Unresolved billing and internet issues
My contract was about to expire at the beginning of August, so I started shopping to see what deals I may be able to get. My internet was decent at around 20Mbps, but we did have intermittent issues. Actually, it got to the point I contact customer service. Their solution was to get me a good deal and upgrade my service.(Mind you, I had a good deal - like $40 into for basic cable, HBO, and 20 internet speed. I only used HBO for 2-3 months max, and the cable TV was used for less than a month...I only bought the bundle deal because it was the best price for internet speed. I came from TWC and was getting 25Mbps.)
So I emphasize that I only need cable and I supposedly get the "Max Turbo" for $50.00 per month and promised the latest and greatest modem to fix my slow intermittent internet. I signed up and the ATT techs arrived a few days later. They did some testing outside my house and noted that I had some line interference. They made it very clear that the issue was on ATT side and that they would send a follow up Tech to repair the line...never happened to my knowledge, but I'll get to that. I spared the ATT Tech from trying to route wire through crawl space and he promised to install the line outside and around my house neat. He got it around my house to my office. I showed him where to drill the hole from the exterior wall into my office (six inches below the window sill plate - to match wall outlet height). Not sure what ruler he used because before I could monitor where a hole was going, he was leaning into the wall on the drill and a hole appeared just above my wood cove base plate, and it was way off center from my window. He did cover the mistake pretty good by making the low hole covered by the lower left of the face plate.
He got done with the outdoor wiring and I took a look at his "professional" work. The wire was sagging from the sofit of my roof about one staple every 6-10 feet with about a 1 drop. That was disappointing and asked if he could button them up to take the droop out. He said he could do that, but I don't like to have to ask people to do their job...I was not too happy about that but I can understand a long and hard days work.
He seemed to be configuring my old modem...when I say old, it was outdated by 3 generations of wireless technology with "G" protocol. Even the guy selling me the service stressed that I should not have this old modem. Anyway, I ask Mr. ATT rep/tech, "Are you setting up my service with that modem? Aren't you going to upgrade my modem?" "No, this one works good." Then I replied, "The man troubleshooting with me on the phone promised that he would get me the latest modem. Can you upgrade my modem, please?" He answered in a peculiar way, "I - Can" as if he was not going to do it. At that point I felt a bit uncomfortable in my own house with this man acting like I was taking his toys away...I forgot to add that before he drilled, he issued a command for me to move a pile of my belongings...In my mind I am thinking who is this guy telling me what to do in my house.? I let it go and tried to not take it personal. Ok, done complaining about the Tech...opps, one more thing...no three more things. I told him I do not need any of my ATT wireless and TV equipment. He said he can take it from me. The appointment was around noon to 2pm but he did not arrive until about 3 pm with his supervisor (nice professional man). I had to be at another commitment at 5:30pm, but the gentleman did not finish until 7:00-7:30pm. He was out doing paperwork in his car when done and I remembered to give him the equipment - I rushed out to give it to him in one of my amazon boxes. I don't know why, but I wanted to keep the box. Of course, he commands - just give me the box. I hesitated and he politely said "if you don't mind". I did mind, but I was also happy to be rid of that equipment that I never used and released my box with ATT equipment. I asked if he had my old modem too and he said yes. I asked for a receipt, acted like I did not need one and said not to worry about it and he would take care of it. That made me uneasy, but hey, he has the ATT shirt on in the ATT truck, so he represents them.
Well, guess what.?. I got a follow up call from a lady asking about my new service. I told her about my experience, and she sounded empathetic and concerned. I thought she may actually be able to help me so I asked some follow up questions myself, like what internet service do I have and what is the status of the technician to check my line and by the way, I gave my equipment back to that technician? And of course she tells me that was not normal procedure and she was surprised to hear he took that the equipment from me. Now that was missing inventory on my account. Again, unsettling knowing that I am caught in the ATT web system (it is worse than you think...read on). They have customers ship it back to ATT. Dang. My original order was not proper and included U-verse TV which I do not use. I explained this clearly to the lady, but she somehow thought that I wanted U-verse TV - Pause - now think, why in the world would I be saying I only want U-verse high speed internet, I don't use the TV or that old wireless tech and I gave all my equipment back to ATT?? Ok, seems like a screw is loose here, but I patently walk through the troubleshooting steps, and I get to a point where I asked about the status of the line tech, and she found no such record of it. She did some of her tests on my line and next thing I know, the ATT line tech who was supposed to come to my house, now will cost me $90 trip charge! I explained that the two ATT Techs advised the problem was with the ATT line, but she insisted there was a problem with my network. I pulled up the modem page with the errors posting and read the tech data to her. She said that there was a problem on my network. Maybe I did not see what the techs were talking about but those were unrelated errors, because all the sudden, she said I had the problem and not the 2 technical experts who had on-site sophisticated equipment hooked directly to the wire coming to my house from the pole. That is where the errors were coming from and reading on their equipment, lady. It was of no use to try to continue talking or reasoning with her. I got the sense that she was not technically savy or inclined. Maybe she was still in training, because she seemed like she would be able to help me at first.
On a later call, I got a supervisor on the line and explained the "errors" in the line the men got and the errors my modem was reading (logged into it). He did his remote testing and said the errors were minimal and my download speed was proper and correct. Oh well, he was not explaining what the two men were talking about, but I could see I was getting nowhere with him without risking a $90 payment for the ATT tech to come out.
I did not intend on telling you the whole story and complaining so much, but I guess it was building up. I am frustrated because I try to search the website for what I need, I try calling to fix problems with my billing but it is after hours. I work during business hours so hard to call then. Anyway, my bill should not be $125.00. I never approved or authorized the TV. I think the first deal I got for internet max turbo was only good for 2-3 days...I tried looking around for renewal options, but kept getting that I had three days left if I upgraded. Anyway, I am guessing some system error occurred and messed up my bill. Then we have the lady, who was of no help. If she changed my service to what it should be, it did not go through. I'm pretty sure I was courteous and polite to the next ATT person, and I thought this was all straight now, but I just got billed for TV and internet at full price. I am supposed to have an internet discount for internet only. I did get the ATT tech guy to provide me the new modem as promised, but honestly, it is outdated technology too. "N" wireless is the top capability of this Aris modem, NVG599, but I have had an ASUS router with “AC” technology for 1.5 or 2 years now. I am not using it with the Aris now. My primary computer used is a desktop and I am hardwired directly into the modem.
I hope I did not totally waste my time telling this story. I got some venting out of it at least. We can't fight the system. I just want my bill straight and for ATT to follow through with their promise to me to get this line fixed. Oh, and yeah, I called both Tech's back and left detailed messages requesting a call back around the time that lady said she saw no orders and jacked up my bill some more along with my blood pressure. I would expect that it would not take 5 attempts to fill this simple request to provide me internet only - Max Turbo for $50.00 per month total was the new promo deal, not $125.00/month. Come on, give me a break, ATT.