I was recommended to AT&T U-verse by a friend who works for DirecTV that helped me originally setup my cable service. I used Time Warner for my internet service for a year because they were the best option at the time until they raised my rates to over $60 a month so I decided to explore alternatives. I setup my new service over the phone on December 17, 2012.
I had a wonderful call with the sales woman at AT&T setting up my service, but I should have known it was too good to be true, it just seemed too easy. She enthusiastically set me up with their 12MB/s package for a promotional rate of $29.95/month + a $5.00/month "administration fee" which was perfect considering I was paying $29.99/month with Time Warner for 10MB/s for the promotional rate. Then the rep asked me if I needed to have a technician come to my residence to setup the modem for only $150. [continued below]....
.......umm, excuse me? I gracefully declined after being told that I should be fine if I followed the guide provided in the installation kit. It took me all of about 15-20 minutes beginning to end without any issues whatsoever. WiFi connection worked great from the start.
But this is where the fun ends because when I finally setup my online account to pay my bill I was shocked to find that I was charged $158.75 to setup my account, pay for the modem and pay all of the little fees and charges they pass along from the state. The only charge I was expecting to see was my first month of service and the admin fee for a total of $34.95 which I confirmed with the sales rep before ending the call. The rep told me on the phone that there were no additional charges. Even when I asked about the modem, she somehow failed to mentioned the fact that I would be charged $100 for the hardware. Time Warner charges nothing if you return their equipment after cancelling your service, just an FYI. She also failed to mention that I would be charged an additional $50 "account setup fee" and didn't mention any of the additional taxes or fees. I mean, who in their right mind would pay all of that for new internet service when their competition is so much cheaper? Obviously, no one would if they knew their options. The kicker was, the rep also told me that my services were linked to my DirecTV account which is why I received the promotional rate, which also not true. My services had separate bills on separate accounts.
This may simply be a case where this individual rep is just a defeated person and can't handle people hanging up on her when they find out how much it costs to setup their service so she lied to get a sale. She lied by omitting all of the billing information, she lied about my benefits as an existing customer and the worst part is, I should have seen it coming because I didn't have to pay anything to get started. "No, you don't have to pay anything today, you'll received your first billing statement in about a week."
Like I said, too easy but I guess I learned a valuable lesson. Always ask, "Are their any additional fees?" or "What is the total bill, with everything?" It would have saved me a lot of time and headaches if I would have taken five seconds to ask a simple question just to make everything perfectly clear. The worst part is, I know I will never do business with AT&T ever again, and I'm going to cancel my DirecTV service just for being associated with U-verse. And I can't believe I'm saying this but Time Warner is now the lesser of two evils. Wow.