05-01-2012 03:04:56 PM
I have recently moved to a house that does not have telephone lines installed. I have no need for one, but I do have a need for internet service. Since AT&T would not be an option, I contacted the local cable company and setup service. When I called AT&T to cancel the service at my old address, however, I ran into an issue.
The customer service rep claimed that I should really try to get U-Verse service at my new address or else I would have to pay an early termination fee. This surprised me mostly because I never agreed to a term when I ordered service last year. Looking at the ordering webpage now, there is no such mention of a term agreement; in fact, AT&T advertised that the price ($24.99) was good for a year and did NOT have an agreement like the cable companies!
I ordered 6.0Mbps dry-loop DSL at my old location. I cannot and will not pay for phone jacks to be installed in this house just so AT&T can try to pull a fast one on me. Any help out there?
05-02-2012 02:20:31 PM
Igmoore42 Welcome to the forums! Thanks for your post! My name is Delia and I am a Community Specialist for the forums.
FYI, If anyone agrees to a one-year term when they order AT&T High Speed Internet, and cancel service before that term is completed, they will be charged an early termination fee. (Note: there is a minimum billing of one month of service.)
If High Speed Internet service was ordered on a month-to-month basis, customers may cancel at any time; no termination fees apply. (Note: there is a minimum billing of one month of service.)
If customers cancel their High Speed Internet Service order prior to the date of installation, there is no minimum billing charge or early termination fee.
The amount of the early termination fee depends on the length of service contract and/or the High Speed Internet service package.
However, as you stated, you never agreed to a one year term!! I want to get you some assistance to get this resolved for you, but I will need some additional information. Please check your private messages for details (blue envelope top right of the screen). Looking forward to helping get this resolved for you! ~Delia
Keep in mind; I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
05-07-2012 11:16:09 AM
I have the same problem. I was preparing to open a new topic, I saw this topic. \
I had chatted with the att representative before I ordered the my dsl without phone service. I especially asked whether there is a fee to cancel the service, she said there is no term, so there is no fee or penalty to cancel the service. And I will move to out of country, a termination fee came out. I have chatted with two different att representative for the same service, and I have talked to an att representative by phone. all of them said there was no term, so I didn't have to pay any penalty and/or fee. I record all chat transcript and phone-talking as an evidence. When I call the att customer service to cancel my service, they transfer me to reward-promotion department. The department said I needed to talk to customer service. whoever I called, they transfer me to somewhere else.
01-30-2013 08:57:12 AM
We switched to AT&T in October of 2012. Our service has been spotty. For the first few months we tipically have to reset the tvs at least 3 times a week. Our internet is not as fast as it was with Charter, and you told us it would be faster because we are not competing with our neighbors for service...we have a private line you said.
On Jan. 20, 2013 our cable and internet service went down for most of the time until Jan. 28, 2013...7-8 days of intermittant service. My husband waited an entire day for someone to show up to check the problem. I think they came the next day...and service was actually working when they arrived so they left. Of course, later that night it was off again. Calls have been made, customer service promised a return call from customer retention (or higher up, I can't remember what you call it). NO ONE has called in 6 days!!!
Service returned on Jan 28 and 29...off again on the evening of Jan 29th. A phone call on Jan 30 to customer service...a "repairman" cannot come until Feb 1st.
We have a senior college student in our home that is taking 4 online classes at the University of Alabama @ Birmingham. He cannot get online work completed with the service we have, and has to go to other peoples homes (with Charter I presume) to complete assignments. THIS IS NOT ACCEPTABLE!
WE DID NOT SIGN A ONE YEAR CONTRACT! Your people at customer service cannot produce a document or any evidence that we signed any contract for cable or internet.
WE WANT TO TERMINATE OUR SERVICE WITH AT&T IMMEDIATELY WITHOUT AN EARLY TERMINATION FEE.
I have access to 2 reporters with a local network in Birmingham that would love to come out an do a story on this situation. They are actually waiting for us to call them. I would prefer not to have to take this route to get satisfaction, but will do so if necessary.
If YOU cannot deal with this problem...I would ask that you forward this to the CEO and President of AT&T. That is usually the only way to get things accomplished.
I hope to hear from you very soon. I feel lucky that the internet is working at this time so that I can send you this message.