AT&T customer sold high-speed internet service she can't receive

By Amy Davis - Reporter/Consumer Expert

HOUSTON - By its very name you'd probably expect high-speed Internet service to be fast, right? After all, many of us pay a pretty penny for the convenience of downloading pictures and videos in seconds. But consumer expert Amy Davis is showing you why you may not be getting the lightning speed you're paying for.

Carol Myers passes the time with games on Facebook. She keeps up with her parents in Michigan via Skpe.

"You get on there and you talk for three or four minutes and it loses the connection," said Myers.

Myers signed up for AT&T's High-Speed Internet Elite service five years ago. At $47 a month, she felt confident the signal was doing its job, so she tried to troubleshoot the slow speed from another angle.

"I thought I was doing something wrong or loaded something I shouldn't have, so it's been in the shop three or four times," explained Myers.

The final diagnosis? Myers' computer is fine, it's her high-speed Internet that's the problem. AT&T sent out a technician who confirmed it.

"He hooked it up and he said, 'Oh, this can't be right. It's not reading anything,'" Myers said.

The technician also told her he couldn't fix the problem because she simply lives too far away from the AT&T box in her neighborhood to get the High Speed Internet Elite service she'd been paying for.

"Why are you signing me up for something I can't get?" Myers asked. "You're taking my money."

AT&T wouldn't answer that question. And to make up for Myer's slow turtle-speed troubles over the last five years, all they offered her was two months credit.

A speed test on Myers' computer showed a download speed of 2.59 megabytes. She was paying for 6 megabytes.

"How many other people have they done this to?" Myers asked.

It's easy to run a speed test on your own computer. Sites like and can test your speed in seconds for free.

When Local 2 called AT&T, they offered Myers a $500 credit. The difference between the price she was paying and the price for the plan with lower service multiplied out over five years.

Before you do a speed a test, you need to know how fast your service is supposed to be. For example, AT&T sells at least 11 different high speed packages, all at varying speeds for varying prices.

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