12-07-2012 04:34:55 PM
Started with ATT in July 2010 with DSL promotion. Modem free, can't remember the price for service, but now at $38/month. In July 2012, internet not working. ATT Serviceman came to investigate and determined modem was bad and provided a new one. Nothing was stated about receiving a charge for the new one. On Oct bill, there is a charge for $62 plus tax for a modem. Called ATT, explained what had happened, was told charge would be removed from bill. Next bill, modem charge still there plus now a late fee. Called ATT, no record of what service person told me. Was told original modem was free with one year warranty. And unless I paid for the "warranty service", the equipment would not be covered. I explained no one identified to me the new modem installed would be billed to me. Was told this is in the "terms and Conditions". I explained I had a modem at home in storage I would use instead, ATT said only ATT modems will work. There $62 modem is available at Wal Mart for $50 and even labeled as ATT Motorola modem.
After multiple phone calls, 2hrs total on phone with ATT, informed I have to pay the charge or return the modem. I asked would ATT rather have $62 for the modem but lose my $38/month as a DSL Customer? I guess the answer is "Yes".
Any final words of wisdom or assistance before I cancel and switch to another provider?
12-08-2012 09:51:17 AM
I'm sorry the terms of your service were not made clear. I'd like to see what we can do to sort this out.
Will you please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you?
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12-11-2012 04:15:26 PM
So I paid a portion of the bill (minus the disputed amount for modem). Had multiple conversations with ATT representatives, which are noted/recorded involving the disputed bill. And guess what? ATT is cutting off my phone service right now! The "order status" on my account reflects the termination of my phone. As of right now, my long distance isnt working. I can not believe with partial payments, record of billing dispute, ATT is in the process of terminating my phone tonight!! Its not like i have a poor payment history, or have been a recent convert from Sprint or another provider. This is the worst service i have received from any company in a very long time, small or large. I expect better service from ATT!