Get superfast AT&T Fiber internet
yongjaewon's profile

Tutor

 • 

1 Message

Tue, Jan 31, 2017 4:10 AM

Fiber (GigaPower 1000) bill way too high. Price at sign up not honored.

When I signed up for AT&T Fiber 1Gbps internet through att.com, I was shown that the internet would be $70 plus taxes and fees, that the $99 installtion fee would be waived, and that the $7 equipment fee would be waived. The website said that the $70 rate was guaranteed for 2 years with 2 year contract and I could cancel after 1 year without paying ETF. The equipment fee waiver was supposed on be on an "ongoing basis" meaning continuously, not just the first few months. In the order summary page before checking out, I was shown that my first bill would be $70 and that the 2nd & thereafter bills would also be $70. Considering the taxes and fees, I was expecting the bill to be around $80. Well, I got my first bill and they did not keep anything that they promised. The internet rate is $99 plus taxes and fees, they charged be $99 installtion fee, and they are charging me the equipment fee. So my bill wound up being $208.96.

 

Still having faith in AT&T to not be a complete crook that would pull the most blatant bait and switch scam I've ever experienced, I contacted them. First, I tried the online chat since it was late at night. The guy doesn't even understand what I am saying and answers the wrong questions. Then once I finally got him to somewhat understand what I am saying, he says that it is the normal rate and that there's no note of waivers. I got angry and started telling him how this was a complete scam. Not long after that, the guy makes a supervisor call me. So I talked to the supervisor and he said that there was some technical glitch and that he would manually apply the promotion. He puts me on hold for like 1 minute and when he comes back he says that he applied the promotion and that my bill would be corrected within 2-3 business days. He told me that the website will display the updated rate. Well, I waited 5 business days and my bill was still $208.96 on the website. So I called AT&T on the phone during their normal business hours. I explained my situation to the guy and he says in a curious tone that "oh that's weird, you are the second person today with this same issue" I called at ~10 am. The fact that there was someone else before me that early with the same issue tells me there are many people out there with this same issue as me. Anyway, he says that he will transfer me to some other department so I'm on hold waiting to be transferred and I get disconnected. Did he hang up? I don't know. So I call them again and I talk to a lady this time. She says that what I am paying is the normal rate and that she does not see any promotions. She says that she will submit a ticket to escalations and that they would get back to me within 48 business hours. It has been 3 business days since the last call and I have not heard back from them. I feel very angry that they tricked me like this. If this is not a "technical glitch" and they are doing this to many people like the evidence suggests, I will upload this to every social media outlet, file a complaint with the BBB and sue AT&T for fraud. Someone from AT&T contact me and fix this now!

 

ATTHelp

Community Support

 • 

192K Messages

5 y ago

Hello @yongjaewon

We saw your post and will be glad to help. Please send us a detailed message by clicking here. Be sure to include:

 

  • Name
  • Account number
  • Phone number and the best time to reach you

 

We will get back to you as soon as possible. In the meantime, let us know if you have any other questions or concerns!

 

-ATTU-verseCare

Tutor

 • 

6 Messages

5 y ago

Did they ever resolve your issue? I'm thinking twice about switching to ATT Fiber. I guess if its not broke don't mess with it.

Contributor

 • 

1 Message

4 y ago

Well, i'm really glad to hear this. AT&T just ran fiber into my neighborhood and they sent a promotional letter that says the following: Internet 1000 $70/mo plus taxes with 12 mo agreement, $99 installation fee waived, future monthly bills $70/mo, as shown below.

The letter is signed by "Dana"  with AT&T Entertainment Group, but she didn't include her last name for some reason, and didn't give an extension to the 877 number

 

I will avoid this like the plague hearing about your unfortunate dealings with AT&T. I agree, you should really get this out there, so other people don't risk having the same unpleasant experience. 

 

First bill1 *$70.00
Your starting price$70.00
MONTHLY PROMOTIONAL DISCOUNTS & ADJUSTMENTS

$10 off with bundle

-$10.00

Months 2 and later*$70.00
Your starting price$70.00
MONTHLY PROMOTIONAL DISCOUNTS & ADJUSTMENTS

$10 off with bundle

-$10.00

Note:Charges are based on the current non-discounted prices for TV, Internet and/or digital phone services, and such prices are subject to change at any time. At the end of any promotional periods, then-prevailing rates for the services will apply. Please refer to your monthly bills for additional information about charges, discounts, and fees specific to your account.

Contributor

 • 

1 Message

3 y ago

I'm curious to know too, they just ran lines to our street, and I got the same adverts. 

 

What kind of fees and Texas are. They adding?

 

 And did you get your issues resolved? 

Contributor

 • 

1 Message

3 y ago

Yes I'd like to know if your issue got resolved, I got this today and I'm looking fwd to paying 70/month and I have the  same promotion

New Member

 • 

1 Message

1 y ago

I had a rate of $100 per month for Giga. When I removed Directv the rate went up to $120. I was not notified of this change. New customers are being offered $60 

Calling ATT is challenging. Talk to a rep in India for an hour, tries to transfer me, and call gets dropped. 

Not happy with ATT at all.

dave006

Scholar

 • 

3K Messages

1 y ago

Don't talk to a tier 1 phone rep about pricing. Call 1-800-288-2020 and at the VRU prompt say "Cancel Service" your call will be routed to a US based retention specialist to discuss why you are calling.

You don't have to actually cancel. Just discuss the pricing differences between $120 vs new customer pricing and that you are sensitive to the pricing.

Your price change was a result of you breaking a bundle offering.

If you happen to live in select MDU developments pricing adjustments may be limited do the to agreement with the MDU owner / management company.

Dave

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.