02-18-2012 12:02:50 PM
I just opened my monthly statement with a billing date of Feb 7, 2012 and I want to say I'm not at all happy with the announcement of the price increase for my AT&T High Speed Internet Express service. You are increasing rates well above the rate of inflation and consumer price index, while not offering any improvements in the service. This is not a responsible way to secure the loyalty of your customers in light of the current economic state of our country. I can assure you, that we are not seeing similar increases in the rates of our pay and benefits. If anything, they continue to deteriorate, while the price of all consumer goods and services continue to rise. I may be left with no alternative but to seek a cheaper method of high speed internet access. I have been an AT&T customer for many years, and would like to continue, but may not have any other choice. I would like for you to reconsider your price hike, or offer something above what we currently receive for what we pay.
02-18-2012 04:55:05 PM
lccgl479 wrote:I just opened my monthly statement with a billing date of Feb 7, 2012 and I want to say I'm not at all happy with the announcement of the price increase for my AT&T High Speed Internet Express service. You are increasing rates well above the rate of inflation and consumer price index, while not offering any improvements in the service. This is not a responsible way to secure the loyalty of your customers in light of the current economic state of our country. I can assure you, that we are not seeing similar increases in the rates of our pay and benefits. If anything, they continue to deteriorate, while the price of all consumer goods and services continue to rise. I may be left with no alternative but to seek a cheaper method of high speed internet access. I have been an AT&T customer for many years, and would like to continue, but may not have any other choice. I would like for you to reconsider your price hike, or offer something above what we currently receive for what we pay.
Call the 2020 number during normal business hours. When you get the robo-voice, agree to your phone number, and then just keep saying "none of those", that will get you a human pretty quick. Insist that you want the Retention Department. The Retention Department should be able to give you a promotional discount (6 or 12 months) when you explain that you are considering an alternative provider.
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03-02-2012 09:40:31 AM
Same here:- My Dec bill was $30. Jan was $35.50. Feb was $40. No explanation, nothing. That's ridiculous! A friend just got a 1-year promo rate of $20. I will call to protest. Thanks for the tip, Computer Joe.
03-02-2012 01:07:22 PM
03-04-2012 09:30:09 PM
Almost identical experience here. "Promo" expired, and my price for 6M "Elite" service (actually 5.1/0.63M per various speed tests) is going from $16.95 to $43. Customer retention did offer me a $10 discount if I would commit for another year, but jumping from $16.95 to even $33 probably won't be enough to "retain" me. I guess new customers who get the $20 rate are more "valued" than long-standing customers - I have been an on-time bill paying AT&T customer since 1993, DSL since 2000. The cable company is offering more bang for the buck.
03-06-2012 07:34:51 AM
The monthly price doubled for the same DSL "elite" service. Spent almost an hour with AT&T: bottom line is a $10/month discount without a contract & cancelation fees. It appears they have removed the discounts from the hands of the agents/supervisors. To add insult to injury, I called a month ago and was told that a supervisor would call me back within 24 hours... nothing happened. My bill had a flyer that offered DSL for $14.95/month but only for new customers!
I'm told that I only need to be a non-customer for 90 days until I can become a "new" customer again.
03-12-2012 08:27:24 PM - edited 03-12-2012 08:29:15 PM
I just got my bill today. They are charging me $48 for the DSL Direct Elite. Previously, I get charged $45 per month. I didn't even get a notice of the rate increase.
Man, ATT's customer service is really bad. Like, I asked them to disconnect my phone but keep my Internet. They disconnected my phone alright but they upgraded my service from DSL Direct Pro to DSL Direct Elite without my permission. Then my modem broke, I called them and I found out I have to pay for a new modem. I ordered the $75 modem and they shipped me the $100 modem. Not to mention that they are not available during weekends so when my modem broke on a Sunday, I have to wait the next day to get help. If I call them I get transferred to so many people and then assure me the problem is fixed but then I find out weeks later the problem is still there.
So now whenever I have a problem I tend not to call them because I know I'm just gonna be wasting my time, my BP will go up, and be under stress for days!
It wasn't like that 2-3 years ago. Times have really changed.
I so much want to stop the service because of their bad customer service but the other choice I have is Comcast which is equally bad.
God, I am thankful I only get Internet from them. I get my TV and cellphone from somewhere else. It will be a nightmare if I'm getting all those services from them.
