AT&T’s earns a 2.2-star rating from 2171 reviews, showing that the majority of telecommunications consumers are somewhat dissatisfied with service and connectivity.
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salesperson lied/overcharged
Been a ATT customer for 8years, wanted to upgrade to Uverse internet from slow DSL and cut off the phone to save a few dollars. Rep says I must keep the phone, quotes a $149 install charge and says I will get Visa "Reward Card" to claim via mail in 4-6 weeks for $149. Login to claim my reward 3 weeks later and it is for $20. Call ATT and rep tells me I was not required to keep phone, she will disconnect at no charge, and corporate will investigate the salesperson and might refund part of install. To find the results I will have to call back in 3-4 days. This is the 6th phone call to resolve same issue. Reps keep transferring me. Warning! Uverse and ATT are seperate entities and they don't "know" each other.
The complaint has been investigated and resolved to the customer’s satisfaction.
false advertising bait and switch
I went online to purchase new phone and since my account is no longer under contract and month to month i only wanted to get a phone that i could get without signing a new 2 year contract. I had 3 phones listed as refurbished that i could get at no cost except for a $18 fee. so i picked one of these phones (samsung). 2 days later i received an email telling me about my new 2 year contract. i called to tell them i purchased a phone that didnt have a 2-year agreement and they said sorry we cant help you. just send the phone back and we will put account back the way it was. I want them to keep there deal. there were alot of phones i could buy or get for free that were listed as not requiring a new 2-year agreement and this was one of them. it didnt say anywhere that this carried a new 2 year agreement. and i was never notified of this until 2 days later by email. I tried to compromise with them even though they are the ones at fault but angela L the excalation supervisor and her supervisor rebecca S said they couldnt do anything as they dont have a way to see what the prices were or any of the information except what is in the computer now. no access to theit own system called (premier accounts. they both told me "no one can get a phone without a 2 year contract being added" so we went online together and there were all kinds of phones i could still get that didnt require a 2 year agreement even though my account now says i have a new 2 year agreeement. on thursday the 26th when i purchased the phone the prices were lower as they were having a sale and i was a month to month customer in good standing for over 4 years so i had special pricing and even free phones. the compromise i suggested was instead of a 2 year agreement give me a 14 month agreement which would make both my phones end at the same month. they said they are unable to make anychanges to any acounts or contracts and that all i could do is return the phone.
Due to extremely lousy service...cable consistently going out...I kicked these a-holes to curb in July..however they continued to bill me...I did pay my final bill & returned their equipment...in their box...whence they attempted to bill me an additional $15 for...I am not going to pay this...it's their equipment and I could have sent it back in my own box...I did NOT ask for their box...so anyway they are trying to collect from me services for the month of July when I was not being serviced by them..and have the documentation to prove it...AT&T turned me over to Bay ? collections more ###s...I would not advise anyone to do bundling with AT&T..their telephone service is the only utility worth a damn...skip the internet & satelittle...it's worthless..
incompetent and rude
My husband spoke with rashica of at&t on saturday morning november 20, 2010 because at&t dsl service had allowed the thinkpoint virus to infect our computer. We were referred to a subsidiary of at&t called at&t connectech. He spoke with the sales lady kathy. She said that at&t connectechat could remove the virus thinkpoint from our computer for $129 as a one time charge.
Alternatively, rashica suggested that I subscribe to at&t connectech for a year for a cost of $180 and at&t connectech would not only then remove the virus thinkpoint from our computer, but also provide expert tech support for the next 12 months. The $180 yearly cost would be paid in monthly service charges to the phone bill of [protected] ($15 per month for 12 months). As part of the subscription, we would receive continued expert tech support for one year for such items as removal of future virus infections, pc tune-ups and advice. We subscribed for the yearly plan expecting at&t to give us such expert advice and service
What we received from at&t connectech was poor advice, discourteous service and some advice that was totally inappropriate, worthless and a waste of money, time and electricity.
Continuing with our tale of misery: after subscribing, the sales representative tried to transfer our call to at&t connectech, but instead disconnected the call. On calling back, my husband had to go through the screening process all over again except for the subscription sign up. Eventually, my husband was able to talk with the tech support person eric montee. Mr. Montee came on the phone to say he would remove the virus. He tried to remove the thinkpoint virus sent to my computer by the at&t dsl service. Apparently he has some difficulty as he was joined by steven telford. The two of them accomplished some sort of a temporary fix, but did not remove the virus as it reinstalled itself when the computer was turned on the next day.
As soon as the computer was running and lit up the screen on sunday, november 21, 2010, the entire screen was covered with thinkpoint's label. The desktop was covered entirely. Immediately in disgust, at&t connectech was called by us at about 6 pm. The at&t connectech person answering the phone said he would transfer the call to a technician and that the computer should be left on.
The transfer took place and our call was put on hold for over an hour, at which point, we left a voice message to be called back. No one did. At&t connectech closed hours later without any courtesy being shown. The computer was turned off.
The next morning monday nov 22, my husband called at&t connectech about 9:30. Again he was put on hold for quite some time. The at&t connectech who tried to help did not. He could not remove the thinkpoint's label from covering 90 percent of the screen. He opened task manager, but did not stop any processes from running. He was told that mssrs. Telford and montee had stopped one or more, and that one of them was probably "hotfix".
Rather he loaded web pages to the screen, which of course was 90% covered by the thinkpoint's label. After being unable to work the computer remotely since the permissions required were covered by thinkpoint's label, he told me that microsoft vista had to be reinstalled and that our my personal files should be backed up to a thumb drive. The advice was absurd for two reasons:
Thumb drives do not come that large
The back up would have the thinkpoint virus even if a external hard drive was used.
The technician in charge of service at the compusa store (14951 s. Dixie hwy, miami fl 33176; [protected]) luckily prevented us from following the back up plan. If my husband had followed at&t connectech's advice of back up and reinstall, we would have wasted money, time and possibly ruined files. On top of that the virus would still be in the computer.
Compusa fixed the computer at a cost of $119.99. Attached is the receipt. Attached is the bill and payment. I called at&t connectech billing this morning and spoke with a woman who said that she understood the problems and would cancel the contract, but that we would still have to pay the first month's installment of $15. She was polite and quite good at her job. But when my husband insisted that the first month's payment had to be canceled as well, she said that only a billing supervisor could do so. We were then transferred to billing supervisor waldo (Employee id number ww8910). He said the woman we spoke with had no authority to cancel the contract. He also said that at&t connectech would not cancel the billing. He said that incompetency on the part of his technicians was not a sufficient reason.
If what he said about the first billing representative's lack of authority is true, we suspect that the first $15 payment she mentioned as being necessary to cancel the contract was just a con game being perpetrated by the at&t connectech billing supervisors including waldo. At&t needs to investigate our suspicions.
The first step to resolve this problem is for at&t not to bill me for at&t connectech. Next at&t ought to launch an investigation into at&t connectech carelessly or knowingly providing incompetent tech services and the suspected fraud of having its billing representative say the installment contract would canceled if one installment was paid. We suspect that the intent was to have us affirm the contract by making the first payment. Such a practice constitutes wire fraud. Even if at&t did not know, it should have known.
AT&T Connectech is supposed to manage "all of your technology needs". BS! They can't even get McAfee to work right on a PC, much less anything technical. Wate of money! Not a good tech in the whole lot! Want technical help? Go to Best Buys and talk with the gamers hanging around the store. They know much more that the Connectech bunch. I just spent two days trying to get a static IP address added to my router and talked to several "techs" at AT&T (actually they are at&t, not the same as the old AT&T company- the size of the letters denotes the skill of the technicians). They were idiots. Keep your bucks and look elsewhere for help, Connectech isn't it!
As of 2011, AT&T Connectech technicians are not allowed to tell the customer that appointments are limited to a maximum time of 30 minutes over the phone. The subscription department lies to the customers just to sell them a subscription. They tell the customers that the technicians can connect to their computer with no Internet connection and even if the computer is turned off.
The technicians are obligated to work on 2 or more appointments at the same time by phone or chat. They are also expected to complete 2 or more appointments per hour. The customer will get hung up on 20-30 min into the appointment no matter how much or little has been accomplished, and the time starts at the moment that the technician answers the phone. If the call is a no Internet connection, the call will be ended at 20 min with the customer being either hung up on or transferred back to DSL support. If the call is not a no Internet connection, the call will be ended at 30 min with the customer being either hung up on or told to call back. This is because at 20 min into a call, the technician will be rudely harassed, distracted, interrupted, and threatened with termination by a supervisor via their instant messaging and chatroom system until that call is ended.
To them, you are just another appointment number to meet their quotas with the goal being to take as many appointments as possible per hour. In fact, there are weekly competitions for prizes with respect to the aforementioned. It's not about customer service; it's about numbers and quotas.
The subscription plan has an early termination fee of 10 dollars per month until the yearly subscription billed at 15 dollars per month ends for them. The other non subscription services have a 5 day warranty and cover only that specific issue, and anything else will require purchasing yet another service.
poor service and fraud
Date: Tue, Nov 23, 2010 at 11:38 AM
Subject: AT&T ConnecTech and 305-xxx-xxxx
To: [protected]@att.com
Telephone Account number 305-xxx=xxxx (AT&T home landline and DSL service)
Account holder & her husband
Address of phone and account holder 10424 SW 115 CT, Miami, FL 33176
Problem: Incompetent service rendered by AT&T ConnecTech Support plus subscription with ETF and possible wire fraud
Gentlemen:
My husband spoke with Rashica of AT&T on Saturday morning November 20, 2010 because AT&T DSL service had allowed the THINKPOINT virus to infect our computer. We were referred to a subsidiary of AT&T called AT&T ConnecTech. He spoke with the sales lady Kathy. She said that AT&T ConnecTechat could remove the virus THINKPOINT from our computer for $129 as a one time charge.
Alternatively, Rashica suggested that I subscribe to AT&T ConnecTech for a year for a cost of $180 and AT&T ConnecTech would not only then remove the virus THINKPOINT from our computer, but also provide expert tech support for the next 12 months. The $180 yearly cost would be paid in monthly service charges to the phone bill of [protected] ($15 per month for 12 months). As part of the subscription, we would receive continued expert tech support for one year for such items as removal of future virus infections, PC tune-ups and advice. We subscribed for the yearly plan expecting AT&T to give us such expert advice and service
What we received from AT&T ConnecTech was poor advice, discourteous service and some advice that was totally inappropriate, worthless and a waste of money, time and electricity.
Continuing with our tale of misery: After subscribing, the sales representative tried to transfer our call to AT&T ConnecTech, but instead disconnected the call. On calling back, my husband had to go through the screening process all over again except for the subscription sign up. Eventually, my husband was able to talk with the tech support person Eric Montee. Mr. Montee came on the phone to say he would remove the virus. He tried to remove the THINKPOINT virus sent to my computer by the AT&T DSL service. Apparently he has some difficulty as he was joined by Steven Telford. The two of them accomplished some sort of a temporary fix, but did not remove the virus as it reinstalled itself when the computer was turned on the next day.
As soon as the computer was running and lit up the screen on Sunday, November 21, 2010, the entire screen was covered with THINKPOINT's label. The desktop was covered entirely. Immediately in disgust, AT&T ConnecTech was called by us at about 6 pm. The AT&T ConnecTech person answering the phone said he would transfer the call to a technician and that the computer should be left on.
The transfer took place and our call was put on hold for over an hour, at which point, we left a voice message to be called back. No one did. AT&T ConnecTech closed hours later without any courtesy being shown. The computer was turned off.
The next morning Monday Nov 22, my husband called AT&T ConnecTech about 9:30. Again he was put on hold for quite some time. The AT&T ConnecTech who tried to help did not. He could not remove the THINKPOINT's label from covering 90 percent of the screen. He opened task manager, but did not stop any processes from running. He was told that Mssrs. Telford and Montee had stopped one or more, and that one of them was probably "hotfix".
Rather he loaded web pages to the screen, which of course was 90% covered by the THINKPOINT's label. After being unable to work the computer remotely since the permissions required were covered by THINKPOINT's label, he told me that Microsoft Vista had to be reinstalled and that our my personal files should be backed up to a thumb drive. The advice was absurd for two reasons:
Thumb drives do not come that large
The back up would have the THINKPOINT virus even if a external hard drive was used.
The technician in charge of service at the CompUSA store (14951 S. Dixie HWY, Miami FL 33176; [protected]) luckily prevented us from following the back up plan. If my husband had followed AT&T ConnecTech's advice of back up and reinstall, we would have wasted money, time and possibly ruined files. On top of that the virus would still be in the computer.
CompUSA fixed the computer at a cost of $119.99. Attached is the receipt. Attached is the bill and payment. I called AT&T ConnecTech billing this morning and spoke with a woman who said that she understood the problems and would cancel the contract, but that we would still have to pay the first month's installment of $15. She was polite and quite good at her job. But when my husband insisted that the first month's payment had to be canceled as well, she said that only a billing supervisor could do so. We were then transferred to billing supervisor Waldo (employee id number ww8910). He said the woman we spoke with had no authority to cancel the contract. He also said that AT&T ConnecTech would not cancel the billing. He said that incompetency on the part of his technicians was not a sufficient reason.
If what he said about the first billing representative's lack of authority is true, we suspect that the first $15 payment she mentioned as being necessary to cancel the contract was just a con game being perpetrated by the AT&T ConnecTech billing supervisors including Waldo. AT&T needs to investigate our suspicions.
The first step to resolve this problem is for AT&T not to bill me for AT&T ConnecTech. Next AT&T ought to launch an investigation into AT&T ConnecTech carelessly or knowingly providing incompetent tech services and the suspected fraud of having its billing representative say the installment contract would canceled if one installment was paid. We suspect that the intent was to have us affirm the contract by making the first payment. Such a practice constitutes wire fraud. Even if AT&T did not know, it should have known.
Please acknowledge receipt of this email. Call or email at your earliest convenience, and in the meantime keep all AT&T ConnecTech charges off our bill.
Sincerely,
The complaint has been investigated and resolved to the customer’s satisfaction.
They probably had to change names with so many complaints
Typical of A T & T's sorry service
Does anyone know if At&T tech360 is the same company. I have been getting charged $25 on my company's bill for months and never used their service, don't remember agreeing to it, and if I had known what they were billing me for I would not have agreed. Now I'm being told that if I want to cancel the service I have to have one session with their technician, and buy a 180 minutes of service, or else I'll be charged a termination fee. Sounds strange to me.
I agree that it is a rip off. After about an hour and a half they were no wiser about my problem than when they started. I had a prior commitment and could not stay on the phone any longer and had to drop the call. I was very unhappy with the service provided and when I called billing to cancel the service I was advised that att couldn't do that and would have to transfer me to the connectech folks who are apparently located in India. After about forty min. on the phone with a sales/billing person and then with a supervisor, I was advised that they would have to review the voice recordings to verify that I accepted the terms of service and if they determined that I did, then it would cost me $120 dollars to cancel the service. Still waiting for a call back as to what they have decided.
I was charged 129.00 for telling me to call Dell for advice. No diagnostic tests were ran and the whole thing was over in less than 15 minutes. I asked the Tech if they were going to charge me for advising me they could do nothing and to call elsewhere. She told me that she probably wouldn't because she did nothing. I talked to the Billing Dept and they told me there was nothing they could do as the Tech Rep had sent in a ticket on it. A T & T should be ashamed to have such an operation with their name attached to it
As of 2011, AT&T Connectech technicians are not allowed to tell the customer that appointments are limited to a maximum time of 30 minutes over the phone. The subscription department lies to the customers just to sell them a subscription. They tell the customers that the technicians can connect to their computer with no Internet connection and even if the computer is turned off.
The technicians are obligated to work on 2 or more appointments at the same time by phone or chat. They are also expected to complete 2 or more appointments per hour. The customer will get hung up on 20-30 min into the appointment no matter how much or little has been accomplished, and the time starts at the moment that the technician answers the phone. If the call is a no Internet connection, the call will be ended at 20 min with the customer being either hung up on or transferred back to DSL support. If the call is not a no Internet connection, the call will be ended at 30 min with the customer being either hung up on or told to call back. This is because at 20 min into a call, the technician will be rudely harassed, distracted, interrupted, and threatened with termination by a supervisor via their instant messaging and chatroom system until that call is ended.
To them, you are just another appointment number to meet their quotas with the goal being to take as many appointments as possible per hour. In fact, there are weekly competitions for prizes with respect to the aforementioned. It's not about customer service; it's about numbers and quotas.
The subscription plan has an early termination fee of 10 dollars per month until the yearly subscription billed at 15 dollars per month ends for them. The other non subscription services have a 5 day warranty and cover only that specific issue, and anything else will require purchasing yet another service.
customer non service
Computer stops working and I cannot get back online..I do the usual unplugging rebooting etc. finally I call tech support. Because the ethernet does not light up he says I need a new yellow cord...and there is an outage in San Diego...I notice when I plug the power into the modem it sparks both when I plug it in and remove it as he instructs me. This worries me. I'm thinking maybe the modem is bad. Just what I need a fire! He looks up the closest At&t store and tells me to go there and get a new yellow cord...I ask if they can check to see if my modem is working...he says yes they can...So I pack up my laptop, modem, service dog, and wheelchair and catch the trolley to the AT&T store. I get there and am told that they can swap it outsince I made the trip and they can't check it out. The girl goes to the back and comes out and says they don't have one they can swap out and a new one will be about $100.00...I don't have that...so I leave ...back on the trolley off at Cricket to buy their wireless modem...but my computer won't accept the download and I have to got to Bum F---- Egypt to their corporate store in a lousey area to get that done...so I go home and like the fool that I am I replug in everthing one more time so I can crab at it and everything works.
J____ F____C_____ what is the world coming to and I never swore until I had to listen to our youth under my window day after day ...god help me! and At&T can go to hell...oh and this was an English speakin g guy at tech support so we can't blame india!
Now I need to go and answer the survey he asked me to fill out about his service. I can't wait. I do have to say the ### was polite!
Hey thanks for listening!
The complaint has been investigated and resolved to the customer’s satisfaction.
reward not received after 10 weeks
I failed to receive my $100 reward Visa Gift Card. AT&T told me to wait 30 days before claiming my reward. I did. It said wait up to 8 weeks for reward. I did. It never showed. I called their reward center. They said it came back undelieverable. They said they put it back and wait another 8 weeks. Never showed. Called rewardcenter again. They said wait another 8 weeks. Never showed. Called again. They said wait another 8 weeks. I feel like its ground hog day movie. After this 8 weeks is up i will call them and they will say the same thing. I think my lesson here is don't trust AT&T rebates. After looking at some of the complaints here about AT&T i will make this my next stop before getting sucked into another deal with a rebate. I hope at least one person will saved from AT&T Reward Center rebate scam.
I called ATT to consider ordering U-verse. When the ATT representative told me I would receive a $100 reward card after paying for the modem I it sounded like a good deal. After 27 days I received a letter stating that the $100 reward card was only for those already using ATT wireless or ATT/Direct TV. The representative on the phone never mentioned anything about this qualification. You can cancel withing thirty days, but I had already cancelled my home phone which I only used for dial-up. There's just no reason for this kind of negligence. I will never forget this and hope that in the future that I will always find alternatives to ATT services.
I too, was promised (2) $100 and a $20 card, missed redeeming my other $20 card. eek. Im still more worried about the $100 ones. One says its mailed and received over 4 months ago. Never got it. Stolen, Returned, Never sent? You got me? Going online, I find the same stories, SCAM! SIGN UP we will give you free money. BULL [censored].
My issue was I have 5 receivers, and needed 2 more. They wanted to charge me $55 per receiver to install, even when the first install tech set up the cables in my other rooms for me for the future. AT&T makes you pay $7 per receiver! $35 they get from me, and I was fine with paying an additional $14 a month for 2 more. HELL NO am I going to pay 2x$55 for someone to bring me a receiver and hook it up, really a child could hook up a cable and plug in the power cord... Trying to make it sound all hard, well we have to check cables, activate it, register it. BULL [censored]! SUCH BS, I've already moved two receivers to my other rooms, its so simple! WHAT A SCAM OF A CORP. WELCOME TO AMERICA, LAND OF THE YOU GET ###ED BY CORPORATE AMERICA.
{-side note}
HAHA the banking cartels robbed all of you Americans(my family too) and you accept some [censored] excuse from government protecting them. HELLO Gov't is owned by corporations past 40+yrs.
WHAT GETS ME IS YOU ALL HAD YOUR RETIREMENTS AND INVESTMENTS STOLEN FROM YOU. Banks made trillions, than get billions from government as a 'bail out' really? Talk about a perfect crime, double dipping, robbed America twice! WHERE IS THE REVOLUTION!?!?!? TEA PARTY GOT SMOTHERED BY THE MEDIA... WAKE UP AMERICA! TIME TO REFRESH THE TREE'S OF TYRANNY
I can say AT&T is a ### of a company, just like COMCAST & DISH. DirectTv/Charter is the only service I have not tried and have heard always good things about them. Im going to cancel AT&T here after thanksgiving, I spent 5 hours on the phone with 7 different care department, tech department, support, managers, supervisors. THEY ALL HIDE BEHIND, "ITS OUR POLICY" ITS OUR POLICY TO DENY YOU ANY ASSISTANCE, ITS OUR POLICY TO HANG UP ON YOU. BULL ###, POLICY & SORRY's Is what I heard in those 5 hours of phone calling.
Well Im not going to pay my bill now, im going to cancel and let them collect. I pay over $250 every month all of U-Verse top services, internet & cable. TOP~! $50-100 in PayPerView a month.
THEY DONT WANT MY MONEY, that's fine. This is how they treat even their top customers?
not honoring rate
I was offered, and accepted, AT&T internet service for $19.95 month for a year along with the U-verse service at a $25 discount for first six months. First bill had internet at $40 and no $25 discount for U-verse service. I called, AT&T rep said they can apply the $25 credit, but do not offer a $19.95 rate for internet. After reminding her that all calls are supposedly recorded and that I can assure her I was offered that rate, she put my on hold, came back and said agreed that i was offered the rate and that they will honor it. The bill comes in for the 2nd month. No $25 discount for U-verse, internet billed at $40. I call, go through the entire process again, only am told there is nothing they can do about the internet because they do not offer that rate. I tell them I want to cancel my service and am told that even though they do not have to honor the rate promised (she agreed it was in the record I was offered that rate), I have to honor my one year contract. Through MUCH hell raising, they have finally agreed to give me the internet at $25 a month...but I will be canceling as soon as contract is over. And will be vocal about telling others to STAY AWAY FROM ATT U-VERSE!
The complaint has been investigated and resolved to the customer’s satisfaction.
AT&T has the most USELESS web site! If you have a combined bill you will have to pay by phone. Because the phone assistant has no way to correct deficiencies on the web access side of the business is like the "the right arm will not communicate with the right arm" they can even place a trouble report on the website. well you have combined billing you will be able to see the bill but you will not be able to Pay thru the web site. how about that they offer a service but you can't useit.
I just wanted to add my experience with AT&T over here on the West Coast in California. I signed up for their promotional $14.95 for the Pro package (Internet only) and they ended up charging me $40 even after the fourth month. Was told by a CSR that for the first couple months, the full cost had to be charged, but then the credit would be given back on the third bill. It was even stated in their terms and conditions posted online!
"Customers purchasing new AT&T High Speed Internet Direct will pay $14.95 per month for 12 months after application of bill credit. First 2 bill credits will appear on same bill within the first 3 bill cycles"
Called customer support and they said that we didn't sign up for the promotion. Well, that's just funny. Then why did I call up customer service and agree to have the internet activated, after I specifically asked if I am eligible for the promotional rate, which both the website and the CSR said I was!?
Will try calling again to sort this out, but if you have any suggestions on how to go about solving this problem relatively painlessly, please let me know.
marketing & customer service
I called about at&t u verse and was given a price of $68 - I called within 48 hrs to install and the service was then quoted $38 more-switch & bait practice. I finally go it down with much haggling to 98 dollars. Then when the installation guy came he said I couldn't have it and they were all wrong office with the installation price, I had to more fighting with marketing team. They have no communication or doucmentation what one said and then the other. The installer couldn't care less and I had a alarm system and they didn't tell me I need a regular phone line. I called within 24 hrs and needless to say I waited almost a month with alot of screaming.
I got the bill two weeks ago and it was outrageous 356 for month so again fighting with them. I left comcast for the poor customer service but I would go back in a heart beat because at&t u verse bills for every little thing and couldn;t care less about the customer.
I do have to say at&t cellular phone service is excellent but this u-verse is a nightmare—people don't get uverse, stay with comcast until u verse gets it together marketing switch & bait... Horrible joan chapkanov
The complaint has been investigated and resolved to the customer’s satisfaction.
technical support and customer service
I call in about ongoing complaint with dvr and internet problems then wake up and cable internet are all down for the count. So I call in and they leave me on hold then when I talk to someone there telling me to do steps I have previously done. So when I ask for a technician they can't gaurantee anything but tells me anywhere from 24 to 72 hours if lucky I said is this what I pay for and the lady says I pay for the service not support. Uverse is the worst company I have ever dealt with
The complaint has been investigated and resolved to the customer’s satisfaction.
I have been a customer for 6 months and when I moved the issues started. First, I have to wait a week for installation. No problem. The technician actually took the entire four hours for the install. No problem. About 15 minutes after he leaves, the cable/phone/Internet goes out. PROBLEM! I call them and they go through a checklist for me to troubleshoot the issue. For the last three days, I have been troubleshooting the same issue. If it isn't corrected by tomorrow, I will go with a different provider. My expectations of AT&T were high. Once I leave, I will never return as a Customer for any services.
failure to deliver rebates (+$100)
The rebate my Mother has been confirmed on is for $100, and was to be sent September... it is November!
My $100 rebate should have been able to be confirmed and their online system fails on my ID input.
I have called them 3- times in 3-months.
I paid for this moldem with the condition that I got my $$$ back in the form of this bogus 'rebate'
This DSL service pays them up front for their modem with a promise [in writing] that I will get it back in the form of a VISA card, and AT&T has failed at every step to deliver on two different accounts.
Do I smell a Class-Action Law Suit?!
The complaint has been investigated and resolved to the customer’s satisfaction.
I have been with at&t for a little more than three years.All three years have been a constant aggravation and frustration.Everytime I have to call their customer service, it takes at least two hours to communicate with them and all their agents keep repeating like robots, is I am sorry, but they are incompetent, and rarely the problem is solved.
They keep sending me from one agent to another, and I have to repeat the story to each agent, even after I was forced to talk to an automated service, that asks stupid questions.The last straw was when I moved to another location, and was promised a.$100.00, they call it "reward", as if they are giving me a reward, which I gave them in money, to get a router. The weird thing that one of their agents said to me, when i called them to change my location was that I will have to pay $100.00 for a new router, I asked why do I need a new router when I already have one fot the same type of service?, he said that how it works.I had to pay another $100.00 for a new router, I gave my two months old router, that I had before for free to the att technician, because I did not know what to do with it, and never saw any money as a reward vor rebate for the money that I paid, even after calling their support service, which tell me every time I call" we will send you a new card".
i will change my phone/internet company, and do my research this time.
At&t is a big monopoly, and they can get away with their fraudulent actions. Their agents are trained to be fraudulent.
I have experienced the same problem, thank god I printed a paper that stated that my $100 visa card was going to be mailed on 11/07/2010, I saved the letter, now they are saying I am ineligible. WTF! I smell class action lawsuit too! Im calling my lawyer...this is crazy!
over charges/no refounds
I am moving to the city of rialto and my current verizon does'nt cover that city, so I when online september 2010 and found att wich is the phone service provider for that area, and oder a dsl/phone service.
There was an offer 12 month of hsi pro for $24.95
And a flat rate line for $16.45.
Ttal. $41.40 + all state fees.
They promise on there website a free hardware for the dsl.
Wich came out to be a big ripoff. I was first billed $65.00 sep. +conection fee etc
Next month I called them to see
Why I was getting billed for $157.03 for the monts of octuber.
Like always they keep me transfering to every representative on their planet. To file the rewards claim form... All got process.
Well now november 6; I have a nother bill for $70.01, called customer service again when trough the whole trasfering... My reward was declaid. I told the lady to cancel all services before they take more money from me, so now I have a $150. Early termination fee.
I think there should be someone to monitors this big guys ripoffs or at least keep all of us inform.
The complaint has been investigated and resolved to the customer’s satisfaction.
fraud - collection of old debt already paid to creditor
I have been going back and forth with the credit bureau once I discovered that PCC was reporting debt for an old ATT/Cingular bill. I use to work in credit services for a credit card company and extremely paranoid. Shortly after I disputed with the credit agency, I received a copy of a notice of court judgement that did not appear to be real (poor quality copy/misaligned copy with text cut off at the bottom). I ignored it because I am aware of these scams but obviously very ignorant to the scam. I immediately called ATT formerly Cingular Wireless and asked about the existence of an outstanding bill. ATT researched and identified an outstanding bill for 815.76. I asked if I should pay them or PCC because they had sent this notice of judgement. ATT researched and advised that they never assigned the account to PCC and pay them directly or the agency THEY assigned. I paid them directly. I then contacted Experian and my credit protection/alert service and reported this issue and asked them to research. They continuously keep calling PCC and resolving the debt as valid until I wrote Experian's credit protection/alert service with the findings of ATT/Cingular and that PCC was fraudulently attempting to collect old debt and was never assigned to the debt or sold the debt. My credit protection/alert service then issued an fraud alert for to the three credit bureas and I updated my credit profile acknowledging that I was unaware of the collection agency-disputing. Unfortunately, my mistake because today I received a garnishment notice from my employer for 700+ dollars. I obtained a copy of my credit report and PCC's reporting entry balance on my report has gone from 815 to 424...just random crap...plus updated the 424 dollars as a new collection pass due as of May to appear on my credit report till Jan 2013. So, now I have to find an attorney to deal with this bozo and his scam in the next 7-10 days or he will get 700+ dollars through garnishment. I feel so taken advantage of...hard working school district employee that works insane hours as committed civil servant that has been targeted and possibly taken for money I don't even owe...paying twice because I fell victim to a predator collection agency and now have to take off work to address/attorney or worse pay the amount a second time to a scamming bozo thru wage garnishment.
The complaint has been investigated and resolved to the customer’s satisfaction.
false advertising / less service than offered
AT&T is unbelievable. We've all seen the commercials about watching HD in several rooms, pausing live T.V. and continuing in another room. Well, I had AT&T DSL, found out they weren't delivering the DSL speed they has sold to me. When I called to complain, they apologized and gave me a rather large credit on my bill. I shopped for new T.V. service when my cable company increased prices and dropped channels. I liked what AT&T was offering, but I was concerned that they could deliver sufficient bandwidth to my location. (that was their stated problem for my poor DSL speed). They assured me they could, they had just put Fiber Optics down the street (but not up to the house). Two weeks after installation I attempted to watch an HD station and record another HD channel. Of course, I couldn't do that. I called, complained, and was told it would take a couple of days but they could switch things to get more HD feeds. I once again asked about the bandwidth, they once again assured me it would be fine. After a few days, I was still unable to watch and record different HD channels. I called, they set up an appointment for a technician to come out. The technician told me everything was fine, and that was "just the way it is." I again contacted AT&T, this time I was told that there wasn't sufficient bandwidth to get more than one HD feed. Wow, it seems they were suddenly able to run a test on the line to verify available bandwidth. It was two days past their "money-back" guarantee. I'm shopping for new phone, internet and television. I GUARANTEE AT&T WILL NEVER GET ANOTHER DIME FROM ME.
If they already give credit your account for the lack of bandwidth then I guess AT&T compensated yuo already and now technician admitted AT&T can not give you the service you need or want.
At least they are honest and don't just get your money and leave you confused like other companies out there.
bad service and not fulfilling reward
At&t u-verse was installed on september 18, 2010. I now have their "cable, " internet and home phone. I have been plagued with problems ever since coming from inside at&t - not with my actual service. It seems that none of these departments knows what they're doing.
I first had trouble with on demand, but I had to go through [3] technicians and a few days before anything was fixed. It was terribly annoying and frustrating because two of these folks didn't know what they were doing. They were clueless. Then, I receive a notice in the mail saying my email account is being shut down. So, had to call.
The person I called in u-verse support told me everything would be okay and it wasn't being shut down at all. He didn't know why I received the notice.
Then, I receive a notice telling my "special promo rate" was being withdrawn for I had canceled my cell phone with them and that that would drop me below having three products with them - what it took to qualify for the promo. Which, my cell phone service with them was the fourth product and now even included in the calculation for the promo. So, had to call again.
This lady assured me my rate would remain and again, didn't know why I received the notice. But, in speaking with this lady, I mentioned receiving the notice about my email address and she said yes, there is a problem. So, she transfered me to tech support and they finally fixed the problem. Had I not by accident mentioned that to this lady, I would have lost my email.
Now it is five weeks since I received a notice that I qualified for a reward because of all the services and to check online - - which I did on oct. 5 and redeemed my reward. Today is november 4th, the day it was to mail but it is showing still in process. So, I call again!
Turns out, customer service has just decided not to give me the reward for I signed up for 3 services and have the promo rate. Uhhhh, didn't you know that immediately when I qualified for the reward back at the end of september? I truly believe with all my heart that this company is deliberately ripping people off from their rewards. I mean, they just spoke about my reward and decided not to give it to me.
That phrase was actually said to me by kathleen in their reward center.
When you go online and sign up for the promotions, you receive a promo rate (The more products you bundle - the less you pay) and it will tell you what reward you qualify for. So, why am I denied? And just suddenly, happenstance so?
As bad as charter her in st. Louis is, i'd stick with them if I were a customer. I am seriously considering totally switching back.
The complaint has been investigated and resolved to the customer’s satisfaction.
ridiculous billing practices, poor service
Billing: We signed up with ATT Uverse for home phone, wireless, internet and TV to consolidate our expenses, receive only one bill a month and to save $1200/ year. Video on Demand is a joke, and have only been able to actually view 1 out 3 videos due to choppy reception, slow download and poor video quality and sync. Repeated attempts to view and long wait-times to talk to a 'real person' about reception issues have sent us to Amazon video downloads (half the price and NO problems with viewing). Additionally, both our hardline and wireless services 'cut out', 'drop calls', and have static on the line at least 3-4 days per week---unacceptable for a home-based business. But the MAIN and most annoying complaint is their billing department. Checks sent the day after bills are received and two weeks in advance of the due date are not credited to the account until the due date, but then take an additional 3-5 business days to 'process' and 'clear', so in their words, we are always past due and late in paying! On switching to Online Payments: 6 months of attempting to pay online also resulted in being sent overdue billings because even when we paid online the DAY the BILLINGS came OUT, and received confirmation of payments sent, they still aren't credited to the account until the due date, then take up to TWO WEEKS to CLEAR or show up online as having been paid, and AGAIN we receive past due billings, with AT&T saying that their online services updating can be delayed by as much as 2 weeks? We were in Canada for 3 months and ATT Uverse REFUSED to accept our online payment from an out-of-country-server-address, though we were logged on with password and ID and the money is transferred and paid IN the U.S. from our U.S. bank account. In resignation, we signed up for AUTOPAY in August of this year, but contrary to their letter of acceptance, it did NOT go into effect for October and now they AGAIN say we are two months past due on payments, (even though a phone representative said our October billing would be deducted in October, it was NOT). Each successive 30-40 minute wait for phone complaints to ATT has them saying Not to Worry, you're now up to date... but today, on the due date, we received past due bill warnings by email, by USPS and by phone with threats to cut off our service. Here's the deal: They don't credit funds to your account until the due date, then it takes 2-3 days for it to actually process (So because of their poor billing practices, you're past due). AND they send out new billing invoices before the due date arrives and the ON TIME payment has not yet 'cleared', so you're ALWAYS late. No way to run a business. I certainly can't get away with it. Would lose all of my customers the first month. If there is one more problem with billing, they lose our business and any of our family and extended family we can talk into leaving, as it is not worth the 'saved money', when we lose it spending hours and days of following up every month through email, online and on the phone, waiting up to 40 minutes to speak to an actual person, being shifted around to multiple 'wrong departments', then have it happen all over again the following month.
The complaint has been investigated and resolved to the customer’s satisfaction.
Same experience here. We started out with paying $89.00 for U- Verse: Cable TV and fast speed internet. Now, billings up to $122.00 ; but service remains poor. I frequently lose my Cable and intent connection. The speed of my internet remains very, very poor. I have spent numerous hrs talking and complaining to ATT-U-Verse without appropriate solutions. They also hiked the charges for my family plan cellphone or wireless phone. Most of the time; they do not notify you of any increase in prices. Prices are updated but quality of service is not. Each time, we speak to one rep; it's always with the same complaint. We have been transfered from agent to another without resolution. They can be condescending in more than one occasion. We finally had to demand for the supervisor to get somewhere. And other related problems are still not totally addressed up to now. It's almost 2 yrs now since installation.
rude service, no rebate
Att home phone and internet department are the rudest people I have ever spoken on the phone with. They offer no help to all of the bogus charges on my bill. There are many hidden fees when setting up internet and home phone! Also the rewards card they promised me still hasn't come and they assure me it will be here. If they tell you 4-6 weeks they are lying it will be 12 weeks here in another week! Don't get home phone or internet from these people they are horrible!
The complaint has been investigated and resolved to the customer’s satisfaction.
deceptive selling practices
I call ATT in August to have my phone number changed, and the representative looked at my account and said, you are paying too much for home phone services. I agreed with her and then she start to sell me a bundled service for at&t U-verse. She and I quote said, you can get TV, home phone, internet and wireless for much less. I told her I was interested, she states that my monthly bill for all the stated services here would be 218.98 for 12 months and then 278.98 thereafter. I was stunned and repeated what she said and asked her several times are you sure. She said yes and asked me how many cell phone lines and minutes I used monthly. She sold me, my concern was that I didn’t have a credit card and that previously when I wanted to change I had to have one but she assured me that now they took debit cards and that I would have to have sign under auto pay to get this service. When technicians came to install it was under the wrong apartment number and my neighbor’s existing internet was disconnected and she was furious thinking after a representative at At&t my personal information and convinced her to file charges against me for mail tampering as the only way I could have had her internet shut off. I never have had any problems with AT&T until I signed up for U-verse and to have my reputation degraded like that by an employee of this company that had no proof that I did anything and it was their mistake is appalling. To be sold a bundle not combined services and to not get it is bad business. I was sold a false deal and they ARE NOT LIVING UP TO WHAT THIS REPRESENTATIVE SOLD ME! I want what I was sold: TV, internet, home phone and wireless for 218.98 for 12 months and then upgrading to 278.98, period. I have contacted the company several time and been given the run around. I called today, (10-7-10) and was finally told that was impossible and that nothing could be done. I do have emails from the representative that sold me the bundle.
The complaint has been investigated and resolved to the customer’s satisfaction.
I WAS PROMISED A REWARD FOR SIGNING WITH ATT.U-VERSE, BUT NEVER RECIEVE ONE.
I was just misled into buying 2 wireless phones for 99 cents, 70.00 a month and I had the rep repeat this 5 or 6 times and she even went put me on hold to verify, then when I get the verification email the charge would be 100.00 not 70.00. Now I will probably be charged a cancellation fee. Total out and out lying to get you to sign up so watch out for ATT. this was today 10/31/14
I, too, was misled by an at&t rep. In aug. , 2013, i called at&t to find out if i could get a credit on my acct. , because i was without phone and computer service for 4 days. . . Through no fault of mine of course. There had been a faulty wire and they replaced it (On the outside of my home) . When she looked at my bill, she started talking about how i could switch to u - verse and save almost $12 a month on my bill. I told her i was completely happy with the way things were. She insisted, though, and said, "why wouldn't you want a reduction in your phone bill, when everything was free to connect it?" i told her i might be moving in about 6 weeks and that i would wait until then and decide. . . That way i wouldn't get charged for an installation fee. She assured me everything was free and it would be a great deal! Well, how could i refuse? Wouldn't cost me anything and my bill would be cheaper every month. Btw, this reps name is samantha! Well, guess what? Samatha outright lied to me. Totally! When i received my bill, it was for $312. Oo! That was for the switch, the installation, the newer modem, annnnnd removing my dsl. To say the least, i was livid!
I immediately called another rep in sept. And explained the whole situation to her. Her name was nancy and i told her how samantha completely lied to me! Between her and her supervisor, they deducted a couple of the fees and got my bill down to $93 a month instead of the $63 i was usually paying. . . Or so i thought. . . Then i get another bill in the mail last week and it is $312. Oo again. So i suppose they nver took it off like they said they would.
My computer is a mess. It takes forever to get on any website, as they removed my dsl and it is sooooooooo frustrating. I, literally, want to throw it against the wall. I finally realized at&t has very deceptive practices and i want to warn everyone about some of their tactics. I am proceeding to write to the bbb and also the ftl to see if they can somehow revoke their licesnse because of their deceptive practives. Even though, i am only 1 person, i do believe, if everyone that has been deceived to follow through to the bbb, we can get rid of these nuisances. As soon as i get my bill straightened out, i am dropping at&t forever!
poor customer service
AT&T is outsourcing its phone support. The dept of Internet services, And its customer service is been outsourced to the philippines. These people answering the phones for AT&T in the philippines have no clue what they are doing. Wake up people, These people in the philippines have you're personal information. And if you use a credit card to pay for...
Read full review of AT&T and 34 commentsused cell phone
My wife and I have never gone through such measures to ever post a complaint. But this retail organazation is a joke. Their is a at&t wireless store in the altamonte mall that actually isnt even a real at&t wireless location. Buyers beware if you are looking to get a new at&t phone do not go to the altamonte mall it is not a real at&t store, it is a franchise at&t wireless store. A franchise store does not operate like a real at&t wireless store. My wife and I went in to the franchise at&t altamonte mall store to get a battery for her lg cellphone. The sales person told us that they do not make batteries for her phone anymore, and if they did it was cheaper to to get a new cellphone with a 1 year warranty. Well at the time we agreed. So we get a new samsung phone 42 days later her screen goes out and she can not see who is calling her. We go to the winter park at&t store off 17/92 and they said the phone that we had purchased at the at&t store in the altamonte mall was a used phone which came without a warranty. They told us that their had been 2 previous owners before us that had actually owned the same cellphone that we had received. After making minor adjustments to the phone they had it working again. The winter park real at&t store told us that the altamonte mall store is not only a fraud but that they receive numorous complaints from them and that we should never do business with again. Trust us we wont.
The complaint has been investigated and resolved to the customer’s satisfaction.
bait and switch scam
AT&T appears to be running a bait-and-switch with its FastAccess DSL Direct promotion.
I signed up for FastAccess DSL Direct 6.0M at a promotional monthly price of $19.95 from this URL:
http://www.bellsouth.com/consumer/inetsrvcs/promo_unreal.html?src=lftnav
At the bottom of the first box highlighting this service are the words "No term commitment."
Despite this, when I called AT&T to cancel my service, it informed me that a $150 early-termination fee would be charged. I spoke to three representatives (after being disconnected from the first), including a supervisor.
I tediously recited the URL address to the supervisor, pointing out to her where on the page the words "No term commitment" clearly appear, to which she replied she saw no such thing and that they were not on the page she was looking at.
AT&T insisted the service I signed up for had a term and stated I will be billed the $150 early-termination fee after canceling the service today.
I also read aloud to the representatives Section 5(a) titled "Early Termination Fee" of the Terms of Service AT&T mailed me, which reads: "When you purchased the Service, you agreed to a specific price and plan, which may have included a term. You agree that if you cancel your plan before the end of the term, you will pay the early termination fee associated with that plan. If you did not sign up for a term plan, the term for you Service will be month-to-month."
I informed AT&T I would dispute any early-termination charge as it would be in violation of the customer agreement and the law, but am disgusted at what appears to be a blatant bait-and-switch, to which other consumers should be alerted.
AT and T has the worse customer service of any of the phone companies I have EVER dealt with. My 15 year old son made a mistake purchasing services for his GO phone and we called them as soon as we saw it on the debit card and they would do NOTHING about it even though they had records which showed the service that he always had gotten and had used no airtime on the service he had purchased. Customer service reps at AT and T shouldn't even be allowed to have the title because they are so unhelpful and don't care. I hate AT and T and am posting bad reviews about them on the internet anywhere I can because I got no satisfaction from this company so I am giving it to myself. Selfempowerment. As consumers and americans we can vote with our dollars that is what capitalism is about. DON'T USE AT AND T. LET'S PUT THEM OUT OF BUSINESS AND SEE HOW BIG THEY ARE THEN!
I had the same problem as you and could get nowhere with their phone customer-no-service reps, but luckily I did a screen capture of each screen when I signed up for the no term DSL Direct service and I took them direclty to one of their local stores and stayed in the store and had the employee their make all of the calls to their customer service, and it took them 3 hours to take care of cancelling the account and doing away with the bs early temination fee (and the att store employee had to ask whoever he was on the phone with to get a supervisor to override in order to do this) I WILL NEVER EVER NEVER DO ANY BUSINESS WITH ATT AGAIN AFTER THIS BS EXPERIENCE. Hopefully u got yours worked out.
att is robbing they say you have unlimited webbing and texting, but when the bill comes its alot of money . they give you your data plan coverage of 200mb and you can easily go over it, then they say if you go to 2gb plan for 25 dollars, and if you get a warning to say you used 90% of your data they charge you and extra 10dollars. with unlimited texting, how the f*** can you go over your "unlimited texting" limit. att just like to rob you
Try T-mobile, I get good service from them.
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About AT&T
One of the key strengths of AT&T is its extensive network infrastructure, which includes both wired and wireless connections. This allows the company to offer reliable and high-speed internet services to customers in both urban and rural areas. Additionally, AT&T's wireless network is one of the largest in the country, providing coverage to millions of customers across the United States.
In addition to its internet and wireless services, AT&T also offers a range of entertainment options. This includes its DirecTV satellite television service, which provides access to hundreds of channels and on-demand content. AT&T also offers streaming services through its AT&T TV and HBO Max platforms, which allow customers to access a wide range of movies, TV shows, and other content.
Overall, AT&T is a well-established and reliable provider of telecommunications services. With its extensive network infrastructure and range of offerings, the company is well-positioned to meet the needs of customers across the United States.
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