US Telco Support > AT&T > AT&T Midwest > Cap on Business DSL?

Cap on Business DSL?

From AT&T website:
»smallbusiness.bellsouth.com/faq_···net.html
"Yes. Customers receive unlimited use of AT&T FastAccess DSL for one flat monthly rate without having to pay for extra hours."
Statement makes no technical sense in regards to GB/month.

reply to DyerUser
How much did you exceed it by?

Are you able to log in and view useage?

reply to davidhoffman
FYI thats for legacy BellSouth, and while AT&T has made efforts to unify and integrate accross the entire 22 state footprint, I would caution any non-BS region sub to go by that, this is AT&T and its possable that region or site may notof been updated fully.

Agree. I used the website survey to complain about the lack of definitive information. AT&T needs to spend less on advertising and more on keeping website functional and up to date.

well bear in mind "AT&T" is the holding company, in reality BellSouth is still around, just not using that name. up here its still The Ohio Bell Telephone Company, despite Ameritech buying them, and then SBC buying Ameritech. AT&T is just the name the "public" sees.

reply to DyerUser
Business class DSL has no caps, thats for any region.

reply to OSUGoose

reply to DyerUser
If your getting emails about exceeding the cap, then most likely in our records your a residential account. You should call tech support and have the check your account to see if its residential or business.

If its still business, then I need to investigate further and see if business accounts require static IPs to be exempt.

reply to Frohike

reply to wayjac
I have not yet spoken with billing. The office was closed when I called this evening.

My paper bill and the online bill list my DSL Service as:

AT&T BUSINESS HSI ELITE-S

I did get a warning e-mail and the online check shows me at 18GB over 150GB with one day to go in my billing cycle, and that I have purchased a 50GB block.

The e-mail implied that I was not charged this first time.

So, either business accounts do have a cap, or I have a business account that is not configured properly in the system.

reply to DyerUser
Call TechSupport.. not billing. We can check our system and see if its listed as residential or business. We are open 24 hours.

Or you can wait to call billing and if they confirm you are getting business, then complain about having a cap when business accounts do not have a cap.

A roughly 15 min call with tech support has confirmed that:

1) Their system shows me as residential

2) They do show that I have been paying $79.99/month for years

3) That I will need to talk to billing tomorrow

It really threw him when he asked my modem type (to help determine if I was business or residential) and I said a Netopia Cayman 3500. He'd never heard of that one.

That is a rare one now a days....just like 5861's you never see any of them anymore.

reply to DyerUser
You have a 3500 series... but more specifically... you most likely have a 3546. If you check the version on your modem interface home page. With some techs you have to be more specific - they just can't make that leap.

And of course being listed as residential in the system which is the same system that bills you will cause this =).

Still on hold, after talking to 7 different agents this morning.

Can anyone suggest who I should speak to or what I need to say to get the Business class service I have been paying for since 2003 or 2004?

Here's the saga so far this morning after over 2.5 hours on the phone:

Called billing just after 7am. Took about 25 or 30 minutes to speak with someone. They listened to my issue and put me on hold while they checked some things. After a number of minutes on hold, they agreed that I had a business class DSL account and that was what their systems showed. She had indicated she was transferring me to the business department to straighten out any confusion in the systems that she could not see. There was another 10 minutes of alternating brief hold music followed by absolute silence which repeated a few times finally terminating in an advertising message for an 800 number to call to compare home mortgage rates and a disconnect.

Called back in. Spoke with an agent within about 10 minutes this time. That agent took same information and again put me on hold after hearing my issue. About 5 minutes after that, I was back into the beginning of the AT&T help queue asking if the number I was calling from was the number I was calling about.

About 10 minutes later, spoke with yet another customer service agent, who gave me an 800 number for the business support line and then transferred me to that line. That put me back in the AT&T queue asking about the number I was calling about.

I waited on the line, just to make certain that I was not giving up my place in line on business support. After another 20 minutes on hold, I got to residential support.

Figuring it was the phone number I was typing in that was dropping me into the residential queue no matter what number I dialed, I re-called AT&T, indicated I had no phone number, did not know the zip code where I wanted new service and that ultimately, I was a business.

That finally got me to the business queue, who could not pull up any information on my account, because it was residential.

He indicated that I had a residential class DSL account. He could set me up with a business class U-Verse account, which I indicated I did not want because I cannot tie all the static IPs to a single MAC address on U-Verse.

So, he forwarded me to business DSL support, even though it seemed like the generic tech support.

I explained the issue to "Marie" who indicated I should talk to Billing.

When I insisted that I had spoken with Billing and they had directed me to her, she put me on hold to speak with a supervisor.

She returned after about 5 minutes and suggested I really needed to talk to a different department because they could not change anything. I asked to speak to a tier 2 tech and asked for a ticket number. She indicated she would give me one and put me on hold.

After about 3 more minutes, I was in a hold queue with a recorded voice saying "Please Wait!" every few seconds. "Marie" never gave me a ticket/support number, but did get me to a customer service rep called Tara who said she could help.

Initially Tara indicated she was seeing that I was paying for business class DSL and then placed me on hold.

She tried to sell me a Residential U-Verse account and when I indicated I wanted the Business DSL I was paying for, she said I was subject to the limit, but after some back and forth, she said I had to talk to the Business Billing department. I asked for a trouble ticket number, which she said she could not provide because she could not help with the issue. I asked to speak to a supervisor.

She came back after a few minutes and indicated she was going to transfer me to the business department and stay on the line with me when I spoke with them, and then placed me on hold. Tara did jump in a few times during the hold to indicate she was still with me, but ultimately after 20 minutes or so indicated she could not remain on hold with me.

30 minutes after that, I am still on hold.

Another 20 minutes and I was disconnected.

I'll try again later.

reply to DyerUser
Post here: »AT&T Direct

This is private forum for AT&T employees. You can post your private data , like your Telephone number. When I get to work tomorrow I can look at it and see if anything can be done on my side to fix it. I'm in Tier 2.

Just send me a PM when you post.

Thanks. Information posted on AT&T Direct:

»[billing] Business DSL on Residential POTS: CAP being applied