AT&T - Internet Service Provider - Frisco, Texas

SenseiOfSong

I left Optimum (coax) service for AT&T Fiber to the home in Denton County Texas. From the very beginning the Nokia ONT (the device they place in your home that connects to the multimode fiber) kept randomly losing connectivity to their Adtran Total Access XGSPON multiplexer that sits at the head of the community. I told them that I had software that monitored every single time the internet connection dropped (I am a telecom engineer for a competitor). They want every time to send a tech out and charge you $100.00. I told them that the light level was neg -15 and that is fine for a multimode to their splitter/combiner cabinet where all my neighbors that use their service get muxed up and then send to an XGSPON card on their Adtran mux at the head of the community, and from there their metro fiber (buried or aerial takes all the residential service back to their local Central Office, and there it joins their IP network. I told them that they needed to check the syslog messages from my ONT and the card that I connect on. They did not even understand what I was saying. They sent a tech, despite me telling them NOT to. Then they billed me for it. When I complained and said they need to escalate this because I am not paying for a tech dispatch that was not needed and did NOT resolve the issue. They passed me all around, and then told me they would not remove the charge. I was prepared to live with the constant disconnects from their upstream mux and the ONT rebooting every few days, if only they valued my business. They do not. You are not even interfacing with somebody that is in the USA. So for this reason, I cancelled the credit card and they will not only not get the dispatch fee that they could and should have removed. They will not get paid for the service that keeps dropping. I have gone back to Optimum, and even though it is Coxial, I am able to reach 1 Gbps download, and prepared to live with 40 Mbps upload as long as the service remains stable.

Do yourself a favor...avoid AT&T fiber to the home. The speeds are of course great, and $80.00 a month is affordable compared to other services; but their ability to fix intermittent problems or even understand articulately explained technical issue and take direction as to EXACTLY where the issue is, does not exist. I am certain there are skilled fiber plant engineers and multiplexer people, but you will NEVER reach them. Nobody will escalate anything for you. They simply do not care. They are AT&T and the 800 lb gorilla and they really do not care if you leave. So leave. They had a great chance to keep me as an evangelist of their service, and for me to think, "Man I can never move any place that I cannot get fiber from AT&T to the home", but instead, they could not care less about your business. Oh your service is unstable? Oh well. Oh you were wrongly billed for a dispatch and the problem still exists? Oh well. Would you like us to send another technician that will not be able to fix the upstream issue and bill you some more? Like I said, I went back to Optimum (which is Suddenlink in north Dallas TX area) and accept slower uploads and about 940 Mbps download speeds. What a shame. Several of my uncles worked for Michigan Bell/AT&T before deregulation in 1984 in outside plant, and central office, and one uncle made a career in operations management there. Maybe I will start my own ISP and show them how it is done. It's what I have done for 30 years for many big telcos and big tech companies.

Jonathan Douglas

Internet has been...meh. Trying to get my account sorted out has been a nightmare and no amount of 800 number CSRs have been any help. They sent me an email saying my account has been updated and call this number if this was not you. I called the number and they said we can't help you and that I might need to go in person to get this sorted out.

Patrina Gonsalves

By far the worst company for internet and cellphone services. Worst customer service and no proper training. The bill is never accurate and service is mediocre

Zach Rothchild

Worst internet service ever. Been with them for years and I don’t know why. Anything would be better. Literally ANYTHING, never go to AT&T.

siva kolli

Worst service…so many outages and for more than 10 hours at a time

David Suh Martin

NAVEEN KUMAR