Report: #273181

Complaint Review: SBC Yahoo DSL

  • Submitted: Fri, September 07, 2007
  • Updated: Sat, November 03, 2007
  • Reported By: Dallas Texas
  • SBC Yahoo DSL
    Dallas, Texas

SBC Yahoo DSL Service Outage, Not Willing to Admit Fault or Fix Ripoff Dallas Texas

*Consumer Comment: Sounds About Right

*Consumer Comment: OMG

Show customers why they should trust your business over your competitors...

I have moved to Dallas in July 2007 for a six-month internship at Texas Instruments and signed up for SBC Yahoo DSL after seeing an advertisement about Yahoo DSL being $14.95 a month. The saleman told me that including tax monthly bill will be $35, which is still cheaper than cable I thought. The first month I was billed ~$150, the bill included $50 for the modem whose rebate I still have not received and various taxes totalling ~$50 for a new phone line. That was still OK for me.

However, what makes me mad is that since September 3rd, I noticed my internet connection is suddenly gone. I was able to use internet the day before. I can see the ping to is working but there is 10%~20% packet loss. I was pretty sure the problem was in the DSL central office (CO).

I called the tech support and a guy with Indian accent started from the beginning obviously according to a manual by having me reset the modem, disconnect and log in again, clean the browser cache, manually set the DNS address and so on which cost me an hour and half. Even if I repeatedly told him that since the ping works so the DSL modem and the DNS must be working, and my suspicion that there is something wrong with my regional DSL CO, he would not listen because obviously the manual has higher priority than the customer. I told him I will wait for a couple of days and try again to see if people at my regional CO fixed the problem.

After 3 days I tried to use the internet and the same problem is still there. I called tech support again and they had me do another set of resetting the modem and rebooting my PC etc. Then the Indian technician said please hold he will call a "2nd tier technician". After holding for 10 minutes or so a "2nd tier technician" without Indian accent answered the call and I had to describe the problem to him all over again and he had me reset the modem, logout/login, reboot my PC with safe-mode etc. The same problem stays. After another 1.5 hour he finally said he will "file a ticket" and that guys at my regional DSL CO will call me the next day, and that there may be charges if technician comes to my apartment and find my modem is broken (who's fault is that in that case?)

The next day (9/7) I received a call from a lady with African American accent (apparently from local) saying that my region is in "critical" status but she cannot dispatch anybody to the central office to fix the problem until 9/12.

So now I am left without internet at home for half a month, without a gaurantee it will be fixed after 9/12, neither do I have the choice to cancel their DSL service and switch to cable due to the high initial cost. A ~$70 cell phone over limit usage charge is waiting for me for the 3 hour talk with their useless tech support entirely due to their fault of not having the most basic service outage monitoring.

I will never sign up for SBC Yahoo DSL again and I will recommend everybody I meet against signing up for SBC Yahoo DSL.

Zhiheng cao
Dallas, Texas
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This report was posted on Ripoff Report on 09/07/2007 06:56 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

Sounds About Right

AUTHOR: Cory - (U.S.A.)

Had many similar problems with sbc when I changed over my two business lines and DSL to sbc. I HAD THEM PUT EVERYTHING IN WRITTING, INCLUDING HAVING A TECH COME OUT AND HOOK THE MESS UP. To begin with, it took about 6 months to collect the rebates and the $49 visa reward card. It also took 2 trips by the tech before the whole thing worked properly. The tech was great and rewired a bunch of stuff at my office, including the phone lines and several other lines. He told me not to bother with their disk cause it wasn't worth d**k and used software off of his laptop cause I too, couldn't connect using their disk to connect. They tried but couldn't, to bill me for his visits, cause I had it in writting that they would send a tech out AT NO CHARGE. The also tried to overcharge me out the butt, but because I had their quote to change over to them, IN WRITTING, they had to honor those prices. I never did get the rebates, they finally credited my account the amounts of the rebates they had promised. As a matter of fact, they doubled a couple of them which worked out just fine. It just took me 6 months and dozens of phone calls to get them. I find it interesting that a person with an "oriental" name is commenting about people with "indian", "without indian" and "african-american" accents?
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#2 Consumer Comment


AUTHOR: Whut? - (U.S.A.)

You haven't even began finding out the errors of SBC! I signed uo 3 years ago for home phone, cell phone and internet all the be about $80.00 per month, my first bill was nearly $500.00!

I called immediatley of course I WAS WRONG, I forwarded my email confirmation stating what my bill WAS to be from the rep "Abraham" they had never employed anyone by that name....although the email had ATT/SBC on it and was sent the same day I spent 1 1/2 hours on the phone to get "connected" I tried the argument of if you never had a rep by that name then you don't have a customer by my name...didn't fly at all. From that point on my bill was about $140.00 a month....then I moved 11 miles away.

For two months I did not get a worries, I'll just pay it when I get it (I refused to call them any longer after disbuting $140.00 per month for months).

I finally got my bill $1,044.00...why? Because they changed my home service....which I only asked to be transferred to a BUSINESS account.Did they correct it? NO...then when my "term" was up they had the nerve to ask "why I wanted to cancel"...

good luck your gonna need it
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