After my 12-month internet service contract with ATT expired, my monthly rate was raised to $50, an additional $120/year, for 25 Mbps download speed and 5 Mbps upload speed.
After Xfinity/Comcast installed fiber in my neighborhood, it offered a 12-month contract for $30/month with 60 Mbps down and 5 Mbps up.
I called ATT twice to ask if they could increase my speed (nope – technologically impossible) or lower my rate (nope). So I switched to Xfinity.
When I called ATT to cancel, a rep said the system was down so he couldn’t process my cancellation and to call back in an hour. Pretty sure he said he couldn’t call me. When I called back, a different rep said the system was down. A few minutes after the second call, the 1st ATT customer service rep called me, confirmed that I had made the switch, and canceled my service. I can’t prove it but I think I was being played.
ATT should allow customers to cancel online and its website should provide the information on how/where to return any equipment. ATT says I can’t return the router/modem at a store; I have to take it to a UPS store. What a hassle.
Xfinity allows customers to return equipment to their stores. This should be the norm.