wyndryder's profile

Tutor

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9 Messages

Mon, Apr 6, 2015 2:32 PM

Service disruptions

I had major service disruptions twice on April 2. Since I telecommute these were more than just inconveniences or annoyances as they both cut me off of conference calls and webcasts at the time of the disruption. I could not even log the problem throughout the course of the entire day because the customer service line said (and I am paraphrasing here) "...we are experiencing an unusually heavy call volume...please go to our site or call again at a later time..." and that repeated until closing.

 

I'm creating this thread because I think it is time that AT&T look at giving us credit for documented (even after the fact such as in this case) disruptions and outages of service and I would like to see if others here feel the same way.

Contributor

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1 Message

7年前

my service for my u-verse is not working i was told it fell off line i will need a tech to come and rehook it up. i got my u-verse on the 28 of march and have not been able to use it at all sense it was hooked up. so if you could please send someone out to fix it i would really love that . thank you  i live at [edited for privacy – please do not post personal information]

Contributor

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2 Messages

7年前

Beware:  If you call AT&T to order or change anything on your account!

 

I called to renew my U Verse bundle on Wednesday 4/1, because it was due to expire on 4/2.  Without explaining further, I was told that someone had to come out and add something to the outside of our house in order to continue to get service.  I did not understand this and asked for clarity.  No clarity was given.  about 6pm on Wed we lost internet, TV and phone service.  We did not get service until Friday at 3:30.

 

A long story made short - after 12 hours and 30 minutes on the phone - with (I lost count of how many AT&T employees) here is what I found out.

 

Our original service was deceptively cancelled, and new fiber service was ordered - we just had fiber lines run in our neighborhood - I was not told about this, I did not agree to this,  it was not explained that fees would be much higher, my old UVERSE package was stopped, and it was like pulling teeth to just get my old service turned back on.   One person on Thursday afternoon told me that this was all due to a service outage in our area.  This was a lie because two of our neighbors still had their service in use while I was talking to AT&T.  I checked via text message.   One in our home works from home and requires internet, another is in sales and spent over 12 hours on the phone over 3 days.  How do you add up how much that cost us.  We are looking at Surewest/Consolidated packages to start up with them.

 

Finally, on Monday, 4/6/15 we are told that the Uverse bundle is no longer available.  We will be paying $6 more per month, losing U450 going to U200 while we are cancelling our home phone service.  So after all this, we are paying more and getting less!  Sounds like a deal to me!

Tutor

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9 Messages

7年前

Residential

Tutor

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9 Messages

7年前

Section D of the AT&T Terms And Conditions:

 

d. Service/Site Changes. AT&T reserves the right to modify or discontinue the Service or Site (including rates and charges), temporarily or permanently. If AT&T makes a change that would have a material impact on your Service, AT&T will give you  notice. The terms and conditions for temporary changes, if any, will be included in the notice and incorporated by reference into this Agreement at: www.att.com/temporaryterms. Your continued subscription to the Service after the effective date of the change constitutes your acceptance of the changes and the associated terms and conditions. In lieu of notice and website posting, AT&T may instead, at its sole discretion, require customers to enter into an agreement with AT&T regarding temporary material changes.

 

So, every time I have seen an AT&T truck/van in the past 10-15 years it has almost resulted in 100% a service disruption or outage and never once have I ever received a notice. Just saying here that knowing about it would mitigate the problem and make us feel alot better when it happens because we will know.

Contributor

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2 Messages

7年前

not only no notice, out right lied to me in person on the phone!
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