Mentor
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10 Messages
High Speed Internet Equipment Fee Promotion being taken away
I received an email this afternoon saying that the high speed internet equipment fee promotion, which was part of the agreement I had when I signed up for Uverse service in Sept. 2014, was being taken away because I didn't meet the criteria. The email listed not being a part of an AT&T Connected Community as the main reason. To my knowledge, this was never a reason why I was getting this promotion as I don't live in an apartment community and never told anyone that I did.
I went back and checked my bills and the promotion had been listed as an AT&T Connected Community promotion being with the April/May 2015 bill; before that it was simply listed as a "Promotional Offer." I did not make this change, nor was I ever notified that anyone else did. I didn't even notice the change in the wording, obviously, until I went back to check bills.
I called Billing, explained the situation and was told that they had done an audit on accounts and since my account didn't qualify for this promotion, I would no longer get it. But it was never set up as a Connected Community account/promotion in the first place, and I have the account summary from Sept. 2014 that shows it was simply a "promotional offer," just like any other promotional offer I was given at the time and still have. They are telling me that I'm going to be charged the $7 equipment fee, even though I have made no changes, I didn't get any new equipment, I didn't give them any incorrect information, and my contract doesn't expire until this September. I told the billing agent that I wasn't the one reneging on my contract, AT&T is.
Did anyone else get this email today and run into this problem? Is there anyone who can help me get my promotion back until my contract is up in September? Billing just keeps telling me I'm not qualified for the promotion, and I agree I shouldn't get a Connected Communities promotion, but that's not how it was set up initially and I don't know who changed it and why. It's extremely frustrating.
skeeterintexas
ACE - Expert
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28.3K Messages
9 years ago
There's an almost identical post here:
https://forums.att.com/t5/Residential-Wi-Fi-Gateway/A-smack-in-the-face-I-hope-you-go-out-of-business/m-p/4813649#M22383
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Bree26
Mentor
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10 Messages
9 years ago
That's the same email I received. My promotion, however, was never given to me as a condition of being in a "Connected Community." It was a new customer promotion given to me when I signed up for service in 9/2014.
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skeeterintexas
ACE - Expert
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28.3K Messages
9 years ago
@Bree26 Do you live in a townhome, condo or gated community?
The only reference I can find for "AT&T Connected Communities" is the following:
AT&T Connected Communities will help improve its value with as little disturbance to you, tenants and buildings as possible.
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Bree26
Mentor
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10 Messages
9 years ago
No, and I never told anyone that I did. It's just a regular neighborhood.
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mibrnsurg
Expert
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4.3K Messages
9 years ago
@skeeterintexas Your link here is erroring out.
Edit: Hover the cursor over the link and look what the link shows down below. Huh?
https://forums.att.com/t5/Residential-Wi-Fi-Gateway/A-smack-in-the-face-I-hope-you-go-out-of-business/m-p/4813617#M22382
Chris
__________________________________________________________
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
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weimardog
Scholar
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49 Messages
9 years ago
I received the same email, so I spent 45 mins on hold and talking to a billing rep and he said the email was sent in error and I would be getting the discount forever. We shall see.
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skeeterintexas
ACE - Expert
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28.3K Messages
9 years ago
@mibrnsurg
For whatever reason, that first post (" A smack in the face.....") got deleted.
That link is working now....weird, huh?
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