sbc and AT&T once again deliver horrible customer service

Started on 2/6/2008 just wanted to Add a fax line, that's all??? Said would cost approx $62.xx monthly fee would be $13.75 + tax. The first technician came on 2/6/2008 worthless, totally. Did not want to install the fax line on the 2nd flr where the customer wanted it, said cannot? Insisted has to go in the basement where there is already an existing line just move it over to middle of the room out of the corner of the basement. After two months still not working correctly. The fax line # is (314)-664-1343. When faxed docs out shows the home ph # which do not want on the docs. The wrong # keyed in the black boxes all technicians have??? This is a privacy issue??? Hello? No AT&T has added additional charges on my bill??? WHY? Monthly bill was only $85.00 a month now showing $403.53 how could this be? Install added fax line $62.75 + tax I was advised and the monthly fee would only be $13.62 + tax. Now the service is off??? I have been trying to get this issue resolved and every time I call I get transferred back and forth from the tech support dept. to the billing dept. and get no where??? The 2nd tech shows up, was nice did not program correct # in his box so fax # shows up on docs? 664-1343 or it wasn't ever installed correctly to start with??? The 3rd tech shows up, did not ever address the issue as to why he was here, but instead more interested in impressing his manager??? He installed a box on the outside of the house without any authorization, drilled hoes in the foundation, then proceeds to tell me I have to pay for any wires installed on the interior of the house. Excuse me why are you here. He also; unplug the fax machines to do this without permission and I had to reset the fax machine again??? The 4th tech came fixed the jack on the 2nd flr which the 1st techinician tore from the wall and loosened two of the wires which is why fax did not work to start with. The 1st tech did not want to be here. He kept insisting he needed to be at the next job. Said would not be able to install the fax line on the 2nd flr no wires. Has to go in the basement. Ran extended wire over to middle of the basement from existing wire/jack to apply to the fax machine. He still did not program in his black box the correct fax # 664-1343 so the home ph # showing up on the faxes sent out. Still not able to receive faxes only able to send out after the /2nd3rd guy was here. Still not able to get resolved??? They are still trying to charge me for all of the visits they made evn though it was because of their incompetence. Now my phone isnt working...fax not working. This is ridiculous.

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I just want to say that I feel your pain. I applied for new service on line in mid august for a move in and connect service on the 28th. It LITERALLY took 25 times on line with technicians to get the order in! Next, they connected the service 10 days early and began billing me! Further, I had repeated issue after issue. I have spent 1000 minutes on my mobile phone in 3 weeks time going through issue after issue! They promise and promise and then turn around and pull a fast one on you everytime you turn around! I finally just disconnected my services today after the last 2 hour customer service call. I absolutely will never use AT&T again. I had them 3 weeks and it was pure HE__! I can not warn consumers enough to stay away!

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THEIR SERVICE TO LOYAL CUSTOMERS IS HORRIBLE!

A LETTER AND EMAIL I SENT TO THEM TODAY:

January 5, 2009

AT&T Internet Services

PO Box 2203

San Ramon, CA 94583

CC: AT&T Customer Service

AT&T Headquarters

This is a letter to complain about the apparent policy of refusal of AT&T to replace my defective SpeedStream 5100 modem, supplied to me when I subscribed to my sbcglobal.net DSL service.

I have been a customer of the company for the last 9+ years, with around half using DSL, as soon as it became available in our area!

When talking with Technical Help today, for probably the tenth time over the years concerning the same issue, I explained that I have to recycle my modem at least once a day, and often several times a day, due to it losing its signal which cuts my internet service.

At least twice in the past, a technician has come to our home and checked the physical line - it is not the problem.

Considering this problem is a FAQ with technical help, there obviously is a defect in the modem itself.

After spending even more time listening to Technical Help talking around the problem on the phone AGAIN, a supervisor finally agreed to replace the modem, but ONLY IF I AGREED TO REMAIN WITH AT&T FOR OUR INTERNET SERVICE FOR AT LEAST ONE MORE YEAR after being a customer for almost 10 years!!!!!

Besides being so irresponsible that your company refuses to replace obviously defective equipment, now your policy is apparently to use EXTORTION to correct your own defective system!

I am switching our internet service to our cable company (not AT&T) next week. I am also looking into changing our phone service from AT&T to an internet based system, now that I will have a reliable internet connection.

I will also be posting on every blog and review website I can find about your horrible treatment of loyal customers - unfortunately for your company you don't have a monopoly on any these markets :)

Adios!

XXXX XXXXX

XXXXXXXX, TX