ojzvbr3940's profile

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Thursday, August 31st, 2017 3:05 PM

Canceling service

This morning I canceled my ATT service, and I going to tell you why. I had a 12 month introductory offer that expired in January, I have been paying $57 a month since then. On August 10 my modem stopped working. Called technical support, which goes to a useless call center in India and all they do is tell you to "unplug it and plug it back in". They said they would mail me a replacement modem and it would arrive in 2 days. It did not. I called to cancel on the 14th or 15th. A nice agent named Andre convinced me to stay by offering me a great deal, 4x faster speed at 2/3 the price (50mbs for $40/mo). Checked the next day with chat support on the modem status. The offer Andre promised was not put in. But Andre made notes on the account. I was told an install tech would have to come out to do the upgrade and the replacement modem would work until the upgrade. The modem did not arrive until the 16th and when I plugged it in it was not working. Contacted chat support on the morning of the 17th, the agent got a tech out that afternoon. The tech said they pushed through the upgraded speed and the modem couldn't handle it. The tech had it reverted back to the normal speed until a tech could come out on August 23, 8am-12. August 23, the tech never showed up. No call, nothing. Contacted chat support and find out at 3:30pm that the appt was canceled and ATT never notified us. Had to fight with the chat agent to get it rescheduled for August 30, 12-4pm. Meanwhile, I receive multiple email order summaries, each one listing a different price. Receive a bill that my bill have gone up to $66.95, all they did was replace a faulty modem and screw up my service, and they want to charge me more?!? August 30, the install tech did not arrive. Find out at 3pm that the dispatch office did not dispatch the tech. Chat support agent then tells me an install tech is not needed, they can upgrade the speed remotely. I told the agent they did that before and the modem couldn't handle it. The agent argues with me that it will and pushes through the new speed. Like expected, the modem now flashes red and the internet is not working. 3 weeks I have been trying to get my internet fixed, twice a tech has failed to show up when scheduled, over 14 interactions with useless agents. I have multiple chat transcripts and chat screenshots verifying everything I have said and I will be looking into legal action. Either your company is completely incompetent or they are doing this on purpose, either way I am taking my business elsewhere. I called the morning of August 31 and canceled service. 3 weeks trying to get my internet fixed and it is still broken, took only 10 minutes to get it canceled. You have lost a customer permanently.  

Contributor

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2 Messages

6 years ago

I had a similar situation in that after being a customer since Mar. 2015, they couldn't offer me anything to compete with Spectrum, so I cancelled.  Now, they are TRYING to charge me an early-termination feel of $45!  I quit in June 2017 - well after spending 2 years with the company!  

 

And, I spent 6 hours over 2 days (and many transfers) on the phone with reps!  Ridiculous!  I'm so much happier with Spectrum!  But, AT&T still thinks I owe them $50 ($45 early Termination/$5 'convenience' fee?  What is that?)

 

 

Contributor

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2 Messages

6 years ago

Why is it so difficult to get something done with AT&T Customer service?  I can't even find a place on the billing statement to contact them re: grievance!  So, I attempted to work through this forum and there is no 'customer service' area to go directly to a rep.

 

 I guess they will continue calling me at 1-800-288-2020 and I'll continue to ignore them!  

 

 

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