March 22
I had been with my previous cable, computer and phone provider for the last 15 years and I heard on TV the AT & T Bundle Program. Due to the economic times, I thought that I could save some extra money by switching providers. I soon found that I was seriously mistaken. I currently paid about 20 dollars more for my current services than what was offered with AT & T. That extra 20 dollars was worth the great customer services and my piece of mind. I first signed up with your program via computer and “chatting” with a rep and I established my direct TV, internet service and phone service. The representative was very nice and answered my questions. The first tech to come to my home was the TV tech. He came as scheduled and connected my services, however, he stated he was going to go down the road and verify service and then would return to set up my internet. He never returned! It looked pretty simple and straight forward so I begun the installation. The computer would not connect and I was directed to contact a representative at 1-888-321-2378 which I did do. I held for 45 minutes only to find out that I had the wrong department, so I was then transferred to 1-800-503-6383 and I held for 25 more minutes.By the time the technician came on the line I had disconnected all AT&T equipment and connected my previous provider’s equipment. The one good thing I did do was NEVER cancel my other provider so I continued to have internet and TV until your technician could come out - which was never in a timely manner! After the internet tech finally got me connected I was able to use the internet. I work from home so it is essential that I have service. They came my TV service, I kept waiting and waiting to on my Digital boxes so once again I contacted customer service only to learn that the internet chat tech never told me I had to pay a fee in order for the boxes to be shipped. This past week on 3/24/09 my internet service went out - again I called the 2wire tech and learned that my modem was “defected” and they would overnight me a modem. The modem arrived on 3/28/09 and I hooked it up again only to have the exact same problem. The first 3 lights were green but the last two alternated between red and green. The tech checked the system, had me plug the power cord into the wall etc. Now once again I have no service and your technician can not come out until 4/5/09. AT & T has cost me money! I have lost time from work to be on the phone for hours at a time, I have had to be available for 4 hour increments for the tech and I unable to work from home because I have no service. I made a HUGE mistake by leaving Cox Cable - a provider I had been with for years and who had great customer service and did excellent work in a timely manner. I am will contact them on Monday and have my internet service hooked back and when your technician comes in 2 weeks, he can take his equipment back with him and give it to another unsatisfied AT & T customer. I have complained to every technician I have spoken with over the last 4-6 weeks.
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