Boy SBC/ATT online ordering, do you ever suck

Submitted by brad on Sat, 2006-01-14 15:29
Topic: 
Solve this

Can giant companies, especially monopolies, ever get it right? Listen to this litany of the efforts to move my phone service, and get DSL.

  1. SBC offers rebate of the $35 install fee if you order your service transfer online. Great.
  2. First attempts to do it fail. When it says I can't do this, it gives me an 800 number to dial to make the trasnfer. Number asks me which state I am in, and offers a choice of Texas, Oklahoma and a few other Southern states. Press 0, eventually get to agent who says, "You're in California, I can't help you."
  3. Try to call California customer service. Long IVR and long wait. Have no idea who to ask to fix web problem.
  4. Email online customer service. A few days later I get a canned meaningles response, as is so common with online customer service these days.
  5. Notice there is a $100 gift card offer if you sign up for DSL online. That's great, since at the 6 month promo price, you can effectively get DSL free for 6 months if you want it.
  6. Promo notice says terms of $100 gift card can be found at www.sbc.com/polarexpress. This URL just redirects to the AT&T home page. Mucked up in the merge. Nobody knows who to tell to ask to fix it. Did email customer service, never heard back. Nobody at the live agent desk knows the terms of the online promotion of course.
  7. Phone customer service says they can take my order, but will charge me $35. I should have accepted that then and there!
  8. Instead I try online transfer again. Now it lets me in. But it can't find "23rd avenue" in their database. I try many permutations
  9. Eventually call agent again. Long, long wait again. Agent says, "Oh, we spell it '23D avenue'" -- gee, that's obvious.
  10. Yes, I order the transfer to address on 23D avenue. That works. It asks if I want DSL too.
  11. Note that while I am moving the phone, I am not changing the billing address which was always a different location. I have to re-enter my billing address.
  12. I order DSL. It asks for new phone number and account code. It says order is taken, but account code was incorrect. I'm presuming that's because there's a new phone number. Says somebody will contact me in 48 hours to verify account code.
  13. No sign of DSL order. I phone. They say no sign of order, and can't place order on phone number yet to be installed. I phone again, they confirm account code is the same for me with the new number as with the old.
  14. Still no sign of DSL order. Promoted to smarter agent. Smarter agent says DSL order was "dropped" due to some problem, possibly not being able to find new target address. (Though it says 23D on the order.) Can't place order. Old number at the location does not match the address. Some other disconnected number is also ringing the phone at the new location!
  15. Transfer to yet smarter agent. 10 minute wait. I explain I want the gift card, but deadline for ordering is the 15th. Other agents have now said I can't order until I get dial tone, which is the 18th.
  16. Smarter agent says she can place the order for me even though there is no dial tone. However, won't get $100 gift card. Puts note in file about how order was dropped due to their error so if I am crazy enough, I can call to try and get it.
  17. In theory order is now in place, but for another week after I get dial tone. So no DSL for a while.

Who knows how many hours of time wasted in all this? I would not have SBC at all if not for the fact you must get SBC voice to get DSL at a good price, and it is a good backup if you do have a VoIP failure in any event.

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Comments

Sheldon

Mon, 2006-01-16 09:19

The price is right, but a few times I have had the phone sales people make promises to me that weren't kept, and when I call back tech support about it they say it was a mistake made by the sales person. The last time it happened I had ordered an upgrade in my speed, and the salesperson said I would be getting confirmation info in the mail about it, and I never did. I was on the phone for an hour and a half with them trying to find someone that could confirm I got the upgrade.

Also, Their browser software worked like a virus on my win98se computer. I would highly recommend not using it, which really sucks since thats where you get the free firewall and antivirus...

Anonymous

Thu, 2006-03-23 20:28

I have SBC DSL - modem went out. Called SBC/ATT and ordered a new modem. They sent one. I tried to install it the next day, but it wouldn't link up. That was a Friday. Without asking for it, another modem arrived that day. Technician came to my house on Monday, tested the bad modem and installed the second modem sent me. It worked. I contacted ATT to make sure I wouldn't be charged for the service call. They said I wouldn't. I sent the first modem back. On Friday, I received a third modem. My UPS deliverer probably thinks I have a modem fetish by now. I will send it back tomorrow and contact ATT to make sure I'm not charged for it. I hope this stops the whole process. I'm running out of packing tape, I'm tired of making trips to the next town to the UPS depot and the local UPS guy is looking at me funny. In spite of the dis-organization of SBC/ATT and the lack of communication between departments, the people I've talked to have great.

Anonymous

Thu, 2009-02-05 08:42

After being a longtime DSL customer and researching issues on my DSL modem, was told by AT&T - "DSL service is not available in my area?" Say what? I've only been a DSL customer for 9+ years - that was the last straw, they lie, they give you lip service and customer service is NOT in their vocabulary. Long story short, if you need to rip on someone in AT&T - here's the guy:

Andy Green - head of Customer relations AT&T corporate, NJ - 1800.848.4158 x 3033

Anonymous

Tue, 2006-05-09 19:36

Let me just say that I very nearly felt the need to seek therapy for post trumatic stress syndrome after spending far too long on the phone with the (I felt) incredibly disorganized Customer Service Department.

Jacob Caldwell

Fri, 2007-01-05 16:20

Yea I feel the same, I just about threw myself out of my 2nd story window. I spend all day with them, they hang up on me and repair has no idea what they are doing. Even the supervisers have no clue and they transfer me to people who cant do anything about anything, then they refer me to the old att which gives me very limited options such as billing or dial up which I want neither.

At&T randomly disconnected the phone that we have our new dsl modem hooked up to, now they tell me they fixed it and its still disconnected. I tell them to call it themselves to see and they tell me they are getting the disconnection recording and they throw me everywhere except for those who can help. When I found someone who can do somthing they keep me on hold for about 40-60 minutes then hang up on me. When you call them from california you get Texas.

Ahen57

Tue, 2006-05-16 00:12

The WORST tech support in the world! They cannot speak English very well, and were only able to tell me to "DELETE COOKIES, and Clear History" to solve email issues. Of course, this didn't resolve anything.
One of their tier two techs crashed my computer to where I couldn't get my desktop. They told me to hire a tech to come and check my computer. I did just that, only to find out my computer was fine.
After 5 weeks of phone calls and emails to their tech support, I received an email from Yahoo (who handles their email) stating they were indeed having email issues. None of their own techs were aware of it. Two days later, the issues were miraculously resolved.
They send me advertisments offering me a "special" price, but will not give it to me. Instead, they planned to raise the price when my contract was up. This will not happen. I am getting rid of this service. Not only am I switching internet providers, but getting rid of their phone service too.
I no longer wish to do business with these big companies who outsource their tech support jobs to non-English speaking people who don't know any more about computers than I do. The way I see it, they are cutting Americans out of jobs and forcing bad service on us at a premium price.

Anonymous

Mon, 2006-07-17 13:22

I have been trying for over a month to get out phone and internet service switched over to AT&T. It about 4 weeks, but the phones finally got turned over. But the internet, that's a whole nother headache. For the last 2 weeks, I've been living on ibuprofen and chocolate! This really sucks. I keep getting transfered from department to department and speaking with people who are obviosly not located on the North American continent. I have so many different phone numbers for so many different departments that my list is starting to look like the Chicago phone book! I am persona1ly convinced that this is some kind of evil plot to destroy
my mind. What sort of sick and twisted person thinks up things like this? It's a nightmare.

Scott

Fri, 2006-07-07 15:42

I moved after having SBC DSL, now owned by AT&T. AT&T couldn't provide phone service into my new apartment but still insist on charging me a $200 early cancellation fee for the DSL. DSL I can't use because the phone service does not come into our apartment. I'll dispute it any way I can, but the main thing I'll do is never use AT&T for ANYTHING again in my life.

kenneth

Wed, 2006-08-16 20:37

Hello did you get any where with AT&T early cancellation fee they are trying to do the same with me ? Kenneth

Kylie

Fri, 2006-09-22 14:43

I am also getting the 200 dollar cancelation fee if anyone else has done this with being charged please let us all in on how you did. I just want to be freed from DSL Hell!

Anonymous

Tue, 2006-10-17 22:49

I recently renewed my contract less than one month ago and was told that I would be charged $99.00 because they could not provide service in the area I was moving to. How is this my problem that I am charged for their lack of customer service/availability?

Noe

Wed, 2006-12-06 13:11

Yes, it sucks bad! I agreed over the phone for dsl express service for 14.99 per month for a term of one year. Well, I moved about five months later and transferred service of both phone and dsl knowing there would be a fee of about $40 to do so. So I move and surprise, surprise,.... no dsl. Customer service says that there was no order placed to transfer dsl. I ask how that was possible because I had a contract needing both of those services on it. CS said that phone and dsl are two different depts. and therefore two orders need to be placed. "By me?", I ask. "No, the CS rep should have done it so I will go ahead and do that for you sir. O.K. you should have your dsl service operational in 5 days." Now keep in mind that I have had no dsl service for at least 1 1/2 weeks now. "Five more days! That is to long of an inconvenience for me to pay for someone else's mistake." So he gives me a month of dsl free. O.K. fine. I fell for it. My statement comes in and I notice that my express service is downgraded to basic and it costs the same as the faster express I signed for. I call and ask WTF! they said it is because I moved and the prices changed after i agreeded to the original contract. But I was told I could still get express for just five dollars more! WTF! Telling them that it was unfair to the consumer and they are the ones not keeping to the contract was a wast of time. I kept getting the same reply,"What I am explaning to you sir is exactly what it states on the terms and conditions on the contract." I tell them that the contract is one sided and can be changed at the convenience of ATT or SBC or whatever they are now, and the consumer has no choice but to accept it. He says that I do have a choice and I am not bound to the contract,.....but I would have to pay them $99 plus tax to end it. "Like I said, it is one sided. You initially get charged for the modem that gives you a rebate check three months later for 1/3 the price you paid, you cannot make changes to the account without it renewing unless the changes benefit Att/SBC, you cannot move without it renewing and getting charged a transfer fee, if you move you can go to a month to month basis but you will be charged $99, if you move and dsl prices differ from that of the original quote you will get charged the difference, if you move and ATT/SBC does not service that area you get charged $99, if you move and they only provide phone and no dsl you get charged $99, customer service is poor, agents dont know your situations if transferred, false promises" But he did say they wanted to keep me as a customer. "Yeah, judging by the contract terms, you do!" I replied. I am going to cancel both my phone and dsl service and I am debating about paying them the $99 fee. Does anyone know of any class action lawsuites against them or if there are any loopholes in the contract that ATT/SBC presumes everyone reads?

Anonymous

Wed, 2006-09-13 13:11

Let alone getting a new phone line and DSL up, after all the online hoopla, I managed to finally get hold of someone on the phone to get an appointment fixed up. They said they wouldn't need anyone to stay at home, but the technician leaves me a voice message saying, he wanted to get in, and hence could not fix it. The weekend goes by, and Monday he does come home, but its raining heavily, so comes back later and fixes something up. Does not have a phone to check if the connection is alright. But says the Internet should be up and running in about two hours. Six hourse later, nope, no sign of any internet! An hour on the phone, and you get dumb customer service people, who will NOT tell you whats wrong, who will NOT connect you to a supervisor. And say it'll be up in two more hours.. which of course is not true! Tuesday, they say, it should be up, and lovely.. it's Wednesday, and I have on the whole blown up a humongous amount of day-time minutes on my cell phone with them.. and I'm still waiting to see if they do give me a connection... I am sick and tired!

WTFisREALLYgoingON

Wed, 2010-02-03 17:58

Yeah guys.... Don't bother even calling them!! If you've had your modem router for a while and your internet keeps going off, then you need a need a new one. If you still have some small internet light blinking..... FORGET A FREE REPLACEMENT...because you don't qualify.

You either have to buy a new one from them or keep the one you have and DEAL WITH THE DROP OFFS... GRRRRRRRRRRRRRRR!!

That freaking non speaking english bittch didn't understand when I told her that its not my $3000 computer because the other 2 laptops have the same problem??? What part of that didn't she understand. Obviously if they are all having the same issue "It wouldn't be the computer... RIGHT?? WTF is wrong with those dumb azzzzes.
Anyways, Good luck to all of you and thanks for letting me vent ;)

Anonymous

Wed, 2006-12-06 09:22

I Moved about 100 feet (across the street) from where I lived before, and attempted to move my phone service. 8 weeks later, I'm still waiting. Call ATT and they have no idea what I'm talking about.
I give them the order number and they say "Oh! that must be the NEW ATT". So I ask... "Who the heck are you?" "We're the OLD ATT". So I asked them if they had access to the NEW ATT system. "No Sir". I asked them if they had a phone number for the NEW ATT? I get.. "Let me connect you to a customer service agent". Before I know it I'm tranfered to an endless loop of blather about how great ATT is...
At this point my prepaid cell beeps to let me know I've got 10 min left before I need to dump more money into it.... Finally a human (and I use that term VERY loosely) picks up, and is more confused (READ: Clueless) than the other one. I eventually get a promise of a phone call back from a supervisor... I'm not sure from Old or New....
To be continued....

Anonymous

Thu, 2007-01-11 11:58

I knew living in a rural area, the dsl was goig to be slow, but if I had a nickel for everytime it goes down almost daily, well I could afford their early cancellation fee.

I also do not want to have a tech out and then make a false determination that the problem was inside wiring, which is it not.

I have the date cicled on the calendar and will arrange for another provider when my year is up. While my experience has not been AS bad as some I see on this forum, they do not know their ass from a dart board.

Willie

Thu, 2007-01-18 14:07

With the old SBC I had basic & unlimited long distance service. I decided later that I would subscribe to their DSL service as my cable modem provider would constantly drop my connection or disconnect my service because they thought I was stealing cable (when they kept turning it back on every time they reconnected my service!). Right after I got the dsl, SBC & ATT merged. A little bit after that I get a letter saying that I had violated the terms of the long distance agreement by faxing long distance. The only problem is I don't have a fax! The only thing other than the phone on that on the line was the dsl modem. So they automatically switch me to another plan. Calling the number only gets you repeated messages to use the website for cheaper plans. So i order a similar long distance plan from the website only to find out later, after they've billed me 10 cents per minute for each long distance call, that the order was invalidated. In between the long distance billing fun I get a higher than normal internet bill, turns out they forgot to charge me for it for one month and as the customer service stated "it's just out system catching up with you"

Anonymous

Mon, 2007-01-29 00:21

Past year of hell. Order online, yeah right, takes 4-5 phone calls for all their depts to finally talk to each other. then yes I am in a marginal area, and I knew that going into DSL. BUT it goes down every day! Sometimes more than once. Many calls to their indian techs yield same S... and line checks are always ok.

They want to come out and then concerned they will blames it on inside wiring and charge me up the yin yang. I have the date circled on my calendar for when I am done with the 1 year and can CAN these low life son of a bitches.

Our collective loyalty over the years as customers, employees (I worked for Pac Bell for 15 years), and this is what we get from these M... F....ers.

Oh and I am being very polite here.

SBC stands for SOME BASTARD COMPANY.

james

Thu, 2007-05-03 18:33

These guys over in the what appears to be an "AT&T direct" forum appear to be able to help people. Might give them a shot, they seem to help many over there. The one I worked with was a "beach boy" but is now known as david is who fixed my problems with a rather weird problem with a dsl line.

Maybe he can help you guys and gals out too.

http://www.dslreports.com/forum/sbcdirect

Anonymous

Thu, 2007-11-29 20:03

Hands down the worst customer service. The call center is a joke, just a nightmare.

Life-long hater of AT&T

Good luck, and Godspeed

Anonymous

Sat, 2008-02-02 15:23

wow. this blogger (for one of the telecom trade mags) just sent AT&T to the dog house. "Why I'm Finished Doing Business w/ AT&T"

http://www.multichannel.com/blog/1300000330/post/400020840.html

Anonymous

Tue, 2008-02-05 10:10

ATT/Yahoo email help (via email) originates from servers in East Timor. There are no people involved whatsoever, and the replies are all autoresponds generated by keyword recognition software developed in China. In fact, the upper management of ATT/Yahoo is composed of actual clones who trace their origins to a basement laboratory at the University of Chicago which was previously used for fission radiation experiments which ultimately resulted in the development the atomic bomb. Their present plans include selling the entire ATT/Yahoo infrastructure to the Chinese who intend to use it to destroy western society as we know it.

Anonymous

Fri, 2008-02-08 17:23

I have spent a month trying to setup my ATT land line for DSL internet. The only reason I got a land line is because they could not get my pre-existing tether internet hooked back up on my new computer. After wasting hours and days on tech support, ATT said its my computer,(the typical response when they cant fix, its your fault). Only solution to get me internet was the land line. This has now taken almost 2 weeks and still does not work. As well they attached my new att.yahoo.dsl to my existing yahoo email account, and totally screwed that up! Now att and my yahoo dont recognized pw and login I have used for the last 8 years. I had to have them cancel my never working dsl line to fix my yahoo address. This is still my on going problem as of this morning Fed. 8, 2008. I have told att if is is not fixed tonight by 6pm I will cancel all services and expect full refund of charges and a credit for my loss of money because of their obvious inefficiency's. Why do they offer services that dont work! and cant seem to fix. We all pay way to much for this huge corporate company not to have its shit together. As well I did not choose ATT, I was a Cingular customer, I never had problems with them. As soon as it became ATT went to shit! So anyway I agree with FUCK YOU ATT! All million of the 800 numbers are no help at all complete waste of everyones time.

Anonymous

Thu, 2008-02-21 15:21

I recently had a client in Chicago complaining of the internet dropping, knowing that AT&T would try to push this off as a internal issue, I ran virus & spyware scans. I updated all MS progs and updated the firmware on my firewall. After 2 weeeks of contacting AT&T support they finnaly admited to a problem w/ the line or their router. Their support suggested I change their router to a bridge and authenticate w/ my firewall. I acomplished this which did not resolve. They told me they would send a tech out before 5:00. At 4:30 I got a call from the tech saying he may not make it and he needed a user name and password for AT&T. I told him to call my client to arange his arrival time and he did not need a password as he would be seting up the router as a bridge. He became irate that I was telling him how to do his job. At 6:15 I recived a call from my client that he never recieved a call. After calling back AT&T and waiting on hold for 1 hr, I spoke w/ a rep who assured me he would call the client and would add notes to not change any passwords and to set bridge mode. 9:30 the next day, still no call or show from AT&T. At 10:30 the tech arrived on site telling me he had installed the router and needed me to change the password on my firewall!!!! I walked my client through this and then had to reexplain to the AT&T tech that the reason the internet was down was that he had not set the router into bridge mode. After explaining again to him how to make these changes my internet came back up. however 2 hours later the internet drops began again! I called AT&T to vent and setup another visit. Here we go again. I service over 50 businnesses in the Chicago and NW IL area and am going to switch every one of my clients off of this horrible service.

Andrew

Sun, 2008-03-02 06:52

I called AT&T a while back because my internet connection was not as fast as I’d contracted for. It turns out that even though I contracted for the highest speed they advertised, someone at AT&T had bumped me down to a lower, cheaper speed! If you have AT&T, check your bill!!!

Has AT&T done this to you?

Anonymous

Wed, 2008-03-05 18:58

Today I got a call from a california collection agency regarding an ATT bill for 14.14, it's very funny that I got the refund check today in my mail box from ATT for 14.14. Here I will repeat the same question as last 10 times to ATT: What the hell is going on? This is a joke, right? U guys send me to a collection agency while send me a refund check for 14.14? This is freaking unbeliable. This is the reason why I cancelled all my ATT services, including iphone cellphone plan and DSL internet. You guys are messed up! I got to put that on my blog and put it on the web to let other people hear about this joke.
The reason I cancelled all my services with At&T is that they messed up my bill many times, they were sending my charge of my cellphone to the DSL and send the DSL charge to my iphone cellphone bill, and when i called back, they just transfer me from one dept to another dept, took hours to figure out it was their mistake. After I cancelled all the services and paid all my final bills, now they send me this! At&T really messed up and it is the worst company I ever dealt with!

Russel McDonald

Tue, 2008-07-29 00:34

My experience is no less frustrating than everyone elses here. My e-mail has stopped working three times now. The first two times I had to contact customer service and track down the right tech support person who cluelessly used the gosh-and-by-golly approach until it was working. Apparently they keep changing servers and authentication requirements without notifying anyone. And the second time I had to piece meal together the suggestions the last tech support gave until it worked. After being transfered a few times I had arrived at some guy I swear was working out of his bedroom. Sounded like I had disturbed him from his TV show or something. I'm a software engineer with 23 years experience and these guys are the worst I've seen!

Russel

cruisemates

Fri, 2008-08-01 14:58

I Had AT&T DSL installed in a vacation home. It was disconnected for a late bill, which I paid on the final day it was due - they disconnected anyway without telling me. I continued to pay bills. My account is current, my phone works.

I went to said vacation home - and discovered the DSL was turned off. I called to get it turned on. I have the line & DSL modem, I am paid up. How hard should that be?

Getting it restored was a joke. I was told I needed to start up NEW service, (though I debated with them as to why, I couldn’t win). “This is AT&T, this is how we do it”

So I placed that order for new service and was told it would take 4 days. WHY? just because this is AT&T. 4 days later, no service. I called back and eventually was told “It will be on in 6 hours.” Never came on.

I call & escalate. I am assured (”we’re so solly” East Indians, I heard it a hundred times.) it will be on the next day. Next day it never came on. I am SO pissed now.

Next morning I called again, new salesman/billing rep. He says,
“this is ridicilous, you should have been back on in a day, here is a new order, you will be on first thing tomorrow.”

Tomorrow comes. No DSL. I call tech support (India) , “we never got an order” But I have already placed TWO. They say, it is a billing issue, there is no active account. I ask to speak to a supervisor AGAIN. Get this, the same guy comes back (I am 100% sure) trying to disguise his voice. His voice is an East Indian version of Norm from Cheers, unmistakable.

He is pretending to be his supervisor. He tells me - “sorry, we have no order, I talk to sales and they say the best they can do is five days from now”

I am livid and hang up. I call Billing and ask to talk to highest manager there. This has now been six days of looking at a blinking red light on my modem. I tell him the whole story, he says “all your bills are paid, you are in our top credit category, you placed two orders, this makes no sense.” Him, doing his best job, finally says he can get it turned on, but it will be three more days. I won’t be here anymore by then, I’m going back home.

Ash Moles, Bucking Fastturds, Idjits!!!!

It isn’t just this, it is calling at least a dozen times, sitting on hold for 20 minutes between each call, people who ask you a dozen questions to verify who you are just to say “I can’t help you.” People who do not escalate EVER, they just transfer you to a different department, who in turn transfer you to a different department. I was transferred 30 times, 20 minutes on hold each time. At least three times I was just hung up on.

So far I have placed THREE DIFFERENT ORDERS and I still have no DSL. I work online, I need my Internet access. Each days is costing me money.

Do NOT deal with AT&T. They are faceless bureacratic dickheads who don’t care about customer service, and even when they do, they are as powerless as we are to get anything done. Keep your sanity, go with a local highspeed service provider.

AT&T is a PURE JOKE as a provider. Welcome to India.

cruisemates

Fri, 2008-08-01 14:59

I Had AT&T DSL installed in a vacation home. It was disconnected for a late bill, which I paid on the final day it was due - they disconnected anyway without telling me. I continued to pay bills. My account is current, my phone works.

I went to said vacation home - and discovered the DSL was turned off. I called to get it turned on. I have the line & DSL modem, I am paid up. How hard should that be?

Getting it restored was a joke. I was told I needed to start up NEW service, (though I debated with them as to why, I couldn’t win). “This is AT&T, this is how we do it”

So I placed that order for new service and was told it would take 4 days. WHY? just because this is AT&T. 4 days later, no service. I called back and eventually was told “It will be on in 6 hours.” Never came on.

I call & escalate. I am assured (”we’re so solly” East Indians, I heard it a hundred times.) it will be on the next day. Next day it never came on. I am SO pissed now.

Next morning I called again, new salesman/billing rep. He says,
“this is ridicilous, you should have been back on in a day, here is a new order, you will be on first thing tomorrow.”

Tomorrow comes. No DSL. I call tech support (India) , “we never got an order” But I have already placed TWO. They say, it is a billing issue, there is no active account. I ask to speak to a supervisor AGAIN. Get this, the same guy comes back (I am 100% sure) trying to disguise his voice. His voice is an East Indian version of Norm from Cheers, unmistakable.

He is pretending to be his supervisor. He tells me - “sorry, we have no order, I talk to sales and they say the best they can do is five days from now”

I am livid and hang up. I call Billing and ask to talk to highest manager there. This has now been six days of looking at a blinking red light on my modem. I tell him the whole story, he says “all your bills are paid, you are in our top credit category, you placed two orders, this makes no sense.” Him, doing his best job, finally says he can get it turned on, but it will be three more days. I won’t be here anymore by then, I’m going back home.

Ash Moles, Bucking Fastturds, Idjits!!!!

It isn’t just this, it is calling at least a dozen times, sitting on hold for 20 minutes between each call, people who ask you a dozen questions to verify who you are just to say “I can’t help you.” People who do not escalate EVER, they just transfer you to a different department, who in turn transfer you to a different department. I was transferred 30 times, 20 minutes on hold each time. At least three times I was just hung up on.

So far I have placed THREE DIFFERENT ORDERS and I still have no DSL. I work online, I need my Internet access. Each days is costing me money.

Do NOT deal with AT&T. They are faceless bureacratic dickheads who don’t care about customer service, and even when they do, they are as powerless as we are to get anything done. Keep your sanity, go with a local highspeed service provider.

AT&T is a PURE JOKE as a provider. Welcome to India.

Anonymous

Sun, 2009-06-14 12:26

So,I have this ATT type of "service" my phone line started to static..I call ATT repair they tell me the line tests OK
my DSL drops out anytime the phone rings...So I call them back,they send a "tech" out...This guy tells me I'll have you up in 15~20 minutes...coooool I think....He comes back & tells me there is a break in their line down the street & they will have it fixed in 24~48 hours. ATT calls back & says"Oh we can't do it for 10~14 days"

Now remember..there is a break in the line.... HOW & the Hell am I online?

So I call 'em back & ask how about giving me another pair of wires? ooh sorry there is a break in the line & the subcontractor is booked up we need to dig that up to repair it..What?! Doesn't ATT own a shovel or is it only used to shovel B.S. to their "customers" you know the ones that pay...in order for them to make a paycheck/profit
I'm an electrician so I know that "IF" there is a break in a wire..you Won't have a complete circuit...so my phone/dsl should Not be working.A bad or corroded splice/connection,yes.

No extra pair,no shovel,bad answers....but plenty of B.S.
Damn I want a job like this

If you tell a customer you'll be there in a day or two then be there...when the "tech" doesn't check with the company for exact details on service (age of computers/communications & all).....Fire 'em..one less monkey isn't going to spoil the parade

lookat

Tue, 2009-10-13 10:56

I have more than once been told they would run tests on it. The modem has to be unplugged, and then 5 minutes later it usually reboots itself and all the lights work and then my internet connection works.
But, when will it happen again? I get a bit tired of calling dsl support when all they are going to do is tell me they will run a test on the server side.

Then I asked how much would it cost to get in line service. Then they transfer me to services depart. They tell me first the cost is only 7.50 or near that price, but after all is said and the sales associate finishes trying to sell me U-verse then he tells me I will have to pay 17.00 the first month, 18.00 after that and back down to 17.00 a month after that. I asked why 17.00? You told me it was about 7.50!

I called back about one hour later, asked them to cancel my order for in line service and
later went on line and read that there would be a charge for the first 30 days even if there were a cancellation of service, this being just an hour. The bill includes a confirmation of the added service which was a day after I called and asked them to cancel. They want to punish me for not keeping a service. I feel I have a right to change my mind, since after all the sales rep first told me one price then told me another!

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