AT&T
Reviews and Complaints

The advertised $99.00 bundle from AT&T/Direct TV is a complete rip-off. I guess you could get the $99.00 price if you jumped through all the hoops in the way. I order this package over the internet for my daughter who just graduated colleged and is now without a job figuring I could afford to spend $99.00 a month for her. First, when I signed up for this service I was not told that this was a 24 month committment nor was I told that each company direct billed their customers. Secondly, I was not told that the $99.00 price included a rebate from Direct TV which had to be applied for during the first 90 days of service and that it would only cover the first 12 months. To date this are my payments:
AT&T 05/15/09-$131.30
AT&T 06/15/09-$131.30
AT&T 07/15/09-$68.58
AT&T 08/15/09-$80.37
AT&T 09/15/09-$86.67

Direct TV 05/07/09-$62.05
Direct TV 06/07/09-$125.15
Direct TV 07/07/09-$103.05
Direct TV 08/07/09-$112.12
Direct TV 08/07/09-$140.14

Like I said no where close to the $99.00 a month they advertise! If you enjoy your sanity, I would stay away from these so-called bundled packages.

Ads misleading. AT&T's tech staff and supervisor admit they cannot give me the service that neighbor 6 blocks away might get. Tech says that because of my “2700-ft. distance” from some sort of base station, that my “profile” will not let me watch HD on two sets at a time. DVR does not function as promised as a result. I did NOT have that problem with Comcast. Nothing in TV ads or online literature indicates that these problems are a possibility. My E-mail is not working correctly right now (can send OK but cannot receive consistently in MS Outlook. Already tried self-support tool to fix, after total of 7 hours on telephone with “Tier 2.” Tier 2 and mgmt. "escalation" not satisfactory. Was told this morning by both “Jay” at Tier 2 support and “Chris” on management escalation team that they “cannot guarantee consistent service” due to my distance from some sort of central hub, using terms like “loop length.” Tech says that because of my “2700-ft. distance” from some sort of base station, that my “profile” will not let me watch HD on two sets at a time. Actually, I cannot even watch 1 HD program and record another.

Will file complaint with TN Pub. Serv. Commission and local TV consumer channel (news release from AT&T on WMC-TV Memphis news program made me aware U-verse "available in my area.") If all services are not available to all consumers, then ads violate truth in advertising laws, and should be referred to state consumer advocates and FCC. This has been a truly horrible consumer experience, and I intend to do whatever I need to do to let other consumers in my area – and my friends in Nashville and other AT&T areas who are considering U-Verse – how poorly this has gone and how much stress it has caused in my household.
· Errors in placing initial order, due to vague Website info and failure of initial CSP to properly input order
· Totally unacceptable issues in migrating E-mail accounts – total of approx. 6 –7 hrs. on phone including Tier 2 trying to resolve. I make my entire living from a home-based business that requires my E-mail service be reliable. I already have the concern that I may have missed business e-mail in the last 3 days that may cost me hundreds of dollars.
· VOIP was not installed and next install date was not until 11/11. Lots of overly technical jargon and push-back from installer that if I was willing to have my home phone number changed it could happen now, but they could not port number till 11/11. Curiously enough when I escalated situation 9/17/09 was able to get date moved to next Tues. 9/22. That's now been moved to 9/23!
· U-Verse Website wasn’t able to neither “verify appointment status” nor show me any billing information. I had to go back to call center, navigate an undue number of menus just to get a live agent who could assist. I didn’t finally get anyone to address my global issues with the whole experience until I was provided with [protected]. Local tech here again 9/17/09 and told me: had you called me locally, I could have gotten U300 active today.” I did try to call him – his cell # says, “Person you are calling has a voicemail box that hasn’t yet been set up.
· Lots of “finger pointing” from various CSR’s along the way blaming issues on the last person with AT&T I had spoken too. Tier 2 Mgmt. Escalation as recently as this morning actually blamed issues on my in-home tech!
· AT&T makes it almost impossible to escalate a situation to a real person with some authority to assist. I did not get anyone at all who was an actual consumer relation’s specialist vs. “billing” or “tech support” who could actually help, offer any financial concessions, etc. till 9/17/09.
I am truly shocked and disappointed in the quality of this experience with AT&T. I have been a telephone customer of BellSouth/AT&T in New Orleans and Memphis since 1973; they have had my Internet service since 2001 and DSL service since 2003. I chose U-Verse based on excellent reliability – for years – with the aforementioned services. I have had more problems in the last 3 days than I have had with any AT&T services – including Internet – in over 30 years. The only satisfactory resolution for me: give me no less service quality than any other consumer. Do not make technical excuses, because if it is true that you cannot provide what I signed up for, you have my solemn written promise that I will file complaints with every consumer agency from the city/state level to the FCC, and contact every TV consumer advocate reporter in Memphis, in the interest of letting potential U-Verse customers in Memphis know what I have gone through. No excuses. Just fix.

I just got scammed by at&t.com... I signed up for service on at&t website and wanted to see how the service works. I got iphone refurbished and it stated on there site that if I dont like the service I can return the phone but if it is refurbished I cant return the phone. Which was my mistake that I didn't notice that before I signed up for the plan. But when I got the phone and didnt like the service I went to the at&t store to cancel the service I was told I cant cancel it anymore. I have to use the service for 30 full days. So I did it now when I tried to cancel the service im being told that I will be charged 500 bucks cause I waited too long to do so. All I can think of is send a complaint to bbb. And let them solve this. I'm not going to take this kind of bs from at&t. I have both reps name and one was the store manager. Who mentioned to use the service for full days and then cancel the line and I wont have to pay for anything. Just the minutes that I have used.

Hi. This complaint has to do with AT&T's Steubenville, Ohio retail store & the company’s customer service department. When I went in to research my 1st phone & plan I made very clear to our local at&t store & to the at&t customer service number I called (who was asked the same questions as their local store) I told them that “I need to know specific answers to specific questions since I am not a lawyer & can’t afford one to explain your plans & terms & conditions, & also cause from what Dateline NBC said, it wouldn’t matter anyways since 10 lawyers could read them & would give 7 different explanations. I also said it was cause of having friends who had problems with these cell phones/plans/providers”. I was told no problem sir & they knew exactly how I felt & would take care of me. I also made it clear to them among several other things that (1) is the instant rebate actually an instant right here in the store rebate and not one of those games where the customer has to then do this & that to actually get the rebate (2) I did not want internet service which friends were telling me that these companies were adding under our noses and then making the customer go thru the hassle of getting the charges takin off after they find out they were connecting to the internet without even knowing it at times, (3) I need all files to be transferable from my cell phone to my pc due to working on vehicles at home & it's a MUST to permanently keep a record of them since I mosly use text to save minutes and since email is not practical when ur a greasy home mechanic & can’t keep a pc in the garage where emails can be sent & answered right away (4) Also told them I understand we will probably always have a problem here & there with reception but it is a must that I dont have any major or even moderate problems with this since Im a recovering paraplegic & also have a seizure disability...what am I supposed to do if I break down or start to have a seizure especially while I am away from home. The several salesman I talked to & asked these question with over a couple different times over a few days told me not a problem sir & they understood my situation & I was clearly told (1) yes the rebate is instant & will not show up on your bill or hav to go thru any of that hassle stuff to get the rebate (2) internet will not be added onto my plan...I will only have the unlimited texting and cell phone plan (3) all files are transferrable & especially if I buy their 2gig mini memory card with adaptor to be used with a media reader for my pc & (4) I was told not a problem when concerning reception especially with the Pantech C740 Matrix phone which they said just came out & is one of the best models we have for reception, and also due the location where I live there wouldn’t be a problem.The salesman even did some reception test based on my home address and said yep, you wont have any problems sir. Well, there was more problems with the salesman just telling me what I wanted to hear but I will stick to some of the main problems. Well I immediately noticed problems with reception on the first day after I got my new phone and plan. I later found out they ended up adding internet access to my phone cause when I got the bill I was suprised to see that I now owed them for internet access... here when I was sitting down in my chair it was somehow hitting a at&t/pantech preprogrammed button while in my pants pocket which the phone was dialing up to the internet and started adding up charges on my bill which I then had to call at&t NOW customer service where they had no problem shutting off the internet service but I had to argue over & over about getting the charges taken off. I also noticed on the bill that the 50dollar rebate was not taken off but was still on there and when I finally got thru to the customer service, I was told that I was suposed to get the rebate at the store where I purchased the phone and there was nothing they could do about it after me having already bought the plan. Well I had to argue over n over with them that the salesman assured me that this rebate was instant and would not show up later on my bill and after the 20minutes of arguing, the service rep said he had to get the ok to remove it from his supervisor and after being on hold for another 5 minutes he came back on and removed it. I also tried to transfer text files from my memory card and other phone's memory but every time I stuck in the card I couldn’t find any file for the texts and I found out that there isnt even a cable to hook up to my phone to directly transfer these files and when I came back to discuss this at our local at&t store, the salesman just denied ever saying anything about him telling me that all files can be transferred to the pc and sorry but you can't transfer texts. I also had so many dropped calls and poor staticky and broken conversations that I was getting frustrated of having to sit stiff like a mummy while staying in just one corner of my house which is the only place that I can even get this amount of reception (please keep in mind that I have so many problems even out in my yard and while I’m out driving away from home). Oh and along with now having to move my pc to an inconvenient and hard to access corner in my house ( I am in a wheel chair) so that I could use the cell phone while on the pc, I was also told that with the new FCC regulations, I wouldn’t have any problems with the cell messing up my pc and vice versa but this was a totally garbage as well cause whenever I get close to my desk where the pc is, my cell phone drops calls and it also makes odd irritating noises which makes it difficult to hear people. Well whenever I called or went into the store, I first was very polite in telling them the problems with the phone/plan/whatever but they denied saying any of the things which they initially told me before buying the phone and signing a 2 year contract. Too add to it, when I said to them well then go ahead & repeat any actual conversations which we had when I came in on several different occasions and discussed these issues, all three at&t workers wasn’t able to or refused to (however ya wanna put that) repeat any of our conversations and would just say that they didn’t say these things which I know they said. At this point I was disgusted and left and then called the at&t NOW phone number(it took numerous days to not hear the message which said “we are experiencing heaving call volumes please try again later..." & then finally I had a day when I got thru but it took 8 calls to finally get & keep enough reception on the phone to talk long enough to get at least a few questions answered before the call got dropped) which put me in contact with their customer service department and first off I made sure to tell him the problem with my drooped calls and in all seriousness, in order to avoid my loss of sanity and composure from having to call back repeatedly and being put on hold and then having to repeat again all of the problems I'm having to another operator, so if my cell phone starts breaking up or drops this call please call me right back at the cell phone # on their file. He told me not a problem sir we will be glad to do that for you. Well the call later was dropped and I waited for appr 2hours for them to call back but never did. Infact they never called back at all but while I was on the phone with the customer service agent before the call got broken up and then dropped, based from what Dell pc company did to me, to start I asked directly if their employees worked off of commission and the customer service rep avoided my question several times by interupting me and just asking what was the main issue of me calling and so I politely told him to please either answer the question or I will talk to his supervisor about this. He then answered and said yes many of our employees work off of commission. We then discussed the problems with this corrupt business tactic (me hoping this would be passed up to the supervisors or someone who would listen) and now that I got that answered I moved onto other issues but mainly the issue of the extremely poor quality phone, reception, and customer service, but was only told sorry for the inconvenience sir and there was nothing they could do.The barely-speaking and hard-to-understand-English(another huge problem now with businesses customer service) customer service rep then added that they did this same reception test as the retail store did and showed that I had fine reception but when I told him I was tired of this evasive customer service tactic and demanded for him to look up the countless dropped calls which I know they have a record of, he refused by just telling me again sorry for the inconvenience & there was nothing they could do since their test showed I have good reception in my area. I then demanded to talk to his supervisor/manager and after having to argue with him repeatedly he finally said ok and then put me on hold whereby I waited over 25minutes with no response and no way to get back to a customer service employee unless I hung up and called back. Please keep in mind that when a person keeps getting poor reception, it is nearly impossible to even hear the automated messages which are at the beginning of calls to at&t and other companies/businesses and so how do we even know what numbers to push? To add to it I have to pull the phone away from my ear to see what button(s) to push and when I leave my only position which will bring in some reception, I get yet another dropped call! I never did get to hear from a supervisor visor this time and I was now getting fired up and went into the store the next day where I will admit that my tone was stern and told them I'm tired of the lies and games and so I demanded a new model phone and compensation for these unbelievably riduculous problems & hassles. I even said that I wasn’t just trying to get something more expensive or whatever (trying to scam them) and I just wanted a phone that would work like they initially confirmed with me that it would but they did the exact same redundant test again and said sorry but their test showed this phone works fine and there was nothing they could do. I then got sick of the repetitious tactics and started raising my voice around the other customers while explaining how workers who only make money when they make a sale are the ones who tell you what you want to hear just to get you to buy something and get you to sign a 2 year contract but when you have problems with the phone/plan/whatever they just simply deny anything that they initially said and hold the contract over your head, that then they got the manager of the store who after mildly having to argue with her, she finally admitted that this phone wasn’t very good for reception unlike what I was told but they would only send me a new phone of the same model. I said that I don’t want the same model phone cause not only is there actual proof of it (if they would look up the ridiculous amount of dropped calls) but even many internet reviews are now being posted that this phone isnt that great for reception among other things and so I want another phone which is at least equal to the cost of this phone and has the reception qualities and features which I specifically asked for before even buying the phone. She refused to get me another model phone and said their policy is just to give the same model phone and try it again. I said that I am not putting up with a phone and reception which doesn’t even work well enough to make calls in order to try it out again. She said this is all we can do sir. I said whatever but I dont want the new same model phone and I was so hot at this point I had to leave the store but came back to the store to hopefully get another salesman/manager/whatever who would resolve this issue but was disrespected and being jerked around again so much up to this point that I started raising my voice and demanding the quality and service which their company promised me before signing a 2 year contract, and then the manager called me a manipulator and said if I don’t lower my voice they will call security. So I made sure that people outside of the store in the mall could hear me say again about businesses like at&t whose employees work off of commission and what tactics they pull and then I left the store, came home, and tried again to get thru to at&t NOW but like so many other times, I kept getting the same message that they are experiencing heavy call volumes and to try again later. This went on for several days straight and didn’t matter anyways since when I was able to get thru to the automated messaging system again in order to get to the customer service agent, again I wasn’t able to hear all of the massages clearly enough in order to know what to push. But anyways the new phone came which was the same model which I previously told them wouldnt solve the main problem here and I am still having the same problems with not even being able to call at&t to try to get to a supervisor who will not just blow off the customer but will actually listen to the problem and actually do what will solve the issue and not just solve it in a way that only advantages them or makes them satisfied. They also need to start holding their employees responsible again for what they say!

Well with all due respect to [redacted] I do not expect anything to be done here seems how after dealing with the dell pc company & now at&t, I have enough experience on business’s shiesty tactics and also from reading lately about SO MANY other reports on Better Business Bureau, Consumer Affairs, Complaints Abroad where people are reporting legitimate complaints but the businesses which are being complained about will just deny most or all of everyhting, or just say they have no record of these problems from the people who are filing the complaints which then makes [redacted] and other like businesses think we the consumer are the liar. Sounds like these businesses have been allowed to build themselves up to the point of the consumer being powerless to do anything about it. I know me and so many others who are on supplemental, disability, & other incomes can’t afford to buy hidden cameras and microphones to take with us to these businesses so we can prove
for a fact as to what we were told and especially before buying their products and/or contacts. I would like to further add that I am so fustrated from all of this and other stuff like all of the work that the consumer has to go thru just to get something simple resolved not to mention the bigger problems that I am justifiably walking away from the 2 yrear contract because even if companies like yours who are out to genuinely help us get something resolved, that doesnt fix the ongoing problems we will for a fact have in the near future with these same corrupted businesses.
Concerned Citizen Who Is Sick Of This Country & The Scandalous Business’s & Tactics, Kevin

When I ordered ATT wireless internet and cable TV the telephone representative told me I would receive $100.00 cash back. When I got the post card in the mail I was told to go to getmyrewards.att.com to get the cash back. This web sight offers nothing in the way of a reward. I then called ATT at [protected] as instructed on the rewards card. I was put on hold for 30 minutes. The phone message kept saying they were receiving a high volume of calls and kept prompting me to go to ATT.com/rewards center. After the 30 minute wait on the phone it cut me off saying they were unable to take care of my call at that time. When I went to ATT.com/rewards center I got the same dead end web sight as getmyrewards.att.com. Why do they offer this cash back only to be a total deception and waste of time to the customer?

Third time in the last 6 months an added bill has appeared on my AT&T statement for a service I did not order or request. AT&T allows third parties to bill on their statement - the most recent monthly charge submitted by Directory SVCS Web Hosting through PaymentOne Corp of $39.95 was supposedly enrolled by an telemarketing firm hired by Directory SVCS. I am on the do not call registry and never requested the service. I tried to report the telemarketing agency to the 'do not call registry' and was hung up on - only later to be enrolled in their sales pitch.

AT&T puts consumers at risk by allowing third parties to bill on their statements who are not reputable.

Eric J Friedrichsen, MD

If you are with AT&T and have a Netopia modem in your home and you up grade to Apple OSX 10.6 you will have problems that AT&T will not help. They will help for a fee of $99.00 but that is unfair as it comes. I have spent hours upon hours with the biggest idiots on the planet at AT&T. They have not updated their techs so you have to go to a dept. called Support Plus who charged for everything, if you can get them on the phone. Well it is Sunday so I will have to wait till Monday to cancel my account with At&T and look for another company that may or may not know what they are doing. I have had great wireless for my computer but when something goes wrong the folks at At&T are not there to help you and seem to be proud of the fact. Sad company and I even have stock with these idiots.
Best to not buy Snow Leopard upgrade for your Apple till people like AT&T get their stuff together.
Good luck folks

I've had AT&T dsl with no phone line for 4 months now. The first 2 months were plagued with outages and drops, I had my basic modem replaced 3 times and finally the last tech guy that paid a visit, my 4th visit in less than 2 months, gave me a 2wire modem for free. Same problems existed with that modem as well, dsl would drop 6-12 times a day, mostly at night, and speeds were consistently slowing over time according to numerous speed test I have done many times daily. Then about 3 weeks ago all the problems disappeared, only to resurface the last 3-4 days. The last tech suggested I bump down from 6MB service to 3MB, I was going to do this today, Saturday September 12, but nobody was around to do it in my midwest market, had to wait til Monday. A few hours later I noticed my download speeds dropped to 1MB an dhave stayed there for the last 5-6 hours, actually the last 3 or so days speeds have been very low, so I called again today about this being I forgot to mention it on the earlier call about changing packages. I finally get through to a human after 20 minutes of BS with the automated crap and begin to tell the ATT person my issues. Before we could even get to the speed problem, she informed me a new order for 6MB service has been placed in my name. HUH? She said records show I placed an order for 6MB service, something I have already had for over 4 months, on Friday September 10th. WHAT!? I asked for more info and she couldn't give it to me, she said I'd have to wait until Monday to talk with someone. She said the only thing she can see is that 6MB service was ordered under my name and number, but she couldn't tell me to what address or any other info, only that the activation date is September 16th. lol What is next with ATT? I'm almost afraid to think of that. So now instead of just having occasional dsl drops and awful download speeds all weekend, I now have to wonder what the hell is going on about this mystery service being ordered. After 4 months I'm about to give up already, if the speeds, drops and this new order are not resolved first thing Monday morning, I'm done with these ###ers. Back to Charter I will go, then after they go bankrupt I will have to go with clearwire, not as fast but reliable and cheaper.

Last speed test:
Download Speed: 1319 kbps (164.9 KB/sec transfer rate)
Upload Speed: 657 kbps (82.1 KB/sec transfer rate)

The normal down speed is around 5200 kbps/Up 660 kbps, so it seems the download speeds are only effected by whatever is going on. BS!

1 minute ago:
1316 kbps down
658 kbps up

I had Clearwire internet and was at the end of my contract and I couldn't wait to get rid of it due to horrible service. After doing some research I decided to go with ATT Elite DSL, I already had satellite service with Directv and was getting rid of my home phone so I only wanted internet service. I was told that the Elite DSL wasn't offered in my area but if I went with the Uverse package which included tv service then I would be able to get the Elite. This really never made sense to me but I thought ok because my Directv was starting to get ridiculously high. I saw a pattern where every two to three months the the bill kept creeping up. Only problem was I still had a few more months left in my contract with Directv. The ATT rep on the phone (Matt) told me if I went with the Uverse package I would get a rebate of $200. Since I knew I would have to pay a termination fee with Directv but unsure of how much...Verizon charged me $200 to terminate with only a few months left...I asked the (Matt) how long it would take to get the $200. He said normally it takes a few months because they want to make sure that the customer stays with them and does not cancel. I told the (Matt) I can't wait that long because I have to pay Directv's termination fee and I don't have the money right now. I told the (Matt) I would just have to wait until my contract was up and then I would call ATT Uverse to hook up service. (Matt) then tells me he is going to talk to his manager (John) and see what they could do for me and asks me to hold on the line. He comes back on and tells me that his manager (John) has ok'd to have my bill credited with the $200. I wanted to make sure this is correct to I said to (Matt), so my first two months I will not be bill correct? (Matt) says yes that is correct. (Matt) tells gives me his manager's (John) number and tells me to call (John) if my credit does not show up on my bill but assures me that the credit would show up. I get my first bill..NO CREDIT! I call (John's) number and get a woman's voicemail. I'm thinking oh great here we go but I left a message anyway. I decided not to wait around and called the main number. I got transferred 4 times and had to explain my situation 4 times! So I explained the problem again to the last person I was transferred to (Shelly). She's checking notes and doesn't see anything in there from Matt stating that my bill would be credited $200...Gee...why doesn't this surprise me! ...So Shelly asks me to hold while she tries to get a hold of someone to confirm what I told her. She comes back and of course can't get ahold of anyone. She tries to offer me $100 off my bill and the remaining $100 to be redeemed online. I told her NO! That was not the agreement! I tell her that (Matt) said his manager (john) ok'd it and even gave me his number in case I was charged. So she asks me for (John's number)...You would think they would already have this person's number! So again she puts me on hold, comes back and still can't get ahold of anyone...or so she says! She tells me that she left (John) a message to call me and that he would be calling me by the end of the day...No returned phone call...The next day...No returned phone call. Now I'm pissed! I am going to call them one more time and if no results I'm going straight to the BBB and out local news consumer advocate. I call (John's) number and the same woman on the voicemail answers this time. She tells me this is not (John's ) number and she has no idea who (John) is! %#$@&&(**($^*! I told her well (Matt) the rep that set me up this account told me to call (John) at this number and ran down the whole freaking story again! She says well there isn't a (John ) here but there is a Juan. What the F*** is wrong with these people! So she tells me that she will have (Matt) call me back. I told her he better and he better call by today or I'm taking matters into my own hands. So far it's been an hour and no return call. I'm not going to sit and wait around and play games with these people. When I am done typing my complain here I am going straight to the BBB. Screw ATT UVERSE!

There were 19 disconnects from the Internet starting at 9:30 PM on
Saturday August 22, 2009 to 12:01 AM on Sunday August 23, 2009. There was NOTHING posted on the AT&T web site for maintenance.
The one error message read " Error 676: The phone line is busy
connecting through WAN miniport PPPOE." The rest of the time ATT.net just quit responding and went to an automatic reconnect and repeated this cycle through out the night.
It took close to three hours to view a 1 hour 36 minute 04 second movie.
I have NEVER had this many disconnects when I was using Cavalier of Verizon for my DSL service.
I could leave my computer on and just start surfing; this is not true with this service. I am logging the ‘disconnects’ from the Internet with AT&Tand find that I am experiencing an average of SEVEN disconnects while using the DSL service on a daily basis. The more I use it the more disconnects.
This is UNACCEPTABLE. When I am on the Internet, I need to stay connected. I perform a lot of downloading and movie viewing
I would like to know why so many ‘disconnects’ from the Internet, why I see hour glass so often, and progress bar is running slow. I did NOT have these issues with Cavalier or Verizon for the same system.
NINETEEN disconnects is just UNACCEPTABLE.
I sent an email, through Outlook Express, and it was propmptly returned to me reading to log the service issue on the 'my member services' on the web site! GREAT IDEA! Why not log a complaint on the web site when the issue is staying connected to the Internet.
I finally sent in the issue, through the web services, along with the amount of disconnects and the Network diaganotics and then I when emailed back to call customer serivce when this happened again.
Well of course it happened again. I telephoned customer service and naturally got a call center where English is not the primary langauge. Why does the voice prompt say 'For assistance in English please press one?' The telephone agent was of no use! I am a help desk technician. Of course I knew to power cycle BEFORE I telephoned a call center. I only wanted a different server to use to connect and stay connected to the Internet. He did not understand that premise. You know! The basic one of routing to the Internet with a different IP adress.
The Internet is quite important in my house hold. Paying a higher price for services rendered is a SMALL price to pay! I'm going back to Verizon.

My daughter obtained a Palm Centro phone with an updated contract I signed (5-phone family plan) in June 08, just as AT&T was taking over Cellular One. I had received good service thru Cell One, & their family plans were a bit cheaper than other companies. I was in the store for 2 1/2 hours, patiently waiting while the beleagered staff tried to navigate the impossible computer system changes. Then, some guy from the home office took credit for the 5-phone sign-up, leaving the local sales people with zero credit for their time...
The phone was problematic from the start...much as I read other Palm Centros have been.

At month 11, my daughter decided to take matters into her own hands and call the company about her phone. She was instructed to mail the phone back & a new one would be issued. She had a new phone before I even knew what happened. Shortly thereafter, Julie's old phone arrived...with an arrow sticker pointing to a tiny crack in the plastic housing on the corner. It came with a bill for $250, citing "abuse". Due to the exhorbitant fee, I returned the replacement phone asap via UPS & requested that the company not charge me. I then purchased a new phone for her for about $100 online.

Two weeks later, while on vacation, our phones stopped operating properly. I called AT&T & was told that I must pay the $250 charge for the Palm Centro to keep my service intact. I explained the return of the replacement phone, & the gentleman on the line advised me that it takes 2-3 weeks after the warehouse receipt of the phone to have it credited to the bill. I had sent the phone 7/10, it arrived 7/14, this was about 7/28. I agreed to pay by phone with the understanding that I would then have a credit by the next bill (my bill averages $220).

Long story short, I have never received a credit, have emailed several times, spoken by phone several times, and have been told that: 1. They do not charge for the replacement phone, they charge for the damage to the original phone (which would never have been returned to the company...it was my property). 2. Although I never authorized the sending of the replacement phone, my daughter had enough of my information to make the transaction on her own (she never signed a contract or had her name on anything). I inquired whether it would have mattered if she were an 8-year-old(?) 3. The company now denies that the replacement phone was ever received at the warehouse (thank goodness for UPS Tracking).

Do yourself a favor...DO NOT SIGN UP FOR AT&T CELL SERVICE.

I recently spoke with an att customer service agent RE upgrading my internet service and local long distance residential home phone to the att U-Verse.

I was offered (att) free installation for cable internet and home phone as we used Comcast for digital cable.

I was told we would receive a lot more digital channels on all of our tvs instead of the Comcast package that we get the digital on demand on the main tv and the rest would get limited channels and not the on demand feature.

I thought what a great deal for all three services in one less expensive bill with free installation.

Upon the completion of the set up and appt for this installation I was informed I would receive for my recent upgrade and change a cash back reward (visa gift card ) as another thank you for being a att customer.

I was told I would receive 250.00 cash back Visa card and would expect to receive a flyer in the mail for this gift offer.

I just received the flyer in the mail and having a terrible time trying to access the site (getmyrewards.att.com)

Finally after going in to so many websites complaining about the att offer, I now know I too am very disappointed with att and their fraudulent offer.

When I first called att to install the internet high speed through DSL (which I still have to return to att and pay for the shipping and handling costs to return since I upgraded) I was also told about the rewards gift for getting high speed internet installed and told the reward would be 250.00 gift card and they would send the information by mail so look out for it and make sure to log in and register to claim this gift.

Well somehow I was able to actually find this website but the offer that I qualified for was for only a 50.00 Visa gift card 200.00 less than the rep. had told me.

Is this common practice to lie to the consumer to sell a product/service?

I would think with all the complaints (I see many more complaints) we would be able to do something about this and file formally.

Thank you for your time and please let me know if we can resolve this issue?

Summer Wion
[protected]@att.net

Rules to the at&t wireless consumer*

1. Dont call in to customer service yelling!
2. Always check you rollover balance!
3. Look at the bill before you cal in assuming you have been over charged!
4. Dont kill the messanger!
5. Dont lie! Things happen, we really do understand. We and consumers also.
6. Dont claim you shold have a wireless phone insurance. (If you didnt ask for it and you havene been paying for it then you dont have it. This goes back to rule 5 because if there was something on the bill you were paying for and you really didnt ask for it you would hacw called in to have it removed asap!
7. Asking to talk to a manager is ok. Reps are not threatened by that.
8. Accept responsibility for you own actions!
9. Stop under estimating your children. Thgey kow more about cell phone than you do!
10. Pay you bill on time and when you dont expect a $5 late fee (Most states) and its past due 10 days or more expect to be disconnected and expect the $36 reconnection fee!

The att network in iowa city, ia is extremely unreliable. Do not sign up for new service with this company as you will be extremely disappointed. Both thier network as well as local representation are unsatisfactory. The network signal is constantly lost, sos mode is constantly keeping you from making/receiving calls, plus they've been promising 3g in this area for years and keep doing so time and time again with out delivering.

My mother-in-law, who has been an AT&T customer since 1963, was so exited when uVerse became available in her home town of Bedford, TX. She signed up for the entire uVerse package; phone, TV, and internet. That’s when the nightmare began. Three days after the installation, the entire service went down. My mother-in-law was w/o phone, TV, or Internet. We contacted technical support and a tech was going to be dispatched the following day. The next day the tech did show up, late, but told us they couldn’t find a problem and scheduled an “underground” crew to come out the following day. So in the first 5 days of service, the entire service was out for two of those days. My mother-in-law wasn’t comfortable being w/o phone service, so she asked if she could switch the uVerse phone back to a normal phone line. AT&T scheduled that for the following Tuesday, but told us that she would have to pay $5 more a month than what she was paying previously because the plan she had had for 40 years was no longer available. On Monday, the internet went out, she called tech support, and they walked my mother-in-law through resetting the uVerse box, which seemed to work. AT&T didn’t get around to switching the phone until Thursday (remember, it was scheduled for Tuesday), and in those three days, her Internet goes out two more times and her TV goes out once. Resetting the box and waiting 15 minutes fixes the issue each time, but on Thursday, when the phone is finally switched back, the TV and Internet go out again. Resetting the box doesn’t fix it this time, and we call technical support. They say there was nothing wrong with the line and they dispatch a tech. No tech ever shows up, but everything starts working again at 10:00 PM the following day. So, if your following me so far, in the first 10 days of service, uVerse was unavailable for 5 of those days, my mother-in-law and I have spent close to 8 hours on the phone with various customer service and tech support departments, and taken two days off work. At this point my mother-in-law decides to switch back to DSL and just keep uVerse TV. We contact AT&T on Monday and they tell us there would be a tech out in two days to take care of that, but they cannot give her DSL for what she was paying before (the promotion was over) so instead of $14.99, it would be $20/month. We reluctantly agree. We receive a call on Tuesday confirming our appointment for Wednesday, so I take another day off to be there when the technician arrived, but no-one ever shows up. I contact “customer service” to let them know the technician never arrived, but instead of apologizing, they went into a “sales spiel” and ask if we wished to upgrade to a higher speed DSL service for only $14 more a month. They couldn’t tell me why the service department cancelled our original service order, and to make matters worse, they can’t get another technician out there for another two days. I “politely” explain to them that we want the same service as she had before (the same service that was suppose to have been installed today), I reschedule the DSL install for Friday, and I hang up the phone. Not more than 15 minutes later, the uVerse stops working again! We contact technical support, yet again, and are told that they cancelled our uVerse service all together since you cannot have uVerse TV w/o uVerse internet. They didn’t bother to let us know that when we scheduled the DSL install, they just turned it off! So now my mother-in-law has no TV Service, and DSL isn’t suppose to be installed for two more days! We told them that was fine, we cancelled the DSL installation, and called Time Warner.

So to summarize our AT&T uVerse experience; we had the service for 17 days. We were without a phone for 2 days of those days, had to go without TV or internet for a total of 9 days, spent over 10 hours on the phone with technical support and various “customer service” departments, and took three days off work. My mother-in-law is now being charged $5 more a month for phone service, she is no longer getting DSL for $15/month, (she opted to go with Time Warner Roadrunner for $30/month, she figured if AT&T was going to charge her $20/month anyways it was worth $10/month to have more reliable service and to never have to deal with AT&T Technical Support again), and to top it off, has to unhook and drop off all the uVerse equipment to an AT&T RMA Center herself! They couldn’t even send her a box to ship it!

I don’t know if AT&T’s new uVerse service simply doesn’t work, if my mother-in-law’s house is just in a bad area, if AT&T simply hasn’t trained their personnel properly, or what. But if you’re considering switching to AT&T uVerse, I would suggest you don’t, or at least you wait until all the bugs have been worked out. Or better yet, move to an area where Verizon FIOS is available! :-)

As with other (previous) complaints, the website does NOT exist. I attempted to go there to redeem my reward and was rewarded with the following:
"DNS error occurred. Server cannot be found. The link may be broken."
And I'm supposed to "Hurry!" and "must redeem by: 09/16/2009"?!? What a great way to thank me "for being a loyal AT&T customer." More like a joke or would that be fraud?
Has anyone called the [protected] number that was in the fine/tiny print on the flyer?

Despite having both an Equipment Maintenance Plan ($6.00 per month) and an Inside Wire Protectin Plan ($7.50 per month) I discovered an $80.00 charge for a service call regarding a modem I have from AT&T.
Upon inquiring at AT&T I was told that the plan in fact does cover the charge and that the DSL service department does not have visibility to the fact that I have the coverage so whenever they send a technician on a service call it automatically appears on your bill and you have to contact them to get a credit.
How many people jhust pay the bill?

I as a manager of Plumbing company received a call from sales manager from At&t about advertising in the online site of the pages. In the negotiations participated another manager from my company and me. The main reason for us to agree to the contract was that the sales manager Ren Johnson 10 times confirmed that we will stay on first page for one year, for the money we pay every month without additional change. Not on the first places but on first page. She promised she is sending package with papers where this is stated. After one week i received a call from another agent offering me to pay 3x more to At&t every month in order to stay on first page. Then i figured out we have been cheated by a crime syndicate. We discussed the problem and that the main reason for us to agree to the contract doesn't exist, which makes it invalid. We offered to them to cancel it or we will go to court. The answer we received was that we can't cancel for one year. Be aware of this racketeering scheme . After a month bill came but no papers. We are on second page and do not get any calls at all. They deserve taking them to court an sue them for the lies they sold me. For their racket business practices. And for racial discrimination.(Due to my accent they thought i don't understand what i am doing.)

I submitted a rebate form to the ATT Reward Center on 4/4/09 after upgrading my internet to high speed internet. This was supposed to give me a check for $79.99 to offset the purchase of a modem that I got at the ATT store. I filled out all the forms including the serial number of the modem and mailed it in promptly. It said I'd receive a check in 4-6 weeks. A month went by and I called in to check. They said they got my form but it was missing the serial number. The rep said to just read it to him and he'll re-enter it. I did so. The check he said would be in my mailbox in a week. Another month went by. I called again. They said they need me to fax the serial number in to them on a piece of paper. Even though this is the THIRD time I've given them this info, I fax it in along with a copy of the orginial serial number on the box. They said they got it and the check will be there in a week or so. Another month goes by. I call again. They apologize. They said they said it's still processing. Another month goes by. Now it's almost FIVE months since I submitted it.

This is a scam. I think they have no intention of paying and just hope consumers will give up . Don't get taken by any of their rebate offers. It's not worth it.

This last July, a friend told me about very inexpensive [$10.00/month] DSL Internet service through ATT, with whom I already had a land-line phone account at my apartment. I went to their website, where I located the offer, and entered my info, and I qualified for their " online only" deal which stated that I would need to purchase their Netgear router/modem, and install it myself. [$79.99], and pay for the UPS shipping charges.[$12.99], but that the modem cost was guaranteed to be 1oo percent rebatable, and yes, it was only $10.00 a month.
One of the first downsides to the deal was that I had to wait roughly two weeks for the modem to arrive; but I reasoned that the low cost was the tradeoff.
In about 7 days I received a 'Order Confirmation' letter in the mail. Right away, there was a problem; the letter stated that the Internet Sevice would be charged at $34.95 a month. No, no, I called Customer Service, who told me "Oh, just ignore that; you will get the $10.00 per month deal because you ordered the service online."
On the day the equipment was due to arrive, the afternoon passed without a UPS delivery, so I called them in order to obtain a tracking number. [I regularly receive shipments at my address from both UPS and FedEX]
That's when I'm told that ATT had left my apartment number off of the package ship-to info, therefore it was undeliverable. But UPS offerred to hold the package, where I could retrieve it with the proper ID.[Opeb till 8 pm]
OK, so I drove over to the UPS facility that evening, an 8 mile round trip. I hooked it up, and at about 11PM discovered that the modem was not receiving a signal.
The next morning I called Customer Service to troubleshoot the connection.
I explained the delivery problem, and the Customer Service guy says" Wait a minute; being that your Apartment number was omitted, that alters the signal; you can keep that modem, but we need to cancel that order, and re-issue a new order with the correct apartment number. "Are you ready? An 'activation signal date' TWO WEEKS down the road!
These events replayed over again during the ensuing 15 days; another 'Confirmation Order' with the wrong monthly[higher] rate, confused telephone support staff, and delay after delay to receive service.
Now, 2 months later, I was informed that a Rebate Application form was mailed to me [I have not received anything]...and the final last straw?
A supervisor informed me today that "Internet orders are not eligible for the $79.99
Rebate!"
All in all, I was lied to, misdirected, treated to ineffectual, poor customer service, and repeatedly given the wrong information.
Maybe those $10. deals prevent ATT from providing training to competent customer service people...I'd better send them a little extra...