AT&T
Reviews and Complaints

I started noticing a distinct downgrading of customer service in 1991 from AT&T through their telephone service. I had them for my home and business for decades. It took three years of frustration with them before I finally gave them up for another carrier. Two years ago I wanted to give them another try at earning and keeping my business. This time I did not wait a full three years. Their customer service not only did not improve but got worse if you can believe it. This time it only took me 1 1/2 years before I felt like the fool and canceled all their services again.
I understand that psychologically it is very difficult to switch from a company that you have been doing business with for years in hope that they will turn a new leaf and start to treat you better. This is known as the battered wife syndrome. Yes this does apply to other situations other then your marriage. This is what companies such as AT&T count on. They know you will eventually leave but they will try and get you to hold on as long as possible before you decide to drop their service. If you keep the service for anytime after you first call up to drop it, AT&T considers this a big win for them. Another words free money! Don't forget if they make an offer to you over the phone you have with thousands of others found out that it is not binding. You can request their offer in writing but will not get it.
In the 70's and 80's we use to have AT&T come into our offices and train our employees on the correct dicipline for telephone customer service. They were geniuses at it. Again as stated above I noticed that AT&T stopped utilizing their own company policies about telephone customer care and never looked back.

I have had uverse for a few years, i really like the dvr because you can record 4 shows at once but that is the only benefit. when I first signed on, they told me they were giving me a $150.00 rebate and sent me $50. when I called them, they told me I misunderstood. I thought it was just me until I read these other complaints, meanwhile my serivce seemed to get pricier and with the economy the way it is, I called and asked them to cancel my tv service and just keep my internet on, they told me if I keep the basic cable (which I am paying over $40.00 a month for_not even cnn or tnt) that they would give me a $25.00 credit on my acct. for the next 6 months, I agreed but never saw that credit, when I ask about, they act like I imagined it. Now my finances are slightly better and I want cnn added to my service, so when i talked with them today, Im told it will be over $50 dollars so, whatever, I want it so I said ok, but after being on hold for 10min, they came back and said I need a credit card on file, I gave them my visa debit card number but, no it has to be a real credit card, and I have canceled all my credit cards and they refuse to upgrade my service without a credit card. whateva!? I love my dvr from them and dont want to lose the saved recordings I have on them but Im going back to time warner asap. o and another thing, theirs system goes down alot and you have to be the one to reboot everything! Im learning to be a electrical tech, if anything!

PLEASE DISCONNECT MY UVERSE TV. AND INTERNET AS SOON AS POSSIABLE.
YOUR COOPERATION AND SPEED WILOL BE GREATLY APPRICIATED.
VERY TRULY YOURS.
WAYNEG. JONES 586 BROOKPARK Dr.
CUYAHOGA FALLS OHIO 44223
PHONE [protected]

for the most, i am unhappy with Att uverse. first i loose tv signal and internet service when it rains. I want to pay bill online sometimes but can't, when i try to talk to a customer service agent, i would get atitude from them or want to charge me a service fees for pay my bill. Most likely i will change my cable and dsl service with verizone or timewarner soon. I would rather have no service than go back to Att uverse again

I completely agree about the advertising, it's extremely annoying. I can usually get it off the screen but it's usually delayed and stays on a couple minutes before it finally goes away.

The only reason our household stays with U-Verse is because we're grandfathered into a deal and pay $20 less than what they offer now which adds up over time. But we've definitely had our share of problems with them.

My daughter and i get 700 minutes a month. Usualy our bill consist of a $104.00 charge for both of us. This past month a charge came in for $387.74! You can imagine how shocking this bill comming in would be for me. Im a single, jobless, mother of two. We are fairly limmited. So I called the AT&T company and they said we had when over our minutes. On the AT&T website they have a "minutes detail" tab and you can sign up and see all of the minutes that you used. I looked at all of the minutes and i couldnt see where the minutes where comming from. however its there word agenst mine so i paid the bill and desided to keep up with our minutes from now on. I checked our minutes 2 days ago (6/26/09) and we both had 112 minutes to share. I told my oldest daughter to go easy on her anytime minutes because we only had 112 untill the 5th of July. The next day i checked the site and it said not only had we used our 112 minutes but we had also gone over 72 minutes! there was no way. I immediately called my daughter and asked if she had been on the phone, both her and her father told me her phone had been dead the whole day. so there was no way the minutes could have been used! i then checked the site and it said we had only used 12 minutes! i called the company as soon as i pulled it up and asked where all these extra minutes had come from and they had no explanation. AT&T no longer cares about any of there customers and is quick to chage you anywhere they can. Watch your billing.

AT&T Advertising's Yellowpages.com is the most worthless advertising investment a company could ever make. All a business needs is an updated Google Business listing which is 100% FREE. Keep this business listing updated, and keep your website current and your customers will find you.

Also beware of the auto-renewal clause in the yellowpages print and internet advertising contracts. You may tell your sales rep that you do not want to renew, but if you do not do so in writing (with registered mail, return receipt) Yellowpages will automatically renew your advertising contract for another year and your sales rep will automatically get another commission of of you and your worthless ad.

Beware after you mail a notice of non-renewal to yellowpages you will get tons of calls from AT&T and its L. M. Berry minions demanding that you continue to do business with them.. Just say no to worthless advertising, say no to AT&T Advertising's yellowpages and yellowpages.com!

I am very sick, the internet is my only contact with my family in France. I cannot contact my doctor and the hospital. TONIGHT AT&T ASKED ME TO RESET MY PASSWORD 11 TIMES AND THEN IT SAID THAT THEY LOCKED MY ACCOUNT BECAUSE I CHANGE THE PASSWORD TOO MANY TIMES. THERE WERE 11 "CARE CODES" I AM STILL WITHOUT INTERNET. AND TOTALLY ISOLATED BECAUSE OF AT&T MANIPULATIONS, LIES, AND HARRASSMENT. I AM 80 YEARS OLD AND I CANNOT AFFORD AN ATTORNEY.

I recd a letter from Franklin asking for money for services from AT&T DirecTV which I never availed. When I told it is an error from AT&T part and I shouldn't be getting this letter the representative from there yelled said then get a proof that you didnt get services from DirecTV. how do you prove you didn't get some services? You could prove you had it and paid for it but how to prove their error? And she kept saying get a proof or its not my problem.

yes received a letter from franklin collections said they have sent us several no way at&t I just talk to them and i him not sending this agent anything

Right on...most ignorant group of folks I've ever encountered. I just hope that all who decided to sell their debts to them understand that they should try and negotiate a better deal - at the rate Franklin Collection out of Tupelo, MS is conducting their business they're probably pretty successful.

I returned AT&T U-verse equipment undamaged and several months later received threatening phone calls from Franklin Collection Agency asking for almost $500. That was 9 months ago and they're still harrassing me. I've asked them to take it to court because I have a tracking number that proves that I returned the equipment and I'm not paying.

I purchased FastAcess DSL from At&T. The agreement was that I pay $100.00 for the modem, and then I would receieve a rebate for $100.00. This was in Feb. 2009, the "rebate" would be mailed to me within 4-6 weeks. It is now July 31, 2009, and after many calls and new information sent to AT&T, still no rebate. Each time I am told that I will receieve my $100.00 within 3 weeks. How many more "3 weeks" will it be? I am very disappointed in this company.

I am sorry that you are not happy with yellowpages.com. I was looking online and found a website that you can have a FREE ebillboard. You can also do advertising on this website. Just go to seekshallfind.com. I was talking to my friend Mike that has a ebillboard and like it. He was telling me that he can go and make his own changes on this ebillboard. He like it because he can see how many people has been looking at this ebillboard. I hope this helps you.

make sure that they didnt credit your account for this eqipment and try to call the customer service dsl billing and inform them they might give you credit because I order my modem after I realize it was free and they credited me

I was billed $ 12.95 plus applicable taxes for monthly Efax and Voicemail services from Rocket Communications via Transaction Clearing (3rd party billing company), which I didn't authorize. I saw it on my AT&T bill and called Transaction Clearing, Rocket Communications, and AT&T (who are aware of this scam) to have the charges removed.

I would like to know how someone can open an account with Rocket Communications without proper authorization. Apparently, anyone with access to the Internet and the White/Yellow Pages can open an account for someone else with this company. I can see from your web site that I am one of many who have experienced this scam and yet AT&T still allows it to occur.

i have been with att since july of 08 and have had to call every single mnth when i get my bill...where does this get me?absolutely no where but the run abouts like alot of other ppl...we shldnt have to deal with this for the outrageous prices we pay for somewhat of nothing! i will b movn my services elsewhere whenever my contract is up but until then i will have to deal with the mnthly bs! i hope someone can get further than i have with this co...then on top of everything...they are tryn to make me pay an almost $500.00 phn bill just since a recent move...thier sayn i didnt pay my landline service for 9mnths...what phn compny wld let a customer go that long without payn thier bill to begin with?
good luk ya"all!

Hey Everyone!
I was thinking the same thing because I too tried typing in the website they gave me in order to get my $100 reward. And Since it didnt come up when I typed att.com/rewardscenter I called back to figure this whole thing out and this was the problem with me... the website is actually att.com/rewardcenter (NOT rewardS, with an "s" at the end of rewards). I typed it in without the "s" and the website popped up! It has a lady on the phone and then to your right it gives you 3 options to look up your account. Pick one. Then it will ask you for your zip code. type it in and then it should show you your reward. To the left of that you will see where it says REDEEM YOUR REWARD. CLick that and then it will show you the a timeline of the estimated date you should receive it.( you may have to temporarily allow pop-ups in order to see it) Hope this helps!

I was told when I changed to att.net for my service provider (computer) that I would get a refund of $125.00 and I received a notice to contact getmyrewards.att.com.
I have tried many time to get this web site and just get a run around. What is wroug with this system? Why don't you just sent me what I was promised?
This is bad business.

Jerry R Gravitt
100 Cline-Smith Rd
Cartersville, Ga.
[protected].

I have gotten ALL the rewards promised to me. I signed up back in August and have already gotten ALL of the rewards that were promised. I recieved $100.00 (in two $50.00 checks) then $125.00 and the $50.00 visa card and my $75.00 for my modem. Hope everything works out for all of yu asap. The rewards are there. The only one I had to call about was the modem and I had to call them to let them know when I made my second payment and they took care of the reward right then. Very happy customer.
LeeAnn Johnson

You guys make it sound so easy when you sign up for your U-Verse, to get your rebate of $100. Seeing all the other simular compaints, I wonder if you are no better than Charter when I got their package. I was hooked up on Sept 19th, account #[protected]. Maybe should go back. Harland E. Zell hm.zell@sbcglobal.net

We are waiting to hear from our rebate and we have also gotten the run-around. Every time we call we get a different story. They act like they don't know when we started service, and they tell us to keep waiting for it.
They changed our phone number, so that they could restart the wait time for the rebate, since it "hasn't been 30 days yet", according to them. We pretty soon we will be contacting the Better Business Bureau. I wasn't going to have phone service with them, but I decided to do it as a cheaper alternative, plus they promised a $170 rebate if we took the "package." I encourage every other person who has had trouble to also tell others.

http://rewardcenter.att.com

This is the website that works. You can not use a search engine. Type it directly into the address bar.

It is not empty. What is the matter?

Why are you asking again? You have my comment here above.

I was informed I would obtain a reward and I cannot even contact att.com
All I find are complains. What kind of trick is this?
Very disappointed! What should I do now?

Jady de Mesa 8/26/09

I was promised $250 cash back and I have it in writing, but only received $200. I called and asked what happened to the other $50 and they said that they didn’t have any record of it, when I informed them that I had a copy of the IM conversation with their sales rep. they said “well we can give a $50 gift certificate”. Personally I think this is just a bait and switch. They hide the rebate in a letter looking like an advertisement, which I think they hope that you will throw it way thinking it is an advertisement. . When you open the letter you have to go on line to claim it. Why! They have my address, why not just send me the money promised. I have written the Better Business Bureau and my states Attorney General. My advice is simply think twice before getting this service. The system is not bad but if they treat me, the customer this way now, what will they do latter.

Signed up for AT&T internet service here in Houston, Texas. I was told my first bill would be about 103.00 dollars. They demanded that I sign up for direct withdrawal. After I signed up for the service they mailed me a router and service that did not work. Then they said they had no record of my service. So a service technician came out did absolutely nothing then charged me 200.00 for coming out and an extra eighty dollars for a second router. Guess what he never brought a new router to my house I already had the one they mailed. When i got my first bill it was a whooping 450.00 dollars for the internet to be turned. Disputed the charges which they withdrew directly out of my account. I had a bad experience with AT&T. They did nothing to correct the bill.

I have been a Directv customer for 23+ years until I decided to cancel my service in early February 2021. When I canceled the service, I was told by the agent or CSR there was no cancellation fee due to my service tenure. Yesterday (2/21/21), I learned that my account has an outstanding balance of $240 for an early cancellation fee. The agent I spoke with yesterday was not helpful as it looks like “he did not have all the information about my account” and instead provided a PO Box address in Dallas. He did mention that one of my receivers was replaced in 2020. True, it was replaced because it did not work as it continuously crashed/restarted. To summarize, I was automatically pushed into a 2-year contract (after 23+ years of loyalty) for replacing defective AT&T equipment. AT&T equipment, for which I was charged a monthly fee. It is not only a despicable or shady practice, as the Class Action Lawsuit (2018) stated. It’s the lack of integrity that got me out the rails. Below is an AT&T core value from their website:

“Exceeding expectations. AT&T satisfies this part of its mission statement by offering attractive deals to its customers and other stakeholders. For instance, the company goes out of its way to help its customers get a technological upgrade through its trade-in program. Such customer-friendly opportunities are perhaps exclusively available only at AT&T. This is just an example of many other ways through which the company reaches is out to benefit its customers through technology. The company also offers attractive discounts, a treat that goes a long way in promoting customer experience.”

AT&T definitely went out of its way to promote a positive customer experience. AT&T replaced "their AT&T defective receiver" by locking me to a 2-year contract after 23+ years of customer loyalty. I will post this message on every social board as AT&T's behavior is repugnant.

lie # 1 service is $54/ month. You find out when you get the bill they charge $75. Then they say you have to apply for $21 rebate on line. It told 1.5 hour and numerous tech call to apply. It takes them 2 months to process which is not retroactive.
Lie #2 You cancel anytime no charge. Truth it cost over $400 to cancel.
Lie # 3 The 5 recievers were free the 1st year. Truth they are $5.00 per month. We had 4 they charged 5.
When i called to complaint about my bill I paid $60 over the phone. They took it from my checking account and did not take it off my bill.

It is a total night mare ever step of the way

AT&T is charging me over 170.00 for internet that they never set up. My first bill was "0.00" and I thought to myself... "Why do they bother sending bills for zero dollars". As time went by I had moved out of the place that needed internet, they never came to install internet... They never called me and I had no reason to call them since I was going to be moving to my prior residence. A couple months past and my sister (who owns the place I was at before when trying to set up my internet) told me she was receiving bills from AT&T, I opened up the bills and they're charging me for internet service that was never installed, I'm getting late fees and all this crap. They're not getting my money obviously but seriously if you are stuck with AT&T like I (almost) was then watch yourself. Hopefully I can resolve this as I don't have any intentions on sending them a single penny for a service they did not ever provide, install or help with. Boo-Ya.

Many months ago I was checking my phone bill only to find that two different companies or scammers had sent charges to my phone company and they in turn charged me. I never ordered either of these two services and was lucky enough to get them reversed eventually. The phone company reversed the charges immediately after I called the two companies. Now one of them is showing up again and I again called and gave them an ear full and they told me that I had ordered this service on the Eversave website which I did not. She said it would take a month or so to get the charge reversed and gave me a confirmation number. I don't understand how a charge only takes a few days to show up on your bill, but when it is going to be reversed it takes a month or so. They are listed in one place as ENHANCED SERVICES BILLING, INC., WITH A DIFFERENT PHONE NUMBER OF [protected]. Watch your phone bills as the agent Dae in San Diego, Ca. refused to reverse the charge even after I gave him the confirmation number. AT&T is not watching out for their customers nowadays it looks like. They are fast to bill improper charges, but drag their feet when it comes to reversing those charges.

I recently moved to a new residence this past September, filing the appropriate notification with the US Postal Service (on-line). I also canceled my cell phone service with A.T. &.T after many years due to their worsening customer service.

I recently received a bill from A.T. & T. for over $700.00 (my average monthly bill is normally approx. $70.00). This bill is dated October 24, 2008. There was no itemization provided.

I contacted A.T. &T. on November 7, 2008 via telephone. I found that they still have my last address on file. I updated this to my new address, and requested that they send me an itemized bill so that I could check for any discrepancies, and that as soon as this was done, I would immediately remit what I legitimately owed them. I was informed that they could/would not send the bill to my new, updated address, but instead would send it to my old residence! I could not convince them that this made no sense, and was just a waste of time, as I no longer received my mail at the old residence, and had, in fact, provided them with my new address. I was informed that A.T. &T did not have the capabilities to change the address! They stated that I could look for my itemized bill on-line. This later proved to be false, as since I am no longer a customer, I cannot log on to their site.

I was also informed that the bill had already been turned over to a collection agency, and that I was being charged 18% interest. I was informed that it is A.T. &T.'s common practice to turn all canceled accounts that are not fully paid over to a collection agency, regardless of lateness, past history, etc.. This certainly strikes me as a very punitive business practice for leaving the loving embrace of A.T. &T. for a competitor.

I have received no other bills previous to now, nor any other attempts to contact me until this latest dated October 24, 2008.

This conversation was held on November 7, 2008 at approx. 1:52 PM PST, with a supervisor named Scott Michaelcheck (sp?). I asked several times if there was any way to resolve this (new itemized bill sent to correct address, reversal of 18% 'interest fee', and negation of credit collection agency involvement). I was repeatedly told that there were no other resolutions available.

I do not wish to: (a) pay a large, questionable bill without itemization/proof of said charges; (b) pay an usurious 'interest fee' of 18% on a questionable bill I was unaware of; and (c) have my credit impaired by A.T.&T.'s cavalier attitude toward forwarding charges to a collection agency.

I am extremely unhappy with AT&T's business practices, lack of customer service, and downright deceptive conduct.

If you are going to turn off your phone service with this company, make sure you complete after the 26th of each month or the billing cycle.

I had 3 bills totaling over 200.00 BEFORE I finally was able to get away from this company. I was told twice after paying what I was told was my final bill, that I had to pay again because the billing cycle was not caught up.

Amazing how AT&T was able to figure out how to bill for services but not able to go into their own system and figure out what it would take to close out an account IN FULL, with all past billing cycles, and if you hit the wrong time of the month, upcoming billing cycle.

I purchased a phone from an AT&T corporate store in March 2008. Since I didn't like the handset I purchased (Palm Centro), I returned it and didn't get another handset. The store representative said that I would be able purchase another phone at the initial discount anytime a phone I wanted was available. Now that I am looking to purchase a phone, both Supervisor Raul Montes User ID: RX371G and cancellation department representative Mike Sillman (refused to give user ID) advised that I wouldn't be able to purchase a phone at the initial discount price. Mike Sillman (cancellation dept) also mentioned that if I wanted to cancel my line or port my number to another carrier, a cancellation fee would apply. This is despite the fact that the initial phone discount was never received AND multiple representatives advised me that I would be able to get a new phone with new contract pricing WITHOUT extending my contract. They instead offered an upgrade option extending my contract for an additional two years.

I am no longer an AT&T customer and never will be again. Had trouble from the day of placing my order and it hasn't stopped since.

I Was promised the moon and the stars for signing up with them and given all these "great deals". I called back the next day to verify some information and was told that no order was ever placed even though I had a confirmation number and a install date. I was then told that I didn't qualify for half of the things I was promised on my first call. I went ahead with it anyway, and to my surprise I was charged over $100.00 for them to hook up a new line to my apartment because the existing ones weren't satisfactory to the technician.

I was also told that my bill for internet and phone service would be between $50.00 and $65.00 a month. What a joke. Every bill I have received this far is over $150.00.

I have since canceled my account with them and called just now to verify that they wont be taking any left over charges out of my bank account, only to be virtually attacked by some accounts receivable lady, who treated me like a criminal because I stated that I have not gotten my last bill and would like a copy before I submit my last payment. She was almost to the point of yelling at me over then phone accusing me of lying about not getting my last statement.

If I had known what AT&T was really like, I would have avoided them like the plague. Never again will they get my business, and I urge people to not go down this horrible twisted path.
Was this review

Do not bundle with AT&T. It is time consuming and frustrating. There is too much confusion among the various departments when you bundle your products. With me, they overcharged me at least 168 dollars because they overlooked a bill I had already paid for my cellphones before I bundled my products. In order to make them aware of this, I had to make a number of calls to different departments--notably, I was shifted between ATT Telco and Wireless (Tellco claimed that Wireless had to credit me from their end, and Wireless had no idea what this meant). After an hour and a half on the phone, it still came down to the fact that this $168 error was being looked into, which, not surprisingly, is the exact same thing they told me about two weeks ago. Honestly, I wish I had staid with Charter. Please let me know if there is ever a class-action lawsuit against these folks!

WARNING: Do not sign a contract with AT&T

I agree completely, I signed up for internet, phone, and television for the stated price of $79.95 a month for the first 12 months of service. My first bill was $137.00 the second bill was $147.95 and the third bill was $211.00. I have talked to at least 10 different people from AT&T and they keep swithing me back and forth between at&t and direct tv all to no avail. I have reported them to BBB (beter buisness bureau) . AT&T is practicing false advertising. I am taking this all the way to the supreme court if I have to.

I do not understand why I do not order and use a service The Enhanced Services Billing Inc. while AT&T charged $12.95 in my private account every October and November 2009. I would like to refund these total amounts $25.90 for me. Thanks

I called AT&T in Jan. 17, 2009, my" bundle" is a land line, internet & Dish Network. I don't remember anything aobut a 24 month contract with Dish Network, however February Dish and AT&A split. I have been totally ripped off. I have a contract I never signed(not my sighature) every time I talk with a customer rep they make promises they don't keep AND THERE'S A $200.00 CHARGE TO BREAK THE CONTRACT. I became the proverbial ping pong ball with each question. A class action lawsuit maybe the only way to get these companies attention.

Houston, TX.

I got home one day and outside was my husband with a young AT&T male representative. This person told my husband that they had this one month free trail promotion. He ended up tricking my husband to make the change from Comcast to AT&T. BIG mistake three days later my husband call to cancel and he was told that he couldn't cause there was no free month trail promotion. Now we are being invoiced for the whole month at a high rate. What can we do? The worst part is that this person left us a receipt but with a signature that can't be read. Can we sue them for false advertisement? I am sick to my stomach knowing that this is what they have to do to get customers and commission.

My service was not working so I called to inquire. The phone rep was unable to assist me and scheduled to have a tech come to my home. The problems started when they sent the tech to the wrong address (where I lived 8 months prior). Apparently my service was never moved - but my bills continued to be received at my new residence. It took 8 days, about 6 hours of phone calls, and obtaining the name/number of a local office to get my service working again. Now (about two weeks after all this) I receive welcome letters with 2 separate account numbers and the inability to access my account info online. I expect I will be receiving 2 bills now. I can't even imagine how long it will take to resolve this. Customer service is useless. I spoke to over 35 separate individuals since this whole mess began. Not sure how to proceed - but if hear one more apology from this company I really think I am going to lose it. There is absolutely nothing they can do to make up for this. I have never received such pathetic service from a supposed reputable company in my life. That is what a monopoly is I suppose. Yay for us...

I ordered service to be installed on 11/29 . I explained to the person (non American) on the phone that I would need a Technician to come out and hook up the line because the home was a new construction and wasnt connected to the box at the street. Well I had to make 9 calls before I realized I could ask for someone in the States! Then i was transfered to a lady in St. Louis to schedule somone to come by. Well the day I had scheduled came and I waited for the tech between 8-noon like i was told and no one showed. So i called and asked for someone in the US and was on hold for 26 minutes and finally got to speak to someone in the US and found out that there wasnt a scheduled tech to come out. SO i said cancel the service and the new lasy was like how can we keep you as a customer and i said get someone here by end of the day! Well I be someone did come and fianlly hook my dang service up on Dec 6. So make dang sure you get everyone name and badge # when dealing with the sleeze balls! O and guess what i got a 6.00 dollar credit! SORRY SORRY folks not to mention the phone system that is automated and it SUCKS! I hate AT&T!

After 4 months of the worst DSL service ever I cancelled it. Returned 2 modems, got billed for a 3rd $200+.I called for an address to return the 3rd modem which I found, no tech support person knew where to send it so I sent it Priority Mail to the billing address with a lengthy, boldly printed note to forward it to the proper department. well... it appears that did not happen and now I have bill collectors calling me. Now I cannot find anywhere on line to contact a human at ATT to clear this up. Oh yes may I add that I spent hours and hours on hold waiting for help w/ this issue and I will not call them again. I need a corporate address or some way to let them know that the Modem was returned and some idiot couldn't get it where it needed to go!

My DSL goes out so frequently, especially on weekends, that I have been unable to work on my online Microsoft Access Certification classes that were provided by Microsoft's Elevate America program. I am very low income but pay for this DSL service that is necessary for me to do these online classes, among the other online tasks that are so essential to 21st century job searching. It is very distressing to pay so much and get such poor service in these deserate times.

This company offers a rebate for purchasing a modem or gateway from them when ordering DSL through their online website. After repeated call backs, multiple phone numbers, and "mistakes" made on their part of handling the rebate offer, I still have not received redemption! Please get these people on network TV under a news investigation and/or legal litigation to get this into light! Do a little research, and there are TONS of people in the same situation complaining of the SAME TROUBLE, and that's just the people who haven't given up yet! Please help!

We had ATT for several years as a DSL provider; we were told that the only way to get it was with a phone service. The land line was unnecessary but had no other choice; the speed was not great and the phone number created taxes and sales calls.

Upon moving in August we were charged a fee for moving both services but we found out through a friend that we could get the DSL service by itself. After much insisting in October, the rep allowed us to ONLY get the DSL service. At the appointed date, the phone and DSL were disconnected and then the ordeal to reconnect began.

1. They lost our new account information. We were repeatedly told that we did not have an account with them; the old account had been deleted and the new one did not show up. We were NEW customers that needed a brand new install.

2. The line could not be connected because no DSL service was available. Of course, we had to insist that our was part of their service area because we had just had it running. Impossible to downgrade if it already worked.

3. The service was arriving to our house and our internal wiring must be bad. Again, improbable since we had changed NOTHING since our service had been up the last time.

The above three were advanced through NUMEROUS tech reps that each had to follow the script and do ALL of the diagnosis. Surprisingly, even when the software guys passed it on the the hardware people, none could see notes on the previous calls. We tried in English w/ people answering in other states, in India; we tried in Spanish w/ Colombian and apparently Mexican reps.
Why is it that every time one must punch in your account number and then gave to give it to each rep that you are handed off to and then STILL specify that it's not a phone number, that it is only for DSL and that we are not new customers that have already talked to their phone numbers several times?

Eventually, someone promised that after the switch in our area was up that we would be contacted. A robocall did contact us that the service was installed but our DSL modem showed otherwise. More calls and finally one of them has my wife open the external box w/ a screwdriver, switch a wire and the green light was on. Our account is restarted but we have no DSL access after 24 hours.
Another round of software reps that hand off to hardware. No way to contact them directly so waiting loops yield the following: your original work order was not acted upon, you could not have had service without it and therefore you must wait to get it installed. Talk to billing for a credit on paid for month even if no service.

We are now counseled to talk to billing as it is a new account who claim that they do not have any record of the lapse of service, only the charges. We are promised a credit for all nonworking days (all but one) but it is not to be reflected for 60 days (they can charge spontaneously but credit in lags). We get a new bill and a warnig to pay off lest we lose service.
A call to cancel service is eventually answered and they the rep tells us, really, "I cannot close your account because our computers are down, please call back." We do, we get a closing number but a month later no confirmation, credit but a new ebill.
Last straw: Today, 10 jan 2017 we get a notice that there has been a new account created on Nov 13, 2017.

We have phone records, names, times to document all of the above but no one to give it to. Sad.

Again, the hardware people would like to come out, promise to call and nothing happens.

http://www.complaintsboard.com/new_complaint/

Here's a warning from those who are even thinking of switching to AT&T from Time Warner... I did it, and can tell you that AT&T DSL service is horrible! I'd describe it more fully, but don't think that the language that I am tempted to use is suitable. Here are the problems:

(1) lousy reliability - well, unless one calls almost predictable mid-morning, noon-time and evening outages good or acceptable.
(2) a lousy approach to customer service - ever try to get through the labyrinth of AT&T "so-called" telephone support numbers? If you have, I'd not be too surprised to hear that you accidentally called the wrong toll free number - they appear to have a toll free number for each employee! Further, their rather POOR voice response systems lead you layer-by-layer through a number of options. If you're LUCKY, you'll wind up at the right place, but 90% of the time you won't.
(3) lengthy wait times once you get your information in - Well, once you land in the wrong spot, be prepared for exceptionally long wait times to get to talk to the "right" person - assuming that the person that you finally did get through to on the initial efforts got it right, and assuming that you were not disconnected.

Though I placed an order for residential phone service and DSL in June 2017, as of Aug. 28, the service has not yet been connected. I have called numerous service representatives, repeatedly since June, only to be transfered around, and then told that the problem is being examined and fixed.

The problem began when my subletter attempted to switch the service out of her name. She called to cancel the service in early June. I subsequently called to start new service. I was told that the DSL service in her name had to be cancelled and completely shut off before new service could be started. The subletter called again to cancel the service. I called again to re-start the service. I was told that the phone service could be switched into my name, but that I had to make a follow-up request to initiate the service.

At this point, I was already getting irritated that the internet service required multiple calls. As I was out of town, I was not able to call back in the designated one week time period. I called the following week, and was chided for not calling promptly. I explained that I had been out of town and that I would like the internet service connected. I was told that the internet service would be connected, but that I would need an installation CD. Did I have the installation CD? No. Could AT&T send one to me? No, they could not send one to me until after the internet service had been connected - approximately seven to ten days. Then I would have to call back AGAIN to request the CD.

I called back after 7-10 days to request that the CD be sent to me. I was told that it would arrive in another 7-10 days. At this point, I left on a month-long business trip to Asia. I assumed that the installation CD would show up any day, allowing my new rooommate to access the internet, as I promised she would be able to do when she moved in.

After three weeks, she emailed to tell me that the installation CD had still not arrived. This was creating a serious problem for her, as she is a student and was about to begin online college courses. She reported that AT&T had left a 'courtesy message' on our home telephone number stating that we "had not completed the set up" and instructing us to call [protected].

On Aug. 28 (Aug. 29, 9pm Asia (Bhutan) time), I phoned this number, from Asia, where I was on a business trip. I explained the problem in detail to the first representative that I spoke to, who promised to investigate the issue and put me on hold for 20 minutes.

A second representative answered the phone. I said that I had explained my problem to the first representative, who had gone to investigate. She said that he had transfered the phone to her, and she promised to stay on the line with me until the problem was resolved. She said that she was in Billing, and wouldn't be able to resolve any technical issues, but promised to see that I got the necessary help. She transferred me to 'level 2 tech support.' By this time, I had been on the phone for more than 30 minutes from Asia.

I explained the problem a third time to Tech Support. He said that he needed to check with Billing. I explained that I had just been transferred from Billing. He said that there was a discrepancy between my name and the name on the DSL account, and he needed to straighten it out with Billing. He said that even if he just changed the name on the tech support side, it would not match the name on the Billing side and would lead to problems later on.

More than 45 minutes after my call began, Tech Support put me on hold to check with Billing. He eventually returned to the phone to explain that the subletter's name had never been taken off the DSL account, even though she had called multiple times in June to close her account. Because her account had not be closed, no new account could be created. I explained that both the subletter and I called multiple times in June to close her account, and I called repeatedly in July to start my account. He said that nothing could be done until she called back to close her account.

I asked to speak to someone who could help me resolve this problem. He repeated that nothing could be done until the subletter called back to close the account. I told him that this level of service was unacceptable. He said nothing could be done. An hour and ten minutes after the call began, he ended the call, unable to resolve my problem. At this point, the subletter and I have spent a combined total of more than 10 hours trying to change the DSL service out of her name and into my name. This is an issue that should be resolved in ONE SIMPLE PHONE CALL. It should not require multiple calls, to representatives who don't do what they say they will do. Numerous representatives assured me that my DSL order was in process and would soon be operational, but after two months, we are still unable to use DSL.

I had the same problem. Awful service, then when I called to cancel I kept getting transfered from one person to another, because none of them knew what to do, or how to go about sending me a return label. I finally got the return label and sent the modem back and AT&T is still trying to charge me for the modem even though I barely had it a month and it only worked for 10 minutes at a time for about two of the four weeks I had it!

You ### should be ###ing ###s instead of blaming AT&T for your buffoonery.