AT&T
Reviews and Complaints

On 12-3-08 a U-verse tech came to install internet, cable, and home phone service. At first we told him we may not need the phone service and would use our cells. While he was installing I told him I did indeed need the home phone as our ATT cell service was horrible inside our home. Being that my son is dependent on oxygen(at times) and needs breathing treatments, I have to have reliable access to 911 service.

The tech said, "no problem". He told my husband he would be back later that day by 8pm to get the phone service running. He left the welcome packs and instructions for all services including phone. The install tech provided his cell number to call him if we had any questions. The tech never returned on the 3rd. We called the tech numerous times on the 4th to find out when he was going to return. By 2pm on the 4th, no call back from the tech so we call the main ATT. We are told by ATT Customer Service to keep checking our phone line as the service would be up anytime within 72 hours from when install tech left. ATT even told us our lines were tested and were fine from their end. On 12-5-08, I had to take my son to a doctor appointment at 11:30. Upon returning home a notice was on the door stating access could be granted to backyard and to call ATT to reschedule. I was livid as we were not told anyone needed to come out nor would they need access to hook up phone. We were told to keep checking our phone for service. We immediately call ATT and get transferred several times. The total time on our cell with ATT 64:57. This after being hung up on and having to begin the process all over. We are finally given a person who states it was to late for a tech to come out same day(12-5-08). We ask for a supervisor hoping they can understand what all we have gone through and the urgency on a land line phone. We are told by a floor supervisor it would be Monday 12-8-08 between 8-8 for a tech to be at our home. I had my husband take off work another day to relieve my mother around 1pm at my house. Still by 5pm 12-8, no ATT technician or phone call. 12-9-08 at 8:45am I call ATT very upset explaining what all has transpired. No show from ATT twice and no return call back from their technician. This time it takes over 80 minutes to get to someone who can help me after numerous transfers. I am told by one rep that it would be today(12-9-08) by 8pm a technician would be out. I then get a call back on my cell and a message saying 12-29-08 is the soonest they can come back out. Now we are without reliable phone service if my son would need emergency services. All this due to the first install technician. Even worse, ATT cut my existing Time Warner lines, so I cannot even use my Time Warner phone until ATT some day gets back out to my home. I am now stuck paying for Time Warner which I cannot use, plus ATT. I was told not to disconnect Time Warner until ATT was installed. I do not know where to turn and ATT is simply no help and not very eager to assist. I would never recommend ATT at this point. I am worried for my son that I will not ever know when exactly a phone will be hooked up. This is what I get for trying to save some money. I heard from various people how ATT beat TWC. I do not see it. I am really thinking about cutting 4 cells and shipping this stuff back myself. I cannot find anyone in upper management to assist. When I ask...I have been told no one is available. I will update when ever I get some solution. Thanks for a place to worry and vent publicly.

I ported phone service to Vonage. On 1/10/09, I called to order a dryloop for this. I was promised by order taker that it would be active by 1/15, and it would be seemless.
All service ends on 1/14, AT&T support tells me loop will be active on 1/15. I have the chat saved as a Word document. On 1/15, I call to get status. Two AT&T folks tell me it is going to be 1/19 according to their records. It seems that this is written in stone, and no one can expedite it.
Result= Two broken promises, and unwilling to take corrective action for good customer service.

Dear at&t, your customer service has a lot to be desired. This is such a joke. You send out flyers to go to your website to redeem rewards that you say we can get if we order your product and this is the worst site i have ever seen. I did not have a complaint until i couldn't find out how the heck to notify you. I am do a rebate of $79. 99 for your gateway modem and $100 for ordering your service on - line. You flyer says i have until 3 / 3 / 09. Please contact me or i will be contacting the puco and the fcc.

AT&T is a complete ripoff. When someone from my family wanted to add a line to their account, AT&T wanted to charge an additional $750.00 security deposit. This is the SECOND $750.00 for a total of $1, 500.00 they are holding to fatten their pockets even further. $750.00 was paid to them to get his original phone. He will get this back (or should I say, I will get this back) in 1 year, but as a recent college grad and new to the workforce this young man did not have the resources to meet their outrageous requirements. The original account was/is in good standing and debited each month from his account and is paid up to date. Not only am I posting here, but I'm also contacting the Better Business Bureau. I can understand the deposit on the first phone, but the second security deposit is just plain robbery.

I have a GO phone for my 85 year old elderly mother living in a nursing home in FL, I am in NY. Last September it came to my attention that her minutes expired and for some reason the automatic billing did not go through and $450.00 in unusd minutes expired. After several calls to ATT they gave us the minutes back with a 25% penalty on a 1 time basis. The same thing happend. On December 9th, my minutes again expired again and again my credit card did not go through on automatic billing. On both occasions I was able to use the credit card that had ben set up for automatic billing to avoid this situation. I asked them why they did not contact me vial e-mail which they have my aaddress, nor by telephone which they have a contact number to reach me. ATT claims they can only contact me via a text message to the phone. Most 85 year olds probably have no understanding of text messages. ATT use of email or phone is for solicitation purposes only not for problems I was told by ATT Customer Service. ATT must have an office that Bernie Madoff works in to steal from its cutomers because thats what they are doing!

My 2Wire modem failed and AT&T instructed me to purchase a motorola 2210, which I did. I configured the modem and the second computer on in my house was unable to access it. Turns out the 2Wire modem creates a LAN within the home phone system and the motorola 2210 does not. AT&T solution? Buy a wireless router and wireless NIC card for my second computer--- which I did, and no one from AT&T tech support could help me configure it and provide me with the specifications. Bottom line = I was out of service for a week with no light at the end of the tunnel. My solution? I switched to Time Warner. Up and running in no time.

When I called AT&T to cancel my DSL service at 5:55 PM, they said it would be shut off at 6:OOPM. No thank you for your six years of business and no inquiry as to why I was cancelling the service. I have two recommendations for the public at large. 1) don't buy AT&T internet services and 2) sell any AT&T stock that you own.

Att is unbelievably incompetent. I am having a horrible experience with a duplicate DSL account I am being billed for, in which I have attempted to cancel several times to no avail. Now as of today, I am getting collection threats from ATT, for bills I never paid. This is a duplicate account! I don't owe them anything! I only need one internet service, which I pay for. This is a duplicate account in my boyfriends name where the name on the account is only his first name. What idiot, I wonder, opened an account for a person named Mark, with no last name!? This is only skimming the surface. I have tried SO MANY TIMES to contact ATT in regards to this duplicate account, but I always have to wait 30 minutes on the phone...sometimes on my cell phone, which I pay for my minutes btw...not to att, thank God! The 2 times I have gotten through to someone...they tell me that the account in cancelled and give me a confirmation number. A CONFIRMATION OF WHAT?! Your service is worthless! Stop billing me for this! Someone please help. I feel like I am being scammed.

There are no excuses ATT...you are awful to me. Perhaps I'll spend an hour on the phone trying to call you tomorrow...perhaps I will TELL EVERYONE I KNOW ABOUT THIS AND BEG THEM TO NEVER USE YOUR SERVICES.

Ugh. Your CEO is probably on a Yacht in Dubai on his private island with a bunch of hookers. EVIL, EVIL TELECOM!

Can you tell I am angry? ;)

Campaign Name- $79.99 for purchasing a wireless gateway and ordering AT&T High-Speed Internet
Reward chosen $79.99 check
Per the e-mail sent to me on 09/09/2008, a check was too be mailed to me on or about 10/09/2008
After approx 5 phone calls to At&t still no check and this is already 01/07/09. This is a classic example of the proverbial run around by a large Corp. that doesn't want too live up to their commitment. My next course of action is too contact the Fort worth Star Telegram Tx watchdog and have them intercede for me too get some action.

speedS

we were promised 300+ dollars for switching all of our services from comcast to att.We have received a check for only a hundred dollars, Why promise some thing and not full fill the promise?Had I known what i know now I would never have changed services.If this is the wayyou operate I will certainly changeback when I possibly can.This is a very disappointing to say the least.
. Bob Booth

I refered 2 people to use their servive and I have been trying to get my reward visa cards since july. I have spent about 30 hours on the phone trying to get my rewards and every time they tell me something else why it has not arrived. Today they tell me that I will never get the rewards because I had entered them incorrectly on the computer. What a croc! I am upset and very disappointed with the many problems with the service and with their con game!

Almost to 2 months waiting for reward for dsl router. When I ordered the service I was offered a reward for this router. After the first bill I called att reward center and was told that they hadn't any information about my rewards so they "put" a info to get a reward for me. Three weeks later I called them again - no information about any rewards for my account!? So they "put" it again. Two weeks after that called the third time... Guess what? No information!

After nine months of complaints of lost signal on tv and internet, ATT states it's a wiring problem beginning outside our building (a four unit condominium), and although our neighbor across the hall has no problems with her u-verse, that's because ATT rewired her unit when u-vetrse was installed. Our unit wires go through 'all the other units' before getting to us, therefore we have too much interferece, and consequently, loss of signal.
ATT says it can't do anything.

For signing up I was to get $50.00. I never received my $50.00. If I don't receive it by the end of January, I will cancel AT&T accounts.

After 2 years the regular monthly plan contract with at&t, I switched to a pay as you go (buying call card minutes) plan in July 08. In mid october, my phone suddenly stopped working, asking me to "activate my plan". when calling at&t customer service, took 2 hours to determine someone gave away my phone number to another customer. They insisted that this customer was able to walk into a store, give the right confidential information to (my) phone number on one of their phones. What was this? Identity theft? It was established I've had this phone number for over 2 years. When I'd eventually hang up and was given promises someone would call back to resolve this...no one ever did. I called back multiple times during the course of a full week. One "supervisor" initially wanted me to go to the nearest AT&T store ad they'd give a new sim card and a $20 credit and I refused because it was crucial to keep my phome number. So, a week later, one of their techs in texas realized that someone transposed one of the digits when they transfered the phone number from this other customer. So gave me back my number, but wouldn't give me backthe minutes I had originally had on the phone because I had to now "activate" the phone again, and the only way to activate this (as they saw it a new account) was to pick a more expensive plan which I had to stay into for 30 days. As soon as I finish my minutes, I'm throwing away the phone and transfering my number to my new virgin mobile phone I got for xmas.

I purchased the Pro DSL service with the wireless Gateway ($79.99). I checked the website shortly after I installed the Gateway in early September and the website said that there was no need to do anything to get the Gateway rebate. After 3 months of not receiving anything, I've checked the website again and found different instructions. I had to go to https://rewardcenter.att.com/Default.aspx#%7B%22__s%22%3A%7B%22Checkbox2%22%3Atrue%7D%7D

and fill in my phone number, which took me to the Gateway Rebate form. I filled in the Gateway serial number and noticed in the reward "more info" section that now it says that the rebate must be postmarked within 90 days of installation of the Gateway. Since it's been over 3 months since I installed the Gateway, I wonder if ATT will mail me my rebate. They are so sneaky. 3 months ago they said that you don't need to do anything to get your rebate. And now they want you to fill out an online form to get the rebate. There are very few people who would go back and check to find out that ATT pulled one over on them. If they deny me, I'll file a complaint. Did anyone actually print out their earlier webpage saying that there was no need to do anything to get the rebate. This would be great to submit as "proof" of their earlier promise. Thanks in advance!

I worked for Cingular Wireless prior their changeover to AT&T Wireless resolving number portability problems. During the early stages of number portability, our support group was inundated with trouble tickets generated by customers who were very angry to have discovered that their phone number was ported to Cingular without their permission. After some investigation on my part, I discovered that as part of the initial process, the contracting group that wrote the code for this process, had written some code which allowed customer service reps. to take down information from customers who called to inquire about porting thier number to Cingular. The customer service reps., would tell the inquiring customers that they would take their information down and "save" it in case the customer later made the decision to port their number to Cingular. What the reps. probably did not know, was that this information was saved in the form of a file, which was then automatically fed into a "batch" job which ran at night and ported the phone number over to Cingular with the "saved" information without the customers approval.

There were literally thousand of these tickets. I personally worked hundreds of them. On several occasions, I spoke with the team lead in charge of writing the code for the portability process, and she told me on 3 different occasions that she had voiced objections to installing this "informational" code due to legal and integrity reasons, and was told by Cingular upper management that they insisted that this code be installed.

I contacted the PUC in Texas about this illegal process and was told that they would not investigate a comlaint regarding slamming unless it affected me personally on my wireless account. They would investigate 1 complaint, but chose to ignore somebody with valid proof that they were salmming thousands of wireless users. So there you have it, AT&T Wireless willing to defraud thousands of people - DELIBERATELY. If anybody that works for, or supports AT&T Wireless, is angered by this and doubts the accuracy or honesty regarding the above statements, I would be glad to provide the names of the contracting company that wrote the slamming code, the team lead who was instructed to write and install the code, and the people in WLNP suuport group who worked these tickets.

The FCC gave the thumbs up for ATT to purchase Bellsouth. Again giving way to a monopoly. I didn't agree with the first disbandment of ATT and chose to stay with them all these years. Leased their phones, paid higher per minute charges for long distance and finally they came out with an unlimited plan that suited me just fine. I have never had a complaint with their service. I never once jumped ship. Home telephone service was thru Bellsouth. Service was reasonable and I have no complaints with them until nephareous companies began slamming. According to Bellsouth at the time, these charges for services are out of their control. I paid them. I had one heck of a time tracing original company for voice mail services but after a year finally got those removed. Lost all that money tho. Home telephone service got a state authorized increase in utility charges. The billing was getting expensive and the "new" fees began to show up. The telephone company states these are goverenment mandated charges (taxes). I call these "BYC" fees. They range from 13.00 to 15.00 per month as of today. BYC means "because you can". So, I called bellsouth and was going to cancel home phone service due to the byc and higher service charges. They offered me a "permanant" home phone service for 18.95 with added bells and whistles. They assured me this was not a 90 day or 6 month teaser rate. It worked just fine, for over a year, until ATT took over. Now the nightmare begins. Began having problems immediatly. All charges immediately increased. When you call customer service they are not only rude but downright disrespectful. After explaining that these charges are not what I agreed to they simply ignore the concern. First, you don't get a bill, then your late-late fee plus interest is applied. When you call about this-more rudeness and then they want payment over the phone at a charge of $5.00. Now your paying $5.00 late fee plus interest plus $5.00 payment fee on top of being overcharged on homephone, long distance, and internet services. The suggestion is to pay the bill online. I followed their suggestion begining last April. Seemed to work fine. Went online, paid the bill, got a confirmation number. Charges still high and can not get satisfaction. May-paid the bill. Got a confirmation #. Did so in June and July also. In August I get a bill in the mail for #377.00 dollars. This was on the 31st of August. I am fit to be tied and now I act like they do. This was my fault because I did not confirm that payment was removed from my checking account. Pay the bill for $5.00 again. On Sept 11 I get a call on my cell phone and told my home phone has been disconnected. I call again. This time I'm told the phone was disconnected for "returned check". I call again, after explaining my complaints I'm told: "pay your bills on time" and "your the one who wrote a bad check". I got a supervisor. After over an hour on the phone the supervisor gets to the bottom of the problem. Offers refunds and appologizes and assures me that account will be corrected. I ask to be removed from online payment and return to mailed billing. What had happened since: still overcharging, didn't send a bill in October. Told it is a "courtesy" to send me a bill and it's my responsibity to get payment to them. I did a 2008 telephone bill account audit-jan 08-dec 08-overpaid by $483.83 to date. Smoke signals or two cans and string would be easier than dealing with these thieves. They disconnected me again on Dec 12th. I asked to discontinue service. Paid them again. The phone rang on Dec 22.

When I signed up for this bundle package, I was told by the opperator that I would be receiving a series of 3 actual checks in the mail...that I could physically take into the back and cash. I remember this conversation very clearly because I was not very happy when I had to pay for the modem. When she explained the cash back thing, I felt better about it. I made several phone calls into AT&T, and was told that they were going to investigate this, but of course never receives a phone call back. When I asked the next opperator about it, and if there were any notes left in the computer? There were none. I have now cancelled because I don't feel good giving my money to people who faulse advertize. My friend is going through the same thing with them too. There answer finally to both of us is we should of redemeed the cash back on line. WHERE? I have searched for a place to so called get your cash back and all I get is " No Results Found" Or they want you to sign up fot the offer..Well I have the offer, I want my C/B.

As I write, AT&T has failed for the THIRD TIME to make their service installation. First time I waited all day, no one showed, no one called. I called them twice, each time told they were behind but that I could expect installation that day. After first day was blown, AT&T rescheduled installation to two weeks later with asking me. There has got to be something about scheduling an installation without my express authorization that is illegal. Nonetheless I took the day off and you won't be surprised to learn they stood me up a second time. I was so angry I worked my way up the supervisor chain and found a woman (Christine?) who promised me 3 months of free service, and a guarantee that installed would be rescheduled the following Monday with my house first on the installation list that day. Well, that is today - and they have again failed to show up. I repeated the whole process up getting bumped up the supervisor list, until I found someone who told me that a technician had just been dispatched to my job. I guess that is how they work - pulling techs off of jobs to do installs for irate people who have already been SUPER-screwed, so the other people that day will be just a little screwed frustrated.

Here's a bright idea, schedule fewer install appointments for a regularly priced service, offer pricing incentives to customers who have scheduling flexibility (home most of the day) and basically keep your scheduled appointments and fill the in-between time with customers who have that flexibility.