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Internet Provider reviews in Milwaukee
The ...MoreRead more of this review service man arrived on time and checked out all the equipment. After determining what the problems were - yes, there were was more than one - he replaced faulty equipment and fixed a problem on the outside box.
On November 1: I placed an online order for new service (U-verse Voice Unlimited and High Speed Internet , with customer self-installation for a total monthly price of $54.95 (“$31.05 Monthly Savings, no installation fees mentioned in my confirmation, which ...MoreRead more of this review I printed). While placing the order, I maintained a live chat with “ N” (he did not offer an ID number), who told me that if I completed my online order that day he would offer me a $100 reward card to offset the price of the internet equipment (It costs $100 for the "gateway"). So, I completed the order. Later that night, I received an email from AT&T stating that my order could not be processed because “service already exists at the address you provided”. The email specified that my order would be cancelled automatically if I did not respond within 10 days. I responded within ten days.
On November 4, 5, or 6 (unsure which day exactly) I spoke with an AT&T representative who created a “case” to figure out the problem, which we both assumed had something to do with the fact that I live in the lower unit of a duplex (I own it) and the tenant in the upper unit already has AT&T service. She advised me to call and check on the case the following week.
On November 11 I spent over five hours of my day on the phone and chatting with various people at AT&T with no final resolution. First I spoke with “Ms. ” who told me that the address was not the issue but that I would have to cancel my current DSL service (through TDS) and have it actually disconnected before I could even setup an appointment to begin
AT&T service. I asked to speak with a manager about this and was subsequently put on hold for 10 minutes before being disconnected. I called back and spoke with a supervisor named B-----. He assured me that my order would be handled as promised originally by on November 1, told me thatI should call TDS to get a disconnect order in, and that he would assign my order specifically to Crystal Y----- and gave me an account number. He told me that Crystal would watch for the disconnect order and call me within an hour. I provided both my home phone number and a cell phone number. When I called TDS, I was told that the lines are owned by AT&T and that AT&T would only need to “recondition the lines to accommodate U-verse” and that this would save me from going without service for six days. I then called AT&T to speak with either Brown or Crystal Young, but could reach neither of them, because did not provide me with either an ID number or direct extension for either of them (and how was I supposed to know I needed an ID number rather than just a name and my account number?). I spoke with another AT&T representative ( ) who was very kind and tried to help, but told me that TDS gave me the wrong information. I called TDS back and was told this is an issue they are currently experiencing with AT&T and that only supervisors at AT&T would know how to handle it, so TDS offered to call a supervisor at AT&T to handle it. Shortly thereafter I received a call from Crystal Y----- on my cell phone, which has very poor reception in my home and so the call was dropped. She did not attempt to call my main phone line, which I had given as a contact number. She did leave a message on my cell phone but did not leave her ID# nor a call back number. Later that day I received an email stating that my order has shipped (the gateway).
On November 12 my order summary (or a summary of an order SOMEONE placed in my name in place of my original order) became available through an email link. The “order status details” show a $99 charge for “Installation of AT&T U-verse Internet” and “AT&T U-verse Voice Unlimited Install”, neither of which were indicated in my original order (I still have a PDF file of my original AT&T order), and which should not have been there since I selected the self-install option.
When I called back to clarify, yet another supervisor (I had learned to ask for a supervisor by now) told me that self-installation was not available when landline was included (contrary to my successfully placed order originally). Well, he didn't know why "it" would have let me order it that way, and he was sorry if another representative had misinformed me. He refused to give his employee ID# or a call-back direct number. He wanted to be unaccountable like everyone else.
This does not even cover all of the contacts I had with various employees and supervisors at AT&T. Each one promised something different and apologized for the errors of the ones I spoke to before them. AT&T has a system that is cleverly designed to dupe and defeat the customer, who I'm sure, in many cases, simply gives up or fails to notice improper charges on their bill.
It is a classic BAIT AND SWITCH. One person will promise you the world to get you to complete that order. Whatever they promise you, nobody will be held to keeping that promise. The system is set up so that they can get away with lying and make it look like mistakes. You will not be able to ever reach the people who made those mistakes again because there is just one number to call, and any one of their reps across the nation may answer that call without the ability to transfer you. If you are savvy enough to get someone's ID# so you CAN (in theory) call them back, have fun talking to their voicemail only.
I did get a robo-call for a satisfaction survey. I only know because it talked into my voicemail on my home phone (so they DO have the number!), but of course left no instructions for calling back to take the survey.
Sadly, we wanted this product enough that we endured all of this in order to get it. There is only one other company offering the service in the area and their customer reviews are just as bad.
If you can live without AT&T, I highly, HIGHLY encourage you to do so.
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