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Posted Dec 17, 2013
11:05:31 AM
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Billing Problem

My upgrade is scheduled for installation tomorrow and AT&T sent me an email that directed me to a customer service summary to view the changes to my bill.  I wasn't going to check it, but considering the problems that I had even getting the upgrade ordered (see other thread) I thought I should.

 

And of course the billing is wrong.  Instead of the $70/month price as advertised, my GigaPower 300 service will cost $99/month.  My U-Verse Voice 250 will still be $25/month, however they are going to charge me $99 to install it all over again!  (internet install is waived).

 

I of course called the number on the summary document to complain and got transferred 4 times until I got someone who deals with GigaPower accounts.  He told me that because I have an "outdated" voice plan, I can't get the "discounts" on the internet service.  I would have to upgrade to the "unliminted" voice plan for an extra $35/month.  That makes zero sense to me.  If I didn't have voice, I'd get $70 a month.  But since I pay extra for the phone service it's going to cost me $99???

 

If I thought the voice was worth it, I'd just upgrade but the only reason we have the phone service is so the kids could call 911 in an emergency.  I told the tech that I would have to call back after I discussed it with my wife (I'd rather just end voice alltogether).  It was then that he put me on hold for a bit and came back to tell me that the tech might have a problem with the installation because of the Voice 250 on the account.  I don't know if he was trying to scare me into upgrading or if the tech really won't be able to get my internet service working because I have voice on my account.  I side with the latter because of my ordering issues.

 

At this point I'm leaning toward cancelling phone and giving AT&T less money and finding another way to give my kids an emergency phone.

My upgrade is scheduled for installation tomorrow and AT&T sent me an email that directed me to a customer service summary to view the changes to my bill.  I wasn't going to check it, but considering the problems that I had even getting the upgrade ordered (see other thread) I thought I should.

 

And of course the billing is wrong.  Instead of the $70/month price as advertised, my GigaPower 300 service will cost $99/month.  My U-Verse Voice 250 will still be $25/month, however they are going to charge me $99 to install it all over again!  (internet install is waived).

 

I of course called the number on the summary document to complain and got transferred 4 times until I got someone who deals with GigaPower accounts.  He told me that because I have an "outdated" voice plan, I can't get the "discounts" on the internet service.  I would have to upgrade to the "unliminted" voice plan for an extra $35/month.  That makes zero sense to me.  If I didn't have voice, I'd get $70 a month.  But since I pay extra for the phone service it's going to cost me $99???

 

If I thought the voice was worth it, I'd just upgrade but the only reason we have the phone service is so the kids could call 911 in an emergency.  I told the tech that I would have to call back after I discussed it with my wife (I'd rather just end voice alltogether).  It was then that he put me on hold for a bit and came back to tell me that the tech might have a problem with the installation because of the Voice 250 on the account.  I don't know if he was trying to scare me into upgrading or if the tech really won't be able to get my internet service working because I have voice on my account.  I side with the latter because of my ordering issues.

 

At this point I'm leaning toward cancelling phone and giving AT&T less money and finding another way to give my kids an emergency phone.

Billing Problem

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Dec 17, 2013 11:13:16 AM
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Community Manager

Hello, brafish!

 

Thanks for posting. I'm so sorry to hear about all the confusion surrounding your upgrade to GigaPower. We will absolutely look into this right away for you.

 

If you don't mind, please send us a private message by clicking here so we can get all your account information. Keep an eye on the little blue envelope icon in the top right corner of your screen for a response from one of our GigaPower specialists.

 

In the meantime, please let me know if you have any other questions or concerns!

 

-Mariana


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Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Hello, brafish!

 

Thanks for posting. I'm so sorry to hear about all the confusion surrounding your upgrade to GigaPower. We will absolutely look into this right away for you.

 

If you don't mind, please send us a private message by clicking here so we can get all your account information. Keep an eye on the little blue envelope icon in the top right corner of your screen for a response from one of our GigaPower specialists.

 

In the meantime, please let me know if you have any other questions or concerns!

 

-Mariana


Rethink Possible


Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Billing Problem

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Dec 17, 2013 1:34:33 PM
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Teacher

Info sent.  Thank you.

Info sent.  Thank you.

Re: Billing Problem

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