AT&T DSL - Overage notifications (data use)

Teacher

AT&T DSL - Overage notifications (data use)

AT&T,

I'm having a problem with the new DSL data caps.  We've currently run afoul of the data use and apparently have on two prior ocassions.  The issue showed up at billing time via a billiing multiplier of about 100%.

 

I have no objection to complying with policy.  I do have an objection due to the fact that we were not notified.

 

I've contacted AT&T support about this on 2 different ocassions.  I was told that I was notified at my "AT&T email address".

 

Why AT&T chooses to use an email address that they created - and required for DSL use - but has no bearing on reality, ie - I've never used that account or accessed it is beyond me.

 

AT&T is quite capable of sending billing notifications to my primary email address.  You do so every month and have been for years.. that's how I know when to pay the bill as I'm also signed up for "paperless" billing.

 

In summary:

1) AT&T sends billing notifications to my primary email address

2) AT&T mails me nothing in the postal mail (paperless)

3) The email address "AT&T email address" is somehow associated with my account has never been used.

 

I'm told that #3 is where "notifications" of data overage have been going.  I've contacted AT&T three times - twice via email and once via phone asking that any notifications be delivered to the same email address where you send billing notifications.  All I get is referred to another department and told that customer support can't help me.

 

I suspect - but can't confirm that my "at&T email address" cannot be changed to my billing email address.  Can someone help me with that theory?  Regardless, if you're going to enroll customers in "paperless" billing and you're capable of delivering those bills, one would think that overage notifications - and required notifications of change in service could be sent to that email address also.

 

Is it possible to resolve this?  Again, I've tried support, but just get told that support can't fix it and I need to call back to another department later.

Message 1 of 5 (1,217 Views)
Teacher

Re: AT&T DSL - Overage notifications (data use)

To date replies:

 

Reply 1:

Greetings XXX
Thank you for your email regarding data usage notification.
My name is Shelly, I apologize for the inconvenience you have experienced with not getting your data notification. I will be happy to assist you with your inquiry.
We always send the notification to the email you registered at set up of your service. We have XXX@att.net as were the notifications are going to.

(note, this isn't the email address I registed, it's the one that AT&T dictated to me.  My "registered" email address is what "paperless" billing delivers to)

 

Reply 2:

Greetings XXX,

 Thank you for your email again regarding your email address for data usage. I will be happy to assist you with your inquiry.

 We do our best to handle your concern directly without referring you to another department; however, addressing this concern to change the notification email address requires a specialist in the High Speed Internet office to assist you.

 

And chatting with AT&T DSL tech directly (as I was told to do above):

Mr. XXX, I will not be able to change the data usage notification deliver as that is server driven though let me provide you the primary at&t email password for convinence.

 

And finally, "... Contact Billing for additional information...."   (back to step 1).

Message 2 of 5 (1,213 Views)

Re: AT&T DSL - Overage notifications (data use)

[ Edited ]

When you call in and get the robo-voice keep saying "none of those" and you'l get to a person quicker. When you get a person, tell them you want the Retentions Department. The people in the Retentions Department have access, and can make changes, to all aspects of your account/service.

 

You could also sen a message to Alex, he can have the proper people contact you to resolve your issues.

 

 As well, you could log onto the account where they send the overage notices and set it to forward all mail to the email address of your choice.




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Message 3 of 5 (1,189 Views)
Community Manager

Re: AT&T DSL - Overage notifications (data use)

Thank you @Computer-Joe!

 


cb1000rider wrote:

AT&T,

I'm having a problem with the new DSL data caps.  We've currently run afoul of the data use and apparently have on two prior ocassions.  The issue showed up at billing time via a billiing multiplier of about 100%.

 

I have no objection to complying with policy.  I do have an objection due to the fact that we were not notified.

 

I've contacted AT&T support about this on 2 different ocassions.  I was told that I was notified at my "AT&T email address".

 

Why AT&T chooses to use an email address that they created - and required for DSL use - but has no bearing on reality, ie - I've never used that account or accessed it is beyond me.

 

AT&T is quite capable of sending billing notifications to my primary email address.  You do so every month and have been for years.. that's how I know when to pay the bill as I'm also signed up for "paperless" billing.

 

In summary:

1) AT&T sends billing notifications to my primary email address

2) AT&T mails me nothing in the postal mail (paperless)

3) The email address "AT&T email address" is somehow associated with my account has never been used.

 

I'm told that #3 is where "notifications" of data overage have been going.  I've contacted AT&T three times - twice via email and once via phone asking that any notifications be delivered to the same email address where you send billing notifications.  All I get is referred to another department and told that customer support can't help me.

 

I suspect - but can't confirm that my "at&T email address" cannot be changed to my billing email address.  Can someone help me with that theory?  Regardless, if you're going to enroll customers in "paperless" billing and you're capable of delivering those bills, one would think that overage notifications - and required notifications of change in service could be sent to that email address also.

 

Is it possible to resolve this?  Again, I've tried support, but just get told that support can't fix it and I need to call back to another department later.


Welcome cb1000rider and thank you for posting. I'm sorry to hear about the notification trouble. I received your Private Message and replied with the information needed since this is account specific. Please check your Private Message inbox (blue envelope, top-right) for an update.  We'll get you in touch with the group that can look into it.  Thank you for the feedback!

Regards,
Alex

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Message 4 of 5 (1,183 Views)
Teacher

Re: AT&T DSL - Overage notifications (data use)

Computer Joe - the forward is a good idea... ATT didn't have any idea how to resolve this... I spent 2 days between 3-4 reps. 

 

 

Message 5 of 5 (1,085 Views)
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