I AM LIVID!!!

Dear AT&T,

I've been a customer for 2 years. We pay our bill on time and rarely make a peep. We've never had an issue. We enjoy your service and thats why, when we moved to our new condo, we decided to transfer service.

Since our service has been installed we've had NOTHING but problems. 2 days after service was installed, our internet connection was clocking under a 56K speed. I contacted AT&T via your online chat feature, they reset my connection, speed went back to normal, and I chalked it up to new service bugs. A week and a half later, it happened again. Again, I chatted with a representative, who assured me that the line was in great shape, tried to reset the connection multiple times; but was unable to get service back up to a satisfactory speed (7Mbps to 9Mbps when we're paying for 12Mbps). Because of the confirmed issue they decided to send a technician to check the connection. At this point I'm getting frustrated, but at least you're trying to fix the issue While I have to leave work early to make sure that I get to the condo before the technician gets there, at least you've addressed the issue and are trying your best to figure out whats wrong.

The technician arrives, checks speeds, doesn't find anything wrong, replaces the modem (since it was the one we've had for 2 years), checks the TV (to make sure thats fine), and leaves. After leaving the technician sent a Group MMS Message to me and every other person he worked on that day asking us if his work was satisfactoy. So my personal phone number was given out to I don't know how many people and I got access to just as many stranger's phone number as well. Something tells me that isn't exactly protocol and I'm still pis... upset about that. Internet works fine, but Monday evening my wife and I try to watch TV and our TV says "Television Signal Lost" and we can't watch anything for more than 30 seconds before it freezes and gives us the error message. I try all of the suggested steps. Reset the box, check the line via the ATT app the technician suggested I download (mere days before) and nothing works. Now I'm really frustrated. It hasn't been 30 days since service was provided and I now had to contact support 3 times!

The person in the chat fains sympathy and schedules ANOTHER technician to come to my home because he's NOW detecting a problem in the line (which the app didn't find)! I work my way up the food chain all the while every single person I chat with PROMISES me that the issue will be correct today when the technician arrives. Problem is... NO TECHNICIAN CAME!! I rushed from work again and sat here for hours waiting for absolutely nothing!! I got an automated "someone's coming to fix your cable" phone message this morning and then NOTHING. Complete silence from the technician who was supposed to be here.

I called and waited for HALF AN HOUR while the person at the call center tried calling distribution, the technician, and the manager. Nobody picked up the phone because it was after 8 and they close at 8pm. My appointment was scheduled between 4pm and 8pm and I waited to call until they clearly weren't showing up at 7:59pm. I probably should've used my amazing ability to see into the future and called before the technician blew off my appointment and then maybe someone would've had time to show up.

In the dude from the call centers defense, it sounded like he was legitamately trying to figure out what happened, but was ultimately unsuccessful. Additionally, because the technician said he was "on his way", my account is locked up and I can't even schedule another visit until I have to call back tomorrow and schedule one. REALLY!? I'm being punk'd right? After waiting another 10 minutes or so to speak to a suprvisor, I explained how beyond frustrated I am and mentioned that I'm not even sure I want to have this service anymore. She replied with "ok, you need to call the retention department." and essentially hung up. Really!? After 2 years (my wife even longer than that) and having a technician just decide to not show up, that is how you handle an upset customer?

Who do I contact to formally complain? How far up can I go to get a decent response from someone who actually cares about customer service? I'm fuming! I've never had a company provide such terrible service and demand so much work on my end to just get the services promised to me. I'm still waiting to chat with someone. Anyone. No dice. I need e-mails or a response from someone high up enough to do something to reply to this post.