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unhappycustomer1234's profile

New Member

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5 Messages

Saturday, July 23rd, 2022 5:12 AM

Customer support has made my internet worse both times ive contacted and no call back when disconnected

I contacted via live chat twice.  First 2 weeks ago because my xbox nat type was closed.  The person did something and made my whole internet slow.  I said I don't care about my xbox anymore just get my speed back.  He did something which made it slightly better but not what it was when I first reached out.  Then he even added that he "increased my download speed".  I said I didn't even know that was possible due to the infrastructure in my building, but he said "Yup I did it!". Turns out he didnt and he did the exact opposite.  It grew worse though and I reached out again this evening.  Again, the person did something that made it even worse.  I have an ongoing ping that I run to 8.8.8.8 which usually has a 19-23 ms steady latency with little to no packet drops when it's working.  Now the ping is all over the place with spikes all over the place and packet drops all over the place. The very worst and most insulting thing these people do is point to a snapshot speed test and say everything is fine when your dropping packets left and right.  We have a right to consistency as well, not just moments of good performance.  Most people don't know about packets though and that is how they cheat us.  Even the att.com/speedtest which favors their network only reads 12 mbps.  speedof.me which is more accurate reads 0.6 mbps. but the manager I was speaking with said its all within acceptable tolerances.  To top it off the att home app dropped my chat and no one has called back, as when the chat started they asked best contact number to call me if that happened.  No call back.  Both times I've contacted them they've made my problem worse and gaslit me telling me its fine when it is clearly not!  Also, for more than 30 minutes now I've been trying to connect back with live chat and I get messages that my wait time "is less than 0 minutes" they are obviously screening my call.

 

Community Support

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232.1K Messages

2 years ago

Please accept our apologies for your experience so far, unhappycustomer1234! Let us see what we can do to get your Internet speed back to normal.

 

We'll be sending you a Direct Message to get started. Look for the chat icon next to the bell icon in the upper right corner of the page.

 

Talk to you soon.

 

Aminah, AT&T Community Specialist

New Member

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5 Messages

2 years ago

You guys really are ridiculous.  You send me a direct message and then because I don't respond quickly enough for you, as if I live to relive being yanked around by you guys over and over again, you close the conversation so I cant reply when I'm able to.  I don't think you guys appreciate how demoralizing it is to sit on hold and be asked to restate the problem to multiple staff members and then to a manager, and be apologized to hollowly and spoken to via a script and patronized, and then to be disconnected and have to do it all over again and again - every time theres a problem.  

Reopen my issue please and contact me during normal hours, not as you did at 7:30pm and 3am on weekdays.

(edited)

Community Support

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232.1K Messages

2 years ago

We're here to help with your internet concerns, @unhappycustomer1234!

 

Rest assured, we do not message customers between the hours of 1 a.m. to 7 a.m., as that is when the forums department is closed.

 

With that being said, let's move your conversation into a DM to continue your previous interaction. Be on the lookout for a chat notification in the upper right-hand portion of the page.

 

We look forward to speaking with you!

 

CalebP, AT&T Community Specialist 

New Member

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5 Messages

2 years ago

Attached are screenshots with time stamps 7:39 pm and 2:59 am

Community Support

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232.1K Messages

2 years ago

Thank you for that, @unhappycustomer1234

 

That could simply be a delay in the email notifying you of a response. Our department is closed between the hours of 1 a.m. and 7 a.m. We do not have any agents working during that time.

 

We did send you a DM to continue the previous interaction regarding your internet service. Please meet us in the DM to proceed!

 

CalebP, AT&T Community Specialist 

New Member

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5 Messages

2 years ago

It was probably one of your overseas offices.  I am speaking with someone in DMs now.  The first thing they said to me, as I pointed out in my comment, was he checked my speed and my internet is fine.  It is always the same thing with you guys, and obviously they didnt read my comment first.

New Member

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5 Messages

2 years ago

Yet another agent disappeared on me.  Didn't close the convo, just disappeared.  I mentioned they made it slightly better, and said I'd be willing to see how it goes for a while (partly trying to be reasonable but mainly just because dealing with you guys is exhausting) and asked them to keep the issue open but also asked what my levels were and no response.  I asked for them twice during the convo and never got them.  Been waiting for 45 minutes now for any response, they just disappeared.  

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