Fashion

[Mindy D]

I have had AT&T High Speed DSL for years. Over the past three months it starts to slow down around 6:00 P.M. And then goes out for most of the evening, coming back up the following day, usually around 11:00 A.M. For some days I have had no internet. I spoke with ATT internet and for December and January they confirmed an outage in my area, and they would be resolving this issue. The problem went away for a few days and it is back. I am sick of it. I have tried calling some other providers and I have done everything inside my house to ensure the problem is not with my equipment-phones with no filter, bad filter, etc. Anyone else have internet problems?

[phoenixbrd]

Yes, I continually have problems with AT&T and pay $200/month for their services.

[dooBdoo]

Mindy D, I don't have problems with my Xfinity connection. I don't know where you live, but it might be a local problem and it's possible AT&T is "throttling" your service at times.

You're paying for a certain level of service and if AT&T isn't providing it they owe you a refund for every downtime episode.

We seldom have outages here, but I call when we do and they refund the charges for the time without service.

In addition, AT&T needs to fix the problem instead of allowing it to continue. By now they should have made at least one visit to your home to troubleshoot for you. This is their responsibility.

Are you contacting them to make a report on record for each outage? This is unacceptable, and your provider needs to know this.

[Venezia]

I live in an area with Fairpoint as our ISP and we've been having the same problem for months now. I can almost predict that around 4:45 p.m. (when people are getting home or kids are logging on) that our Internet connection will go out and often be out for hours.

A few days ago, it went out at that time and we didn't get it back until the following day. It's happening way too often now.

We're just planning to switch to a different provider. I was interested though to see this topic. Congress is working on a bill that would make Internet service a utility. The aim is to ensure that everyone has the same Internet speed; not just those who can afford to pay a much higher rate.

ETA: dooBdoo - you make a good point about noting each outage and reporting it. I admit I've just been too busy and too fed up to bother, but I'll start that immediately. I have reported it in the past, but since Fairpoint's workers in my state have been on strike since October, it's difficult to even get through to their office.

[Mindy D]

They try to intimidate when you call by saying that if they have to come inside the service call will be some ridiculous price. After a long drawn out call, call back cycle,they finally have what they refer to as their Escalation Specialist take the phone and then they agree to check for an outage. This is after I have to perform feats of contortion suitable for Las Vegas, bending and climbing in back of all my desks and cabinets to check connections-the same connections I checked the last time, mind you, and then they agree to check for an outage, with Mr. Escalation Specialist giving the go ahead for the check. Then the phone is switched back to the original support person, who then runs the check. When the outage is found, the support person refers it to their "Engineers" who then check the data and then the support person gives me a time in which the problem will be solved. I do think I might be throttled, but no one at AT&T tells me so. Anyway, here I go again. BTW, I tried calling Xfinity to find out about their plans, but their phone answering system prompts never let me speak to a human. I tried three times. If their customer service is so bad, before I even hire them, I know they will be a big problem. At least AT&T is reachable and has courteous support. I surely don't want to go from the fire to the frying pan.

[dooBdoo]

No one's customer service is perfect, most of them are far from it. I've had fairly good experience with Comcast (but it's on the decline in the past year) and terrible customer service from AT&T (my iPhone service provider).

A few things to think about:

Always ask for "Retention Services" when you call. They tend to have more access to getting things done.

Use a site like Speedtest.net to compare the speed you're getting with the speed you're paying for. Most of the providers also have their own test site, just search for [provider name] speed test.

Keep a record of the complaints and downtimes and demand refunds. You're paying a pretty penny for every minute of the service, and you're being cheated when the service isn't there.

Tell the provider you're going to file a complaint with the FTC, and then do so. Not only can it help with your situation, it also helps others using the same provider: https://www.ftccomplaintassistant.gov/#crnt&panel1-1

[Venezia]

dooBdoo - all good advice and just at the time I need it! I'll be doing what you suggested. Thanks.

[Venezia]

On 2/9/2015 Mindy D said:

They try to intimidate when you call by saying that if they have to come inside the service call will be some ridiculous price. After a long drawn out call, call back cycle,they finally have what they refer to as their Escalation Specialist take the phone and then they agree to check for an outage. This is after I have to perform feats of contortion suitable for Las Vegas, bending and climbing in back of all my desks and cabinets to check connections-the same connections I checked the last time, mind you, and then they agree to check for an outage, with Mr. Escalation Specialist giving the go ahead for the check. Then the phone is switched back to the original support person, who then runs the check. When the outage is found, the support person refers it to their "Engineers" who then check the data and then the support person gives me a time in which the problem will be solved. I do think I might be throttled, but no one at AT&T tells me so. Anyway, here I go again. BTW, I tried calling Xfinity to find out about their plans, but their phone answering system prompts never let me speak to a human. I tried three times. If their customer service is so bad, before I even hire them, I know they will be a big problem. At least AT&T is reachable and has courteous support. I surely don't want to go from the fire to the frying pan.

I've been looking at possible alternative providers in the past week and I read a lot of bad reviews about Xfinity, so I crossed them off the list immediately. As you say, no point going from the frying pan into the fire.

[dooBdoo]

On 2/9/2015 Venezia said:

dooBdoo - all good advice and just at the time I need it! I'll be doing what you suggested. Thanks.

You're welcome, Venezia! I'm sorry you and Mindy D are having these problems. It's a shame we have to put in so much time and effort when these things happen. I wish you both the best.

[Gerdane]

On 2/9/2015 dooBdoo said:

No one's customer service is perfect, most of them are far from it. I've had fairly good experience with Comcast (but it's on the decline in the past year) and terrible customer service from AT&T (my iPhone service provider).

A few things to think about:

Always ask for "Retention Services" when you call. They tend to have more access to getting things done.

Use a site like Speedtest.net to compare the speed you're getting with the speed you're paying for. Most of the providers also have their own test site, just search for [provider name] speed test.

Keep a record of the complaints and downtimes and demand refunds. You're paying a pretty penny for every minute of the service, and you're being cheated when the service isn't there.

Tell the provider you're going to file a complaint with the FTC, and then do so. Not only can it help with your situation, it also helps others using the same provider: https://www.ftccomplaintassistant.gov/#crnt&panel1-1

STAY AWAY from AT&T!!!!!!! Also, speaking to a retention specialist has got me NOWHERE. I've done it three times in the last 4 months and it hasn't done any good. In fact, when I last spoke with them 2 weeks ago, I asked to be transferred to a supervisor or to their "loyalty department" to assist in getting my bill corrected and was now told it is their policy to transfer to a supervisor if i am canceling my internet. She flat out refused to transfer me and said she wasn't going to lose her job by not following policy. So I still haven't paid the bill because it isn't correct and now I have to call AGAIN!!!! I cringe every time their bill shows up because it is NEVER right. With our internet, I have to call every 6 months for a new plan/pricing. Did this in November and they STILL continue to mess up my bill. This happens every six months and I am ready to dump them. My internet has also been cutting out a lot lately on my IPAD. Not sure what is causing it. I just wanted to add my 2 cents about AT&T. Some may have good service with them, but not me! Thinking of contacting their corporate and BBB. See lots of complaints same as mine on BBB. They quote you a billing plan then bill you full price and when you call them on it, they say the plan you were quoted initially isn't available. Can you say bait and switch!?!?!?!