The problems with our internet connection began almost immediately after it was installed. Every time the weather took a turn for the worse, or there were a lot of other people online, we would lose synchronization with AT&T. After several months of calling, and an FCC and BBB complaint, we were told that we were 20,000 feet from the central office, and that 3.0Mb/s service is not available where we are. We were told that a downgrade to 1.5Mb/s service would solve the problem.
I agreed to the downgrade, and the problem has not been resolved. We have since been told by one of the technicians sent to our home that there was an override put on our account to force 3.0Mb/s service and that the salesperson who took the order for internet access was well aware that we were too far from the central office to get the service we were sold. We have also discovered the complete ineptitude of the customer service department. We have been told our internet connection is not working for a variety of reasons, the worst of which were, in order, squirrels, the color of our ethernet cables, and our email settings. We have also been repeatedly charged $80 "problem isolation" fees that are not supposed to be charged if the problem is determined to be outside the home, and I have managed to get most if not all of those refunded. As I type this I am on the phone with accounting to attempt to resolve this issue.
Now today I return from work to find out my internet connection has been disconnected due to a "False Positive", which nobody can tell me what that means. I have spent the last 3 and a half hours on the phone attempting to get this resolved, and now am being told there is a past-due balance on my account which is the result of another of the $80 "problem isolation" fees.
I have now spent almost ten hours on the phone with AT&T today, close to midnight, the technician who was trying to figure out why my service is turned off transferred me to the "Pay for support" line and disconnected, and when I attempted to call back I was informed that the technical support desk is now closed. He dumped me to an inappropriate line just to get me off the phone so he could go home. I called back this morning and was told that my service would not be back on until the 9th, and after arguing with the technician for a few minutes, I have gotten my service restored immediately, so now we're back to trying to figure out why the physical connection is so bad. The technician I spoke with also could not tell me what a "False alarm" or "False Positive" was.
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