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ATT / DSL / DSL Service

1 United States Review updated:

ATT sucks!!! Well, at least their DSL service does...
I should have known better since I'd already had issues with them a long time ago but decided to give them a second chance.

First issue was when I graduated from college and had to cancel my DSL through ATT/SBC. I had a 2 year contract and I had to pay out the *** for them to cancel. I DID pay the FULL amount. I moved and thought nothing of it until about 6 months later when I received calls from a collection agency asking for this money that ATT never reported got paid. After finally convincing them that I DID pay, I hung up and went about life...I moved to another city and about 6 months later, I get ANOTHER phone call AGAIN from the collection agency asking for this money. AGAIN I told them that I PAID ATT to cancel the service. Again, we hung up and life went on...Then - no joking a year later I get a THIRD call asking for money from this collection agency. This time I kept them on the phone and called ATT and they confirmed to the collection agency that it WAS paid two years prior...thankfully they've never called back.

Now - my husband and I just bought our first house and he really wants to go through ATT's U-verse cable (which isn't available yet in our area...) but we decided we'd do their triple-play (phone, DSL, dish network)...even though part of me knew better I went ahead and ordered...
well - the dish tech came out and because we have too many trees in our yard they couldn't find a "line of sight" and we had to cancel the order for the Dish network and ended up calling Brighthouse Cable to set up digital cable (which, once u-verse IS available we DO still want u-verse)...
But I kept the DSL and the phone line.

The DSL worked for about a week until this past Monday night (it's wednesday) - when it stopped working. I called and they said they'd fix it and it'd be back on the next day. I go to work - come home Tuesday night and still nothing. I call about the ticket number and they said they couldn't fix it and would have to have a tech come out but couldn't get someone to come out until SATURDAY!!!

Well, after being bounced around from department to department (and back to the original department) and THEN being hung up on...I called and had to wait on the phone for over 30 minutes before finally getting a human to talk to and I cancelled DSL. First off the service is SO incredibly slow it's worse than dial-up...and the fact that not even one week of having the service and it's already down?...yeah I cancelled and immediately called our cable company to come out and put cable in.

Moral of the story - seriosly - ATT DSL SUCKS!!! I absolutely REFUSE to EVER go through them for DSL EVER again!

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Comments

Ca
  16th of Dec, 2008
Agree Disagree 0 Votes

I do not understand why you have made it so we could only use one computer, we don't know if you have cansled our service, but if that is the case then why is it that I am able to get on my computer and he is not? If you can explain this to me then I will understand better.
your CLIENT...
Candice J. Bruce
p.s. How are you going to satisfy us, we are the customers, you are the place of business... What are you going to do to help us? if nothing then we WILL find someone else to go through...

Ds
  26th of Jan, 2009
Agree Disagree 0 Votes

AT&T DSL seems to be deteriorating - I guess they are not upgrading their infrastructure at the same time that more people are forced to use them if you want DSL in my area. Does anyone know where we can complain? No one seems to care at AT&T given that they are a virtual monopoly now.

An
  9th of Jul, 2009
Agree Disagree 0 Votes

I am having a lot of issues with AT&T their DSL is slow at night and they will not do anything about it. I am paying for a certain level of speed and it consistently does not meet that. I have gone for 2 months complaining all the way to the "Presidential Level" and they do nothing about it. There is nothing wrong with my computer or inside wiring because during the day it works just fine. At night after 9pm, when AT&T techs go home and outside US call centers come on line is when I have speed problems. Techs have been to my house 5 times during the day and of course they do not see a problem. I am contacting the FCC to see if they can light a fire under their ###.

At
  3rd of Sep, 2009
Agree Disagree 0 Votes

We have spent over two weeks trying to get out ATT DSL restore. The phone line went down two weeks ago, and was restore within a day. The DSL has allegedly had four service calls with no results. (If they ever showed up in the first place.) Everytime we are given a problem number, supply ATT with a number for the tech to call so I can meet them at the house, and they never bother to call. They instead call the home phone where nobody is at, and then close out the ticket. Repeated calls to ATT is insane. They seem to have no idea what is going on. Thier solution is to open yet another problem ticket, promise to dispatch another servicer and promise that they will call before coming out. Their service is simply a joke. Nobody there knows what anybody else is doing. THEY LIE TO COVER EACH OTHER. The ATT motto seems to be that the customer is always wrong. Our next move is to file a complaint with the FCC and the MO Attorney General.

Co
  12th of Sep, 2009
Agree Disagree 0 Votes

I've had AT&T dsl with no phone line for 4 months now. The first 2 months were plagued with outages and drops, I had my basic modem replaced 3 times and finally the last tech guy that paid a visit, my 4th visit in less than 2 months, gave me a 2wire modem for free. Same problems existed with that modem as well, dsl would drop 6-12 times a day, mostly at night, and speeds were consistently slowing over time according to numerous speed test I have done many times daily. Then about 3 weeks ago all the problems disappeared, only to resurface the last 3-4 days. The last tech suggested I bump down from 6MB service to 3MB, I was going to do this today, Saturday September 12, but nobody was around to do it in my midwest market, had to wait til Monday. A few hours later I noticed my download speeds dropped to 1MB an dhave stayed there for the last 5-6 hours, actually the last 3 or so days speeds have been very low, so I called again today about this being I forgot to mention it on the earlier call about changing packages. I finally get through to a human after 20 minutes of BS with the automated crap and begin to tell the ATT person my issues. Before we could even get to the speed problem, she informed me a new order for 6MB service has been placed in my name. HUH? She said records show I placed an order for 6MB service, something I have already had for over 4 months, on Friday September 10th. WHAT!? I asked for more info and she couldn't give it to me, she said I'd have to wait until Monday to talk with someone. She said the only thing she can see is that 6MB service was ordered under my name and number, but she couldn't tell me to what address or any other info, only that the activation date is September 16th. lol What is next with ATT? I'm almost afraid to think of that. So now instead of just having occasional dsl drops and awful download speeds all weekend, I now have to wonder what the hell is going on about this mystery service being ordered. After 4 months I'm about to give up already, if the speeds, drops and this new order are not resolved first thing Monday morning, I'm done with these ###ers. Back to Charter I will go, then after they go bankrupt I will have to go with clearwire, not as fast but reliable and cheaper.

Last speed test:
Download Speed: 1319 kbps (164.9 KB/sec transfer rate)
Upload Speed: 657 kbps (82.1 KB/sec transfer rate)

The normal down speed is around 5200 kbps/Up 660 kbps, so it seems the download speeds are only effected by whatever is going on. BS!

Vt
  31st of Oct, 2009
Agree Disagree 0 Votes

For 3 weeks now I've gotten the runaround from AT&T. They make it possible to not be able to speak to someone with authority. You get the same old tired people that treat you like a child. AT&T had a serice outage and since then my internet has been slow to stopping. I'm getting half the speed. They convinced me(my fault for listening to people reading from a script) to buy a new modem. I've been in an online chate several times. Each time I have to explain all over the problems. AT&T - Keep records!
Anyways all of them referred me to call yet another number only to be told that there's nothing wrong with the line. No kidding? I told them that. The problem is the way they have me set up. Oh yes...this is precious. "Would you like to upgrade your service?" LMAO... are they kidding? The truly sad thing is they have no competition except for Comcast where I live. Monopoly anyone? I even went as far as contacting the city manager...and asked why there's no competition. He couldn't answer, or rather wouldn't answer.

I think it's time for a class action lawsuit against AT&T for breach of contract. Anyone know a good attorney that would take this without cash involved upfront?

Hb
  20th of Jan, 2010
Agree Disagree 0 Votes

I am so frustrated with AT&T that I just cancelled a few minutes ago. Had it for nearly a month before I could get an internet connection. Technical support was a joke, I figured the problem out on my own. Then once I have a connection, my six meg service was giving me only 1/2 meg. Repeated and wasted calls to customer support and repair. I am going with cable internet and getting basic cable service and internet for the same price I was paying at&t for the internet. And cables band width is twice the 6 meg I never got from AT&T. I work for a telecom competitor of AT&T and if AT&T treats all of their customers the way they treated me, then I am sure their market share will go down while ours goes up.

Al
  21st of Jan, 2010
Agree Disagree 0 Votes

I signed up contract for fast internet (Elite 7Mbps) starting on October 29, 2009
They checked my area and they said I’m gonna have it (I was not interested to have slow connection)
On October 29 was no DSL signal so I called support. Technician came next few days, checked outside box, fixed it but he said that the most speed I can get is 3.8 Mbps. So I finally get connection in the beginning of November
Next 4 weeks I had nothing else but trouble. Speed was slowing down and I had to
restart my modem, router and computer at least 20 times a day to restore internet connection.
DSL signal disappeared forever around December 1st. I was so busy so I didn’t have a time to hang on the phone for hours to get support and I used internet at my work but it really screwed me up with my projects. Finally around December 15th I called tech support and they made some test on line. They told me that there is an issue with connection, gave me a ticket number for technician who came next 3 days around 11am
He checked everything inside; line, wires, even different modem and figured out that the problem is outside. He worked outside more than 30 minutes, came back and said that I’m not going to have fast internet connection, and then he left.
Internet was working just for 1 hour after he left and DSL signal disappeared again.
So I called next few day support again, they made another test and technician on line
said that I’m not gonna have the internet AT ALL! because of to long distance.
I told him that I have then to discontinue the service. He directed me to the billing department to cancel the service.
Person who pickup the phone seemed to me didn’t listen what was talking about and transferred me to another technical support line. Technician said that they have to make another test so they transferred me again to ANOTHER! technical support place. I was waiting on my phone for a long time, and then finally I get disconnected.
Nobody called me back (and they had my cell number), nobody was apologizing, and I was waiting that day on the phone for 3 hours!
I don’t have the internet until today (from December 1st)
My cell phone bill increased to $150 instead of 75 because I was over the limit to talk to them. My son lost already $12 because he signed up for special membership on line for his Xbox and couldn’t use
They sending to me increasing bills for fast internet connection since the time I signup from November 1st (including the modem they sold to me) total of almost $260
I own them only 1 month of medium speed internet. Means $25 plus their apologized!
I’m not gonna pay anything else because they failed. Charging me for the service failure is nothing else like criminal case trying to cheat the customer for money they didn’t earn!
If they do not fix this problem immediately next contact with them will be made by my lawyer.
Worse service and customer support I ever seen. I’m not gonna deal with this company as long as I live. And I going to tell everybody I know do not deal with these cheaters.
ATT DSL service suppose to be legally close or at least reviewed by the government

Bi
  5th of Apr, 2010
Agree Disagree 0 Votes

I have the same issue here in the Greenville SC area. I did write a letter to FCC, which by the way for DSL they're the one's to contact. DSL does not fall under the local PUC (Public Utility Commission). I suggest that everyone who has a problem with their DSL service from ST&T, contact FCC. Maybe if they get enough complaints from FCC thye will act. By the way, do not expect to get an immediate response from FCC. It took about 3 months for me to hear anything from them. My DSL goes down at least three times a day if not more often. I believe it's because they drop your IP address after a period of inactivity so they can issue it to some else. Your IP addres is dynamic, and can be reset or dropped anytime their srevers decide to do it, and the modem does not automatically recycle to get a new one. You have to unplug and replug your equipment to obtain a new IP address. I believe you can also do it by writing a script so that your computer will automatically recycle your modem to maintain an active address.

Je
  6th of May, 2010
Agree Disagree 0 Votes

I recently had issues not only with the internet speed but with the billing. Because my internet wasn't working I didn't pay the bill, but when I moved decided to move them and keep them if they could get things under control.

In April 2009 I went to an AT&T store, set up my account, and no one showed to hook up a line. Nothing. Than I call in, they couldn't find the account so I set up one. Come to find out there are two accounts. So one is closed, I get a call months later I never paid the activation fee (since it was paid in Cash at their store). I didn't have the receipt, but thought I was crazy paid it again. Than about 2 months later the service wasn't working. So I call and was told I called to cancel, when they checked the notes it was my neighbor calling to cancel there service. How the heck could they not find my accout without the account number but could narrow down the address? HELLO!

They credited me and I was satisfied because I couldn't use my service for close to 5 days.

So everything was good and I paid $127.00 to move my service in December 2009.

In April 2010 I get a call from a collections agency. ATT moved my service and never stopped the billing, the had the nerve to ask me why I didn't specify to them to STOP THE BILLING ON THE OLD ACCOUNT. I told them I am not responsible for babysitting this company and making sure they close things when they are supposed too. They also advised me that while December's bill was paid I was charged $60, $35 for January (when I was billed on my new account) and $25 reinstatement fee. I told them you cannot charge me a reinstatement on an account that was too be cancelled and bill me for January when it was paid or I would've gone to Time&Warner since I know my internet was suspended and the 3rd month wasn't passed due when I paid. They said irreveleant and didn't matter and they started laughing at me.

So I advise them I think I deserve a credit because they just cannot get it right. They started laughing at me and hung up.

Today I called because the bill in collections went from $140 to $72. When I asked for a copy of Payment History I found out that ATT will not send you a copy of your previous payment history, nor did they want to send me a copy of December's bill that states what was owed. The girl hung up on me when I told them I don't care how they get it to me I want a record of previous payments made to ATT and want to see the billing.

I am contacting the Better Business Bureau and would advise all others to do the same.

One more thing, the same thing happened to my mother and myself as a customer about 7 years ago. Although they charged me for a call to Japan (which I couldn't have made) and told me if it was there it would stick. I never paid it and in 2008 it dropped off of my credit report. I will NEVER NEVER NEVER NEVER GO WITH ATT AGAIN.

They totally Suck! Are Rude! and Won't send me copies of what I paid to them, and I know they are stealing from me.

Ml
  1st of Jun, 2010
Agree Disagree 0 Votes

I also am with att. My speed is about 170 to 240 kbps. Ok thats dial up to me. They said the speed goes up to but does't mean you'll get that. That there excuse. Tec's that comes to the house said I can't get good speed because the signal is to far. Nobody told me that. I've been going through this for two years now. This is stealling. I also have to connect and disconnect to get any speed. I'm calling fcc and anyone else I can. This not right. I'm going to cable.

Wf
  1st of Jul, 2010
Agree Disagree 0 Votes

OMG! I am glad I have found the ATT support group.
I have ATT DSL for my business cash register in order to process Credit/Debit cards. The DSL is very reliable alright...you can rely on it being down! I have lost sales of almost $500.00 in 2 weeks because of ATT DSL. When I call customer support I am navigated through a process of questions, and put on hold for 15-25 minutes ( the entire time being told what a valuable customer I am by a recording...HA!) When a tech support person finally gets on the line I am asked to disconnect filters and plug in wires and let the tech on the ATT side call me on my cell phone to walk me through the process and then hook up my laptop to get a reading for them.
When I ask for a tech to visit on sight I am told it is too costly ( one tech told me it cost ATT BILLIONS to do this)
So I am losing MY money due to their inferior product and am expected to be an amateur fix-it man to save THEM money. I cannot get cable due to the age of the building I am in. Any suggestions?

Bw
  13th of Dec, 2010
Agree Disagree +1 Votes

Noticing the AT&T DSL slow downs and speed drops at night that everyone is talking about.
Service is (best-effort) 6MB downstream.
Tonight, as every other night, it is 1.5 MB.

Yes, ATT, I feel pretty cheated too... You may be able to stonewall us individually, but once we get organized, particularly on the web, we are leaving in droves and will steal the money right back from your disgusting, dripping, piggy corporate mouth.

disappointed in Atlanta, GA

Me
  17th of Dec, 2010
Agree Disagree 0 Votes

MY COMPLAINT IS LACK OF SERVICE AFTER SPENDING 2HRS ON PHONE WITH 3 DIFFERENT REPS AND 2 DIFFERENT PLANS OFFERED. 1ST APRIL STATED THAT THE PLAN IS $19.95 AND THAT THERE WAS A REBATE FOR THE EQUIPMENT OF #65 WHICH WAS TO LEASE AND IF NOT USE THE REBATE THE $65 WOULD GO ON BILL IN 12 PAYMENTS. THAT WAS FOR THE BASIC DSL SERVICE CALL THE PRO. $12.95 S/H ASKED ABOUT THE CONNECT TECH THEY HAVE SO CAN USE THE BLUERAY FOR ACCESS INTERNET AND THE PRICE WAS $50. I YR CONTRACT. FINE AMOUNT AGREED. ALSO TOLD BECAUSE HAVE EXISTING INTERNET SERVICE THAT THERE WOULD BE A VISA $1OO RECD AFTER HAD SERVICE FOR 30 DAYS. THEN CONVERSATION CUT OFF. RANG AGAIN AND SPOKE TO ANOTHER REP AND TOLD COULD NOT GIVE THE PROMOTION GIVEN WOULD HAVE TO O.K. WITH SUPERVISOR OR HAVE APRIL CALL BACK IN 10 MIN. NEVER HAPPENED AND AFTER AN HOUR CALLED AGAIN. WAS TOLD THAT SHE WAS TIED UP AND GOT KEMO. EVERYTHING ON THE PROMOTION WAS NO LONGER AVAILABLE. ON THE SAME DAY? NOW THE EQUIPMENT WAS $100 THE PRICE FOR SERVICE IS $40 .S/H STILL SAME . BUT NOW NO LONGER VISA GIFT CARD FOR CHANGING INTERNET COMPANIES. ARGURED AND THEN WHEN TO SUPERVISOR CAME BACK AND ASKED FOR CREDIT CARD? FOR WHAT? THEN SAYS WILL UNDERSTAND IF NOT INTERESTED IN SERVICE BECAUSE OF NOT RECEIVING VISA CARD FOR $100. THEN HE CHECKED HIS OTHER SCREEN AND FOUND THE PRICE OF $19.95 PER MONTH FOR DSL. STAYED ON THE PHONE 2 HRS PLUS. WAS GIVEN A ORDER NUMBER AND TECH SUPPORT NUMBER. TO CALL IN 24 HRS. TODAY 24HRS. UP. CALLED THE TECH SUPPORT AND THE NUMBER WAS FOR MEDICAL SOMETHING?SPOKE WITH FERNANDO AND WAS TOLD THAT NO ORDER WAS PROCESSED NOT UNDER NAME OR CELL NUMBER. FERNANDO WANTED TO TAKE AN APPLICATION (lol). ASKED HIM FOR A SUPERVISOR TO COMPLAIN? AND TOLD HE COULD DO IT. WHAT'S YOUR POSITION? SAYS REP. FUNNY BECAUSE THE TENSION OF THE ORDER PROCESS IS ON VIDEO. THE TIME SPENT NOW AT LEAST I AND MY HUSBAND ARE NOT BOUND AND IN CHAINS CHAINED TO ATT. THANK GOD!

Ka
  17th of Dec, 2010
Agree Disagree 0 Votes

We found that our ATT DSL never worked as advertised and cancelled it yesterday. They said they would cancel the service (we had completed our contact) but that we would have to pay for an additional month of service ($99.00). This seems like such a rip off. We had everything disconnected a few days ago and will not be using ATT's DSL ever again. What right do they have to bill us for service we do not want and are not using?

As
  26th of Jan, 2011
Agree Disagree 0 Votes

my dsnl is not work pleas cheak it and internet cant open the page

As
  26th of Jan, 2011
Agree Disagree 0 Votes

my internet is not working pleas cheak it

As
  26th of Jan, 2011
Agree Disagree 0 Votes

my internet is not working cheak it

As
  26th of Jan, 2011
Agree Disagree 0 Votes

bad internet

Do
  14th of Mar, 2011
Agree Disagree 0 Votes

AT&T DSL services w/o phone is really bad, They are supossed give me 6MBpS (i paid for that ) and most all the time is close to 1 MBpS. Custumer services is terrible. I'm wait for finish my 1 year contract, they will not got a penny from me, !!!

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