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AT&T review: service 48

I
Author of the review
8:06 pm EDT
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The worst decision I have made in years was to change over from Dish Network through ATT to the bundle of U-verse internet, digital phone and cable TV. We have had nothing but grief. Their technical support is non-existent, or puts you on hold for days. It is all miserable

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48 comments
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anonymous
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Oct 23, 2008 3:21 pm EDT

Dont feel bad, I work for them! They call me three times a day wanting me to get the service. Finally I agreed. They ran me through a credit check and told me I was high risk because I filed for bankruptcy three years ago. Since then I am on the road to repair my credit I have two low rate credit cards in which I pay in full every month and a low rate car payment. I pay all of my utilities on time every month not to mention my phone bill (I work for them for heavens sake!) I asked why and they said because of the equipment, not that they think I would steal it(hello? they know where to find me!) then they had the nerve to tell me that the CEO and shareholders don't want to offer this service to people with bad credit. Hello? I AM a shareholder! Did I get left off of this vote? I feel that this is discrimination. I told them that credit can be fixed but loyalty cannot. Pretty soon they will be throwing uverse at us. Don't worry, I know first hand... It just makes me mad that they call us wanting us to get this and then embarrass us by running our credit and denying us. I don't think this is the time to be doing this to us given our economy and all.

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Jessy
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Oct 13, 2008 7:20 pm EDT

Do not switch to AT&T beside the fact the system is never working, & you can never get thru to the company. They don't show up when appointments are scheduled. I had my uverse dvr/computer/phone put in in August 2008, and I don't think I have had more than one week go by that I have had to call them out for repairs. They have missed 5 scheduled appointments, with not even a phone call. Try to call them and you go thru a rediculus recording system, only to have to hold for 20 or more minutes. They seem to think all you have to do is sit home by the phone twiddling your thumbs.

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Yoji Endo
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Oct 08, 2008 9:30 am EDT

All of these services run credit checks, they arent gonna put up all this equipment in your home if youre a bad risk. All wireless carriers do credit checks as well, but may have different standards.

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champ
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Oct 01, 2008 4:14 pm EDT

A salesman just left my house after talking me into trying the AT&T UVerse service for over 30 minutes. He called his service department to setup an install date, and after going threw every bit of information about me, they asked for a credit card because I was high risk. I gave them my Visa debit card which money comes directly from my bank account, and they wouldn't accept it. There was no mention of a credit check. I have had Comcast cable and inet access since, well, forever. If this is how the business model runs for AT&T in the beginning, I could imagine the problems which lie ahead, and I sure wouldn't recommend AT&T service for anyone.

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Marjorie
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Sep 24, 2008 7:47 pm EDT

Tech support is pretty good, but customer service is very, very bad. I live in Houston and our service went down in Hurricane Ike. Waited a week to call and see if they had any information. After a pretty good sample of the runaround, I got a person who told me the service would be back up in 3-4 hours. Not so. Two days later, I called again. After quite a bit of time on the phone, I was told I would be transferred to the Uverse customer service department (?! the number I dialed was supposed to be the Uverse customer service department). That transfer got me a recording that I had to call back during normal business hours. The next day I did. Twice. After about 20 minutes on hold each time, I was summarily disconnected. The next day I waited on hold again for about 20 minutes and was told that Uverse's techs would be going door to door putting up notices asking if customers had service and giving them a number to call if they didn't (!). I asked for the number, so I could save them the trouble. That didn't work either. I've put a notice on my own door (it's now about two weeks after the storm) with my cell phone number to call if they show up, but this is amazingly bad. I understand they have a big job to do, but the power company (the Power Company!) around here has a bigger one and they have outage information updated twice a day available on line and on cell phones. What kind of customer service do you have when the electric company does that much better than you?

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Tim
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Sep 01, 2008 1:46 pm EDT

I'm pretty frustrated with the whole credit check thing myself. I certainly don't have the glowing credit others do on this thread, but I have never been denied for television service (or any utility of any kind, actually) in my life. In one or two instances, I've had to put down a deposit (which I would be OK with), but never denied completely. It's elitist garbage and very irritating.

My actual story is that my current apartment complex has an exclusivity agreement with Time Warner, and I've suffered through their service issues for months. In June, I actually lodged a complaint with the PUC to complain about not having any other service outside of TW. AT&T responded to me (must've been forwarded to them?) and they started building out in my area. After a month or two, I contact AT&T and they worked with their engineers to finally get me marked as serviceable. I immediately tried to order service, only to be denied because of my credit! I made several calls, and no one was able to tell me who I needed to speak with to make this right. I wrote them a very long, detailed telling of these events, and how poorly I was treated when I was looking for a straight answer about my denial due to my credit (the best I received was that I'd be getting a letter with more detail, but it never came), but I've not received a reply in any form.

More frustrating then the choice to not be allowed to have AT&T service is the complete mystery surrounding it. Isn't there something that can be done?

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stevanpierce
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Aug 25, 2008 2:17 pm EDT

I too have a bone to pick with AT&T. Shotty service, misleading advertising, piss poor customer service, and a laise-faire attitude about us as a customer. I never had issues with Time Warner and that is where I am headed, back to TW.

My over all issues can be seen at http://stevanpierce.blogspot.com

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george thornton
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Aug 14, 2008 3:30 pm EDT

Yea, They did the same thing to me.

THEY NEVER TOLD ME THEY WERE GOING TO RUN A CREDIT REPORT.

I will be complaining to all my state city, county, state and federal offices, until they get fined. (It is illegal to do that!)

I OWN my home! I OWN my car!
Never been late on my phone bill in 4 years, never been late on my cable bill in 4 years.
(Yes, I had a bankruptcy - guess when, 4 years ago).

They have lowered my credit score, by checking my credit WITOUT MY PERMISSION!

Not only will I never use their service, I going to switch EVERYTHING over to TWCable.

1.) So, now they are going to lose money.

2.)I am active resident in a 200 unit building who be slamming ATT to every unit owner.

3.) I am a cutting edge tech leader type, Who bought a Mac in Feb. of 1984, who bought a palm pilot in 1994 when they were still made by U.S. Robotics, who bought a ReplayPVR in early 1999...etc. Before anyone even new what it meant. I have many, many customers/ clients...

Note: To ATT -U-Verse marketers piss off one person and you pissed off hundreds.