DSL Promotion and $100 modem rebate

[aldgator]

In October I signed up for AT&T speed Direct Elite at $19.95/month with a $100 modem rebate.  I was out of the country for the past two months so was not able to check on my rebate (in the form of a Visa checkcard) via https://rewardcenter.att.com/, but today I did and found that my account number was not valid.  I called the ATT Rewards Center (877.258.1427) to investigate the problem, and was told that only DSL with home phone service was eligible for the $100 credit.  I explained that perhaps this is the case now, but this was not the case in October, otherwise I would not have ordered the modem.  I spoke to a supervisor and then a manager at the Rewards Center, neither of whom were helpful.  They simply kept repeating that home phone service was required for the $100 credit.  Not true, as I double-checked the promotion by IM'ing with an ATT rep prior to signing up for service and by having one on the line with me as I signed up online.  I was dubious about the promo, with good reason it turns out.  Both assured me that I would pay only $19.95/month (this part is true) and would receive the $100 for the modem ($87.05 for the equipment and $12.95 shipping/handling).  Turns out the deal was too good to be true.

ATT, I hope you are reading my post and several others who have had similar experiences (simply do a search of "DSL promo" or "modem rebate").  You can read more frustrated customer experiences at ComplaintsBoard.com.  The $100 rebate needs to be honored.  I intend to continue contacting ATT until someone either honors the rebate or credits my account the $100 I am due, otherwise this matter will be brought forth to the Better Business Bureau and to the attention of Pres. Ralph de la Vega.  I'm not one to make threats or show anger, but never have I felt more duped by a company (this is not my first exceptionally poor experience with ATT).  Ultimately, I can live without the $100 if I'm unsuccessful in my attempts to gain what is owed to me, but why make customers endure such negative experiences?

[atntvictim]

Its exactly the same issue with me too. They have the courage to lie on ur face and say that u need home phone service while u don't. I am not going to leave them juss like that. We shud all get our money back.

[mkerchne]

This best not be the case for I am in the same position. I cannot even get through to the Att reward center. [Per Guidelines:  Keep it Relevant and Appropriate].

[yeti79]

aldgator, are you sure you're correct?

Based on the copy here on the AT&T website it says that to get the rebate for the modem you ONLY need to get one of AT&T's 2 highest internet speed packages, and they should mail you a VISA gift card for the cost of the modem in 4-6 weeks...

I was also assured by the CSR that helped me set up my service that the hardware would be free, even though I only have internet without phone. I asked about this several times since I already had my own modem & router, and only took theirs because it would be free after rebate.

There seems to be some confusion between the free hardware offer and the $100 back for switching from cable internet/phone service.

1.) The hardware rebate should apply to anyone who gets the AT&T hardware and one of their highest 2 internet speeds. No phone required.

2.) The $100 back in addition to the hardware rebate is only for those who switch both internet and phone services from a cable provider to AT&T.

[bigmamalucas]

I ordered DSL without phone service back in Oct 2010 and I to was told I would get the $100 rebate.  I have yet to get any information on it what so ever.  I have had problems from day 1.  When I ordered it I had to pay for the modem up front which I did.  Because they sent me a message and told me this I did not get it till the next day and so I guess because of that it pushed my installation date to 2 weeks later.  Once again not customer's fault.  So without no help at all from ATT customer service people I ended up making a complaint with the better business bureau.  And then when I got my first bill they wanted to charge me a 2nd time for the modem.  Finally got that squared away after 50 million phone calls.  And now they want to say no rebate.  Well Better Business Bureau here I come again!!  ATT is nothing but a big joke!!

[couliers]

Same issue with me.  I called about the rebate and was told there was no offer when I signed up.  A crock of {word filter evasion} if you ask me.  I asked to speak with a manager and got the same {word filter evasion} answer.  They offered no help, no alternative and no explanation.  That's fine because I immediately CANCELED my {word filter evasion} service and told them exactly why I canceled.  On top of all this, I was getting download speeds around 0.3mbps (instead of 6mbps as advertised) no matter how many times repair service was sent out.  Worst customer service experience of my life.  [Per Guidelines:  Keep it Relevant and Appropriate]. I'm switching my wireless also as soon as my contract runs up.

[gpack1204]

I am having the exact same problem as all of you described!! I signed up for High Speed Internet Pro and was told the same thing about the rebate for the modem (which cost 87.05), they said I would receive info in the mail on how to send for the rebate.  I have received nothing and now from reading these posts, I understand why. There was no mention that I had to sign up for a qualifying phone line!!?!?! The first I heard of that was from reading these posts.  It sounded too good to be true and I guess it was.  The only reason I ordered the service was because of the free modem (with rebate) deal.  I should have known better!! I too will contact the BBB and cancel my service if nothing is done.  This is ridiculus and I will not be dealing with ATT anymore!!!!

[jesus07070]

I can agree entirely, I obtained service back in December 2010 and I was also promised the $100 gift card since my home required a $100 installation fee. So when I initially ordered service the representative over the phone PROMISED me that I should receive the gift 4-6 weeks after service started to offset the initial set up or start up fee of $100.

AT&T - really meet and exceed your level of service and fulfill promises representatives make to current customers.

Thank you,

Ed  

[couliers]

[Per Guidelines:  Keep it Relevant and Appropriate].  I was trying to convey that I am happy Verizon now has the iPhone so as soon as my wireless contract is up I will be switching to Verizon.  Another customer lost for life...

[ilovethemoon]

I'm in the same boat.  Has anyone had any luck getting them to honor the offer?

[hottpink143]

Similar situation w/ us.

We ordered att internet only in Dec. We signed up for the $19.95 offer over the phone (the flyer on our front door read $14, but that wasn't available in our area - strange since the flyer was on our front door)

There was something strange though - they said they had to charge $40/mth for the first 3mo or so, but there would be an automatic credit - blahblah - it seemed to make since back then.

We have been charged $40/mo since the beginning. 

We were also told we qualified for the modem promo. We pre-paid for the modem which was supposed to be $100 - wireless. They sent us the non-wireless one ($75) so we had to make a trip down to the mall to exchange and pay another $25.

OKAY - so our solution - They put the $75 on the bill as a credit on the original bill for the modem, so today during the fiasco, they credited the additional $25 - making the total credit for the modem $100 - this for me, takes place of the rewards card. They will supposedly credit us for the additional 20.05 that we were over charged on every bill (40-19.95).

The customer service rep was very polite, and as long as all goes as stated, we will receive credits for all that was over charged. We did not called att customer service - not the rewards people.

[hottpink143]

I meant to say we DID call customer service, not the rewards center

[sunnymunny]

Thank YOU A MILLION TIMES....Me too! I paid for my modem so I wasn't offered that, nor did I get the $19.95 deal. I got the $25.00 deal that cost $60.00 a month.....lol Att is just laughable, or you cry!  They never honor what they say they will do and will tell you anything over the phone to get you to go away. Fortunately I didn't sign a contract and didn't give them my credit card number so I can walk away. I'm not going to be lied to, I actually would pay $60 for their great landline DSL, it's a great service. Just don't lie to me, that makes Att look like a used car salesman. I also considered buying some of their stock , but I'm gonna buy Verizon (VZ) instead. They just aren't geared toward their customers satisfaction....

[mrgsawyer11]

I think the plan that ATT concocted is a clever one that enables them to float loans from their customers. When you consider the thousands of victims who are paying extra fees while waiting to be credited later, I'm sure ATT is reaping considerable interest from investing our money until they decide to credit us (if ever). As for the "leap through the hoops" rebate offer, I'm sure many people give up and ATT gets to keep those dollars as well.

In my case, after complaining about the overcharges after my 2nd bill, I was told the credits would come on the next bill. It was not true. I have copied my notice to ATT below. I am awaiting a response.

For some reason, ATT has been overcharging me for Internet service since January. When I called to complain, I was told I would be credited on my next bill. Instead of being credited, I was again overcharged. I signed up for 19.95 per month, have been charged 37.95 instead. I was also supposed to receive a $100 Visa Gift Card as part of the promotion to offset the amount charged for the "free" DSL gateway. I was told by ATT that the card was mailed on March 9th, but it has not arrived. I have been a loyal customer for decades, but I do not feel that matters to ATT considering the way I am being mistreated and cheated. Please credit me for the over charges and reverse the $100 DSL Gateway fee immediately. It is almost May and I've been trying to get this straightened out since February! Thank You

[Kathleen423]

The post above echos my EXACT situtation. 

I have called multiple times about my $19.95/month offer and am still being charged $42.95. The bill finally dropped last month (but to $24.95, not the $19.95 promised), and is back up to $42.95 this month. The woman I spoke to in customer service was extremely rude and condescending.

I'm in the process of tracking down my rebate that should have arrived months ago. The prospect does not look good...

[ldelella]

I'm in the same boat... was anyone able to solve this problem?

I can't make the customer reps help... is there an email account where you can send emails to?

Thanks!

[bigben88]

I signed up in December 2010 for $14.95 monthly Uverse internet only service, and it was a promotion on the ATT website. There indicated I would get rebate for the $100 internet gateway. I have try to access the rebate center on https://rewardcenter.att.com/, but I only get this message "We're unable to find your account number(s) in our reward system". And I have called AT&T.
1.877.258.1427, the line indicated it had high call volumne and then get disconnected. Until June 15, 2011, I was able to talk to rebate center supervisor, at first she said that I have to claimed my rewards within 120 days, then I explained to her that ATT rewards center website was never able to find my account number.  Then she went on to say it was never a promotion for rebate on the  $100 internet gateway. HOW can ATT do this to their customer? Lie..Lie.Lie?? Does anyone have a copy of ATT website promotion advertising script? I got ATT Mailing address: ATT Reward Center PO Box 1250 Milan, IL 61244.

I want to sent the promotion advertising script to ATT.

Thanks for sharing the information in advance.

[gemimi]

I had the same issue and got a resolution.

I called the customer service and asked about my rebate status. To my surprise, the rep said that I don't qualify for the rebate because I didn't sign up for a bundle (internet+phone). I said that when I signed up, AT&T had a promotion offering MIR with Internet only plans (Pro and Elite) to which she replied that AT&T NEVER had such a promotion. At this point, I started boiling and asked to speak with a supervisor or a next level of customer service. The rep said that there was nobody to speak with and that she was the highest and the only level and, besides, there was nothing she (or anyone else) could do because I simply didn't qualify for the rebate. Then, I got really mad and demanded to speak with a supervisor. After going back and forth for a few minutes, she finally gave up (which surprised me - I thought she would hang up on me) and "went" looking for a supervisor. After 2 minutes on hold she got back to me and said, that, as a courtesy, she could credit my account with $25. I politely declined and asked for a supervisor. 2 minutes later she got back to me and said that she would be willing to meet me halfway and credit $50. Then, I asked her how come that 4 minutes ago she said she couldn't do a thing for me and now she's willing to give me 50 bucks? She didn't answer and I asked for the supervisor, again. Finally, I spoke to a supervisor who didn't argue with me. He said that he would listen to my phone call with the AT&T rep when I signed up (from 2 months ago) and if he hears the rep promising me $100 MIR in that call, he would credit my account. He took my number and promised to call back with a decision. I didn't hear from him for 2 days and called AT&T customer service. The rep said that the supervisor put a note on my account indicating that $100 credit has been applied.

Bottom line, this is a nasty practice by AT&T and based on the similar complaints in this forum, it's reasonable to assume that they do this systematically. This way, they only credit people who take the time to fight them, and save tons of money by not paying those who gave up or forgot.

Hope this helps.

[bigben88]

I did my order online.

[bigben88]

I got my credit by calling the Customer service today, Jun 17. Good luck to those who still working on getting the credits for internet gateway charge.

[Muzaru]

Same thing happened to me, and I kept checking the rewards thing, but after a while I just gave up... I'm not expecting to get it anymore... Though I'd love to.

[bigben88]

I would call the Customer Service number on your statement and explain the situation.

[gene588rex]

Same situation happened to me. i ordered the dsl service in February 2011; followed all the fine print to the letter for the $100 rebate and the promotional rate $19.95.  it took me over 6 month dealing with customer service; calling every month going through the whole explanation each time to get them to initiate a credit since i was being charged and paying for the full amount $42.95 each month -they kept promising the credit would automatically "kick in"; finally in August i spoke to someone (Deidra) in customer service who knew what i was talking about and immediately made the proper credit adjustments back to February to my bill and the next bill showed the promotional rate of $19.95.  However, regarding the $100 rebate (ATT calls it a reward-lol!) this was not the case-I complied with all fine print rules and initiated my claim for the $100; it was entered on my account in the rewards center; but never paid to me.  i spoke to them each months and after 6 months they told me in September that since it took so long i was not eligible for the "reward"  and it couldn't be reinstated-So i went online and filed a complaint with the BBB (Conclusion: the day that the complaint was sent to ATT in Atlanta Headquarters i received a call from them apologizing and immediately credited my account for $100 plus $6 taxes)

Here is what i sent to BBB:

"AT&T offered DSL High Speed Internet service at a promotional rate with a $100 rebate for purchasing AT&T wireless gateway modem.  I subscribed to the service online and purchased the $100 modem. Service was imitated by AT&T on February 11, 2011.  In March, after the required 30 day service, I proceeded to submit my rebate claim by telephone.  My rebate claim subsequently appeared on the AT&T redemption center reward tracking website; status as qualified and redeemed as of 4/5/11 with a reward mailing date of 5/5/11. I did not receive the rebate so in June I checked the status with the reward site and was informed that it was still processing. The next month, July, I called again and was informed that the rebate was not mailed to me because there was a discrepancy with the name on the debit card; I was told to contact Customer Service, which I did and the representative conference called the Reward Center and the correction was made and that I would receive the rebate within 4 to 6 more weeks. I waited with no results so on August 31, I went online to the rewards center website to check the status, but my claim data had been removed from the website. So I called the reward center (again) and spoke to “Lori” and her supervisor “Sue”.  Sue informed me at that time that I was now not eligible for the rebate because it has taken so long to process the rebate claim-over 6 months and that I would not be paid the offered $100 rebate.  It was definitely not my fault for the slow processing since I called regularly every month checking on the status.  I feel that I complied fully with the requirements for the offered $100 rebate and it appears that the rebate was not properly handled by AT&T personnel, and therefore I should be entitled and paid the $100 rebate as advertised by AT&T online and on TV advertisements."

Hope this helps anyone still having these problems.  Hint: Try to talk to someone in customer service who know what is going on!

[JNO123]

The same exact thing happened to me. I saw the promotion online, but for some reason their online checkout was not working properly. Therefore, I had to call a representative from AT&T to order the service. I made it very clear that I ONLY WANTED TO SIGN UP FOR AT&T BECAUSE OF THE $100 REBATE. There were other companies I was considering and the rebate was the only thing that set AT&T a part from the rest. The rep. reasurred me that I would definitely get a $100 rebate (I signed up for the elite internet package only).  

Unfortunately I trusted the rep. and thought I would be sent a $100 visa gift card in the mail. However, I never received anything. So I called AT&T today. Unfortunately, Tina, could not help me with the rebate because I did not "qualify." I asked her to look at my file to see if there were any notes concerning the rebate due to the failed internet purchase and my decision to call to order the service. She said there was nothing there. So I asked her to retrace my phone records so that it will be made clear that I was told that I would receive the rebate of $100. She then told me that she would submit the request but she could not gaurentee anything would come of it and if I would like she could credit my account half the price of the modem today only. Really?? I then asked to speak to a manager and she told me she already put the request in so I now have to wait to see if they can retrieve my phone record. 

Basically AT&T lured me in with a deal and then continued to lie and decieve me. With that said, I am happy with the service I now have (eventhough it took over a month to get it once I ordered it), but I will NEVER REFER anyone to AT&T if they cannot live up to their word. Unfortunately, I do not have high hopes, as I have read numerous complaints on various websites concerning this issue. It is very disheartening to me that this has happened; I really thought AT&T was one of the better providers available. 

[tnewcomb]

I helped my Aunt and Uncle get DSL through AT&T and they too haven't recieved the $100 reward.  Because I had to look at the deals in their area I copied some of it to Word, I'm pasting it plus more about the "reward" that I copied from AT&T's site. (This was mid-Sept. 2011)

--------

Free Modem/Gateway Offer: Available to customers who purchase high speed Internet on att.com. Rebate will be in form of an AT&T Reward Card. Available to customers purchasing new Internet Pro or Elite and a modem ($75) or wireless gateway ($100). Customer must also register for Account Manager. Requires new or existing local service through AT&T. 12 month term required. Early termination fee applies. Offer expires 11/10/11. Redemption terms: Card redemption required. Card sent 4-6 weeks after redemption to customers who retain qualifying service(s). Not redeemable for cash, for use at automated gasoline pumps or for cash withdrawal at ATMs. Card may not be used to purchase AT&T products and/or services in certain states. Card expires 90 days after issuance. For cardholder agreement/terms and conditions go to http://rewardcenter.att.com/myrewardcard/agreement.pdf. Cards issued by U.S. Bank National Association, pursuant to a license from Visa U.S.A. Inc.

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	Great Deal DSL Pro	Great Deal DSL Express	Great Deal DSL Basic
	Top of Form Bottom of Form	Top of Form Bottom of Form	Top of Form Bottom of Form

Plan Details

Speed Downstream Upstream	Up to 3.0 Mbps Up to 512 Kbps	Up to 1.5 Mbps Up to 384 Kbps	Up to 768 Kbps Up to 384 Kbps
Monthly Price*	$14.95	$14.95	$14.95
Term Commitment	No term *	No term	No term
IP Address	1 Dynamic IP	1 Dynamic IP	1 Dynamic IP
Plan Type	For new or existing AT&T Home Phone customers	For new or existing AT&T Home Phone customers	For new or existing AT&T Home Phone customers
Special Offers	Save over $276! $14.95/mo. for a full 12 months. Reg. price $38.00 FREE wireless gateway ($100 value) or modem ($75 value)†	Save over $216! $14.95/mo. for a full 12 months. Reg. price $33.00	Save over $120! $14.95/mo. for a full 12 months. Reg. price $25.00
Wi-Fi Access	AT&T Wi-Fi Basic included	AT&T Wi-Fi Basic included	AT&T Wi-Fi Basic included
Ideal for	Online gaming Home Networking Sharing photos Downloading music Email & web surfing	Social Networking Sharing photos Downloading music Email & web surfing	Downloading small files Email & web surfing

Plan Features

AT&T Internet Security Suite - powered by McAfee®	Included (for download)($5/mo value)*	Only $5/mo (optional service)*	Only $5/mo (optional service)*
Email Addresses	11 email accounts	11 email accounts	11 email accounts
Email Box Size	Virtually unlimited	Virtually unlimited	Virtually unlimited
Online Photo & Video Storage	Yes	Yes	Yes
Web-based Mail	Yes	Yes	Yes
Backup Dial Account	Yes	Yes	Yes
24/7 Customer Support	Yes	Yes	Yes

Equipment and Installation Options

AT&T Wireless Gateway	$87.05 - Free after rebate, online offer only*	$87.05	$87.05
DSL Modem	$62.05 - Free after rebate, online offer only*	$62.05	$62.05
Customer Self-Installation	No charge	No charge	No charge
Technician Installation	$200	$200	$200
Home Network Installation	$149	$149	$149

[amitagnihotri]

I ordered my service (internet only) on May 14, 2012.  Got the modem via UPS, installed it and with little tech support it started working. Soon I found out I don't qualify for the $100 rebate.  After calling the customer service a few times, I got the same old song "You need Internet + Phone to get the rebate.....blah blah blah".  Good thing I still have an old 2-Wire ATT modem from when I had the service a couple years ago, I just installed that and had tech support (he was very nice, BTW) set it up correctly.

And, because my service is still within the 30-day period, today (June 7, 2012) I am shipping the new wireless gateway back to ATT.  ****  will probably not refund the s & h ($12.95), but I will have to be content with $87.05.

I would have liked to keep the modem just so I don't have to play around with setting up the older one again, but ATT is just ridiculous when it comes to their advertising.  I have a lot of adverbs and adjectives to describe their business dealings but they will probably be removed from the post.

 [Edited to comply with Guidelines]

[rohitjaani]

Same thing happend to me....they just want to sell their stuff.