Contributor
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2 Messages
AT&T Internet outage Service Compensation (Better solution)?
Saturday, 7/13/2019, I woke up to enjoy my weekend off. I started using the internet, and within 20 minutes, it stopped working. I figured, maybe it's just a miniature issue and it's just going out for a few minutes or so. I decided to go for a walk and run some errands, which lasted 4 hours. I get back, the internet is still not working. I restarted the modem, went online to restart/reset the gateway, etc. Didn't work. I then called in to report it to AT&T, they said all they can do is have a technician come out Monday 7/15/2019. I was a bit upset, but that was all they were offering me.
I have hotspot on my smartphone, so I figured let me just see how this goes. I tried that, but it didn't turn out well. My mobile network isn't the best at the house, so I use this cellular booster for more signal and faster data performance that works with my modem, but since the internet was out, that didn't work. So, that left me with mediocre performance. I had a project (for a position of mine) that I needed to finish, and I needed my internet to do so. It was very difficult to finish because I needed to upload media, so there are still some errors with the project because of that (mediocre smartphone hotspot performance, no home internet service till 7/15/2019 scheduled repair). I also had a small scheduled paid gig Sunday night. I went to do the gig at the designated time, it's one where you basically have to stream and upload data testing out software, and it didn't go well because of my performance, and I was unable to upload the media in time for compensation.
That's just business. But, what about the fact that it's my weekend off and I want to enjoy my internet this weekend. I called AT&T about a service credit, and they told me that they could only offer me $2.40 because of how they calculate service credit. I'm thinking I would get at least $10 credit, but $2.40. The short study alone was a $11 compensation. The rep was very dismissive, nice, but said that's all they can do. I'm SEVERELY upset. I'm always having issues with AT&T. Upgraded the internet several times, and now we're at the top performance for our area 75Mbps, and during the time we had the 50Mbps plan we only got 10Mbps for the most part, and the same speeds with the 75Mbps plan. We've been having issues for quite some time, and I've been hours and hours over the last 2 months calling about it. Where is the resolution center that offers a more reasonable credit for my service being out for this period of time? because this is not real work impact being factored in. The credit offered was very unreasonable and unacceptable.
We have a AT&T retiree account by the way.
sandblaster
ACE - Expert
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64.7K Messages
5 years ago
There is no such resolution center as far as I know. As an ATT retiree, you should know the bureaucracy as well as anyone. You can call and ask to escalate or you can file an FCC or BBB complaint to escalate to the Office of the President. Seeing as you get a nice retiree discount, are you absolutely sure that the $2.40 credit isn't correct? What is your monthly rate divided by 30? That's roughly how much I would figure you should get per day of outage. Even if your $10 estimate is correct, is it really worth pursuing this over $8? As for not getting the service and speeds you are paying for, that is a different matter. If ATT just can't deliver the promised speeds, maybe its time to switch to a different provider.
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DWash28
Contributor
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2 Messages
5 years ago
AT&T is basically one of the few Internet provides that offer service in my area.
I think it's clear that there will be no understanding of where I'm coming from, and that's fine. I came here with an expectation of a response from AT&T themselves (a representative). I definitely do not expect you to understand because it's not your issue, thus, if given the opportunity to speak to an actual AT&T representative here, I'll move forward with the conversation with them. If you are an actual AT&T rep, I'm disappointed in the response. Your response is very dismissive.
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