ConnecTech disservice
Complaint
jeff allen
Country: United States
The service reference:
AT&T partnership with ConnecTech
The service promised:
This service was promoted as being an upgrade from the technical assistance service provided through AT&T Internet DSL. AT&T internet services advised me that ConnecTech would be available 24-hours a day, 365 days a year to assist with technical problems of all types (including software and, when possible, hardware problems) that AT&T DSL technicians may not have the knowledge or expertise to resolve. ConnecTech service is being billed at $15.00/month beginning 12.04.2011 with a caveat that if I should discontinue such service prior to a year’s time period, I would be billed for the remaining months’ service fees.
The situation:
On December 30 a friend who was staying a few days wanted to connect to my internet service. The network password I had been given by ConnecTech on the 12.04.11 contact showed as invalid. Through an automated system with AT&T internet services I was given a new password which also did not work. Between 3pm to 4pm EST, I contacted ConnecTech (866-470-4367) three times in efforts to resolve the situation.
The problem:
On the first call to ConnecTech, after I had explained the reason for my call, the technician questioned the status of the lights on the Gateway modem, to which I advised were all were lit green. The technician was persistent in verifying the lights were green to which I again assured her they were and that I was only requesting assistance with a password for the purpose mentioned above. I questioned the technician if she would address my specific issue to which she said she needed to “troubleshoot” the line. Again, I explained there was no problem whatsoever with the service during which the technician overspoke me. All of sudden the line was dead with dial tone soon to follow.
I called ConnecTech again. The gentleman who answered the call couldn’t get past my billing telephone number, repeatedly advising me he could not understand me. Having worked for years in customer service positions with AT&T/Pacific Telesis/Bell South, I know the importance of speaking slowly and clearly. Such was my speech with both calls. The technician kept saying he could not understand me and not that he couldn’t hear me. Once again, all of a sudden the line went dead.
I called again, listened to the recorded menu options and was able to obtain a new password. Unfortunately, that password didn’t work either.
When I called again I reached a third technician whose name I couldn’t understand because of the thick accent and who couldn’t understand me. At this point, my friend, who had simply asked to have access to my internet, told me not to bother so I gave up and hung up the phone. ConnecTech proved to me they cannot provide the service as prescribed.
The predicament:
I venture to say that the problems I incurred were due to a lack of communications between myself and the ConnecTech employees who spoke extremely broken English and had trouble interpreting my English.
The resolution:
Since ConnecTech has proven they cannot provide the level of service as they and AT&T DSL Internet services as promised, the service should be removed from my billing without termination penalties. I am requesting AT&T take whatever steps are necessary to discontinue the service and billing without termination fees. Realistically,there is no resolution
To AT&T:
I have been a steadfast customer of AT&T from before, during and after working in various positions with AT&T and Baby Bell companies. The partnership with DirecTV enhanced my loyalty with AT&T. DirecTV picture and service quality has been unbelievably superior to Bright House. If you aren’t able to resolve this issue to my satisfaction, when I move from Spring Hill to Daytona Beach at some point in 2012, I will accept the penalty fees and go with some other provider at that point. According my neighbor he has all his services through Bright House at about $40 less per month which includes premium channels (which I don’t have with DirecTV).
My grievance has nothing to do with the $15/month fee. My dissatisfaction is strictly on the level of service that I can expect with ConnecTech. Really… it’s no better than your DSL technical support group. The situation that led me being referred to ConnecTech on Dec 4 proved to be a problem with the password! Why I have problems with the password is beyond my understanding. If you can resolve this complaint to my satisfaction, I will accept the fact that not all technical problems can be resolved through your DSL group.
The lack of communication because of a difference in language with ConnecTech is the same as what I had experienced in the past when calling the AT&T DSL group (888-321-2375) – being routed to people who speak broken English. This is another reason why ConnecTech is not an enhanced service option. You have made a grave mistake subcontracting services to ConnecTech.
I called AT&T DSL group to advise them my next step is to submit a complaint to the Florida Public Service Commission. They did not ‘express regret’ (This was a standard statement used when I worked for the Bell System.) for my dissatisfaction. As a matter of fact, tech Latoya transferred me to a person named Ben whose comment was a lackadaisical, "Okay.".
No wonder Ben was so unconcerned about my reference to submitting a PSC complaint::: Florida PSC does not regulate internet services!!
AT&T partnership with ConnecTech
The service promised:
This service was promoted as being an upgrade from the technical assistance service provided through AT&T Internet DSL. AT&T internet services advised me that ConnecTech would be available 24-hours a day, 365 days a year to assist with technical problems of all types (including software and, when possible, hardware problems) that AT&T DSL technicians may not have the knowledge or expertise to resolve. ConnecTech service is being billed at $15.00/month beginning 12.04.2011 with a caveat that if I should discontinue such service prior to a year’s time period, I would be billed for the remaining months’ service fees.
The situation:
On December 30 a friend who was staying a few days wanted to connect to my internet service. The network password I had been given by ConnecTech on the 12.04.11 contact showed as invalid. Through an automated system with AT&T internet services I was given a new password which also did not work. Between 3pm to 4pm EST, I contacted ConnecTech (866-470-4367) three times in efforts to resolve the situation.
The problem:
On the first call to ConnecTech, after I had explained the reason for my call, the technician questioned the status of the lights on the Gateway modem, to which I advised were all were lit green. The technician was persistent in verifying the lights were green to which I again assured her they were and that I was only requesting assistance with a password for the purpose mentioned above. I questioned the technician if she would address my specific issue to which she said she needed to “troubleshoot” the line. Again, I explained there was no problem whatsoever with the service during which the technician overspoke me. All of sudden the line was dead with dial tone soon to follow.
I called ConnecTech again. The gentleman who answered the call couldn’t get past my billing telephone number, repeatedly advising me he could not understand me. Having worked for years in customer service positions with AT&T/Pacific Telesis/Bell South, I know the importance of speaking slowly and clearly. Such was my speech with both calls. The technician kept saying he could not understand me and not that he couldn’t hear me. Once again, all of a sudden the line went dead.
I called again, listened to the recorded menu options and was able to obtain a new password. Unfortunately, that password didn’t work either.
When I called again I reached a third technician whose name I couldn’t understand because of the thick accent and who couldn’t understand me. At this point, my friend, who had simply asked to have access to my internet, told me not to bother so I gave up and hung up the phone. ConnecTech proved to me they cannot provide the service as prescribed.
The predicament:
I venture to say that the problems I incurred were due to a lack of communications between myself and the ConnecTech employees who spoke extremely broken English and had trouble interpreting my English.
The resolution:
Since ConnecTech has proven they cannot provide the level of service as they and AT&T DSL Internet services as promised, the service should be removed from my billing without termination penalties. I am requesting AT&T take whatever steps are necessary to discontinue the service and billing without termination fees. Realistically,there is no resolution
To AT&T:
I have been a steadfast customer of AT&T from before, during and after working in various positions with AT&T and Baby Bell companies. The partnership with DirecTV enhanced my loyalty with AT&T. DirecTV picture and service quality has been unbelievably superior to Bright House. If you aren’t able to resolve this issue to my satisfaction, when I move from Spring Hill to Daytona Beach at some point in 2012, I will accept the penalty fees and go with some other provider at that point. According my neighbor he has all his services through Bright House at about $40 less per month which includes premium channels (which I don’t have with DirecTV).
My grievance has nothing to do with the $15/month fee. My dissatisfaction is strictly on the level of service that I can expect with ConnecTech. Really… it’s no better than your DSL technical support group. The situation that led me being referred to ConnecTech on Dec 4 proved to be a problem with the password! Why I have problems with the password is beyond my understanding. If you can resolve this complaint to my satisfaction, I will accept the fact that not all technical problems can be resolved through your DSL group.
The lack of communication because of a difference in language with ConnecTech is the same as what I had experienced in the past when calling the AT&T DSL group (888-321-2375) – being routed to people who speak broken English. This is another reason why ConnecTech is not an enhanced service option. You have made a grave mistake subcontracting services to ConnecTech.
I called AT&T DSL group to advise them my next step is to submit a complaint to the Florida Public Service Commission. They did not ‘express regret’ (This was a standard statement used when I worked for the Bell System.) for my dissatisfaction. As a matter of fact, tech Latoya transferred me to a person named Ben whose comment was a lackadaisical, "Okay.".
No wonder Ben was so unconcerned about my reference to submitting a PSC complaint::: Florida PSC does not regulate internet services!!
Comments
I moved out of AT&T area and had to go with a local phone company. After finding out that AT&T stops about a mile from where I was moving to. I had my internet disconnected in December, when I got my January bill it had a $15.00 charge on it. When I called AT&T I was told that the $15.00 charge was from Connec Tech and I would have to call them. I was given the number 866-294-3463. I was told that it takes them a long time to answer and to get me something to drink while I wait. I called. 32 minutes later I still on hold. I then hung up the phone and tried to get in touch with them on the inter-net. Ha!! You guess it. After getting the run around going from one site to the other, trying CHARLIE, I found a number at the bottom when I called it and someone answered I got real excited! Finally someone to talk to. But guess what she told me that this was not Connec Tech and that they had given me the wrong number. Come on, Really!! All I want to do it cancell it because I no longer live there. I defintely do not ever want any dealing with Connec Tech ever again, anyone that is even thinking about using them - Run as fast as you can the other way.
i'm on the line now fighting to get this damned "service" cancelled
SAVE YOUR MONEY FOR THE GEEK SQUAD. I have been paying out $15/month (I'm on disabillity so it really hurts my income) TO GET MY COMPUTER MORE SCREWED UP THAN IT ALREADY WAS.
i needed my computer cleaned up. I went through 5 techs in a week. Each one screwed it up more and more. The 4th one ended up with my computer not booting up at all. The 5th tech told me to hit F12, which got me into advanced start up mode. He then had me start my comp again and hit F12 again, and it just brought me up to safe mode, which didn't work at all. Next thing I knew, disconnected....
In tears because of all the trouble I have had in the past with this crap, I tried using my back up discs, repair system, restore, system image, all that crap didn't work. An hour or so later I tried hitting F12 again, yay it came up, and I hit system repair and within 5 friggin minutes my comp was working.
For a general, easy cleanup, it cost me at least 16-20 hours over 3-4 days with 5 techs.
I'm now waiting for a conference call between me, a supervisor and the billing department.
When this is over, after 30 years with ATT, I'm done, I'm going to find another phone and internet service if I can..
Update: the conference call? welp it was one for all of 10 minutes but for some reason the supervisor who could back me up on the problems I've had with them disappeared. typical
f*** ATT, I'm done
The newer looking one did not work (Later only one box appeared and it would not accept MY ID and P/W.) Then I began receiving my mail in reverse order; the oldest at the top of the page, just ass-backwards. Then email from 2006 began appearing. Then I could not access any email all. Disappearing from a line in the page heading sere the ID's of my various email sites. All I noticed in the heading was the icon of an evnelope for Outlook. So I thought AT&T ahd gotten out of the email business and had shifted to Outlook. Somehow I found ny email and transferred it to Outlook but could not access it because I did not know the ID and P/W at Outlook. Now it appears that AT&T/Yahoo mail is back again under my ID but sometimes rejects the P/W. Also it is all ass-backwards with the most recent emails at the bottom ot the page. I AM REALL IRRITATED AND FED UP WITH THIS MESS.
Dell had to reformat my entire harddrive to get it working again. When I called AT&T, the gave me a number to call Connec Tech. Connect Tech wanted to charge me $ 88.00 early cancelation fee. They said they did not cover damage to my harddrive. There was NO damage to my harddrive.
Connect Tech is not actually AT&T. Please read the reviews. The techs work out of their home and are obligated to work on at least two customers at one time. They are told to complete the service in one hour. So, again, please read the reviews before you purchase this useless service.
After more frustration than I can endure, I still cannot get email through Outlook, ATT net, Yahoo mail or any other source. My GMAIL seems to be working fine as does my internet connection.
I depend on my email and internet to make a living. I'm petrified that they've screwed up the computer worse than when it started. I'm unemployed, trying desperately to find a job, and I can't respond to people who've written me. ATT needs to RETHINK this partnership with ConnectTech. Oh excuse me, that implies they thought it through at all. So perhaps it should read ATT needs to THINK this through because it's not working!!!
come on! it's Christmas! they don't even care? no celebrations at all? get rid all of the managers here in the Philippines and change it! or better pull out your account in Sutherland and find a better company!
we've been doing sales everyday and let customers pay either $15 per month for 12 months commitment or one time payment of $49 but were not getting any compensation!
FIRST they all want to do a remote session and check mail settings and each and every one of them changed things WRONG! Next - until support person #3 NOT ONE would actually try a traceroute which shows the issue is in a router that is controlled by ATT. They "waived" the fee for my customer - because ATT uverse sent him there - this is INSANE! Uverse wanted to change all of his mail over to send out through an at&t server rather than SOLVE the problem and NOT One of the techs knows how to solve it - they are very polite but after hours of the same polite insanity you just want to pull the plug and blow up every computer!
AT&T Connectech what a joke. I never used the service and they are billing my bank account 14.99 a month for the past 2 years. Can't recall the phone number so they can not look up the account. Every time I call I'm switched to various operators. The only way I can stop them is to change my bank account. Anyone who is thinking about AT&T services should run in the other direction as quickly as possible. This company is so big they don't care if they loose coustomers. I'm so disappointed in AT&T I used to hold them in high regards.
Landline Phone- I ordered AT&T for my home phone. When the technician came out to install they could not get my home phone to work. They insisted it was the wireing and I would need to call an outside vendor to fix or they could fix the wiring for some astronomical price per hour. I told them before they came that day I was using the phone when I was with Surewest. They insisted it was my inside wiring. I kept insisting there was no problem with my wiring and I told the technician I wanted to speak to a supervisor. After going back and forth and a few days later a supervisor came to my home to see what the problem was. Sure enough they hooked it up wrong. Weeks later I paid the early termination fee and went back to Surewest.
AT&T shame on you.