We signed up at the Berwyn store, forgoing the rebates available for signing-up online, so we could make sure our service was ordered correctly. J signed us up for HD Dish service, although we did not know it was HD until later, and the Elite DSL package, all with a rebate for keeping a month of service.
The dish
We had problems with the Dish connection going in and out, sometimes 5 times an hour; we thought the reception just was bad. It was not until we found out the technician hooked up only 3 of the 4 televisions, that we were told he installed HD equipment (more expensive) and that was causing our reception problems.
Customer service said that he should have noticed we did not have any HD TV������¢���¯���¿���½���¯���¿���½s, and hooked up the regular equipment. So a technician had to come back, a week later, to take out the HD equipment, replace it, and hook up the 4th TV. After making a complaint against the first technician, he was not only on his cell phone constantly, but he made my husband help him for 4 hours, causing my husband to miss half a day of work, customer service said they would send a manger to set-up the correct equipment.instead, we got a non-manager that asked us what the problem was. We were told that he would ask for a correction to our bill, for the weeks with problem service, but he said to call customer service when we got the bill.
After getting the bill, I have been unable to reach anyone that can explain the numerous charges and credits. After transfers, waiting, and dropped calls, I was transferred to the DISH company. Vanessa explained that they paid AT&T for the mistakes made, and I do not owe them anything.
The DSL
Our Elite DSL was a dream, until 2 weeks into service. We started losing signal from the house to the server, so I called Technical Support. TS suggested we were not getting enough signal in the house, and tried transferring me to a senior tech. After 30 minutes on hold, I hung-up. My husband then called the next day, and after doing some tests, they sent a technician to the house a couple days later. Our area, and our house, does not support the Elite AT&T DSL. Our choices are to accept the higher speed with less connection, or downgrade the service.
At this point, I called the Berwyn store, and left a voice mail for the manger, letting her know how much trouble J���¯���¿���½���¯���¿���½s mistakes were, and how much time and frustration they are causing everyone in the house. It has been 3 days, and I have not gotten a return phone call from the manager.
Downgrading the DSL was a series of dropped calls, and lost hours on hold. Finally, LaToya, 173871605, credited our account for the problems in August, then lost me during a transfer to downgrade service. Linda, C528927, downgraded our service, credited 5 dollars for August, and gave us 5 dollars off a month for a year. She was wonderful. While I was on hold to get the downgrade done immediately, I hung-up after 30 minutes, and called back.
Upon calling back, I got a technician that asked me if I wanted to downgrade my service, after I explained it was already downgraded. He then asked me if I had paid on the account, and how much. The bill is not due for 2 more weeks! I told him I will pay it when the service works. He transferred me to another woman that couldn������¢���¯���¿���½���¯���¿���½t understand why a technician would ask about my bill. She also confirmed what Linda did, and attempted to transfer me again. Again, I hung-up after 30 minutes on hold, and expected the service to be working in 24 hours.
It has been over 24 hours, and the service is slow and unsteady. The internet connection keeps getting lost. An attempt to contact someone through online chat ended in another dropped signal, after a long wait, of course.
I was not able to ask about the closer coupon we are not in the system for, the rebate Jessica said we would get. Nor has anyone else in the course of customer service and transferring been able to help.
It has been only a month and 10 days. I have been on the phone with AT&T for almost a full month.
And that brings me to now.
I thought I hated Comcast, until I signed up for AT&T.
I want to know why my DISH bill is 112.24.
I want the DSL rebate we were told we were going to get.
I want good internet that works all the time.
I want to know why it has taken a month and a half to get these services to work, and why I cannot get any one person on the phone that can answer these simple questions.
I want an apology from J, for all the trouble she has caused me, and an apology from her manager for not returning my call.
As soon as we get internet service, this email will be sent to AT&T customer service, the Berwyn, Illinois AT&T office, the Better Business Bureau, Complaints.com, all my friends and family, and everyone and anyone else I can think of.
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