Misleading or Just Plain False?

lerbi · ‎12-18-2009

Have U-Verse TV and Internet service. Located in Chicagoland area. Tried to add voice service this morning, ordering through the Internet. Logged into my account and there is a section that gives you the option to add voice services. At the bottom of that mini-window you can click to "learn more". I did that and within all of the copy there is a line - highlighted in blue - that you can click on which says (essentially) "save money by installing yourself". You are then directed to another window that explains what is needed to self-install. In my case, I want to install one phone line, new number, with the phone located less than 10' from my RG. There are no other wired phones in the home So far so good. Back to the add voice services window and click on the green button to order. Estimate now comes up and says that there is a $149 installation charge. My question is why and for what?

Contacted ATT at 800-288-2020 and after more than 30 minutes on the phone with several people including one supervisor, I asked them to tell me how I was saving money by installing the phone myself. In the end I was told that the $149 installation charge would be the same regardless of whether I ordered the voice service over the phone or on the Internet and regardless of whether I installed the phone myself or had a technician do it.

I'm stumped because I don't know to whom I can turn at ATT to get an answer. At best, the statement "save money by installing yourself" is misleading but I'm of the opinion it's just plain false. I thought that ATT had turned the corner from their old ways. Obviously not. I'd appreciate any help that anyone can provide.

randyl · ‎10-25-2007

this is part of the charge imho

randy

lerbi · ‎12-18-2009

You're probably right. All they had to do was say that.

SomeJoe7777 · ‎01-30-2008

If you call back a few times to add voice service, you may get a technician who is willing to waive the $149 installation fee. Just politely explain that since you're an existing customer, you feel you shouldn't have to pay an installation charge to upgrade your service, especially when the upgraded service will result in more profit for AT&T.

One of the phone reps will finally go for that and waive the fee.

lerbi · ‎12-18-2009

At the end of my conversation this morning, they agreed to put a $50 good will credit on my account IF I chose to order phone service at some point. My problem is that if I install the phone myself, why should I have to pay the $149 in the first place? If there is a reason that a technician has to do the installation, I have no problem with that but if that is so, then why have the save money by installing yourself statement? It's not the money now, it's the principle and yes, I know that I'm being stubborn.

RCSMG · ‎12-10-2007

Catch 22ish

Message Edited by RCSMG on 12-18-2009 12:29 PM

lerbi · ‎12-18-2009

Perfect analogy. Thanks for reminding me of a book that I should reread.

BeeBeeSA · ‎06-26-2009

lerbi wrote:
At the end of my conversation this morning, they agreed to put a $50 good will credit on my account IF I chose to order phone service at some point. My problem is that if I install the phone myself, why should I have to pay the $149 in the first place? If there is a reason that a technician has to do the installation, I have no problem with that but if that is so, then why have the save money by installing yourself statement? It's not the money now, it's the principle and yes, I know that I'm being stubborn.

The $149 is for the order to be written, processed, and to pay the switchman (or whomever) to program up the service and send it down the line to your residence. The save money part is that your not going to have to pay for a prem tech to do the physical install at your residence. In your case plug in the phone to the back of the RG. Some folks would have to have the connection from the back of the RG backfed to the NID outside and then wired to the existing phone cabling within the house. Also as Randy said, a BBU would need to be installed so service will be up during power outages.

Good luck on what ever you decide.

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lerbi · ‎12-18-2009

I really don't have a problem with what you said EXCEPT that it also costs $149 if the technician comes to the house and does the install. There is no savings if I do it myself. I don't even disagree that the $149 might be justified. My problem is that that ATT says right on their website that I can save money by installing the phone myself. It isn't true and IMO it shouldn't be allowed on their website.