Tag: I hate AT&T

For the past couple of years, we’ve had AT&T for high-speed Internet and phone. A week ago, Mr. Sandwich called to transfer our account to the new house. They said we’d have phone service on Tuesday and Internet on Thursday. Well, the phone works, but it’s after 9 p.m. on Friday and I’m typing this in a Starbucks. Because we don’t have DSL.

After trying to figure out what might be wrong, Mr. Sandwich called AT&T just before noon today. They gave him a case number and said they’d do some diagnostic things and would call back by 1:30.

At 3, I called them. In fact, I called them three times, talking to six different people in exchanges lasting over an hour in total. Most of that was spent on hold. What became clear was this: Sales has the order as completed yesterday. The DSL Maintenance group couldn’t find any record of DSL in our account. And DSL Provisioning…well, I don’t know what they think. When Mr. Sandwich got back from the apartment walkthrough, I had just reached the point of throwing the phone across the couch, because they told me that they couldn’t do anything about it before Monday.

Their error, we’re paying for it, and the best they can do is Monday.

Mr. Sandwich then called and spent 24 minutes on the phone before being disconnected. Then he spent another 1:10 on the phone. Then we realized the phone was losing its charge and had to put it on the cradle while we waited for a call back.

This time, someone actually did call back, for another 15-20 minute phone call.

And after all of this, maybe something will happen on Monday.

Up until today, we’d had good experiences with them. But this is the worst example of customer service I’ve ever encountered. I am ready to go to war. Because I hate AT&T.