DSL but can for the phone line, then he finds the DSL order somewhere else but can see a status. He calls the provisioning dept. The girl in provisioning sees that the line was tagged as having a problem, but it's not detailed and she can't tell why. She calls over to line testing and puts me on hold for a while. She comes back and says someone from line testing will call me tomorrow morning about the status of the order.
23rd, no one calls so I email my AM again with what happened the day before. She replies that she's checking on it. I head back over to the other site for a meeting, I run in to an AT&T service tech installing the other lines for the site for another customer. It's 2pm and the DSL was still not up, by this time my AM replied that I have a new install date of the 28th, but I do not get this email cause I still don't have internet at the site. I talk to the the service tech about the DSL problems and he was confused why it would take so long (ie. 99% are done same day as the POTS line), so he calls in for me and he's on the phone with provisioning for a while. 15 minutes later he's done and says he got the order escalated and that someone would call me in 8 hours, but it's already 2pm so they'll call the next morning.
24th, I get in to my office and I have voice mail from AT&T's automated system from the day before about the 28th due date and another one from that morning from the DSL dept that the order would be completed by the end of the day. I go over to the site at 2pm, the lines still not live but they still have while left in the day.
27th, I got over to the site mid day and the line is FINALLY active. I call the DSL dept again to get my PPPoE user/pass, which I should have received by now if they had ever sent order statuses like their supposed to, so I can setup the modem, but I can't call them from there cause I forgot to bring a phone with me. Emailed my AM again to see if she can get the info for me.
28th, I'm still waiting for a response. Still not up. I may have to cancel the service on the 30th if it's still not up by then, I have a dead line to meet and other providers have said they can have me up within 3 days.
AT&T has fouled up every order for the 1.5 years we've been using them. This order has been the least overdue of any so far. Our two T1 lines for voice and data were 60 and 90 days overdue, respectively. I have a single fax line that took at least 6 weeks to get installed.
Other than the incompetence to complete orders on time or correct and the rather high prices, the service is reliable and techs in the field do a great job.
Update: Yesterday (29th) I called the DSL dept again, I got the PPPoE account setup and the line was finally turned up. But I noticed that there was a problem with the line, for one the static on the line (I was using it to call them) was so bad I can barley understand anyone I call, and two, I was only getting 1.5Mbps down when I was told 'd have no problems getting 3Mbps and I know that I should, I had 3Mbps service at that location before with SBC just last year . The CSR ran a line test and found some problem(s) then she goes to talk with line testing for a while, she comes backs about 15 minutes later, says they're going to do more test and some one will call me the next morning. At the end of the hour long call the DSL when down; at least they started the line testing right away this time.
It's now 11pm the next day and they've yet to call back. I'm still hoping to get this completed by the end of the day so I can meet my dead line.
Update2: 5PM, I just got off the phone with them again to inquire about my ticket and not being called. Even after confirming my contact number they still tried to call me on the service line's number, which is at a different location from me. They gave up doing anything on the ticket after they were unable to contact me on an unmonitored line, with no phone, in an empty building. They tell me than 1.5 is the max for this line, but I had 3mbps just last year at that location and told them if they cannot fix this line, they I want them to reinstall it on another circuit. They're, instead, going dispatching a tech tomorrow (31st) to check it out. On the plus side, this call only took 30 minutes instead of the normal hour plus.
Update3: The tech never called/came the 31st, but Monday the 3rd a tech called and said he'd be out there that day. I meet him near the local crossover box where he's found, unsurprisingly, that there is something wrong with the line from the CO to the there and he going to switch it over to a different line. 30 minutes later he was able to get it switched over and syncing at ~2300kbps. The tech explain that because someone in the area had gotten a T1 line installed that it wasn't going to be possible for it to keep a sync at 3mbps (he did try, it dropped out after 30 seconds). I didn't quite understand why that would effect my line, but at this point I didn't care anymore. At least I got the +2mbps I needed.
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