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roklifter
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Tutor

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10 Messages

Fri, Sep 14, 2018 9:08 PM

Potential Customer: Deceptive U-Verse + Internet bundle explanation needed

I've worked in the telecom industry for years with direct competitors of AT&T. I heard horror stories from customers who left your business so hoped to never experience an interaction with AT&T myself as a customer. Unfortunately, the place I'm moving to is an AT&T exclusive community so I went online to investigate my options. I saw your advertisement of $60/mo for U-Family (180+ channels), Internet 50 (up to 50mbps), 1 DVR, 1 gateway, no activation fee, a $50 GC and $5 discount for Auto-Pay & Paperless billing but excludes taxes and broadcast fees. I thought this was an acceptable offer so added this bundle to the cart. The promotion suddenly changes to $75/mo when added. 

 

I asked a live Chat Agent for assistance. The rep seriously tried convincing me that the $60 rate is for 5mbps. She was seeing the exact ad I was as she linked me the same URL (https://www.att.com/shop/u-verse/offers.html). That same page shows the promotion I want, but it ALSO lists a different promotion of $50/mo for U-Family + Internet Basic 5. I was stunned by her ignorance so am waiting to receive a logical explanation for why you are advertising one rate then increase the rate by $15/mo when the bundle is added to the cart!?  Her offering a 2nd $50 gift card to compensate for what the website falsely advertises is unacceptable. It doesn't cover the increased expense of $180 I'd incur over the course of my 1st year. I'd appreciate an explanation when possible.

 

ATT_Ad1.jpgATT_Ad2.jpg

 

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roklifter

Tutor

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10 Messages

4 y前

@my thoughts

 

I provided 2 screenshots in my original post so whoever responds could see what is displaying to me when I've entered my new address/zip then the list of offers display. I provided another screenshot at the bottom of this response that lists all offers displayed to me right now. Again, if you look at the original pics I attached to my OP, you'll see the $60 staring you in the face. You can't miss it. You also can't miss the $60/mo listing again when you click on "View Bundle Details". I did a copy/paste below for your review. The only thing I can think of is that this offer is exclusive to my community, but if it were then the same rate pre-tax/broadcast fees would also display in the cart.  Unless, to get this deal it requires talking to whoever the Acct Rep is for the community which is something I can certainly ask tomorrow when the leasing office reopens.

 

$ 60  /month  

Plus taxes. For 12 mos w/12 mo. TV & Internet agmts.Paperless Billing and Autopay req'd

 
 

180+Channels

with U-Family

 
 
Up to 50 Mbps 

with Internet 50  

Unlimited data allowance included when bundling with TV (a $30 value)  

 

Plus get a $150 reward card (details in cart)

 
 
 
$ 60 /month
Plus taxes. For 12 mos w/12 mo. TV & Internet agmts. Autopay & Paperless bill req'd.
$ 60 per month for 12months. $ 141 thereafter. All monthly fees included34

Bundle highlights:

  • INCLUDED! Monthly equipment fees for an HD DVR

  • PLUS GET HBO® and Cinemax® for 3 months at no extra cost 
    After 3 mos., standard rate (currently ($26) applies unless canceled by customer.

  • Thousands of movies and shows on demand

  • INCLUDED! Wi-Fi Gateway router to connect your devices

  • INCLUDED! Access to the national AT&T Wi-Fi Hot Spot Network, at no charge

  • PLUS $0 activation fee when you order online

  • AutoPay + Paperless Billing Discount of $5 off per month  For 12 months Help
 

over 180 Channels

with  U-Family
 
 
 
Includes
 
View package details
 
 
PS  @my thoughts: I did click on the link you provided which did show the $75 offer then required me to "Check Availability". After clicking that link and entering my new address with zipcode, I'm returned to the screenshot listed below.

ATT_AllAds.jpg

 

 

 

ATTHelp

Community Support

 • 

195.2K Messages

4 y前

Hello, @roklifter
We understand you have a concern with bundle package pricing. Heres a link to the current offers we have available. Where did you see the bundle for $60 a month? Charles, AT&T Community Specialist

my thoughts

Employee

 • 

19.3K Messages

4 y前

Going to the link you provided... (https://www.att.com/shop/u-verse/offers.html)

 

I do not see a $60 offering...

I see a $75 offering with Ufamily and up to 50M internet and a $65 offering with Ufamily and 5M internet.

Both packages already include the $5 discount for autopay and paperless billing. If do not desire either then the prices are $ higher of $80 and $70.

The internet speed tiers from 10M to 100M (best address can support) standalone promo is $50, receive a $10 discount on internet when bundled for $40

For ADSL2+ internet speed tiers less than 10 M such as 5, 3 , 1.5 again best address can support is $10 or $40 standalone with bundle discount is $30.

 

 

NEW RESIDENTIAL CUSTOMERS ONLY. EARLY TERMINATION FEE ($15/MO) FOR EACH MONTH REMAINING ON AGMT, EQUIPMENT NON-RETURN & ADD’L FEES APPLY. PRICE INCLUDES $5/MO. INSTANT DISCOUNT FOR 12 MOS. AUTOPAY REQUIREMENT WAIVED FOR ONLINE ORDERS ON ATT.COM ONLY. INCL. HD SERVICE, EQUIP FEES FOR 1 HD DVR. RESTR’S APPLY Going to the link you provided

 

Estimate fees and taxes generally add $20 for local broadcast fee ($5.99), your community franchise fee, and local/state sales taxes.

my thoughts

Employee

 • 

19.3K Messages

4 y前

$75 /month  

Plus taxes. For 12 mos w/12 mo. TV & Internet agmts.Paperless Billing and Autopay req'd

 
 

180+Channels

with U-Family

 
 
Up to 50 Mbps 

with Internet 50  

Unlimited data allowance included when bundling with TV (a $30 value)  

 

Plus get a $150 reward card (details in cart)

 
roklifter

Tutor

 • 

10 Messages

4 y前

Hi Charles,

 

When going to the link listed in my OP, I enter the address I'm moving to with zipcode. It generates offers exclusive to that area. The offer will likely vary depending on a person's address and what is being offered to that market or exclusive community. I provided 2 screenshots in my OP so whoever responds can see exactly what displays to me. Then if I click the bundle details, it breaks down what is included with the bundle. However, if I click to add the bundle to my cart, the pricing absolutely changes.

 

My guess is that others will see the package as $75/mo when entering their address, but could there possibly be a deal worked out in this apartment community's exclusivity agreement with AT&T? Even then, when adding the bundle to the cart, there needs to be some way to easily identify why the offer is $60 then increases to $75. I'd understand if the $75 included broadcast fees and taxes. Broadcast fees and taxes aren't usually $15, but I could certainly understand about $10. However, this deal is pre-tax/fees.

ATTHelp

Community Support

 • 

195.2K Messages

4 y前

Hello @roklifter
To fully assist with this issue further, we will need to look over your account in more detail.

I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to my message with your specific account details.

I look forward to your response and the opportunity to help you!

Charles, AT&T Community Specialist

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