02-23-2012 11:07:56 PM
I signed up DSL internet service couple weeks ago for a 6 Mbps plan, and I asked the rep. if I really can get at least 4 Mbps, and he said yes after checking my address. I did a speed test on various web site after setup, and found out that I am only getting 2.4 Mbps max. I went online to check on my account page, and find out that they downgrade my plan to 3 Mbps instead. I called the customer service the next day, and she found out that my home address can only get up to 3 Mbps not 6 Mpbs. To be honest, I won't sign up for DSL if I knew I won't be able to get at least 4 Mbps...so the c.s. rep held me stop the DSL service after a day of service, and switch to u-verse internet with upto 12Mbps.
So I signed up the U-verse she told me that the service will be activate on 2/23 after 8pm. Got the used gateway (which I paid $100) via UPS on Tuesday, and the package said don't plug in the gateway and setup after 8pm on the service activation date. I waited...and waited...and trying to setup the gateway at 9:00pm on tonight...gateway booted up, but the Boardband light kept flashing red. I tried to unplug and re-plug everything...still getting the red Boardband light. Called the 800 number and get some help and their office is closed at 5pm P.T., So I went online (using my existing Comcast connection) and find someone technical guy online, and he told me that they did not activate my account yet, and I will have to wait and call back tomorrow morning.
I was really upset, because I kept getting emails, text messages, and phone calls from AT&T this afternoon to telling me my service will be up and running today, and I will be able to setup after 8pm. Now I plugged in the gateway, and no service. It really doesn't matter if my service won't activate until tomorrow, but please don't tell me that my service will be up and running multiple times, but end up the service still not activaited.
I am planning to call AT&T tomorrow to cancel the service and keep my Comcast instead. I just don't know if AT&T will keep their word for the promotional price...because I saw that the monthly charges on my account is $48/month, not $24.99/month. I realized AT&T just couldn't keep their promises to the customers...that makes me also thinking to leave AT&T Cellular service to other carriers when my contract is up in few months.
02-24-2012 07:09:25 AM
Please send a Private Message to Julie - one of the forum / Community Managers. She should be able to get to the bottom of this., Sorry.
10-26-2012 07:47:31 AM
AT&T called me for months to move my service from their DSL service to the Uverse internet service and it has not worked since it was installed. I have to call customer service every day. They have sent out four techs to try and repair the problem and still it shuts off every 45 minutes or so and won't come back up for an hour.
The last tech that came was so rude that I just told him to leave and never come back.
Every time I call and report what the last tech did and that it did not resolve the problem they claim it must be something else. Today they told me it was a line on the outside. Why would the tech not check that in the first place if all these problems have been occurring. When I express my frustration and anger over the poor quality of their product the phone rep told me I was not acting in a professional manner. I did not use vulgar language, refer to the unmariied nature of the agents parents at the agents birth, or express the fact that
Oxygen to the brain would help this person. I raised my voice after the agent told me that I was just guessing at what the problem was because I was using process of elimination to determine a solution.
I asked how else would one solve the problem? Do the techs not eliminate possible causes to resolve the issue?
Now, I have spent two hours every day since the system was installed on the phone with AT&T and having techs visit to fix the problem. I have called the another service to come and replace the crap that AT&T has installed. I will pack their crap into a box and start sending them rent checks for storing it in my house until they come and get it.
I would pick a tin cans with string and dial up before I would use AT&T. I don’t understand how I can go from four years of everything working perfect to upgrade to this new wonderful service and it has not worked since the day it was installed.
Plus, I have to have two different account numbers, a pin code and a code off my last phone bill to be verified every time I call in. Then when they transfer me between tech assistants I have to do it all over again. It is so annoying to deal with their service that I would rather just write letters.
10-26-2012 09:42:39 AM
Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Their normal business hours are from 7am to 10pm Central Time. Please take into account weekends when contacting them.
If after two business days you have not gotten a response, Send a PM to Alex. He or someone from his team will get in touch with you. Again keep in mind weekends.