AT&T
reviews and complaints

I am and have been an AT &T Uverse customer for several years. I decided to cancel my TV service with them but keep my internet and phone service to save some money. I called on 3/16/2016 and spoke with a rep who started out telling me she could not cancel my TV service but I insisted I wanted it canceled; she discussed the cancellation with her supervisor and then related she would be able to cancel the TV service. While on the call with her I mentioned I worked from home and used the Internet everyday for work. She suggested I could upgrade my current internet speed to 45bpm, and I agreed. The technician came to the house on 3/22 and switched out the modem. He informed me the work order indicated I was keeping tv service. I called AT&T back on 3/30 and explained the tv service still needed canceled. The rep stated he would resolve this immediately for me.

Today, 4/1/2016 I woke up and went to start working at 6 am and found I did not have Internet, phone or tv. I called 24/7 tech support, and was told they could not help me because my account was cancelled and they can only assist customers with an open account. I would have to wait until 8 am and talk with sales about a new account. I attempted to explain how serious this was that I would not be able to work without the service and it was an error on AT&T that it was cancelled. He apologized but again cannot help me. He advised he would call me at 8am and put me in contact with sales rep .

At 8:01am I did get a return call and was transferred to a rep in San Antonio who stated she would escalate this issue to her manager and it would be resolved by the end of business today . She then promised the manager would call me to confirm it was restored. At 5 pm today I had NOT heard anything more so I called and was told the work order was scheduled to be completed on 4/6/2016...5 days from now. Five days that I will not be able to work. I asked to discuss this work order and was placed in cue where I waited 45 minutes to speak with Maria who told me there were no appointments available before 4/6 to complete the work order. I asked why I needed an appointment and she explained for my new modem box that had to be placed. I stated that makes no sense, the technician was just at my home and delivered a brand new box... She said I needed to speak with tech support but she was unable to transfer the call so I would have to call myself.
I clarified but earlier in the day they would not help me since the account was cancelled; she told me to explain to them the details and they would assist me.

I called the number she gave me [protected]; and spoke to Zach who stated he could not help me since my account was cancelled, and that I needed to talk to sales. I requested a supervisor . After several minutes holding Eduardo stated he was a supervisor. He stated he would assist in resolving my issue and then the call became disconnected.

I spent over 3 hours of my day on hold and discussing this problem that AT&T created in error and still do not have it resolved. I am unable to do my job and cannot 5 days without working. At this point I do have Internet service but no phone service which prohibits me from sending and receiving faxes.

There is no direct number to any resolution department and everyone assures me they will have it taken care of, but no one does and no way to get accountability. I asked for call ref# and/or work orders but they don't give those out... Only name ID s. But when you call back no one know the name you have from the previous conversation.

No one at AT&T cares if the customer is taken care of; the goal is to say you'll help the customer so they hang up and then when it's not resolved the customer has to call back ... it's perpetual. "they" are not motivated to solve Your problem or held accountable on any level.

What other industry doesn't get held accountable? Not healthcare... Auto manufacturing...Or even Mc Donald's and your not investing hundreds of dollars over contracts with them.

I went to AT&T and was disappointed in their services. I subscribed for their services and we agreed that the monthly fee would be $435.99, but it was the second month, when these guys overcharged me. Also, it was two months with them, but I didn’t like their services and the worst thing that I couldn’t speak with the proper agent, who would explain me, why I had problems with my phone and how to solve them.

Hi to all @ complaintboard.com
This is about a home phone and a internet service received at my apartment from AT&T. I am AT&T's customer since October 2014 and I pay my bills fully and by the due dates through my bank's online bill pay. Never defaulted on any bills so far. The reason for the complaint is to let know others too about AT&T's practice of business and how the customer service treat their client. For the past five months since October 2015, I had to call their customer service every month to tell them that their bills are getting suddenly higher and I could not afford to pay such higher bills. Telling them I'm an retiree with fixed minimum income per month and I never use their service to make long distance calls or even the local calls. Last month's usage of my phone saying "1" minute of use in the entire month. Even then I had to pay $84.02 which I paid.
This month's bill says I have to pay $ 187.64 for the use from 01/18/2016 to 02/17/2016 with 0 usage for the month. To all those 5 reps. to whom I had called earlier, had clearly said that I don't need any fancy features or a long distance service on my phone and all have listened and agreed upon. The last rep. Jim clearly said starting now, with the next bill the charges for the phone will be $ 25 an $ 37 for the internet+ some tax etc. Per his words and the terms agreed upon by me too, I just sent $65 through my bank's bill pay service on March 4th, as the bill due date was March 8th.2016.
Now I am worried what the mighty corporation may do with me and for how long I have to go through such mismanaged company? God please come to my rescue and save me from further torture by AT&T. Thanks.
AT&T Account#[protected] Jalal Alyshah

Unreliable. Service is intermittent. Representatives cannot correct any problem, and do not consider reduction in prorating accounts for the lack of service. We cannot get any other service in our area. This leaves us with little recourse. We feel Att has taken advantage and are comparatible to organized crime.

Ripped off by AT&T. They usually us my phone number to identify me, which [protected]. I am retired, on a fixed income. So December 2015, I realized there were some services in my U-verse bundle I wasn't using. I wasn't watching the premium channels very much, plus I had 2 receivers that I hardly ever used. So I decided to lower my bill by going from U-verse U300 to U200, and send back the 2 receivers I wasn't using. I made the changes online, and it reflected the change in my billing. But, it was only for 1 month. The following month they automatically raise my U-verse U200 cost, they raised my U-verse voice (telephone) cost, and the increased the equipment fee for the 2 receivers I kept. This is unacceptable. I reduce my services to reduce my bill, and they automatically raise the cost of my existing services to make up part of the difference between what I was paying and what I should be paying. They talk about how much they try to give the best customer service, and then they take advantage of you at billing time. Very poor business practices. I used to recommend AT&T, but this is just another one of many instances where they have taken advantage of me. So I will no longer recommend them.

At and T has refused to take back there equipment which they billed me for stating after 14 calendar days if not returned it remains yours and you have to pay for it. I told them I had never been told any information regarding this policy, and what use do I have for the equipment. I (Victoria Davis) [protected]) have u verse and they bought out all new equipment but refused to take back the same identical equipment or allow me to use this equipment they claim is now mine. Please help me resolve this. I was charged 450 dollars 150 dollars each 300 dollars for two receivers and 150 dollars for one gateway. What use is it if i cannot use it. I now have duplicate equipment. Comcast when I had them in the past had never refused to take back there equipment and credit my account for it. So what laws tells me they should be able to do this. I have been a AT and T customer for years and I am still a customer yet they WON'T compromise. The bill states my son Marcus owes 845 dollars which includes 450 dollars charge for equipment not returned. I am willing to pay the balance to the collection agency $395.17 minus the 450 dollars equipment non returned fee, but was told that is my problem. What does that say for customer service, Really; I told them the reason it never got returned is because Marcus and I was actually in another state and still live in Florida the bill was from Chicago, IL. When I returned to the state (Chicago, IL) and I called At and T several times regarding this issue to send back the equipment for credit to my account I again was told it is not our problem but yours, it is now your equipment, and maybe you can work it out with the collection agency, really? negotiate with a collection agency and not the real agency it came from, really? "What can I do to get this equipment returned my sons account credited and his good name restored? This bill is in my son name but I am and was responsible for payment of this account as he was not financially independent at that time. So I feel the financial responsibility falls onto me to get this resolved and as a loyal AT and T customer I hoped they would have worked with me but they refused. Account Information: Marcus Davis account number [protected] billing cycle 11/21/14-12/20/14 address where equipment is 6103 south Kimbark Ave, Apt 3E, Chicago, IL 60637 email marcus.[protected]@gmail.com, or email [protected]@yahoo.com. I now live in Melbourne Florida 32934-Address- 3251 Conservation place unit 205. I would think they would be content with the customer trying to do the right thing and pay the past due bill owed minus the equipment and close this collection and account out, otherwise it will most likely go unpaid. We were unaware that he even owed this equipment fee until I got something from a collection agency for it Credit Collection Services two wells avenue, Newton, MA 02459 file number [protected] [protected] assigned on January 2, 2015 to them phone number [protected]. amount 845.17 which include 450 for un- returned equipment. Thank you Victoria Davis ( mother of Marcus Davis).

Att failed to request two of my lines to be transferred over to att leaving them active with verizon when they did the port request from verizon. Leaving them active with verizon and i didn't realize until i received a bill from verizon for $307 2 months later!
Apparently att does not care about their customer service! Once they get the customers to come to att it's all on the customer.
All the hours i've spent trying to get this resolved all att can say is there is no request for the two lines to be ported over so there is nothing they can do. I've said if there was a request for the lines to be ported over then i'm sure i would not have this issue because they would be done.
I still owe verizon $340 that i have to pay and att has not given me credits or a letter to take to verizon saying that it is an att error the lines were not requested, so verizon will give me some credit. I have spent hours on the phone since i've switched over to att and have nothing but frustration! I will never recommend att ever again to anyone. I've always recommended their uverse & phone service and have several friends transfer over. I'm going to make sure everyone knows what i've went through with this transfer. The issue could have been resolved with one call if customer service was important to att!

I have U-verse Internet. When the internet stopped working I was told I had to open a new account in order for it to work and a technician would have to come and "install" despite the fact there was no equipment change. Internet started working again later that night. Now I am billed for "installation" not done (I have note left on the door from ATT was unable to install). Now I am being charged for a whole new contract with different account number + installation charges. I have had nothing but problems with billing ever since I started service 11 months ago all unresolved. I have spent in excess of 15 hours on the phone with U-verse. I am now also being billed for equipment (modem) that ATT has sent me an email confirming they have received the equipment.
U-verse should not be allowed to operate in such a manner. I wrote a letter to ATT. Email response had wrong information and did not answer questions:
Equipment not installed - New contract and charged for installation that did not take place - Incorrect billings - 15+ hours spent on phone with "customer service" trying to straighten out U-verse billing - Being charged for bundled services including TV which I never ordered and I don't even have a TV - Being told more than once by "customer service" that the only way to get U-verse to pay attention to problems is to threaten to close account - Being on the phone for more than 3 hours for ONE call in an effort to straighten out problem.

As always - U-verse is not responding to the problems and frustrations I have expressed over and over. Even when they are put in writing again and again.

Have continuous service calls due to equipment not working, had 5 technicians out in December, 2015. 2016 starting out with yet another service call. Billing department has lied and bills goes up almost every month. The bill is suppose to be the same for a specified period of time, but they lie. We are about to change companies again, they are not much better. Also, call center is in another country and those people do not listen. It is sad when we have unemployed people in the US and we send our work out of the country.

Called AT&T sales service on 12/2/2015 and checked the promotions and sales rep gave a monthly service fee of $42/- for 45mbps speed with waived installation fee(99) and waived equipment fee(7/month).

Got suspension notice on Jan 11th that if 120.01 is not paid by Jan 11th service will be suspended. As customer service was closed opted to chat online and they di dnpt even had my correct email address to send bill.
Called on Jan 14th and spoke to 4 different departments payments/Billing/AR and customer service. The outcome was custmer rep will file a dispute after realizing I never received any form of communication to go through the sales rep recording. Told me that after 5 business days someone will contact me.
No one contacted till 1/25/16, called the customer service and rep said customer relationship team will take care.
Please note since 1/11/16 no service was active, after taking out the late fee and installation charges when I asked to remove the charges for service not active transferred to AR department and rep said they will not adjust the total. Talked to manager and same answer and finally disconnected the service.
Final bill be arriving in 14days which is Feb8th of 2016.
Waiting on the bill to see what my charges are compared to what I signed up for.

I purchased a telephone for a Christmas gift this past year. The telephone came with a free Android pad. It was a high pressure sell and I was not advised of a fourteen day period to cancel any devices that are activated. In fact, I was advised that I could deactivate a device at anytime. Of course, the fourteen day period expired and I contacted ATT about canceling the activation on the tablet. I was advised that there was a $140.00 deactivation fee and I should have been aware of the fourteen day "Buyers Remorse Period". I was even advised that ATT sent an E-mail, "that my have gone to spam", advising of this period. I have learned that ATT does not care about customer satisfaction and certainly is not the place to purchase gifts in the future. Further I learned that if you do not partake in one of the ATT television packages, you are not offered the same telephone packages that are available. I intend on leaving ATT and switching to another provider on the first day it is financially feasible.

01/18/2016 my daughter contacted me stated that their Internet service was disconnected, I pulled up her billing statement on line and payment was current and due 01/21/2016. I called customer service, and was advised that on 01/16/16 an ATT customer service rep Matthew Breasden had placed a service transfer order and it was showing up on my daughters account. This is absolutely incorrect! I end that hour long conversation with a manager by the name of Jeremy, he got the issue resolved, gave me a ticket number, and my daughter advised me later that the Internet was working. On 1/19/2016, my daughters roommate returned to the apartment to take on online quiz and found that the Internet was not working, so she texted me. Once again, I called customer service spent 45 minutes on the phone this time however there was not resolution this time even after speaking to a manager by the name of Robert, who advised me that there was another ticket opened to correct the service address and was set to be done by 01/22/2016. After looking further into the situation, I was advised that this was not a service issue but appeared to be a technical issue. Robert assured me that he would contact my daughter to have her do some trouble shooting before he sent a technician. I spoke to my daughter about 4p, and she advised me that she had not recd a phone call from att. As of almost 8p cst on 01/19/2016, my daughter informed me that her Internet still was not working. This is completely unacceptable to me, as my daughter and roommate are college students and depend on the Internet to complete online classes or quizzes, without this they cannot get there school work completed. Both go to school and work therefore cannot wait around all day for a technician. I live 1.5 hours away. I expect this issue to be resolved quickly and I expect to receive some sort of credit on her account for this inconvenience that one of your representatives caused. Account # [protected]

I added a cell phone to my U-verse acct. The cell phone arrived with a temporary number I took the cell phone to the humble at &t store to get a my number ported over. The rep. In the store called their support team who instead of porting the number over cancelled the temp line, open a new line with my phone number. I received a cancellation & early termination fees of 576.00 on my bill that took them a month or more to fix after running back and forth to the store. In September I received another bill where there was a 400 dollar charge for both lines totaling 800.00 plus other fees. The store said now the system sees me as a risk and now wants to charge me a deposit. First all I didn't cancel the line the rep. Cancelled the line and caused all these problems. My service has been cancelled and more charges for the equipment and fees . Now I have a bill around [protected] dollars. None of this is my fault but the representative in the support team of the At&T store. I have been trying get this corrected and it has been a horrible experience. Here is January and this is not settle. I am at my end in what to do about this account. When I go into the store they say they are still working on it. I don't even know where to take the equipment I surely do not want to send it in and they say they didn't receive it. My name is Debbie Blackman the date this started was in June 2015 account number [protected]. My desired results is for them to remove these charges. Then give me my true final bill and I will pay that.

You randomly chose to add $91 dollars to my bill. Saying there is a 2year contract fee...why on God's green earth would I pay you money for your entering me into slavery to you for 2 years? I have been a loyal ATT customer for over 50 years and feel that I have been treated like crap. I had loyalty and stayed with you because the service was acceptable- on cell- for the last 20 odd years. However, this is disgusting. Hidden charges are not the way to run a business. I find your internet home service AWFUL, but stayed because the devil himself is better than Comcast. I hope you realize that as soon as possible I will change providers. I despise the way you treat loyalty.

Lo estuve esperando al tecnico desde las 830am asta las 1230pm y nunca fue a mi casa a tocar ni me ablo estava afuera por 30min y luego me mandaron un tex que no pudo entrar a mi propiedad. Fue mentira yo sali 3 veses afuera y el estava ablando por telefono por media hora. Y yo estoy molesta porque trabajo de noche y asta horita no e dormido y entro a las 8pm no es justo y quiero que se comuniquen con migo porque quiero cancelar el servicio con ustedes porque no es la primera cosa que asen mal.

ATT installing new GigaPower services in San Antonio Texas. Not using existing ATT right of way. They chose to route thru peoples yard. Basically told property owners we don't care and not only tore up lawns but hogged all the right of way in front and back of the homes so other company's wanting to provide service in the future will not have access. Is it good business to piss off the people you will try to sell service to. That's the old Bell telephone way. You can change the name but its still the same.

Getting your cell phone unlocked by AT&T is a complete hassle. I have recently purchased two new phones from them & wanted to give my other smart phone to my mother (who had a cheap phone from Consumer Cellular) because the one she had was broken. After recharging & reprogramming my old phone I then realized that AT&T has it locked & it is going to take 24 to 48 hours for them to unlock it. What gives them the right to keep a phone locked that has been paid for & is not owned by them. Looks to me it is about these large companies worried about loosing a dime when we as consumers are already getting overcharged for their products.