Complaint / Review
SBC Yahoo DSL
DSL Transfer Took Two Months, Talking to Over Fifteen People

I was recently married, and my wife moved from California to live with me here in Michigan. She had SBC Yahoo DSL for approximately eight months and was still under her 12 month agreement. I have had SBC Yahoo DSL for several years and am no longer under the 12 month agreement.

We were told that she would have to disconnect in California and transfer her services here, both DSL and telephone, and I would have to disconnect my service. Sounds easy enough, right?

Of course, we were told there was a 7 to 10 day waiting time after my service was disconnected and before her service could be connected, so that they could "test" the lines to make sure they could handle DSL. I have been using it at the same residence for two years. I asked why they could not just change the name on the account from mine to hers, and I was told it was not possible. Also, SBC in California and SBC in Michigan are two separate entities, and they do not share information between the two.

In order to disconnect everything and transfer her service, I actually had to do a 4 way call between all of us from my work telephone. (It is a good thing we have good phone service at work.) Shouldn't they be able to do all of this themselves?

All said, the process took almost two months to get DSL up and running again. We spoke to over fifteen different people there, between four different departments, for a total of over ten hours of telephone time (including all of the "on-hold" music). They lost the reconnect orders twice, which added five more days to the wait time, and had no record of me ever calling in on 3/4 of the phone calls.

To top it all off, I was finally transferred to a high level customer support team (this must happen a lot if they have a whole team of these people), where she promptly asked me why I did not just have them transfer the name on the account to my new wife's name. (Remember, I was told earlier that it just was not possible!)

I just want to thank SBC for the wedding present. It is just how I wanted to spend the first two months of my marriage.