12-24-2010 07:29:12 AM
I was a loyal customer to AT&T phone and Internet sevices for the past six years. But the way I was treated in the past ten days by tech support and customer service, it is unbelievable.
I called AT&T on Dec 4th, to separate phone and internet services as individual services so that I can move my phone service to other providers if needed.
CS rep told me that he would do so and this request will be active on Dec 9th. For my DSL services, new account was created and I was told that my account will be activated
on Dec 9th.
Since my phone line is separated from DSL service, I wanted to transfer my phone from AT&T to other provider to lower my phone expenses and this transfer was scheduled for Dec 14th.
On Dec 14th when the phone line got transfered to the new provider, AT&T made my DSL line also inactive. DSL light on the modem was flashing RED. So, I called AT&T tech suport on the same day and the technician told me that
my account is not active. She could not resolve the issue but was insisting me to talk to CS to make sure my account is activated. Since this was night time, I could not talk to CS agent since
that department works only on regular business hours 7 am to 6 pm central time. I called the CS on the next day to solve my issue, after fighting with the automated customer service phone lines for about ten minutes,
I was finally able to talk to an agent. He created a new account to solve the problem and told me that this account will be active on Dec 18th. I waited until Dec 18th still the modem's DSL light was flashing RED.
I called customer service again on Dec 19th,
this time again the rep created yet another account and said the new accout will be active on Dec 20th. Still the issue is not resolved so I called again tech support, this time the tech support person run some diagnostic tests and told me
that he can not do anything unless I get solid green DSL light in the modem. He told me that I should talk to provision department, I have no clue what is that department and what would they do.
I called again the next day because they work only in the normal work hours; no 24/7 support. I called the customer service again on the next day with my plea for solving my issue,
but the same story repeated again, I got one more new account and this time she told me that the previous accounts are cancelled and this is the new account and this will be activated on Dec 23rd.
I waited until Dec 23 but no use. Couple of times I spoke to supervisors also.
I am having four accounts now. But the problem is not solved yet. Finally I was told that some one from line maintenance to verify and activate my account.
I am supposed to work from home but could not do it due to this issue. Borrowed internet connection from my neighbor for couple of days and took personal day off for couple of days.
Every time I called AT&T's frustrating customer service automated voice directing phone lines, minimum half hr is wasted.
Now, I decided to cancel all my accounts and move away from AT&T. What a worst nightmare and bitter experience.
12-22-2012 03:45:42 PM
12-24-2012 07:55:47 AM
I sent you a private message and have informed my DSL about this.
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