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ccapko's profile

New Member

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2 Messages

Sunday, April 23rd, 2023 8:11 PM

Why did AT&T tell me I needed to 'upgrade my equipment' when I never requested it?

AT&T called me and said that they needed to send a tech out to replace my modem. I asked why. The customer service rep simply stated, "Sometimes we just need to upgrade the equipment so our customers have the latest equipment." I said OK and asked if it would be changing anything about my plan. The rep said it would not. I thought they were just doing some sort of standard 'equipment upgrade' and agreed to have the tech come out.

When the tech came, I asked him why the equipment was being changed out and stated that I was not the one to initiate the request to upgrade to my equipment, and that the CS rep told me I had to have it done.

I was dismayed to hear him tell me that it was not unusual for AT&T to push customers into paying more by not being explicit about what the 'upgraded to equipment' entailed.

He said that I should check my bill to make sure the price doesn't increase, because he said the order was to switch my account to a 2G fiber account, which I cannot even use and would have never asked for in the first place!

Sure enough, the monthly bill has now increased from ~$130 to $280. I spoke to a CS rep and told him my predicament. He said they would need to send out another tech to revert to the original equipment I had.

When I asked if I would have my old monthly bill back, he told me that the best he could do was bring it to ~$150 and "throw in a battery backup". I told him I just wanted it to return to my original rate and he said he couldn't do that.

I am incredibly frustrated and feel slighted by AT&T. Thankfully the tech was honest about the way AT&T conducts shady business practices. 

ACE - Expert

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35.5K Messages

1 year ago

AT&T has had reps calling out in areas where they want to get rid of VDSL2/ADSL2+ (copper fed) customers  and tell them that they're calling to offer them upgraded equipment at no additional cost.  However, in my experience, you have to fight to make sure you actually get the "no additional cost".  In your case, the SALES PERSON omitted even more information in his call to you.  Grr.

I would open either a complaint with the FCC or the BBB; they both have online complain forms, but only one is necessary.  That should get you a call within a couple of days from the their customer service escalation group.  They are empowered to make account changes that most CSRs cannot.  They should be able to get you back near where you were before the change.

(edited)

ACE - Professor

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5.6K Messages

1 year ago

When the plan change question was asked, I see a problem because moving to 2GB service is clearly a plan change.  I find this practice suspect based on reading the OP.  The forum can’t help here other than the suggestion already made.  Appreciate making us aware of the new practice. 

New Member

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2 Messages

1 year ago

Thank you both for your thoughtful replies. I’ll move forward with filing a formal complaint. Take care!

Former Employee

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22.4K Messages

1 year ago

While it is true ATT is upgrading copper customers to fiber where available, fiber has (5) different internet plans. The lowest cost is internet 300 at $60 per month, followed by internet 500 $70, internet 1000, internet 2000 and internet 5000.

There is no $99 installation charge for the upgrade, if change your internet plan to 300 should be close to what your were paying before. 

For your bill to have been $130 you have more than just internet, is it tv service, home phone, or both?

ACE - Expert

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35.5K Messages

1 year ago

Internet 2000 does run over $100/month.  My guess is that the sales person calling can probably discount 300 to the previous VDSL/ADSL price, but gets little to no commission for doing so.  But he gets an commission for upgrading to a higher tier, so he either (a) suggests it to the customer during the call to see if he can get a bite on more speed, or (b) just adds the higher tier without telling the customer anything, and never mentions in any case that the higher tier he's being given isn't covered under the "no additional cost" proposal.

(edited)

ACE - Professor

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5.6K Messages

1 year ago

It's despicable regardless.  There are going to be people that don't care about the tech at all and probably won't take advantage of it.  Instead, they get taken advantage of. 

ACE - Expert

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35.5K Messages

1 year ago

It's despicable regardless. 

Agreed.  It looks like another case of them not watching over the sales agents properly.  I'm not sure if these guys are AT&T employees or work for a contract outside sales organization.  But I got this call and had a similar issue.  The OotP sorted it out and corrected the situation.

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