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AT&T Southwest page on DSLReports
Six Month Rating

Reviews:
bullet 1592 reviews (933 good) (330 bad)
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Review by mrlopez88 See Profile

  • Location: Saint Louis,Saint Louis City,MO
  • Cost: $49 per month (month by month)
  • Install: about 7 days
  • Telco party Southwestern Bell
Good "Got equipment fast line worked great for almost 3 months"
Bad "Customer service stinks big time."
Overall "If you have problems with SBC you may never get good tech support."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Here is a copy of my first email to support:

Hello, (It is important both Support and Billing to read)



I have been having problems with my DSL account which started on Wed (10/30/02) of last week. When I attempt to load a web page the browser just sits there doing nothing until it gives me the following failure message: “Cannot find server or DNS Error” The problem would occur mainly at night 6:00 PM to midnight and if I waited from 15 min to 30 min the problem would go away only to return later. I waited until Friday 11/1/02 to call and did everything the tech support person asked but was not able to get it to work. A trouble ticket (#nnnnnnn) was initiated and I waited for a tech to come out on Monday and help me find the problem. By the time he arrived I thought the problem went away because I had been running error free since Saturday. I did however have him check my wiring to make sure there was no problem on my end and he said everything was okay. I asked him if the cap on my line of 768kbps could be removed so I could get more speed but he said I was too far out and the cap at 768kbps was the fastest I could run without having problems. I asked this question 3 other times since the line was setup and was told the same thing as the tech told me on Monday. (I will not ask again because I’m sure now you are telling me the truth) I explained the problem with the line going dead and timing out on Wed through Friday and the tech said he saw the same problem on his PC at home. The only exception was Wed which he didn’t remember if it was failing on his PC.



Later Monday evening 11/4/02 I tried to load a web page around 6:15 PM only to have the same problem as Friday. I called tech support and we did several things to try to pinpoint the problem but was unsuccessful. A second trouble ticket (# nnnnnnnn) was initiated and on 11/5/02 I received a call from a tech who tried to see if he and I could find the problem but he was too busy to spend much time with me. I really needed someone to work with me after 6:00 pm when the problem was easy to reproduce. In an effort to try something, he changed the cap on my system to 384 kbps and said the problem should not occur again. He said try it for 24 hours and if it stilled failed I could call back the next day. I called back on Wed 11/6/02 and informed Tech support that the problem on my PC was even more intermittent. I could not keep the problem occurring long enough to try anything to determine where the problem was or what would fix it. I asked for the cap on my line to be returned to 768 kbps since it didn’t fix my problem but only made it more difficult to troubleshoot. After going around in circles for nearly an hour being disconnected once or twice I finally got an agreement to return the cap to 768 kbps. I was told to wait 4 hours for it to be done and when I checked my PC that evening it still hadn’t been done. I called again and was told by a tech to call back on Thursday 11/7/02 and ask for the cap to be returned to 768 kbps because his dept could not do it.



Thursday 11/7/02 I called at least a few times and got transferred around until I spoke to a person who could contact the Provisioning dept to have them make the adjustment. That night it still hadn’t been done so I called Friday 11/8/02 and asked to be transferred to the Provisioning Dept to speak to some one who could help me. I got someone in Sales or Billing who told me I was talking to the wrong dept. I was finally connected to Provisioning and thought I would finally get the cap returned to 768 kbps, but was told I wasn’t supposed to run that fast. My line according to the person I spoke with was only supposed to run at 192 kbps. I informed the lady that I’ve been running at 768 kbps since the account was created in August and she said that was a mistake. If I wanted the cap returned to 768 kbps I would have to upgrade my account and pay for the additional speed I received by mistake for August – November. I was then transferred to sales or billing who looked up my account and verified the type of account I really had. (It was download up to 1.5 Mbps just as I thought) The Manager I spoke to said she would transfer me to Provisioning to have the cap changed. I asked her to explain the type of account I have so they wouldn’t argue with me again. I was told to ask for the Provisioning person’s manager if I had any problems getting them to do what was promised. I mistakenly got transferred to tech support and spoke to a tech who told me his dept couldn’t change a cap and that I was transferred to the wrong dept. He said he told the manager who transferred me it was the wrong dept but she asked him to speak with me anyway. I finally got transferred to Provisioning to have the cap returned. I was told to give it 4 hours so I thought the problem of the cap was going to be resolved once and for all. Friday evening it still hadn’t been done, so I am writing this email and sending it to both Support and Billing to let you know what I have been going through. There are a few things I know I need to do on my end but it is still very hard to do if I can’t get the problem to last more than a few minutes at a time. I don’t think I should start a 3rd trouble ticket until I have done everything I can do on my end.



I hope I am able to find and fix the problem if it is on my end after the cap is finally returned to 768 kbps but I have no assurance the problem will be on my end. Why was it so easy for a tech to reduce my speed (1 to 2 min to do it) but so very hard to get it put back to where it was? Can someone please help me to do this simple thing and save me from the trouble of making countless calls and being transferred from dept to dept only to be given promises that won’t be kept? I will not call again until I hear from one of you. I have had my DSL since Aug 2002 with no problems at all until 10/30/02. I would like to have confidence that your company cares enough about it’s customers to deal with then fairly and keep them happy.



Call me at (xxx) xxx-xxxx if you need further information. If you can get Provisioning to return the cap to 768 kbps just let me know in a reply and I will wait for it to be done. Thank you for reading my lengthy email and I hope to hear from you on or before Monday.



member for 11.9 years, 42 visits, last login: 3.8 years ago
updated 6.7 years ago

Comments:

Review by iSpy See Profile

  • Location: Leavenworth,Leavenworth,KS
  • Cost: $34 per month
  • Install: about 7 days
  • Telco party AT&T
Good "There ok"
Bad "Tech support is lacking upstairs"
Overall "C+"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

My Other Reviews

·Time Warner Cable
Connection Speed: • Incoming: 6.0Mbps • Outgoing: 768 Kbps
Using A ipcop box.
AT&T Yahoo! High Speed Internet Elite Package

Tech support lacking upstairs

1/26/08 The time has come to say good bye To AT&T as of 2/1/08 I will be going to Time warner for all my needs Phone/Cable/Net. Just one bill and a saving of over $60 a mo.

It's Over

member for 12.3 years, 986 visits, last login: 1 days ago
updated 6.7 years ago

Comments:






Review by captbrian See Profile

  • Location: Alhambra,Los Angeles,CA
  • Cost: $28 per month
  • Install: about 12 days
  • Telco party AT&T
Good "Always on, no drops"
Bad "speed horrible, customer service truly incompetent"
Overall "Have no other choice. If could actually get 3.0 speed might be happy"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:

as with most Telecom/cable/DSL customers there IS NO choice, we get what services our neighborhood and that's that

3.0 Pro Package (dry loop): only getting 1.290 actual max download speeds

order and install process HORRID: have received several $99 cancellation notices in the mail before the service was ever even active (and is a month-to-month), name and acct info still incorrect despite several attempts to correct. install date pushed 3 times, showed up and installed on the 2nd of those dates, but customer service still showed I wasn't a customer, when activated had me listed only as a 2.0 customer (despite not even offering that as a package?), took over an hour to get through to someone that could confirm I was a 3.0 customer and re-provision.

2Wire gateway, no problems

Tech that did the install was super cool and seemed very knowledgeable, the only one at ATT that I have observed thus far with these qualities.

member for 6.9 years, 31 visits, last login: 3.3 years ago
updated 6.9 years ago

Comments:

Review by whocares0 See Profile

  • Location: ..
  • Cost: $65 per month (12 month contract)
  • Install: about 3 days
  • Telco party MCI
Good "good install"
Bad "none so far"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

so so ,i guess?

member for 11.2 years, 2233 visits, last login: 5.5 years ago
updated 7 years ago

Comments:






Review by Peter.Salater

  • Location: Dallas,Dallas,TX
  • Cost: $49 per month (12 month contract)
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I despise my SWBell DSL/internet service
i signed up for swbell dsl/isp in november 1999, after being told that it
was now available in my area. i was told if i signed up for a year, i would
get free installation and 39.95 a month. i took off a day from work since
swbell would not set a specific time, only an 8 hour time frame. everything
was set up as planned.

when i got my bill, i discovered i had been billed for the installation. it
took several calls and about 4 hours of my time being placed on hold, and
being transferred to someone else, but i finally got them to take the
installation fee off.

i also discovered that i was being charged 49 a month for the dsl. it took
me until march 2000, and about 6 hours total of holding, being transferred,
and yelling to get switched to 39.95 a month. however, i was told at every
turn that there was no 39.95 a month special in effect when i signed up,
when sales clearly offered it to me on two occaisions, in november when i
first checked into it, and in late november when i placed my order.
technical support was mostly rude, with one guy who claimed to be the head
of the dsl technical support department even accusing me of lying. i filed a
complaint with the better business bureau over this. i got one month's
credit (of 49 dollars) and got the service switched to 39.95 as of march
2000, which obligates me to a year service from 3/2000 - 3/2001, instead of
the previously offered 1/2000 - 1/2001.

now, as of yesterday (3/21/2000), i can no longer send email from my
swbell.net account when i am at work. i connect through a lan at work, and
need frequent access to my personal email. i downloaded and installed
netscape because technical support would not support microsoft outlook
(which i prefer). after over 30 minutes on the phone today with technical
support, trying to figure out why my email suddenly would not send, i was
told that i will no longer be able to send email unless i am connected
through swbell through a swbell dsl or a swbell dial in. it was suggested
cheerfully, that i can continue to send email to other swbell.net addresses,
just not outside internet addresses. where do they find these technical
support people? do they recruit ex-aol employees?

i have had a lifetime of bad service from southwestern bell, starting with
my local telephone service, and ending with this latest waste of my time,
their dsl and isp. i am now going to cancel my dsl, my isp, and my local
service, and go elsewhere.

i do not recommend swbell to anyone. while i did enjoy the fast dsl
connection (i was close to the hub at home), their technical support is rude
and incompetent, and there seems to be little to no communication between
different departments, and little concern for customer happiness. and email
is regularly unavailable even when i am at home. there are plenty of other
companies out there that are not so large that they have no concern for the
customer. and i am going to find one. with other companies even offering
local phone service now, hopefully i will never ever have to deal with
swbell again as long as i live. i'll post back when i find something i am
happy with. until then, beware of swbell.

PS

(review was emailed from domain RIAG.com)
lodged 7.1 years ago

Comments:

Review by soanalyst See Profile

  • Location: Houston,Harris,TX
  • Cost: $34 per month (12 month contract)
  • Install: about 10 days
  • Telco party AT&T
Good "Wide array of services available. Package bundling saves money."
Bad "DSL speed inconsistent, value for dollar/quality of service is poor."
Overall "The quality of service needs to catch up with the hype."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I have to laugh when I see the commercials stating that AT&T has the "fastest" internet in Texas. I currently have the ELITE package at $34.00 per month (6mb/600k). I am currently running at around 1.2mb/600k, this is not a good value for the money.

I have three wireless PCs scattered around the house with my main PC being ethernet (directly into the router). My router is the 2WIRE 2701HG.

My bad experiences have centered around download speed (slow browsing, downloading, listening to music, watching streaming video, etc.)

For months, I suffered with the slow speed after my upgrade from the PRO package to ELITE. When I finally got tired of paying for high speed and receiving EXPRESS speed, I began working with AT&T tech support. The technical support people swore that the problem was with my PC or Software (virus, spyware, etc.). I had already checked all of this before contacting technical support, but they would not budge, even when logic was applied. In order to prove them wrong, I wiped and reloaded my PC and left my other PC's off my home network. The results were exactly the same. I was too upset to call the "help line" back, so I posted my ticket number and all pertinent information on the DIRECT forum in dslreports. Not long after I posted to the forum, a technician called me from AT&T and corrected my problem in 15 minutes. Apparently, my high speed "ELITE" package was never activated on the phone line, but I was paying for it for months. The technician flipped a setting on his end and all was running fine. Needless to say, I received a few dollars back from AT&T for paying full price all those months.

Currently, I am have the same problem and it has been reported. The fun never ends with AT&T DSL..........

member for 7.4 years, 7 visits, last login: 3.4 years ago
updated 7.2 years ago

Comments:

Review by julesism See Profile

  • Location: Austin,Travis,TX
  • Cost: $90 per month (12 month contract)
  • Telco party Southwestern Bell
  • CLEC party: Southwestern Bell
Good "Very Reliable!"
Bad "Have to pay for a land line, plus commitment, plus slower than cable"
Overall "If you need speed with no commitment, go with FIOS or cable"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

My Other Reviews

·Verizon FiOS
SBC SW/ATT SW DSL was very reliable but 6/768 was not enough for me. I never got the full 6/768 anyways, it was more like 5/600. Having to pay extra for a land line isn't fair either, not to mention all the crazy addon charges that add up. I dropped SBC and Vonage and have everything bundled with TWC now. I have 10/1 internet! w00t! I'm spending a bit more than I was with SBC+Vonage (~$130) but now I have Phone, 10/1 internet, and a dual-tuner HD PVR for ~$150. Well worth the extra $20! I also like the fact that TWC is DHCP and you do not have to install or pre-register anything.

member for 12.8 years, 2650 visits, last login: a few hours ago
lodged 7.7 years ago

Comments:

Review by HOU1984 See Profile

  • Location: Houston,Harris,TX
  • Cost: $60 per month
  • Install: about 20 days
  • Telco party Southwestern Bell
Good "At least the installer 'tech' found the house on the third attempt"
Bad "Incorrect information from untrained (commissioned) sales force"
Overall "Needed 3 departments to coordinate install, but none talks to another"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Sold a level of service that is unavailable at location. AT&T is a disaster from start to finish, although they never actually finished the job before giving up. Lots of inter-departmental finger-pointing. Almost took 3 weeks to discover the problem. Each group basically calls the others "idiots". And they are all correct on that one point!

member for 7.7 years, 1 visits, last login: 7.7 years ago
lodged 7.7 years ago

Comments:






Review by grayem See Profile

  • Location: Kansas City,Wyandotte,KS
  • Cost: $19 per month (12 month contract)
  • Install: about 10 days
  • Telco party Southwestern Bell
Good "It works, but it worked better before I moved, and it seems to be getting worse"
Bad "Getting tired of billing errors every time something changes."
Overall "Starting to think cable doesnt look so bad."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

My Other Reviews

·Charter
*****update August 2006+++++

Once again, the billing mistakes have come with a new year of service agreement changes. I got the annual letter telling me my service at 19.00 is ending. I have the option of buying a new service for 14.99 (3Mbs)or the happy option of 45.99! (1.5Mbs) WHoopie! So I get ready for the annoying 3 hours on the phone explaining that my line can't handle this "great new upgrade" to 3mbs as it can only handle 768Kbs. The sale person tells me it is fine, and that I can have the upgrade. I say ok knowing better. I wait for the tech to call and tell me it was a mistake, and because my line can't handle 3mbs, I have to pay 45.99... blink blink.. this is fair? (remember my line used to handle 1.5 no problem) Every time they improve the connection speeds in general, mine drops in capacity. I ended up negotiating a 19.99 at 768 down and up (super!) for a years contract, and guess what? Yep, billing error! So I now get to spend another 3 hours on the phone to correct something I already took care of. ARG.... Cable? but I don't watch TV.

****update 2005 august*********************

Changed service to lower rates (Unfortunatly and as usual, any change results in mistakes on bill, that take a month or two to correct.) same speeds, I am now using interleave to get good speeds, but sorta slow Ping, and its OK with me.

I

PPoE through an SMC router.

#################################update###########################

I am still stuck at 384 download. For a while I had 1.5/128 and it worked great. Then they "upgraded" the system for everyone. My connection stopped holding sync, and they dropped me to 768/128 Later, my phone line was cut by parks and rec trying to fix a water main up the street. After sbc repaired it they had to drop my speeds to 384/384. Sad, but no real options and I am stuck with SBC.

################################end update############################

I ordered the second DSL account when I moved. I already had a modem and the filters from the last time I had service, but they send new stuff any way.

I asked for the 39.95 service, they set that up then when I went to billing, they sold me on the idea that I get total connections for 39.95 and the DSL would drop to 29.95 So in reality I am paying 6 dollar more to have caller ID, call waiting, voice mail, and some other junk I dont need.

Two days later hooked up my old modem and the DSL light turned on but the speed I got after connecting was pretty low, 164/109 or so. I came here to get help (I did, and may get more, I am waiting patiently) and I am still stuck at 384/128. I will cancel my service if they dont at least let me try to use the higher speeds.

They say on the modems that we should leave them on for 10 days. It should get faster if they think it will work. I am patiently waiting for this. I have pings in the 30s right now, no packet loss, but download speeds are one third what they should be because of the capping system.

Because of the online service here, I thought it would be worth trying to get DSL going even though I am fairly far from the CO. I would have given the tech support a 1 on the ratings, if it werent for the BBR associated tech support in the forums.

######################### End of New Connection Review ############################

Below is the old setup I had before I moved to a place that was further from a CO. Since I wrote this account below, official support has become a blessed improvement in customer service for me.

########################## Old Connection, differernt location #########################

They really arent the provider. Every time I called, they had to put us both on hold and call ASI, whoever they are. ASI sent the modem, they tested the line, and they caused the delay sending the equipment. Southwestern bell folks could answer about one question each. How much does it cost? or How fast is it? beyond that they relayed my questions (I learned to ask on DSLReports.com) to tech people but I could never talk to the tech people directly. After reading so many horror stories here, I knew what to expect, and treated the people on the phone very nicely and they were helpful as far as they could help.

For some reason they could not figure out why they did not send my modem and I listened to the conversation with ASI the people. Some box was not checked on a peice of paper was all I could decifer.

Ordered 384/128 and got 1293/180

Order was easy and install went flawlessly on my home built Athlon 900 mhz Abit KT7

I was worried about the Athlon after hearing the tech filks that log on here say they are troublesome.

I am using The SMC Barricade Router to hook up two computers and that works great. I do not have to reconnect when I start my computer. So far I havent been kicked off. I am using PPPoE. This router is designed for it and it has port mapping and works well with online gaming. Its not very expensive with the coupons at bUy.com

USE THE TWEAK GUIDE! I changed the MTU from 1454 to 1492 and set it to automatic and that boosted my system from 2x a 56K modem, to 25x a 56K modem!

member for 14.1 years, 1470 visits, last login: 6 days ago
updated 8.2 years ago

Comments:

Review by gtoken See Profile

  • Location: Fort Smith,Sebastian,AR
  • Cost: $39 per month (12 month contract)
  • Telco party Southwestern Bell
Good "Dependable Connection"
Bad "Barely faster than dialup"
Overall "I wish there were a better provider around here."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Ive had SBC DSL for a couple years now. That was after a year of them telling me it was available but in reality they didn't know what they were talking about. Now I can connect but speeds are extremely slow even though I live in the very center of a town of over 100,000 people. You would think they would have more equipment installed to provide better service in a town this size. Its better than dialup, but not much.

UPDATE: 05-17-06 I dumped SBC because it was just TOOOO SLOOWW (290k). I now have Cox Cable internet (4mb) and so far it's working out great. BIG improvemnet. "IF" SBC were to ever upgrade their equipment in my area I may consider switching back.

member for 10.8 years, 2077 visits, last login: 1 year ago
updated 8.4 years ago

Comments: