Uverse Internet Billing Issues - Last chance

Davidddd328 · ‎01-17-2012

I had ATT DSL for a few years at my prior residence. I moved to a new house recently and was told that DSL service is unavailable at the new address but I could get Uverse Internet. I cancelled the DSL at the old address. I signed up for Uverse at the new address with a promotion and was told that the promo price would not take effect until the second or third billing cycle but I would still get the full 12 months of promo pricing.

Bill 1 is incorrect, No big deal - it should fix itself.

.. 2 billing cycles later..

The bill is STILL incorrect. I called ATT to get things fixed and after another hour on the phone I am told that things are good to go.

.. another billing cycle goes by..

I receive one bill that shows a credit and another that shows $90 outstanding balance with a shutoff notice. I called ATT again. It turns out they signed me up for DSL service AND Uverse internet to the residential address under my name. Even though DSL was unavailable per ATT. After another hour or so on the phone we get things fixed and I am told everything is good to go. I explicitly ask what my next bill will look like and ATT says it will be correct. We shut off my DSL.. Somehow they need my permission to cancel it but not to start the service??? ?!

.. another billing cycle goes by..

Bill is still incorrect. I call ATT again and am told that she sees what happened and she can not fix it. The person who signed me up did not have a promo available for me and should not have told me I would get it later. She told me to NEVER agree to that. If the promo is in their system, it is there NOW.. not next month. She was the most helpful and says sorry and gives me the phone number to ATT retention. She says it can not be fixed and that I will probably have to cancel and start new service. She also says I will probably have to argue the current charges with them………….

So, I have the number and am planning on calling them soon to cancel my service unless some magic bill fixing can happen here. HELP.

The actual internet service is great. I have had this Uverse Internet for about 4 months now

texasguy37 · ‎05-18-2009

Send a PM to Alex who is an AT&T Community Manager on this forum.

sfsolar · ‎01-02-2012

Plenty of us here are reporting the same issue. AT&T has no control over the billing for whatever reason. I've wasted countless hours calling customer service to get the charges corrected. They are corrected for the current bill but future bills continue to be incorrect/overcharged.

snchen · ‎12-30-2011

I have the same problem from the first month to now (the 5th month).I called them for all mistaking billing each billing cycle in the past four billing cycles. Last time I called them, I was told my problem fixed. But the service fee 19.95 did not show nowhere in the bill but $24.95. The operator told me this $24.95 is promotion price for $19.95 which added tax. When I asked for the detailed charged of taxes, she couldn't sent me the detailed bill. How Wired!

This month bill came in. It showed full charge $38.00 (AT&T U-verse Internet Pro 38.00). I'm wondering how difficult to get the problem fix at AT&T! I don't know how long will it take.

May be when the promotion is over, we will be told there is no promotion any more when we call in.

And they could keep the full price without guilty.

It seems this kind of thing is already happening.

Read this on my bill:

AT&T HIGH SPEED INTERNET PRO
If your monthly price for High-Speed Internet Pro is $35,
it will increase to $38

But my internet pro is $19.95 when got contract!!!

How disgust about this and How honest compant it is!!!!

Does anybody know any better company in Chicago area provide internet service?

texasguy37 · ‎05-18-2009

snchen wrote:

I have the same problem from the first month to now (the 5th month).I called them for all mistaking billing each billing cycle in the past four billing cycles. Last time I called them, I was told my problem fixed. But the service fee 19.95 did not show nowhere in the bill but $24.95. The operator told me this $24.95 is promotion price for $19.95 which added tax. When I asked for the detailed charged of taxes, she couldn't sent me the detailed bill. How Wired!

This month bill came in. It showed full charge $38.00 (AT&T U-verse Internet Pro 38.00). I'm wondering how difficult to get the problem fix at AT&T! I don't know how long will it take.

May be when the promotion is over, we will be told there is no promotion any more when we call in.

And they could keep the full price without guilty.

It seems this kind of thing is already happening.

Read this on my bill:

AT&T HIGH SPEED INTERNET PRO
If your monthly price for High-Speed Internet Pro is $35,
it will increase to $38

But my internet pro is $19.95 when got contract!!!

How disgust about this and How honest compant it is!!!!

Does anybody know any better company in Chicago area provide internet service?

Did you send a PM to AT&T as suggested?

http://forums.att.com/t5/Billing/Promotion-scam/m-p/3011545#M10964

dhascall · ‎04-21-2008

snchen wrote:
I have the same problem from the first month to now (the 5th month).I called them for all mistaking billing each billing cycle in the past four billing cycles. Last time I called them, I was told my problem fixed. But the service fee 19.95 did not show nowhere in the bill but $24.95. The operator told me this $24.95 is promotion price for $19.95 which added tax. When I asked for the detailed charged of taxes, she couldn't sent me the detailed bill. How Wired!
This month bill came in. It showed full charge $38.00 (AT&T U-verse Internet Pro 38.00). I'm wondering how difficult to get the problem fix at AT&T! I don't know how long will it take.
May be when the promotion is over, we will be told there is no promotion any more when we call in.
And they could keep the full price without guilty.
It seems this kind of thing is already happening.
Read this on my bill:

AT&T HIGH SPEED INTERNET PRO
If your monthly price for High-Speed Internet Pro is $35,
it will increase to $38

But my internet pro is $19.95 when got contract!!!
How disgust about this and How honest compant it is!!!!

Does anybody know any better company in Chicago area provide internet service?

I'm sure that you meant wierd and not wired, lol.

At any rate, about promotion rates and taxes / surcharges and fees. I have always heard "taxes, fees are extra" and I understand that. I also felt that CSR's and sales folk do not know what taxes and surcharges for each community.

I now am now of the opinion that at least the CSR's should be able to divulge that info. It has to be somewhere in the bowels of AT&T's computer system as the bills that you are sent each month have that info. I would not think that it would be too hard to build that functionality into the system, as a what-if tool.

In the past, I always thought that would be impossible but look what Expedia, Priceline, Orbitz and such are going through - they are now being required to post prices for flights inclusive of all taxes. That means knowing all airport taxes, fees and such for each leg. Not impossible since at the checkout page they are added in. I can see where folks signing up, upgrading and so on would need to know this, to see if they can afford it.