AT&T
reviews and complaints

On February 25, 2011, I cancelled service with ATT Uverse as we were moving to a new location without ATT Uverse service. On February 28, 2011, I returned ATT's equipment through UPS. UPS shows that ATT received the equipment on March 3, 2011 with a tracking number. Probably mid-way through March, I received a letter from ATT Uverse stating that I had not returned my equipment. I called ATT Uverse and spoke to customer service and gave them my information. They looked up my account and said they indeed had received my equipment and would resolve the issue. Around two weeks later, I received another letter saying they were going to charge my account $425 for equipment I had not returned. Yet again, I called them and they said they would resolve the issue and would not charge me this amount. On May 4, 2011, I received a charge on my credit card for $425.02. Once again, I called ATT Uverse only to be given the run around and told that they could only open a case and forward it to the department that handles equipment returns. After speaking to supervisors and managers, nothing has been resolved and I'm left with a $425.02 charge for equipment that I RETURNED. It has been two months of trying to resolve this issue and I can't seem to get a hold of anyone who can fix the problem. There's no way to communicate to the equipment return department and customer service has proven to be inept at accomplishing anything.

Last March, I moved out of my apartment and had at&t uverse at that apartment. I wasn't able to have uverse in my next apartment, so at&t (per my 1 1/2hr convo w/ customer service) gave me DSL. Note that my uverse acct was automatically drafting from my AMEX. On my uverse, I decided to have that auto drafted from my Visa. Months after my move, I did see charges for "at&t service" on my AMEX--but was thinking it was for my new DSL. In August, out of nowhere, I get a HUGE bill for $243 that I owed for Uverse and noticed "thank you for your payment." At&t had never closed out my account and was continuing to charge me for my previous Uverse account. Several phone calls later, I still cannot get this straightened out. Altogether I lost roughly $400, and also continue to get threatening Collections Notices. They keep maintaining that I really wanted to be paying for 2 totally separate accounts for no reason! At&t is an AWFUL COMPANY!

We have been waiting for U-verse to come to our area for approximately a year and I finally found out that I was able to get the service. We scheduled the install on Friday 8, Apr 11 and the young man (Chris) came and went through our house like gangbusters. I was studying in my office and when I showed him the existing outlet (for Direct TV) he said it would be easier to just bring in a new line. When he got done one of our TV boxes would not accept the service even though he used two boxes. Due to the late hour we arranged for him to come back the next Monday. During the weekend our internet was absolutely horrible having only two bars upstairs and one laptop not being able to gain access while another was able to gain access. When Chris came back on Monday he fixed the one box, opted to move the modem upstairs and since I am in school he said he could go ahead and run a line directly to my office. Once this was done everything was great until I got the bill... I found my self having charges totalling approximately $370 that I was totally unware of. The tech, Chris, did not inform us that every outlet that he opted to install was a charge and the additional line for the computer was a charge. He also had the audacity to charge me for the visit on Monday the 11th when he had to come back anyway to fix what he didn't on Friday. I put in a complaint to AT&T and they made a case but told me today (29 Apr 11) that these were viable charges and I must pay them. I've put in a complaint to AT&T corporate and even as I'm typing this I have a manager from the U-verse on the line. BE VERY CAREFUL with these installation charges. BE CAREFUL of Chris (sorry don't know his last name but I have his mobile [protected]). This has been a nightmare. After contacting the billing department speaking to at least three reps and a supervisor and calling corporate headquarters I have finally been told that these charges will be removed. We'll see next week.

I strongly suspect that at&t is targeting part time florida residents ("seniors") with high "off" season billings. We had put our line phone and dsl on "vacation " before leaving florida. We recently received a bill for over $40 in charges for phone & dsl service. Our bills from a year ago were only $12. Or less. I had to talk to 3 different people to get this resolved. "seniors beware"!

I subscribed to U-verse 6.0 and they delivered 5.0. I upgraded to 12.0 and they deliver 11.0. U-verse will never deliver the advertized speed. I suppose if I subscribe to 1.5, they will deliver 0.5. They subtract 1 meg from all their promised speeds. This desception is not acceptable.

I am also having billing problems. They promised a discounted rate, and they are charging the full non-discounted rate. They also charged twice for the equipment.

I am also having rebate problems. They promised rebates for signing up, but they keep denying the rebate requests.

I have had my fill of AT&T's customer NO SERVICE. They don't deliver as promised.

If you are considering AT&T, don't. I have AT&T wireless and was considering moving everything else to AT&T. I decided to keep DirecTV, but switch everything else. I had Cincinnati Bell for phone & DSL. AT&T could not take the order for internet until DSL was disconnected. It was supposed to take CinBell 4 days to disconnect, but we had to wait almost 2 weeks because they lease the lines from AT&T and it took AT&T that long to disconnect the service.

I then ordered my wireless & phone (with a port of my current number) on 4/13 for install on 4/20 - and was told they would call my wife's cell 30 mins prior to install. On 4/17, they called me to tell me I had a "slam block" on my local number and they could not port my phone until I had that removed - no problem I thought - BUT they require 4 days prior to install so I would have to reschedule. NO WAY - so I cancelled the telephone switch - their loss. Seems they could have checked that on the 13th, 14th, 15th, or 16th if they wanted my business.

When they confirmed the install I again stated they would need to call my wife's cell 30 mins prior because I would be out of town - no problem - it's in the notes. On 4/20, I was in meetings without my phone. When I got access to the phone, I had 2 voicemails - on MINE, not my wife's - 1 stating they were waiting, but would only wait 20 mins and 1 stating they were leaving and I would have to reschedule. I tried the installers cell, but he would not answer, so I then spent 1 hour on the phone with AT&T - about 4 or 5 different representatives. None could reach the installer, until I tried to cancel my account - they contacted dispatch and were able to reschedule for that morning - which was my ultimatum. I had ZERO desire to stay with AT&T at this point, but I had been without internet for weeks. IF they could do it that day, they kept my business, if not, I move everything to their competitor.

Unfortunately I'm about to call them again tomorrow. The speed is great, but it drops frequently for no apparent reason. It also causes a lot of static on my phone line.

GO WITH ANOTHER COMPANY!

Absolutely the worst customer service. Ordered dsl online 4 / 7. After a few phone calls they came out to install and had wrong address ~ how did that happen. My order is correct. The tech installed the cables and all was working, of course i was given a third acct number that day. I set up my email and all working. Next day it wasn't. At&t cancelled. Spent 2 hours on phone. . . They didn't even show a tech at my house and would have to reschedule a week away 4 - 21! Called today to confirm. They had lots of notes, all my acct numbers but i wasn't scheduled. The soonest would be 5 / 6! Screw at&t. 4 acct numbers and they can't get it right. Unbelievable!

4/18/11
afni, inc account #[protected]-01 @ph.#[protected] @ creditor account #$[protected] @ original balance $552.33 @address po box 223721 dallas, tx 7522
this message is reguarding the aforemention account, that i reginald taylor sr. have not ever had an account as stated on this collection notice. that this is a fraud account in my name. i am giving notice that this is a fruad account, @ identnity thief victum i am in this collection matter. please make necessary adjustment to correct this error and billing collection.
Thank you for your cooperation, r.taylor sr.

Please, help us, [protected]@T ripping off customers with their phony promotions.
I used to have High speed internet for $25.00 for 1.5 MB /second. Then, I have signed up for a promotion for High Speed Internet for $14.95/months( 3.0mb/second) during, I believe, the end of December 2010 or beginning of January 2011. In January 2011, I got bill for $14.95/ month, that was correct. Then, Twice I have received error, where I was charged $30.00 for AT &T INTSVC( High Speed Internet) instead of $14.95 per months.
I spoke with one agent on 3/19/20011, regarding my internet bill for the period of Feb.11-March10, 2011. She made an adjustment to my account, credit $15.05. She also told me that my account was adjusted. So, I won't be getting error of $30.00/months. She also told me that she sent me e-mail of adjustment, which I never got. Once again, I was charged $30, 00 for the Internet for the March11-April10. I received $30.00 invoice for internet . I talked to another agent. I was told that adjustments were made on my account. Pay, 27.60( for internet and phone original total invoice was $42.65--$30.00 for internet and $12.65 for phone)). I still have not received a letter of promotion for $14.95, which I asked to send me tree times. They told me maybe I got att.com on a spam folder. I called Internet company and checked my configuration, everything is ok. att.com is not being blocked. Simple, AT and T telephone company never sent me any email, regarding adjustment of my bill to $14.95/month. I called again, now I hear different story, that no adjustments have been made. They lied to me, and they put a ticket on my problem, and someone got to contact me within 30 days. Guys, they are playing games. Where do i write or contact to complaint, I called to Billing, and every phone I have on my Telephone account. How can I make a stop to all this?
Also, please check At and T customer forum complaint board at
http://forums.att.com/t5/Billing/bd-p/internet-Billing

AT&T lures people in with offers of modems free after rebate, but they seem to have absolutely no intention of giving back the money. You e-mail their customer service, and they reply saying how eager they are to help you, but offerin no help. Their automated phone system hangs up on you while you are waiting on hold to speak to someone. Their website asks for your account nuber, then says your account does not exist even though it is printed on bills that keep arriving every month. I personally am very happy with my internet service itself, but the dishonest and irresponsible business practices of AT&T will hav me looking for other options when my year is up.

I signed up for At&T 6 megabite DSL back in February. The technician got here to set it up and informed me that the speed was 1.5. The representative either lied to us or made a mistake. If the technician hadn't said anything we would have been charge for the faster more expensive service. We called 3 hours afterwards and canceled due to this misinformation. A month later AT&T charges me 150 dollars saying we didn't call and cancel. We gave them names and confirmation numbers. They said they would send me a check for the money and they were sorry. 3 weeks later I get a check for $6.21. I have since spoken to 8 diferent representatives, all with diferent stories and all promising the same thing, my money! It's been another 2 weeks since my last phone call. Do yourself a favor, DON'T use AT&T. They will take your money, promise it back and never deliver. I will never use this awful company ever again.

ATT has a policy that they will open an account with no ID required for residential telephone service.
This both supports and promotes fraud.
Recently I found out someone opened an account in my name, in a city I have never even heard of. The account was open for 2 months and and then closed. They dont have my id, an telephone recording of me saying I wanted service, a letter, NOTHING! Yet I am GUILTY unless I can prove I am innocent. I thought this was supposed to be the other way around in America. Additionally, I asked them to put a note on the account that was created in my name to not allow any future connections under My name and social security number. I was told "Im sorry sir, we cannont do that!
So, ATT is a company that will open an account in anyones name, with NO ID required, and hold you liable for any charges incurred and continue to allow this to happen to you without flagging the account. Again They Support and Promote fraud by their own policy. I filed a complaint against ATT with the Federal Trade Commission.

I ordered AT&T u-verse internet service with the self install option for my home. Being an electrical contractor for over forty years, I’ve installed hundreds of telephone systems. When I installed the equipment, the service did not work. I called AT&T tech support, and they confirmed that everything that I had done was correct. So, they would send a tech out to find the trouble.

The tech checked all the internal wiring that I had previously done and commented that it was not only professionally done, but it was correct. He told me that he needed to install a separate jack for the u-verse. He used my same wire that was there. This was never mentioned anywhere in the installation instructions or anywhere on the AT&T website. If I would have known this before he entered my house, this was something that is easily accomplished.

I asked the tech if many people who opt for the self install option end up having an extra charge and the aggravation of a tech coming into their house. He told me that honestly, most people cannot self install, but AT&T certainly doesn’t tell the customer up front.

The end result was that everything now worked fine, but I am now being billed an additional $110 extra for the tech to enter my house and install the jack.

I feel very misled.

Mike N.

This is the worst internet I have ever had. I've never seen internet so slow in my life. Even 56k is faster than this internet. I tried to cancel my services because I am a very unhappy and not satisfied customer. Being the worst company they are, they want to charge me a 150$ cancellation fee. Why would you even charge people to cancel their internet when they are not even satisfied. You scammers are stealing my money and a waste of money spent on such horrid internet speed.

AT&T has blocked the website http://icefilms.info from its customers. We simply cannot access the site while others with different Internet providers can. It happened in the last couple of days and it is a known problem for AT&T customers as discussed on the icefilms forum...we figure that the site streams videos and AT&T has decided it takes up too much bandwidth...or the company refused to pay AT&T to let it access AT&T customers...at any rate, we called AT&T to complain tonight. The Internet tech support dude claimed that AT&T doesn't block specific sites. We asked to speak to a supervisor and after putting us on hold, the agent came back, said the supervisor was busy and gave us a complaint line number to call. Well, that only connected to something about a class action settlement about AT&T slowing peoples' connections without telling them. Clearly they are doing it deliberately and avoiding in-person complaints about it. This is pretty much the last straw with AT&T...we are going to look into other Internet provider options.

OMG! I wish that I had never even heard of ATT U-Verse. I have been an ATT DSL customers for years and loved it. But when we moved I had to change my Internet & TV (Thank God I left my cell with Verizon). These guys are a joke. I ordered my setup a month in advance. First the landline didn't work . . . there was a line to the building but a loose wire inside. That took a week to get a tech here for 4 1/2 mintues work. Then the TV service didn't work (DIRECTV I LOVE YOU). I couldn't get Directv because we aren't south facing enough. Now the computer, good thing I didn't have any live trades on. GGEEEZZZZZ. Get Pioneer.com for long distance.

After agreeing to a bundleing package with Direct tv and at&t I have not been billed according to the original agreement. Their so called service department has refused to deal with this issue. Despite many hours on the phone and promices by at&t service people to hear from a superviser, none have ever called! Beware of their claims to provide good service, it is a joke.

We changed our cell phone service from Verizon to AT & T . Always had to go to the store every month for extra charges that were on our bill. We spoke to a Joycelyn Holley at the AT & T store at 6315 N. May Ave, Oklahoma City, Oklahoma just to see what kind of plans that they had and what our monthly bill would run. I work at a local hospital and we get a very good % deal off of our cell phone service if we go with AT & T. So we decided to switch. We asked multiple times while we were in the store if it mattered rather the account was in my name or my husbands name to get the discount as I was the one employed at the hospital. She explained to us multiple times that it didnt matter. She even asked a manager that was there in the store that day if it matterered. And again we were told no it didnt matter. We didnt care rather the account was in my husbands name or mine and since it wasnt going to make a difference we just put it in his name.
After the secound bill cycle I noticed there was no discount. I called the store and was told that it might take one more bill cycle for it to kick in. I finally called the AT & T Customer service to check on the discount. They told me that we couldn't get the discount as the account wasnt in my name. And that they sent us a text message letting us know that. First off we never recieved a text message fromt them and I think that is very un professional to send a text message anyway. I told the lady that I was talking to that we wanted out of our contract then, that Joycelyn Holley had lied to us. Of course she was very rude and told me that could not happen. I then told her that I wanted her to contact the manager at the AT & T store at 6315 N. May Ave in Oklahoma City and to talk with the manager to let him know that Joycelyn Holley had bold face lied to us. And that I wanted a call back form him. Well that never happen either. Never heard a word back from any of them. I was told that we could fill out a form to have the account switched into my name. I feel that it isnt my responsibility to do so. And we had already been ripped of 4 months on our bill. We havent decided yet to just buy our contract out or to let it ride with the liers. I wonder how many other people Mrs. Holley has lied to and screwed over.

I have a cell ph through att wireless, i pay 130 a month for me, elizabeth, and my boyfriend joseph to have 1400 anytime minutes, 20 a list #'s (can call for free anytime) and unlimited texting. I am not staying at my apartment right now for a couple of different reasons, one being a child that i babysit is very ill, and the doctors do not know what is wrong with him yet. I am staying with the child and his parents to help assist with the other children in the household and so forth. Being here i need my cell ph to work, because if i am babysitting and the child has an episode i need to b able to call the parents and tell them to come home. Yes i can call 911 but that doesnt do a whole lot of good when i cant give the consent to treat the child. So i called att told them my phone doesnt work they said it was the sim card, went to the local store got a new sim card, went back to the house still didnt work called customer care they said the sim card i was given is bad. (Now realize every time i put a new sim card in my ph it resets my settings my ringtones, pictures, fonts, etc.) They told me i would have to drive to Rib Mountain, WI to a Corporate store to get a sim card there the store i went to was just a franchise. Rib mountain is about 35 miles away and then 35 miles back; so thats 70 miles at 3.57$ a gallon of gas. You do the math. Got home guess what sim card still didnt work i called and complained again. Then 3 different people 1 from customer care, 1 from a corporate store, and 1 from the franchise store told me to get a microcell i would hook it up to my router and it would give me my own signal.
Let me just also tell you before we came to the conclusion of the micro cell i spend 10 + hours on the ph trying to get my ph fixed 2 people told me the area was bad, spotty service. 3 people told me the network was fine. 1 person told me YOUR EITHER TOO HIGH ABOVE THE TOWER OR TOO LOW BELOW IT. HAHAHAHA 3 people told me they were working on fixing the network in that area. So you can understand my frustation. Back to the microcell they told me to get one but it was $199.00 and the corporate store told me well you can call customer care they give you a coupon to get it for free. So i called. They said that no they cant give it for free that i have to pay my 130$ ph bill and give them another 199$ for this microcell but they would take 100 off and thats a good deal because normally in order to take this 100$ off i would have to purchase some plan thing for another 50$ but they would just give it me.hahahaha So i said screw it and called the office of the president, they sent me a microcell free of charge straight to the house i am staying at. I got it all hook up correctly and registerd. Guess what? Doesnt work, called customer service spoke to an airhead who spend 1 hr trying to fiqure out if my ph was 3g, call was drooped spoke to another guy come to find out my ph is not 3g so therefore is not compatable with this microcell, and no one thought to check this before offering the services to me. HAHAHAHAHA.
Now they decided that what we need to do is get a 3g ph so it is compatible with the microcell, and att is going to cover the cost of this, if i choose from 4 certain phs. I choose one of the certain phs. My boyfriend choose a ph that is not on the list because he works in a factory and doesnt like the fact that all the phs they we slide down qwerty keyboard. he is afraid he will break the ph. And when we orginally signd our contract we picked phs we like and that we could afford. Now we have 4 choices. Well i talked to att they said yes he can get the ph he likes the htc freestyle and the will cover the costs but we have to renew the contract for another two years. Because he choose the htc ph.hahahahaha
done dealing with this im getting a lawyer

On 03/21/11 I bought an AT&T Pay As You Go “$2 Unlimited Daily Talk & Text Plan” for my mom and prepaid $30 to use it for 15 days while she was with us. On 03/24/11 my account was depleted and charged for $22.00 for “GPRS” which turned out to be data use, although I am 100% certain that no internet was accessed by the phone (heck my old mom cannot even check internet on a computer let alone a phne!). I called AT&T and the first representative offered to credit my account for $20, but thinking that I was mistakenly charged for $22 for services I didn’t used, I asked to talk with a supervisor to get the full $22 credit. I talked with 2 different supervisors (Charles, id# cb767t on 25th and Amanda, id# kf0310 on 26th) and to my surprise they both maintained that they would only offer me $2 refund for the $22 they had charged my account, and didn’t even honor the $20 the first level representative had offered. I paid for a voice plan, gave my phone to the AT&T store associates who installed my SIM card and did not say anything about this bogus data charges. The phone was only to make voice calls. This is not acceptable that they just take $22 off my account for something I did not do or use. Can somebody explain to me what is the difference between what AT&T did and stealing money from people? Sure enough, I will be terminating my family plan with them as soon as my contract is up in a few weeks and go back to Verizon.