Anonymous
map-marker Glen Ellen, California

ATT wasted 6 hours on phone and had 3 missed appointments!

ATT is the worst experience I've ever had. I needed new service for a house that had ATT. I heard about awful service, but I thought since the service already existed there it should be easy to get the same service again. What a mistake!! After 8 hours on 3 different phone calls, and 3 missed appointments (for which I had to drive an hour to make), I finally got a very nice technician at the house who told me that I didn't want what was ordered, but I needed the same service that was already there. But that what I had asked for!! He said he couldn't install it without changing the order, so he tried for a half hour to get the right department and change the order then finally gave up!!! What a joke! The service people are nice, but can't make up for the horrible management of the company. They do not provide the workers with the tools they need to get the right information from different departments. Shame on them for wasting so much of my time! Now I have to start over with Comcast.
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Hali Oim
map-marker Augusta, Georgia

They are clueless

After being billed for $107 for U-verse that I NEVER had, and having to prove that I never had it,,, ( it was not available in my area) it took 4 months to prove my point, by the way, AT& T actually threatened to send me to collections, I finally got them to acknowledge that I had DSL service and they were being paid on time monthly via auto draft from my bank... fool that I was I choose to keep AT&T ... now I am trying to register on line to see my account on line and for 4 days cannot get the on line registration code.. so I called and was told that there was a a glitch in the system but it's all fixed.. so I try 3 more times, still no code.. call again. told maybe I should request code be sent via mail.. How can I be sure you will send it by mail since that too is automated... I ask.. if you don't get it in 7-10 business days call us back,,,, they say....... are these people totally wacked.. or just don't give a flying fig !!!!!!
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Anonymous
map-marker Fort Lauderdale, Florida

At&t, Munchausen and the disappearing Jabra!

I believe At&t as a corporation has Munchausen by Proxy; It is as if they go out of their way to *** you off, so they can then make the problem all better and give you that warm fuzzy feeling all over again! Making things worse is the fact that each entity...let's say "tentacle", of At&t works as it's own independent, free thinking being, making up the rules as they go along. You know the tentacles: phone sales, onlines sales, store locations (which are actually two separate tentacles, company owned and "other") and the other other four I will figure out later. What happened you ask? Well in this latest bout of Munchausen, I went to purchase the Jabra Cruiser 2 only to find out it is no longer available. So what's the problem, pick something else you big baby, right? Well, I have considered getting this thing forever but never gave it much thought, then I received a "customer appreciation" card, their way of paying me something for turning in my old phone....not that I didn't just give them a bunch of cash and they could have just taken it off the total.....another issue, another time... (oh and using the card ended up being a disaster too....another time) so, I had this card and though it was time to pony up and get a hands free for the car. I looked I believe a couple months ago and there was nothing available to be shipped online but the unit had been discounted and I thought, out of stock, it said to go to a store but that was not in my itinerary at the time and was forgotten. More recently I decided once again to get this unit and once again nothing online but there were select stores I could go pick up the unit at, but nothing remotely close by and it quite clearly states the stores may not honor the online pricing... which almost always seems to be the case, so I will check back. Now this past week I check again and nope... nothing online, go to the store and the stores with stock are even further... I get into one of those helpful little chats on the At&t site and talk to someone about whether this is going to be back in stock, is it being discontinued.... what exactly is going on. Well, you know the answer....there is none! But by the end of the conversation they have you convinced that whatever you want to believe it exactly how it is, thank goodness unicorns were not involved! The salespeople have no idea the status of the stock of the products they sell, yes, the retail salespeople will tell you they have no clue how much of a product they have, when it will arrive, if it is being discontinued.... nothing. So why do I need them, I can point to a screen and order something with a complete lack of company information myself! My interaction the other day ended with me content that everything was fine and I should check back. Well today I did and guess what? The item is no longer available...it is not even listed! Nothing, nada, zip, gone! So I made the mistake of contacting customer service in the chat again and after fifteen minutes of me wanting to.....well, after fifteen minutes I ended the chat and had to go into the yard and hammer on something until the urge to go lay down overcame me and now that I am awake, here i am. As usual I expect that there will be a total resolve of this and once again I will be singing At&t's praises, telling everyone once again how they went over and above to make everything right and what a wonderful company they are... Until the next time. Like I said, Munchausen by Proxy. - Robert
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Anonymous
map-marker Danbury, Connecticut

Att - Phone Service Review from Danbury, Connecticut

Waited all afternoon for an Att tech to come to my home for a scheduled repair. They did not come . Have spent 3+ hours on phone or holding with each live person more incompetent than the last. Now have great guy in Texas who was on hold with Me for another 1.5 hours w no resolution. He promised to call me tomorrow to hopefully help w resolution. I only wish either Att chair or CWA union chief could experience what paying customers go thru !
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Jaevon Wcg
map-marker Newton, North Carolina

AT&T area manager will not approve repairs to telephone equipment

For over 6 months there has been a damaged telephone box along the road in my neighborhood in Newton, North Carolina. It apparently services my entire street and several of my neighbors. I have reported it twice and some of my neighbors have as well. Myself and a neighbor have talked to some of the repairmen that have come out to fix our phone lines when they stopped working. After talking to these repairmen we have found that these occurrences are quite common in our area. My neighbors mother in law lives in Taylorsville, NC and has had wires laying along the road between some of the telephone pedestals because there is a problem in the main line. We talked to the repairmen to get more information and have found that a lot of these repairs are not being made because the area manager won't approve the repairs. One of the repairmen said that he has heard that the managers get bigger bonuses when they spend less money in their area. Customers are suffering bad phone service and some of these create safety concerns too. I do not intend to sue or anything like that, however I hope that bringing these situations to light May get more people demanding action, these people in management are not doing their job and taking care of the customers. it is a waste of time to call AT&T about these problems since all they do is send out a repairman who is powerless to do anything other than make a temporary fix to get peoples phones working. Of course people need to call if their phone is not working, but we need to get help and hold these area managers responsible. my understanding is that the area manager (Paul Mcclanahan) that covers where I live has the area from Boone, NC to Salisbury and includes towns in between like Taylorsville and Statesville, where his office is located. Hopefully some more people that have run into these problems can also file complaints here and maybe with the media or anywhere that might help get some real action to fix these things. I also don't want to get the repairmen in trouble and I know AT&T tracks them with gps on their trucks so I don't want to include my whole address. Please post your personal stories of similar problems and let's hold the people responsible to account.
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1 comment
Guest

I hate to say it, but it's not always cost effective for AT&T to replace the lines with the dwindling numbers of POTS service working through them. That's why they are trying to get out of providing dialtone. I feel your pain though.

Anonymous

Business telphone service

at&t is the biggest business phone monopoly scam out there you told you must renew your contract to save on your bill otherwise you will pay higher monthly fees. so, you start a new contract with them and it will take you months and months to get them to stop the over charging on one thing or another. and they always promise you credit on the next bill which only arrives in half I am sick and tired of them and their service I wish there is cable service in my area so I can have my phones on the net
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Reason of review:
Poor customer service

Preferred solution: Price reduction

Anonymous
map-marker Moreno Valley, California

Att - Installation Review

For 3 years I've been trying to get ATT to be reasonable. Obviously they are rich enough they don't care to please customers. After moving into a apartment complex, where unknowingly had contracted exclusively with ATT. It turned into pure *** to get service because my credit score it not what the liked. I paid a $200 deposit to move into a beautiful complex and ATT wanted $450 deposit to turn on service. I called and talked to no less than 8 people that could do Nothing!!! Direct tv deposit was $0 and nice enough to come on a Sunday morning to just try to get a signal, after 3 hours of trying it didn't work & they didn't charge a dime. I complained To the complex about ATT and they did help me get the deposit down but after taking off work on a new job to meet them here they didn't show up. I called and they said it was not assigned an order but they did send someone out later that evening, however he admitted he really knew nothing about fiber optics. UGH what is wrong with this company. I still have NO SERVICE
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Anonymous
map-marker Gainesville, Virginia

The worst most careless service on this planet earth

I have been a loyal AT&T Mobility customer for over 14 years with never a late payment. However, I have had multiple issues with my AT& T wireless account account over the last 3 months plus and have been very unhappy with the inability to correct these issues. My Wireless account is consistently dropping calls with no service sign is keep displaying all day long. Also my voice message/ text are not working. I haven’t been able to use more 15% texts messages. Some of the voices are taking more 72 plus hours to receive. It almost causes my professional career. Since I cannot send & receive text messages plus unable to listen my voice messages. The reason was that I hardly have phone service available during the day. My Safari Internet which is though AT& T unlimited Data plan hasn’t been working for more than 3 months plus. It keep displaying white blank screen and keep displaying the message please connect to the internet. I have gone through more than 70 plus peoples from Customer Service Representatives to the Supervisor, Manager and Technician. Each time I call to the AT &T 1-80*-331-**** number I have keep repeating myself as none of the previous person took any notes regarding my issues. The other most annoying things is all the managers/supervisor keep promising to call you back regarding my issues, but has since March 2014 I’m yet to receive any follow up call anyone. I have gone through several Sims cards swaps to factory resetting, hard reset, Re-provisioning my At & T account. So far this is 5th I Phone 5S which I got last night and issue still exist. I called AT & T number above and 4 different peoples hang up on me. Since March AT & T keep charging me but fail to provide me service which they charges for last three months. There hasn't been any bill adjustment or helping to fix the issues. I’m about to cancel my service after 14 years If anyone from AT & T corporate office contact me to resolve my issue and adjust my monthly bill for last three months.
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Loss:
$500
1 comment
Guest

Two suggestions: 1)There is a ATT Customer Forum on the internet. If you put on a complaint you can also ask for a "corporate customer service rep" or such, & they really do solve your problem.

They actually contact you by email & work on your problem. 2) Some states have Public Service Commissions which regulate utilities including phone companies. Some are elected & some members serve certain districts. Try contacting them.

Both the above solved 2 of my problems. New Orleans

Daris Xut
map-marker San Antonio, Texas

Been over charging 90 year old for years

I retired and moved home and my 90 year old father ask me to look into why his phone bill was always $107. I looked at the bill and saw he was paying for numerous long distance plans. I called AT&T customer service. The first person would just keep telling me the $107 was correct. I kept asking what is he getting for the $107 so rather than answer the question she disconnected me and put me in the Q for U-Verse tech support. Bottom line 2 and a half hours later, 3 attempts phone calls, kept getting hung up on, I finally got a guy who would tell me what he was paying for. Brian's command of the English language was limited and his listening skills were lacking but he did tell me that he was paying $70 for two long distance plans, neither of which he was using. I kept having to tell him please stop and listen to what I am saying. He kept talking over me. We do not know how long they have been taking advantage of my father. This is horrible. He has not idea who set the account up or how all the plans got on there. Did they call telling him he needed this or that? He is 90 years old and AT&T took advantage of this. You should be completely ashamed of yourself. I will be filing a complaint with the state and with our congressman. This is border line elderly abuse.
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Anonymous

Trying to fix email

I used an e-mail address from a web sight , but I got an error message saying my e-mail wasn`t properly installed. I went to the ATT sight, it said it didn`t recognize my password. I changed the password, but it still didn`t recognize it. I tried to use the troubleshooting tool, but one of the parameters is that you have to input the account number, (I don`t know where to find that). It`s the same thing if you want to use live chat. *** they make it hard to try to find or get to anything on their sight. One of the selections they have says "Troubleshooting Tool". You open it, and all it does is say what it is. I think "Troubleshooting Tool" is self-explanatory. If AT&T wants to improve there online services, they could start by making them more accessible. There tutorials are geared toward those who are, apparently, more computer savvy than I, or the pics they use are out of date. They certainly don`t match the pages I have. The only aspects of the sight that are easily accessed are those selling something. If the server analyzes my computer to see which services I have, why can`t they grant access based on that? They could have the help selections listed for those services alone and quit trying to baffle you with ***.
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Anonymous

No phone service…..again!

For the 20th time in less than a year, I am getting the "Service Unavailable" message every time I try to make a call. Too bad this phone serves as my business line! I don't understand why the service is so poor, as I rarely had problems with Alltel prior to it being bought by ATT. I've been told by customer service that service is poor because it's being "upgraded." WHAT??!!! How many people actually buy that excuse? I guess the joke's on me for signing a contract with this horrible corporation. I plan to drop ATT like it has dropped my calls….hard and fast.
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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Starkville, Mississippi

Got Ripped Off

I paid through the nose to break out of my contract because I did not need a phone at that time. They told me that I didn't need to return my phone or anything. T hen I got a letter stating "all previous attempts to contact you have failed. If you don't pay up (price of the phone) then we will go to court bla bla". So I to pay 300$(!) for that *** blackberry. I still have a good mind to sue them ! Even before that while I was trying to break out of my contract, they kept harrassing me via phone.Absolutely horrible HORRIBLE company!
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Anonymous
map-marker Windsor Charter Township, Michigan

Uverse Internet Review

I got a complaint about u verse internet.Every day,few times per day I loose the connection from the internet.I wish somebody help me about it.And it is getting worse every day.Thank you.
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Anonymous
map-marker Augusta, Georgia

Attempted to get new services w/ATT for the 4th time

I signed up with ATT about 2 weeks ago. Since then, I have had pure *** and and aggravation trying to get the services. Its as though no one at ATT can give me a straight answer regarding my order. After about a week, I'm told my order is pending and will take about 10 days to port my number from Comcast. Then, I keep getting messages that my internet is up and ready. But when I disconnect Comcast and hook up ATT, I get no service at all on my phone or internet. Since 05/29 I have spoken with numerous rep w/o any satisfaction. On Thursday, On Thursday, I was told my order was pending, but there was a problem w/porting my number, but would put in an order for a Tech to out and try to ecalate it. On Friday, 05/30, That same rep called me with bascially the same info, but did schedule a tech to come out on 06/07 between 8-12. Didn't have anything sooner. On Monday, 06/02 a Tech called to tell me he was on his way to check my line, but did not think my number could be ported because I was on an 18 or 8l line. He even contacted another rep to verify the info. The following day, Tuesday, I contacted ATT Customer Service again with the info the previous guy had given me. The info about the number being unable to be ported was noted in the system, however, I was told my order was complete and ATT did have my number, but there was an error with the lines. We kept the scheduled appointment. The guy (Thomas) I spoke with said he would get with a supervisor and get back with me on Wednesday, 06/04. He did not. So on Thursday evening, I contacted ATT again. This time to cancel. But I allowed them to talk me into going ahead with the scheduled set up. On Friday, 06/06, I called again because I had NO phone service. Spoke with a young lady name LaTrail (?) She confirmed the notes about the porting and the appt. Said she would personally check back with me on Saturday to make sure eveything was taken care of. I sat all morning waiting for the Tech to show up. He never did. When I was finally able to get through to someone around 6:00 p.m and spoke w/someone in repair. It was the only line I could get through to. I was told that even though she could see where a service call was scheduled, the tech did not pick up the ticket until 5 p.m. This is bull ***. She transferred me to someone (Mgr). While holding, the tech from last night called to check on things. I explained the latest to her. So far I've been on hold now for about 20 minutes and no one has picked up on the line. The is by far the worse experience I have ever had with any provider and I will never again try to sign back up with ATT. Last year when I tried, they had my services so screwed up, I had to contact the President directly. This is awful and unacceptable. It shouldn't be this difficult to get services from a supposedly top notch company. I'm also gonna cancel my cell phone service w/ATT.
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Anonymous

Att Manager Review

I spoke with 8 customer representatives, the last one a manager to fix my billing and the phone got "disconnected." 2 hours wasted and my wireless still shut off cause of their mistakes.
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