AT&T Using Immoral (illegal?) Upsell Tactics

[stix213]

Had my AT&T U-verse internet install this morning. Had to take some time off work of course to allow for their technician install schedule, so irritating but not terrible that in itself....

What is immoral, and I'm wondering if flat out illegal, is after the technician arrived I was told that I am "out of range" even though their website says I am in range. But, if I were to add TV service I could get the internet service I ordered because they would extend the Internet service range for me. TV service of course is even more expensive than the Internet service I ordered. Sounds like a load of bull**** designed to upsell Internet only orders to TV+Internet accounts.

Anyone else heard of this kind of BS sales tactic on the part of AT&T? I'm seriously considering filing a complaint with the FCC.

I turned down the TV service, so the AT&T tech left without installing my Internet.

[zhyla]

It's not an FCC issue since it doesn't go over the air.

It does sound like B.S. especially since whatever work to "extend" the range was presumably something he could do on the spot. Though it may be that you need some fancy box that only comes free with TV service?

If you can get cable service you're probably better off anyways.

[stix213]

It's not an FCC issue since it doesn't go over the air.

It does sound like B.S. especially since whatever work to "extend" the range was presumably something he could do on the spot. Though it may be that you need some fancy box that only comes free with TV service?

If you can get cable service you're probably better off anyways.

I have comcast cable internet, but it goes down about 20 times per day so that is why I was switching to AT&T.

The AT&T tech says its something they do at the main office to extend the range, and that they have a new policy of only doing it for customers that also buy TV service.

[billdeserthills]

I like to tell those guys that I have a policy too, F them

[Joe]

I have comcast cable internet, but it goes down about 20 times per day so that is why I was switching to AT&T.

The AT&T tech says its something they do at the main office to extend the range, and that they have a new policy of only doing it for customers that also buy TV service.

Have you tried requesting a new cable box through comcast? They've always fixed my internet problems quickly. I've had zero problems for almost 2 years now. Not even 1 minute of down time.

[JDay]

Sounds like a bait-and-switch which is illegal under state and federal law.

http://www.ftc.gov/bcp/guides/baitads-gd.htm

Sec. 238.3 Discouragement of purchase of advertised merchandise.

No act or practice should be engaged in by an advertiser to discourage the purchase of the advertised merchandise as part of a bait scheme to sell other merchandise. Among acts or practices which will be considered in determining if an advertisement is a bona fide offer are:

(a) The refusal to show, demonstrate, or sell the product offered in accordance with the terms of the offer,

(b) The disparagement by acts or words of the advertised product or the disparagement of the guarantee, credit terms, availability of service, repairs or parts, or in any other respect, in connection with it,

(c) The failure to have available at all outlets listed in the advertisement a sufficient quantity of the advertised product to meet reasonably anticipated demands, unless the advertisement clearly and adequately discloses that supply is limited and/or the merchandise is available only at designated outlets,

(d) The refusal to take orders for the advertised merchandise to be delivered within a reasonable period of time,

(e) The showing or demonstrating of a product which is defective, unusable or impractical for the purpose represented or implied in the advertisement,

(f) Use of a sales plan or method of compensation for salesmen or penalizing salesmen, designed to prevent or discourage them from selling the advertised product. [Guide 3]

Sec. 238.4 Switch after sale.

No practice should be pursued by an advertiser, in the event of sale of the advertised product, of "unselling" with the intent and purpose of selling other merchandise in its stead. Among acts or practices which will be considered in determining if the initial sale was in good faith, and not a stratagem to sell other merchandise, are:

(a) Accepting a deposit for the advertised product, then switching the purchaser to a higher-priced product,

(b) Failure to make delivery of the advertised product within a reasonable time or to make a refund,

(c) Disparagement by acts or words of the advertised product, or the disparagement of the guarantee, credit terms, availability of service, repairs, or in any other respect, in connection with it,

(d) The delivery of the advertised product which is defective, unusable or impractical for the purpose represented or implied in the advertisement. [Guide 4]

Note: Sales of advertised merchandise. Sales of the advertised merchandise do not preclude the existence of a bait and switch scheme. It has been determined that, on occasions, this is a mere incidental byproduct of the fundamental plan and is intended to provide an aura of legitimacy to the overall operation.

[JDay]

It's not an FCC issue since it doesn't go over the air.

Actually it's not an FCC issue because they do not have anything to do with trade regulations. This is an FTC issue however.

I have comcast cable internet, but it goes down about 20 times per day so that is why I was switching to AT&T.

Have them check your line drop (they get corroded) and the cabling inside your house (older cabling doesn't have the correct gain). 99% chance the issue is one of those two.

[Merc1138]

Have comcast actually fix your connection and tell at&t to go **** themselves.

[Autarchist]

AT&T is, in my experience, a HORRIBLE company to work with. I've had their internet "service" at two separate locations, and both times were almost non-stop problems. They are just slightly better to deal with than some government bureaucratic agency.

Comcast is better, but just barely "good enough", especially for what they charge.

The root of this problem is the lack of competition in the ISP market. You can thank the government for creating that monopoly. There is a reason why the United States has some of the slowest internet speeds in the world. Other countries are continually getting faster and faster speeds, and today the United States is number 20-something on the internet speed ranking list.

That's right, the country where the internet was "invented" isn't even in the top 10, or even the top 5. This coincides with the fact that the US is also dropping down the list of the most "free" countries - one can no longer say indisputably "the USA is the freest country in the world!".

[paul0660]

I went through 3 modems with comcast until one worked, and the symptom was dropped connections. Now it has been fine for years.

[robcoe]

Had my AT&T U-verse internet install this morning. Had to take some time off work of course to allow for their technician install schedule, so irritating but not terrible that in itself....

What is immoral, and I'm wondering if flat out illegal, is after the technician arrived I was told that I am "out of range" even though their website says I am in range. But, if I were to add TV service I could get the internet service I ordered because they would extend the Internet service range for me. TV service of course is even more expensive than the Internet service I ordered. Sounds like a load of bull**** designed to upsell Internet only orders to TV+Internet accounts.

Anyone else heard of this kind of BS sales tactic on the part of AT&T? I'm seriously considering filing a complaint with the FCC.

I turned down the TV service, so the AT&T tech left without installing my Internet.

I would have pulled out a phone and called the local install office right there to confirm if his story was true or not, to me it sounds like bait and switch.

Also you did the right thing with telling them to **** off.

Also for your problem with concast, I was having a similar problem with Charter internet(went down at least 50 times a day), then after making them come out once a week for a month, they finally said "oh, the filter on the line leading to your house hasn't been replaced since 1895, that's why it's having a hard time with the new equipment and services", they replaced the filter on the pole and suddenly it works perfectly.

[fighterpilot562]

Had my AT&T U-verse internet install this morning. Had to take some time off work of course to allow for their technician install schedule, so irritating but not terrible that in itself....

What is immoral, and I'm wondering if flat out illegal, is after the technician arrived I was told that I am "out of range" even though their website says I am in range. But, if I were to add TV service I could get the internet service I ordered because they would extend the Internet service range for me. TV service of course is even more expensive than the Internet service I ordered. Sounds like a load of bull**** designed to upsell Internet only orders to TV+Internet accounts.

Anyone else heard of this kind of BS sales tactic on the part of AT&T? I'm seriously considering filing a complaint with the FCC.

I turned down the TV service, so the AT&T tech left without installing my Internet.

I had a similar problem. I went to ATT store to upgrade some phones, and end up wanting Uverse(a lot cheaper then Dish Network for package we getting)
So finally they came to install(we were getting internet and tv) and the guy told me we were out of range(even though online said we were able to get it). so he said he had to call the pole guy to come check the signal. So the tech left for a few hours and came back when the pole guy finally showed up. and he "looked" at it but didnt do anything else and told the tech he couldnt "fix" it. so the tech told me the guy couldnt do anything about it. so i was like wth and i was like so what now, and the guy said there nothing they can do so i was like this was a waste of time and he left.

*fast forward a few days* my dad coworker use to work for them and said that they should have fixed it(its there job) and the pole guy was just being lazy.
So screw you ATT! when my phone contracts up i am going else where.

[cbaer5]

I got the same thing form the tech that was at my house "they never should have should you this service" referring to the speed capabilities. Then over the phone with an agent she said sometimes they (the persons that sell the products) are allowed to sell products that really dont work.

The thing that really got me mad is when the first month bill came in it just under 600 bucks. They really screwed the pooch on my bill. It took two weeks and about 16 hours on the phone to get things straitened out.

Did they tell you about the 100 dollar modem you have to buy? They told me it was included in the price as a rental.

[Mr331]

Had my AT&T U-verse internet install this morning. Had to take some time off work of course to allow for their technician install schedule, so irritating but not terrible that in itself....

What is immoral, and I'm wondering if flat out illegal, is after the technician arrived I was told that I am "out of range" even though their website says I am in range. But, if I were to add TV service I could get the internet service I ordered because they would extend the Internet service range for me. TV service of course is even more expensive than the Internet service I ordered. Sounds like a load of bull**** designed to upsell Internet only orders to TV+Internet accounts.

Anyone else heard of this kind of BS sales tactic on the part of AT&T? I'm seriously considering filing a complaint with the FCC.

I turned down the TV service, so the AT&T tech left without installing my Internet.

The equipment that provides the TV service is different than the equipment that only provides Internet. The TV equipment has the ability to push the service out further with higher bandwith but is reserved for the TV service. Sometimes there are places on the edge of "in range" that are a case by case basis.

I had a similar problem. I went to ATT store to upgrade some phones, and end up wanting Uverse(a lot cheaper then Dish Network for package we getting)
So finally they came to install(we were getting internet and tv) and the guy told me we were out of range(even though online said we were able to get it). so he said he had to call the pole guy to come check the signal. So the tech left for a few hours and came back when the pole guy finally showed up. and he "looked" at it but didnt do anything else and told the tech he couldnt "fix" it. so the tech told me the guy couldnt do anything about it. so i was like wth and i was like so what now, and the guy said there nothing they can do so i was like this was a waste of time and he left.

*fast forward a few days* my dad coworker use to work for them and said that they should have fixed it(its there job) and the pole guy was just being lazy.

As for the "pole guy" not fixing the problem. He can't pick up your house and move it any closer to the station. The pole guy goes out to look at your overall loop length and to see if any legs of extra cable could be cut off to shorten your loop length. Only takes 15 min for the pole guy to look and make the determination that the loop is to long for the services requested. The distance at which the service will work is black and white. The distance your house sits from the station is not so black and white. I have seen some services work at one house but the neighbor is just past the bleeding edge and won't work. There are many places that are on the edge of the cable compay's system as well as ATT's system. Its like some cell phones work better in some places than others.

[fighterpilot562]

the pole is like right outside my house, i can throw a rock from my window and easily hit the pole.