$14.95 internet access promotional offer

[teacup50]

I signed up for the ATT promotion to receive hi speed internet for $14.95 per month. You know, the promotion that has been airing on television.

Since signing up for the promo, I have received my fourth monthly bill that charges me $42.95 for internet services. 

I called customer service Dec 23 and spoke with a person. She let me know it takes a few months for the offer to take affect and said she adjusted my bill. The bill I received today was still $42.95 and my online bill is the same.

I went to att.com today and looked over the services and found a couple things: I was being charged for a home phone service that I had no clue I was being charged for, so I deleted it. I also found the following:

FastAccess DSL Ultra  $32.95

• $19.95/month for a full 12 months (new DSL customers only)

• Only $14.95 per month for a full 12 months (new DSL customers only)

OK, I signed up for fast internet for $14.95. And I am a brand new DSL customer. Can someone explain why my att internet bill is still $42.95? ($32.95 + $10 for the box)? And why I still haven't been reimbursed for the overages I have already paid?

I am out of patience, especially since the bill says I must alert ATT within 60 days of receiving a bill. Does that mean my older bills that are incorrect will not get corrected?

[RCSMG ACE - Expert]

This is the peer to peer forum, which is comprised mainly of Uverse subscribers.  You will have to call cs using one of the phone numbers on my sig tomorrow.  No one here is customer service or technical support department.

[Deuteriux]

Most likely AT&T don't give a crap about us! I have the same problem, trying to contact  the worst customer service in the world for months and getting the same answer.

Most of the time i wonder why i waste my time and don't switch to a different provider! Calling customer support become a challenge as well, today i was 52 min on hold. Did they fired all the employees?

[texasguy37 ACE - Expert]

It sounds like you have AT&T DSL service and not AT&T U-verse internet.  This the peer to peer forum for U-verse internet customers.  You might get a better response posting on the Internet forum by clicking on the "Internet" tab at the top of the page.

[bumbinky]

You're the second one to say that.  However,  when I look at the forum I'm in it says "AT&T Community > AT&T Internet Community > Installation, Billing and Support > Billing"  It doesn't say AT&T Uverse Community.

I'm sure he got here the same way I did, following hotlinks. I'll just make an assumption the forums are properly set-up and managed, since it doesn't matter if they are, or are not.  I'm sure forum administrators have little, if any, control over links that lead users to any section of the forum.

That being said, this and the numerous other threads pertaining the same/similar issues are why I even read this. I got my validation. I'm not alone.  Geez, the whole thing screams of something Attorneys Generals get all orgasmic over. 

Anyone, enjoy your Uverses. Sorry to intrude. 

[pamelaz]

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bumbinky wrote:

You're the second one to say that.  However,  when I look at the forum I'm in it says "AT&T Community > AT&T Internet Community > Installation, Billing and Support > Billing"  It doesn't say AT&T Uverse Community.

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Hello,

You are in the Internet Billing section of the AT&T Community.  This was originally posted on the Uverse board but it was moved to the correct spot.  Thanks!

[teacup50]

Thanks for moving this to the correct location.

[klh0218]

I signed up for the same $14.95 promotional offer.  I made my order, got a confirmation email with my order number, got a phone call to schedule the guy to come out and hook up the service, got a call on the day to let me know he was hooking up the service, got the installation guide in the mail and somehow my account number was inactive?  After getting nowhere with the online chat tech support, I then called ATT.  The guy told me it looked like my order had errored out, whatever that means?  So because of ATT's mistake, and the promotion being over, I lost the 14.95/mo deal and now have to pay $19.95/mo.?  How's that fair?  That's just poor customer service in my opinion.  Of course, when I asked to speak to a supervisor, he told me they had no control to do anything either?  Which is probably just company procedure to say that, so they don't have to deal with you.  I don't see how hard it would be to still give me the promotion.  The apartment I'm living in now had a promotion that ended a week before I applied and they were still willing to honor the promotion.  There's no way ATT can fix this, seeing how this was THEIR mistake?! 

[teacup50]

So far it is not clear to me why this community is called 'support' other than it is a place where customers can support each other as they navigate the world of att customer service and billing.

I guess I'll go back to being on hold on the phone waiting to speak with a person.

[mountainbarry]

There are dozens of people with the same problem. AT&T is running a scam! My daughter encountered the exact same thing! Yet I still see the ads on TV! We need to get together with state attorneys general and do something about this! Sadly they are continuing to sign up people for 14.95 a month, then charging them 42 per month. I wonder how many millions in profits this has generated. Someone should be charged with fraud.

[mariavillanueva]

I'm going thru the same situation and it is very frustrating. I started to short pay the bill but how long will it take for them to fix a simple bill? This started back in July.

Do you happen to have a phone number to complaint?

[tony4321]

I had the similar situation and called the customer service for a long time. They said they didn't put me in the promotion system (that's a lie) and only credit me for three months (I paid 4 months at $42.95) and promised me that I will be only charged at $14.95 for the next 12 months. But this month I still got $42.95 bill. They are lying, but I can't do anything with it. So frustrated. I don't understand why such big a company will do something like that. I think probably people with power don't care too much about this little money, so no big attention has been paid by public, media and government. It's not fair! Something should be done for this.

[tony4321]

I just call at&t customer service. They told me they are still dealing with the promotion system change and hopefully next month bill will be only $14.95. We will see what will happen.

[lowriderman3]

I am not looking forward to this BS as my bill reflects the same charge when told it would be $14.95! Why do we have to continue to LIE in America to get ahead. Will be going back into store and talking to associate for sure!

[ima49er]

Right there with you...they have not once charged me a discounted rate. I have to call every month. I just got my bill today, and they are charging me full price again. I have had the service since October, so that whole "after 3 months worth of billing cycles" thing is crap.

I actually talked to someone via chat last time and it was quicker and better than being on hold. Guess that will be my route again. I switched from cable, but am starting to regret it and may just switch back so I dont have to deal with this crap.

EDITED TO ADD: I just chatted with a pleasant lady online and she fixed it right away. As expected I have to keep calling every month to fix. SIGH.

[ebulag]

I've been through this a few years back, when the promotion was $10 a month, and I had to call the first three to four months to adjust the bill, but after that I had $10 a month service for 4 full years. I thought they must've forgotten about me, but last year when I received more than $10 a month, I cancelled the internet sevices immediately.

Last month a dude from AT&T called and offered $14.99 a month service and I signed up, and today I receive $30 for the internet!!!

I am guessing it's like mail in rebate thing. They overcharge many thousands of customers, and only few hundred who have free time, patience call AT&T many times  to adjust their bills. And the rest who don't care,have no time to call, have no patience just pay what's on the bill. At the end AT&T makes a lot of money.

Just keep calling them, that's my advice, which I am going to do.

[PlasticBlue]

I'm reviving this old thread as I have the same issue...and I'm not sure if I should feel relieved that I'm not the only one experiencing this issue.

I also signed up for the $14.95 DSL Ultra promotional offer this July. My first bill was $30, then it was $10, now it's $25. I e-mailed tech support and they said the $14.95 offer was with phone service -- I chose no phone service. I don't know what planet they're from, because I saw nothing that said $24.95 when I was ordering the service and the price is even in the service summary I got.

Does anyone else know of this silly "phone service required for $14.95" blasphemy? I have a feeling I'll be switching ISP's, 1.5 Mbps is not worth $25 a month.

[crAppyTT]

I also believe that "promotional" offers are scam. "Welcome to AT & T! this is your "everything i need to know booklet", including your order confirmation and important service information." "Your credit is coming...will be applied to your fourth bill. Your satisfaction is our #1 priority. If this letter does not accurately reflect the services you ordered...please call one of our knowledgeable customer service reps."

The brochure sent to us did not accurately reflected the services sold to us, when we called to get corrected or to cancell, we were "reassured" that in THEIR computer it shows as promotional Direct Pro DSL plan for $19.95/month...OK, but after 4th bill the promo credit was still not applied to the statement, not untill call and dispute. And today is the date of 5th statement- what do you know, back to full $42/month again. This time we are told that we had this plan for 3 years already!!! and she does not know OR CARE who gave us this plan, but we are not going to get it for $19.95/month, here exact words: " I don't care, sir, what you were promised, you should not have it. I don't care who gave it to you, I will have to look at it...but you are not going to get it. You should PAY US back. "  So seems as one  is blaming us for getting suckered into this promo by another associate! Now the "case" is being sent to management for "reviewing."

Bottom line: promo offers are there to lure you in, then drawn you into tons of paper offers for U-verse and other plans you did not asked for(AT & T, stop wasting paper, stop killing trees!!!), and if you don't bite into more expensive plans, you will call every month and battle for your "promo plan" money. CHEAP, cheap, cheap...reminds me of scams in 90's, when AT & T and MCI were switching plans on customers, till they got stopped.

[Edited to comply with Guidelines]

[crAppyTT]

OK, to be fair I have to make an update. As some of other folks posted here, the secret to get correct billing for promo offers seems to be calling every month. After two "disconnected" calls another night with lady's from AT&T I was fortunate enough to get a guy on the other end of line. Not only he listened, understood and promised to correct the bill, but when I said "I am so tired of calling every time the bill comes in, could we go down to slower speed at the same price just to get over with this problem" he actually said "no, no, we want you to get what you were promised." Great customer service, as today the bill was corrected. What happens next month, time will show, but from now on I would like to deal more with guys in AT&T customer service. Thanks, unknown representative, for making my day!

[jmoyed]

I wouldn't get too excited yet. Make sure to check your bill every month. I had a similar experience. I ordered the $14.95 internet service in April. Two months later, I noticed that I was being charged anywhere from $25 to $50 for internet service. I called ATT again, after waiting 20 minutes to get a rep to answer my call, I was then transferred to the billing dept., waited another 20 minutes or so, explained my problem again, was then transferred to someone else, explained my problem yet again...this went on for 2 hours, I was transferred to 9 different people. Finally got a guy who seemed to understand my issue and promised to correct it and adjust my bill. I did get some credits..For about half of what they owed me and he told me that my total bill would be around $70 a month for phone and DSL. service for the next 12 months. So every month I paid the $70...something bill. A few months later, I got a nasty letter from ATT saying that they were going to disconnect my service for non-payment. I checked my bills again online, went through all of my bills since March, I realized that not only did I NEVER get the $14.95 deal, but that they backed billed me for March....I didn't even have internet service with ATT until mid April and they double charged me for the same month twice, then charged me late fees for not paying the full, over-charged bill. I was also charged for some "enhanced services" that I never ordered. I have just about had it with ATT. They can't seem to do anything that they say they are going to do or fix their mistakes. Then customers have to spend hours on the phone to continually attempt to get the issues resolved. I think it is a scam and that they purposely make it as difficult as possible so that people will just give up and pay the bill. I am not going to do it.

[stew7503]

ATT is terrible. Yes, they are very polite on the phone, but the customer service reps have no authority. They have not been inpowered to do anything. I hate ATT ...I miss Bellsouth......ATT is the no service company. They care more about getingt a new customer to come over to them than about a loyal customer for 20 years...It is a heck of an attitude. I have dump my internet service...When a phone svc is offered that has the nation wide coverage of ATT I will be dumping them...

[ShaunMN]

I would like to thank everyone for taking the time to post your comments and opinions related to this topic. This topic has been thoroughly discussed and will now be closed.