AT&T
Reviews and Complaints

I requested to have higher speed internet from ATT and accordingly scheduled an appointment for Saturday July 7, 2018 between 1-3PM. The day before meaning July 6, 2018 got him to find that I have no internet. Called ATT and off course spoke to people in the Philippines who had no real answers, they are trained to speak politely but no real solutions. Each of the people that answered has a different answer. All I was asking ( what happened to internet connection)? I thought it a simple question. I finally got Ellie on the phone who said I will take this case personally and keep checking and promised to call me back with updates. Never did. The tech never shows up between 1-3, I call ATT again now they say unknown if tech is going to show or not ATT overbooked appointments and tech is behind, he may not come today and wanted to reschedule for Tuesday July 10, 2018 from 1-3 pm, I said cant must be at work, rep kept saying that is earliest available.

I said fine, give me my internet back and I will wait for next week on Tuesday, now he says I can't, too late, the configuration for higher speed was already done, I have no choice but to wait. I spoke with supervisor (Mike) and his Superior ( Catherine)
both could not do any better. Around 6PM I received a call from Hugo and ATT tech saying I just picked up this assignment and came over with a new box, takes the old one out plugs in the new one. Left to go the ATT main box in the area, returns in 15 minutes saying ATT wires are from 1952, very old, there is a short but that he was able to do something for me to have internet in two hours because it has to load, I asked Hugo a few questions and every time he switched his answer, I knew he was not saying the truth I also knew that I will not have internet in two hours. In the meantime Hugo requests a ticket for someone to come the next day.

Within a short period, I not only did have internet, I did not have a land line either.

Thank God for cell phones, I called ATT again re-explained all this no one was able to figure things out and told me to wait for someone to come tomorrow.

The next day, Sunday July 8, 2018 AM I get a call from Joe, comes in shaking his head telling me Hugo did not know what he was doing, he messed up not only the internet issue but disconnected my land line, so now Joe found other problems that prevents higher internet, the choice was to wait or to go back to my previous internet. AT this point I was so tired for being lied to, I couldn't trust anyone, so I instructed Joe to put my old modem back and leave as I had decided that I will not remain with ATT anyway.

Hey A T&T...
Who are you, my mother?
What in my contract gives you the right to ration out and downgrade my service anytime you want?
I PAY for mobile internet service! So what's really happening is because you're a sovereign company, a monopoly, you think you can get away with anything and your customers are just going to be 'okay' with it. You can just divvy out your internet and lower the quality of services almost a third of the month? Well, as far as I'm concerned, when you do that, it makes me think you're a third world company and taking advantage of your customer, so very soon you will have lost a long-time customer.

We initially ordered service about a week and a half ago. Due to the improper processing of our order by AT&T, the order was cancelled without notice. Our installation date was scheduled for 7/6. We called to reactivate the order and they gave us a new install date of 7/9. After confirming that date, they then cancelled that order due to more system issues. I called back again to redo the order. The next available install date was now 7/11. We work from home and just moved to a new state. Now we have to take days off of work because of two screw ups by AT&T. We have tried multiple times to reach a supervisor and have been hung up on at least 5 times now. It would appear that they are trained to never transfer us to a supervisor. This is by far the worst customer experience we have ever had. I would strongly advise that customers find any other service provider to work with since this company is not in the business of helping people, just themselves.

On Tuesday, July 3 I ordered new phones and upgraded service per your chat line. I first talked with Steve - then Roal (Roel). He came up with a plan that I was satisfied with. It included the new Samsung Galaxy 9+ and the free phone was the SG 9 upgrades. It included unlimited talk, text, data, etc on 4G with hot spot and wi fi - unlimited but would slow down after certain amount was used. He also signed me up for DirecTVNow and auto pay. He said my total monthly bill would be around 161.00 including taxes.
He activated my Direct TV now and sit me up an appointment at the Camp Bowie Store in Fort Worth for 1:00 on July 4th to pick up new phones.

We went to store as scheduled and talked with Anthony Avery. He was very nice - picked out our phones and were getting ready to sign everything when he noticed he could not offer us what he had offered. He found all of our notes and verified what your person had told me. The case number is RD553D

He visited with his supervisor and she told us to call the Loyalty Department. Since all notes were on my record they felt the loyalty department would honor his agreement.

I called today and rep said she could not find this info on my account and could not find anything with reference number RD553D. So I spent several hours on Tuesday, Wednesday and Thursday with AT&T and still do not have this resolved.

I would like the service that was promised me at the price that was promised me and I would like my new phones. I also found out when I cancelled DirecTV now that I billed for first month even though I have not received my new phones.

Your help in this matter is appreciated. When I was told a price and given a deal - it is very sad when a large company will not honor that deal. If you can find all of the notes and info on my account regarding this matter hopefully you will agree with me - your long time customer. I also have Direc TV Susan Anderson [protected] County Road 522 Cleburne, Texas 76033

On may 22nd I have arrived to the us from israel.
As I was planning to travel and meet with friends, I needed a cellular package that eill be reliable and have both talks and data coverage in all the states I was planning to visit.
On the 23rd of may 2018, I entered an at&t store in ocean city, md and explained my connectivity needs. The representative in the store offered me a sim card and a package that cost 50$ but' if I enroll using a credit card, it will cost me only 40$.
I emphasized my need for full and uninterrupted coverage, as I use my iphone also for navigational purposes, and listed all the states I am planning to visit and where I need good cellular coverage.
Before agreeing to purchase the at&t package (sim card and monthly service) I was assured that all there is a full and complete service and cellular coverage in all the states I named specifically (including maine, georgia, ohio, maryland, pennsylvania, florida and virginia, new york, the carolina's - and all the states en-route...)
I was terrified when, in the middle of my driving on the highway in maine I had no service and my navigation app. On my phone was no longer updated. I continued driving for about an hour hoping that the service will be resumed. When it did not, I exited to the nearest exit trying to find an at&t store q representative to help me solve the problem.
However, as this region of maine does not have an at&t service, there are no at&t stores or representatives, and since I have no cellular coverage, I could not call at&t representative for help.
I entered a walmart store and found out that in that at&t has no service in that region.
I had to purchase a pre-paid phone - the least expensive one that was available ($40) no. [protected], and to purchase a cellular coverage ($30), both by by verizon who covers the state of main in its entirety.
Upon returning home, I tried to contact at&t online, and to launch a formal complaint. Originally I was planning to ask for a full reimbursement of the package I purchased from at&t (some $40 plus taxes.
However, when I tried to write to at&t I discovered that chatting with a representative is the option most available. So I did. One agent transferred me to another... And to a third and fourth one and... At the end they "hung-up on me without saying a word and leaving me in mid-air (after spending some 1.5 hours explaining to the various agents the nature of my complaint.
My second attempt was a shorter one (some 40 minutes) and only two agents and at the end I was directed to a link for arbitration.
In the light of that attitude, I have changed my mind and I ask now for a full refund for the expense incurred to me by their false representation of their service and coverage. The $40 for the verizon phone I was forced to purchase and the $30 for the verizon coverage I needed to purchase.

I thank you very much in advance

Sincerely

Dr. Joseph liran

[protected]@yahoo.com

I have a pre-paid account with AT&T with an android called Alcatel Ideal. I am disabled and spend a lot of time at home, so my data usage is always low. I thought why not go back to a flip phone? I called AT&T and was told they had an LG flip phone, which I was originally told would be charged about $50 month, I believe. Whatever price they quoted, was too high. I said I can get it at Cricket for $30 or less. He put me on hold. He came back with a quote for $30 I think. I said all right I'll stay with AT&T. He didn't inform me clearly that the bill would come to nearly $80. When I learned the total charges, I planned to cancel. I was too slow by 3 days to close the order. When I finally called them on 6/24 (I ordered the phone on June 11) I was told that if I went to the local store, I might be able to cancel it. I have Parkinson's, which makes it difficult for me at times to get out. But I went. They said I could pay $50 to buy off the phone and close the account. I did that. Two days later, I was charged $79.57. When I called, I asked to speak with a supervisor because Sergio my clerk couldn't help me. I was given Arnaldo to speak with. He said those were the charges for the days the account was used. I didn't receive the phone until June 12, 2018 at 3:42. He repeated that there was nothing I could do, since auto-pay was on. So even though though I cancelled the account on June 24, I was chon June 26. I thought to ask if I would have to pay next month as well since I didn't cancel auto pay when I canceled the account. He said he would cancel it since I asked! They would have continued to charge a closed account. Never ever use AT&T. I want my money back.

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.