This is an incredibly frustrating post to write, but I am so tired of being suckered by the terrible systems at large telecommunications companies that I cannot NOT share the recent incredibly frustrating experience I had with both AT&T (not my first time being completely raped financially by them) and Comcast, so other consumers will heed caution when selecting their services in the future. What started with a simple need to set up internet at my new office, ended up with a $4,08.42 cell phone bill.
Here’s where it all started….
Recently I relocated from Atlanta to St. Augustine, Florida and if moving itself weren’t incredibly frustrating being 8 months pregnant, dealing with the companies we use on a daily basis to function in our daily lives makes moving the ultimate pits.
Two weeks before our move to Florida I called AT&T to transfer our Uverse internet service to our new address in Florida. I had been pretty happy with the service and have been an AT&T customer since I bought my first Nokia cell phone in a Walmart kiosk in 1999. I’ve never switched since. Unfortunately when I called, the customer service rep notified me that Uverse was not available in our neighborhood and that I had to get basic DSL. I run a magazine and web publishing company and slow internet just isn’t acceptable. So, I kindly told the rep that I wanted to do research on other options before I opted for DSL and just planned to close our Uverse account.
After seeking recommendations from friends, I called Comcast to find out about their home internet options and was pleased to find much faster options available in our neighborhood. Winning! Not so fast. The customer service rep at Comcast then told me that because our house was new construction it was not in their system and she couldn’t sign us up until they verified our address. So… she told me she entered a ticket into their system for their tech people (or whoever) to “check my wires” or “verify my address” and that I would hear back from them within 3 to 5 days to sign me up and schedule and installation. She gave me a case number of #018182308 Five days later… still no call, so I recalled Comcast to check in and a second customer service rep told me that even though both of my neighbors on the right and left of our new house used Comcast, the address had yet to be verified or checked and that…. “I should hear from them in 3 to 5 days.” So I continued to wait.
Fast forward to moving day as my husband is unpacking our moving van, I find myself on the phone with Comcast yet again to see if I can sign up for their internet. Today, this customer service rep tells me that our address STILL has not been verified and that she cannot sign me up until it is. I STRESS to her how important it is that I get internet fast and she tells me that she’s “escalated the case” and sent to her manager to hopefully push through faster. So, I wait.
And then I get antsy. I start tweeting @comcastcares on October 3, 2013 and explain the frustration.. I send my case number and get a response that corporate will call me. Corporate calls me twice to follow up on my Twitter complaint but I am never able to connect with the customer rep from Comcast corporate when I call them back and leave messages each time. I tweet them again on October 7th with an update that I’ve still received no word and again… nothing.
I see Comcast van after Comcast van run through my neighborhood… I stop them, ask if they’re coming to my house… nope. Nothing. No word STILL TO DATE from Comcast home internet to follow up on my original case and install new internet. Terrible business practice right?
At this point, I still have no internet and I NEED to start work again! So, in desperation… I began to tether my internet from my ipad to my computer in my office so I can do basic email work and I call back AT&T to set up basic DSL. AT&T signs up me and schedules my internet installation for a week later. During this time I continue to tether my wi-fi internet from my ipad to be able to work.
Our cell phone service is a corporate account where we have 6 cell lines for our company. We have one of those “unlimited” plans they jargon about, but unlimited is a LIMTED term. We actually have unlimited Voice and Text…. not data usage. An expensive reality I’ve had to come to terms with as you’ll see below.
A week later, AT&T arrives to install our internet, but because the wires they originally buried in our neighborhood that run from our house to the main AT&T box on the street had been damaged, the installation technician cannot connect our house with the original wire….he has to run a new wire along the street to the main AT&T box and submit a request for AT&T to return to our house and rebury the main wire under both ours and our neighbors driveway. So, he leaves us with internet and a wire running down the street. Fine.
A week later a new technician that has been assigned to re-run/bury the main wire from our house to the AT&T box on our street (so we no longer have a wire running on the street for kids to trip on and for it to become damaged by cars, lawn mowers, etc) arrives at 9am in the morning and proceeds to connect the wire in our house to the broken wire that is already buried and leaves. WTF. That is the complete opposite of what he was supposed to do. So, as a result of this… I have no internet again!
I go back to tethering my ipad internet to my computer and call AT&T to explain that now my internet is not working…..for obvious reasons and the customer service rep schedules a repair technician to come out to my house…. one week later.
So, in order to work, I continue to tether my internet from my ipad to my computer. Do you see a trend here?
One week later another repair technician returns to fix the problem only to tell me the VERY SAME THING the original installation technician told me and that was… “because the wires they originally buried in my neighborhood that run from our house to the main AT&T box on the street have been damaged, the installation technician cannot connect our house with the original wire….he has to run a new wire along the street to the main AT&T box and submit a request for AT&T to return to our house and rebury the main wire under the driveways.”
So…. she does just this, reconnects me to the internet and leaves with a wire across our driveways (ours and our neighbors) and assures me that AT&T will return to bury those wires… the right way. A few days later the same AT&T tech who connected my wires to the old, damaged wires arrives at my house to do the job correctly now…. only he cannot because it’s garbage day… we’ve just moved so we have A LOT of debris set out by the street and it’s covering where he has to dig to repair the wire. He explains this to me and tells me he will return tomorrow to complete the fix.
To date…AT&T has STILL NOT RETURNED TO BURY THE WIRE and COMCAST HOME INTERNET HAS YET TO CALL ME TO INSTALL INTERNET ON MY STILL PENDING TICKET.
During this time, I realize that AT&T DSL internet is NOT fast enough for me to work the way I need to. My company uses virtual online servers and syncing all of our company data on internet that has only 6mbps of download and 1.5mbps of upload speed is like working in reverse. So, in frustration, in October 21st I start to research other internet options available to me… and low and hold I come across Comcast Business Internet and Phone services that have speeds up to 100mbps…. so I call them.
AT this point, I am desperate for a better solution so I sign up for the $150 a month packages that gives me the fastest internet possible (works great!) and phone (which I don’t need, but they still give me). This time the customer service rep tells me again, that my address needs to be verified, but she’s going to send me all the paperwork to sign and then call me back in 3 to 5 days to schedule my installation after my address has been verified. Here we go again! But, I guess when you sign up for the mamma – jamma – most – expensive – internet – you’ve – ever – paid – for – in – your – life ….. they bump your request right to the front of the line, because as soon as I signed that paperwork, three days later my address was verified and a week later my new, super fast internet was installed. That was last Thursday, October 31, 2013. Over a month after I began the hunt for new internet.
During this entire time, while I was waiting for either Comcast or AT&T to install our internet and while I was waiting for AT&T to repair the new internet they had just installed for us…. I had been using the wireless hotspot on my ipad to access internet on my desktop computer. BIG MISTAKE.
Last monday, I opened up my company AT&T Cell Phone bill to see a grand total of charges for the last month of $4,080.42!!!!!!!! All the time I had been tethering my internet because of the drama I had between Comcast and AT&T I had racked up $4,000 in data usage charges. I. Can’t. Win. I feel defeated after this entire process but I will not back down in my quest to get resolution from all of this.
I acknowledge and accept full responsibility that I used the services provided for me by AT&T Cellular Service to tether my ipad internet to my computer periodically during the month of October 2013…. however I did so because of the negligence of both AT&T and Comcast….. and for that I do not believe I should be responsible for the entire amount.
It’s companies like these that make it absolutely ridiculous to get anything done because of their ill organization systems and lack of communication across their teams. Here, I was trying to do my due diligence way in advance of our move and because both AT&T and Comcast have holes in their system… I have to pay $4,000 because of it. Not to mention the two internet services I now have set up at my house totaling about $200 a month.
I have called AT&T customer service with no success at reducing this bill or even an offer to break up payments! Here’s something AT&T and Comcast should both know… I will not stop until this is taken care of. I have been a customer of AT&T since 2001 and will not simply fork over $4,080.42 because of your terrible customer service and systems. I will tweet, facebook, blog, go to the local newspapers, local tv stations, complain to the FCC and call President Obama himself if I have to until I get the solution I deserve.
My contact information is below….
Phone number is 770-595-6911
AT&T cell phone account number: 287241346489
AT&T DSL Account number: 90481999596370566
Comcast original case number: #018182308
I expect a call from both Comcast and AT&T to resolve this situation.
Status to date…
11.9.13 – no word from either companies.
11.12.13 – AT&T called and reduced my bill by $500. The customer service rep said she could not justify any more of a reduction because I received text messages stating that I was nearing my limit and/or went over. I did NOT receive a text message for every time they added an additional gig to my account for $15 each… furthermore. AT&T should not be authorized to automatically add gigs to my account. They should shut my service down and make me call to acknowledge the new charges… especially when they total $4,080.42!!
12.2.13 – AT&T reduced my bill an additional $500 and I paid off the remaining balance… read more on why here: http://www.heathervreeland.com/2013/12/why-i-chose-to-pay-att-and-not-fight-the-data-overage-charges/