AT&T Cable Services Complaint - Worst Customer Service - AT&T Customer Service Department

AT&T Customer Service Department - Complaint

Review by nicknite on 2010-12-06

On Oct 14th, 2010 I called to get basic home phone service and internet with AT&T since I am already a wireless customer. I explained what I had and what I needed. I was told that a technician would be out Monday to take care of me.

Monday, Oct 18th came and went with not call or no technician. I called back on the 19th and this is where HELL began!!!

Here is what I needed..phone and internet to be connected! That is it!!

The first time I got someone I explained that my phone and internet were supposed to b connected on Monday and were not. I was told that my phone had been connected and was working. IT WAS NOT WORKING!!!!! I could call the number but it would not ring in my house!! Of course they insult you by asking if your jacks are connected. I did not have a dial tone!!!! I explained that I had had digital phone previously, but they insisted that it was working. I gave up on phone and tried with the internet. That was even worse! Each person kept telling me that all I had to do was set up my modem. I kept explaining that I did not have a modem but a router. They kept trying to walk me thru set up!!

At about 4 I spoke to someone who seemed like he could help. He advised me that I had been transferred to the wrong area and that his area was where I needed to be. He told me that because I had digital phone and internet, a technitian did have to come out and set me up. He said he would order me a modem and have it sent to me by Thursday and a tech would be out Friday to set me up. He even asked me to speak with his supervisor because he needed to know what I had been thru that day. I spoke with him and he advised that my fist bill would be waived due to all the issues and misinformation that I had.

Thursday day came and went with not modem. I called back on Friday and was advised that there was no record of an order being placed for me. After talking to more people, I was advised that they would send a tech out on Saturday and he would bring the modem.

Saturday afternoon did bring some good news, the phone guy came out and I had phone service. He advised that he had lots of complaints against AT&T customer service and left his business card just in case the internet guy did not show up.

Guess what...internet guy never showed up!

Sunday..I called again and was less than cordial. Was transferred to customer service in India. I asked to be sent back to the US and was sent to Indianapolis. I explained everthing that had happed in the past week and was advised that they would have a technician out that afternoon with a modem at no charge to me.

Finally..a technician came that morning and got me set up!!!!!

Then..the big slap in the face occurred..I received a bill from AT&T for $255.64. $186.00 of which, was for a modem and for a technician.

I had to call again today and was told that in my record, those charges had been waived..so..how did I get billed if they were waived?

In the area that I live in, I don't have too many options for phone and internet as it is AT&T country. My other service provided was terribly high and by going to AT&T and another cable provider I am saving $150 per month; not sure now if it was worth it!

I can't wait for my wireless service to end, as I will be looking for another provided as well!

I really hope this gets to the "Powers to Be" at AT&T. I have never received such poor service from any company in my life!