AT&T
Reviews and Complaints

On the early morning of 24 June 2018 Memphis Tennessee was hit with tremendous thunder storms. These storms knocked out power and services for days before being restored. On the same morning my U-verse router was knocked out. My electrical circuits in the home were not affected and my home PC was not affected, only my router.
I did an online check using my mobile phone as a hotspot to check the internet connection. The online ATT test said my router was unserviceable and needed to be replaced. I called ATT around noon on the 24th. After discussing the issue with the customer service rep, it was decided that it was the router. He said the next available appointment was the 30th. I asked, "can you not just send me the router and I'll put it in?" He stated that he could do that, and it would take 2 or 3 days.
On Wednesday 27 June, using my hotspot again, I engaged with a customer service rep using chat. She stated that the order was completed, and it should be here the next day. She also stated that she would make an adjustment to my billing.
Today is 29 June and I still have no router. I have been without critical needed internet for 6 days now. I called again around 1830 and it was a mess. I had to wait a lengthy time to get to talk to a customer service rep. After explaining the issue and asking about the router I was redirected to a technical service technician somewhere in India (I assume) because I couldn't understand the person I was talking to very well.
After almost 30 minutes on the phone the only thing I got was an empty suggestion that my order was on the truck and was assured it would be delivered tonight by 2000. I explain that the mail, UPS and Fedex had finished their daily runs through the neighborhood, she insisted that it would arrive by 2000. It was already 1900 by this time. She further stated that if it was not delivered tonight, it would be here tomorrow morning. This confirms that no one knows or cares about the router in question.
As much as I hate Comcast, today I have learned to despise ATT more. All I wanted was a new router. I went to Best Buy and they stated the didn't carry anything compatible with ATT. I went to the ATT store and they said I would have to order it online through the AT&T website. Is there no way to get my internet restored and get a new router? If it does show up tomorrow it will have been 7 days. I would assume you are going to adjust my bill appropriately. Any apology would only be an empty, politically correct corporate business band aid. This is absolutely the worst experience I have ever had. I am sure it is multiplied everyday with no one giving a flip as along as the paycheck hits the banks.
I really would like to know you care and that this problem will be fixed at every level to ensure no one else has to go through this situation.

Previous account number [protected]

i am reaching out to your department regarding the customer service I've received over the past 18 months. When I first signed up for these services in December of 2016 i was told my bill would maintain the same amount throughout the life of my contract, of course if I purchased movies I would be billed. After 12 months my bill increased. I reached out to the customer service department and was assured they had corrected the problem and that my discounts had dropped off but were added back onto the account. The next month the higher amount bill re-appeared. I again called at&t and was told that a "specialist" would have to review the account and that I would receive a call back regarding this problem. I never received a call and my account became past due and was disconnected. I then called back and the problem was resolved and discounts were re-applied. Every month i have been receiving the larger bills and have to continue to call to have them re-applied. I called today 27june2018 and was told there were reactivation fees and other charges and a discount of only $21 would be applied. After explain to the lady she said "there's nothing i can do" this didn't sit well with me as i have had to take time out of my days in the past to have the account adjusted and everything turned out fine but then today i felt like i had been lied to the entire time and just wouldn't be getting the service i once had with the company. I ended up cancelling my service which i was happy with just not the service i received today. Again i feel i was lied to. I was promised multiple times over and over again my bill would return to what it was in the past and it never did. I didn't want to cancel my service but i feel it was necessary. Feel free to contact me at anytime with further questions [protected]

sincerely a unhappy former customer

On 5/11/2018 I purchased a Iphone X from the online site. They shipped the phone and shipped a label to return my Iphone 6s. I followed the instructions on what to do to the phone to clear it and put it in the box that my new phone came in as instructed, put the label on the box and put it in the mail. After 3 weeks I get a text that they dont have it. I call the number in the text and tell them that I mailed it. They said why would you mail it. I said because it came with a USPS label. They said well they should have sent you a UPS label, and I stated that they did not. They then stated that it could take 6 weeks to get it back but no to worry. On 6/25/18 I received another text and now I am being charged 150.00. Hmm. I call the number listed Spoke with James (DC2888) he had me on the phone for over an hour telling me I should have never sent it back via the mail. I dont understand you send me the label to ship the phone to you but I shouldnt have sent it. I ask for a supervisor and they get angry and I hold more. A supervisor calls me back 3 hours later it is as if she is reading from a card. Do you have the tracking number? I stated what tracking number you sent me a label and I shipped it back. She says oh no you were supposed to go to the post office if they sent you a USPS label. I advised her that there was not anything in the instructions about that. I think she asked me at a minimum of 8 times what the tracking number is? Are you kidding I asked? I have told you there is no number on the label that AT&T Provided. She went round and round with the same information to me and stated that I should call the post office to find the package and I advised her that the post office will no nothing its like sending a letter they have no info on it. After being an AT&T Customer for 20 plus years I dont understand why what you do becomes now my problem? I need some help please. I of course asked to speak with someone else but she stated she is the only one who can help me and that all I can do is call the post office.

I switched from Sprint to ATT Wireless last year. In Nov 2017 I added a line (unlimited everything) and was to get BOGO iphoneX and iphone8 while getting $25 off DirectTV and free HBO for life. I was told we could use one of our current numbers on the new line. My bills were to be around $155 with the new line AND a payment of $33.34 for the iphoneX, my bills have NOT BEEN CORRECT SINCE ADDING THE NEW LINE! My bills go from $300-$850! EVERY MONTH I HAVE TO CALL ATT AND DOEND HOURS ON THE PHONE CORRECTING MY BILLS! This month my bill is OVER $700! Now they are saying I can't even dump ATT to go back to Sprint without buying both phones ($1800)! HELP! I have been a valued ATT costumer for over 40 years and am about to dump ALL of it!

I am having a huge issue. They sent me a phone I could not activate. So new phone sent out. I returned the phone, received April 19 yet still charged me for not returning. All we have gotten is out sourced call centers and run around. They lie I mean bold face lie. Told me would be fixed This past Friday then not fixed then today by five still a grand in my bill. I have the email they sent too that my phone received. People need to be fired how bad this has been. I say do not use att. When a problem happens they refuse to fix it even with proof. They just lie and lie. It is crazy. Seems we all may need to hit our local newspapers and fcc because they refuse to help. Now the issue is we could loose service due to their error. My kid is out applying for positions and now due to incompetence I have to worry over this. They are parrots nothing more

I was scheduled to have an upgrade for my uverse from 30 to 100 mbps. I was scheduled on may 24, june 5, and june 14 and june 18. I waited each time from 12-4 that is 16 hours of my time tethered to the office in case they would come. They never came each time. They did not call to cancel. I called and complained and rescheduled each time and to date the update never happened. My account number is [protected]. Elissa irons - at 15220 lincoln st. Oak park, mi 48237. What should I do now? At&t has been my service since 1980. This is no way to treat a loyal customer. Please resolve this issue promptly. I have spent countless hours on the phone complaining and rescheduling and have gotten nowhere. I have spoken with supervisors and escalation specialist.

Please help me. I can not spend anymore time on this issue. Please contact me promptly for a resolution. Thank you.

Called at&t regarding 50 mb fiber, was told this was available at my address. Installer came, was at my house for 8 hours and and when he left I was only getting 19mb on a hardwired connection. That night my wireless was not working so I called tech support and was told that my address only had 25 mb and it was not on fiber. They also were billing me wrong and were charging me 70.00 instead of the 40.00 for one year.

In my opinion at&t is a crooked company telling lies and scamming people. They should be ashamed of themselves. Customer support is offshore and impossible to understand.

I'm stuck with this lemon of a company for a year. Wireless won't connect half the time. That is not acceptable for someone working from home.

call AT&t every day for a week every day they say they are sending a new modem the next day for a business account. No modem cam in a week went into store, we cannot trade it or buy a new one Manager Mark says for me saying [censored] he will throw me out of store security ran up on us. Mark says we cannot trade it out or buy it, modems only come from Texas. That we should of gotten shipping number. I live in Chicago and no service center. Mark says lie and tell them the wires are down and they will send a technician. I was always told by AT&T customer support "if you buy up to Business account then you will get better service" funny we are getting total crap for service at least with com cast you can go to a service center and trade the broken stuff out.

For the last 18yrs I have been running a business on this phone line and every time it rains we get a loud hum well it is getting worse you came out on June the 8th 2018 and said it was fixed its not then we were told it would have to be dug that would happen on June 15 2018 that did not happen now I cant even hear are customers I am losing money by the day
I am with mci and I am not getting know where this is sad my phone no. Is [protected]

Service does not work as promised. This will be the 3rd service call for this issue just this month alone. Now I have to wait three and a half days to have it fixed. Funny that you do not get any compensation when they screw up your service. No one seems to know what to do except wait or blame the last person. We have been dealing with this same issue for almost 2 years now. When they work in the box at the beginning of our street our service always gets messed up. Left a message for the office of the president. No return call over a week later.

I moved my service to North Carolina. When the installer came I told him the receiver was buzzing. He said he could give me a new box. I asked if their was a fee and did it extend my contract. He told me no. If I did it at a later time it would be a fee. I found out that AT&T extended the contract for 2 years. In 1 day I spoke with a manager, loyalty support and back office. They all gave me different information. The manager said that I should of had a 1 year contract with the move. I explained what the technician told me and he said I have been a customer over 15 years and the loyalty dept. will take care of it. The loyalty dept said they do not have the authority and it had to go to back office. She saw where the tech put in no charge for the receiver but when it was connected it increased my contract. She said the move extended contract for 1 year. She said back office will investigate it and call back in 4-7 days. She said they will leave a number with their ext. if I miss the call. Well they called back 1 hour later and said i had a 2 year contract with the move which is the opposite everyone else told me. He did not leave any ext. number. He said I received an email and a letter with my terms of agreement. I never received any of this. I even called back because i never received the email. They said a different dept at AT&T sends the email and its strange I didn't receive it. They looked at my order and told me everything was fine. They told me 1 year contract. I never received my terms of agreement. The installer told me there was no charge and no extension of the agreement. I had 3 people give me 3 different answers on 6/9/18. I have been a customer for 15 years. I never received the terms of service that are required by law.

I am a senior and my land line has been out for four days now. Called and was given the date of June 10th for service call between the hours of 8 a.m. and 6 p.m. Whatever happened to the four hour window. Did not question that it was Sunday since it was an outside line problem, which seems to happen often. It is now 6:30 and as usual for service calls, no show. Called numerous times and of course, got the usual script, wait, press buttons, disconnects, etc. I would like to have service restored to my land line and credit on my statement for days without service.

I just moved to a community that uses AT&T cable service for internet and phone. The local sale manager ( I won't name him) was very helpful in getting the service connected. However, after it was connected and I had a multitude of problems he would not answer either e-mails or voice mails asking for help to resolve my issues. This is a MANAGER in his title, not an overseas call center employee. It took me hours and multiple calls to various customer service numbers and transfers to attempt to get issues resolved. The jury is still out as to whether everything is now ok. My opinion is that AT&T service and processes are too complicated for both customers and employees to understand. Thei service are great, but customer service is a nightmare.

I call on May 30, since I received a call back from asrurion insurance stating in Nevada there is no service provider to repair my screen. Instead I was told to pay $225 deductible for replacement new phone. I said why sell insurance to customer who lives in certain cities that is not provided, so I requested to cancel insurance. Afterwards I was connected to a manager from two different department and both stated for me Ms. Carpenter to get a new cell due extreme convenience, on line for 2 hours and 8 minutes. Was transfer to the retention department Henry (ID# HS854K) actually was rude, hung up on me, deleted our conversation, disregarded 2 previous manager notes to give me a new cell due to all the issues. Call back today June 4, 2018 and was told that HS854K deleted or conversation/notes but it was retrieved. Sarah the manager claimed she cannot give me any S8 or S9 since both are new. Not even a % off new cell S9 or S8 that I was interested purchasing. At&T is a multi-million dollar brand and this what they represent when upset employees are rude and not honoring what was promise to customer for a new S8 cell after it been documented.

I have been a loyal customer with AT&T for last 4 years.Last week I had a very bad experience with sales person at the AT&T store at 2427 Rowlett, 2202 Lake view Pkwy, suite 104.The sales person who cheated me is Ryan Green. I went to the store to buy two pre paid connections. When we went in and inquired the price to compare the prices, Ryan asked my AT&T account details and after looking up the account he said it will be cheaper for me to add two more lines to the existing account and he can waive the activation fees for the new lines as I already had 4 lines and AT&T has 4 or more phones discount. Since I had my own device I purchased two SIMS and got two new lines added to the existing account. Ryan gave me a bill with no activation fees and told me that he has entered all the details in the account, so I should not be getting any extra charges and if I get any charges I should come back to the store with the bill and he can settle it for me. The total increase in my bill should be around 40 dollars for both the lines . He told me to take unlimited data plan as I have 7 lines and it will cost me only 40 more dollars. When I received the monthly bill there is an increase of 297 dollars which included activation fees for both the lines and 96 dollars per line. I went to the store and asked as Ryan had told me I was greeted by the store manager Bree and she told me that Ryan has no right to say that no activation fees will be charged. He had changed my existing plan and started a new plan and when asked if I can continue with the old plan I had, they said that plan does not exist any more and so I will not be able to go back on it . Bree was very rude and ab noxious in her conversation. She spoke to me very rudely. Ryan Green who was in the store at that time said he did not say that there will not be any activation fee and he did not change my plans. When I showed him the bill which he gave me, Bree said she can only apologize, but cannot do any thing. These sales people are clearly cheating the customers by not explaining things well, especially the charges. I could have just bought 2 pre paid phones and not get all these extra charges and loose the plan I was using. Can any one do some thing about these types of cheating?

In December 2017 I was given an order reducing my internet to $20.00 per month for 12 months. Order #[protected]. I've made several calls to AT&T asking why my internet bill is $36.00, each time I'm told it takes a few months before it will show on my bill. As of today it still shows $36.00.

I've filed a complaint with Comsumer Class action and a collect agency to recover my money you keep charging me. I also want my bill reduced to $20.00 as shown on your document. Your order states the following "AT&T high speed internet elite...$20.00 per month for 12 month(s), then $54.00 per month". Your document doesn't state, list or show that the $20.00 is OFF $54.00.

If you continue to give me the run around I plan I seeking legal action.

You may contact me at [protected]@sbcglobal.net, or call [protected]

PLEASE ACKNOWLEDGE RECEIPTS OF THIS EMAIL

On May 18, 2018 I called to cancel my U-verse Cable Tv because of rising costs. One day later I ordered Att Direct TV. I made it clear that I wanted to cancel U-verse on May 27 and have Direct Tv installed as soon as possible after that so we would not be without tv service for an extended time. They scheduled the Direct TV installation for May 28th even though I brought it to their attention that May 28 was a holiday. They said they did installations on holidays and that an install would not be a problem. Today I called and spoke to Brandon ID# BA417H and he assured me that they would be out on May 28th. After speaking with him I received a text saying my service appointment was changed to May 30th. I called Att and spoke to someone named Okerri ID#OM1204 and I was placed on call for a very long time and they did not resolve my issue. I asked for the Corporate Office# and no one would give it to me. I spent all morning trying to receive help. I called back two more times and a Rep. told me that she was rescheduling our U-Verse Disconnect so that we would not be with TV service between the time of our new Direct TV installation and the cancellation. I currently have Cellphone, U-verse TV, Phone and internet service with ATT and I am supposed to be a preferred customer but I was treated as though they didn't care at all. If this is not resolved to my satisfaction I will have no choice but to go back to Comcast.

Our internet services has currently been down for a day and a 1/2 and counting We dispense life saving medications and cannot get in touch with anyone at ATT who seems to care . We have lost several customers due to not being able to feel emergency meds . It has cost us customers and extra labor . We would appreciate some kind of assistance . We are drowning and no one seems to care .

Dear Sir/Madam,
I have a complaint about your internet and most of your support people, especially the ones associated with the internet.
In the middle of February, 2018, I contacted one of your representatives about a TV and Internet connection. I spoke to Josh. He gave me a quote of $96.11 per month for both TV and Internet.
I agreed to the price of $96.11 per month and Josh said that someone would be out to install the TV and Internet services.
With-in a couple of days, a guy came to my home and installed a dish antenna and set me up with basic television. I asked him about the internet and he said, he knew nothing about the Internet and that I would have to call AT&T to get that set that up. That is when the horror show started.
I called AT&T and told a representative that I needed my Internet hooked-up and that I had spoken to Josh, a representative and got a quote of $96.11 for TV and Internet service. I was then passed around to several people and repeated that I needed my internet set-up. Finally, after about 1 hour, I was passed to a person who asked me my password. I told him that I did not have a password and no one have given me a password and asked what is the procedure to get a password. He said that Josh should have gave me one, which he did not. I told him and so, he then transferred me to someone else and he or she said (I had talked to so many of your associates and/or representatives, that I don't remember if it was male or female) that I had to have a password. Guess what, I was transferred to someone else. After 2 or 3 hours of being passed from person to person and even getting hung up on several times, because the person I was transferred did not answer or the connection was terminated by someone at the AT&T end, I gave up for the day.
The next day, my wife called and went through much the same thing, being passed from associate to associate for hours and getting exactly nowhere. To make a long long story short this went on day after day, hour after hour for four days, my wife and I taking turns and could not believe the total incompetence of the associates. At one time I asked one of them if anyone there knew what they were doing, they hung up on me.
I needed the internet for many reasons and was getting very frustrated. I had been with-out a internet for over a week, ever since I had moved into my new home and I urgently needed it for financial reasons since I do my banking and bill paying on line.
Finally, after 4 days, I got someone who said that the only thing he could do was send me a hot spot internet box at $61.00 per month. I told him that I had already been promised a TV and Internet for $96.11 and he said he did not know about that. He said that would give me 25 Mbytes. I asked him what that meant, he said that should be plenty and did not answer my question. I have found out later that none of the associates knows what 25 megabytes means.
I was desperate, so had him send it to me. That is when the horror show started.
It was shipped to me on February 22, 2018.
Then, I started getting the bills. In March, I got a bill for $159.97; I paid that. My second bill in April was for $274.05, this is a little more than $96.11 as promised by your representative; I received this bill on April 6that which time I had the internet immediately cancelled on April 6th at 8:00 pm. I paid that bill. I then received a bill in May for $115.13. My wife called and asked what was going on with the bill, saying that it had been cancelled. The representative said that we had used $60.00 worth of internet added on to my previous charges.
I had the AT&T internet for exactly 44 days. My charges for the internet alone were $386.51 for that month and a half. There has to be something wrong with the readings, especially since I was promised both the TV and internet for $96.11 per month. When I first started trying to get the service, your represented responded to my question of how much internet I would get and he said 25 Mbytes. I asked him how much that was and he said that it was plenty and gave me the impression not to worry about it.
I felt misled several times on the TV and Internet bundle at $96.11 and what 25 megabytes is when referring to the internet and they could only give me a hot spot and not use a dish.
I believe my charges are way to high for what I was promised and was delivered.
Leroy W. Dungan

I called toll free number to complain about billing and and easy pay services — was talking to angry customer agent — about adjusting bill and getting a paper bill — it has happened before and almost feels like a scam to me — when this happens once it could be a mistake but 3-4 times it doesn't seem like a good business practice — I used your virtual agent and resolved the problem — could you explain why we are being submitted to overseas agents that don't understand how to explain in the terms we use to communicate — we pay for their services and the customer should be respected otherwise they will leave and go to another service — you have a decent product but so do others and I keep records and statements — just a note - have asked for a paper bill coming in mail to me — so I can verify account and notices of changes in account — never got one — why? You solicited me through the mail where's the bill? Please send me explanation and help me understand - multiple mistakes with direct tv and programming with bills and statements and promises never kept when talking to service agents — nfl sunday — sports package programming — satellite malfunctions and programming issues — if your emails are miscommunicating your product fix them — if not, don't lie and say we'll make it work and don't — the sound of a dissatisfied customer is a click as the phone stops working — try to fix this — francis schneider — a concerned customer — [protected]-home — [protected]-cell - I was a former arbitrer for usps and a union rep — I understand mistakes please fix this — thank you