AT&T
Reviews and Complaints

ATT sold us a Uverse program and promised a $100. gift card within 60 days, to offset the charges of changing over to Uverse. We have had the Unverse acct for several months and thus far, no gift card has been received in the mail as promised.
Calling ATT regarding this issue is a waste of time. I've spent over an hour speaking with 3 different customer service reps and then placed on more holding time, for over 2 hours. THIS IS RIDICULOUS. WE JUST WANT ATT TO HONOR THEIR PROMISE AND SEND US THE $100. GIFT CARD.

At&t cell service is poor at our new residence. I have contacted att&t and spent hours on the phone. I have traveled from one at&t store to another. There is a solution. It is an at&t mini cell tower for my house. At&t wants $200 and a monthly contract of $14. 95 for this. I am a senior citizen and have had at&t for many years. At&t customer service phone reps don't speak good english and do not seem to want to help. Could that be because they are in a foreign country?

At&t customer service does not seem to care if i change carriers or not.

This is a letter I sent off when I returned at&t's modem. I also sent a copy to the ceo's emai address (For all the good it will do. )

To the powers that be at att,

My wife, diane and I have had a land line at the home we have lived in for better that 14 years. Early on our phone was directly with att. Later we were offered a bundled deal with cox communications that included cable tv, high speed internet and a home phone line that would keep our (Xxx-xxx-9648) number. Other than having to rush to enter a phone number we had no problems with this bundle.

I recently lost my job due to the owner of the store deciding to retire. My wife, in a cost cutting strategy, said we could save a significant amount by going with direct tv and there was a bundle available that would include att home phone and dsl internet. We have had no problems with direct tv. Their customer service is available even in times I wouldn't have expected it to be. More importantly the system was professionally installed and the man did not leave until he and my wife were both convinced that everything was working properly. I wish the same could be said about the att portion of our bundle. There have been problems with installation and quite a bit of time had to be spent with customer service to get our land line operating. Our dsl was also a problem at first and the only person there who seemed to know what he was doing was a tech support manager named cadence.

We finally got everything going a couple of months ago but there seemed to be a problem getting a bill sent in the mail. My wife complained to one of your customer support people that she wanted a physical bill that she could pay instead of having money drawn out of her account. Within a few days our land line was mysteriously cut off. My wife tried to get the problem resolved initially with no success. Since I was out of a job anyway I took over the daily calls to you to try and fix the mess. I talked to numerous customer support people from bombay to chicago and every time I would have to start over from scratch since you don't seem to have case numbers to refer to. I have been told that our phone number is our case number but why should I have to explain every detail of our situation each time? One problem became clear later in my first week of dealing with this - our dsl phone number (Xxx-xxx-4397) , was the only number that brought up anything in your system. As far as you were concerned our land line number (Xxx-xxx-9648) ceased to exist on the date that cox took it over and was never associated with us again even though we did have a working land line with that number for almost two months.

My main complaint with this whole situation was that I have requested that the last conversation with my wife be reviewed in order to ascertain what, if anything might have been misconstrued to mean that we wanted our phone disconnected. This was not done and nobody has ever been able to tell me what happened. As a matter of fact, my wife and I had been promised call backs from supervisors on numerous occasions that never materialized.

After a solid week of dealing with this situation the only proof that anything was done on your end was that we would get a silent line rather than a ringing when we tried our home number by dialing it on our cell phones. Of course there was no sound of ringing in our house, the phone being unusable, and we came to the conclusion that what we had with att was a bungle, not a bundle.

We have since gone back to cox for our internet needs and are going to make do without a land line altogether. What little faxing my wife was planning to do from our land line can be done elsewhere and we will save money on what would have been that part of our bill. We would appreciate it if you could prorate our bill so we are not paying for non-existant service with our land line.

The slogan I have been seeing on your literature, " rethink possible", has taken on an ironic twist.

I received an rma for the modem via internet and will be sending it off today. One copy of this critique of att will appear in the box and another will be sent via email to however high in the food chain I can reach.

I just cut the cord (so to speak) with AT&T
Here is a copy of what I sent off with their modem in the return box. (the phone numbers have been changed to protect
the innocent.)

To the powers that be at ATT,
My wife, Diane and I have had a landline at the home we have lived in for better that 14 years. Early on our phone was directly with ATT. Later we were offered a bundled deal with Cox Communications that included cable TV, high speed internet and a home phone line that would keep our (xxx-xxx-9648) number. Other than having to rush to enter a phone number we had no problems with this bundle. I recently lost my job due to the owner of the store deciding to retire. My wife, in a cost cutting strategy, said we could save a significant amount by going with Direct TV and there was a bundle available that would include ATT home phone and DSL internet. We have had no problems with Direct TV. Their customer service is available even in times I wouldn't have expected it to be. More importantly the system was professionally installed and the man did not leave until he and my wife were both convinced that everything was working properly. I wish the same could be said about the ATT portion of our bundle. There have been problems with installation and quite a bit of time had to be spent with customer service to get our land line operating. Our DSL was also a problem at first and the only person there who seemed to know what he was doing was a tech support manager named Cadence.We finally got everything going a couple of months ago but there seemed to be a problem getting a bill sent in the mail. My wife complained to one of your customer support people that she wanted a physical bill that she could pay instead of having money drawn out of her account. Within a few days our landline was mysteriously cut off. My wife tried to get the problem resolved initially with no success. Since I was out of a job anyway I took over the daily calls to you to try and fix the mess. I talked to numerous customer support people from Bombay to Chicago and every time I would have to start over from scratch since you don't seem to have case numbers to refer to. I have been told that our phone number IS our case number but why should I have to explain every detail of our situation each time? One problem became clear later in my first week of dealing with this - our DSL phone number (xxx-xxx-4397), was the only number that brought up anything in your system. As far as you were concerned our land line number (xxx-xxx-9648) ceased to exist on the date that Cox took it over and was never associated with us again EVEN THOUGH we did have a working land line with that number for almost two months.My main complaint with this whole situation was that I have requested that the last conversation with my wife be reviewed in order to ascertain what, if anything might have been misconstrued to mean that we wanted our phone disconnected. This was not done and nobody has ever been able to tell me what happened. As a matter of fact, my wife and I had been promised call backs from supervisors on numerous occasions that never materialized. After a solid week of dealing with this situation the only proof that anything was done on your end was that we would get a silent line rather than a ringing when we tried our home number by dialing it on our cell phones. Of course there was no sound of ringing in our house, the phone being unusable, and we came to the conclusion that what we had with ATT was a bungle, not a bundle.We have since gone back to Cox for our internet needs and are going to make do without a land line altogether. What little faxing my wife was planning to do from our land line can be done elsewhere and we will save money on what would have been that part of our bill. We would appreciate it if you could prorate our bill so we are not paying for non-existant service with our land line. I received an RMA for the modem via internet and will be sending it off today. One copy of this critique of ATT will appear in the box and another will be sent via email to however high in the food chain I can reach.

SWITCHED TO THE FAMILY PLAN BUT WASNT TOLD THAT WHEN YOU UPGRADE A LINE MY BILL WILL GO UP 25 DOLLARS A LINE ONE MONTH AFTER SWITCHING I UPGRADED THE FIRST LINE MY BILL WENT UP 25 DOLLARS
I HAVE 2 MORE LINES AVAILABLE TO UPGRADE NOW 3 MONTHS AFTER SWITCHING MY BILL IS GOING TO GO UP 50 DOLLARS A MONTH I WILL NOW BE PAYING MORE THAN I WAS WHEN I SWITCHED 3 MONTHS LATER AND I STILL HAVE ANOTHER LINE TO UPGRADE WHY WOULD I WANT TO SWITCH JUST TO PAY MORE
ATT PRETTY MUCH TOLD ME THAT IS THE WAY IT WAS AND WE ARE NOT GOING TO DO ANYTHING ABOUT IT

Wondering how many people out there are in the same boat with me. I
Cancelled service 05-2012 - returned equipment, paid final bill. 6
Months later received a letter stating I owe $800+ for un-returned
Equipment and service after the termination date. Spoke with csr
3-27-14 who told me "we received your equipment 06-2012, and payment for
The final bill. , I will escalate this, you should have a zero balance" 3
Weeks and 5 supervisors, who agree, later... Nope, never received
The equipment, you didn't pay the bill.
Broken merry-go-round. —do not get uverse under any circumstance. — do not let them onto your credit report—ever

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