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(This is my second post this week.) When I called AT&T about an unrelated matter, I was fortunate to get an experienced employee named Tanya. She didn't know anything about what I was calling about (turned out it was the wrong department), but she said I was in a "blocked area" and would be forced to switch from ADSL, which they are phasing out, to U-Verse for my internet connection. I told her I'd been informed previously by another rep. that I could not switch because I had an outstanding balance left over from a few years ago for an account I'd closed. Tanya put me on hold, then returned saying she had removed the freeze on my account (without my paying anything)! She quickly scheduled a future appointment for U-Verse installation. I then protested, "But I can't pay a $49.00 installation fee!" She said she was putting notes in my account and I should ask the installation dept. to waive the fee. When somebody called to confirm my appointment a few days in advance, I cited what Tanya had said and they did indeed waive the fee! Installation and activation fees are major obstacles to me in getting any new or different service. After this positive experience, I'm more likely in the future to ask to have such fees waived.