Complaint Review: AT&T Broadband

I ordered the RoadRunner High Speed Internet Access product from AT&T BroadBand. There were two installation options, the more expensive of which would "guarantee" connectivity before the technician left. I chose the lower-priced basic option. The technician transposed two characters in the cable modem's identifier (its hardware address). He reported the spurious info (provisioning) and there was no internet service. He suggested the higher-priced installation option which would "ensure" connectivity. I declined.

A week later, a repair technician checked a few things and suggested that my computer had a bad network card. This would have allowed him to duck out without resolving anything, but I had a brand new network card. Installing it changed nothing. The technician lamely mentioned that the higher-priced installation option would "guarantee" connectivity.

I made another call to AT&T's BroadBand Internet service number and spoke with someone who asked me to read the hardware address on the modem. It was different from the one the installation technician had "copied" from the modem. Two characters were transposed. Once the service was provisioned with the correct hardware address, cable internet service was established.

Pamela
Los Angeles, California