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AT&T - WORST PROVIDER EVER

Discussion in 'Northern California' started by Shemicals, Apr 9, 2012.

  1. Apr 9, 2012 at 8:10 PM
    #1
    Shemicals

    Shemicals [OP] Well-Known Member

    Joined:
    Aug 23, 2010
    Member:
    #42121
    Messages:
    2,613
    Gender:
    Male
    First Name:
    Matt
    Concord - East Bay CA
    Vehicle:
    '07 5-Lug Black Sand Pearl Access Cab 2WD
    Build Page
    System: Connecting to server. Please wait...
    System: Connection with server established.
    System: Technical Support Topic: SST: More Help
    System: mp160k(MANSI) has joined this session!
    System: Connected with mp160k(MANSI)
    mp160k(MANSI): Thank you for contacting AT&T U-verse Member Support. My name is Mansi (mp160k). Please allow me a moment to review your account details with the information you have provided.
    You: hello
    mp160k(MANSI): Hello.
    You: So i received a bill today for $303.48
    You:
    and i had some issues with this
    mp160k(MANSI): Okay.
    You:
    because i reviewed my online account versus the agreement when i signed up
    You:
    I signed up through all connect wih a promotion of 24 mpbs at $54 a month
    You:
    with a $200 installation fee that included the modem
    You:
    i have only been getting 18 mps (confirmed by your technician who came out)
    You:
    you charge me $150 for installation plus a $100 gate fee
    You:
    the $54 i am okay with
    You:
    the $250 i am not because i was quoted $200
    You:
    i am also having qualms because i have only been getting 18 mps
    You:
    when i signed up for 24 mps
    You:
    mbs***
    mp160k(MANSI): I do understand your situation and apologize for this inconvenience.
    You: also
    You:
    your first technician
    You:
    did not even come to the door two weeks ago
    You:
    and just drove away
    You:
    so for 2 weeks we had virtually no internett
    mp160k(MANSI): I apologize for that.
    You:
    i want to know why i am paying more than i agreed when i am not even being provided the minimum of what i sifned up for
    You:
    i want compensation
    You:
    and i want my 24 mbs
    You:
    i will pay for what i agreed
    mp160k(MANSI): I value you as an AT&T member and I will try my best to fix this problem for you.
    You:
    but i want what you agreed to provide me
    You:
    and your service department hung up on me without saying a word after i waited for 15 minutes on hold
    mp160k(MANSI): I can understand your concern.
    mp160k(MANSI): Let me check your account details.
    mp160k(MANSI): May I know your 9 digit account number?
    You: XXXXXXXXX
    mp160k(MANSI): Thank you.
    You:
    my all connnect account # is XXXXXXXX and my confirmation is XXXXXXXX
    mp160k(MANSI): Thank you for the information.
    mp160k(MANSI): Let me check the account details and bill detail for you.
    You:
    okay
    mp160k(MANSI): I apologize to keep you waiting.
    You: it doesnt make sense to me though to pay the full amount if i am not even getting what i signed up for right?
    You:
    i dont mind the wait
    You:
    i just want this resolved
    mp160k(MANSI): I am checking your bill.
    mp160k(MANSI): I will try my best to get this resolved for you.
    mp160k(MANSI): Let me place this chat session on hold for 2 more minutes and check the bill.
    You:
    okay
    mp160k(MANSI): Thank you.
    mp160k(MANSI): Thank you for the patience.
    You: no problem
    mp160k(MANSI): I appreciate your patience.
    mp160k(MANSI): I checked your current and previous bill.
    mp160k(MANSI): It seems that you were charged $311.53 in last bill.
    You:
    my bill says 303.48
    You:
    which troubles me
    mp160k(MANSI): However, it seems that in your current bill it shows 303.48 as Past Due.
    You: okay
    You:
    so this is the first bill i have received
    mp160k(MANSI): Your new charges for the current bill is $58.00.
    You:
    okay
    You:
    which is due when
    mp160k(MANSI): Okay.
    You: i want to deal with the more important issue
    You:
    of why i am not being provided the 24 mps that i signed up for
    You:
    and why you charge me 250 vs the 200 i was quoted
    You:
    and agreed upon
    You:
    i did not agree to your 250
    mp160k(MANSI): I can understand your concern.
    mp160k(MANSI): Let me try to fix this issue for you.
    mp160k(MANSI): Is that okay with you if I perform some troubleshooting to fix this issue?
    You: which issue
    You:
    i want to solve the money issue
    You:
    then we can work on the 24 mbs
    mp160k(MANSI): Yes.
    mp160k(MANSI): Let me help you with that.
    mp160k(MANSI): Before that let me make some settings in your router setting page to check for the speed issue.
    You:
    wait
    mp160k(MANSI): Okay.
    You: your technician told me i was only signed up for 18 mbs
    You:
    but my original agreement was 24
    You:
    i dont see how changing the settings in the router can fix that?
    You:
    unless you can explain it to me?
    mp160k(MANSI): I apologize for my misunderstanding.
    You: and i promise i am not trying to be difficult but the last time you guys adjusted my router the internet went out for 2 weeks
    System: sd482g(SHAYNE) has joined this session!
    sd482g(SHAYNE): Thank you for contacting AT&T U-verse Member Support. My name is Shayne [Sd482g]. I am the floor supervisor how may I assist you?
    You:
    okay
    You:
    so i really dont want to have to retype all of this
    You:
    can you scroll up
    You:
    and see the message log?
    sd482g(SHAYNE): Yes.
    sd482g(SHAYNE): I am going through your chat session that you had with Mansi.
    You: thank you
    sd482g(SHAYNE): You are welcome Mr. Sheridan.
    sd482g(SHAYNE): To confirm that you are authorized on this account, please answer any one of these questions:?
    sd482g(SHAYNE): a] 4 digit pass code b] What is your favorite restaurant?
    You:
    XXXX XXXXXXX
    sd482g(SHAYNE): Thank you.
    sd482g(SHAYNE): I see that you had opted for the 24mbps plan and you getting the 18mbps plan.
    You:
    yes
    You:
    not opted
    You:
    agreed
    You:
    that was my agreement
    sd482g(SHAYNE): Okay.
    You:
    as well as only 200 for the modem and cabling
    You:
    not 250
    sd482g(SHAYNE): Alright.
    sd482g(SHAYNE): Let me check where the extra $50.00 come from.
    sd482g(SHAYNE): Do you have a copy of the current bill handy?
    You:
    also i want compensation for the fact that i have been receiving less than what i agreed upon
    You:
    i dont believe that i agreed to pay 54 per month for 18 mbs
    You:
    i do
    sd482g(SHAYNE): Sure!
    sd482g(SHAYNE): Will check on this too.
    sd482g(SHAYNE): May I know the amount that you agreed to during installation?
    You:
    200
    sd482g(SHAYNE): May I know how much you agreed to pay for your Internet package?
    You:
    54 for 24
    sd482g(SHAYNE): There is a possibility that the 24mbps Internet plan is not available in your area which is why the 18mbps plan was selected.
    sd482g(SHAYNE): Let me double check on this.
    You:
    so why am i paying 54 a month
    You:
    and why would i pay more for installation?
    sd482g(SHAYNE): I am checking on this Mr. Sheridan.
    sd482g(SHAYNE): Appreciate your patience.
    sd482g(SHAYNE): Mr. Sheridan, I see that you have the max package available in your area.
    sd482g(SHAYNE): That is the 18mbps package.
    You:
    oaky
    You:
    issue is why am i paying 54 then
    sd482g(SHAYNE): I can go ahead and check if we can get you a promotion on the package.
    You: and why am i paying 250 for installation vs 200
    You:
    and why was i not informed until now that i wasnt getting the 24 like i signed up for?
    You:
    i think these are all valid points?
    sd482g(SHAYNE): I do not see the installation charges on your current bill.
    You:
    their is a charge of 150
    You:
    plus a 100 gateway fee
    You:
    shown as one time fees
    You:
    which exceeds the 200 i agreed upon
    You:
    and you are charging me 54 for 18 when i agreed to 54 for 24 :(
    You:
    i understand you do not offer 24 in my area now ( 40 days later) but i do not believe i should have to pay the extra 50 or the full 54 because i was not alerted of this until now?
    sd482g(SHAYNE): I can check for a promotion available to get the bill lowered for the 18mbps package.
    You:
    okay what about the extra 50 you charged me?
    sd482g(SHAYNE): I see that the $149.00 is a one time charge for the installation of the Internet package.
    You: yes and i was quoted 200 and that is what i agreed upon which was supposed to include the modem and installation
    sd482g(SHAYNE): Oh!
    You:
    you guys split it up into two one time charges of 150 installation and 100 gateway (modem) fee
    sd482g(SHAYNE): In this case, I would suggest that you contact our billing team on the 1-800-288-2020 number and get this to their notice.
    sd482g(SHAYNE): I can get you a new promotion on the 18mbps Internet package.
    You: woah
    You: i was on hold for 15 minutes
    You:
    and spoke to billing
    You:
    they referred me to customer service
    You:
    i waited 15 minutes
    You:
    they hung up on me
    You:
    without speaking to me
    You:
    i want this resolved with yuo
    You:
    you*
    sd482g(SHAYNE): I do not have access to amend your bill Mr. Sheridan
    sd482g(SHAYNE): We apologize for the trouble.
    You: so im on a wild goose chase and this was a waste of my time?
    sd482g(SHAYNE): We are so sorry for the inconvenience.
    You:
    are you serious"?
    You:
    so i have literally resolved nothing?
    You:
    including my internet speed?
    sd482g(SHAYNE): I am able to get you a promotion for the 18mbps package.
    You: and what is the monthly price going to be
    sd482g(SHAYNE): Let me check on this.
    You:
    and are we going to do anything to resolve the fact that i was charged for a service i was not receiving?
    You:
    because i dont think i should have to pay for the first month if thats the case
    sd482g(SHAYNE): Let me check what best I can do for you.
    You: so im assuming i should get back on wait for billing support?
    sd482g(SHAYNE): I can get you a credit for $18.00 for the next 6 months and your Internet package will cost you $35.00 only.
    sd482g(SHAYNE): Excluding taxes.
    You:
    so my internet will be 35 a month for 6 months?
    You:
    and what about after that?
    sd482g(SHAYNE): You can contact us back after 6 months and we will continue the same promotion.
    You:
    so my bill will be reduced by $18 at this point?
    sd482g(SHAYNE): Yes.
    You:
    okay and regarding the other $50 i have to contact billing?
    sd482g(SHAYNE): Yes.
    sd482g(SHAYNE): I wish, I could get the $50.00 amended however I do not have the rights the billing team has.
    sd482g(SHAYNE): I can get you a $10.00 good will credit.
    You: so lets go ahead an do that i guess. i am on the phone waiting again with customer support for billing
    You:
    i am saving this message as a reference
    You:
    as well as the session ID
    sd482g(SHAYNE): Sure!
    You: what are the hours of operation for billing?
    sd482g(SHAYNE): 8:00am - 7:00pm ET, Mon-Fri 8:00am - 5:00pm ET, Sat Automated Service 24 hours a day, 7 days a week
    System: mp160k(MANSI) has left this session!
    You:
    so at this point $28 has been removed from my balance correct?
    sd482g(SHAYNE): Your $18.00 promotion confirmation number is 349898517A.
    sd482g(SHAYNE): Yes.
    sd482g(SHAYNE): $28.00
    You:
    do i need to do anything at this point other than contact billing tomorrow during regular business hours?

    Session ID: 6499018
     
  2. Apr 9, 2012 at 8:15 PM
    #2
    ColtsTRD

    ColtsTRD .....

    Joined:
    May 13, 2009
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    #17177
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    Scott
    AZ
    Vehicle:
    2005 TRD DCSB
    unreal...
     
  3. Apr 9, 2012 at 8:18 PM
    #3
    KodiakToyTRD

    KodiakToyTRD Well-Known Member

    Joined:
    Jun 19, 2010
    Member:
    #39186
    Messages:
    15,669
    Gender:
    Male
    CO
    Vehicle:
    2013 Scion FR-S Whiteout
    I hate cable company's.
     
  4. Apr 9, 2012 at 8:21 PM
    #4
    tuckdaddy

    tuckdaddy Made to Adventure

    Joined:
    Jul 2, 2011
    Member:
    #59211
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    920
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    First Name:
    Tucker
    Lake McQueeney, Texas
    they have never been good... hope they resolve it good luck!
     
  5. Apr 9, 2012 at 8:36 PM
    #5
    Shemicals

    Shemicals [OP] Well-Known Member

    Joined:
    Aug 23, 2010
    Member:
    #42121
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    2,613
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    Male
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    Matt
    Concord - East Bay CA
    Vehicle:
    '07 5-Lug Black Sand Pearl Access Cab 2WD
    Build Page
    well atleast i saved 18 a month for 1 year at an approx savings of $216.00 for 2 hours of my time wasted.
     
  6. Apr 9, 2012 at 8:38 PM
    #6
    OverRated

    OverRated Well-Known Member

    Joined:
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    #71434
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    305
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    First Name:
    David
    San Jose, CA
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    12 Tacoma / TRD-OR / DCSB
    i cant stand AT&T internet service.. i sure had my shares of stories with them.
     
  7. Apr 9, 2012 at 8:44 PM
    #7
    Super Black Taco

    Super Black Taco Well-Known Member

    Joined:
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    Grayson
    Redwood valley, CA
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    09 TRD SPORT 4x4
    OME 885 1/4 spacers,Dakars, 3* shims,Light Racing UCA BHLM,Wicked Flow Muffler, JL sub, Alpine amp, URD Short Throw Kit, U-Bolt Flip kit, 285/70/17 hankook mt
    I hate At&t they are the worst. my internet was broke for a whole week and they did nothing to fix it, except to tell me it would be fixed within the hour. im not the smartest but a week is a lot longer than a hour.
     
  8. Apr 9, 2012 at 9:26 PM
    #8
    jjew18

    jjew18 the Nightman cometh!

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    Alliance Airport
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    Added extra awesomeness to its original awesomeness.
    I can honestly say i did not read that, I tuned out after the first word.
     
  9. Apr 9, 2012 at 9:32 PM
    #9
    GreenTaco28

    GreenTaco28 Well-Known Member

    Joined:
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    Tyler
    Truckee, CA
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    ARB bumper-Icon 2.5 ext. travel coilovers with King coils and Total Chaos uca's-hella lights-2 12'' JL Audio subs- 285/75/r16 BFG AT's- Marlin Crawler 1.5 in. wheel spacers- Toytec AAL with 5100's in rear-Flowmaster dual exhaust- Black UWS Toolbox- Bushwacker fender flares- Viper alarm system.
    AT&T sucks. They charged us a cancellation fee even though our contract was up...
     
  10. Apr 9, 2012 at 9:38 PM
    #10
    SpazzyB

    SpazzyB Master of the Prius...

    Joined:
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    Ryen
    neuf un six
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    fucking hate AT&T internet. 50% of the time our shit doesn't even work or it's randomly slow as shit.


    sidenote: we did a speed check with my laptop on my home wifi and my laptop tethered to my phone, tethered it was almost 3x faster. :bananadead:
     
  11. Apr 10, 2012 at 5:52 AM
    #11
    396tears

    396tears Well-Known Member

    Joined:
    Mar 23, 2010
    Member:
    #33779
    Messages:
    325
    I have had U-verse for over 2 years really like it
    We have had no problems except for an area outtage caused by a storm


    Up until then I had to deal with Comcast for many years
    They were pitiful -- especially the H D T V
     
  12. Apr 10, 2012 at 5:57 AM
    #12
    brian

    brian Another Traitor

    Joined:
    Apr 15, 2009
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    #16011
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    7,557
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    Elizabeth City, NC
    Vehicle:
    2008 F-350 Powerstroke
    I read it....I've dealt with things like that before. Its a tough one with internet...they have clauses now to reflect bad speeds. However in your case they gave you a diff package. Nut heads. I'm pretty much dead set of Comcast. Its not the best company in the world...but for the most part its a reliable service. This is also why I never get a dish system...they end up giving you horrible internet like AT&T.
     
  13. Apr 10, 2012 at 6:12 AM
    #13
    hillbillynwv

    hillbillynwv Well-Known Member

    Joined:
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    Member:
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    Fairmont, WV
    Vehicle:
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    Rear Leaf Spring TSB, Front Bilstein 5100's set to 1.75, Goodyear Wrangler DuraTrac 265/75/R16 tires, Black WeatherTech Floor Liners, aFe Pro Dry S air filter, lighted 4x4 switch......
    AT&T sucks donkey dicks. My wife switched my daughter and I to AT&T when our cell contract was up with nTelo's. My daughter just had to have an I-phone and she couldn't have one with nTelo's. Now I'm enjoying dropped calls and shitty customer service.
     
  14. Apr 10, 2012 at 6:58 AM
    #14
    ninja_taco

    ninja_taco Well-Known Member

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    Nick
    Louisiana
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    Vanillarama Pinetree Scent
    have uverse as well. i will never again try to tell them they made a mistake and have my service address wrong again. they are complete idiots. my service address is still wrong but my service works. let them figure it out
     
  15. Apr 10, 2012 at 10:10 AM
    #15
    Shemicals

    Shemicals [OP] Well-Known Member

    Joined:
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    Matt
    Concord - East Bay CA
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    '07 5-Lug Black Sand Pearl Access Cab 2WD
    Build Page
    LOL i got the to remove $112 off of my current bill and my internet now only costs me $38 a month.. I am switching to comcast when I get a chance.

    Then....

    [​IMG]

    I will set the building on fire
     
  16. Apr 10, 2012 at 10:18 AM
    #16
    amain

    amain Well-Known Member

    Joined:
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    Brian
    Seattle, Washington
    Vehicle:
    07 SC TRD FJ - The Black Lemon
    Fender Cracks
    I hate it when you call them and they say welcome to AT&T. How can we screw you today? But I have to say, all services are being outsourced to different countries and that just plain SUCKS.
     
  17. Apr 10, 2012 at 5:24 PM
    #17
    babytruck

    babytruck Babytruck, babytruck...I've got a babytruck :)

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    2010 Barcelona AC 4x4 4.0 6spd
    Well after reading this, that explains a lot!! No wonder there were issues with it working! Glad you somewhat got it resolved... Kinda.
     
  18. Apr 10, 2012 at 5:31 PM
    #18
    Rakso

    Rakso CeRaTi

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    OsKaR
    California
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    AT&T have outsourced all tech support, chat support and a shit load of departments to the Filipinos and India. They don't know shit, its just cheap labor. Too bad u had to deal with that bullshit.
     
  19. Apr 10, 2012 at 5:33 PM
    #19
    Rakso

    Rakso CeRaTi

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    OsKaR
    California
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    Att workers will strike soon. So service will get even worse. Be advised, lol.
     
  20. Apr 10, 2012 at 5:39 PM
    #20
    mentose457

    mentose457 Well-Known Member

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