Scholar
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16 Messages
Automatic upgrade to faster internet?
I received an email this morning saying I had placed an order for new or changed service. Looking in my account information, I couldn't tell what it was about, so I called AT&T. It turns out I was upgraded from 12mbs to 18mbs by a computer. I never asked for this to be done. The rep said that it is a promotion, and that I won't pay the additional $5/mo until the expiration of a year. I decided to let it go, but I don't think AT&T should be signing me up automatically for upgraded service. Giving me faster internet at the same price is fine, but I shouldn't be subjected to higher cost at any time in the future.
Has this happened to anyone else?
JefferMC
ACE - Expert
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36.9K Messages
10 years ago
Yes. I find it unseemly. You can ask to be downgraded to your original service level and still keep the discount.
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twentw
Scholar
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16 Messages
10 years ago
The funny thing is that I've actually been getting 15mbs for the last year or so. So an "upgrade" to 18mbs is not that big of a deal.
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Ray_Always
Contributor
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2 Messages
9 years ago
I got a message in my AT&T account website saying that I was being upgraded from Internet Express to Internet Elite. It said the discount was "ongoing" so there was no time frame. Ultimately, I should be getting a faster internet speed for the same price as my previous slower speed. I called AT&T and the customer service rep talked like I had ordered the upgrade, even though I said I did not order it. I kept the upgrade anyways. So no detrimental effects, yet. Rest assured I will jump in if I see I see any potential problems for myself.
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JefferMC
ACE - Expert
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36.9K Messages
9 years ago
@Ray_Always, you should look at your bill in detail. You may have been given a promotional discount that offsets a price increase for the new tier. That promotional discount will expire after a few months, after which time you'd be paying more. If that is the case, be sure to cancel at the end of the promotional rate if you don't want to pay the higher amount.
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Ray_Always
Contributor
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2 Messages
9 years ago
So far all I have got is the Customer Service Summary (no bill yet, since all of this started yesterday). When I talked to the customer service rep, I also agreed to having my Voice upgraded to Unlimited North America from the 200 minute plan because at least for three months, that will be cheaper than my 200 minute plan. But there does seem to be a difference in the promotions between Voice and Internet:
U-verse High Speed Internet Elite Promotion -$10.00 (no time frame mentioned)
$10 off Voice Upgrade for 3 months -$10.00 (3 month time frame)
My plan is to just go back to the 200 minute Voice assuming that is cheaper (after 3 months).
But I will keep an eye on both Voice and Internet charges. My ultimate goal is to get that bill cheaper. At this point, I have gotten my bill down from about $74.86 (Voice and Internet) to $71.36 (Voice and Internet).
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ham3843
Scholar
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189 Messages
9 years ago
Seems down right unethical to me...shouldn't AT&T have informed the customer BEFORE hand so they had the choice of accepting it or not?
Who comes up with such nonsense? The out of control, sociopathic MBA?
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JefferMC
ACE - Expert
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36.9K Messages
9 years ago
It is my belief that they're supposed to contact you before putting you on one of these promotions. I used to get calls regularly telling me they were about to give me the free service (HBO, higher internet) and I would tell them I wasn't interested. I have had it appear out of nowhere, and my belief is that a sales employee/contractor was supposed to call me for approval but got my answering machine and hung up and put the service on anyway. When I got the order summary by email, I contacted AT&T and had it removed immediately.
So, I believe that its rogue telemarketers doing it. This could be prevented by making them key in the 4 digit PIN they're supposed to verify with us instead of putting on the screen for them to verify when we give it to them. You might ask yourself why they don't do that.
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