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At & T Broadband
Rating Details »
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Neighborhood: Near West Side10 S Canal St
(between Arcade Pl & Madison St)
Chicago, IL 60606
(312) 906-9386
- Nearest Transit:
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Clinton (Pink, Green)
Washington/Wells (Orange, Brown, Purple Express, Pink)
19 reviews for At & T Broadband
Ok, so after calling AT&T a ridiculous number of times, we finally got our service straightened out. I had to take a day off work so that they could come over -- of course they don't offer these services on weekends, that would be far too easy for customers, right? And now our internet service functions quite nicely.
Were this anyone else, I would probably bump them up to three stars, but AT&T? Seriously, dudes, you are one of the giantest mofo corporations I can think of offhand. Fix your customer service issues, they indicate a complete lack of respect for your customers. This was a ridiculous waste of time and effort.
1 Previous Review: Show all »
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2/12/2009
Why one star? Customer service fail.
So my sister and I decide to finally become good, honest… Read more »
Consider yourself warned. I ordered service on June 3, 2009 and still didn't have it working on June 25th. I would call every morning and get a different story each time.
They would basically do their best to get me off the phone so they wouldn't have to deal with the problem. They would send me through transfer hell each time and I was always being passed on.
Several times they said I would receive a call back within 8 hours and they NEVER called me... NEVER!
They finally sent out a technician to survey my house (outside) and gave me a trouble ticket #. I was home when the technician came by my house, they called me with a pre-recorded message saying a tech was coming over. I thought that was the end.
Then, I never heard anything from them. I called 2 days later and they had no record of a trouble ticket or service call. I was transferred to three different people and each had no idea what to do. The last person I talked to said that my service was working and that I didn't know how to hook it up... this being said after I'd talked to over 5 different tech consultants and did everything they asked me to (which was basically, unplug the modem and count to ten, plug it back in). My service was never hooked up and nobody cared.
Absolutely the most horrible customer service I have ever dealt with in my life. Unbelieavable. Needless to say, I cancelled my order and sent them their modem back.
I. hate. AT&T.
I missed 2 days of work, spent a total of 14 hours on the phone with customer "service," and was finally lied to by a representative from the CEO's office. My internet service is spotty at best. When I hear the word AT&T, I get all tense and crazy feeling. I'm biding my time for when RCN starts servicing my building.
A billion dollar business and a low rating on Yelp.
Oh boy tthis is the problem with the world.
AT and T I spent 3 hours on the phone with 4 people. None of you cared that I couldn't get email- none of you!
A small business would handle this in such an opposite fashion.
A T and T who else can I use??????????
Going against all these 1-star reviews, Im going to give AT&T a good review. People only write reviews for these kinds of places "if" something is wrong. and so far, my service is great (has been for about a year), and I have no complaints. I have always gotten through to an english-speaking customer service rep too.
Oh, AT&T. You have tried my patience this week.
5+ years and I have had no issues with you. It's the best long term relationship I've ever had. But then.... oh, then. Last Sunday you slowed to a crawl. Then while I was on the phone with tech support you just decided to kick back and give me the finger. Like a good hooker, you went down and weren't coming back up no matter how many sweet nothings I whispered to you.
Your tech support people deserve gold stars and more vacation days. I might have freaked out on one of your people, but hey - at least I apologized and warned her before I did it. I was in a panic because I had homework to do, it wasn't her fault... I was just stressed and the whole internet crashing thing wasn't helping.
A super amazing "level two" tech guy got you working again. I wanted to propose marriage to him and have his little DSL babies, and as we hung up I was dreaming of a wedding dress made of ethernet cables when you crushed my fantasies of a modem-shaped wedding cake and went down again, not 10 seconds after I hung up with my future husband. Bastard!
I called back. Another tech got you working again, but barely.
All week you toyed with my emotions. Each day I never knew if you were going to be there for me or not. I was not loving your fear of commitment, and sure enough - Saturday morning when a tech arrived at my apartment you were working perfectly fine. I could almost picture you sitting back, sipping on your whiskey, laughing manically at your genius plan to make me look like an idiot. The tech guy left (but not before he told me some cool mobster history on my apartment building), and even gave me his cell phone number in case you decided to go down again. I think he was on to your trickery.
And of COURSE you waited until this fine Sunday evening to start playing games again. The minute I sit down to do homework you crash. Are you trying to teach me a lesson on how not to procrastinate? Ok, it's working, I get it. School is cool. Whatever.
But this time I wasn't going to let you win. I am 11 g-damn weeks away from graduating, and I'll be damned if I'm going to let you ruin that for me.
I called your tech support people again. We discussed options (somehow drop kicking you off my roof wasn't a popular choice), and the phone call ended with me sprinting down the street to Best Buy before they closed. Your modem? It's been replaced. And now? YOU are MY bitch, because you are working just fine and if you know what is good for you, you will stay that way.
AT&T, I'm willing to overlook bumps in the road. After 5 years, this was our first major fight. But just remember who is boss around here - ME.
Let us never have this conversation again.
I've had AT&T/SBC/Yahoo DSL for about six or seven years. In general, my DSL reliability has been below average. I get an outage a few times a year. it usually happens like clockwork when we've had a couple of rainy days in a row.
I got an offer from them to upgrade from Express to Pro DSL. I was ecstatic and immediately did it. Well a week passes and I get a cryptic email from them saying my order has been cancelled. I called and was told that "while the distance is within range, the line won't support the higher service". I guess its a common problem in the near west side (Wicker, UK, Bucktown) area. The area has become denser with a lot of new construction and people use more services such as fax lines from home and DSL. But AT&T has not kept up - they're running DSL (and U-verse eventually) over 50+ year old copper lines. I had a relative visit from out of the country for the first time and he was amused with the utility pole in the alley. It has a maze of wires hanging there. Something you expect to see in the third world, not in a rich industrialized country like the US.
Final complaint: when I call in to customer service for my DSL, DON"T TRY AND SELL ME DISH AND CELL PHONE SERVICE. I'm at your employee's mercy to transfer me to the right department. As good sales people, they have been trained to ask questions, counter any objections and SELL, SELL SELL. I needed help for a problem from the customer rep but he went on and on trying to sell me added services.
Why did it have to end like this, AT&T?
I've had a land line and DSL through them for three years. I'd been extremely happy with the service. When they transferred from SBC to AT&T, my bill went up. I called them in March and asked if I could have it lowered. They said sure, and did so. And it was good.
Now I'm moving and need to cancel. I just spent a half hour on the phone being transferred from person to person to person, each of whom told me a different thing. Basically, when I called to get my price lowered, I "entered into a contract", even though I was definitely not told this, nor did I agree to it. And to get my DSL cancelled now will cost me $99 for an early cancellation fee.
I am going to take this modem and cram it up the figurative butthole of AT&T. I want to make them cry like a toddler with a broken Tonka truck.
In 2006, I switched over to SBC/AT&T DSL and what I love is the price. I did have to sign up for a phone line but the overall cost isn't so bad. Plus it puts the parents' voices to a silence about them scolding us about how too much usage of the cell phone is going to give us brain cancer and how we need a land line just in case.
Setup is painless and super easy - you can even put an order request online and it is set up on the day that we had requested (twice, I had this service set up for my last two residences) - for that four stars.
Price is another four stars - DSL is only $14.99 and my phone line costs about $9.99 for the basic basic barebones service - basically, ppl call us and we never use it except for the occasional 1-800 customer calls.
However, two stars for service. Service isn't too bad (it's fast enough - no complaints there but consistency is a different issue altogether) because our modem conks out from time to time and requires to be reset. So, to give you three stars overall isn't a bad deal.
We have had problems with the reliability of our AT & T DSL for over a year. Around the beginning of this year, however, it seemed to get progressively worse. We started with the usual trouble-shooting: reset the modem, reset the router. Most of the time it worked. When that stopped working consistently we then went outside to our main junction box and reset it there. That worked for a while, too. As of a few months ago, all that stopped working and the DSL would go down several times a day, sometimes for hours at a time. As this started to curtail my work productivity (I work from home) I started to get more aggressive with tech. support. By suggestion from them we replaced the modem and our wireless router. No dice.
I'm frustrated beyond belief (my DSL is up right now, for the moment) and I must say I've learned more about the workings of and vernacular for all this than I ever cared to know
HOWEVER....
Every time I've called tech. support (NOT the AT & T customer service number - PM me if you want it...I have it programmed into my cell phone!) not only have they been extremely apologetic but they've also been really helpful and, 75% of the time, completely baffled at what my remote line tests were telling them (as in, NO, you're NOT crazy and, YES, you clearly have a problem) and eager to fix it for me.
In the past 9 days we've had 4 different tech. guys out here a total of 6 times (some have come twice). Each one of them was VERY nice. Each of them found a different problem, fixed it, and left saying it should now be OK. It wasn't, so they dispatched someone else. In the meantime, I'm on the phone with tech. support daily trying to whittle down to the problem. The tech. guy that was here last night even gave me his PERSONAL cell phone number and said "text me with updates - I WILL get this fixed for you!"
Tomorrow my DSL will be down all day while they replace the remaining 20% of the parts on my line. My fingers will be crossed that this will FINALLY be it (I swear this has become my full time job).
SO...I give AT & T one star for decent, cheap service WHEN IT'S UP. But I wholeheartedly give them 2 more stars for the INCREDIBLE tech. support (if not customer service).
While my issues are not yet fully-resolved, I don't believe it's because these good people aren't REALLY trying.
If I could give them 0 stars, I would. Worst customer service EVER. I thought this was going to save me money over Comcast, but after setting up a phone line (I use a cell and have no use for a landline) the cost is pretty much the same. After multiple problems with various issues I am finally cancelling. My very first invoice also included a disconnection notice for service I had JUST set up. It took them a week to get the line functioning properly. Then my modem died (after 1 month) and the modem they sent to replace it never worked straight out of the box. Don't even get my started on their customer service. Every single time I have ever called them, I have been transferred numerous times only to hear "I'm sorry, I can't help you with that so I have to transfer you over to ____". So even though they are charging me a $99 early cancellation fee (wtf?), I am switching to Earthlink.
The best part is, on every call, the rep always says to me, "thank you for choosing AT&T." WHAT CHOICE???
I have only had AT&T Yahoo! DSL for a week. In my area of Lakeview, Chicago, it works fine as it has for my two sons, one in the Gold Coast and another in Lincoln Square. I like it very much and up to 4 computers in the house can take advantage of it for the same price.
RCN's service was ok till the wires detached from our house. They had installed it on the side of another neighbor where they would have to have access to that neighbor's property. Now it has been fenced off by the wealthy neighbor. RCN refuses to reinstall cable.
The tech people can do nothing. It takes a message literally a half hour to complete on their customer service, and they that particular person couldn't even cancel my service. I don't have that kind of time to waste.
Reading all the reviews it seems that in certain areas all these service companies have you in a spot.
However, I rate ATT&T DSL as very good.
With the burgeoning of AT&T as a communications company arguably larger than the original Ma Bell if you consider how large the overall market has become, what has happened to the consumer? Perhaps this is based on a isolated incident and I am looking for the Devil in every satellite transmission, I had a queer experience with At&T tech support that made wonder "What is next?"
Calling "Tech Support," I was not surprised that I was routed to the sub-continent where calls have that slight lag while they cut through space and though your technician is named "Dennis," you doubt whether that is his Christian name (if it is highly unlikely that you have ever even met a Christian in your life, is that term still applicable?)
Regardless, Dennis took great offense to my use of the term "sir" when answering his questions and was quite unapologetic in explaining to me that "until he was made a knight of the realm" or some-such " that I should use his first name as he did with me."
I was shocked at the liberties that a customer service assistant felt quite free to take issue with a young lady who was raised to call everyone "sir" or "ma'am" regardless of their age, race of their place in the social hierarchy. When did politeness and respect turn into cause for reprimand and customer service become Miss Manners--The International Edition? I despise Comcast and believe they are utterly hell-spawn or I would drop my account entirely. His advice, though it did not solve my problem, looks promising to eventually help but his bizarre attitude does not.
I can't say that I loved SBC before this whole merger with AT&T... but now I am officially switching providers. This is the worst DSL service I have EVER experienced! Before the connection would time out every once in awhile and you would have to give it a second or two to reconnect... now, it happens every 3-5 minutes! Everytime you click on the internet or switch to a new site and there is more than a .2 second hesitation, you can more than bet it's going time out on you. And it seems to take longer and longer each time to reconnect. I guess Comcast will be getting yet more money from me each month for a cable connection...
Just moved from CA. We had AT&T dsl service there with no problems. When we tried to connect over here, it took about two weeks for our service to get up and running. The first day I installed it, it worked for about 2 hours. Tech support/customer couldn't get a technician out for nearly a week to look at it. Then it worked for 1 day. Again, they couldn't get a technician out to me for another 4 days. And they gave me an ALL DAY appt. But it has working soundly for past two weeks, so I guess I'll keep them around for a while for now. Also, they had to downgrade my service to the most basic speed because I guess their infrastructure support is not so great around where I live - UK village. One star for being cheap. Another star for the customer service and helpful technicians who came out.
I hate AT&T. I know we don't have many options when it comes to phone service so I am glad that I got rid of my home service and use just a cell phone now. Their customer service is not friendly and not helpful. When I called to cancel my service because I was moving (as of 5/2) I was asked for the new address so they could send my final bill to me there. I never go this final bill instead I got a notice dated 5/22 stating that if I didn't pay this past due balance by 6/1, I was going to be sent to collections. I got the notice over the weekend so I couldn't talk to someone so I just made the payment over the phone. I called on Monday and when the person in collections couldn't answer my questions, she dumped me into general customer service (without telling me she was doing so), which I hung up after waiting on hold for 10 minutes and pulled my final bill off the Internet. They gave me a whole 18 days to pay the bill before they issued this collection notice.
I had the DSL service for 5 years and I always had problems. The modem they gave me was crap. I would have had to buy a new one if I wanted to get a better one even though they gave me this one initially. I would turn on the computer and the modem wouldn't work so I would have to turn off my computer, shut down the modem and then re-boot my computer. This would happen every day for weeks, then it wouldn't happen for months and then the cycle would continue.
A word of advice if you have the service, you need to call them to ask for a better rate, they will not always offer you one but you may have to go into a contact at that rate. Once that contract is up, your rate will likely go up so you'll need to contact them again for a better rate. I found that out when I called to go from a wired line to wireless service. The person who told me this made couldn't believe I hadn't just called them for a better rate, so this was my fault whereas in the past, they had contacted me with a new rate plan.
Shame on AT&T for its' unnecessary censurship of the Pearl Jam performancein its Blue room simalcast. They removed critisism of George Bush from the performance. It is a sorry state for democracy if singers and artists can not be critical of polititians.
I urge all customers of AT&T to leave this miserable company.
DO NOT listen to the ads, this is trickery at it's best. They claim that they can get service anywhere. Well, what about right in the middle of the 3 largest city in the nation? The answer is "NO". First, it's hard to connect, second, when it does connect it is so slow it's pathetic. Do yourself a favor and use Sprint or Vorizon for your laptop, especially if you have an Apple.
I've had a terrible experience with ATT DSL Direct. The service never reaches even close to the advertised speed (but that isn't unusual for DSL) and the customer service has been atrocious. First, my confirmation had the correct charge on it, then a second came with a higher amount. I waited on hold for about fifteen minutes (a typical experience with ATT), was transferred and spent another fifteen on hold, transferred again and, you guessed it, spent another fifteen minutes on hold. I was then told that they could not pull up my account without an account number, which I didn't have because I didn't save my order confirmation. I was tired of dealing with them, so I asked to cancel service, but was told that I could not cancel without an account number! The agent was rude and lectured me about not saving order confirmations. Finally, I received a bill with my account number on it. The bill was for the wrong amount of course, so I called, spent a while on hold, and finally reached an agent who could help me. She supposedly resolved my issue, but another bill came with the same problem. I called once again, spent who knows how long on hold, and "resolved" the issue again. Then, the same problem a third time, and the same process. Anyway, that is enough of the rant :-( The only recourse I have I guess.