anonymous234
@sbcglobal.net
| [General] Worst customer service
Here's my story with at&t
Feb 19th: Placed order over phone. I was informed that I would not receive the rebate on the modem since I was not ordering a phone line. This is not indicated anywhere on the website, and I believe it is very deceptive. I ordered the dsl modem, but instead received and charged for a router. I figured it was not worth the effort send it back. I ordered the Pro Plan (3 mbps) service.
I received a letter in the mail indicating my order was placed on the 21st with a service activation of the 27th.
Feb 27th: My connection did not work. I called customer support to help with diagnosis. A ticket was opened (np96p188). I suggested that a tech should inspect ATTs box in my apartment building. This was ignored.
Feb 28th: Automated system called me to inform that there was a problem with my connection. I called customer support and was informed there was a problem with my line, and a tech would inspect it.
Feb 29th: Automated system called me at 6am to inform me my connection was fixed. It wasn't. I called customer support and was informed nothing could be done because of the weekend. I was now told there was an equipment problem.
March 3: I called customer support was informed there was an equipment problem but was still not fixed. I requested to talk to a manager (Tracy) who called me back 30 minutes later. Tracy informed me there was indeed an equipment problem and would escalate the ticket and have my internet working the next day.
March 4: Internet still out
March 5 (am): I called customer support was informed my connection was not actually setup at all. I was assured it would be working by the end of the day.
March 5 (pm): Internet still out. I called customer support was informed that my connection was setup but again there was a problem. My original ticket (np96p188) was no longer valid, I assume it was closed without resolution. A new ticket was issued (np96tg55). I was assured a tech would visit my building. I was informed there was a change to my order but could not provide what the change was or why it was made.
March 6: Automated system called me, but my cellphone dropped the call. I called customer support was informed a change was made yesterday at the central office. I indicated my internet still did not work and someone should visit my building. I was assured a tech would visit my building between 10am and 2pm to look at ATTs box in my building. The tech called me later stating that he could not get into my building, even though I was assured this by customer service. The tech was extremely nice and said he could come by later in the evening if I could leave work early. That night the tech performed a tone test from my jack to the punchdown block and then the box on the street. He later informed me line was fine and it must be a problem at the central office, and that it should be up and running tomorrow.
March 7: Internet still out
March 10-12: Internet finally established, although the modem provisioning is set at 2 mbps, slower then the plan I ordered.
June 23: The router provided by ATT which I did not even want had a hardware failure. I called tech support and was told it would be 3-5 buiness days until a new router would be delivered. After asking if I could get a refund insted of a replacement so I could buy my own I was tranfered to someone else who said I would need to wait until the next day to contact billing.
June 24 (am): After talking to 4 people I recieved a return order for the router but was not assured if I would recieve any credit for the failed modem. After being transfered to billing (the fifth person) I was told I would need to speak to a manager to recieve credit but "all managers were in a meeting" and would need to be called back. I was assured a manager would get back to me within 24 hours.
June 24 (pm): I ordered a basic phone line for my apartment online. I called tech support and went ahead to get a return router figuring trying to get my money back was not worth the effort.
June 25: 24 hours have passed and no manager has tried to call me.
June 26: I was called by a tech stating that the way my service was ordered required a new physical phone line and that would require installation service since my apartment only had one pair connected. He stated I could have the line added to my DSL but would have to call ATT, and then canceled my order at my request. I called ATT to setup the new service but was told I could now have to pay a $40 fee which is waived if using the online system, although the online system would not let me perform an order in this manner. I was also told I would have to have Internet downtime so they could convert from dryloop DSL to normal DSL and there would be no way to work around this. I cancelled the order.
June 26 (pm): I received an email confirming my order for a land line that I did not request.
Other complaints: In all of this I have not been able to use the online services since everytime I try to use my 088-001-xxxx dry loop phone number the ATT system tells me this is invalid. Why does it cost and extra $1.25 per month to be unlisted?
Over the course of my experience with ATT I believe I have been exposed to deceptive practices, lied to, ignored, and cheated out of my time (hours on the phone) and money (cell phone bills). I have told ATT how I was taking online classes on the opposite coast and require the internet to successfully complete this course for my Master's degree. At the time I had an exam due and was weeks behind in my lectures because of my lack of internet. This caused extraordinary stress. I also work from home at times and depend on having the Internet. I believe I have been understanding and reasonable, but this situation is unacceptable.
I hope to have nothing to do with this company ever again. If someone reads this thinking about getting at&t.. my recommendation for you is to think about other alternatives. I'm going to cancel my service, dealing with this is not worth the extra few dollars I'll save over someone else.
Oh ya... these 2 wire routers suck, the interface is completely useless and it requires hard resets every once in a while. |
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Duchess44
Premium
join:2001-10-24
Chattanooga, TN
 ·Comcast
| I totally get it. I called and was just inquiring about cell phones. Just wanted prices and plans. NEVER said I wanted one or go ahead. 3 days later what do I get in the mail? A CELL PHONE. I called and got a return order, but my bill has since had the fees, etc. for the cell phone. I called and got that straightened out, but then I am still getting the "Welcome to our cell phone service, here is your bill" crap in mail and email. Geez. Trust me, if VIOP ever decided to give the lifeline credit, I am going with Vonage! |
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anonymous234
@nvidia.com
| Well the saga continues...
I called to cancel the phone line which I never confirmed... the first person could not find my information. I did not have the order number since I was on my way to work. I asked to be transferred to someone who could find my information and I was transferred to the att black hole.
I called back and type 00000000 at the stupid prompts and somehow ended up at dialup. I asked for a manager, was told they couldn't help me and would be transferred to customer support which ended up being a phone that ringed 100 times and then gave me a busy signal.
I'm off to call again with my unwanted order number, and my dsl line to cancel everything. It's pretty pathetic that I can't even cancel my service with these useless people... |
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hairspring
join:2007-11-23
Oakville, ON | reply to anonymous234
I don't see why this is in the rants/raves section.
The post is well structured, factual, and concise. Its length is simply due to the volume of issues encountered.
AT&T forum would be a better place IMO. |
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jadebangle
Premium
join:2007-05-22
Olathe, KS
 ·SureWest Internet
·AT&T Yahoo
·Comcast
| They have a lot of customer to deal usually they don't have time to please everyone so yes you get rolled over like that. like an 18 wheeler truck not respecting your right of way. The pedestrian has to get out of the way or get run over by big company like att...
att is now looking into imposing usage caps
that's right it be somethin' like this.
lite 768kbps at 10gb
1.5mbps at 20gb
3.0mbps at 40gb
6.0mbps at 60gb
going over will be charged a dollar per gb.
This way those who use more then what they suggest will have to pay more... the customer will pay more and make att happier. Its not about good service its about making us pay more for a lousy service.
canadian broadband did this a a year ago and many canadian are outraged... corporate interest only cares about themselves, they are not here to provide good service or make us all happy... the more money can can get us to handover the happier they are, these investor are them...
there is no such thing as 3rd party investor...
you think that average people like us have money to invest in att, comcast, timewarner, bellsouth, rogers, charter cable, media one and the list goes on. |
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Rob
In Deo speramus, God Bless the USA
Premium
join:2001-08-25
Kendall, FL | reply to anonymous234
I thought all their modems were routers? |
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jadinolf
I love you Fred
Premium
join:2005-07-09
Ojai, CA
·DSL EXTREME
| said by Rob  :I thought all their modems were routers? They were in the 2Wire days but I don't know about now.
I got mine in June of 2005 and it's still going strong. 
--
This post printed on 100% recycled bytes |
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NormanS
Premium,MVM
join:2001-02-14
San Jose, CA
·Pacific Bell - SBC
| reply to Rob
said by Rob :I thought all their modems were routers? OP states, "I ordered the Pro Plan (3 mbps) service." OP ordered at&t Yahoo! HSI Pro, 3008kbps/512kbps. Customer has a choice of either a Motorola 2210 (not the same as issued in AT&T Southeast), or a 2Wire 2701HG-B.
The Motorola 2210 shipped to at&t Yahoo! HSI users is, functionally, identical to the old SpeedStream 5100/4100 modems originally shipped by SBC. These are not routers, in the normal sense.
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum |
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fruhead
join:2002-01-29
Montclair, NJ | reply to anonymous234
I have to say - what a wonderfully thought-out post, well written, easily readable. It just flows.
[X] Would Read Again
As to the problem:
you're boned. |
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