Source
r/uverse•
rnbwpnt

Dodging the Cap

i burn the hell out of my connection, and i don't intend to let the caps stop me. if they want to make me pay for all you can eat, i can eat a fucking ton. i'm at over 400g in the past three days and have no desire to slow down now.

so i tried to add the local-only TV option, at a stupidly-expensive $20/mo, to my service, instead of the $30/mo unlimited data fee (which you have to call in to get so they can upsell you, natch). but if i try to do this on the web, they ALSO want a $200 install fee. for a free cable box i will never use because i don't actually own, don't need, and don't want, a television.

i filed an FCC complaint over the obvious gouge and the fact that my usage meter says i'm already over limit on the very first day the caps were to be enforced, but in the meantime, my question:

is it worth running the indian call center gauntlet to try to get the install fee waived, considering that i don't actually give a shit about whether or not the TV service works at all? or should i just suck it up and pay the extra $10 and pursue the FCC complaint?

Posted May 25, 2016, 11:02 PM UTC

129
UverseCRC•

Why in the hell would you make it so difficult on yourself?

Here's an idea for you....

1.) don't be a douchebag 2.) speak with retention 3.) tell them how sad you are about your internet and that you really want unlimited and a really good promo too (again, don't be a douche) 4.) see how it works out for ya. If something can be done, they'll do it. Otherwise either add the $30 or call another provider. FCC complaints won't help you, just saying.

5
rnbwpntOP•

The point of the FCC complaint isn't to get my individual situation resolved. It is, instead, to be one if the hundreds or thousands of complaints that might get the FCC to take a larger look at the monopoly rent-seeking behavior that the company engages in.

The breakup was a great idea. It is too bad regulators allowed it to be reversed.

1
UverseCRC•

My guess is you could yield more results with less effort by following my suggestion. But to each his own.

1
dan1son•

They aren't going to actually charge you for a few months. I wouldn't pay extra now.

If you know you'll go over every month, but still want the service then either add TV service (might as well attempt to get install waived since you don't actually want it installed) or pay the $30 a month.

A rep told me yesterday that the workaround they've been told to tell people is when you're about to go over you call them and add unlimited for that month at a $30 price. Then remove it next month until you might go over again. But if you're going to go over constantly then that would be a waste of time anyway.

I wasn't quoted a $20 tv package. Cheapest they said existed was $50+. Might vary by region though?

2
UverseCRC•

That's the dumbest Idea I've heard, that rep is giving terrible info. That will create a mess of prorated bills EVERY month that will do nothing but confuse the customer.

1
dan1son•

I thought the same thing. I asked directly if he was told to tell people that was an available workaround since it seemed hackish and unmanageable. The literature clearly states if you're not on unlimited you can be charged up to $100 for overage fees. He kept saying you can keep that to $30 if you add unlimited for that month.

I gotta say from my experience with dealing with AT&T reps is that the only people who have any clue whatsoever are those who are in the retention department and have had proper training on available options and services. The regular reps are extremely clueless and give conflicting information regularly.

1
UverseCRC•

I agree with you. There's a lot of good CSRs but there honestly isn't alot we can't do in retention. In the world of customer service and billing when a customer has a huge mess on their accounts they love to hear the word "cancel" so they can get it to us to fix. It is what it is, were thoroughly crosstrained and handle everyone else overflow daily.

2
dan1son•

I worked in retail a long time selling cell phones and learned pretty quick to always just say cancel service when calling in for any help whatsoever because it'll get you to a retention person who can actually handle difficult problems and modify accounts.

For a specific instance on when AT&T has been different... I canceled my TV service a couple of months ago and figured I was talking to a retention person, but then I had to use online chat, get my account marked for a retention person, then call back which gave me a retention person who was finally able to help with my pricing on gigapower. The regular reps kept saying I was going to go up to $100 a month because I dropped the TV bundle even though all literature showed the price for internet alone is still $70. The retention rep had to finagle my account to get it back at the proper price. The regular CSR didn't even know what internet preferences were, or much of anything about gigapower pricing other than what the computer said on his end. Frustrating experience having to contact them three times to finally get help and to be told "Yeah, you're exactly right... but most people don't know how to do this."

There's definitely competent people there, but finding them can be difficult.

2
cnuthing•

I was given the U Basic in HD for 9.99$ per month, which allowed me to avoid the cap. My call rep was a woman in Reno, not India.

1
Conjugal_Burns•

I'll tell you one thing, if you go to them with an asshole attitude like you have here you will definitely be running through a gauntlet trying to get anything waived.

You should instead settle down and act like an adult before you talk to anyone. That will get you further not only when asking for help on waiving installation fees, but also in other normal situations that all adults have to deal with.

1
rnbwpntOP•

I'll tell you one thing, if you go to them with an asshole attitude like you have here you will definitely be running through a gauntlet trying to get anything waived.

if disliking monopoly rent-seeking behavior, being offended that the deal i signed up for in march is being changed out from under me, and wanting to game the system to my benefit just like the monopoly games it to theirs, makes me an asshole, i'm proud to be one.

i've worked in lots of call centers and i know all the training problems, software issues, outsourcing nonsense, and get-them-off-the-phone-so-your-AHT-is-low tricks there are, and i've learned that the correct way to deal with that is to be civil but firm, escalate quickly, and to never, ever take a no from someone who is not empowered to give you a yes. and for situations like mine, people in call centers in bali or dehli or manila are not empowered to give a yes.

You should instead settle down and act like an adult before you talk to anyone.

there's nothing i've said here that i wouldn't say to anyone standing in front of me, including this: you reading shit into what i'm saying makes me think your attitude is the one that could do with some adjusting. i'd personally advocate more liberal use of pepper spray to the eyes, or perhaps a swift pop in the mouth, because pain is extremely effective as a motivator and method of behavior modification in adults, but that's just me.

1
Travb1999•

The deal you signed had a 250gb data cap written in they in most cases dou led your allotted data then enforced the cap. You agreed to this. Maybe you should read what your agreeing too before blindly signing a TOS.

1
rnbwpntOP•

when i called they said "no cap." "no cap" != 250gb.

bite me.

0
Travb1999•

Well it was in your contract and that trumps any verbal agreement once again READ YOUR CONTRACTS IN THE FUTURE.

1
Conjugal_Burns•

i'd personally advocate more liberal use of pepper spray to the eyes, or perhaps a swift pop in the mouth,

Yeah ok buddy

1
Conjugal_Burns•

they ALSO want a $200 install fee. for a free cable box i will never use because i don't actually own, don't need, and don't want, a television.

Then why are you signing up for it? That's just stupid.

1
rnbwpntOP•

the installation fee on the $20 plan is why i didn't complete the sign-up. duh.

1
Conjugal_Burns•

You seem like a smart guy LOL. I mean, If I didn't own a TV, and didn't want to own a TV, then I simply wouldn't order TV service. Regardless of the cost of any plan.

But hey. To each their own.

1
rnbwpntOP•

TV service for $20 a month or lift the cap for $30. All else equal, which would you pick?

1
Conjugal_Burns•

Well, for starters, if I didn't own a TV, then I wouldn't sign up for TV service....

0
bookertdub•

Why wouldn't you just switch to DSL Extreme or some other 3rd party reseller of AT&T internet, which has no caps?

1
rnbwpntOP•

DSL isn't available at my address, as far as I can tell.

1