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Friday, October 09, 2009

AT&T FAIL!

AT&T is freaking me out. First, my bill was higher than normal, so I tried to log in to see my bill. I click on the link in the email they sent telling me my balance and try to log in. They sent it to my gmail account, so I try using that address when they ask me for an address. Turns out that's wrong. So I try several alternate addresses, then realize there's probably an account that comes with my service. I try that and it says I've been locked out "for my security." Right.

So I try to call them and end up talking to an agent who doesn't have much of a clue who says there's a third party charge on my bill. I say, "How is that possible?" She wanders around for a bit and says it's all allowed. I say it most certainly is not and ask to talk to her manager.

He's a nice chap who actually explained it. He said it's a thing that happens, and to be sure to always check your bill, and that a lot of people don't so these companies get away with it. I'm still not sure why it's in any way okay for an external company to add charges to my phone bill, but there was something about FCC regulations that just made me more anxious and uncomfortable.

Meanwhile, I still can't get into the web site to see the bill for myself. I'm locked out of the site for my security. The nice chap transfers me back to the dim bulb on his staff and she transfers me to the DSL tech support department, which can't really help me. I explain my problem, the Indian chap on the other end gets confused. Eventually, he tries to transfer me and hangs up on me. Sigh.

Then I try back on the web site. Still can't get in. Still can't see my bill.

So then I try calling the mysterious 3rd party: Enhanced Billing Services. The number is not accessible in my area. It's an 800 number that's limited to service in other areas of the country.

So I call back again to let them know I can't possibly call the folks who are clearly scamming me. Several transfers later, I talk to a nice guy in billing who notes this on the account and gives me wishes of hopes for the best.

But ultimately, I'm now pretty uncomfortable with AT&T. How do I get DSL service without a land line? Comcast wants to charge me twice what I pay for DSL, so that's not a great option, but on the flip side, they sure haven't mucked up my account like this.

EDIT: Oooh. Comcast now offers an economy service for $24.99. Looks like it may be time to kiss the land line goodbye.

4 Comments:

  • You can also get a DSL connection without a landline now you pay a bit more but you can do it. Good luck figuring it out.

    ~Alison

    By Blogger Alison, at 10:58 PM  

  • I think Sonic.net offers dsl without a landline. I have dsl with them with a landline and am happy with them. Good cusotmer service.

    I would check with them before Comcast.

    By Blogger Chrisfs, at 10:13 AM  

  • I have been very satisfied with comcast as an ISP. Super fast and very reliable.

    By Blogger mice, at 12:29 AM  

  • Maybe break problem into two parts. Call help again and just ask about getting into your web account. See if password or whatever can be reset.

    I'm still using Earthlink for access and have a landline so am probably paying more $$$ than I should be, so no good suggestions.

    By Blogger Kim, at 10:19 PM  

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