AT&T DSL Complaints
You might be looking for a company to provide DSL service. You might have had a bad experience with AT&T DSL and want to know if your experience is widespread. Maybe you just want to know what customers think about AT&T DSL. Well, AT&T's customer complaints record is definitely not spotless. There are several particular areas that customers' DSL complaints focus on.
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Metered Billing
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One of the biggest complaints from AT&T customers was about the 2010 metered billing experiment. In Beaumont, Texas, and Reno, Nevada, the company did away with its unlimited data plans and started charging customers per gigabyte after they had exceeded a predetermined threshold. This infuriated many customers who had signed up for unlimited data usage.
Limiting Speed
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A 2010 lawsuit against AT&T for breach of contract and fraud accuses AT&T of "limiting the maximum data speed that some of its [DSL] customers could obtain at a rate below the maximum rate for the plan the customer purchased." The users complain that the company intentionally disallowed them the maximum possible rate indicated in the contract. AT&T would have therefore have created a lower minimum than it agreed to.
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Speeds Below Minimum
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Also in the 2010 lawsuit, AT&T DSL customers complain of speeds slower than the minimum rate that AT&T agreed to in the contract. The customers also complain that AT&T "otherwise disappointed its customers' expectations regarding the speed of the DSL service." Users expect their DSL speed to be at least the minimum promised rate, and AT&T did not meet customer expectations.
Customer Service
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AT&T customer Elinor Mills -- who is also a journalist -- complained in a CNET article that, over numerous calls, the company never told her that she could get DSL without phone service. Instead, she found out herself about it on the company website.
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References
- BroadbandDSLReports.com; Is AT&T Shutting Down Metered Billing Trials?; Karl Bode; February 22, 2010
- UCAN; AT&T DSL Customers May Be Entitled to Benefits from a Class Action Settlement; May 5th, 2010
- Econsultancy; AT&T Fail; Meghan Keane; June 3, 2010
- CNET News; An AT&T Customer Service Horror Story; Elinor Mills; September 27, 2010
- Photo Credit Chad Baker/Photodisc/Getty Images
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Comments
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Since December 2011 I would like to have U verse, I tried to call many times, always have any exuse for not cancel DSL, now the bill is 171.00 per onth only for one month of DSL, I want to cancel as soon as possible to cancel DSL and have U verse. The goverment need to do something about it, they can not force to have the service DSL.
