ATT’s Strong-Arm Tactics

Today I was surprised to come home for lunch and find the following error message when I tried to browse online:

Important Message                      NRCM

Your Internet access, including any VoIP services that utilize your Internet connection, has been temporarily suspended.
Please call us as soon as possible!

We have sent you a number of notifications about an important network upgrade to AT&T U-verse High Speed Internet service for your area.

You need to contact us to have your access restored and set up an appointment to have the necessary equipment installed in your home for the upgrade.

Please call 1.877.377.1686 at the times listed below:
8am – 7pm Local Time Monday through Friday    8am – 5pm Local Time Saturday    Closed on Sunday

It is important that we hear from you so that your current high speed Internet service is not disconnected on the date provided
in your notifications.

As you might expect, I was shocked and pretty PO’d at these strong-arm tactics. Yes. we’d received what we considered junk mail solicitations to switch to U-verse from our current DSL. This would mean a disruption in our service, figuring out a new wireless configuration in our home, and possible added cost with no benefit other than possibly faster internet speeds. (Note to ATT, maybe if you actually provided the internet speeds we pay for on a consistent basis, we’d believe your promise of faster speeds with U-verse). Like most junk mail, we ignored them. After all, we pay our bills, so why would they suspend our service?

It’s pretty reprehensible that they did. Yes, we were warned, though we never took the warnings that seriously, and in fact we had good reason not to. We called the number, and were told we needed our account number from our bill. Since we use auto-pay, we don’t get a bill. We couldn’t even access a recent email with that information. So the initial call ended in frustration. We had no internet and no way of providing the information we needed to restore it. We had done nothing wrong, yet our service was interrupted (not cancelled, of course).

Fortunately, when my wife, whose name is on the account, called back, the person she talked to that time was able to use her name and social security number to update the account. This operator also revealed that DSL service, which I had been told would be discontinued in our area, probably wouldn’t be discontinued for another year or two. We certainly have enough time to make our decision of whether we want to switch to U-verse or find another option. ATT’s tactics of turning off our service just to get us to call when there apparently isn’t a rush to make a decision don’t make us very happy customers. We’ve had consistent phone and broadband service at this address with BellSouth and then ATT for over 15 years. That’s no way to treat loyal customers, if you ask me.

We have two main issues with switching to U-verse. One is that we use internet constantly for work and for personal communication, so we don’t want an interruption (and really didn’t appreciate losing an hour out of our day to sort this out today!), so IF we decide to change our configuration, we’ll want to do it at a time when we won’t be using it heavily and when we can test out and deal with any incompatibilities that will undoubtedly arise. The other issue is cost. Yes, they make it sound like it will be cheaper, and for the first year it will be. But after that the charges go up, and there’s a $7 a month charge for a wifi router that we don’t want or need. Though we do need a modem or gateway for broadband, we have a wireless router that we’re happy with, so why should we be forced to use one provided by ATT? Yet ATT seems intent on either driving us away or forcing us to use their U-verse service. It may be time to investigate alternatives.

One response to this post.

  1. Happened to me today. After AT&T calling me 2x a week for YEARS wanting me to upgrade DSL to their U-verse service, I finally asked them to stop calling me. The calls stopped, but today my AT&T Internet service was temporarily suspended to FORCE me to call in and listen to their special “upgrade” offer that would offer me the same speed and the same cost as I currently receive! I have a contract with them for a special price until November, and suspending my paid up service until I listen to their sales pitch is a tactic I have NEVER heard of in some 30 years’ experience in the electronic/communications industry.

    Reply

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