[X]
Write ReviewJump to 
1
Helpful
Votes
Votes
AT&T Cable Services - At&t has no clue
Dsl Internet Service - Complaint
Review by psycoticsmartass on 2012-03-03
Rating: 
About 3 weeks ago, there was a network failure in my area. They had it up and running the day before the estimated repair time. After service was restored, I still had connectivity issues. I called AT&T tech support. They said it was a problem with my password and reset it. All was fine, for about an hour. My connection dropped, I had no internet. I called them back and they told me there were no other issues in my area. They sent me a new modem, which would cost me $100. The other modem (a replacement for my original modem)was out of it's warranty period. (Convenient, huh?) I got it within 2 days. Meanwhile my connection was shoddy. It was fine and then I'd get disconnected and couldn't connect again, but if I did, it would drop and come back. I got the new modem, set it up and I has service again. For about 10 minutes. So I called them again. I explained AGAIN my situation and how this only started after their network outage. The representative I spoke to this time, was more thorough, but she talked WAY too fast. She had tested my connection, found no problems. She said the network techs had tested my network connection as well as neighbors that had AT&T DSL in my neighborhood. She said the problem was in my house in the lines and she could have a tech out within the next week. I told her I would have to check my work schedule and get back to her.
I had connection this morning, with no issues. I took a shower and came back to the computer, I had no internet, the service light on my modem was red. Since I had to go to work, I couldn't call AT&T. I came home for lunch, still no internet, but I didn't have time to call. I talked to my friend (who lives about 1/2 mile away) on my lunch break about this, she said she was also having connectivity issues since their network outage. I told her to call AT&T to complain. She also told them about my complaint. She was told there have been no issues reported in the last week (lie). She was told it was a password issue and they reset it. It worked fine for a little while, but then connection issues came back. When I cam home, I called AT&T tech support and the recording told me ....wait for it.... there was a network failure in my area and it would be resolved by 5am tomorrow.
I was livid. I got back to a human being and told them how unhappy and frustrated I have been about this for the last 2.5 weeks. I informed them that I would be sending their $100 modem back (that I didn't need) They have a record of how many times I called. I asked them why couldn't they just listen to me (and who knows how many other complaints) to resolve this issue. Why couldn't they admit from my first phone call that it might be an issue on their end? I was given the "well at the time we looked at your connection there were no issues." Really? All three times I called and was having problems, your never found an issue? When my friend called when her connection was down.. there was no issues? But the network went down the next day anyway? Weird.
I will be calling the billing department to get a credit for all of the down time.
After this last call, as soon as I hung up the phone, I had connection and have had no problems since. Pure coincidence, or did the squeaky wheel finally get the oil?
Get it together AT&T. You aren't the only internet provider in my neighborhood, I switched TO you, I can switch AWAY from you in a heartbeat.
I had connection this morning, with no issues. I took a shower and came back to the computer, I had no internet, the service light on my modem was red. Since I had to go to work, I couldn't call AT&T. I came home for lunch, still no internet, but I didn't have time to call. I talked to my friend (who lives about 1/2 mile away) on my lunch break about this, she said she was also having connectivity issues since their network outage. I told her to call AT&T to complain. She also told them about my complaint. She was told there have been no issues reported in the last week (lie). She was told it was a password issue and they reset it. It worked fine for a little while, but then connection issues came back. When I cam home, I called AT&T tech support and the recording told me ....wait for it.... there was a network failure in my area and it would be resolved by 5am tomorrow.
I was livid. I got back to a human being and told them how unhappy and frustrated I have been about this for the last 2.5 weeks. I informed them that I would be sending their $100 modem back (that I didn't need) They have a record of how many times I called. I asked them why couldn't they just listen to me (and who knows how many other complaints) to resolve this issue. Why couldn't they admit from my first phone call that it might be an issue on their end? I was given the "well at the time we looked at your connection there were no issues." Really? All three times I called and was having problems, your never found an issue? When my friend called when her connection was down.. there was no issues? But the network went down the next day anyway? Weird.
I will be calling the billing department to get a credit for all of the down time.
After this last call, as soon as I hung up the phone, I had connection and have had no problems since. Pure coincidence, or did the squeaky wheel finally get the oil?
Get it together AT&T. You aren't the only internet provider in my neighborhood, I switched TO you, I can switch AWAY from you in a heartbeat.
Comments:
Posted by nstigator39 on 2012-03-03:
That is one of the reasons I changed and left AT&T their customer service is horrible and their billing dept. is even worse. I liked their product, even tho on occasion I had to go through the process of turning everything off, wait one minute then turn everythng back on. That usually worked, but it was a hassle I should not have to put up with. The incompetent people at tech support should not be tollerated either.
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
