AT&T
Reviews and Complaints

First let me start off by saying that I have had my account with AT&T for almost 20 years. I don't switch for the fun of it. We wanted to get I-Phone and 1.5 years ago went and got them, and of course had to sign a contract for 2 years... but then we moved 6 months later. Because our regular phones had been working at our new home before our move, we did not even anticipate that we would have any problems with the I-Phones there... Well from day one at the new house, we had dropped calls left and right. I have called and complained all the time and keep be told we will hopefully get a tower in your area soon, just keep calling and reporting the problem. That is ridiculous... I was told two months ago just to try one more solution... to get the mini tower (Booster) and if that did not work they would waive my cancellation fee. Well here we are two months later, tower helped the Verizon Internet hub in the home but not the phones, drop calls going down the road as well. Now when I call back to cancel and get the fee waived I am told I have to pay $225 to cancel 6 months early...that they do not waive fees and could not. That they do not honor what a customer service rep says, it is not their department. And to add to the drama he also told me that he doubted that I had dropped calls at all, that I use the phones according to his records... What a joke! When I get done with this company, I will be done forever and would say that NO ONE SHOULD EVER USE THIS COMPANY! It is a shame how they will treat a 20 year customer!

We got Uverse installed last week, and it cut out unexpectedly Tuesday. There had been some work done by a contractor in the yard, and we called Uverse, who told us that they checked the line from their end, and we must just have a bad modem. Okay. They sent us a new modem, and it turned out that wasn't the problem. So, a tech came out this morning and told us that there was no signal coming to the house, but that he would send out a crew to patch it temporarily within several hours. In mid-afternoon, there was still no crew. I called the tech back, and he said he'd check on the status of the job. He never called back, and did not respond to a voicemail left for him. I called the main office, and they told me someone would be here by 8 pm. -- So far, I've wasted the entire day, and been given a complete run-around. I have no faith that their tech will, in fact, deliver on their promise of service today.

My husband and I had uverse internet service in atlanta for 3 yrs with no issues. We recently moved to ohio and decided that we would switch the uverse account to ohio. First; however, we needed to establish a "phone number" in ohio for residence purposes, etc. , and last october, I called at&t and they "turned on " the land line.

In april when my husband finally arrived in ohio, we had the technician come in to set-up the uverse tv and internet. At that time, we were told that the "land line" was not working and he did not know why (Later the adt security guy found that it had been cut and he spliced it to work for him. The at&t technician never even looked to see what the problem with the line was and if it was in the structure. At that point in time, he left us with only one tv hooked up, internet, and no phone.

Fast forward to june 7th and be reminded that we have had one operating tv and internet only for this time. We have also been constantly billed for the non-working "land line" and the uverse service as if it all worked. My daughter and I join my husband in ohio and another at&t technician arrives to install the uverse phone line and two additional tvs. He is about 2 hrs late (From the projected time) , but he does arrive and everything seems to work when he leaves, except the wireless signal for the upstairs tv is about as weak as it could be.In fact, I get a better signal from my neighbor. His answer is that the at&t modem isn't very strong and I can either change out the modem at my own risk or add a range extender. Since i'm leaving for a few weeks, I decide to do nothing.

On june 26th, my husband comes home to find the tv only providing basic service and the phone not working. He calls and spends 2 hrs on the phone, the tv has be re-verted to a u100 service (We are supposed to have u450) and the phone has been cancelled. (At&t finally thinks they shut down the non-working land line). At&t enters an order to have it fixed after spending endless wasted time calling other departments, etc. , and they promise to contact him the next morning and let him know when it has been fixed. He does not hear from them the next day, calls and get the same speech, and then goes out of town.

He arrives back at the home on 7/13 to again find the tv reverted back to u100 and the phone still not working. He calls at&t and again after 2 hrs on the phone, the tv is back to u450 and the phone works albeit with a new phone number. On monday morning, we receive a "video" bill and email from at&t outlining our service changes. This delightful piece of news tells us that we now have u100 tv service, internet at 12 kps (It is supposed to be 18) and no home telephone.
I spend 3 hrs on the phone again with uverse customer support to find out that I cannot have the working phone line until 7/24 (An additional week without phone service) and that a technician needs to come back to the home for an additional $150 fee. I tell them that there is no way anyone needs to enter the home as nothing was ever disconnected from june 7th when it actually worked that it simply appears to be some internal issue at at&t where the order is constantly "cancelled". I then get asked whether or not I want to have uverse telephone instead of the cancelled (Now get this) land line!

This has been the most frustrating experience of my life. I have been constantly billed for no service, no one seems to no what anyone else is up to, and you cannot talk with anyone above the poor person who has to answer the calls and he or she can't really do anything anyway.

Maybe a $200 per month uverse account is piddle squat to them, but if you add that to my $700 per month wireless account - that is almost $1000 per month that will be going to a competitor tomorrow. I hope that this serves as a warning to anyone who is thinking about the uverse service - service to at&t is pretty much simply a joke and at&t is most definitely a four-letter word to me.

By the way, I can get a competitors services for a few bucks less per month and installed by this weekend. (I have that competitors service in a rental house in ny and i've never had any issues - should have known, but we were intrigued by the wireless aspect). Don't waste your time!

I have had Uverse TV/Internet/Phone since June 2009, since July 15th less than a month after activating my service I have called ATT Uverse minimum 2x a month to either fix my bill or fix a service. My original bill should have been about 100$, I was ALWAYS charged well over 250$ for services, fees and taxes were the "reason" . Month after month I would call to fix the bill, have it adjusted, pay the amount due plus a 5$ over the phone payment fee. Every month since 2009, its now July 2012 and I am still getting charged for TV nad Phone services although they were cancelled back in the beginning of the year (march 2012) and again I have to call every month to adjust the bill for not having any TV or Phone.. I am on the phone yet again today because I have a balance of 254.98$ due for a MONTH of internet (42.99$ plan) and again am being transferred around because no one can seem to figure out whats going on. WORSE EVER SERVICE!

Cancelled service and so far have spent 2 hr on the phone, transferred 8 times, yes eight times, to still trying to get my deposit back of 100.00. Each person makes something up, then when it doesn't fly, they transfer you to someone else. When I have asked for a manager, they say they will call you back then do not. Every person you talk to will either say, oh that was applied to your bill, oh you need to return the equipment. The equipment was returned trackable 3 months ago, and the 100.00 was never applied to any bill - period. So where did the 100.00 go? All each person does is transfer you, so far 8 times and I still don't have a straight answer. They sure took their pmts out on time, yet getting some answers seems impossible..

See attached letter.
This letter was mailed April 20, 2012: have received no response.
Please notify me of receipt of this complaint.
E-mail address: [protected]@bellsouth.net
Thank you.ROBERT PAHL
9003 Ostrom Way
Weeki Wachee, FL 34613
[protected]
[protected]@bellsouth.net
April 20, 2012

AT&T Consumer Appeal
400 Chastain Blvd
Kennesaw GA 30144

ATTN: Consumer Appeal Officer

RE: Service Compliant

Dear Officer:

OVERVIEW
We moved from Naples, Collier County, FL to Weeki Wachee, Hernando County, FL July 2005 from Naples, Florida and built a house during 2006 and 2007. I am an 83 year old retired architect who has had many years’ experience with computers since circa 1980 starting with the CMP operating systems, that were before DOS.

Originally our telephone service in Hernando County was with Bellsouth and later with AT&T. Originally the offsite telephone distribution lines were aerial; about 2 to 3 years ago the distribution lines were place underground.

For over 2 years I’ve had many problems with my FastAccess DSL Xtreme 6.0 service for wired and wireless connections. Considerable money was paid for CAT-5e wiring throughout our home for Ethernet service with a central panel and 4 remote outlets. I insist on being able to use this system. The house Ethernet system has been checked and the integrity of all wires and connections are sound. We’ve had numerous problems with making and maintaining connections with wired and wireless systems. I’ve tried 2 each AT&T 2-WIRE routers and numerous other 3rd party routers including commercial equipment to no avail. Some worked for a while and others never worked.

Long ago, I felt that we may have a poor telephone service signal because of the many varying and inconsistent conditions that I’ve dealt with. Issues fixed only to fail again later. This information was reported to AT&T DSL tech support personnel to no avail. Called the local AT&T telephone repair service and requested that a repair person be sent to our house to check the signal. When asked if we have dial tone; I responded in the affirmative. Was no one would be sent because the telephones were working. About a week later called again and told the agent that I was getting a weak or poor DSL signal. Was told to call a different DSL tech support number [protected]); spoke to supervisor Kate and explained the problems. She referred me to her tech person who did testing. He stated he had contacted the local telephone repair station about the problem and would receive a call in a few minutes from them.

Later that day George called and stated that a repairman would be at my residence the next day to do a “bridge tap” on my phone line that would remove many thousands of feet of wire service to our home. He stated he had dealt with this problem before. The next morning Dave the repairman arrived. After further signal testing he stated it was corrupted by other signals on the line and performed the "bridge tap". Since this was done on January 26th this year and a Linksys E3200router was installed the DSL service has been very fast and reliable at all Ethernet stations. Finally, after several years, we are getting the quality Ethernet service that we've paid for.

SPECIFIC ISSUES
As stated above, I’ve had many problems in previous years getting viable DSL service. Kindly check my AT&T DSL tech support record. My DSL telephone number is [protected]. Following are some equipment issues I’ve dealt with while using AT&T’s and 3rd party equipment:

Originally was provided a separate modem and separate router. The router would not work on the wired system so I purchased a Linksys WRT120N router. This worked on the wired system. Later the modem failed within the warranty period. I requested another modem. Received a Motorola modem along with a 2-Wire combination router modem. The 2-Wire unit was set aside and used the Motorola modem and Linksys router until the modem failed. The 2-Wire was installed and only worked as a wireless function temporally until the 2-Wire unit failed. The warranty had expired due to my not using it for many months. I requested a modem replacement. The shipping agent was adamant that the current 2-Wire units have been improved and that I would be better off getting the 2-Wire unit. I gave in and agreed to pay $100 plus $19.95 shipping charge.

The 2-Wire replacement was installed upon receipt and performed no differently than the previous one. The wired ports didn’t have enough signal strength for wired distribution. It was the exact same model number as the previous unit. I was angry and called for a supervisor. Ultimately a Westell Model 6200 modem was delivered and installed 11/17/2011 and the 2-Wire was returned. The $100 was refunded to my Master Card and 10 each $7.50 payments are being debited to my credit card for the modem. No refund of the $19.95 shipping was allowed. I continued using the Westell modem and the Linksys WRT120N router with wired connections until the Linksys router failed. Purchased another WRT120N router, it didn’t work. It was returned and received credit for it.

On or about 1/13/2012 the new Westell modem failed and couldn’t get on the Internet even when a computer was connected directly to the modem at the equipment panel with a 6 foot cable. Called DSL tech support and stated the modem had failed. The tech person went through her check list and couldn’t get it to work. She passed me off to another DSL tech person who couldn’t get it to work even though I stated the modem was defective. She stated that I should contact AT&T Connect Tech that they would fix my problem. Frustration had set in. Reluctantly, I called them and was informed of their agreement stipulation of one year’s subscription of $15 a month. I went along with it; I needed to get this problem resolved.

Paul, with ATT Connect Tech (ACT), went through his check list and announced the problem must be with my computer and stated the hard drive must be formatted and Windows 7 reinstalled; call back if this doesn’t solve the problem. The next day after the hard drive was formatted and Win7 was installed the problem still existed and called back. This time Mike checked the system again and decided the modem was faulty and should be replaced.

At this point over 6 hours had been expended which 4 tech support personal (2 AT&T and 2ACT) in addition to formatting the hard drive. Being told what I had determined in the first place – the modem was defective even though it was about 2 months old (11/17/2011 to 1/13/2012). The Westell modem was replaced on 1/17/2012 and was able to get on the Internet with a direct wired connection to the modem. When connected to the Linksys WRT120N router could only get a signal to the nearest wired computer to the router. So perhaps the router was failing. Contacted Linksys and learned they no longer were supplying the WRT120N model. Did a search on-line for one; Amazon had 20. The new WRT120N didn’t work at all. The unit was returned and received credit.

Next purchased a D-Link DIR-130 VPN Firewall Router with 8 Port Switch without a wireless function that was designed for business use. I was unable to access the Internet with it. Called D-Link tech support and after testing it was declared defective. The agent stated he would send me another one and gave me a ticket number. Waited 10 days and hadn’t received a replacement and no e-mail information. After several calls was finally told to try and return it to a local Office Depot store; the device was purchased on-line. The store gave me a full refund. I asked the store manager what I should do. He recommended trying a Linksys E3200 router. It was purchased on 2/15/2012 with insurance at $141.63.

We have successfully been able, with wired connections, to access the Internet on all computers. The Internet is accessed almost instantly, searches have been loaded in a flash and there have not been any problems since then at any of the stations. This condition occurred only after the bridge tap and use of the E3200 router. This is the way the system should have worked since using ATT&T’s DSL Internet services in the beginning. My extreme persistence has finally paid off and I should not have had to go through the many above issues.

COMPLIANTS

Have not had quality and competent DSL service.

Was told by several DSL tech personnel that wired connections from the 2-Wire ports should have worked, they didn’t.

The shipping agent gave me wrong advice regarding the ability of a 2-Wire replacement resulting in my returning it and receiving a modem.

Many tech support technicians do not understand the different requirements between a wired system verses wireless system. After explaining we have a Ethernet wired system, they still run through a wireless check list instead of a wired check list. Maybe they don’t have a check list for wired connections.

Shouldn’t have had to purchase 3rd party equipment. AT&T's equipment should have worked for wired connections; there are 4 ports on the 2-wire router for wired connections.

Over the failed modem, should not have had to get involved with ACT technicians. AT&T’s DSL technicians should have and could have resolved this issue by ordering me a $75 modem replacement at no cost to me; instead of causing me to agree to pay ATACT $180 at $15 per month for service. Charges have been made on my credit card. I called them to cancel my agreement and was told a $110 cancelation fee must be paid. I told them that if anyone should pay this fee it should be AT&T Company. This issue is not resolved.

After calling back to AT&T DSL tech support after the experience with ACT a modem was sent by Mike without hesitation. This should have happened in the first place.
I have requested relief from ACT’s agreement because they didn’t fix the modem problem and I shouldn’t have been sent to them in the first place; only to get a run around. It took 2 ACT technicians to tell me the modem was defective and had to format the hard drive. I have no intention of using their service in the future. This hasn’t been the first time I was referred to them by AT&T’s technicians; the other time I refused and got help elsewhere. Consider this - who could deal with the modem issue other than AT&T or ACT? ACT Resource Officer’s Case No. A3940739 (Kim) 3/7/12. Another Case No. A3528476 by a previous accounting agent. Was told by both agents that my case was being evaluated and I would receive a call. Have never received a call. Had requested relief from ACT 1/20/12 with no results.
A question - does AT&T DSL support personal get a reward from ACT for referrals?

All the above problems have caused me many unnecessary hours of my time, frustration and expense. The problems have also wasted many hours of tech support personnel as well. I consider the irritation and mental pain I've experienced was inappropriate whether intentional or not.

CLAIM
Kindly acknowledge the following claim for reimbursement for expenses incurred namely equipment purchased, 3rd party services and lack of proper DSL services:
Linksys WRT120N router $38.00
Linksys E3200 router $141.63 Copy of receipt enclosed
Shipping of 2-wire modem that denied $19.95
Partial compensation for corrupt DSL services open
Compensation for ATT Connect Tech services $180.00*
*or full settlement with ACT including credit card charges. I should not have had any expenses for resolving the modem issue. I do not want ACT’s services.

Please forward notification of receipt and disposition of this document by mail or e-mail ([protected]@bellsouth.net).

Thank you very much for help in making the above issues right.

Very truly yours,

Robert Pahl

I signed up for the lowest speed on DSL internet from AT&T. I was told it was going to be 25 dollars a month. They said due to my no credit history I was required for autobill pay out of my bank account to which I agreed. The first charge made was $49. Seven days later a second charge of $106 was made. I had to call and have this explained to me that the two charges together were for a connection fee, a modem fee, and first week of services. I was never informed that I was going to have to pay these amounts. A month goes by and they deposit $46 into my bank account and a week later then withdraw another $128! (therefore overdrafting my acct!) After calling NOBODY knew what was going on. I had to deal with calling back and forth for a week before I had my banker finally make a 3-way call to AT&T to end up having to claim FRAUD!

They came up with multiple excuses for this last charge...
One person said it was fraud, one said it was a charge made in texas for someone elses account, one person said they just "accidentally double charged me for a month and a half". One person said that the larger amount was the initial price of my services with the deduction of the deposit they had made, and about 15 people DIDNT KNOW WHAT I WAS TALKING ABOUT! The charge was not even showing up on my account and the only way to access it was by entering my credit card information (which I have now had to cancel)

WHAT HAPPENED TO 25 DOLLARS!?!?!?!

My family and i were moving to another home, so i signed up with at&t uverse for their gateway and internet service. on the webpage i was told that they would be the the friday that i was supposedly moving in. I called them to confirm the date, and they then told me it would be 2 more weeks before they could come, i told them that date was unacceptable that i had a 80 year old mom and i had to be able to communicate with the outside world since i planned to use an internet phone system, they would not budge, so i told them i was going to see if i could replace them which i did, i called them and asked them to cancell all service and not to send me the gateway, they are so stupid and incompitent they could not find the order and i kept calling them until i moved, they still could not find the order and cancel it. then the friday that they had originally promised to come, i found the box and i called them and asked them how to return it to them i did not need or want their business and i complained that i told them to cancel the order and that they were not supposed to send the gateway to me. i got the run around by their employees on how to send it back, then i got a bill from them and contacted them again askin them how to send it back, they are so incompitent they would not tell me, this went on for 3 months, On april 23, 2012, i called them from office depot because even if i had to pay i was going to send the package back to them, again, proving how stupid and incompitent they were, they gave me the runaround, i finally found a return sticker to put on the package and returned it to them by mail, even after it has been returned they are trying to force us to pay the 150.00 gateway modem that we have never used and returned to them, please do not order anything from at&t uverse.

I am writing this complaint because I was contacted stating that I had internet service with Att&t provider. I have never used the services and no one ever came out to my home to install it. We have never recieved a bill regarding the services that they are informing us about . My internet services are through another company in which I can prove the documents for that .
My account number that att&t is saying that is mine is : Acc [protected]
please contact me through the phone number above.
thanks

I had to move my 87-year-old parents from assisted living to my home 7 weeks ago so my dad could start home dialysis and my mom could get more attention. I also moved my 63 year old autistic brother at the same time. I was a little overwhelmed so I wrote a form letter to each utility or service we had telling them we would no longer need service as of 5/2/2012. AT&T ignored my letter and when I talked to AT&T customer service they said they would disconnect the land line today but could not back date amount due - policy. We have 2 iphone's with AT&T and our home phone with AT&T. It does not seem unreasonable to ask them to do this. When I get time, I will change all my phones to another carrier and never use them again.

I ordered Direct TV and internet. They set me up with ATT Uverse. I was promised $100 in reward card that I could use for the modum that ATT sent. I waited and ATT sent me a bill ( my internet was $24.99 a mo) for a whopping $176.00. $ 50 dollar charge for hitting a switch. $100.00 for the modum charge and the 24.99 internet monthly service. NOW they say I am not eligible for the $100.00 reward card because the internet and dish tv bill me separately. ARE YOU KIDDING ME? I WAS NOT told this when I signed up. I am so fed up with ATT I can not see straight. As soon as my mandatory time is up.. this company is gone. No wonder they can't keep customers the way they lie to them.

I'm from ISRAEL and got this correspondence with AT&T customer service, please read and help to solve it (starting from lasr AT&T respone):

My e-mail is: [protected]@gmail.com

Dear Joseph,

Your unlock request has been denied and no further information will be provided. Please keep in mind: AT&T reserves the right to deny any unlock request that it concludes would result in an abuse of this policy or is part of an effort to defraud AT&T or its customers. AT&T further reserves the right to alter this unlocking policy at its discretion without advance notice.

Sincerely,

AT&T
Online Customer Care Professional

The information provided in this e-mail is intended for the view and use of the authorized AT&T subscriber only. Content may not be shared or relied upon by third parties. AT&T, at its sole discretion, reserves the right to amend, modify or replace the written content of this message to correct or update answers provided to Subscriber. No term of Subscriber's Customer Service Agreement is altered, waived, or modified by this message unless expressly agreed by an authorized AT&T representative.

(c) 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

Original Message Follows:
------------------------

Hi,

I'm sorry but "the information provided hasn't been helpful and hasn't
resolved none of my questions"

I really can't understand the way you are dealing with this case.

We are talking here of old iPhone more than 2 years old and you should
help
to unlock it !

Before I'm going to the Press with this case and to the BBB org. etc,

Please take care to escalate this case as I asked you to, but you are
ignoring my requests ! this isn't the way of company like AT&T should
behave.

Again, please escalate it and I expect to get a solution soon to my
problem,
there is no reason to keep my iPhone locked after more than 2 years !

BR.

Joseph

-----Original Message-----
From: AT&T Email Customer Care for Wireless
[mailto:[protected]@amcustomercare.att-mail.com]
Sent: Wednesday, May 30, 2012 12:39 AM
To: Yossi Malachi
Subject: RE: Help needed urgently (KMM43504462V27484L0KM)

Dear Yossi Malachi,

Thank you for taking the time to e-mail AT&T regarding the unlock code
for your iPhone device. I apologize for any inconvenience this has
caused. I am happy to help you with your inquiry.

We apologize that your previous request has been declined.
Unfortunately, we will be unable to provide any further information on
this matter beyond what was previously provided. The unlock code for
this device is unavailable due to security restrictions based on the
device's history. You may want to return the device and/or provide
feedback to the seller.

I hope that the information provided has been helpful and has resolved
all of your questions. Thank you for contacting AT&T.

I encourage you to visit our web site (www.att.com/wireless) often to
view current and previous monthly statements, make payments and to shop
for new product and service offerings.

Sincerely,

AT&T
Online Customer Care Professional

Help AT&T improve our service to you! Please complete our short survey
about your e-mail Customer Service experience. Click on:
http://www.wireless.att.com/supportsurvey/epoll/Booth.do?controller=com.jcor

porate.epoll.controller.Booth&Format=tiny&CategoryId=2&PollId=16&state=p
romp
tVote&id=cccaMR2802***[protected]***

The information provided in this e-mail is intended for the view and use
of the authorized AT&T subscriber only. Content may not be shared or
relied upon by third parties. AT&T, at its sole discretion, reserves
the right to amend, modify or replace the written content of this
message to correct or update answers provided to Subscriber. No term of
Subscriber's Customer Service Agreement is altered, waived, or modified
by this message unless expressly agreed by an authorized AT&T
representative.

(c) 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T
logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies. All other marks
contained herein are the property of their respective owners.

Original Message Follows:
------------------------

Dear Customer Service team,

Thank you for your answer, but to "CUT & PASTE" from your site isn't a
solution for me as explained in details in my e-mail
How can I provide all those details for an old iPhone (more than 2 years
on
the road) that I purchased 3rd hand from eBay (never met the original
owner)

What should I do now ? throw it to the garbage ?

Please escalate this e-mail to one of your managers to suggest a more
reasonable solution for this case

BR,

Joseph

-----Original Message-----
From: AT&T Email Customer Care for Wireless
[mailto:[protected]@amcustomercare.att-mail.com]
Sent: Tuesday, May 29, 2012 10:42 PM
To: Yossi Malachi
Subject: Re: Help needed urgently (KMM43499804V20470L0KM)

Dear Yossi Malachi,

We appreciate your interest to unlock your iPhone with IMEI ending in
0439. In order to unlock your device, you must meet the follow unlock
eligibility criteria:

? The person requesting the unlock is a current AT&T
customer or a former AT&T customer who can provide the phone number or
account number for the account
? Non-customers that purchased an AT&T network compatible
iPhone at the full price from an authorized AT&T sales channel and they
can provide proof of purchase
? The iPhone was designed for use on AT&T?s network; all
contract obligations, including any term commitment, associated with the
device to be unlocked have been fully satisfied
? The iPhone has not been reported lost or stolen

If you fall within the criteria listed above we will be more than happy
to unlock your device for you.

Please understand that the device unlock is for iPhones sold and
purchased through an AT&T authorized location. If you purchased your
device at full retail price please reply back with a copy of the sales
receipt.

If you are a former/current AT&T customer that has met the contractual
agreement on the device please reply back with your old/current wireless
number so that we can verify eligibility.

? Current customers will be allowed five (5) unlocks per
account, per year, so long as their account is in good standing with no
past-due amount or unpaid balance and has been active for at least sixty
(60) days.
? Former customers will be allowed five (5) unlocks per
former account so long as they owe AT&T no Early Termination Fee or
other unpaid balance.

Please note, EBay or a private sale of the iPhone is not an authorized
AT&T sales location and will be denied if the account holder is not
requesting the unlock code for the device.

AT&T reserves the right to deny any unlock request. AT&T further
reserves the right to alter this unlocking policy at its discretion
without advance notice.

You can also view the unlock requirements on our website by clicking on
the link below:

http://www.att.com/esupport/article.jsp?sid=KB414532&ct=6200004&pv=2&cv=820&
_requestid=460295#fbid=EPpNt6JU2K

Thank you for contacting AT&T.

Help AT&T improve our service to you! Please complete our short survey
about your e-mail Customer Service experience. Click on:
http://www.wireless.att.com/supportsurvey/epoll/Booth.do?controller=com.jcor

porate.epoll.controller.Booth&Format=tiny&CategoryId=2&PollId=16&state=p
romp
tVote&id=ccokPC3749***[protected]***

The information provided in this e-mail is intended for the view and use
of the authorized AT&T subscriber only. Content may not be shared or
relied upon by third parties. AT&T, at its sole discretion, reserves
the right to amend, modify or replace the written content of this
message to correct or update answers provided to Subscriber. No term of
Subscriber's Customer Service Agreement is altered, waived, or modified
by this message unless expressly agreed by an authorized AT&T
representative.

(c) 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T
logo and all other AT&T marks contained herein are trademarks of AT&T
Intellectual Property and/or AT&T affiliated companies. All other marks
contained herein are the property of their respective owners.

Original Message Follows: ------------------------

Dear support team,

My name is Joseph and I'm from ISRAEL.

I need your urgent help with my iPhone 4.

I bought the iPhone on the eBay long ago and using it here in ISRAEL
with local sim card, yesterday I made update to my iPhone IOS to 5.1.1
and the modem firmware has changed to 04.12.01

Now it's locked and I can't talk and use it as a phone as it's locked to
AT&T, this is rather old iPhone, can you help me here and advise how can
I unlock this iPhone to use it in my country ?

Really appreciate it as I'm not living in the US at all and can't come
to AT&T support center.

iPhone details:

7 iPhone 4 - 16GB

7 IOS 5.1.1 (9B206)

7 Operator: AT&T 12.0

7 Model: MC612LL

7 S/N: 85023SBNA4S

7 IMEI: xxx043 9

7 Modem firmware: 04.12.01

Please help ? I'm desperate

BR,

Joseph

In June, 2011, when we were planning our move from Alexandria, Indiana, to Mooresville, Indiana, I contacted ATT to transfer our phone and Internet services (account # [protected]). After going through the whole process and documenting everything, we moved. Then to our dismay, ATT started charging us for breaking a contract and starting new service. After several months of trying to resolve this with ATT, I resorted to posting the problem on Internet sites for complaints. That finally got quick results. Kathy, ATT customer relations appeals and escalation team, contacted me and corrected the problem.

Now, when we just moved again from Mooresville to Hartford City, Indiana, the same old problem arose. We would have once again transferred our ATT phone and Internet services when we moved to Hartford City; but we are living in housing provided by our employer, which includes ATT phone and Internet. ATT is once again charging me $150.00 for breaking a contract, although the contract from Alexandria had expired. The strange thing is that they just paid me a check for $117.97 to finally pay me up for the overcharges of last year!

I have twice called Kathy, ID #VS3264 and phone # [protected], on April 16 and again on April 27, leaving detailed messages each time. I have provided her the case number from last year, IN1102216, to reference. I have not received any response thus far, thus I am posting the same continuing problem on this Internet compliant site. It seems that is the ONLY way to get a response from the giant, impersonal ATT corporation. If they would just treat their customers fairly and respond to them, this would not be necessary. The only response I’ve received is from a collection agency that ATT has turned the case over to!

3 times in the last 6 months our personal information was accessed within - we loss service as result- iPhones were added on my account & procured at the store. Each time our information is changed and our account is set up to add more equipment.
When I called upon the 3rd breach they woudn't talk to me because my name was not on the account.

Hola mi nombre es jose l pamplona quiero aser un complein sobre la o el compania, que esta utilisando mi nombre y mi fecha de nacimiento, me llego un bill de esta compania de eos cca, diciendo que le debo a la compania at&t mobility, que le debo la cantidad de 1769.97 dolares siendo una cuenta que yo nunca he abierto ni he a hablado con esa compania, hable con una representante y le comente sobre esto y le dije que yo solo tengo verizon en casa y cellular les agradesco su ayuda, yo siempre cuando abro una cuenta dejo una clave asi que gracias por su ayuda, yo vivo en california

March 5th 2012, I saw an online offer from AT&T and I wished to add home phone line service to my existing internet account. I placed online order and after receiving the email confirmation, I wanted to check the order status online but couldn’t login with the code provided. I called AT&T to inquire about it and was told that due to an error in the order, it didn’t get processed and she would b happy to place the order via phone.

On further discussion it turned out that I will not get the benefit of the order that I was trying to sign up for. Frustrated by their deceptive advertising, I decided to cancel the order on which the rep said that since it didn’t go through the first time, there is no need to cancel. Next day I decided to cancel my internet service as well and called to cancel it and insisted that I want an email confirmation of the cancellation. The service rep promised to send the email and after few hours, I received an email THANKING me for placing an order with AT&T.

Appalled and frustrated, I called again to inform about my cancellation request and was promised once again that an email will be sent and the order has been cancelled. There was never a cancellation email sent but instead, I received a phone call that someone wants to come to my residence to install the phone line. I informed the caller that I do not have a service request and he needs to straighten it out with AT&T and his response was “ I am just told to go and install the service, you have to call for cancellation.

I called the 3rd time, and whoever is familiar with AT&T knows that each call lasts more than half hour including wait and transfers from one department to another. I explained the whole situation to the account department and also got fraud department contact to tell them that someone is ordering on my behalf. I once again asked for cancellation email that never came in spite of the promise. I never made time to call the fraud department.

In the meantime, my husband placed order under his name and got his services up and running on the same residence. I didn’t get another phone call or email but today, on April 7th, one month since that drama, I receive a bill for $75.15 for the new internet and home phone service.

For having such a large customer base and a big name in domestic services, AT&T should be ashamed of using such unethical and fraudulent methods to rip off people’s money and valuable time. Not only I do not wish to pay a single cent for services that I never ordered or used, I want AT&T to pay for my time that I have spent on fixing it’s issues and dealing with corrupt, incompetent and clueless customer service staff who does not understand the difference between Cancellation and Activation.

ATT disconnected my Internet, through no fault of mine. I took over 16 days to turn it on . I took ATT 4 days just to find out that the service was turned off. They made me buy a new modem- the old one was fine. They send out 4 different techs- that did not change any wires, hard ware or anything. And after all this the Internet went out a few hours 6 times different in 3 weeks, and now the speed is very slow.

I called AT&T about the TV commercial offering internet for $14.95. I was told that that price was only if you had other services. They were having a special for $24.95 a month for 12 months. I asked what other costs would there be that I wanted to know exactly how much to know if I could afford internet at all. They told me the 2 in 1 modem/router I would have to buy for $100. I was told that there would be a one time service fee of $36.00. I was told that there would not be a technician fee unless he came in. I told them he would not have to come in because I already had many jacks.

I was told there would not be any taxes or charges of any kind. I repeated that the only charges would be the $24.95 per month for one year, the $36.00 service fee and the $100. for the modem/router. That is all I agreed to. I received my bill and it read that I would be paying $38.00 a month for service, which later they told me that I agreed to that price for 3months, which I did not. I also received a $40. technician fee, and the $100. for the modem/router and $10.83 for something else. After calling them to complain and telling them I did

Not agree to $38.00 a month and that they were scamming me on the $40. technician fee etc. they told me that I had agreed to all that and that was that. No attempts to correct the billing. I am furious. I waited a long time to get internet because I could not afford it. I didn’t even have a computer until Dec. and was afraid of all companies offering internet service because of the bait and switch scams. I wish I never had even gotten a computer. I was content to go to the library. All free. No troubles.

"WE DON'T CARE!--WE DON'T HAVE TO! WE'RE THE PHONE COMPANY!"--Lily Tomlin as "Ernestine, " the playfully sadistic phone operator, on the old TV show "Laugh In."

After using the AT&T website (successfully) today, to add some features to my home phone service, I tried to find a way to ask the question, “Why do some people I call see “caller ID blocked, ” instead of my name and number?” (I don’t have blocking on my account.) After trying very hard to follow the on-screen instructions exactly, to get to a tech support person for a “chat” about this, I found myself stuck in a loop, required to log in again and again.

Abandoning the website, I tried the 800 number, found myself in phone-menu Hell, and (after finding no option that met my needs) discovered that the menu offers no option of the type “just let me talk to a human being, PLEASE!” (If you fail to select one of the menu options offered, or press “0” in desperation, you’ll just be kicked back to the beginning of the top menu.)

Exasperated, I went to the corporate part of the website to find the name and address of someone to whom I could write a letter of complaint. I found none. Searching the Internet for “at&t complaint” and similar combinations, I found a mountain of complaints posted, plus an interesting report that, if you write the CEO of AT&T with your complaint, your letter will be forwarded automatically to the legal department, which will send you a “cease-and-desist” letter threatening legal action if you persist.

AT&T’s attitude of “man the barricades!--the customers are coming!” is a striking contrast to that of another phone company, which not only posted its corporate address and CEO name on its website, but quickly responded to my letter of complaint (directed to the CEO), and actually had company officials (plural) call me, for further details.

The most infuriating part of my experience with AT&T was the badly-designed website. If AT&T wants to avoid payroll costs by routing all inquiries to a computer, they should at least have a really user-friendly website, with instructions that can be easily followed by the average consumer. (Hey, I have 30 years professional experience in IT, and even I couldn’t make the website work!) And, most important of all, the website should have a “fall-back” option: some way to ask a human being what to do next, either via chat or email. The failure of AT&T to provide this last option, on either website or phone menu, should be a red flag for consumers, and--dare I say it?--to investors, as well, since indifference to the basic needs of consumers is not a good sign for the long-term health of the company.