I have never been treated so badly by a company..I am disgusted beyond belief!

[ghowell97]

I am totally amazed and hopefully you will be too on my horrific, mind numbing, distugsting, absolutely disgraceful, experience with ATT&T DSL.

 So Here it is and judge for yourself....

 I call in 2 weeks ago to have 6.0 DSL installed at my new house. They set me up to be installed for the 1st. The 1st rolls around an no internet. Nothing works. I call in and spend around 50 minutes being transfered and on hold before I was hung up on. I spend anotehr hour once again being transfered and on hold until finally I gave up.

 I call in the next day and the same thing. Transfer after transfer. Agents sending to wrong departments, pretend to care, hangup on me and then above all closed departments. Finally I get an agent that tells me there is no ports open for me.......

....WHAT!!! Why did you sign me up if there are no ports???? So after all this time, hours upon hours of holding and calling I tell them then cancel me. I NEED the internet. My lively hood, and my family rely on it. It is our way of life.

 They tranfer me around once again and I have to explain my story several times until a department finally tells me "oh no we can fit you but you have to downgrade your service to 1.5 where there is room". Um okay then...that makes no sense but sure. Well this involves cancelling my account. So the agent tells me to cancel the account then open a new one with 1.5 service and all will be good....oh yeah it takes 3 days to cancel a account!! The agent however tells me to call back in three days and tell them to expedite the order as will be in the notes.

 So I call back days later and spend several more hours being transfered, on hold, being hungup on ,and telling my story over and over and over , they sign me up for 1.5 service but they cannot expedite the order. That is not in the notes!

 So they set me up for an installation. The tech gets there days later and I explain my story and he laughs at me. He tells me "The port doesn't matter on speed. A port is a port. They could have hooked you up as there is room." I am like oh my God!!! So he hooks me up then tells me to call back and upgrade to 6.0 because my line shows 16 megs. We are FINALLY on the internet!

 The next day I get a call from another tech saying he is at my house to install. I told him I am already on and he tells me "Ok but I still need to check your lines". 2 hours later our internet quits working!!!

 So I call back and spend countless more hours on the phone. Same story. The agent I finally reach tells me they can't find any notes or anything on the tech. Yeah ATT&T send random people to my house.  They have no idea what happened. So they have to set me back up for a tech to come out tomorrow which is today.  He is suppose to be here between 8am and 12pm but guess what it is 2:00pm here and no tech no internet.  I call back and spend even more countless hours on the phone and they finally tell me there are no notes and I just need to wait longer.

 I have never been treated so poorly by a company. This is disgraceful in every aspect of the term. You should be ashamed!!! How dare you do this to me and my family. How dare you sell a product you think is so worthless. How dare you be so confused you do not even know which way is up. How dare you spit in my face over and over. How dare you treat anyone this way!!!!

 I would figure I would atleast get a call from a agent saying "We appologize for all this, how about $10 off a month for a few months, or this month is on us. BUT I will never get that, I will only get the nasty smell of spit dribbling off my nose from the mouth of the fat disgusting mouth of ATT&T!.

If this does not get resolved today I will canel everything, all 3 phones, internet, and I will tell everyone and I mean everyone this story. I will post it EVERYWHERE, blog it, place it on all my sites, on all your competitor sites, send it to all the cable companies, phone companies, media outlets, and do everything in my power to make sure no one I know signs up for this crap. If you think I am bluffing then you need to take a look at both my accounts and see how many agents I spoke too, the mess you put me through, all the calls, hang ups, transfers, and overall stupidity of the situation and you will see my true anguish and how I will get pleasure out of you losing every account I can find.

 I have been nice about this for too long. I have stayed with you in hopes you would fix it. I assumed you would make things right and gave you the benefit of the doubt but you just won't fdo anything but kick me in the jimmy over and over and over and over.

 I will take this to coporate if this is not promptly handled and will continue to send emails to them until my story is read. 

[teefive5]

I am so disgusted with ATT that I just cancelled all my services with ATT as of today!!

My DSL and phone services with ATT have been gotten worse for about 4-5 months now.  It's down continously for days at time and I spent hours and hours calling and complaining.  They sent out technicians that did not do anything, except telling me that it is the way it is because I m so far away from their central hub.  If that was the case, why sign me up in the first place?  My DSL signal was so bad that it's barely what they promised.  I asked them why it's so low, they said "well, the terms said "UP TO" but doesn't mean it will be... "... sigh!!! sigh!!!

Well, today I called and cancelled the services.  After being on hold and transferred 3 times in 50 minutes, an agent came on the line....after telling him the story of wanting to cancel (again, and again)..he said to me "our network is down again, can you call back on monday to confirm the cancellation.  I will put this in the notes."... OMG!!! I lost it then!!! I told him I don't care what he has to do, but I NEED TO BE CANCELLED AS OF TODAY!!!! and I will not call back on monday to be on hold again for an hour to be put through the same story again!!!! Well, I got a confirmation # from the agent and I hope to god that I don't have to fight with them down the road about my final bill.

[ghowell97]

No replies frm ATT&T??? What is the use of this forum. This only proves how little they care and I plan on pointing everyone looking for new service right to this post along with posting a link to every forum I can find. Why in the world has no one from ATT&T contacted me?  Why do they all say they are going to call you and don't?

 You hate me and your customers that bad that you continually do this to us? I am taking this to coporate. I am not letting this die.  I want the CEO of ATT&T to go home one night this week and look at his child or wife or husband and say " I have failed, I have let down one of my customers, I have put them through hades and affected their life in a bad way. I am a bad man because I do not care." Any ATT&T rep that reads this should feel the same. 

 I will go to the BBB, news, forums, blogs, EVERYTHING, This is not over.

 They finally set me up for a install AGAIN and it never got put in the system! I took a day off from work and no one showed up! AGAIN. Finally someone showed up the next day after more hours on the phone and got my service working but once again I am on 1.5megs instead of 6 megs. God knows what will happen when I try to switch!

[ghowell97]

Bump...

 I love the way still no reply.  WOW this is amazing. AT&T, you might as well just put a picture of a big bag of poo on the forums as they are obviously useless and one more way for you to mess over customers. I am truly stunned and I have actually forwarded a few people here who were thinking of getting a AT&T phone and/or internet.

[AlexS13]

I'm having the same problems. Spoke to 5 people on the phone, had 3 technicians come out. Still have intermittent connection. Have another technician coming out tomorrow and customer support has been messaging me on this forum so hopefully it gets resolved.. If not i am going to make sure ATT doesn't gain another customer.

[alohaCT]

I have experienced the AT&T run-around too. The CEOs should have to try and get something done by calling their own company's customer service numbers. 

  I've been trying to get a return form from AT&T for days, should be a simple email click or available on line, but not for this company. I'm thinking of mailing my return to the company president and letting him deal with it!

[ghowell97]

They finally told me(after calling 1,000 times) that they would refund me the $49 installation fee. Guess what.? Got my bill...they did not refund it...ugh!!!! 

And still no reply!! Only the fellow customers reply here with the same situation...um HELLO AT&T where you at? I have refered SO many people to this post and they are all like OMG. 

[ghowell97]

my bill is still screwed up. bing transfered continually then hung up on. I can't even pay my bill and still no response here!!!

[Oldergeekguy]

I'm afraid your experience is typical of AT&T.  When you call and get a message that we have "unusual heavy traffic" all the time that says they have major problems.

I have had very poor download speeds and dropped connections for weeks.  I have spent $$ for service to come to the house, have been sold a new modem when nothing was wrong with my old one, had service people find "the problem" only to have it back almost immediately.

I am looking as fast as I can for another broadband supplier.  As soon as I get it both AT&T DSL and land lines are GONE.  I read where AT&T is complaining about loosing customers.  They need to look in the mirror for the reason why.

[jamileh]

---

Oldergeekguy wrote:

I'm afraid your experience is typical of AT&T.  When you call and get a message that we have "unusual heavy traffic" all the time that says they have major problems.

I have had very poor download speeds and dropped connections for weeks.  I have spent $$ for service to come to the house, have been sold a new modem when nothing was wrong with my old one, had service people find "the problem" only to have it back almost immediately.

I am looking as fast as I can for another broadband supplier.  As soon as I get it both AT&T DSL and land lines are GONE.  I read where AT&T is complaining about loosing customers.  They need to look in the mirror for the reason why.

---

I am very sorry that you are having issues with your DSL speed. Please accept my apology for not replying more quickly to this or your previous post. 

If you would please give us the opportunity, I would like to help. Please send me a private message with your name, account number, phone number and the best time to contact you. I will have a member of our team call you directly to address your DSL concerns. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

[jamileh]

---

ghowell97 wrote:

my bill is still screwed up. bing transfered continually then hung up on. I can't even pay my bill and still no response here!!!

---

Please accept my sincere apologies for not repsonding sooner. 

If you will please send me a private message with your name, account number, phone number and the best time to contact you; I will have a member of our team contact you to sort out these issues. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

[Oldergeekguy]

Well I finally have my DSL fixed. AT&T finally sent a technician to my house that knew what to check and fix. Surprise, surprise, surprise - all of the problems were with AT&T equipment. The biggest one was a bad "card" at the distribution box. The hundreds of dollars and countless hours they had me spend was not necessary. I've tried to get some compensation in the form of a reduced rate for a few months and as one would guess - no luck. The goal of the technical support is to postpone sending service till all else fails. I'm still looking for a non-AT&T broadband supplier and when I do I'll gladly be a former AT&T customer. Here I go again, assuming I am a customer. Not true or I would have been treated very different.

[jamileh]

My offer to assist still stands, please send me a message using the link I posted earlier if you'd like some help. 

[Oldergeekguy]

Thank you for your offer to help but my problem was resolved eventually. It took way too long and cost me money I should not have had to spend. AT&T is not interested in reimbursing me in any way for the poor service. That is why I will leave when I find another broadband service.

[jamileh]

While I'm glad that it's resolved, I wish we could have worked together to make it a little easier for you. 

[ghowell97]

Resolved? This is not resolved!!!  That was someone else.

I will message you my account number when I get home today. I have been out of town.

[jamileh]

---

ghowell97 wrote:

Resolved? This is not resolved!!!  That was someone else.

I will message you my account number when I get home today. I have been out of town.

---

My reply was directed to oldergeekguy, who stated his issue was resolved. 

I replied to your post on 7/24 requesting contact information but did not see a private message from you. I'm happy to help when you're able to shoot me that info. 

[ghowell97]

s long as we both agree 7/24 is more than a month after my inital response and that is waaaaaaaaayyyy too long. 

 Private messaging you now

[jamileh]

Yes, it is and I apoogize. Thanks for the private message, I've responded.

[ghowell97]

Glad to see some reaction here and things being taken care of. 

[michaelvfox]

Different cicumstances, similar experience, except that the tech who eventually arrived was fine.

[ghowell97]

I can't seem to edit the original post to add to it but I wanted to say I was finally contacted by a representtive and the issue has been resolved.  While I feel it took too long to resolve I will say they had true sincerity on the issue when speakin to me and made up for quite a bit. 

 I emplore anyone reading this topic to post your issues for resolution or at least contact someone here as it seems it works much better than calling Customer Service. 

Unknown to them I was about 2 days away from caneling service but now that I have a resolution and am satisfied with the results I will continue as a customer. 

Thanks and good luck to all. 

[zoogie]

I agree. I've stood by AT&T for years and years with my phone and ISP even with other companies offering far better deals for less money. Sadly, those days are gone and I must say ENOUGH! Their customer service is deplorable and grossly inadequate and their billing practices are mind-boggling and confusing. They clearly could care less about their customer base (yes I do feel they used to care) or customer satisfaction. Gone are the days of quality products and service, where you could purchase AT&T equipment and expect it to just work - and should you need help, it would be there, courteous, solid and useful. No more can you contact AT&T and expect any kind of service or customer care - it's a joke. Someone should have reminded them that real service begins after the sale. I can remember when AT&T was a great company that actually stood for quality and all that was good in telecom - now it just stands for BUYER BEWARE.

[jamileh]

---

ghowell97 wrote:

I can't seem to edit the original post to add to it but I wanted to say I was finally contacted by a representtive and the issue has been resolved.  While I feel it took too long to resolve I will say they had true sincerity on the issue when speakin to me and made up for quite a bit. 

 I emplore anyone reading this topic to post your issues for resolution or at least contact someone here as it seems it works much better than calling Customer Service. 

Unknown to them I was about 2 days away from caneling service but now that I have a resolution and am satisfied with the results I will continue as a customer. 

Thanks and good luck to all. 

---

I'm very glad that we were able to get this resolved for you. My apologies for the length of time it took, your patience throughout this process was very appreciated. 

[jamileh]

---

zoogie wrote:

I agree. I've stood by AT&T for years and years with my phone and ISP even with other companies offering far better deals for less money. Sadly, those days are gone and I must say ENOUGH! Their customer service is deplorable and grossly inadequate and their billing practices are mind-boggling and confusing. They clearly could care less about their customer base (yes I do feel they used to care) or customer satisfaction. Gone are the days of quality products and service, where you could purchase AT&T equipment and expect it to just work - and should you need help, it would be there, courteous, solid and useful. No more can you contact AT&T and expect any kind of service or customer care - it's a joke. Someone should have reminded them that real service begins after the sale. I can remember when AT&T was a great company that actually stood for quality and all that was good in telecom - now it just stands for BUYER BEWARE.

---

zoogie - I'm sorry you've had trouble as well. Is there a current issue I can help take care of?

[latonyapj1979]

I have also went through a similar bad customer service experience.  In Jan. I went from DSL to U-verse.  I was told I did not have to call and cancel the DSL myself that it would be automatically taken care of when U-Verse started.  In May I received a payment notice that my DSL account was past due and I owed $196.32.  I called the number they had on the phone and spoke with someone in a different country for an hour while they tried to figure out what was going on they they gave me another number to call in the U.S. and I spoke with them for and hour and they told me they fixed it.  In June I received another bill that said my account was credited for $32.52 and I still owed 163.80.  So again I call ATT talked to a rep and they assured be it was taken care of.  At this point I keep checking my account and after 2 weeks my account had not changed so I called again and spoke to a rep she actually fixed it while I was on the phone said she was going to upgrade my internet service for free and that I should call back in 6 months and she would add a note on my account for me to receive the 19.95 special for another year for all the trouble I had to go through.  At this point I was back to being a satisfied customer but not for long.  My U-Verse account was now charging me full price.  I spoke to a rep today and was told that they could not do any of the things the last rep told me and that the most they could do was apologize and fix my account.  I asked there is nothing in place to satisfy customers who have had many issues with their accounts and spent hours on the phone trying to have different reps fix it and she said no we can not put a value on a customer on their time which to me says that they don't care about their customers.  I am just disgusted at the way AT&T have treated me and other customers!

[jamileh]

---

latonyapj1979 wrote:

I have also went through a similar bad customer service experience.  In Jan. I went from DSL to U-verse.  I was told I did not have to call and cancel the DSL myself that it would be automatically taken care of when U-Verse started.  In May I received a payment notice that my DSL account was past due and I owed $196.32.  I called the number they had on the phone and spoke with someone in a different country for an hour while they tried to figure out what was going on they they gave me another number to call in the U.S. and I spoke with them for and hour and they told me they fixed it.  In June I received another bill that said my account was credited for $32.52 and I still owed 163.80.  So again I call ATT talked to a rep and they assured be it was taken care of.  At this point I keep checking my account and after 2 weeks my account had not changed so I called again and spoke to a rep she actually fixed it while I was on the phone said she was going to upgrade my internet service for free and that I should call back in 6 months and she would add a note on my account for me to receive the 19.95 special for another year for all the trouble I had to go through.  At this point I was back to being a satisfied customer but not for long.  My U-Verse account was now charging me full price.  I spoke to a rep today and was told that they could not do any of the things the last rep told me and that the most they could do was apologize and fix my account.  I asked there is nothing in place to satisfy customers who have had many issues with their accounts and spent hours on the phone trying to have different reps fix it and she said no we can not put a value on a customer on their time which to me says that they don't care about their customers.  I am just disgusted at the way AT&T have treated me and other customers!

---

I'm sorry you're having billing issues. I'd like to help if I can. 

Will you please send me a private message with your name, account number, phone number and the best time to contact you?




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type my username in the "Send To" field.

[tfaulk13]

      I have been a continuous customer with AT&T since 1992. Over time, I have had several issues arise. I must say that in the end I have always had them resolved to my satisfaction (and I am hard to please). One thing that I have learned over time in dealing with any company is to wait until I have calmed down to call customer service. If I call while I am very upset and ranting about my service problems, the service representative will be less likely to understand what I am saying because most people do not communicate well when they are enraged. Another thing I have learned is that if you cannot understand the representative due to an accent or due to line interference, you may request that AT&T customer service call you back promptly with a CSR that you can understand easier. I have done this and they returned the call within 4 minutes. Just make sure that you make it clear that you want to be called back at (specify the number) and specify promptly because you have already waited on the line to have your call answered and it is now your turn to be served by a CSR..... Not a return call whenever the system is less busy. If you have more than one issue that needs to be resolved, write down your issues ahead of time so you don't forget. Have a pen and paper handy when you call AT&T (or any other company to have issues resolved). I personally always make a 1st note of the time I dial the number and which number I dial. As soon as I get a CSR on the line, I take down their name and I note the time we  began our conversation.I will tell them  " I have one issue to resolve with my service" or "I have three issues to resolve with my service". If you have more than one issue and the issues are different types of problems you may need to speak with more than one CSR because no one can be an expert CSR in all aspects of the company that may have issues. I write down whatever the CSR indicates they are doing to resolve the issue as well as anything that they ask me to do on my end. Whenever they offer to credit my bill or indicate a reduced rate for a specified period of time I make note of it, but I also tell them to give me the reference number associated with it. There will always be some sort of number associated with a credit to your bill or at least a "ticket number" identifying the details of your call. Every call to AT&T Customer service (regardless of which department or entity) will have some unique identifier for any data to be input by the CSR as they speak to you. They actually start putting data as they answer the phone. And lastly, I note the time the call ended and I make a note if I am to call back at any specific time in the future. I also note if I am satisfied or if I am awaiting some sort of action to take place before I can determine if I am satisfied. I use my notes if I ever have to call AT&T customer service back because my issue is still unresolved. I begin that call by giving the CSR the reference number associated with the previous call so they can bring up the details of what has transpired previously and this will save you and them a lot of unnecessary repeating of information. If you do not have a reference number, simply give the date and time of your previous call regarding the reason you are calling back.

              I currently have AT&T U-Verse TV, High Speed DSL Internet, U-Verse Voice (home phone), 2 Mobile phones (with a 3rd to be added soon) all are AT&T Wireless. I am completely satisfied with all my services. Keep in mind that not all problems are AT&T related issues. I purchased a mobile phone from a private individual a few years ago and after I put my SIM card in I powered it up and tested it out. Everything seemed to work fine so I began using it. I noticed later that calls would drop frequently. I called AT&T customer support regarding the problem. They had me do several things including powering it off, then back on. When looking at the signal strength it almost always showed 5 bars, but never less than 4. I never really watched the signal strength in real world conditions ( like walking around a store or around my house or outside). I decided to check it out and discovered that while moving around my signal would drop to 0 bars and I even saw "No Service" displayed a few times. I had the phone checked and it turned out to have a bad connection at the antenna I felt stupid for having called AT&T customer support about it and still had trouble and I actually cussed AT&T for not having a strong enough signal in our area for my phone to properly work. All along it was my phone that was faulty and I did not purchase it from AT&T or new.

  I have had issues with my AT&T services, but they have always resolved them to my satisfaction in the end I enjoy my AT&T services. I like all the features and compatibility of my U-Verse TV, Internet and Voice..Even wireless all interacting. I can record a program through my cell phone when I'm away. I can watch TV on my cell phone or computer and so many other interactive options. I do not have any affiliation with AT&T nor does any family member or friend. I have not been paid or been compensated in any way for my positive comments about AT&T services.  These are just my true experiences with AT&T since 1992.