Feb 9 - Service start date. Plug in self-install kit. Blinking red. Called Tech Support. Tech can't figure it out. Have to send a technician out.
Feb 11- Tech came out and had to switch out two modems to get a connection and a green light.
Feb 12 - 17 - Connection was sporadic and finally stayed red. Called Tech Support and the conclusion was to send a Technician out again.
Feb 19 - Tech came out and spent at least 90 mins fixing the issue. Light is green and he left.
Feb 20 - Light turned red and stayed red. Called Tech Support and the conclusion was to send another technician out.
Feb 25 - Tech came out and spent another 90 mins. Light is green and thankfully it stayed green since.
March - Didn't get any bill in the mail
April - Got bill for the first time but was charged $400 plus $5 late fee. This is only for my U-Verse internet. Called Customer Service to discuss and contest each detail. After calling several times and talking to several reps both in Tech Support and the regular customer service, I was told that I would be given the adjustments but it won't show up until the next bill. At the meantime I have to make a payment. I asked her what do I pay because I am not going to pay $400 plus for 1.5mths' service. She told me that her supervisor would call me on Monday 4/16 to confirm the adjustments.
April 17 - Internet got disconnected. I didn't get any call from AT&T the day before. I called in and they told me that my bill is $192. I needed to know what made up that $192. It was 9am at night and there was no one I could talk to except a machine automated response telling me that I have to pay my bill. Regretfully, I paid $192.
April 18 - Talked to a customer rep and he assured me that I would get most of my credits back. I asked about my monthly payment which he told me would be $15/mth because of my bundle promotion. However the credit will be applied only on the 3rd month. I have to pay $38/mth for the first two month.
May 16 - Did not receive my bill but I went online to print them. There were some adjustments but for the balance, but I still have to pay $5. Talked to 2 customer reps and 1 supervisor today. The first rep told me that she didn't see any promotions being applied to my account so I am stuck with $38/mth. I told her that there is no way that I am going to pay that much and would want to cancel. She transfer me to someone else and it got disconnected. I called again and got the 2nd customer rep. She looked into it and told me that she was able to get me the promotion and made sure to apply that promotion to my account so that my bill will be $15/mth. However the credit won't get applied in the next bill but will show up on the next next bill. I was really upset about another issue which involved tech support and how they charged me several hundred dollars on my first bill. She said that she will transfer me to her supervisor and I was venting to her about all the ordeal I went through. I told her that I am not sure if they fixed my bill. She looked at my account and told me that my bill would be $38/mth going forward. I panicked because that is different from what the previous rep who transfered me to her said. She told me that I have already been given $100 adjustment for my monthly credit for the whole 12 months. I told her that the math does not add up. $38-$15 = $23. $23x12 = $276. AT&T still owes me $176 if that's how they are going to 'adjust' the credit. The supervisor got very rude and I didn't want to talk to her anymore.
I am not sure if everyone is looking at the same information. The 1st rep I talked to today, told me about adjustments that was added to my account on May 10. Got disconnected and when I was talking to the 2nd rep, I asked her about May 10's adjustments. She said that she didn't see any transactions on that date. Then when I was talking to her supervisor, the supervisor brought up the May 10 adjustments. This is very confusing. It seems to imply that I just have to keep calling and hopefully I will talk to the right person who can really make a change for the better for me as a customer. Who on earth have all the time to call? I spend an average of 45 mins with ever rep repeating what had happened. Since Feb 9, I had probably talked to almost 20 reps. The last supervisor had the audacity to imply to me that I have to be more proactive and stay on top of my bill. How do I stay on top of it when every rep I talked to has a different intepretation and a different offer/adjustment which may or may not happen!
