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918diane's profile

Tutor

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12 Messages

Tuesday, February 28th, 2017 7:40 PM

Are we really a "valued customer"

Our current contract for our Uverse and internet service was up last week.  We've had this account with att close to 8 years, and a second account close to 3 years.  We play the standard game of calling when the contract is up to see what deals are available.  Our service is on autopay, so we are customers who always pay on time, in fact we went as far as combining our wireless service with our uverse and internet.

 

We have consistently had issues with slow bandwith (Internet 24 is service) numerous calls, numerous service calls, pretty much we have just put up with it.  We decided though that when this contract was up, we would start shopping around.

 

Our first call was to customer retention.  The response "sorry your internet service hasn't been good, I'm sure that's frustrating"  Really? You think?  We could give you $20 off your service.  Ok, that laughable.  I said, well.  I'll get back with you.

 

Called customer retention again yesterday. I brought up that a couple months ago, att had people nearly shoving Direct TV down our throats, was this an option for service at a better price. This rep said, sorry we don't have any packages to offer you.  I'll see if we can get a reoccuring credit for having poor internet service.  We lost our phone connection, and even though I gave her my number "in case we get disconnected" there was no call back.

 

So att, we have two uverse accounts, two internet accounts, and three wireless accounts.  If your response to a customer that never misses a payment, is we don't have anything better to offer you.  I'm more than certain your competitors would be more than happy to have the $500+ a month we give you.

 

 

 

 

Community Support

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232.2K Messages

7 years ago

Hi @918diane,

 

Sorry to read of your experience. The forums team can assist with the internet issue and can refer your promotion request to our Sales and Service team.

 

In regards to your internet speed. What wired speeds are you getting? How many devices are connected at one time? What is around the modem and where is it located? We ask for wired speeds as wireless speeds can drop in half because of environmental factors beyond AT&T's control. A wired test is a more accurate view of speeds. 

 

-ATTU-verseCare

Tutor

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12 Messages

7 years ago

Thank you for your response.  AT&T has been in our neighborhood updating systems for the last month.  In the last two weeks our bandwith reading for downloads has averaged 11.21 Mbps, which is worlds better than it's been for the entire two years we've had it at this residence.  We have suffered with speeds that stayed in the 6.3 Mbps and less for months.

 

It's rare that we are on our computers or have more than one television on at any one time; (in fact when we do, we generally have to stop one of the items, because the internet speed drops so slow that if we are watching anything through streaming it starts buffering, or internet searchs just start spinning.  We also try and limit any phone wifi usage as well, for the above mentioned reason.

 

We have called tech support several times, and was told they fixed the issues remotely.  It wasn't fixed. Finally att sent a tech out to our residence (October 2016) he replaced the modem, then placed it on top of the bookshelf in our office, stating that would help.  For about one week things were slightly better.  At that point we decided that when our contract was up we would start shopping around.

 

Then AT&T started doing upgrades in our neighborhood, and speeds increased.  According to the Consumer Speed Tiers chart, on your website, downstream speeds for Internet24 should be  18.1Mbps -24 Mbps.  I'd be thrilled if we even got to 16 Mbps.

 

When I was on the phone with customer retention yesterday, I ask that we be bumped to the next plan up at the same cost, hoping if we were given greater bandwith, we might actually get close to the Internet 24 plan that we've been paying for close to 8 years. She replied, "sorry can't do that, but I'll see if I can get you a provisional credit for the your trouble"

 

 

 

Community Support

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232.2K Messages

7 years ago

Hi @918diane,

 

Thanks for the information. When you ran your tests, were you using a wired or wireless connection? Also, what is around the modem? Any electronics? Speakers? 

 

-ATTU-verseCare

Tutor

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12 Messages

7 years ago

The bandwith test were ran wired.  The modem was placed on the top of the bookshelf, close to a window by the att service tech who came out the last time.  I hate it there, wires running all over, he stated it need to be close to the ceiling to get better service.  There are no speakers close to it.  An old television is on the shelf below but is seldom turned on.  The modem is a good 2 feet above the television.

 

Again, your tech guy put it there, previously it was neatly on my desk, now my office has cables run all over it.

Community Support

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232.2K Messages

7 years ago

Hey @918diane,

We have sent you a private message and look forward to working with you to get this sorted.

ATTU-verseCare

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