I have had DSL service with AT&T (Southwestern Bell originally) for over 12 years. It has been near flawless.

Recently (back in June I think) I was trying to increase the bandwidth to help make the board faster for you guys. I was seeing a little income from the click ads here, so I thought it was worth the 15 more a month to double the speed.

I tried to upgrade my DSL service via the Internet, but it wouldn't let me, so I called the customer service. The person was very nice and took care of it for me. I verfied about 15 times what the new price would be, and even though the computer system was giving him a little trouble he assured me that it was the right price.

A couple of months later I'm looking at the amount due and it was about 32 more a month than I expected. I looked and I wasn't being charged the price I was ASSURED I would be paying.

I called in to AT&T customer service and after about 45 minutes I was told the price was right and all they could do would be to put the service back to the lower speed. I tried to speak with a supervisor, but she wasn't available.

Over the next 3 weeks we played phone tag. Finally I called in and told them to put me back on the prior service, along with the previous amount.

Very friendly, and apologetic they put me back on the lower speed service and ASSURED ME that the price would be back to what it was for the last 3 years!

Well I looked at my bill today and yep I'm back on the old service but I'm being charged 22 more a month than the original amount!

I called in and ask the guy WTH!?!?!?! He tells me that to get that original price I need to be on a 12 month contract. WHAT!?!?!?! No one said anything about a contract, they just ASSURED me the price would be back to what it was originally. I even made them tell me the EXACT amount so there would be no doubt.

He looks at it shows that I've had a anual contract renewal for the last 3 years. I asked isn't that something that I would have to renew? "Ahhhh yes, ahhhh, I'm not sure, ahhhh anyway to get the lower price you need to be on a 12 month contract. You want to get on that contract?"

I told him I wanted to speak with a manager.

So a manager gets on the phone and I explain my 6 month ordeal of promises and lies. He tells me the price is set by the PUC and he can't change them. I told him everyone is really nice at AT&T and sounds helpful but I'm not getting anything I want and it seems that several people that I have dealt with DO NOT have a clue as to what they can and can't do in AT&T. Bascially I'll do the 12 month contract but what is he going to do for me?

He said he'd give me a 50 discount off the bill. I then asked what about the wrong amount I'm being charged on last month's bill? He said he take care of that, then he stopped and said I'll take 100 off the bill.

Frankly I was hoping for 6 months free service, but this is fine.

So it isn't that the people at AT&T aren't willing to help, they are, but something is seriously wrong when a customer with 12+ years on their DSL cannot get what they are promised.

If I was using just plain old Internet I would be contacting another provider right now and ordering from them then cancelling my AT&T service when the other was installed and working, without hesitation! Bottom line is someone or something inside AT&T is seriously wrong. You can complain but no one seems to have the ability to give you want they tell you, or promise you.

I don't think AT&T is alone in this, but this has been my recent experience with them and I wanted to make sure that I at least made someone aware of it.