Tutor
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7 Messages
Very Frustrated with ATT
Where should I begin:
My wireless goes out regularly, sometimes several times a day. When it does, I nor my children have cell or ATT phone service in case of an emergency- my cell phone service is poor at my home living near a federal park. Luckily, I have wifi calling on my cell but only if my wireless works. In fact, I tried yesterday to call my 12 year old on his cell while I was at work and I couldn't get him for 20 minutes because the wireless was out. He was home by himself.
Recently, 2 boxes stopped working (more in the past). I returned 1 late and I was charged over $50+ for that.
As a result of additional fees, I called to reduce my service and was basically harassed by the customer service person who presented to me various packages and "deals", none of which served my needs. I got over that and was in the process of finalizing an order when the representative hung up on me and so I could not confirm. I never got a call back. I received an email shortly after with an order that I did not want not ask for. I then turned on my TV to see what service I did have, and the tv service was not working AT ALL. So, I chatted with ATT again. Suddently the 1 box I now have does not work- keep in mind this is a new cable box I received 3 weeks ago after having to return the broken box via UPS. Interesting that it was working before I changed my service yesterday. Now I have to return this broken box and won't receive the newer box until tomorrow evening with no guarantee that this one will work.
Long story short, I thought moving to ATT was of better benefit because the prices were lower than TWC. In the end, it costs more to have service with ATT as addional fees were added for things that were normally covered by TWC and the customer service is nearly impossible to navigate. Each time I was changed a fee, it was when ATT equipment did not work. Insane and disrespectful to paying customers. I'm not a fan of either ATT or TWC and am not under the illusion that these are not-for-profit corporations, but this is rediculous.
All I want is: high speed unlimited internet and basic TV line up. I do not want the phone service but it comes with the "package." Of course, adding HD to the basic tv line up, which I would like to have, adds additional costs. Then, I would have to change the box out which could possibly add more fees to my bill
So, I am left with the choice of going back to TWC which has a higher price and none of the fees, or not have cable at all. By now there is no guarantee that they don't now add fees either. Now I understand ATT will acquire TWC. Again, insane. Those are the only availble choices I am aware of in my area.
Anyone have suggestions? Frankly, I'm not sure if there is a solution to this beyond just cancelling my ATT service. This is the last straw for me.
swraquel
Tutor
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7 Messages
8 years ago
please excuse the typos- typing fast
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portervilledave
Tutor
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4 Messages
8 years ago
I am alarmed by the proposed DirecTv Now. It has been stated by AT&T that there will be no more satellite dishes or set top boxes. I understand the streaming lingo but how are customers going to be able to record shows.
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swraquel
Tutor
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7 Messages
8 years ago
I haven't looked into Direct TV but if there's no sattelite or boxes and my wireless is going out, I don't have much faith in it.
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swraquel
Tutor
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7 Messages
8 years ago
Now I have this lovely message that I am now a tutor in this community. I'm not a tutor, I'm a customer. I just want reasonable service and pricing without added fees buried in the fine print. Rediculous. How about just providing decent service and pricing without hidden fees and then if I have an issue, send me to a customer service rep that can help. I think this is a reasonable expectation. Customer service reps can be a nice as they are trained to be (and most of them are very respectful) but my issues do not get resolved.Then afterwards, I'm asked for feedback about how they performed, not whether my issues were resolved. I get a "I am very sorry for your frustration" message. Yes, sorry for me who has deal with this crap and still give ATT money for a larger bill than what I signed up for. So, how do I provide feedback to the appropriate department and get a reasonable resolution after navigating an impossible customer service procedure? Post to this community and/or throw an ATT worker under the bus? Considering many people have this same complain, including the one I originally posted, and nothing has changed for me or many, I doubt either will work. I have been a customer for 3+ years and am very disappointed and feel used.
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SPARKYT
Contributor
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2 Messages
8 years ago
Google Fiber.
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swraquel
Tutor
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7 Messages
8 years ago
Thanks, SPARKYT
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swraquel
Tutor
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7 Messages
8 years ago
I will report my issues to BBB and certainly spread the word. I have no faith they will be resolved. I will move my service to another provider as soon as I am able, probably with heavy penalties for cancelling. I don't know at this point whether I'm on a contract or not as I was hung up on when I was last on the phone, was given service I did not order, and against my wishes. Not even the decency of a call back. I guess I'll spend more countless hours trying to resolve the cancellation so my credit report won't be damaged. Shameful.
I refuse to continue to give money to a company that does not appreciate my business and I do not like to be placated to, confused on purpose, and ignored as if I am a child and don't understand simple and appropriate business practices. I know what disregard looks like, know a pseudo monopoly and manipulation when I see it, and also know how to contact my elected officials to file a complaint if I need to, regardless of whether law and policy are being followed. Just disrespectul and I don't appreciate it.
Speaking of placating, I'm leaving this community. I wish other customers the best of luck and hope you have better luck than me.
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