Businessweek Archives

SBC DSL--Promises Made, Promises Kept?


? Can Garnick get Keane going? |

Main

| Google, Vonage, Skype: Peas From The Same Pod? ?

August 29, 2005

SBC DSL--Promises Made, Promises Kept?

Cliff Edwards

Whatever happened to keeping the promises both implied and real that you make to a customer? In nearly every industry you look nowadays, it seems customer service is getting more miserable. Why is the onus now on the customer to make sure you're getting exactly what you pay for?

Consider my recent experience upgrading my DSL service: SBC is trying to lure people away from cable's broadband, and to keep its own DSL customers, with hot pricing deals of $15 for basic service and $25 for expanded. I recently discovered that since I signed up for DSL years ago, I was getting speeds worse in some cases that what'd you get for basic service.

A quick call to SBC was meant to change that. I signed up for DSL pro, which offers 1.5 to 3 Mbps downstream and 384 to 584 Kbps upstream. A super-chatty customer service agent told me I would have to sign up for long-distance to get the better price (as a current SBC customer). I did that, then was told to wait for seven days for the DSL speed boost to occur automatically.

Nine days later, I was still waiting.

Again, I called SBC customer service, only to be told that the first customer service agent had noted the change but never actually submitted the order (though he did manage to submit the long-distance order that was adding some bucks to my bill). I was told to wait seven days more for the line upgrade to be provisioned.

Another eight days later, still no faster speed. In fact, the upstream speed appeared to have slowed down! I called customer service again, but was told the speed had been upgraded. My testing through dslreports.com told me otherwise. The new suggestion: Wait a few days more, then call back.

Fed up, I e-mailed the regional PR rep for SBC and described my problems, noting I planned to write a blog on them. Within 24 hours, I was getting speeds near the top of the promised faster range.

An SBC rep told me the problem is that 90% of the time, you can upgrade a customer's speed simply my entering the order into the electronic system. But the other 10%, you must physically do location work to replace old cabling or equipment.

Oddly, no one told me that when I first ordered upgraded service, nor at any point when I called to complain. Other friends say they, too, have ordered the faster service but seen no upgrade. Not being journalists, they haven't been told of the 90-10 problem.

Where's the love SBC?

01:58 PM

telecom

TrackBack URL for this entry:

http://blogs.businessweek.com/mt/mt-tb.cgi/

Sounds very much like BellSouth. The company has made promises that the people in the field say it not possible. Every time either tech support or customer service has been contacted there is often a different story told as to why something doesn't work the way advertised or promised. Everyone who is an employee at BellSouth has been very pleasant in conversation. But, when the results are in the company seems to be interested in everything but reality.

Posted by: e sapwater at August 29, 2005 03:54 PM

Given SBC's monopoly power in their market area (particularly where cable doesn't serve), how can they engage in an illegal "tie" sale of demanding you pay for long-distance--a wholly unrelated service--to get faster DSL?

Sounds like an oppoortunity for some quick class-action attorney, to me.

Oh, and my challenge: Try what you did in an area where I live (about 40 miles East of Sacramento). This is (and will likely never be) DSL for the roughly 30,000 households that aren't directly located near the few outmoded Central Offices in the area.

From our perspective, you got superb service from SBC :-)

Posted by: Carol Anne Ogdin at August 29, 2005 05:00 PM

I've got DSL from SBC and I know a bunch of people who got it with this deal. They love it.

Posted by: Rosemary Childress at August 30, 2005 08:21 AM

It is just not with SBC. Almost all enterprises are doing it these days. Customer had to call umpteen times to get what he needs or deserves. The focus has changed from customer service to the bottom lines, no matter what.

I had a terrible experience with Vonage, Uhaul and Budget Truck rental a couple of months back. Here are links to my story of agony over customer service.

http://chinnibits.blogspot.com/2005/07/vonage-expecting-good-customer-service.html

Partly problem is due to commodatized customer service agents/call centers, in my opinion.

http://chinnibits.blogspot.com/2005/07/customer-service-sucks-everywhere.html

Posted by: Murali at August 30, 2005 09:03 AM

The cable companies are the worst. They charge you double what DSL costs and then the service is :( Don't get me started.

Posted by: dee peterson at August 30, 2005 10:02 AM

On behalf of SBC, I would like to apologize for the delays in providing you with upgraded DSL service. It should never have happened this way,

and, if it's any consolation, it rarely does.

In fact, today we are meeting the installation date for DSL 98% of the time, and in many cases, customers are up and running sooner, thanks to our improved self-installation process.

That's why 6 million people subscribe to our service, making SBC the nation's DSL leader.

We know that outstanding service is the key to winning and keeping customers. We will continue our work to create the best experience possible for our customers. Thanks for staying with us, Cliff.

Posted by: Selim Bingol at August 30, 2005 10:11 AM

What the folks at DSL won't tell you is that attaining those advertised speeds is completely dependent on how far you are from their office or DSLAM. If you aren't getting the advertised speeds on the lower tiers, upgrading is not going to get you any closer to the speed you are paying for unless you want to move. Then again, you get what you pay for. If you want speed try cable!

Posted by: Leslie at August 30, 2005 12:13 PM

I had a similar experience with SBC last year when I upgraded my DSL service to a higher speed. Fortunately, there are great resources available on the Internet, like DSLreports.com, where I could get information on the problem from their user forum.

Even though I knew what the issues were and how to explain them, it still took several phone calls with customer service and a technician visit before they realized someone forgot to make the switch in their system...

Posted by: John at August 30, 2005 12:52 PM

I am definitely with you on the SBC issues. We signed up about 6 months ago for their Wireless internet, yet for the next 3 months, it only worked about half of the time. SBC continued to tell my roommates that the problem was with their individual computers, and that they would have to contact those companies about the problems. Mind you, we had an IBM, a MAC, and a Dell. None worked.

Finally, after probably spending 12 hours over the course of 2 days on the phone with SBC's tech support (all of the other companies agreed that it was in fact nothing wrong with the internal settings of the computers), we got one rep who actually knew something about computers and the wireless routers, had us change one setting on the router, and it's been fine ever since.

Mind you, that's after paying for a router and 3 months of service with almost no use of the internet and probably the equivalent of a week on the phone with various customer service reps who had no idea what they were talking about and sounded like they were making it all up on the spot. You know it's bad if they don't even sound like they know what's going on.

And I have many friends with similar stories. The worst is in places where SBC has the entire monopoly... at least I could threaten them with switching companies and demanding all of my money back. Some friends don't have that option.

Posted by: Cassie at August 31, 2005 09:29 PM

Qwest here in Denver was being just as cavalier -- until customers started defecting in droves. Now they call *me* with suggestions for upgrades in service or cost-savings. Yet the larger trend -- of putting the onus on customers to get what they pay for -- is both disturbing and widespread. I recently received a call from Chase Credit Cards, shilling the fear of identity theft and offering a service that will let me know if there is any "suspicious activity" on my card -- for just an additional $12.95 per month, billed to my account for my "convenience." When I inquired, "but shouldn't they notify me of suspicious activity anyway? Why would I pay extra for that?," my poor outsourced contact in India was gracious, but had no answer. I remember when these were "value adds" -- now, in the days of churn and niche services, they are apparently revenue streams.

Posted by: Merredith at September 8, 2005 07:01 PM

SBC Customer service is a real pain with their automated voice system. They ask you to enter/speak your choices starting from your telephone number. And finally after waiting for a long time, the CSR comes up and asks the same questions. When I told them that I just spent 15 minutes providing you all the information, she said, 'Yes. It was not recorded for some reason and you will have to provide me again so that I can pull up your account information'.

Posted by: Vimal at September 12, 2005 11:41 AM

Everyone sounds so surprised with they receive products that don't work as advertised or customer service is less than adequate. Cmon people live in the real world..... it is not about what is promised, right, honest or just...it is about money, it has always been about money and it will continue to be about money...

every decision a corporation makes is based on money - how much will it cost? how much can we make? how much will it cut into our profits? What happens to the stock price?

do you really think these corporations genuinely believe customers are going to get as good or better service from a technical support company in India than in the US?

Just the other day someone said to me "why would Dell have support people 1/2 around the world that don't speak English clearly and seem to know less about the computer than I do?" I simply said "money"

How many class action lawsuits did AOL settle on it's business practices? Recently New York settled a class action lawsuit against AOL. Apparently, AOL wouldn't let people cancel their internet accounts and in some cases said they would but didn't do it anyway.

http://www.newsday.com/business/printedition/ny-bzaol254397212aug25,0,1362551.story?coll=ny-business-print

"To earn bonuses that could amount to tens of thousands of dollars, AOL employees were required to "save," or retain, a certain percentage of subscribers who called to cancel service"

do you think for a moment that any AOL executive or manager stopped to think that this might not be fair to their customers? of course not, they are concerned with money and their stock price. that?? it.

In some cases, customers received free 4 months of AOL service, but I haven't read anywhere where a customer received compensation for the time it took to complain to the DA, call AOL and sit on hold for hours or call their credit card company to cancel the charges....

I have been working in the computer industry for upwards to twenty years now and have never seen a technology company act in anybody's interest but their own.

Don?? think for a minute that these companies are there for you or your happiness. Of course if you are ready to buy their products or services there are more than enough people to take your order but after you have handed them the money, any further contact with you is a cost to the company and they will do whatever they can to minimize that.

Corporations are concerned with making money. that means if you are are a large customer spending lots of money you get preferential treatment - advanced technical support, sales reps dedicated to your satisfaction, etc....

If you are spending a measly $25-$30 a month on communications it simply isn't worth providing you with timely support and service. You get support from India, you have to wait on hold and frequently your order is lost or mis-handled.

do you think a major communications company would provide lousy service and support to say "Intel" or "Costco"? of course not, they have lots of money to spend

And what are you "the average person" going to do when you are sold good service and support but receive nothing close to that..... Are you going to spend thousands of dollars and hours of your precious time suing a billion dollar corporation in a class action lawsuit where lawyers collect most of the money and you simply get your money back?

do you think you are you really going to do damage to a billion dollar corporation by saying to your neigbhor(s) you have had nothing but problems and they should get service from the other billion dollar communications company that also has appalling service?

So, when you see what looks like a good buy in technology be it a hard drive or internet service, take the price and at least double it; to include the cost of your time (which is just as valuable as theirs) in getting help or assistance with it. When you plan on calling for support; make sure you have at least 1 to 2 hours available. Don?? expect the person on the other end to have any more knowledge than you do about your product. Don?? expect an apology or any sort of explanation as to why the product or service isn?? working; these people are paid to get you off the phone. And most important, don?? expect any sort of compensation for your time and frustration. After all you are calling a business, an artificial human who?? sole purpose is to make money and serve it?? stockholders.

If everything goes well, consider yourself lucky.

Posted by: Marcus Bing at September 12, 2005 09:08 PM

I just loved Marcus Bing's outlook...how real is that in what he had to write.

Posted by: aunt queenie at September 24, 2005 12:05 PM

I am on the online now and have been phone the last hour. I need to upgrade my modem so far no luck. The sad thing about this is I work for SBC and can't get any better customer service.

Posted by: PaPa Vic at November 28, 2005 01:43 PM

Someone needs to sue SBC Bigtime. Has anyone seen the major false advertising involved in getting people to join. All their prices are pitched for the first 6 months or don't include all the fees, but you have to look close to even see it. You can't even really see the ACTUAL price you are going to pay.

Posted by: CB at November 30, 2005 12:10 PM

They have for the last few years been the bane of the Telecom Industry. They just did an upgrade on November 21, 2005 from 10:00am until 2:45pm. I found this out when I went to get online and it wasn't working. I called, only to get the message of the above noted "upgrade". I called daily to get the situation fixed so I could get online. Each day I would have to put in a NEW ticket number seeing as they had "closed out" the previous day's ticket without repairing my DSL. Is this to keep their repair numbers down or what? On Saturday, the 27th, they sent a Technician to fix the problem. He called saying it should be working and to try it. I told him the DSL light was still out but as we spoke it went to solid green and "synced up". He said they did a software change from Indianapolis and it should work. I tried to no avail. He changed the card at the IT and eventually changed the "copper" to my building to no avail. Well, after being out of service a week, and calling daily, I called Sunday afternoon to see how things were going. I was told the ticket I had called on earlier in the day was closed out two hours prior to my calling. After being told they couldn't send out a Technician until Tuesday the 29th I exploded. Being OFFline a full week means nothing to them and the people in the Midwest have meant nothing to SBC(AT&T) other than MORE MONEY since they merged with Ameritech. I went to Comcast to get their HighSpeed Internet and was up and working Monday the 28th. I called today (Nov. 30) to cancel my DSL and hope to never use it again from SBC. Since retiring from SBC, I have come to REALLY see how they treat their Customers. It's a good thing they have genuine people in their Customer Service Dept. to ease the pain of getting it in the backside from SBC (AT&T)without even bending over.

Posted by: RS at November 30, 2005 01:39 PM

I once had a major problem with SBC as well. Besides the fact that you must have local SBC phone service to get DSL (which is a joke), the DSL line was slow and I was constantly getting phone calls for a 'Dennis' from a church group. I guess SBC reused their phone numbers very quickly and they wouldn't change the number with a fee.

To keep a long story short, all it took was a 2 minute call to the state Public commissions office. SBC was trying to get long distance approved at the time and the state was really looking at their service ratings. It took less than 1 hour from the time I called the PSC to the time the 'vice-president of corporate relations' was calling me. She was extremely friendly and lo-and-behold, my DSL ran fast, my number was changed, and I got three free months of phone/DSL for the trouble. I also received a couple follow up calls to make sure everything was great, as long as I made sure to call the PSC and close the complaint.

Posted by: Wes at December 1, 2005 04:14 PM

I installed SBC Yahoo DSL 1 week ago. I had major install problems before a smart tech finally solved my issues. I also now know that 3MPS downloads are a dream. Only if everyone gives up their phone connection will I see 3MPS.

Also a major, major headache is the sbcyahoo browser. Several crashes occurred using this browser. Since I uninstalled it my connection is stable.

Rich

Posted by: RICHARD M. DI ROMA at January 7, 2006 05:05 PM

Did anybody else out there wonder where their rebate check was? I was promised a rebate for the modem (why they can't just give you the damn thing is beyond me) and it never showed up.

Posted by: Jim HOffman at February 8, 2006 03:49 PM

I signed up for the modem rebate and a $100 dollar rebate but sbc doesn't acknowledge this. does anybody know what's going on?

Posted by: colby at February 14, 2006 12:43 PM

I did not get the rebate check from sbc yahoo either , when I call them they keep say 2 to 3 buisness weeks and dont let me talk to their supervisor.

Its only a game , its a pity that they can get away with it , and consumers are the victims.

there needs to be a law to prevent such frauds .

Posted by: preeti at February 22, 2006 06:27 PM

SBC should be sued. I switched from cable to SBC dsl because of their advertizing 3-month rebate. But now it's been closing to one year and I've never seen it shown up on my bill. I've been called to them every month since last Oct. Every rep promised that I should able to see it on next month's bill. And now is Feb.

Does anyone ever have the rebate back? Is there anyway to cop with this monopoly cheating money?

Posted by: LA at February 27, 2006 12:42 PM

Yeah... I did get my check back. Somewhat to my surprise. But, naturally, after they screwed up my order, took two weeks longer to get me my modem, did not divulge the true monthly costs to me and because of this I want to cancel SBC's services. They said that I agreed to a "verbal" agreement that stated I would have to pay a $200 cancellation fee. I don't recall this. I have no record of it in my files. I want it in writing or some proof that this is the truth. They said that I agreed to it when I first signed on. I asked if it stated in that agreement the number $200... she said no, that that was the verbal part. What?? So, if I refuse to pay this fee unless they show me proof they can screw up my credit? It doesn't seem like real life... seems more like a bad dream... accompanied by bad business. Can anybody enlighted me on this?

Posted by: MB at February 28, 2006 09:41 PM

I have a hard time understanding how SBC can currently give NEW customers a $12.99 rate, but, I, who has been a good customer for going on three years, can not get the same rate. I have to pay $26.99 plus fees.

Does anyone know how to be a NEW customer to qualify for the lower rate, without having to cancel at the end of my one year contract, just so I can start up again as a new customer? Are there independent sales organizations that can somehow swing this kind of deal? The SBC/ATT sales people refuse to admit that it is possible?

Posted by: Jack T at March 3, 2006 02:28 AM

I just called SBC on the rebate I was supposed to get that I mailed back in October of 05 and that I have a photocopy of. They said that they cannot do anything because it is passed the 90 days. Bull...They are in the field of customer service. They work for me. I am in the service industry and if I responded the same way and told all my customers that they are wrong and there's nothing I can do about it. I'd be out of business.

Posted by: Jason at March 3, 2006 08:06 PM

I have had to use SBC now that AOL does not carrie DSL package in my area.

I have had nothing but trubble. It sometimes takes HOURS to get connected to my AOL site.

SBC says that theire is no dile tone. I have dile tone and have been using the AOL Dile up without problems. It is only when I try and use this over priced SBC DSL broadband survice that is slower than christmas in Jsnuary in comming up.

Posted by: John Brown at March 13, 2006 12:42 PM

I have been calling about the rebate for my DSL modem for months now. Each time I call, I am assured that the check was processed a few days before and that I will definitely receive a check within 2-3 weeks. I am denied the opportunity to talk to a supervisor. This experience has been repeated 3 times now. It is very clear that the rebate is a full-blown scam.

I am in search of a class action law suit to remedy this. If you know anything about this, email me at paul@ccc.ac.

Posted by: Paul Seymour at March 29, 2006 02:29 PM

Another lovely rebate drama story; I ordered the promotional online offer from SBC Yahoo DSL with a monthly rate of $14.99 and a modem return of $100 in October 2005. I sent in my rebate late November 2005. When January 2006 came around and I still had not received my check I called into the rebate center. They informed they mailed it off early January and told me to wait 6-8 weeks. I waited patiently until March 2006 and called back. They issued a stop payment and reissued another check and stated I would receive it on March 27, 2006. When I didn?? receive it on March 27, 2006 I called to speak to a supervisor and the representative stated they would note for a supervisor to call me within the 24-48 hours. Well here we are on March 30, 2006 and no call was ever received from the rebate center. I finally called 1-877-722-3755 to escalate the issue and spoke to a supervisor at ATT SBC Yahoo. I also found out that the rebate center is an outsourced vendor that ATT SBC Yahoo utilizes for the rebates. After contacting the center the SBC supervisor informed that there was an instant rebate of $49.01 issued on my first statement and my $49.99 paper rebate will be reissued and a supervisor at the rebate center is again scheduled to call me back. We will see if all this effort was worth the $49.99 in the end.

Posted by: Vanissa at March 30, 2006 11:20 AM

SBC in the Bay Area has some real issues. All the routers appear to be overloaded. But instead of increasing capacity, they just keep suffling the complainers around so that they temporarily get a speed boost. Then, as their performance degrades slowly, SBC hopes they won't notice.

The hours of 2pm to midnight are horrible. I normally got 2500K down. Now between these hours I get 600K. Thats less than a THIRD of what I am paying for. Guess what - I only use my DSL during those hours.

This capacity / overloaded router issue goes back months. You'd THINK that SBC would have been able to increase the capasity by now. Nope. But they keep billing me for the full rate . . . no slowdown there.

Posted by: Jerry G at March 31, 2006 08:16 PM

I switched the DSL service to the less expensive one and here is what I noticed.

Watch out!

Apparently they may limit your download speed to 384kbps unless you scream bloody murder.

I installed my new DSL and it was 384/384 so I called and complained....boy, what a hassle, a lot of unfriendly and unhelpful people to deal with.

I was at least expecting my previous rates of 768/300 or so.

Now, here's the catch. Though SBC advertises up to 1.5Mbps, in their contract they say between 384kbps and 1.5Mbps, What I am learning is that people are being set at 384kbps and if they complain, they get the runaround and are told that this is the limit for their area, etc. Then if one pushes further, they bring up the legal range limit, saying that they are fulfilling the contract by giving you 384Kps (read the fine print which is not easily visible on the online sign up), instead of trying to help you achieve the maximum that your line will allow for the contract which is 1.5Mbps. During my several phone conversations, I never got an answer, but got hung up on, and given the runaround with transfers.

Finally, a tech from the line provisions department called me and instantly gave me the maximum that my line can take, which happens to

be twice as fast as last year's ( I also called and complained and was given the runaround but the speed remained at 384up/768down - it too was limited). He told me that it appears that most (?>50%) of the lines are fixed at 384/384 and "if it ain't broke, don't fix it" was the unwritten policy - so if the client doesn't complain, then leave it as it is. He also said he was getting quite a few circumstance similar to mine.

Is this borderline fraud = false advertising?

So here I am, after all the hassle, successfully setup with a stated rate of 384/1.5 - which is the maximum under the contract giving me throughput

rates of 1290 Down 317 up - which is effectively twice as fast as last year. This whole thing makes me upset - I feel that the $12.99 offer borders false

advertising if they are capping the line at 384kbps, even if the line easily supports more bandwidth.

And to throw some more petrol into the fire:

I was given so many stupid explanations why my speed was slow at first; here are are just a few of them:

1. Line conditions doesn't allow for higher than 384Kbps ( Even if I was receiving twice the rate a week earlier for an entire year)

2. My router firewall is slowing the connection down (I don't think so - it doesn't slow anything else down).

3. There is a problem with my in-house wiring, even though I ran the test both from the house and NIB with the same results) 4. The line needs to

train itself = BS, train from the top down 5. I did not use the

installation

CD which contains speed performance software (what the heck?) 6. My

extension cable is more than 10 feet ( the telephone line is at least

13000

feet and I am running Cat 3 from Cat 2 line) 7. I am too far from the

CO

(and why did you sell me the service?) 8. My modem is defective

(perhaps,

but the other two working modems have the same problem) 9. My router is

bad

(I get the same results without a router) 10. Here's the one I got from the call center

, truthfully ("Sir, you can't access the internet while on the

phone"

and "there is a metallic sound on the phone") Yes, that metal is me

hitting

him in the head for being sooooo stupid.

11. For $12.99 384kbps is the best you can get (but that isn't what is

suggested in the advertisement) and to that she replied "that's why we

have

lawyers."

12. And the best for last, "Sir, I don't have record of an account for

your

phone line, you first need to order DSL express before it can work."

this

was after we went through the setup questions, which are designed to

raise

your blood pressure!

But, strangely, at the end of all this hassle - with my non-stop

pushing and

demanding, I achieved my goal, which is what I usually do...and to

this, I

am happy with the bandwidth rate!

But still....I think people need to know!

The rebate check...wow, now that I am reading the feedback...not sure...glad I took a photo of the postman taking it from me, with postage!

DC

Posted by: Dave at April 1, 2006 01:44 AM

Well, here's my latest story on the wonderful company known as SBC/AT&T.

I am an outside technician for SBC, meaning I repair dialtone-DSL, as well as install it. I recently moved to Ohio from out of state, SBC transferred me. I transferred all of my existing services from out of state to my current residence in Ohio. Those services were DISH, Dialtone-DSL, and 2 cell phones.

Now, I am at work on a repair for SBC, when my wife calls. SBC has cut off all our services. This is 1 week after I got to Ohio. I am stunned, so I call an inside billing number I have access to. They tell me that my bill is overdue, and I must submit a payment immediately, as well as a reinstatement fee for all services. As an employee, I don't have to pay install, or reinstatement fees. But also, my bill was not due yet.

Apparently someone got the billing date wrong, and after calling numerous managers, the problem was resolved, but I was out of service till monday, and this was on a friday.

So, 2 weeks later, services were cut off again, And again, the same billing problem occoured. Again I call, and am out of service for 2 days.

This happened 6 times in 2 1/2 months.

I cut off all services with SBC, and went with all the competitors. Since then, no problems. It sucks, and my stock probably won't be affected much, but I was shocked they did that to one of their own.

I don't bad mouth SBC services to customers, but if they ask, I always tell them to call the business office, because my comments would be inappropriate.

I love working there, my job is great but I'll never again be a customer of theirs.

Posted by: Eric at April 6, 2006 09:20 PM

I was ripped off too. It was supposedly sent out November 18th but I never received it. I have since called numberous times, and each time they give me the same answer "we'll put a stop payment on it and issue you another one. please allow 3-6 weeks for delivery" It's April 17th and I have once again called them only to have them tell me the same thing again.

Is this a joke? This has to be a scam. How do these people get away with this? $49.99 isn't a lot of money, but it all adds up, and if they fail to honor their rebate deals, they're making a lot of money off of this scam.

I even spoke with a supervisor who "elevated" something.. Today, the rep I was speaking to said the notes were "vague" and that nothing was done when the "elevation" took place. What does that mean really?

For the life of me I cannot understand how these people are getting away with this! We have to do something about it.

I'm calling the California Public Utilities Commission tomorrow.

Posted by: Joe at April 17, 2006 08:16 PM

i have had the dsl package for two monthswas told an sent rebate form in an has never got the rebate yet. were is it at................

Posted by: earl galbreath at April 25, 2006 11:52 AM

SCREW SBC!!1 I have been stuck with their crap dsl for 13 months. I live in dowtown san deigo and there is a 2 square block section where the cable company is not allowed to install cable internet. I have had major speed issues and have called many times to complain. I recently called to ask if I could upgrade my plan to a higher speed package. They told me that it would require another 12 month commitment. I told them there was no way I was going to commit to 12 more months. I am not happy with their service and there is no guarentee that a higher speed package is going to fix my issues. Well, I offered to pay them more money! Their not going to even give me the chance to become satisfied. Looks like I will be moving and getting cable again.

Posted by: Casper at April 28, 2006 05:38 PM

My stepmother got yahooSBC DSL about two years ago. It's been slow since then, and even after she upgraded to the "pro" for faster speeds, she was still getting the same slow dragging internet, so she cancles the upgrade. Then the speeds have been even worse, capping at 10k downloads and 2k uploads during the middle of the night. I don't know about other customers, but I strongly dislike yahooSBC.

Posted by: User at April 28, 2006 07:36 PM

I have had absolutely no problems with SBC DSL connection speed. The problem I have had is actually getting it connected. I've had unstable jobs and lots of things happening in my life, and have had to move 3 times in 3 years. Each time, I would be charged over $200 to get out of the contract, but to transfer the service would require 8-12 WEEKS. 8-12 WEEKS?! I'm sorry, it should never take 3 months to get service. It was always between 6-12 weeks each time I moved. When I called Verizon, they said they could come out NEXT DAY. The difference is enormous, but I have no choice. I'm getting screwed either way, and they say there is nothing I can do about it.

I'm now in a home, and I can guarantee that once my contract is up, I will be switching to Verizon, and will never recommend SBC to anyone.

Posted by: J.D. at May 4, 2006 03:05 PM

Well I just set up my sbc dsl two days ago. Setup was easy and went ok. It was even a day early. But we signed up for pro and are barely getting 1.5mbps an the test sites. I guess I will find out how hard it is to get what we are paying for tomorrow. I cant wait to see about the rebate as well.

Posted by: jc at May 25, 2006 11:29 PM

I am also waiting for my dsl rebate. I had signed up for sbc in February of 2006. I called them at the beginning of march and they told me I could check the status of my rebate check when I checked it the website told me the check would be sent out on May 20th I is now a week and a half later and I am still waiting for my check. Our tax refunds can be m,ailed in a few days. why is it taking so long? If anybody has an answer please let me know. swobodabarnyard@sbcglobal.net.

Posted by: deb at May 29, 2006 09:00 AM

I have a business account with SBC DSL withs top speeds of about 5 MBPS download and 500 KBPS upload.

Now I get a horrendous 5 KBPS down and 3 up, it is all over the lace. Had three technicians rewire and test and still no issue. Now I am a network technician and SBC uses cheap routers than hang all the time. They don't use top of the line Cisco products! trace routes hang on their switches and routers, dropped packets, etc.

The help desk is a joke! Customer service non-existent and I have a business service!

Enough is enough! Comcast provides dedicated business service 24x7. To hell with SBC, they are simply TERRIBLE! And SBC, get rid of your offshore customer support or we can find an alternative with REAL AMERICANS running the support centers!

Posted by: Batman at June 1, 2006 12:21 AM

The whole idea of offering lower rates to new customers and screwing existing DSL customers is just plain discrimination. There must be some grounds for class action suit. Existing customers are willing to enter into any contract they offer to new customers, if they would only offered them.

My contract is about to expire this month and I am reading everything I can here to figure out how to get the deal I rightly deserve.

Posted by: TK at June 1, 2006 02:55 PM

Same here on the DSL rebate. Have been calling every month for 6 months but to no avail. I hate this company and cannot wait until wi-fi or some other company can come in and take it down. Any actually get a check???

Posted by: C at June 8, 2006 06:35 PM

SBC offered me a higher speed connection for 17.99 a month. Then told me I was at the end of the line so I couldn't receive the dsl pro. S o instead of offering me the same speed I have at the 17.99 rate, they are going to raise my rate. What is up with this company. I could cancel send back the dsl wait 5 days resign and get it for 12.95. I am more mad then anything else. This is no way to treat a loal customer.

Posted by: jim herzoff at June 13, 2006 12:28 AM

Same happened to me, no modem rebate check! - HATE SBC!

Posted by: David at June 16, 2006 02:00 PM

Much like the author, I signed up for SBC Pro service. I tested the service using DSLReports and found I was getting on Basic level speed. I called SBC Tech Support and they confirmed that I had the wrong speeds. Here's where it gets weird: they shunted me to customer support. The support woman insisted that I had the right plan. I had her conference in tech support (again) and they confirmed again that I had the wrong speed. Her response was to suggest that I downgrade the service! When I asked what to do when I didn't want to downgrade (but actually receive the Pro service) she hung up on me. A second call produced a rep who said fixing the problem 'looked tricky'. He suggested I just cancel.

So that's what I did. I called Comcast and I was unexpectedly impressed - a friendly rep picked up right away and re-provisioned my service in 15 minutes. They gave me a 4mb connection for $19.95 per month - just slightly more than SBC's 3mb 'Pro' connection.

Anyway, spare yourself the hassle. Just call Comcast. If SBC's reps are encouraging people to downgrade or cancel, they're simply not interested in customer retention.

Posted by: Rick at June 16, 2006 04:11 PM

I had this same problem with SBC. In the end, the only way I was able to secure my rebate is by calling the California Consumer Protection Agency, whose contact details can be found on your SBC bill. I spoke to the CCPA, they opened a case, gave me somebody at SBC to talk to, and the next thing I knew, my account had been credited the amount of the rebate. No check ever came from the rebate office. In fact, I don't believe SBC has a rebate office that issues checks.

Posted by: Paul at June 27, 2006 05:46 PM

After the merger of SBC-AT&T, they lost all my faxes from my fax service company. The fax service company reps were very patient with me and we tested my sbcglobal.net and yahoo email accounts--No luck. Then we tested the fax (in pdf format via email) through my hotmail account. Bom! It worked.

Given my recent experience after sbc-AT&T merger (DSL didn't work at all--spent 3 to 5 minutes to get connected, then the connection only lasted for about 2 minutes practically all day). When DSL wasn't working, sbc-AT&T reps told me that there was an outage going on and that they were updating their network etc. So I had to wait. Then after DSL started to work again, their via voice message asked me to call back. Then they said there was no outage or system upgrading at all.

As customers, we need to form an association and go after these bully companies.

Posted by: viv at June 28, 2006 01:11 AM

I have been running SBC Yahoo! DSL for almost a year now. The only complaint I have is their modem. They sent me a "crippled" Siemens Speed Stream 4100 modem\router in the mail. I never had the rebate issue, they just gave me the modem. I cannot upgrade the firmware in my modem to un-cripple it. It is also really bad about freezing up and not communicating with my router. They intentally wrote the firmware to do this. I went out and bought a Linksys Dsl modem to go with my Linksys Firewall DSL/Broadband router (BEFSX41). It took me forever to get it going. I am a Network Tech and know that there should be no differnce in the modems to the DSLAM unit, but they had locked me out! It took me four days to get the problem fixed. No one knew how, it just "appeared to be working". I looked at the modem, and sure enough, it was logged in and working. I have never been getting close to advertised speeds in my area. I am on the 384KBps/1.5 Mbps plan. My modem says that I am connected at 384KBps, but I can only run at around 165KBps. I think it is my location. Back when I was on Comcast though (left because of $50 internet), I got 2MBps or more. Just a fyi to everyone complaining about the lower rate for new customers- It is only to attract new customers and usually only last 3-4 months. Unfortunitly for me I live in an area surrounded by Monopolys. Comcast controlls all cable, SBC is the only one that offers DSL. Tired of almost $130/month for basic cable and internet, I switched my phone to SBC so I could get DSL. I don't pay that much more for phone, and my DSL rates are around $20/month. I then really stuck it to Comcast and shut down my services with them and went to Dish Network. I now pay about $30 for that. I hate both Comcast and SBC, but for now, I havn't much choice. :(

Posted by: Shaodoe McClure at July 4, 2006 12:33 AM

I was recently moving out to California.

I was looking for the best consistant internet sevice in the area. I read this page, and I must say, I am very greatful for this page. I was just about to sign a contract with SBC then, I read this page, so I spent about 15-20 mi


American Apparel's Future
LIMITED-TIME OFFER SUBSCRIBE NOW

(enter your email)
(enter up to 5 email addresses, separated by commas)

Max 250 characters

 
blog comments powered by Disqus