AT&T Cable Internet Review - Review on AT&T's Cable Internet service

Reviewer: Quang Le

Pros:

Normal or nothing unusual. Price is equal or higher than our ex-carrier, XO Comm. (disclaimer - I don't work or get any compensation for XO. I was their ex-customer).

Cons:

It took them more than a year to finish our project of installing 2 T1. Starting 8/2008 and finished on 09/21/2009. Then, technical problem happened but no support because delaying paperwork. I filed BBB on 01/19/2010. Not keeping their promises.

Other Thoughts:

I had to keep XO Comm's service during that one-year-installation, and the technical support of XO was good and understanding - no grunting, no complaint. ATT send me to collection because they partially finished the project and wanted to collect the money for the T1 for data even I was guaranteed that the fee would be waive because they know that I had XO Comm service as a package of 2 T1's. Until 01/06/10, 6 months later, I still received collection letter threatening cutting their services.

Now technical is worse. Promised the project would be done in 45 days. it lasted more than a year with one shipment of wrong equipments. They don't come to your site for survey. They take info over phone and then blame back on us, luckily I told more than 2 guys about our configuration so they couldn't blame on me. Right after installation, we canNOT pick up any incoming calls most of the days, some days, if we are lucky, we can pick up 5 - 6 calls. I called and was transferred around for a total of more than 10 working days. Eventually, I was transferred to the right department IPFlex Maintenance and the tech support in Asia took half an hour to find out and inform me that they don't have our account in their system yet. This lasted more than 3 months.

Then, on 01/06/10, after 3 days calling around, I was transferred to IPFlex Maintenance again, this time they courteously transferred me to Mr. Jefferson III, Roosevelt at Provision Dept. who confirmed that our account was still within his department. He promised to resolve the technical problem in a day or less. He also took our phone vendor and promised to work with them. A week later, the technical problem was still there. I emailed him and the sales team on 01/15/2010 and got no response. Nothing - Nada. And we were still suffering with drop calls. I emailed them again today 01/19/2010 and got the following message:
" In regards to the CNAM issue, the one downside to using a CAS handoff is it does not support CNAM forwarding. The account is in maintenance so the provisioning engineers have no access to the router on-site. The phone vendor will have to call maintenance and coordinate remote support to troubleshoot the issue with the call routing issue. Once the call hits the router and the phone system rings the issue with call mapping is internal and a system issue involved with the configuration of the PBX."
I'm wondering where is the promise of fixing it the next day. where is their courtesy email etiquette. It was there with their provision department just 2 weeks ago and it had been there for 3 months. Why transfer our account now before fixing it? Why didn't let me know in my following up email? why they kept our account in their provision department for more than 3 months? More why questions like why they didn't live up to their promises? why they didn't care to give me the number of maintenance. Only until I asked and he slapped back with an email without greetings, ending. Very unprofessional : "At the time the account was not accepted into maintenance so it was updated in their database. The maintenance number to dial is 877 288 8362. "