AT&T Small Business
DSL Shut Off Twice Because of Billing Error

Shops, Products, Services

AT&T made a billing error and turned off my high speed internet (dsl) on Thursday, May 19. The problem stemmed from a change in service in January. The problem first arose in March.

I downsized the number of lines in our real estate office due to the economy and slow housing market. I also moved our dsl line on to the single business line we were keeping due to being under contract until September.

In April, I noticed on our bill we were being charged for 2 dsl lines, and tried to explain to them what was happening. This particular time we lost 4 days of internet service and several hours of being on the phone on hold, transferred between departments, and them cancelling my lines when I told them not to.

Then in On May 19, our internet service was off AGAIN. So, I checked the bill and see they were charging us an early termination fee plus the extra dsl line (granted we were 1 month behind on the bill but that usually does not mean an interruption of service - just trying to be transparent about the whole situation). We did not cancel our service, so they agreed to give us a $844 credit and turn our internet service back on. They said it would be the next day. FOUR HOURS of my time, LOST PRODUCTIVITY FOR ME AND MY AGENTS, and TWO WEEKS later they finally get my service turned back on. After them telling me AGAIN, that they had a CANCELLATION ORDER.

Today, they tell me they have to place another work order to fix the problem, but it would be back on today. So, I asked them if they could call me when it was working again. The dsl technical support agent told me "I'm sorry, but we don't have that capability." ARE YOU KIDDING ME?!!!? YOU'RE A FREAKIN' TELEPHONE COMPANY!!! They have told me that they would give me an $844 credit for their billing error, but what about my down time and loss of productivity? Needless to say, I won't be renewing my contract.


Company: AT&T Small Business
Country: USA
State: Texas
City: Dallas
Address: 208 S. Akard St
Site: att.com
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