11-01-2011 11:12:37 AM
Recently, I received an email with regards to the overage charge for my DSL internet services with ATT.
When I originally got DSL I was told that it was unlimited internet access. I received a bill that showed
additional charges and I called to discuss the charges.
I received another email stating that the chareges would be waived. I called again after receiving yet
another email regarding charges and spoke with a very unprofessional and rude agent. Who advised
me that I should go to a carrier that provided true unlimited internet services.
Being disabled I watch TV a lot and netflix is one of my biggest viewing pleasures and to discover that
I am now payoing for the most expensive internet service in the nation and have been reduced to the
amount of service that I can have at 150gbs per month, I feel is not fair to we the consumer.
While I do understand competitive big business, I also understand the breach of contract that this action
represents because we the consumers were promised unlimited service and the management decided
to take the action of limited useage without public input and as a way to increses revenue by charging
$10.00 per 50gbs over the set limit of 150gbs.
NO WAY THIS IS FAIR!!! I have tried for 2-3 weeks to get a good telephone number for the corporate offices
only to be directed back to customer service. This is horrible in any climate of corporate relations and the
customer service agents are unable to assist customers with these type of issues.
I will write until there is recouse regarding this matter.
Congrats for all of the BIG YEAR END BONUSES!!! but not at the expense of we your consumers.
12-04-2011 01:36:10 PM
Pamela.... Welcome to the 2%. I too have had additional charges for the last two months and like you, have disabled individuals in my household that get most of their enjoyment from watching Netflix. On top of that, I work from home everyday and am logged into my employers network passing data back and forth 8 - 10 hours a day, 6 days a week.
I contacted AT&T last month and they waived the additional charges after arguing with them for about an hour. When I requested them to send me an itemized bill with the details behind the data usage, I was told that I need to contact tech support. I was assured that they would be able to provide me with details so that I could "change my usage habits" to avoid the additional charges. Instead of contacting them, we decided to try and reduce the amount of bandwidth our household was "hogging" on our own. We reduced the number of Netflix movies we watched and went back to renting Redbox DVD's. I cut an hour out of my work schedule and made sure to disconnect from the network when I was going to be away from the computer for an extended periods of time. Even with these changes we still managed to go over the 150gb limits (although 50 gb less this month over last).
I called AT&T tech support today to get their assistance by having them tell me exactly where all the data was coming from, since the billing department told me they could do this and since AT&T has a "team of dedicated experienced personal that monitor data usage" Well.... that's an outright lie. Level 1 support explained to me that there was no such team and the only thing level 2 support could tell me is exactly what is shown under the internet usage site. AT&T's inability to provide any details (type of data being downloaded, websites where data obtained from, IP addresses that downloaded the data, etc.) behind the charges causes me to wonder if there are some legal issues needing to be addressed. The only advise I was given was to change my 10 digit encryption key "just in case" my network was hacked and the neighbors are accessing my wireless network.
I wonder if there is a pattern starting here. Those individuals who are lucky enough to be healthy and able to get out of the house on a regular basis probably won't be affected by over the limit charges. But those who are living with a disability will be punished and have to give up one more thing that brings them a little happiness.
11-14-2012 01:56:21 PM
You will hit the 150 gb limit easily. If you have you have gamers, Netflix, Hulu ect. you will go over. We got told a lame excuse for the charges. Makes it worse is around where we live AT&T has huge lag spikes all the time. Makes you real happy to be forced to pay this greedy fee for a horrible service. Sadly AT&T is better than the cale internet in that it does not go down all the time. They best use that $30 extra dollars to improve services.
Good luck not going over.
11-19-2012 06:57:55 PM
ATT sucks regarding the charges. What they have posted in black and white is never the same as what is actually charged. Then when you question it they ask if you have an E-mail or something written to show the charges agreed upon. Of course you don't have it because they never offer to send it. I can 't wait to be done with them, you go round and round with the phone numbers and customer service departments. Too bad it isn't like it use to be with good customer service. No one ever knows what is going on.