We live in Bonsall, a small town in Southern California, and we have a community-wide issue with our AT&T DSL internet service, as reported by AT&T’s local technicians who have told us that they are sorry that they can’t fix our issues. They have said, “Our hands are tied; only the engineers can fix this issue.” We are at our wit’s end in trying to deal with AT&T’s Office of the President and our local AT&T office. 

Don’t get me wrong, the people we have talked with have all been very nice and, I believe, have really tried to help us. But there is something quite wrong when one is told that the very people providing internet service can’t fix a long standing issue with that service. 

Our AT&T DSL internet service is abysmal. We have a hard time loading the simplest of websites, ones that don’t have any fancy flash elements or videos. YouTube videos often never load or, when they do, it takes 5, 10 even 20 minutes to spool up and load at the lowest resolution. Heck, we have a hard time simply accessing our email much of the time! I have to imagine this constitutes poor internet service by anyone’s standard, right? 

We have had over 8 AT&T techs out to our house over the past 5+ years--our service has always been terrible, but we finally decided to do something about it. When asked why our internet is so terrible every single tech said, "you're lines are too far out from the AT&T router/service center." They have also said that the problem is endemic to our small area and that the service here is overburdened and the infrastructure was in disrepair and/or inadequate.

Oddly, AT&T’s Office of the President said that, after working with us for 7 months following our complaint to the Better Business Bureau, "There is nothing we can do for you, our equipment and lines are fine." 

So please, AT&T, make it right, fix our service, deliver what our hard earned dollars are paying for.