Complaint Review: A T & T - Berkley Hts New Jersey

We moved into a new flat on Feb 23. We opted for Qwest for our phone and DSL service. After they lost our DSL order, then took a week to get us a modem, 2 more days to connect our service, screwed up our bill, and then accidentally disconnected our service, we decided to change to AT&T. If we only knew.... They were very nice taking our order, made it all sound very simple. We waited and waited... 2 weeks later our phone service was changed... waited some more with several phone calls to very unhelpful people in another country who kept telling us our modem would arrive in 2 days, then resorted to telling us we were LYING about the date we ordered service. Finally, one month later the modem arrived. My husband hooked it up, got it running and all was fine... except we could only stay online for 1 minute at a time. The lease on the IP address expired after a minute and didn't automatically refresh. At this point in the story I should add that my husband is a network administrator, and used to own a rural internet service. He called customer service/tech support, waited ~30 minutes to get a live person, was transferred 3 times and told to do numerous things which made no sense. Eventually he got it running by uninstalling all of their software and spent about 1 hour online that night. The next morning I got up and went to check my email... you guessed it - I couln't go anywhere. No connection at all. He called them back when he got up and got the same run around. Eventually the tech support person told him the problem was with HIS COMPUTER! (Funny how it's worked with all other services). The customer service agents and tech support people throughout the company have been unhelpful and rude. We disconnected out DSL that day, called the cable company, they came out 2 days later, hooked us up and we've been running fine for 2 weeks. It only took 2 months... I would love to find a way to get someone at the company to acknowledge that there is a problem, that perhaps the customer service is lacking and there is no feeling of responsibility to the customer.

ok, first of all, if you are choosing to go back to aol, you are not helping yourself any. second, anyone that needs to send you a disc to connect to their internet service is not going to have tech support woth a crap. i know this because i used to be in the field, and we were told that by industry standard, we should have callers off the phone in under 2 minutes. even if we had to lie and refer them to microsoft. this is the kind of service you always get with a dial up. and if you think you are better off with aoHELL, think again. these people will force updates and downloads. they will write themselves in to your root directory, and you will need a degree in computer science to get them off. they will screw your checking account like a fifteen in the backseat, and then tell you you agreed to it. if you ask for a refund of this, they will deny they did it and refuse it for 6 months, the whole time doing it again. if you wish to have trully reliable service, contact your local cable or dsl provider. they can usually get you hooked up for about the same or less than AOhell, and besides, even if you 10 bucks more a month, the security of knowing you're the only one in your computer, the mind numbing speed as compared to dial up, and the over all customer service are worth the extra pennies. try it you'll see.

They filed the following rebuttal to the above Rip-Off Report: Their email: [email protected] Their name: Retha Sellers Their relationship to the company: Supporter Rebuttal: It is really a shame that you have had a very bad experience with ATT 7/7 plan. It sounds like the customer service representatives you have spoken did no know what the problem was and didn't go out of their way to make sure that you received the proper help. My experience has been positive. I have been using ATT 7/7 plan for about a year now and have been very pleased with the service. I too had a problem loading the ATT disk the first time, but I had a technician who helped. He said there were problems with some areas getting through to the sign up number the regular route. He had me set up a number for my system to dial before it dialed the sign up number. By going through this way, there was no problem getting through. My friend also had a problem and had to go through this same way. I've been pleased with the on-line support so far also. There's no waiting on hold for someone to help. You're talking with someone on -line right away. If you had received the proper help from the first ATT technician, I think you would have been pleased with ATT 7/7 plan. Why not give someone else a call and tell them about the solution someone gave me and give it another try. The $7.00 a month sure is a lot cheaper than any other service I've tried. Good luck.