Entries Tagged as 'Digital Subscriber Line (DSL)'

AT&T, the company we love to hate.

On May 2nd AT&T will implement usage caps for all their DSL and U-Verse.

ADSL customer will be allowed 150GB per month, and VDSL (U-Verse) customer will be allowed 250GB per month. There’s vague language about exceeding the caps incurring a $10 fee for every additional 50GB used. And I say vague because it seems somewhat discretionary.

AT&T stated that only 2% of their customer would be effected by the changed in the terms of service imposing the new caps (that seems to be what AT&T always says, but if only 2% are effected it would seem that they are going to a great deal of trouble to address a non-issue).

AT&T will provide tools for monitoring usage, as well as pro-actively alert customers when there usage approaches the caps.

Using a notification structure similar to our new wireless data plans, we’ll proactively notify customers when they exceed 65%, 90% and 100% of the monthly usage allowance.

We are committed to providing a great experience for all of our Internet customers. We will communicate early and often with these customers so they are well aware of their options before they incur any additional usage charges. Importantly, we are not reducing the speeds, terminating service or limiting available data like some others in the industry.

And while AT&T insists that this change is only to deter the bandwidth hogs — one has to ask the question, what about people who just want to watch Netflix (or other streaming video) every night… are they “hogs” or just using their internet service in a manner that AT&T originally committed to them they would be able to.

To me this is yet another case of bait and switch where American big-business does as they want.

I certainly have no love or allegiance to AT&T — and I will be happy to jump ship the moment something better comes along; and something better always comes along.

Originally posted 2011-03-24 02:00:09.

AT&T Provides Exceptionally BAD Customer Service

Yesterday morning (and well into the afternoon) I spent over two and one-half hours on the phone with AT&T trying to resolve an issue with a “$50 Cash Back”.

First I call the customer service phone number on my bill; and was quickly told I’d have to resolve it online since it related to an online order.

Then I brought up a chat window with online customer service, who was quick to tell me I needed to call the rewards center (which I did was I was chatting with them — and left the chat open exchanging information slowly).

With the rewards center I talked with a useless individual who transferred me to a supervisor who was actually some what helpful; but she told me I had to go through customer service and have the rewards center conferenced in (they apparently can’t access customer records, nor can they make outbound calls).

So I called back customer service, spoke to an individual who wanted to help — but wouldn’t transfer me to a supervisor; determined I need to talk to the rewards center (duh — that’s what I told him — I needed to be conferenced in to the rewards center with a supervisor)… he transferred me to the rewards center (main number) and hung up… so I talked with a rewards center person, and was again transferred to the same supervisor (who told me again there was nothing she could do — and I pointed out that I had done EXACTLY as she ask, and again AT&T had incompetency was the issue).

She transferred me back to customer service — which turned out to be more of a hassle since it was a different office, and I had to enter all my account information.  The person I spoke with was EXTREMELY rude, and the supervisor she transferred me to was an absolute BITCH (trying to play the power game).

I then called back to customer service, was transferred to a supervisor, who did conference into the rewards center and then got an absolute BITCH there.

After that (and noting all their names and operator IDs — at least the operator IDs of the ones that would actually provide them to me) I decide to just call and go through the complaints process…

I explained the whole thing to the woman, she read over the notes; ask me a few questions, and then just said “How ’bout I just credit your account $50 and put this issue to rest”.

It took her less than five minutes to understand the previous two and a half hour nightmare with AT&T individuals who were for the most part in a hurry to say NO, tell me I didn’t know what I was talking about, or tell me I needed to talk to someone else…

And all of this is a result of AT&T designing a system of rebates / credits / incentives that is difficult for an individual to navigate through and redeem… after all, they don’t really want you to get the money, they just want to defraud you.

HORRIBLE company (yeah — I already knew that)… and certainly AT&T doesn’t do anything to retain customers…

I’m already making plans to change my Internet provider as soon as I get the credits for the other promotions.

As far as I’m concerned, if I have to deal with crappy customer service, I’ll just play the providers against each other and maximize my savings.

All I can say is…

Just say NO!

Originally posted 2009-08-04 01:00:18.

AT&T, the death of Netflix

On 2 May 2011 AT&T will implement usage surcharges for their high speed internet services.  DSL customer will have 150GB included with their package, and U-Verse customer will have 250 GB included with their package.

AT&T maintains that only 2% of their customers will be effected…

As I’ve said before, if only 2% of the customer are going to be effected, AT&T wouldn’t take any action —  it’s easy to see that AT&T is doing this because they feel this is a way to produce a larger revenue stream for a service they previously advertised and sold to be “unlimited” — so you can view this as nothing short of radically changing the service after the fact, and charging more for less (remember, AT&T just raised their rates).

The effect of this type of cap is that if you used your internet service to watch movies, you’d better be careful — you won’t even be able to watch one per day; you’ll have to worry about watching one HD movie every Friday, Saturday, and Sunday.

I personally have always felt AT&T was a horrible company, and certainly from my view point it reenforces that view every day with actions like this.

 

Monthly Activity 150 GB 250 GB
Send/receive one page emails 10,000 emails

-and-

10,000 emails

-and-

Download/upload a medium resolution photo to social media site like Facebook 3,000 photos

-and-

4,000 photos

-and-

MP3 Songs downloaded 2,000 songs

-and-

3,000 songs

-and-

Stream a one-minute YouTube video (standard quality) 5,000 views

-and-

5,000 views

-and-

Watch hour-long TV Shows (high quality) 100 shows

-and –

200 shows

-and –

Stream full length movies (Standard Definition: SD; High Definition: HD) 20 SD or 10 HD movies 25 SD or 13 HD movies

Usage examples are estimates based on typical file sizes and/or duration of file transfer or streaming event.

http://www.att.com/internet-usage

Originally posted 2011-03-31 02:00:25.