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Review by astevens 
UPDATED: 3 days ago
member for 348 days, 25 visits, last login: 3 days ago
 Turlock,Stanislaus,CA
 $59 per month (12 month contract)
 about 90 days
 AT&T
 "Wire already ran.."
 "terrible support, 30+ trouble tickets for same problem, missed appointments from techs."
 "don't even have working dialtone now..."
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Completely doa everytime it rains or drops below 55 degrees. Techs miss appointment dates repeatedly. Oversold, over saturated network. More ILEC/CLEC issues than covad, hehe. Even the techs come out bad mouthing AT&T. If you have uverse your ok, or if you have comcast in your area, they will fix stuff, but if your in charter.com range for cable, repair people will tell you that because charter runs so bad, they don't do much, but if your in comcast area, they jump at it. Yes even their own people sell them out.
Took work off today to be here for the appointment and nobody showed up. After 2 hours of talking to several different supervisors, I was told it will be Monday now (3 days) and if I had a problem with that, it would be next Wednesday. I was also refused a supervisor several times.
Have no dial tone or pots service currently. Can not even call 911 nor is my home alarm active due to their lack of phone service.
If your an ID10T user who does not know how to traceroute or check your ping times, your going to be fine with AT&T. If your smart enough to test your connection, expect over saturated redbacks, junipers, oversold ppoe servers, etc. and 3rd world offshore tech support with a definite language barrier. Also had to get a static IP because they frequently run out of IP's during peak.
Also, because of the lame atm encapsulation they use, you will never get the speed you purchase, IE: a 3 meg feed will never break 2.6 when working perfect because of overhead. So saying speeds up to 3 megs is a blatent lie because with overhead it is technically impossible.
Followup comments:  ramidus
join:2002-03-06
Reno, NV | if you need an ATT tech your a buckethead you shouldnt slam em... I get help evey time I need it.. its not them dude.. its you. its how u ask.. u get more bees with honey | |
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Review by charlie53
UPDATED: 4 days ago
member for 16 days, 1 visits, last login: 13 days ago
Vernon Rockville,Tolland,CT
$30 per month
AT&T
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new to here. I have AT&T DSL pro which cost 30.00 dolllars per month. I am suppose to get between 1.5 to 3 m for download speed. my dsl modem is a speedstream model 5100. not sure how to write review.
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Review by enlightend1
UPDATED: 4 days ago
member for 14 days, 5 visits, last login: 1 days ago
Barberton,Summit,OH
$30 per month
about 14 days
AT&T
"Hmmm...If I think of any I'll let ya know."
"Way,way too many to list in this little box."
"If I had to do it over I wouldn't!"
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Well to begin I ordered on 11/07/08 service was supposed to start 11/11/08.
11/11/08- modem (2wire 2701hg-b) arrives while I am at work. Get home, hook it up, and.....DSL light is flashing red. Call support number that came with modem and hear message saying they want $15 to help!!! Call regular support, guy says I need to talk to provisioning. He says I'll be on hold for 5-10 minutes. 20 minutes later I am talking to a guy in India who works for,get this,Mcafee Antivirus. WTH?
11/12/08- 9am. Call back get provisioning they say it will be on in an hour.
12pm.-Call back say they will call me in an hour. Never happened.
11/13/08-Wake up to green DSL light but red internet light. Call TS, told to hold on a sec and internet light comes on. yay.Go to work, come home, blinking DSL light.
11/14/08 Spent all day in AT&T's Customer Service HELL. Told I might not be able to get service, told it WAS on, and the weather in St. Louis was beautiful. Nothing accomplished.
11/15/08 Magically working in the morning. Afternoon on for an hour out for two. In cycles. Call TS, finally get trouble ticket. Mysteriously works good after this call.
11/16/08 WORKED ALL DAY!!!!!!
11/17/08 Kind of funny day. Found U-verse door hanger on my door in the morning. Says it's available in my area. Line Tech comes over. Internet is working. unplugs my modem and hooks up handheld device. Says I'm 11000 feet from CO. Right on the edge of Pro range. but steady signal. I have been connecting @ 2000+Kbps. now I know why. I'm ok with that. I ask about U-Verse he says not for 4 years minimum. See, funny.
11/19/08 DSL light flashing red and green. Spent another day in CSH. Nothing accomplished.
11/20/08 see above.
11/21/08 see above.
11/22/08 Decided to try something. Go to Best Buy. Buy Actiontec gt724wgr modem. get home 2wire still flashing. Plug new modem in and boom, DSL light comes on and has stayed on since. Only now I connect at 1536Kbps. Like its locked.
So, bad customer service, faulty equipment, and lying about when service will actually be turned on.......this is a successful business plan!
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 Review by tad2020
UPDATED: 13 days ago
member for 1.3 years, 309 visits, last login: a few hours ago
Santa Ana,Orange,CA
 Business customer
$52 per month (12 month contract)
about 24 days
AT&T
"Was only 2 weeks late instead of my normal 1-2 months. Site techs know their stuff and can help you more than your AM."
"Raised prices recently. Zero communications on order status, serivce status, trouble ticket status."
"Expensive, usually fouls up orders, never completes orders on time and\or they're done incorrectly."
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Order service on Oct 10th. I wanted to get their $35 3Mbps DSL service at my old office, but I was told that they recently raised rates and the new rate was $52. The CSR said after a while that she could do $40, but I have no idea on the details on this deal or if its a LT contract or not, or if that is what I'll be billed. I was given a completion date of Oct 17.
On Oct. 17 the POTS line was installed but the service tech that installed it was not able to find any order of DSL for this line (I was pretty much expecting something like this to happen) but was able to see many other orders for that location on a later date. He figured that it should be turned up later that day or Monday (20th).
On Oct 21st I contact out account manager and ask her what the status is. She says that the order was completed the 17th and I need to install the modem. She transfers me to the DSL dept so I can get the PPPoE user/pass so I can setup the modem, the guy in India tells me he can't help me with that unless I'm at the site the line was installer at, which is a half hour drive from my office, so I need to call them back when I'm over there instead.
On the 22nd I call the DSL dept from the site, I get a guy with a British accent in some unknown dept because the automated system transfered me to somewhere other than CS like I had said. He transfers me to CS. The CSR can't find the order for the DSL but can for the phone line, then he finds the DSL order somewhere else but can see a status. He calls the provisioning dept. The girl in provisioning sees that the line was tagged as having a problem, but it's not detailed and she can't tell why. She calls over to line testing and puts me on hold for a while. She comes back and says someone from line testing will call me tomorrow morning about the status of the order.
23rd, no one calls so I email my AM again with what happened the day before. She replies that she's checking on it. I head back over to the other site for a meeting, I run in to an AT&T service tech installing the other lines for the site for another customer. It's 2pm and the DSL was still not up, by this time my AM replied that I have a new install date of the 28th, but I do not get this email cause I still don't have internet at the site. I talk to the the service tech about the DSL problems and he was confused why it would take so long (ie. 99% are done same day as the POTS line), so he calls in for me and he's on the phone with provisioning for a while. 15 minutes later he's done and says he got the order escalated and that someone would call me in 8 hours, but it's already 2pm so they'll call the next morning.
24th, I get in to my office and I have voice mail from AT&T's automated system from the day before about the 28th due date and another one from that morning from the DSL dept that the order would be completed by the end of the day. I go over to the site at 2pm, the lines still not live but they still have while left in the day.
27th, I got over to the site mid day and the line is FINALLY active. I call the DSL dept again to get my PPPoE user/pass, which I should have received by now if they had ever sent order statuses like their supposed to, so I can setup the modem, but I can't call them from there cause I forgot to bring a phone with me. Emailed my AM again to see if she can get the info for me.
28th, I'm still waiting for a response. Still not up. I may have to cancel the service on the 30th if it's still not up by then, I have a dead line to meet and other providers have said they can have me up within 3 days.
AT&T has fouled up every order for the 1.5 years we've been using them. This order has been the least overdue of any so far. Our two T1 lines for voice and data were 60 and 90 days overdue, respectively. I have a single fax line that took at least 6 weeks to get installed.
Other than the incompetence to complete orders on time or correct and the rather high prices, the service is reliable and techs in the field do a great job.
Update: Yesterday (29th) I called the DSL dept again, I got the PPPoE account setup and the line was finally turned up. But I noticed that there was a problem with the line, for one the static on the line (I was using it to call them) was so bad I can barley understand anyone I call, and two, I was only getting 1.5Mbps down when I was told 'd have no problems getting 3Mbps and I know that I should, I had 3Mbps service at that location before with SBC just last year . The CSR ran a line test and found some problem(s) then she goes to talk with line testing for a while, she comes backs about 15 minutes later, says they're going to do more test and some one will call me the next morning. At the end of the hour long call the DSL when down; at least they started the line testing right away this time.
It's now 11pm the next day and they've yet to call back. I'm still hoping to get this completed by the end of the day so I can meet my dead line.
Update2: 5PM, I just got off the phone with them again to inquire about my ticket and not being called. Even after confirming my contact number they still tried to call me on the service line's number, which is at a different location from me. They gave up doing anything on the ticket after they were unable to contact me on an unmonitored line, with no phone, in an empty building. They tell me than 1.5 is the max for this line, but I had 3mbps just last year at that location and told them if they cannot fix this line, they I want them to reinstall it on another circuit. They're, instead, going dispatching a tech tomorrow (31st) to check it out. On the plus side, this call only took 30 minutes instead of the normal hour plus.
Update3: The tech never called/came the 31st, but Monday the 3rd a tech called and said he'd be out there that day. I meet him near the local crossover box where he's found, unsurprisingly, that there is something wrong with the line from the CO to the there and he going to switch it over to a different line. 30 minutes later he was able to get it switched over and syncing at ~2300kbps. The tech explain that because someone in the area had gotten a T1 line installed that it wasn't going to be possible for it to keep a sync at 3mbps (he did try, it dropped out after 30 seconds). I didn't quite understand why that would effect my line, but at this point I didn't care anymore. At least I got the +2mbps I needed.
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Review by houblues
UPDATED: 13 days ago
member for 3.9 years, 157 visits, last login: a few hours ago
Houston,Harris,TX
$36 per month
"They aren't ComCast, and they apologize profusely"
"Apologies mean little when your service is down"
"Houston needs a real broadband provider!"
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After being drug through a knothole backwards with the Comcast experience, I bit the bullet and went with AT&T for phone and internet in March ‘08, thinking that at least the customer service could not be remotely as bad as Comcast.
And for the last 8 months the service was pretty decent, didn’t have much , if anything, to complain about. Then 5 days ago, Thursday, the phone went dead. I checked my electronic bill payment and was up to date. Called Tech Support, and to make a long story short, went around and around between departments for an hour before finding that my phone did not have a technical problem, it had been cut off deliberately. By AT&T. For no reason.
Well, maybe a reason. The best guess was that someone else had discontinued their service, and a number got transposed, meaning my service got dropped. I was pissed, but after an hour they created a brand new account, and my service was back to normal – I thought. I was surprised that there was no error checking system to prevent someone else from canceling my service, and no offer of compensation for my inconvenience, but OK, what was over was over.
Friday night the DSL service goes down. Thirty minutes with Tech Support and they say that it will be back up Saturday morning. And it was. No mention from them on why it went down. I suspect it is somehow related to them cancelling my account, but they don’t comment either way. Saturday morning the service does indeed work again.
During the day Saturday it is obvious the phone account has not been recreated to match the original. We are getting spam calls to our supposedly unlisted number, and call waiting, which we had deactivated previously, is in force. I call and get that straightened out.
This morning, Monday, the DSL goes out again. To make another long story short, the shutting down the phone service triggered a shutting down of the DSL, which apparently no one in my previous long chain of communications had the foresight to anticipate, much less prevent. They tell me it will take two days to restore. Two days to restore the service which I never wanted shut down! Sorry, that’s the way it is, no way to shortcut the system .
I call the retention office, the one you have to call to get someone who knows the ropes of the system. Actually, over a two hour period I talked to this office three times. Bottom line, the two day estimate for restoring is in error, it will actually take five days – three to decommission the line, two to restore it. They are oh-so-sorry, but there is no way around it. After apologizing profusely, they finally offer a $30 credit to offset my five hours total on the phone and my lost five days of service.
Followup comments: 
Wideband User
@comcast.net | want more... Short story... Are you still with AT&T? | |
| | houblues
join:2004-12-08
Houston, TX | Re: want more... I am still with AT&T. In Houston you have no choice other than AT&T and Comcast, or someone delivering the same service under another name, which, as far as I can tell, just puts another Customer Service layer between you and the actual provider. | |
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Review by xgrep
UPDATED: 14 days ago
member for 20 days, 8 visits, last login: 14 days ago
Menlo Park,San Mateo,CA
Contract price not specified.
AT&T
"upper tiers of tech support provided outstanding service"
"working through level-1 call center was slow and frustrating, though ultimately satisfactory"
"if you're polite, persistent, and articulate, you can get outstanding service"
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I'm reviewing here service I received from AT&T employees, some of whom provided service after reading about my problem on a forum on this web site. For full information, please refer to forum discussion at »incorrect lingo VoIP caller ID time caused by ntp timeserver
After a fairly typical round of discussions with the offshore level-1 call center, my ticket was forwarded to level-2 support. The techs (Bruce and Mary) were polite, thoroughly professional, and competent, and spent a total of over three hours with me troubleshooting the problem. It was determined that the Dedicated Support Team would need to investigate, as Level 2 could not correct the problem.
Unfortunately, the number I called (perhaps the right number, perhaps not) would not discuss the problem, saying that they handled only T1 customers. At that point, I posted my experience on the forum referenced above.
After not a very long time, a participant (apparently an AT&T employee) who goes by "DNSguy" took some steps to correct my problem and, after a day or two of work, fixed it completely. This will benefit other customers, too, who may not be technically aware enough to get it fixed otherwise.
In addition to being very grateful that my problem was solved, particularly as it required a higher tier of technician than I was able to access by the telephone support hierarchy, I'm particularly impressed that DNSguy, "Frohike", and others who participated in the discussion remained totally professional in the face of criticism about what is frequently frustrating (and often unsatisfactory) telephone support. These employees deserve to be commended and rewarded for demonstrating a thorough and effective understanding of customer experience.
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 Review by icp1
Posted: 14 days ago
member for 8.1 years, 2948 visits, last login: a few hours ago
Saint Louis,Saint Louis,MO
$30 per month
AT&T
"Quick setup, delivered modem before I even moved in, no problems"
"could be a little faster"
"Good deal"
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Pre-ordered phone/DSL at my new house before we closed. Modem was delivered before I even moved in!
Used the instructions found here to re-register an old account I had, without using their install cd, and was up and running in less than 5 minutes.
Standard motorola modem, all filters including in package for free.
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 Review by ptrowski
UPDATED: 14 days ago
member for 3.7 years, 1933 visits, last login: a few minutes ago
Putnam,Windham,CT
$42 per month
about 5 days
AT&T
"Very solid DL and UL speeds, low ping. My VoIP service has benefitted"
"Having to have a POTS line attached, 1 mbps slower than my cable connection was"
"So far very satisfied!!!"
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11/17/08-Still smooth, no issues, no need to call tech support so there is not a rating.
Update-9/15/07
Things have been great, no issues. Speeds are good. no issues, no complaints!
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I made the switch from Metrocast Cable to AT&T DSL about a month ago. It had been 5 or so years since I dealt with a telco company and was prepared for the worst. I was amazed when the order/install went very well.
I caught a special where there was no activation fee and a rebate for the modem. When my service was active but the jacks weren't. The tech came out and found out what the issue was, and even removed over 1000 feet on the loop I had to the CO! Great service.
The speeds are solid at 5/625 or so. My VoIP service sounds much better also with such a stable line.
Best of all my bill went from $57 to $42 per month.
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Review by mcwillij
UPDATED: 18 days ago
member for 6.6 years, 86 visits, last login: 13 days ago
Hot Springs Village,Garland,AR
$35 per month
about 3 days
AT&T
"great speed...I'm amazed!"
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I am really quite amazed at the DSL Elite by AT&T...I was very skeptical about getting this service, but I found out that satellite internet is not all it's craked up to be...It's amazing how far DSL has come in 10 years!
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 Review by kward3332
UPDATED: 18 days ago
member for 7.2 years, 303 visits, last login: 20 days ago
Terryville,Litchfield,CT
$29 per month (2 month contract)
about 10 days
AT&T
"speed"
"price"
"no other choices where i live but speeds have been top off a RT"
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Speed has been good tech support not always in the know. The price has been high but they seem to be trying to compete with others now
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