Audrey Simpson of West Hartford, Ct. thought she would un-complicate her life recently by signing up for AT&T’s triple digital package for her telephone, Internet and cable service.
Since then her life has been anything but simple.
For weeks she has been frustrated with the signal from AT&T freezing not only TV reception but her telephone, making it unable to use.
Worse, “customer service” personnel – just like at major competitors like at Comcast, make up reasons for her problems, and fail to follow through on their promises.
“The service has been ‘freezing’ since the first day we had it and after many, many calls the problem is still not resolved,” Simpson wrote me last month. “When the picture on the television freezes I also lose my internet and phone service for three minutes.”
“I have had AT&T techs at my door tell me that because my furnace is turning on that is why the service in freezing,” she said adding that many other explanations came along with techs who never even showed up for their appointments.
She said she and her husband have spent close to 50 hours dealing with the issue during the 13 visits from technicians.
I contacted AT&T’s public relations staff, which is usually pretty good at escalating these issues to competent people who solve the problem.
AT&T’s Kate MacKinnon promised to get someone competent on the case.
Within 24 hours another technician arrived at the Simpson residence and candidly told her that the issue was not just at her home but on her whole street.
“This is the first time I have heard this. He told me that they would be working on the lines tomorrow but I saw a truck on the street off and on today,” she said.
She was also given $100 off her first bill and was promised a $10 reduction on her next six bills.
The following day I got another email from her telling me “the service has not frozen so far today so I am becoming a little more optimistic. Maybe there is a light at the end of the tunnel!”
Unfortunately she spoke too soon. NEXT PAGE
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