AT&T
Reviews and Complaints

On February 7, 2014, I cancelled my DSL account with AT & T. In March, I received a bill from AT & T for all of February, March and an alleged overdue balance for January. The overdue balance was highly unlikely, as I had automatic payments. I immediately called and complained. The unhelpful AT & T representative attempted to tell me that I never cancelled my service. When I gave them the cancellation notice, they amazingly found the cancellation. I immediately stopped the automatic payments. 2 weeks later, I received a nasty gram from AT & T claiming that I had an overdue balance, consisting of 3 months worth of DSL service (surprise, surprise, they did not fix the billing problem) At that time I contacted AT & T again regarding this issue and they told me that they would look into it and get back to me. Another 2 weeks later, I received another "nasty" gram from AT & T regarding my overdue balance, which was not $20 cheaper, I immediately contacted AT & T, who surprisingly couldn't find my account, after 27 minutes on the phone I hung up. 3 days later, AT & T illegally withdrew the full amount, prior to the $20 deduction out of my account. Again I immediately contacted AT & T, where I was then informed that they were NOT permitted to withdrawal funds from my account and that they would put them back in immediately, here it is weeks later... Those funds have still not been returned. When I contacted AT & T there story now is that they are going to send me a check. Interestingly enough. And yes, I am still getting "nasty" grams from them claiming that I have an overdue balance. Unreal. AT & T is by far the WORST customer service and WORST company overall. The service that they provide is spotty, at best, and they charge top dollar for the spotty service. I would NEVER recommend them to anyone.

Tried uverse for less than 24 hours. Called to have service terminated and was told that the account could not be closed since my phone had been ported to uverse and I needed to wait until it was ported back to att landland. That happened 10 days later. Called back to att to terminate my contract with uverse and get confirmation number required to return equipment. Returned all equipment that same day. Called back to make final payment (Owed for installation charges - those were legitimate). Told that couldn't make final payment until I received final paper bill. Got another bill for normal service - not the final bill so I called again. Told that I never cancelled my account so I owed for entire first months charges plus a prorated portion of the second month's service.

These folks did nothing more than string me along until I exceeded my 30 day free rescission policy.

Do not agree to converting your phone to uverse until you are sure you like the internet and/or tv service - - which by the way is not as good as direct tv.

I paid the bill because I knew that if I didn't my credit would be affected. I will disconnect all of my att services including land line and my wife's wireless as soon as possible.

I agreed to renew ATT uverse for one year in December, based on a quote to me of a total price for services. Now ATT says it is fair to raise the rate one month into my contract, yet I am penalized if I break the contract. Shouldn't a contract obligate both sides to the agreement?

It's quite obvious at this point AT&T is at the center of this scam as it's happening to its customers all over the country and yet they do nothing about it and allow it to continue. Even more so, when trying to cancel the subscription online a repeated error pops up only to dissuade the customer further in hopes they'll just let it go since it's only a 4 dollar charge. 4 dollars adds up when it's propagated on a wide-spread basis. Call not only to make them aware you know of their scam, but to switch services as well.

We ordered Uverse in September and had nothing but issues the first month. Sound continually went out, on all HD channels, picture would scatter and we would have to reboot the system in order to get sound back. Finally got a tech to come out and replace the faulty box that was installed. They did not even credit us for one month of service we never got any use of! Then, due to their billing issue (wrong account number, one number off); our service was off for 2 hours. I immediately went to a local service area and paid the bill (EXTRA FEES). These jerks added $60 onto our bill for "connection fees" because the service had to be restored. Are you kidding me? 2 hours, their fault and they have to push a button to turn it back on? Crony capitalism at it's best here. We still have issues with intermittent sound problems on HD, yet they they say this a "known issue." Okay, fix it! Why are we paying full price for a service that is not properly functioning? Will be getting rid of Uverse and going back Dish ASAP!

I tried to order phone and DSL bundle via online AT&T website. The ticket was created but I received an email stating that DSL wasn't available. Over the course of the next THREE MONTHS, I made a series of phone calls and/or online order placements and kept being told that it was not available BUT...it was probably because I hadn't had the copper run to the house yet because it was new construction. I said ok, run the copper. Every time I talked to somebody a ticket was created and subsequently kicked out. Somehow, finally, a ticket was created and I was told that even though it was kicked out, I would get an install date and someone would come out. My install date was set and it was a month away (October 3rd 2013 I believe). On October 4th, I called to check on the status since nobody showed up or even bothered to call and was told that there was an engineering problem and my date had been bumped to October 31st (Not sure why they wouldn't call to tell me that).

During this process I was told that I needed to have the technician check the box when he came out to verify that DSL slots were available. The DSL is capped to preserve capacity and as long as slots were available, I could easily be added. When he arrived (a day or two early) I asked him and was assured that slots were available. He said to call back and ask to put in a 'DSL Escalation' Ticket which would go to engineering for approval. Engineering has to make the call as to whether or not the capacity is sufficient to support an additional subscriber. So...I did all this and was told to call back in a week to check the status of the escalation ticket.

That brings us to today. I call DSL Sales [protected]) and an prompted by their horrible voice recognition software to give a brief description of what I'm calling about. I say "Ticket Status" and get put on hold. Finally I get a person who oddly enough speaks English and am told that they can't help me, I need to hang up and call DSL sales back at [protected]. HUH? "I just did that" I said. "Oh, well you need to say New Sales" I am told. So I am getting a little hot(ter) but I hang up and call back. I get some middle eastern dude who asks me for my phone number. I'm aggravated at this point so I say "why doesn't your system just transfer it over". He says "Huh?". I said "When I called in it asked me for my phone number and I typed it in. Then I get you and you again ask me for my number. Why doesn't your system just transfer it over?" After about 3 seconds of silence, the phone line goes dead. This little ### hung up on me because apparently he was perplexed by such a difficult question.

So I have to hang back up and call back and this time I ask for an employee number (as I was told by another AT&T employee to do). This time it's a middle eastern woman. She says something like "Can I get your phone number?". I said "yeah, but first, can I get your employee number?". She says "well who am I speaking with?". I said "who am I speaking with". It was kinda comical actually but she says "Ken". Huh? she says her name is Ken and reluctantly gives me KL377 as an employee number. So I said ok, and I start to go through what's going on. I say I need to check on the status of a DSL Escalation ticket. She says ok, let me get Tech Support. I said "I just talked to tech support and they said they couldn't help me I needed to speak with new sales." No avail, she insists on bringing them on the line. So I get this American chick on the line with us and have to explain everything to her. She says what I already said and tells this indian chick that she can't do anything because she is tech support and this is a new service issue. I but in and say "hopefully you can understand why I am getting frustrated, you people can't even seem to figure out your own processes and keep passing me between each other". She asks if I have a ticket number which I provide and she says "Huh, that's odd, they usually start with a letter like "Y"". So the other indian chick realizes that this number may be useful and types it in and says "it says DSL isn't available". I said "I know that, I need to know what the status is of the escalation ticket". I end up getting nowhere and the American tech support check gets frustrated with her and says "You need to figure out who he needs to speak with, I am dropping off the line". The indian chick then says "Ok, see, there you go". Huh? See what? What are you talking about? I said "you know what, cancel the phone. The only reason I got the phone hooked up was to verify if DSL was available. If you people are too incompetent to figure this out, just disconnect the service." She giddily says "No problem, please hold".

So I finally get cancellation (or rather retention). Another American guy, thank god, who asks me if there was a problem. I go through the whole thing explaining every minute detail and he is dumbfounded. He apologizes and says he can see the ticket and the status is still pending. If I can just give them a little more time and call back in a week. I said "and get them again?". "Why would I call back in a week and deal with them?" He informed me that I could just ask for retention department when I call back and skip right past them.

Bottom line, AT&T employees are by and large incompetent. Particularly the ones that are outsourced. They are rude, incompetent, and entirely incapable of doing the jobs that they are outsourced to do. AT&T made a big mistake send all this work over there and obviously has an insufficient training program. The employees don't understand the systems that they use and are unhelpful when trying to resolve issues any more complex than entering new order tickets. If there was ANY other choice for me, I would go with another company. Any choice at all.

I had been calling every month on regard of the monthly bill. The last time that I talked to one of your representative was last month about the same date of today. 11-5-13. I spoke to Albert he talk me that my monthly payment will be $69.96 every month, I did not receive any statement last mont and I sent the payment without you send any statement.. Now I receive the bill of 10-22 thru 11-21 for the amount of $88.50. How come if I was inform by Mr. Albert of the monthly bill will be of $69.96. Is that the way you run this gigantic company. Let me know if you going to continuos this procedures to cancel this contract for misrepresentation on your part.
Thank You Very Much
Account # [protected]

At&t failure to understand what an individual need when it come to a high quality phone. Nokia put out the spec of the phone that the customer expect that will come when the phone arrive, but get the least quality of that particular phone. If At&t listen to what customer want in a phone they will have a steady stream of customer. They need to market there Mobil phones base on what the customer expect when the manufacture list the spec that the phone is coming with. There market strategy will be a lot better and they can create loyal customer that want to do business. By pushing there product create problem but it work for awhile because customer want that particular product. To have a stronger customer base and keep your growing steadily stronger . You have to build loyalty and give the consumer what they want in a Mobil phone. A word of mouth attract a lot of attention and that create a study stream of customer.

In August 2013 I got a new service of att uverse and got a good deal via website. I fixed my installation date and got a 25$ reward card. On the installation day I waited for the technician and later I called to check the status and it turns out my order did not went through, they apologize and got me the new order number with same details and instead of 25$ they offered 50$ reward card. The technician arrived way late from the time allotted and told me there is some prob. And I can not do it today but I insisted as I needed the net ASAP.after the installation following couple of weeks I got the mail representing how much my first bill will be and it showed double the price I was offered. I called back to att and the representative told me that seems like somthing went wrong sorry for that, your bill will be this much $. I than ask her that I saw an ad that was delivered to me n it offered same price as I am getting but it is 100$ reward card and she said she will process that and I'll receive 100$ reward card after 6-8 weeks. Today when I called regarding one the bill issues I was having, I casually asked the status of my reward card and to my surprise they told me I am not eligible for the reward card. This is so strange and spoke to their supervisor and after all the explanation he said the maximum he can do is give me 50$ credit but no reward card. This is so not right. I never asked for any thing they offered me for all the inconvenience caused by them and now that I am paying my bills regularly that's how I get treated from them.

I never signed up for AT&T support plus, but it was added to my bill at $5 a month. I requested that it be removed from my account and the payments refunded. AT&T agreed to remove it from my account and refund 3 months $15. My next bill showed the $15 credit, but then they charged me another $5 for the service again!

In may we had at&t install uverse and internet. First installation they failed to set up internet correctly and failed to set up the proper uverse package. Well after call upon call they finally got it right. Fast forward to august of 2013. We had a storm come thru that sent a surge thru their line into my tv, their modem and dvr box. When they set everything up, he tried running it thru the surge protector and it didn't work. So they opted to ground it another way. Ok can understand that. But here is what happened. They failed to ground it coming into the house. Now the surge only took out my tv set, their equipment. Once a claim was filed they sent out an adjuster who noticed it was not grounded. They sent a tech out to ground it immediately and then offered me (thru their insurance adjuster) $100. Upone which I told them the disposal fee was that. So with that said they keep saying that is all my set was worth. They have not taken ownership of not properly grounding the equipment. I feel they should and should be liable to pay for a new tv since the other one worked fine as their installer noted when he was here the first time. Their negligence they pay. But no, they wont move on the price and they did say it was their fault in later conversations.

AT&T automatically renewed our 3-year contract without our knowledge and then charged us $610 in cancellation fees. These fees are for services not rendered. We asked for the fee to be waived, but they denied our request pointing to some fine print. Please support our petition to encourage AT&T to cease this practice: http://www.change.org/petitions/at-t-stop-charging-for-service-not-rendered-under-deceptive-automatic-contract-renewals-6

I have ATT DSL Internet service. It is horrible. Their portal is incredibly slow. They have deleted my entire contact list, which resides in their server, several times. They have also emptied my inbox and said they were not able to recover the messages. More often then not, when I sign in their site gives me a message that the e-mail functionality is not available. Lately, the page will freeze and I will have to return to the opening page and begin again.
Trying to deal with their service department is terrible, long waits, they are not knowledgeable and usually are no help at all. Using other company websites is fine, the problems reside in their portal.
If I sign off I have to wait for about 20 minutes before Ican sign in again.
When I am composing a reply to an e-mail it will not allow me to save the draft, sometimes.
When I am trying to compose a message the page will frezee and won't allow me to use the compose function. Need I go on?
P. S. I have a new, state of the art, MAC laptop . The problem is not in my laptop.
If you have the option to choose another company, do so.

I am an AT&T retiree who on 07/22/2013, decided that I wanted a new wireless phone. After several attempts to order online, I decided to go to an AT&T store, but was unable to find what I was looking for. I ended up going back online to no avail. Late Monday I finally ordered a phone on the phone with an agent, expecting to receive my phone Tuesday or Wednesday at the latest. Wednesday came and went, no phone called back was told order did NOT ship because I didn't accept the terms & conditions, sent to me via email (which I did not receive) gave an alternate email address, accepted terms and conditions, finally on Friday 07/26/2013, I received a Pantech Burst wireless phone, Upon putting it on the charger for over 18 hours, phone does not charge 100%. Today I called back to AT&T Mobility and was told to take phone to a store and trade it out, well I did this and was told that I had to pay a $35 restocking fee, in order to get a new phone. Needless to say I'm back at home with the same phone and a bad impression of AT&T customer service, and the desire to see customers satisfied.

This is my log over just the last month! This after I have had service personnel at my home no fewer than 3 times before I got so fed up I began keeping this log. I am forced to have to pay for extra service otherwise I would have to pay for all these service calls for this ridiculous service. 6/1/13, repair svc; 6/8/13 repair svc; 6/9/13 bedroom tv freezes; 6/10/13 fam rm froze and jumped to live; 6/10/13 6:12am fam room jumped to live 6:41am; 6/10/13 7:04am fam room jumped to live tv to 7:28am; 6/10/13 mstr bedroom 8:38pm jumped to live; 6/11/13 fam room 7:58am jumped to live; 6/13/13 mstr bed room 7:51pm, 8:2pm9, 9:47pm jumped to live; 6/17/13 lr 5:44pm froze then jumped to love so it could record?Nothing scheduled; 6/17/13 mstr bedroom 9:27pm froze then jumped to live so could record?Nothing scheduled to record; 6/18/13 lr 12:06pm picture froze (Was on pause from 11:39) had to change channels to view; 6/21/13 7:48pm mstr bedroom froze had to turn off/on; 6/23/13 9:36am fam room froze then jumped to live; 6/23/13 mstr bedroom10:24pm jumped to liv, 6/24/13 9:03pm mstr bedroom said leave hd or choose recording only one other tv being watched and no sched recordings; 6/24/13 10:29pm mstr bedroom jumped to live; 6/25/13 7:46am lr wouldn't allow to rewind or pause; 6/25/13 1:28pm fam room froze then jumped to live; 6/26/13 6:11am lr jumped to live; 6/26/13 6:52am lr jumped to live; 6/27/13 7:23am fam room jumped to live (Am I mad now!) ; 6/27/13 1:19p, fam room froze then jumped to live; 6/29/13 12:48pm kitchen froze had to turn off/on; 6/30/13 8:46am fam room jumped to live after holding for 14 mins; 6/30/13 12:16pm fam room jumped to live after hold for mere 9 mins; 7/2/13 7:27pm fam room jumped to live after 16 mins - said dvr sched recording - nothing sched to record and only one other tv on in home. So fed up with this lousy at&t uverse crap. This is the way my service has been since I signed onto to this garbage nearly two years ago. I know I can't be the only one experiencing this or else I must have the worst equipment/satellite in america. I would highly encourage anyone thinking of switching to uverse - do not do it! Will add that the men who come work on my service are the nicest bunch of people, but this does not nor has it resolved my issues. I am thankful for one thing, after nearly year and a half - my internet seems to finally be working 24/7, now that my friend is real progress, too bad I had to pay for year and a half for something that I rarely got the benefit of, oh wait, that's right, one service rep showed me how I could move wires up and down when I lost connections, when it goes down I move the wire up one notch when it goes down again I move it back down one notch - that high tech stuff there! Good grief, I am so over this!

I live at San Diego Square at 1055 9th Ave. My apartment faces C Street between 9th and 10th Street. There is a group of homeless people that camp out on your building. They are there 24 hours a day and sleep there every night. I have call the non-emergency number for the police and the street patrol. They do nothing to help with this problem. These people urinate, fight among their selves, and change clothes there. They constantly harass people for money and pee on the sidewalk.
I am emailing you on behalf of all the residents that face the same way as I do.
Please help get rid of this problem for the residents of San Diego Square that have to face this problem every day.
If you could put up barriers or some deterrent where they could not stay there every day. If you have a better solution it would be greatly appreciated. We, the residents, would very much appreciate it.
Thanks, Joan Rose

I am receiving obscene calls on my cell phone from a blocked number. AT&T says that they can not trace a blocked number. In order for me to stop the calls from coming to my phone and for me to press charges against this person I need to know where the calls are coming from. I find it impossible to believe that with the technology that is available that AT&T can not trace this call to my cell phone and prevent these calls to my phone.

The old bait & switch... Signed the 2 year contract and then the price sent up... Why? Oh, they say we mae a mistake and gave you too much of a discount! Now you pay more! Oh well I would have gone with verizon... Well too bad for you! This sounds illegal and reportable. I will not go away. I hope their ten dollar a month increase was worth the loss of three smartphones and a responsible customer... I will put this on every website I can find and tell everyone I know about them