We had ATT for several years as a DSL provider; we were told that the only way to get it was with a phone service. The land line was unnecessary but had no other choice; the speed was not great and the phone number created taxes and sales calls.
Upon moving in August we were charged a fee for moving both services but we found out through a friend that we could get the DSL service by itself. After much insisting in October, the rep allowed us to ONLY get the DSL service. At the appointed date, the phone and DSL were disconnected and then the ordeal to reconnect began.
1. They lost our new account information. We were repeatedly told that we did not have an account with them; the old account had been deleted and the new one did not show up. We were NEW customers that needed a brand new install.
2. The line could not be connected because no DSL service was available. Of course, we had to insist that our was part of their service area because we had just had it running. Impossible to downgrade if it already worked.
3. The service was arriving to our house and our internal wiring must be bad. Again, improbable since we had changed NOTHING since our service had been up the last time.
The above three were advanced through NUMEROUS tech reps that each had to follow the script and do ALL of the diagnosis. Surprisingly, even when the software guys passed it on the the hardware people, none could see notes on the previous calls. We tried in English w / people answering in other states, in India; we tried in Spanish w / Colombian and apparently Mexican reps.
Why is it that every time one must punch in your account number and then gave to give it to each rep that you are handed off to and then STILL specify that it's not a phone number, that it is only for DSL and that we are not new customers that have already talked to their phone numbers several times?
Eventually, someone promised that after the switch in our area was up that we would be contacted. A robocall did contact us that the service was installed but our DSL modem showed otherwise. More calls and finally one of them has my wife open the external box w / a screwdriver, switch a wire and the green light was on. Our account is restarted but we have no DSL access after 24 hours.
Another round of software reps that hand off to hardware. No way to contact them directly so waiting loops yield the following: your original work order was not acted upon, you could not have had service without it and therefore you must wait to get it installed. Talk to billing for a credit on paid for month even if no service.
We are now counseled to talk to billing as it is a new account who claim that they do not have any record of the lapse of service, only the charges. We are promised a credit for all nonworking days (all but one) but it is not to be reflected for 60 days (they can charge spontaneously but credit in lags). We get a new bill and a warnig to pay off lest we lose service.
A call to cancel service is eventually answered and they the rep tells us, really, "I cannot close your account because our computers are down, please call back." We do, we get a closing number but a month later no confirmation, credit but a new ebill.
Last straw: Today, 10 jan we get a notice that there has been a new account created on Nov 13.
We have phone records, names, times to document all of the above but no one to give it to. Sad.
Again, the hardware people would like to come out, promise to call and nothing happens.
Http://usashameboard.com/new_complaint
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