AT&T
Paid for Pro DSL Package but Received Basic Speed

dblack_2
12-07-2011
8

I contracted a service for DSL Internet Pro from AT&T on 03/11. I have been paying $19.95 per month for the Pro package which runs at a speed of 3.0 Mbps. I recently found out that I have been receiving the Basic Package which runs at a very slow 768 Kbps at the Pro Package price. At that time Basic and Express were only $14.95 per month.

I have spent several hours in the past week with the support team from AT&T attempting to get what I have been paying for. I still have the Basic package after being told on two different occasions that I would be upgraded to the Pro service within 24 hours. Also, two different agents confirmed that I had been paying for Pro and receiving Basic. I was denied a credit for the $5.00 additional cost per month for nine months that I had been overpaying.

I also tried to get support at att.com. That didn't work either. I couldn't even use the upgrade option that was offered online. All I could get was a response stating that I was not eligible for an upgrade. That's when I started calling the support number. I finally spoke with Kirk, which is in my opinion the only helpful agent that I spoke with out of ten or so. He informed me that I would have to place an order to get the upgrade and transferred me to a lady named Holly.

I decided that I wanted to order the Elite Package at 6.0 Mbps so that I could stream movies in HD. I expected the price to be the same as online which is $24.95 per month. Holly informed me that the price would be $29.99 initially and would change to $43.99 per month. I asked about the price difference and she explained that the $24.95 was an online only special. I explained that I had tried to upgrade the order online with no success. Holly then told me that she couldn't give it to me for $24.95 per month. I respectfully declined.

I called back to cancel my service and was informed that I would be charged a $37.50 early termination fee for a service that I have never received. = rip off