If you went on a 12 month contract then yes there is an early termination fee.  That's part of getting the discounted rate.  They gave you that rate knowing they had your service for that entire year.  If you choose to terminate early then the fee is imposed.

 

Sorry but that's the way it is when your in a contract.  

Thanks for replying BeeBee SA.

I understand NOW that they imply that, but shouldn't they have to tell me this, especially since all this happens over the phone, where there is no way for me to understand al lthe hidden fees? 

Yes, they should have explained to you when you signed up for the 12-month service agreement (same as contract) for the discounted TV rate for a year there is an ETF for canceling service. There used to be a 30-day grace period where you could cancel within this time period but not sure if that holds true w/a service agreement.

 

Have you already canceled your service and it's unclear if you have high-speed internet service too? If you haven't already canceled your service you can log into your account and see the specific details of charges/services.

 

https://www.att.com/olam/passthroughAction.myworld?actionType=Manage

 

As with any other internet/TV provider it's always best to check the details, which may include an ETF, before signing up. Sorry for your problems.

 

I will wait now for superviser call I guess and will update here with resolution. I hope we can resolve it, I still hold Internet service.

You may be waiting a while for a supervisor to call you back and often this never happens. If you don't hear from them in 1-2 days I'd be calling them back and ask to be escalated to a billing supervisor. The Tier 1 rep won't want to jump you up the ladder and just tell them you've already talked to Tier 1 which can't solve your problems. With every rep you talk to write down the time/date, ask for a case number, and ask for the reps first name (w/spelling). Also ask for the reps ID # at the end of the call which they're required to give when asked. This will add a lot of credibility to your next call, if necessary, if you can give them this info.

 

Since you still have U-verse internet believe I'd be logging into your account to see what exactly is going on so you're prepared for a phone rep conversation. Was your HSI service bundled w/your TV service? At least you aren't canceling all your UV services which may help your cause. Good luck!

If you don't get a call back from a supervisor (won't happen I'm sure) I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.  This group will be able to help.

Great advice, will follow it up.

Thanks for such a valuable information guys.

Some update, no one called me yet, so I've called again to ask for escalation.

The lady on the phone asked me for the matter and told me that since I keep internet there will be no termination fee.

I was happy it resolved, but then few minutes later, she asked to wait on the phone and came back with another answer.

She is sorry but looks like since January 1-st there were some changes and holding Internet isn't qualify for termination fee...

So within 5 min she changed her mind....

I am again waiting for a call from supervisor...

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pevgeny wrote:

Some update, no one called me yet, so I've called again to ask for escalation.

The lady on the phone asked me for the matter and told me that since I keep internet there will be no termination fee.

I was happy it resolved, but then few minutes later, she asked to wait on the phone and came back with another answer.

She is sorry but looks like since January 1-st there were some changes and holding Internet isn't qualify for termination fee...

So within 5 min she changed her mind....

I am again waiting for a call from supervisor...

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If you sent a PM to  AT&TCustomerCare they will reply to you via PM as well.  Watch for the blinking blue envelope next to the Sign Out button on the forum page for messge notification.  Customer Care is an escalation team  who can help you.

Thanks RCSMG,
Sent them yesterday.

Update:

Got a phone call from retention supervisor.

She said the termination fee will apply and my internet rate will go to 48$ for 12 Mbps.... as it's now not part of the bundle.

And they have on their website 12 Mbps for 29.95$ for 12 month, what a rip off....!!!!!

 

Why they so hassle me....I hope the Blue Envelope Team can fix this problems and keep me as satisfied customer, rather then one who hates their service....

I am upset now....

Sadly, the high ETF's are becoming the norm across every branch of business these days.

I personally find 99% of them to be laughably high. The so-called "discount" given to consumers is really not that high of a discount when you look at actual costs done by the provider so the ETF is just the corporations way of adding a few bucks to their pocket.

With that said, I am happy with my UVerse TV/Internet

How long does it take Customer Care to respond?

Hey there,

 

I pm'd, will need some info. I look forward to it!

 

Thank you,

Ryan

Thanks Ryan,
I've replied on your PM with what you've asked.
Looking forward

Hi Ryan,

No one yet called me.

Still waiting....

While waiting for Ryan's call, I've called today again and finally got some manager who was ready to help.

I've returned the equipment, they agreed to waive the fee.

I was told that my Internet rate now will go up to 48$, because it's not bundle....

On their website it offered for 29.95$ to new customers for 1 year.

I guess old customer is not valuable...

Such a poor business model...

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pevgeny wrote:

While waiting for Ryan's call, I've called today again and finally got some manager who was ready to help.

I've returned the equipment, they agreed to waive the fee.

I was told that my Internet rate now will go up to 48$, because it's not bundle....

On their website it offered for 29.95$ to new customers for 1 year.

I guess old customer is not valuable...

Such a poor business model...

---

New customer rates apply for any provider.  Bundled discounts apply as well. Since you are no longer in a bundle your rate will go up. 

Well, you are right about new customers privilege, but can't they match it for an old customer?

48$ is a lot for 12 Mbps, Comcast offers in my area -20 MBps -29.99$ for Internet only.

 

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pevgeny wrote:

Well, you are right about new customers privilege, but can't they match it for an old customer?

48$ is a lot for 12 Mbps, Comcast offers in my area -20 MBps -29.99$ for Internet only.

 

---

 

Comcast is just like any other provider and the "Comcast Performance Internet Plan 20Mbps/4Mbps" is an introductory offer for new customers only. It's only good for 6 months, maybe 12 months if bundled w/other services, and includes a $7/monthly equipment fee ($84/year). So new customer price is $36.99 plus any surcharges/fees/taxes. I wouldn't doubt you may end up paying near what you do for UV Max 12 once the promo expires. I've also read/seen users post where Comcast CS/TS is a whole lot worse than U-verse service.

 

I completely agree with you where existing customers aren't really offered many incentives, rewards, or price discounts. That's not the name of the game and it's to recruit new customers. It took me 3 years to finally receive another bundled discount as can be read below. And that involved upgrading services and showing them where I was offered a better deal elsewhere.

 

http://forums.att.com/t5/Setup-and-Self-Install/Existing-customer-free-promo-for-upgrading-from-Elit...

 

Unfortunately you don't have a whole lot to bargain with in only having HSI/Max12 service but it never hurts to try by mentioning other provider's lower costs. As you found out some reps are a whole lot more willing to deal than others.

 

Glad you were at least able to have the TV service ETF's waived and returned your equipment. Save that UPS shipping receipt for a couple months to make sure any charges are cleared from your bills. Good luck.

 

Final update:

 

Thanks for all the support to the guys posting here, you rock

 

1) The Tv got disconnected with no termination fee, had to call more than 4 times to get finally a person who was able to help on that, other reps were pretty incompetent and not willing to help

2) Internet went up to 48$/12 Mbps, waited few days and called today, got lucky to get good rep on the 1-st call and get adjusted to 36$ for 1-year

 

The key message:  Keep trying, there is always a person who will help you, just takes time to get to this person....

 

good luck all and have a great week!

 

Great, glad to help, and sounds like you got one heck of a deal!

 

Thanks guys, hope it will help to anyone

Your welcome, glad we could help.  Thank you for posting that your issue got resolved.

AT&T has the worst service ever! Stay away. You've been warned!!!

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DougStafford wrote:
AT&T has the worst service ever! Stay away. You've been warned!!!

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That's a rather bold statement from someone who hasn't even said what issue you are having.  I've had TWC, DIsh and DIrect and AT&T has by far the best service out of all of those.

Direct TV could pay me to have their service and I wouldn't take it.

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oufanindallas wrote:

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DougStafford wrote:
AT&T has the worst service ever! Stay away. You've been warned!!!

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That's a rather bold statement from someone who hasn't even said what issue you are having.  I've had TWC, DIsh and DIrect and AT&T has by far the best service out of all of those.

Direct TV could pay me to have their service and I wouldn't take it.

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Really doubt if the poster is/was even an AT&T/U-verse customer at all and just trying to disrupt things by posting the same thing in 5 different threads.

 

http://forums.att.com/t5/forums/recentpostspage/post-type/message/user-id/2766571

 

yep, I'd agree with you on that.