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K

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7 Messages

Thursday, September 16th, 2021 10:05 PM

Closed

How AT&T treats a 30+ year customer PT 1

These are my notes regarding my request to add a digital phone to my home internet 50 service on August 11th. And how at the end of a 30 day battle I am expected to pay $58/month for Internet 25 when prior to August 11th I paid $38 for Internet 50. This is the story of a corporate giant (badly managed and deeply in debt) breaking its contract with a private individual. This story isn't over yet, but I requested the termination of the service today (Sept. 16, 2021), and following four phone calls and even more of my time, I finally succeeded in placing the order for the termination. To add insult to injury, despite the despicable treatment I've received from customer "service" people that don't follow through, who don't return calls, who don't actually make the changes they agree to make, who don't seem to really have a grasp on how anything works at AT&T, despite all that, I get the pleasure of paying for the internet through the end of the billing cycle. After 30 years I'm elated to be cutting the cord with AT&T.

August 11, 2021

  • Called 866-446-4115 and spoke to Patricia
  • Requested VOIP line on unlimited North America plan @ $34.99
  • In order to keep my old phone number they would have to set it up as a traditional landline first then I would call to have it ported over to VOIP
  • Passed me on Aaron in Atlanta.
  • Call direct number: 866-508-8292 (discovered this number not in service)
  • Aaron said they would have to do a credit check – I objected to providing my social security number and gave him my driver’s license number. Aaron couldn’t tell me why after being with AT&T for over 30 years, they needed to do a credit check.
  • No costs other than the plan were quoted on these calls.
  • No technician would need to come to the house
  • Phone should be ready between 8:00am – 5:00 pm on 8/13/21

 

August 13

  • 3:00 pm. Technician arrived with no warning
  • The number he was given to notify me was the number he came to install
  • He seemed unsure of what he was here to do
  • Didn’t check that the line was working correctly

 

August 14

  • Called to port line over. Order hadn’t been processed yet per ???

 

August 18

  • Called to have the line ported over
  • 10:08 am (not sure what number I called) spoke to Valerie
  • Some unidentified problem was not allowing them to port the traditional line
  • Valerie passed me over to Letice(?).
  • Letice? said the line couldn’t be ported over but she would work on it and follow up
  • 10:17 am – Letice called “still working on it”
  • 1:33 pm – Letice called, “still working on it”, need to temporarily reduce internet to 25/5 to port the phone over then will restore to 50/10. You don’t want 25/5 it’s crappy.

 

August 19

  • 3:48 pm – Letice called. Still working on it. “Give them a week, she’ll call me” next Wednesday 8/25

 

August 26 (1:24 pm, 34 minutes)

  • Letice never called back
  • No call back from AT&T
  • I noticed the phone light was lit on modem so I plugged in the phone to test
  • Dial tone, but couldn’t call out – phone needs to be activated
  • Tried to activate and recorded voice said “I’m having trouble with your request”
  • 1:24 pm called the customer service number from the recording and spoke to Shelly. At some point, after talking to someone remotely, she said the phone was activated, then suddenly said they were evacuating (Tulsa) and she had to go.
  • Call ended @ 2:00pm.

 

August 27 (5:57 - 37 minutes, 7:45 - 11 minutes)

  • Didn’t get the person’s name (Indian accent) but he was working on it for about 30 minutes and while I was on an extended hold the phone started ringing on the other end
  • I brought up the issues with the internet slowing from 50/10 to 25/5
  • Floyd picked up and wanted to start from the beginning “How can I help you”
  • 6:35 – I said they need to fix this and call me back and I hung up
  • When I try to call out the recording says I need to active the phone
  • When I call the activation number it says this phone is already activated
  • 6:45 – Floyd called on land line “can’t access my account, I should talk to customer care”
  • Heidi came on the line. She can’t answer by questions – system is down. I should call back in 2 or 3 hours.
  • 7:46 – I called customer service, recording, I told them “if you can’t fix this, cancel service”
  • 7:50 – Cecelia called. System is down. I asked her to call me back when the system is running. She said she’s not allowed to do call backs. I asked for a supervisor.
  • Oscar: can’t fix and CAN’T CALL BACK. NOT ALLOWED TO HAVE PENCIL AND PAPER
  • I should call back in 24 hours
  • System is being upgraded

 

August 28 (12:24pm – 3:25pm – 3 hours, 1 minute)

  • Called the number I was told to call by the recording when I couldn’t activate the landline
  • Mohammed said I had reached the wireless department and he couldn’t help me. Transferred me to Gloria (don’t know what department)
  • Gloria said they had to reduce the internet speed to bundle with the digital phone. She could not say if that was a billing issue or a technical issue.
  • Gloria repeated that the maximum speed I could have is 25/5
  • Gloria tried to get a supervisor – after holding 10 minutes she advised me that the supervisor was at lunch. The manager will call back (did not happen).
  • Having reached a dead end I asked to talk to tech support at 855-920-0146
  • 1:15 Switching to tech department
  • Rose in tech department said “we can bundle faster speed that 25/5 with digital phone” and she mentioned some really fast internet speed
  • Did some trouble shooting, rebooted modem, etc. She said there was a line quality issue
  • Rose said they will fix the problem
  • 1:57 Rose will call me back
  • 2:18 Rose said there was box on a terms and conditions that I never agreed to and that was the problem. I told her I was never sent anything to agree to.
  • Rose will check to see if there is another option
  • 3:02 Rose called back. We tested the landline and it worked
  • She looked at notes from 8/11 and mentioned that the person (I’m guessing Letice?) noted there was a bandwidth error and that’s probably why she didn’t call me back
  • Rose will have her supervisor call me back. Her supervisor’s name is Anna.
  • Supervisor never called back

PT 2 to Follow

New Member

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7 Messages

2 years ago

PT 2

 

August 30, 2021

  • 9:35 - Kayla (Mikkayla) called to conduct a survey
  • I confirmed she was with AT&T
  • I gave her the short version and she said she would look into and call me back
  • 10:45 Kayla called back. Bad news. The “loop” in my area can no longer support 50/10. It would have had to change to 25 anyway, even if I didn’t order the digital phone. And giving up the digital phone will not make any difference. They can’t restore the higher bandwidth.
  • Called customer service. New monthly bill will be $282.99 for half the internet speed. (Old monthly was $184. With landline that would be $218 for half the speed. (overall increase of $34 not including the landline)

 

August 30, 2021

  • 5:12pm - Mario. (a supervisor)
  • History
    • Was talking to Davis on 8/18 and another person with an “L” name
    • Team lead called and tried to resolve issue
  • Doesn’t sound sensible to Mario.
  • 5:22 Mario put me on a music hold.
  • 5:25 Mario just checked in – working on it.
  • 5:32 Talking to one of the specialized agents to get it resolved. If it gets out of hand he will let me know what we can do as far as cancelling the “whole thing”. Meaning digital phone and internet.
  • Mario said that the specialist said it shouldn’t lower my speed to add a digital phone. I added that until recently I had two VOIP phone lines and Internet 50 and it all worked just fine.
  • 5:44 Bearing not good news. It cannot be done restoring Internet 50.
  • Internet 25 for a lower price,
  • 5:52 Aylene from Loyalty Department will take over from here.
  • 5:53 I had to explain a lot to Aylene.
  • 6:05 Aylene put me on hold
  • 6:18 Because I made the change it took me off the plan
  • Can offer $3 less for the plan – My plan isn’t available
  • 6:21 I requested to speak to a supervisor. Aylene said the Supervisor was on another call. I said I would wait. She said she’d see what she could do.
  • 6:25 suggested the Supervisor will call me back. I told her I’ve had about four representatives say they were going to call me back and they did not.
  • 6:36 – Sixto came on the line
    • Double checking the rate to see what he can do
    • $55 is the best he can do on the rate. One time credit $100.
    • No contract
    • Thank you for the feedback – they pass on the feedback. Use it to prevent this happening.
  • 6:48 call ended.

 

September 1, 2021

  • 3:48 PM – Josh in Customer Loyalty answered (I had told the recorded voice that I want to cancel the digital phone)
  • Will back date bill to not to charge for any of the digital phone
  • Digital phone disconnected as of today
  • The bill will post after September 5
  • Digital phone line was disconnected immediately

 

September 10, 2021

  • Received bill
    • $49.39 for digital phone – Josh said there would be no charge
    • Sixto said Internet charge would be $55 as an accommodation, bill shows it to be $58.
  • 9:49 requested call back from customer service. (Should happen between 24 and 29 minutes. There was no tone to record my name.
  • 10:08 received call back, said I was there, “Ok, I’ll transfer you”, phone went to busy signal
  • 10:00 called again, should receive a call back between 15 and 19 minutes
  • 10:23 received call back. Brian. Requested an appointment at the office. Said the office is open and they will speak to someone.
  • Trixy – I read her the notes.
    • It is not noted that the Internet would be reduced to $55 - $58
    • Will give me the $100 credit – has been applied
    • Will removed 49.39 – was able to give me this credit
    • I should pay $21.58 on the September 25th bill
    • Credits will appear on the October bill but okay to pay the reduced amount
    • Trixy passed me on to Babe to discuss the landline bill
    • Credits will appear on the October bill but okay to pay the reduced amount

 

LANDLINE (still 9/10/21)

  • 1:17 Talked to Babe about the landline charge
    • She can only adjust 43.15 (monthly services with tax)
    • I said I would like them to “pull the phone call” with Patricia when I agreed to the connection fee.
    • After every order a confirmation letter is sent out (I don’t have that letter.)
    • She attempted to get an okay on reducing the entire amount but no one was answering her.
    • $52.37 – the amount I should pay for the Service Connection ($49 + tax)
    • $39.78 – can call the automated billing system to see if it’s cleared.

 

September 16, 2021 9:06am

  • Called customer service to have internet service terminated
  • Went through several automated responses
  • Could not do this online – “for that you have to talk to customer service”
  • Judy – all their systems are down – “could I call back in a couple of hours”
  • Call ended at 9:14
  • 9:24 – Sharon
    • Her system crashed
    • “That’s crazy that that happened”
    • None of the systems will allow her to cancel the plan
    • She will call me back when the systems are back up or when she’s back from lunch in 1-1/2 hours
    • 9:38 call terminated
  • 2:07 – 27 minutes
    • Recording says I have a pending service order, sent a link but I need to know the order number
    • Customer service came on the line, Jordan.
    • “They want us to try and check to see if our systems are up”
    • Standing by while she tries to get her system to work
    • Not able to cancel the pending order, but she will put me down for a call back
    • Schedule you for a call back
    • Transferred to a different department to see if their systems are working
    • 2:18PM – Marvin. Told him I’m trying to terminate my intern
    • Take the modem and power cord to any FedEx or UPS. They will pack it and give me a receipt. Include the account number. 120914432. Hang on to the receipt.
    • Service Order Number: 6589999051.
    • Equipment must be returned within 21 days of disconnection date.
    • Call ended at 2:30 PM

 

ACE - Expert

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23.7K Messages

2 years ago

Too long to read in detail. File a complaint with the BBB and/or the FCC. This is a public, customer to customer forum only. It is not AT&T Support so all we can do is offer advice. Support rarely if ever reads these forums or responds. As far as paying for your service thru the end of the billing cycle, that's stated in your TOS.

New Member

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7 Messages

2 years ago

To OttoPylot

I am aware that this is a public, customer forum. I'm also aware that people conditioned to a very short attention span will not read this in detail. And frankly, I don't care. I'm also aware of my legal options. And you know what? I know what the TOS says about paying through the billing cycle. I was neither expecting advice nor did I have the slightest expectation that AT&T Support would ever read this. I'm unsure why you bothered to weigh in at all. But if editorializing is what you enjoy, have at it.

Expert

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19K Messages

2 years ago

Yet you posted obviously seeking a response                                                                      
                                                               

(edited)

New Member

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7 Messages

2 years ago

Obvious to whom? Seeking a response from whom? You have absolutely no idea what my intention in posting was. None. Clearly this "community" forum is as useless as AT&T. No sense of community, like AT&T has no sense of customer service. With a couple of ACEs making unsolicited, uninformed and meaningless comments. My guess is that this forum is less about community (a feeling of fellowship with others, as a result of sharing common attitudes, interests, and goals) and more about those in society whose pleasure it is to criticize and mock sarcastically. Carry on ACE!

Expert

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19K Messages

2 years ago

Since the OP wishes no comments to their topic I'll close to further posting to accommodate them.  You can escalate to an executive if you wish by filling out this form

ACE - Expert

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64.7K Messages

2 years ago

Thread re-opened. Regardless of OP’s intent in posting here and unkind responses to those who did respond, closing the thread was not justified.

ACE - Expert

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23.7K Messages

2 years ago

@kalee44_pacbell If you didn't want a response then why did you post? If all you wanted to do was vent your frustrations then you have done so.

New Member

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7 Messages

2 years ago

Odd--I need a reason to post on this forum? I need to provide you with a rationale for posting?  And to be correct, it was Spoom2 that said I didn't want comments, not I. And Spoom2 shutting down the discussion for the contrived excuse that, "OP wishes no comments to their topic" was as inappropriate (as well as revealing) as their comment. This was not, as they incorrectly stated, "accommodating" me.

It may be that I came here to commune with like-minded people, possibly someone with a similar experience, possibly someone willing to understand the situation (maybe even read enough to get an idea of the circumstances), and geez, maybe ask a productive question or two leading to a fuller understanding. Maybe I'd even hear that someone had success taking a particular course of action that I hadn't. That's the definition of community. And that's been my experience on other forums on interests like audio, or kayaking, or photography. Or maybe I came here simply to vent. Is that against the rules? My intentions are known to me--and are irrelevant in this context.

In any case I didn't ask for advice. I didn't come here to be criticized by you or anyone else simply for sharing my story. And yet, your response and the pile-on from Spoom2 were exactly that. If you didn't like my post, or as you said, even read it, there was no need for you to comment at all. And yet something compelled you to jump right on it.

It's clear enough with this brief back and forth that I'm in the wrong place.

You all have fun!

 

ACE - Expert

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23.7K Messages

2 years ago

File a complaint with the BBB was the suggestion. That goes directly to AT&T and they do respond to those complaints directly. That's all we, as a community of users, can do.

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