For a month now, AT&T DSL has been randomly disconnecting 25% of the time, lagging to 56kps 25% of the time, and not connecting me at all 25% of the time, I tried to complain but their automatic answering machine doesn't recognize the phone # I'm using for my service. Customer service online is even more worthless. I bet the only way I'll get to talk to a human being is to call and cancel my accounts at AT&T.

I have taken DSL Internet Service from At&t, at the time of sign-up they said. There is no contract period and there is no termination fee aswell. I disconnected the service after 2 months. Now, they sent me an mail saying i have to pay $135 as early termination fee, which is not informed me before. Is there any way that i can Sue At&t. Because, in their website aslo they clearly mentioned. If you sign-up for month-to-month plan there is no early termination fee.

Please Advise me.
email:- [email protected]

Thanks,
Vijay

DO NOT DO BUSINESS WITH AT&T, you will regret it and it will cost you. I had previously been a customer of AT&T for over 15 years, back in the days of Southwestern Bell, and never had any issues. I left only because I received a better rate. So, when my current phone/internet/cable company raised my rates by 30% I started looking around for alternative services. When I received a call offering a bundle for around $100 with all my current services and over $200 worth of rebates so I would not have any intial out of pocket charges. I jumped at the offer.

First, when the tech installed my phone he damaged the primary line to the point it was no longer functional and had to install my phone service on a secondary line only. The problem with that was the primary line was were my desk was located, thus he could not setup my DSL service unless I moved my computer from the family room to my bedroom where the second line was. Which was a major issue. When I contacted ATT to discuss the issue they told me it was my problem and would have to working phone line in this room or pay for one of their service techs to install a new line. I ended up replacing the line myself in under 20 minutes and for less than $20. They never took responsibility for the damaged cause by their service tech. However, they did offer to have a tech come out an look at the line. He never showed up.

Second, on the day of the installation of my phone/supposed installation of DSL the Direct TV installation was suppose to take place, but the tech never showed up. Keep in mind I confirmed all appointment that morning and was told all services would be installed that day. After a number of phone calls the staff was never able to find an order for the Direct TV service.

I received my first months bill from ATT and was charged for phone and internet service(remember the service was never setup). The rep did remove the internet charges, but not the equipment charges as I later found out. But I was being charged $40 for the phone service which I was quoted a previous price of $19.99 in the bundle deal. If you check their website, they are still advertising this same phone rate service at the time of this posting, without the bundle. When I explained to the rep there was an additional charge for a service I did not request, the request was just basic phone service, it cost me 16.99 to have the 4.99 service removed. I paid the phone bill and service charge of 56.99, because I was told I would still get my rebate to cover all the cost.

After several more calls I still have an outstanding balance of $99 pending a claim that was filed thru the rep and will not be able to have my internet service until I pay the $99 for equipment promised to me for free or until the claim has been finalized. Which can take up to 3 months. Fortunately, I never cancelled my current internet/cable service. At this point I am stuck with ATT until this issue is resolve, but I will definately return to my original provider.

I expect premimum service and if I have to pay for it, then so be it.

I have told a number of friends and coworkers who were planning to switch to ATT and after hearing of my experience they all decided to go with another company.

Some job ATT, you have already lost 6 potential customer in Temple, TX due to poor customer relations, how many more will it take before you take action?

Had home office phone and DSL for 3+ years with AT&T... was not getting much use out of the office telephone (have cellular) and decided to change to "dry" DSL. Big mistake. Their website help was useless - lots of dead links (seemed to be any link that was related to canceling service, or contacting support was a dead end - should have been a tip off) so I called them directly. The person in the ordering department seemed to be knowledgeable, and was able to explain the process - they would cancel my existing service the following Friday morning, and shortly thereafter establish my new service. I did find out during this call that AT&T had been overcharging me for my DSL service for 2+ years, I was paying $35/month for the slow DSL that was supposed to be ~$25/month. Nice. No refunds or credits for me of course. The plus in changing my service would be double (or faster) service for ~$40/month. Okay, I would save ~$30 a month for not having a phone line - so a net gain. On Friday, my phone (and existing DSL) turned off... and I waited, and waited. Called in the early afternoon - checked status - was told my service order was complete. Obviously not. After explaining the situation, was sent to tech support - they told me the issue was on my side and to power cycle the modem (no change of course!) then that it was a issue with my wiring and to plug the modem in directly to the wall (bypassing the DSL filter) - sure - whatever, still no DSL sync on the modem. Tells me he will do a line test (BERT), but then says he can't see my modem - no kidding, really, which is what I already know. Since it was working just hours ago - it was surely not the modem, or my equipment/wiring (CPE). They told me that it will just take more time, and to wait.

So... useless. Saturday... still no sync. Called support and of course - they apparently don't answer calls. I found a mention to use extension 305 (I think?) on some other website (full of complaints like this one) - which got me in touch with someone. Same business, he tells me the service was completed yesterday... power cycle modem, check wiring, etc. Of course, it's not changed. Explain the situation again. Appears that he is unable to open/create a trouble ticket - since my "old" service is gone, and the new service (which shows complete) actually has not been provisioned - I am in limbo - so, he has no place to add notes/comments, etc. Tells me to be patient, and it they will look at "the issue", and I will get a call back. I explain the issue is on their end... either at the Central Office (CO) or at the DSLAM - he agrees, it's on their end (I know this already)

Sunday afternoon, still no call... no sync on the DSL. For fun, try to contact them again at 877-722-3755... after a while, got to an agent, had to explain everything again. Put on hold again, and he contacts the provisioning department, amazingly enough... an engineer/tech gets on the call and explains there is "an error" and they will have someone look at it tomorrow (Monday). Right... and I should get a call too. Though he also suggests that I call 888-720-1275 for a direct connection to their department (wow, seems like progress!)

Monday afternoon... no calls from AT&T, no sync. Call the new number... of course, it's for service repair... since I have NO service - he can't help me (can't even look up any details), tells me to call the other "generic" number again. Great, lather - rinse - repeat. Another 20 minutes later - I'm back where I started. They tell me the service was completed Friday. Explain the situation, again. They call the provisioning department - tell me the order is actually incomplete (no, really?) and they will assign someone immediately to look at my case (but still have no trouble ticket), and I will get a call within 24 hours. Sure... the check is in the mail.

Tuesday afternoon, no calls, no sync. Call again, same routine - they tell me it's completed (I explain again), they check, confirm it's not... yet. Tell me they are assigning someone to look at the issue (same thing they said yesterday) - and after waiting on hold while they check - they do confirm, "the issue is on our side"... yes, I know that. I should expect a call back within 24 hours. Sure.

Wednesday morning... call again... same routine. They tell me that someone was assigned late yesterday (really?... can I speak to this person? No, of course not). Told me to expect a call. I explain this is the same thing I have been told 3 days in a row. The best they can do is suggest that tomorrow (assuming they don't setup the DSL by then, or call me) that I should ask to speak to a manager. Hmmmmmm. I do assume that they have been billing me for service since last Friday (since they claim the order was completed).

I have no internet... I can only blame myself at this point for changing my service (attempting to anyway).

I assume that there are a few factors at play here... 1) incompetence. 2) apathy. 3) lack of communication internally at AT&T.

I'm at this point considering canceling my other AT&T line (line 1) at my home, canceling this order for "dry DSL"... waiting a few days, and requesting "new" service - perhaps they can figure out how to do that? Doubtful.

So... waiting for the mythical "call back". It would be nice if they simply sent an engineer to the CO or to check the DSLAM and fix "the issue" - I find it interesting that they can shut down service by hitting a button, but can't re-establish service just as easily. My best guess? I think they are trying to provision "dry DSL" on my existing line 1 "pair" that is still functional, and not the 2nd line at my home (to the office, that was just disabled by them), and the system generates errors when they try to do this.

Even if they do complete my issues... they get the worst marks possible based on the ineffective support provided so far. If they could simply keep notes and share, and called me at least once... I would be somewhat satisfied that they were at least interested in my satisfaction. Who knows, perhaps... when they are done... I'll have 6Mb download speed based on the enhanced service (yeah... I can dream).

Please instruct me how to obtain my reward credit for my modem. I am unable to obtain credit, now they want to bill me for the modem. They tell me the only way I can get credit is to log on. Unable to do so. Please help!