Quote:I did try Uverse a while back because AT&T told us that they could get us speeds close to what we were seeing at the time with cable. I agreed to give them a run, and the promised speed vs. what I was actually seeing with the speed tests were off by about 80%. When I called AT&T, they said it must be an external wiring issue, so they sent a tech out. Prior to his arrival, AT&T confirmed that all of the necessary hardware to support the higher speeds had been installed and that it was available in our area. The tech checked the lines at the house (fine), and at the box (fine). He told me he was going to check the main box for the entire area and that he'd be gone about 20 minutes. He came back after checking it and said that while the hardware had indeed been installed, it had not yet been configured. There wasn't even a work order to do so, so it was going to be several months before anything close to what we'd been promised was going to be a possibility.
I called AT&T, asked them where I could ship my equipment because we weren't taking the service, and we were done with them...or so we thought. We confirmed cancellation and returned the modem. But, they kept billing us for the service. This went on for nearly 6 months where we'd get a bill, and they were continuing to tack the internet service fees on. They had the audacity to start sending us late notices because we refused to pay that portion of the bill. Every time we'd talk to someone at AT&T, they'd be polite and tell us it was handled, and then the next bill would come, and it wasn't. We finally got in touch with a supervisor who seemed to have at least some authority to make the necessary changes. She did her part and they stopped adding to our bill, but AT&T didn't remove the erroneous charges. It just sat there on our bill every month. Again, we called and demanded it be removed. Finally a clerk told us that unless we could prove that we didn't use the service, we were on the hook for the amount specified (which was now hovering around $300!).
This almost mirrors my experience. The internet would constantly shut off until I call sit on the line and threaten to cancel. Twice in non concurrent months I've gotten modem rental fees though I never rented anything from them, "we're sorry, we will credit it to your next bill." They claimed to have sent somebody over to my house, charged me $50, even though I said no when they asked if I would like someone to come over, I didn't get it credited back to me until two months later.
Their customer service amounts to waiting 30 minutes for someone to suggest you unplug the modem and plug it back up. Though of course asking for the cancellation department, not once, not twice, but five times got the internet working within a couple minutes, even when in some instances it was off for over a day.
