AT&T
reviews and complaints

I went to this at&t store, to activate an unlocked tablet that i purchased online. This rep girl didn't even think, she just charged me $30 for a sim card that she picked herself, then she tried to figure out if and how it's going to work. The tablet wasn't working when i left the store, but she guaranteed that it will. I called customer care a few hours later, they did everything they could, but it never worked. I took it back to the store the next day, the same girl kept me for almost 2 hrs, trying to make it work again, but she couldn't. I asked for a refund, but she claimed that there's no refund on prepaid, there's nothing she can do. I called the main number, they told me to go back to the store to get my money back since i paid cash. I went back for the 3rd time and tried to talk to the manager, she was very rude and mean. She said there's no guarantee on prepaid, if the phone is unlocked it should have worked, if it's not, that's not her problem. I wish they had told me that before taking my $30. Most of the employees in that store, managers included, are very unprofessional and they are willing to take advantage of people just for a few bucks.

I purchased 3 cell phones that supposedly came with a 1 year warranty.One of the cell phones stopped working properly only a few months after purchase.

So, to take advantage of my phone's "WARRANTY", I contacted the place of purchase. I was given a phone number and told I could participate in the Exchange By Mail Program--sounded simple enough. Before I could send my phone in, I was asked a series of questions about different things on my phone, EX: look under the battery and tell me the color, what does the screen show, etc..The lady told me that she had to check for damage.--After all was cleared by her, I was sent a box to return my phone.

Within a few weeks, I received my "REFURBISHED" replacement phone---and all was well...UNTIL...

I then received a letter stating that my account would be charged $115.00--WHAT?! I have contacted the number given and told them what it read.I was told that oh this phone has water damage and I would be charged 115.00 for this REFURBISHED phone.Although no indicators were visible to the lay person, YEP, it was damaged and therefore was not covered by warranty.-MY PHONE ABSOLUTELY WAS NOT EXPOSED TO WATER OR ANY LIQUID.Well, turns out that if you talk outside you might get condensation in your phone and that only an EXPERT could detect this...yeah, yeah.

So, I said I wanted to return the replacement phone since I could purchase the same phone NEW on eBay for $64.00.--Surprisingly, I was informed that they could not tell me how to do that--and that I could not GET OUT of their EXCHANGE program and that I had to PAY the outrageous price for the REFURBISHED phone. WHAT A SCAM !

SO, IN CONCLUSION, YOUR WARRANTY IS NOT WORTH A HILL OF BEANS ! YOU, MY FRIEND HAVE NO CONTROL--ONLY THE "EXPERTS" HAVE A SAY SO IN DETERMINING WHAT LIABILITY WILL BE PLACED ON YOU !

IT WOULD BE VERY INTERESTING TO KNOW JUST HOW MANY FOLKS OUT THERE HAVE BEEN "BURNED" BY THE WARRANTY THAT CAME WITH THE PURCHASE OF YOUR AT&T PHONE. --

My nextdoor neighbor has DSL from AT&T but AT&T refuses to hook me up to the same system. The system next door is 1/2 mile from the terminal box whereas my terminal box is 2-1/2 miles away. AT&T people have explained to me that my telephone service is compromised because my phone connection is too far of a distance to that terminal box. There are many, many breaks and repairs in those lines and AT&T staff have repeatedly asked AT&T to supply DSL to the rest of us in the community. I am disgusted with AT&T and do not go to a competitor because that new entity would use the existing AT&T line. I am unable to rent the mobile home on my property because no one wants dial-up for the Internet.

I would like nothing more than to never see the logo of AT&T again! I do have to have a land line though and am trapped by the poor service and attitudes of AT&T.

We signed up at the Berwyn store, forgoing the rebates available for signing-up online, so we could make sure our service was ordered correctly. J signed us up for HD Dish service, although we did not know it was HD until later, and the Elite DSL package, all with a rebate for keeping a month of service.

The DISH

We had problems with the Dish connection going in and out, sometimes 5 times an hour; we thought the reception just was bad. It was not until we found out the technician hooked up only 3 of the 4 televisions, that we were told he installed HD equipment (more expensive) and that was causing our reception problems.

Customer service said that he should have noticed we did not have any HD TV������¢���¯���¿���½���¯���¿���½s, and hooked up the regular equipment. So a technician had to come back, a week later, to take out the HD equipment, replace it, and hook up the 4th TV. After making a complaint against the first technician, he was not only on his cell phone constantly, but he made my husband help him for 4 hours, causing my husband to miss half a day of work, customer service said they would send a manger to set-up the correct equipment. Instead, we got a non-manager that asked us what the problem was. We were told that he would ask for a correction to our bill, for the weeks with problem service, but he said to call customer service when we got the bill.

After getting the bill, I have been unable to reach anyone that can explain the numerous charges and credits. After transfers, waiting, and dropped calls, I was transferred to the DISH company. Vanessa explained that they paid AT&T for the mistakes made, and I do not owe them anything.

The DSL

Our Elite DSL was a dream, until 2 weeks into service. We started losing signal from the house to the server, so I called Technical Support. TS suggested we were not getting enough signal in the house, and tried transferring me to a senior tech. After 30 minutes on hold, I hung-up. My husband then called the next day, and after doing some tests, they sent a technician to the house a couple days later. Our area, and our house, does not support the Elite AT&T DSL. Our choices are to accept the higher speed with less connection, or downgrade the service.

At this point, I called the Berwyn store, and left a voice mail for the manger, letting her know how much trouble J���¯���¿���½���¯���¿���½s mistakes were, and how much time and frustration they are causing everyone in the house. It has been 3 days, and I have not gotten a return phone call from the manager.

Downgrading the DSL was a series of dropped calls, and lost hours on hold. Finally, LaToya, [protected], credited our account for the problems in August, then lost me during a transfer to downgrade service. Linda, C528927, downgraded our service, credited 5 dollars for August, and gave us 5 dollars off a month for a year. She was wonderful. While I was on hold to get the downgrade done immediately, I hung-up after 30 minutes, and called back.

Upon calling back, I got a technician that asked me if I wanted to downgrade my service, after I explained it was already downgraded. He then asked me if I had paid on the account, and how much. The bill is not due for 2 more weeks! I told him I will pay it when the service works. He transferred me to another woman that couldn������¢���¯���¿���½���¯���¿���½t understand why a technician would ask about my bill. She also confirmed what Linda did, and attempted to transfer me again. Again, I hung-up after 30 minutes on hold, and expected the service to be working in 24 hours.

It has been over 24 hours, and the service is slow and unsteady. The internet connection keeps getting lost. An attempt to contact someone through online chat ended in another dropped signal, after a long wait, of course.

I was not able to ask about the closer coupon we are not in the system for, the rebate Jessica said we would get. Nor has anyone else in the course of customer service and transferring been able to help.

It has been only a month and 10 days. I have been on the phone with AT&T for almost a full month.

And that brings me to now.

I thought I hated Comcast, until I signed up for AT&T.

I want to know why my DISH bill is 112.24.

I want the DSL rebate we were told we were going to get.

I want good internet that works all the time.

I want to know why it has taken a month and a half to get these services to work, and why I cannot get any one person on the phone that can answer these simple questions.

I want an apology from J, for all the trouble she has caused me, and an apology from her manager for not returning my call.

As soon as we get internet service, this email will be sent to AT&T customer service, the Berwyn, Illinois AT&T office, the Better Business Bureau, Complaints.com, all my friends and family, and everyone and anyone else I can think of.

On 4/15/08, I moved my office from one city in California to a location in another city. To accommodate the move I made the following calls to AT&T.

4/18/08 01:01pm duration of call 00:10:28 number called [protected]

7/03/08 12:58pm duration of call 00:10:22 number called [protected]

7/09/08 05:13pm duration of call 00:47:30 number called [protected]

7/09/08 06:01pm duration of call 00:12:23 number called [protected]

7/10/08 09:43am duration of call 00:14:48 number called [protected]

7/10/08 03:57pm duration of call 00:27:04 number called [protected]

7/11/08 03:40pm duration of call 01:00:49 number called [protected]

7/14/08 02:59pm duration of call 00:18:53 number called [protected]

7/24/08 10:13pm duration of call 00:00:08 number called [protected]

7/31/08 08:33am duration of call 00:15:02 number called [protected]

8/01/08 05:38pm duration of call 00:02:41 number called [protected]

8/06/08 02:33pm duration of call 00:23:33 number called [protected]

8/13/08 01:14pm duration of call 00:57:32 number called [protected]

9/02/08 04:47pm duration of call 00:26:08 number called [protected]

The duration of calls made to AT&T were for a total of 5 hours 27 minutes and 21 seconds not counting any calls to AT&T made from my cell phone or home phone.

On 4/18/08, I requested that my business number go to another carrier. The transfer did not take place until 5/03/08. On 7/03, I requested static IP address at my new address to accommodate my server to move from my old address DSL line to my new address on a DSL line. By 07/11/08 (after 3 hours 3 minutes and 24 seconds on the phone) with AT&T, I realized that they were not going to provide me with a static IP address. I told them I was going to seek the services of an alternative company. On 7/14/08, I acquired the services of another company and informed AT&T. On 7/16/08, my server was in place with my new static IP address provided by an alternate company. On 7/24/08 I called AT&T to confirm that I was not on there service and I would never be on there service again. During this period �customer service� informed me on at least five occasions that only a supervisor could resolve my issues and none were available to speak to me but would call me within two days. No supervisor ever called and has not called to date. I, to the best of my ability, informed the customer service personnel that were willing to talk to me that my telephone service is from an alternative company and not from AT&T. To date AT&T is still harassing me with the claim that I have service with them.

I have contacted the California Public Utilities commission, KCRA - Call3, and posted my concerns on the following internet blogs to attempt to resolve the issue: http://www.pissedconsumer.com,

https://post.complaints.com.

To date the issue is still unresolved.

Today I have had 2 phone calls soliciting additional services. (I have AT&T so I know they can contact us even though we are on the DO NOT CALL Registry.) In the last 6 days, we have had 15, yes - 15 phone calls from this number! I have repeatedly asked them NOT to call me again, yet we are continually called!

ATT DSL Service sucks - they do not care about helping their customers

I had a problem with my DSL Internet connection - they put in touch with a tech support guy - he did some tests and said he'd call back in ten mins - NEVER did - left me without internet for about 5 hours - I call back and ask about it - they transfer me to a different dept that is closed !

then I find it is actually the DSL filter they sold me that is defective...then they lowered my DSL speed to accmodate the faulty filter and never told me I was on a lower speed...no tech person ever called me back...then they want to charge me additional $10 for a new filter...Then when I tried to cancel the order for the overpriced filter - I was NOT allowed to - Josh told me NO orders can be cancelled...

Stay away from AT&T..use any other internet or phone option that is available in your area...

...2x they quoted me pricing for my service at $58 a month...2x they tried to charge me $79 for that same service !

I am at my wits end with AT&T. If It wouldnt cost me so much for another phone with another company I would boycot them.

On Dec 7th, I purchased a pantech impact cellphone. I paid almost 400 dollars for it. After I took it home and started to enjoy my new investment, I noticed it wasnt letting me pick a ringtone and change it. After putting it off a couple weeks, but still within my 30 day warranty, I went back to the dealer where I purchased it.

With alot of calling the tech support and replacing the battery and such, they determined the phone was defected. The store didnt have one so they said they would pick one up and call me within a few days. They never called, I called them after 4 days and the guy i had done previous business with said he would have his manager call me about the phone. He never called. Yesterday on fri, I went back to the store to get my new phone. The salesman, for one wasnt all that friendly, but he pulled out the new phone and proceeded to take the battery and my sim card out and put it in the new one. He noticed that my little white strip by the battery was pink, meaning some kind of water damage.

He then said because the water damage policy supercedes anything else, they could no longer replace my phone.

I think this is a little unfair. I was promised a new phone BEFORE it got water damage. If that stupid little strip wasnt so close the edge of the back cover, it probably wouldnt have been pink. One drop gets in there and it changes color. It doesnt mean the phone is damaged.

So now, I have a 400 dollar phone that I cant set ringtones to AND a phone with water damage.

I did call them at 611 and talked to a rep, but he was useless and just said that if thats what they told me at the store then thats the policy.

I dont think its unreasonable to keep your customers happy.

THIS MESSAGE WAS EMAILED TO AT&T CUSTOMER SERVICE ON 1/21/10 10:30 AM - AND I SENT OUT 2 LETTERS - NO RESPONSE AS OF YET

To whom it may concern,
I am very unhappy with the service received on the phone. I have repeatedly tried to order a new box and continue to get very bad service.
1/12/10 I called to report a problem of an existing box showing green color; phone operator named ANA from Philippines - continued to try to trouble shoot by sending me up and down the stairs pulling wires and etc... I finally stated to ANA to please send me a tech to my home; made an appt for 1/14/10 for service/tech to my home and I ordered a new box; ANA stated that the service/tech guy would have a new box and he could install it( total phone time :32 min). 1/14/10 came and nobody showed up. called again on 1/14/10; person on phone stated that original person from Philippines named ANA did not input it correctly and stated that she will input it correctly this time. Got another appt for 1/16/10 for tech service and a new box install for 1/20/10 (total call time :22 min). 1/16/10 tech came to my house and corrected the faulty cable/ replaced the cable. 1/17/10 received a random phone call from ANA Philippines @ approx 2030-ANA was at a high level of anxiety and asked if everything was OK? I told her yes. 1/19/10 I received a phone call from ATT stating that someone was at my house to install a new box?. I called again 1/20/10 @ 0800. Talked to a ANA from the Philippines; I told her if I could please talk to a supervisor; she transferred me to a person who said he was John a supervisor/ Philippines; I told john the trouble I have been having; he was very flat and sounded unconcerned with my ATT issues; he stated that he would get someone out to me asap no later than 4pm 1/20/10; I said thank you and asked him if he could call me back to confirm-he sated yes; he also gave me a case #(total call time :26 min); 1/20/10 4pm came and I called again to follow up; on hold for :35 min no one answered the ATT phone line. 1/21/10 called again, spoke to Tyrone USA operator; told him my ATT issues; he confirmed my new appt of 1/24/10 8AM to 12noon; after I confirmed with Tyrone I asked if I could speak to someone to file a complaint on my service up to this date; at that time he put me on hold and call was lost; called again on hold for :15 min, I hung up the phone; accesses online chat service and told them of my troubles-they gave me this email site ( total time on phone 1/21/10 is 1:22) SUMMARY: I am a Registered Nurse and I use a day planner at all times; I have all these notes related to ATT in my day planner and I keep a tight schedule/ I have to in order to function safely as a Registered Nurse; therefore I know exactly when I was to receive service etc… I am very unhappy with ATT; I have repeatedly been provided very sloppy/poor service - (with the exception of Tyrone) I have been a customer for approx 3 + yrs; I pay my bill on time every month; I feel I do not deserve this type of treatment. All I need is a new box in a new room? I don't think it is too much to ask; I am paying $55.00 + $7.00 for this new box...I am a paying customer, why is it so hard for simple service to get to me? Why can't I get through to anyone on the phone? Why doesn't anyone know what's going on? why can't I get proper service after approx 3:00 + hrs on the phone +:21 min chat + 1:30 min of this email and 2 letterS sent - I communicate civilly and with respect/ using my cell phone-who is going to pay for the minutes used on my cell phone? I feel that I should be refunded all/given some incentive $$ to continue my service with ATT; why hasn't a supervisor called me back? Why can't I get through to a real complaint dept? Why hasn't a supervisor called me back after Tyrone phone call? I AM VERY DISATISFIED! CAN SOMEONE CONTACT ME? I feel that ATT does not want me as a customer.

I was the contact person for problems with neighbors phone. I missed the first service call as I was gone for 2 hours. I rescheduled and was promised a tech would visit the next the next two days. They did not show up. I rescheduled for the next two days. They did not show up. All AT&T puts money into is sales. It seems when you have a problem (most likely was a previous installer caused) you seem to be on your own.

AT&T service is poor at best.

I can NOT stand the damn commercials with the children around the table. Every single person I have encountered during this commercial or I have happened to discuss this commercial with is in complete agreement that not only is it borderline unbearable but it is in fact making each and every one of us completely turned off from AT&T entirely. PLEASE make it stop!

I to have expereinced a problem with AT&T U-Verse, I tried to move my already existing service from one state to another because AT&T is a nationwide company and it states on the billing statement that you can move your service. Well that is far from true. They gave me some run around excuse about the existing service and why it could not be moved. On top of it all they stood to profit one way or the other to my loss, either I pay the early out fees to get out of the contract that was for 12 months even though all I wanted was to transfer service and to have their service I would have to start all over lengthening the time with them so they gain to my financial loss. You pay because you want to keep your credit right and you still loose when you can't even receive service that you pay for, yes they rip off people. But this stops here I will not patronage them for any of their services and I will not give positive feedback to anyone I can share this experience with. We should form a class action lawsuit against them that is what I think. I don't know why they are not regulated and some official governmental or judicial body does something about these kind of companys, I think it has to come about through consumers/citizens to let these large corporations know that we don't like how they operate with their tactics.

AccountNow ADA Discrimination Class Action Lawsuit

AccountNow debit cardA California man who is unable to effectively communicate verbally after suffering a stroke has filed a class action lawsuit against prepaid debit card company AccountNow for refusing to communicate with him by email and insisting he deal with the company over the phone.

Plaintiff Richard Halavais accuses AccountNow of a “systematic pattern of discrimination, ” unfair business practices and civil rights violations refusing to accommodate his requests by email to secure a new AccountNow card. Halavais is “unable to effectively communicate verbally” due to a stroke, the class action lawsuit says, and receives his disability checks – his only source of income – though an AccountNow prepaid card. He contacted the company to order a new card because his old one was due to expire, and explained that he could not talk on the phone due to a stroke that left him disabled and unable to effectively speak.

According to his class action lawsuit, AccountNow's refusal to accommodate his disability left Halavais without access to his disability checks and forced him to hire an attorney to help him get a new AccountNow card. When he did get the new card, he was unable to withdraw money from an ATM with his old PIN and was locked out after several failed attempts to get money. Halavais first contacted AccountNow by email on May 21, and did not resolve the issue until July. By that time he was in a rest home and unable to pay for his medicine and medical bills, the class action lawsuit says.

"On July 10, 2012 plaintiff was finally able to access the money deposited into his account, but only after numerous phone calls by Plaintiff's counsel, because Defendant refused to aid Plaintiff by e-mail, " the AccountNow class action lawsuit states.

"Throughout this entire course of events, even after the risk management department was involved and informed of the situation, Defendant did not present any alternative methods of communication by which Plaintiff could have resolved the issues with defendant."

The class action lawsuit is seeking damages for violations of the Americans with Disabilities Act, the Unruh Civil Rights Act and unfair business practices.

A copy of the AccountNow ADA Class Action Lawsuit can be read here.

The case is Richard Halavais v. AccountNow, Inc., Case No. 12-cv-1921 BEN RBB, U.S. District Court, Southern District of California.

AT&T customer service really needs to be improved. I added two line to my account. I clearly spoke with this rep I want one black and one white iphone 5 over the phone. I was on the phone with him for hours just to order iphone 5. I do understand that iphone 5 came out 9/14 and everyone wants to get. AT&T is busy with it. But how can you confirm with me that you ready to charge me for 1 black and 1 white iphone 5 on one hand, but on the other hand, when I checked the order comfirmation email, you charged me for 2 white one! This is so ridiculous! And I called to have it corrected, but ATT told me that it is being processed in warehouse, orders cant be changed. you can request correction but not gurranteed. I just ordered yesterday, and today you told me cant be changed. Iphone 5 wont be ready to ship out until 9/21 anyway, I dont't see why it is not possible? AT&T just said they cant reach their warehouse so orders cant be changed. I just dont what to wait till I receive iphone 5 and change at the time. It would cost to much time to get the right color I wanted! I swear, if my two yeas contract ends, I would not be choosing AT&T!

To Whom It May Concern:
I have been an AT&T customer for years, and frankly I am fed up with this company. Its continuous harassing of phone calls, voicemails, and texts because I am a few days overdue have finally gotten to me. If I am one day late with my bill, I receive phone calls, voicemails, emails, and texts for what? $108… and what do I get in return? I lose service nonstop, I cannot even stream music because my internet is too slow, my phone calls get dropped nonstop, I can’t even make phone calls from my office on 28th street in NYC because the service just isn’t there, and whenever I try to use Google Maps I end up lost because the map NEVER loads (I could go on and on and on).
After years of paying these bills, never once complaining about the horrendous service, I am done. After my plan is up in February I will never return to AT&T. What appreciation is ever given to its customers nowadays? It seems that the only people that are ever recognized are the people that complain, while AT&T sits there sucks the life out of the silent people. At one point I lost my job and being a broke college student, on my own, couldn’t pay my bill, you shut off my phone. I called and pleaded, saying that this has never happened to me, and what did you do? Nothing, you charged me a reactivation fee when I finally could pay the amount. How about that time when I got a phone interview for a dream job, walking around near 31st street in the heart of New York City, I tried to have an introduction interview and the service dropped 7 times (one more time SEVEN) and the job never called me back...
Enough, I am done sitting here paying this ridiculous bill. It’s like paying for a 5 star dinner and getting a f*&%ing whopper jr. in return. I am ashamed to lend my phone to people because it won’t ever make call anyone.
Just thought you should know. This company is a scam.

A knock-on-the-door saleslady convinced my wife that we should drop Direct and go with ATT (in spite of the fact that I've had a 25 year hate relationship with the company). Give it a try, I thought. The bill was supposed to be less...ya know, don't cha know...a lot less as an introductory come-on. Well, the bill is not cheaper. No surprise there. Oh, we didn't know you wanted meat with that sandwich! And the service is still as bad as the old AT&T monopoly of 25 years ago (ya know, don't cha know, the one that said, we may be the only telephone company in town but we don't act like it?). Play back of recorded programs on their DVR is jumpy at best and downright frozen at worst. DON'T sign up with these clowns. They still don't have this technology thing figured out...but they do know how to maximize a bill!

i paid my cell phone bill through green dot bill pay and it has posted to my card account but not to my phone. also i was debited a second time for the same amount and i would like those charges stopped

I thinking again to switch to Comcast Cable. AT&T for sure don't have hi speed Internet. That's just a joke.

I had DSL Internet Service installed in July 2009, this is November 2009. I never received my reward.

I Have AT&T Internet Service It Is Very Slow I Have Spent Countless Hours On The Phone Speaking To Technicians Trying To Resolve This Problem . Not To Mention Online Talking To Agents This Has Been Going On For Almost A Year. So If You're Thinking About Signing Up For AT&T Internet I Would Warn Against It.

I have a similar experiences just a couple of days ago, u-verse ordered, took off time to wait for installation, no one showed, no call, and no e-mail to inform that AT&T was not coming. After calling customer service, they tell me that we are not eligible and the u-verse order was cancelled. I was surely not happy that they cancelled the order, but I am more upset that they did not contact me to let me know before I took off time from work.
The other frustrating thing is with customer service. Spoke to a customer service rep who passed me on to their manager to help explain what went wrong. He (Westley) was not able to provide any specifics as he was reciting from a company handbook. After pressing him to provide details, he agree to e-mail me back in 1 hour the details of when the technician supposedly came on-site to determine we were not eligible. I have yet to hear back from Westley.
The other goofy thing is that their web site, sales rep, and customer service systems all say that we are eligible for u-verse. I guess I shouldn't expect anything to improve with AT&T after 8 years since I ran into a similar problem when we upgraded our AT&T DSL. They switched us off one DSL service to upgrade us to another and then tells us that DSL was not available in our area. After sitting on the phone for hours and being bounced around we finally got it fixed. What a fiasco. What a company.

Since initiating service on March 21, 2011, I have yet to receive a bill to pay. Because of no bill, no payment has been made in spite of monthly phone calls to AT&T costumer service informing them of this. Each time, a customer service rep (first there was Stephanie, then additional ones sometimes exceeding 4 calls to AT&T a month) has been much less than knowledgeable. AT&T, at the end of May, shut my service off - all because payment hasn't been made because bills have not been sent. In addition and when I called needing my service turned back on, the customer service agent stated the bill at an astronomical amount not even remotely close to what it should have been. After much discussion, the bill was actually reduced by over $125. Each time and when calling, on-hold wait time exceeds 18 minutes with some times, the phone call being disconnected. In addition, I subscribe to cable TV with AT&T. Most channels volume fluctuates as you watch the particular channel and from channel to channel. I called AT&T tech support and they were unaware of that issue (which is difficult to believe). The only answer Shaneika, the tech support person, could offer is sending me a new box with the promise that all shipping of the old box would be included - surprise - it was not. I suspect that my account will be billed for shipping of the old box back and another 20 min on hold phone call next month. If this is what customer service has come to, no wonder why our economy is down the tubes. Do not subscribe to AT&T for internet and TV - it must be THE worst customer service in the industry.

I called to order 5 of the Channel Directories because the ones provided to me when I signed up for service 7 months ago were outdated. I was told they could only send me 1 even though I have 5 of the boxes in my home. The rep actually told me I would have to call back 5 times and could get 1 at a time. I called back later and had to have my request escalated to a tier 2 tech rep who couldn't help and then I was told this request had to be escalated to a manager who would call me back in a couple of days. Seems completely ridiculous to me for such a simple request.