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NicholasCullen's profile



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Wednesday, October 4th, 2017 7:00 PM

unresolved issues regarding misquoting of service offered

I established service with AT&T about 3 months ago. 


When I contacted them I was offered a fiber optic connection.  I was quoted a price and agreed upon it and authorized them to bill me for the product offered.  When the technician came to set up the equipment he informed me that the service I was receiving was not a fiber optic connection and that the speed of the connection was much lower than what I was expecting.  He advised me that when it became available they would switch me over to the correct connection at no additional charge.


several weeks later I received an email stating that fiber optic internet was now available in my area.  I again contacted AT&T and explained what had occurred.  I was informed that unfortunately the technical support department was unable to provide what was originally offered because they could not discount the currently offered price.  They at that point counter offered to provide me with the "Internet 1000" package with "20 times my current internet connection speed" for only 20 dollars more than what I was currently paying.  Although this was not what I was offered in my previous initial contact with AT&T, I considered and accepted this new offer.  I scheduled installation for the following Saturday September 23rd at 2 pm.


  The installer arrived on time however the installation process was not completed until around 8:00 PM due to a poor pre install job done on my apartment unit which required the re-running of all fiber lines through the building.  At the conclusion of that installation session I was informed that I was getting 100 mbps throughput and the technician stated that it was what I had ordered so it was satisfactory.  I informed the tech that I had not ordered the internet 100 package.  He confirmed that the order reflected what was installed and advised the problem could be resolved over the phone when support was open on Monday. 


On monday I made an attempt to verify what had previously been agreed upon but found that it was not possible to view previous chat transcripts.  I was promised that I would receive access to them through a link provided in an email.  I never received that email. 


The next day I again tried to contact support and despite having selected internet support I was routed to the direct tv chat queue.  the person there stated they could not directly resolve the issue but would arrange for a call back within 1 hour from the appropriate department.  I never received that callback either.  I decided to give it a few days just to be sure they were not overly busy.  There was no call back. 


I attempted again to contact them by phone on Monday, October 2nd.  I spent 5 minutes waiting in the queue and then spoke to an agent who after I re-explained the whole scenario unfortunately disconnected from me. 


I immediately called back a second time and spoke to somebody who took the time to listen to what had occurred and again confirmed they could not fix the problem themselves after over 40 minutes of mostly hold time while they attempted to contact another department.  I asked to escalate the issue to have it addressed.  I was promised a callback in 30 minutes to 1 hour. 


I received a callback 2 hours later.  The person I spoke to seemed to care and promised to resolve the issue and also that "we do not tolerate misquoting customers for service".  I asked them to send me an email to confirm their contact information.  I verified my email that was on file with AT&T.  they said they would send a confirmation email to that address.  It is now 48 hours later and I have not heard anything from AT&T since that point.  


Please advise what I should do to receive the service level I was offered rather than a drastically reduced level of service at the same cost.


Thank you,



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