We'll be switching to Time Warner now

8 days ago our internet died. Just kepts dropping the connection. I spent 2 days on the phone talking to "technicians" who couldn't help. Then a technician came to the house and gave us a new router/modem which didn't fix the problem. Then an external technician finds out that they need to dig up the line outside and replace it. Estimated time to 100% repair: 19 days from now. That's a total of 27 days of terrible internet.

So today my husband chatted with AT&T to get a significant discount because of their poor service. Here's the exact chat log (with telephone and pin numbers removed). It's so terrible it's funny.

Thank you for choosing AT&T. A representative will be with you shortly.
You are now chatting with Andews K.
Andews K: Hello my name is Andews K. Thank you for allowing me to be your specialist today. How may I assist you?
Husband: Hi Andews
Andews K: Hai
Husband: Our internet went out on September 17, and AT&T has informed us that it won't be fully fixed until October 14.
Husband: I think we should be paying a LOT less for the service we're getting this month.
Andews K: [Husband's Name], your issue is with the loss of Internet connection. Is that correct?
Husband: Yes, a one-month loss of internet connection.
Andews K: Please bare with me while I pull your account.
Andews K: In order to protect your private information, please provide the passcode on your U-verse account. This is a four-digit numeric passcode that you established for account security.
Husband: XXXX
Andews K: Thank you for the information [Husband's Name].
Andews K: [Husband's Name], let me confirm you about the concern is for the next bill?
Husband: Yes, it seems like getting bad internet for a month should give me a serious discount or even a free month.
Andews K: [Husband's Name] I understand that how frustrating it will be for you.
Husband: Do you also understand that Time Warner can probably get me good internet service before October 14?
Husband: I will check with them unless you give me a better response than "I understand it's frustrating"
Andews K: Thank you for waiting. I'll be with you in just a moment.
Andews K: I will definitely put a note on that and will help you with that concern while next bill is being generated.
Andews K: [Husband's Name] are we connected?
Husband: Yes, I'm waiting for you to offer me a discount. I'm looking at the time warner website while I'm waiting. It looks like they offer faster speeds for less money.
Husband: $55 for 30mbps. When the at&t internet is up (not often lately) I'm getting 21mbps
Andews K: [Husband's Name], please don't worry I will connect you to the right team who can help you with this Internet issue right away. Please stay online.
Andews K: I would like to get you in direct contact with a technical support expert for U-verse service. I apologize that I am unable to assist you. Allow me a moment to connect you to an expert who will be able to assist you with your account. The agent will have access to all the information you have provided me already.
Please wait while I transfer the chat to the appropriate group.
You are now chatting with 'Jude'
Jude: Thank you for contacting AT&T, my name is Jude. Please allow me a moment to review the information you have provided.
Jude: Hello [Husband's Name].
Husband: Hello Jude
Jude: I could see from the above conversation that you have low Internet speed and I will help you to resolve your issue.
Husband: Not just low internet speed, internet that drops out of service completely several times per day.
Jude: Thank you for your information.
Husband: A problem that won't be fixed until October 14.
Jude: I apologize for the inconvenience. I can help you with that.
Husband: And a problem we have had since September 17.
Jude: Thank you for your additional information.
Jude: I am really sorry. I was not able to pull up the account using the information you provided. Can you provide me the 9-digit Billing Account Number or the telephone number which is registered on the U-verse Account?
Husband: It might be XXX-XXX-XXXX? That's my cell phone
Jude: Thank you, let me try with this.
Jude: I have successfully pulled up your account.
Husband: So the last guy was just wasting my time?
Jude: I am really sorry for that.
Jude: For your security and to ensure we protect your privacy, please verify the 4-digit passcode on your account.
Husband: XXXX
Jude: Thank you. I have authenticated your account.
Jude: For your security and to ensure we protect your privacy, please verify the 4-digit passcode on your account.
Jude: Sorry for typo.
Jude: Have you tried any troubleshooting step to resolve this issue?
Husband: Yes, daily. AT&T needs to send someone to dig up the box outside our house. That's not happening until October 14.
Jude: Thank you for your information.
Husband: We've been spending quite a few hours on this.
Jude: I totally understand your situation. I am checking your line from my end.
Jude: Let me check the details for your to provide what the exact problem is.
Husband: This has already been done many times. The technician came out. He said the problem is with the box outside and it has to be dug up. You aren't going to be able to dig from there.
Husband: Are you able to give me a discount on the bill? If not, then I think this chat is over.
Jude: Yes we can process the credit for the loss of service.
Husband: Please do that, now.
Jude: As you stated above there is issue with your outside box and our technicians are working on that.
Jude: Sure.
Jude: Let me check the exact details with our dispatch team.
Jude: Please give me 1-2 minutes.
Jude: I have reached our dispatch team.
Jude: I am getting information for you.
Jude: I am really sorry for the delay, please bare with me.
Jude: Thank you for staying online.
Jude: Since it is taking longer than the expected time to get the expected time. I will ask my supervisor to make a follow call to inform you the status.
Husband: and the status of my bill is?
Jude: I can help you with that.
Jude: Could you please provide me the best number to reach you?
Husband: XXX-XXX-XXXX
Jude: Thank you.
Jude: Since we are from AT&T chat technical support, we don't have access to reduce the monthly bill. However , I can help you to reach the billing team to reduce the monthly bill. They have all the access to reduce your monthly bill.
Jude: Also they have all the access to provide credit for the loss of service.
Jude: Please be in online while I transfer our chat to billing team.
Husband: I think you were dishonest with me.
Jude: Please not to feel in that way.
Jude: We don't have access to reduce monthly bill.
Husband: When I post this sorry chat on the internet, we'll see what AT&T's potential customers think.
Jude: We really value your business.
Husband: Then give me the credit on my bill. And stop wasting my time.
Husband: You said a few lines ago "Yes we can process the credit for the loss of service."
Husband: Do it.
Jude: If I transfer our chat to billing team they will reduce the monthly bill as well as provide credit for the entire day loss of service.
Husband: Go ahead and transfer, but I'm about out of patience.
Jude: Sure.
Jude: Please be in online.
Please wait while I transfer the chat to the appropriate group.
You are now chatting with Chris G.
Chris G: Hi, I’m sorry for any delay in reaching me. I see that you have been speaking to another representative. Please allow me a moment to review your previous conversation and I will be happy to assist you further.
Husband: So far this has been almost the worst customer service experience of my life.
Chris G: I really apologize for the inconvenience you have experience.
Chris G: I assure you that you your concern will resolved by the end of the day.
Chris G: Just to make sure you want credit for the time you lost your services. Is that correct?
Husband: I assure you that if my bill isn't lowered in the next 10 minutes, I'm going to be a time-warner customer.
Husband: Lower, as in free for this month.
Chris G: I can help you with that!
Chris G: In order to protect your private information, please provide the passcode on your U-verse account. This is a four-digit numeric passcode that you established for account security.
Husband: XXXX
Chris G: Thank you for the information.
Chris G: Please allow me a moment, while I access your account.
Chris G: [Husband's Name], I will go ahead and waive $61 for you.
Chris G: Please allow me a moment,
Husband: At this point, I'd also like my monthly bill lowered. It looks like Time Warner is cheaper.
Chris G: Okay!
Chris G: Let me go ahead and waive $61 for you. I surely go ahead and will look in to reducing your bill.
Husband: OK
Chris G: Are you logged into your online account?
Husband: yes
Chris G: Please log out and login back to your online account.
Husband: ok
Husband: I see the $61 credit
Chris G: Great!
Chris G: I have escalated this to my manager that you want to lower your bill.
Chris G: He will be calling you in a moment.
Husband: ok
Chris G: I'm sorry for the delay. I'll be right with you.

As soon as the manager called, he wanted my husband to close all windows. We had to save the chat first. It's just priceless. This kind of service is all AT&T has, I think. And it's HORRID. We're moving to Time Warner.