AT&T
reviews and complaints

At&t august 11, 2010

To whom it may concern,

This letter is to express my frustration and disgust with at&t and the service that I was provided while trying to set up my business phone line, fax and dsl service.

I have been a residential customer of at&t for the past 22 years with 16 years at my current address and phone number. I have a home phone line. I had a home fax line. I am also a wireless customer with at&t. On the home fax line I had my dsl service, for about 3 years, with very few problems.

On july 9, 2010 I placed an order for two new business phone lines. A tech was dispatched to my home to set up my two new lines on july 12. He did his job, but, another tech was sent out on july 21 to add lines to the inside of my house and get my service up and running. While he was here, he asked if I would be keeping my home fax. I said that I would not need that line, but, my dsl ran on that line. He had me cancel the phone number and my dsl service (He used the existing line for the new fax line) and told me that when he had completed his job I needed to call at&t and have my dsl service moved to the new fax line (That he had just installed.)

I set up an appointment to have my new dsl connected on july 23, 2010. The tech said that there was a problem but that his boss (John houston [protected]) would make sure that my service was up and running by 8pm. It was not. I spoke to john on the phone and was told that my dsl service would be up and running by the time I woke up saturday morning. It was not. I left on vacation for a week and came home to no internet service. On august 4th a tech was to be dispatched to “fix the problem” and get my line up and running. On august 4th, I called at&t to check on the status of my order and to see where the tech was. I was told that I had received a phone message that there was a problem with getting the dsl service that I had ordered. (The message was left with [protected]…that is not my phone number…I did not receive the message…how ironic that at&t, my phone service provider, can’t get the number correct). At&t said that they would send a tech out on august 5th. The tech came out. He noted that I did have dsl on my line, but, that it was running terribly slow. He checked my order and said that the order was for the lowest package that you offered. I know that I ordered the fastest dsl package that at&t offered as it was important to my business. While the tech was working on my line, I called at&t and upgraded to the “elite” package (I was told that the “elite” dsl would be up and running by close of business on august 9th.)

After more than 3 hours of working the tech came back to my house and said that at&t could not provide me with the dsl that I had ordered. The tech said that he was told by his boss (Paul zivat) that they are upgrading the dsl lines and that they are not setting up any new service in the area! Even though I had been an at&t dsl customer I would not be able to have my level of service back.
Apparently, when I cancelled the dsl service on my home fax line I lost the ability to have a usable and dependable at&t dsl line in my home. Although I had a usable and dependable dsl line for the past 3 or so years, provided by at&t, cancelling my phone line left me out in the cold. No one at at&t informed me that I was grandfathered in and that had I not cancelled my line, I would still have my at&t dsl service. Basically, at&t has refused to service my family and business.

On august 6th, after many phone calls to at&t, I was told that I could get at&t dsl on my home phone line as the customer service rep felt the problem was with the fact that it was a business line…yeah! I ordered the “elite” package. The customer service rep set everything up (And even said that she would provide me with an at&t visa gift card for all of my trouble.) she tried to expedite the installation, but couldn’t. I had an appointment for a tech to come out on august 9th. By mid afternoon on august 9th, I was having that familiar feeling…no tech had called…might there be a problem? I called at&t. The service was cancelled! Why, I asked? At&t could not provide me with the “elite” package…might I like the “pro” package? I would need to place another new order and wait another 3 days to have it installed. An order was placed.

Again, this order was cancelled. I called at&t. I was told that the orders were written up incorrectly and that I would have to call back and have a new order written. When I called back, I was to tell the rep that I needed to have them place my order not with the central office but with the remote terminal. I did this! The tech is set to come out on august 13, 2010.

Because I have been stuck at home for days, waiting for the at&t tech, I have done some investigating and formed some opinions.

First, although I do have an order to have a tech visit my home to provide me with dsl, I believe that the service will, again, not be usable and dependable. The dsl that is running on my fax line is supposed to be running at a rate of 3.0 to 6.1 mbps but is instead running at a rate of 0.20 mpbs. Will it be any different when the dsl is installed on my home phone line? No one at at&t can answer this question for me. I feel that I now have enough knowledge to answer the question…no! Clearly, this is not acceptable.

Secondly, my family and my business have suffered greatly because of the fact that I have not had usable and dependable dsl service for over a month, even though I have been promised by every att&t customer service rep that at&t “knows that I have a choice in the product that I purchase and that they will solve my problem and provide me with excellent service.” that is, of course, unless they won’t.

Thirdly, at&t employs very nice, polite people to man their phones. Unfortunately, they only “take orders”…once the “order leaves their desk” they have “no control over what happens to it or if it actually gets processed” and they are “very sorry for my troubles”… and that I should be aware that “orders can be cancelled at any time” … they are also, always willing to transfer me to someone who can better help me (But, they never stay on the line, leaving me to explain my story to 5 different people) and I have yet to really be helped…I still have no usable dsl service.

Lastly, thank you at&t for the invaluable knowledge that I have gained into my computer, dsl service and the internet. I have used my newfound skills to come to the conclusion that I need to go elsewhere and seek out new internet service as at&t refuses to provide my family and business this service.

Sheri schwartzkopf

After talking to a sales person at an at&t store, I decided to go with at&t u-verse for my internet and cable tv, even though the competition had a slightly better deal as it seemed like the internet service would be faster. They weren't able to schedule an appointment for me until two weeks, claiming the people who set it up live two hours away (Which was a lie). I patiently waited for the date and a service technician came out the day prior to the full installation to set it up. He had to replace the box and move around wires and claimed the techs wouldn't know what to do if they saw the old one so he changed everything. I asked if it would affect the service of the other tenants in my building to which he seemed very unsure of the job and insisted that if it did, not to tell any of them. The following day, the service technician that was supposed to work on the inside came in. After hours and a full day of me waiting around (As I couldn't leave my apartment until the work was done) he still wasn't able to get it set up and spent the day trying to call representatives to run checks on the line and do the necessary work. They kept putting him on hold and when they finally did get on the line, they either kept postponing the job or kept making mistakes so he wasn't able to connect. After he left, they sent over another service tech for the outside who claimed it looked fine and was ready to go. The service technician had to come back a second day (Mind you, this is a service that's supposed to take five minutes to set up and we were now going on a second day - I have a life too and had to cancel a hiking trip and several errands to wait around for it to get installed). The same ridiculous scenario played itself out for another full day and the service wasn't able to be set up. He apologized and said if I 'hung in another day or two' they'd be able to get it installed and make it 'worth my while'. I have two neighbors who have this service, u-verse does service my area and there shouldn't have been any problems, nonetheless ones that couldn't be successfully resolved in two full days. Long story short, I wasn't going to waste a third or possible fourth day with this nonsense without a guarantee that it could be done in a day and without at&t compensating me for two days of lost time and productivity and a lot of frustration. When I called the service number I was met with a girl who could care less about my experience and re-iterated that if I waited 'a day or two' they could fix it and only then could they offer me some sort of promotion or compensation once it was already set up. Why was I going to trust that at&t could get this service running nonetheless that they would do anything to offer compensation once it was done? Nonetheless, she transferred me over to their retentions department (The department that's supposed to try to keep you as a customer so you don't cancel) and was met with yet another girl that didn't even know the situation and wasn't interested in trying to retain me as an at&t customer. So, I was left with no logical choice but calling the competition and found a better rate and a quick installation time frame. The service tech did check back in with me and told me that he had written a long report about his own experience with the installation and that the retentions department would call me that day to make it up to me and that he had explained what happened to them so they could take care of it. Not only did they never call at all but I went back to the at&t store to explain my experiences and was promised they would pass my information to a manager who could call me and handle it and of course that never happened either. I had to return to the store a few days later and inquire about it only to be told the person they had given the information to was on vacation and then they were going to give it to someone else to call me. I'm still waiting but I doubt it'll happen. At&t had sufficient time to try to handle this situation and keep me as a customer, not to mention of the 40-some people involved in this scenario (Four service techs came to my house, the main service technician was on the phone for over 11 hours and spoke to countless people, plus the people at the at&t store) no one had the human decency to understand my side of the situation, take the initiative and solve the problem or act like they cared, or show me in any way that they valued my patronage of their service, and no one certainly stepped up to try to make me an offer of compensation. I am so horrified by all the time I lost and this useless service and lack of employee knowledge and team work that I clearly see at&t for the corporation it truly is, profit over human beings. I will never use at&t for future services again and when it comes time to renew my phone plan, I will most certainly go elsewhere. I can't believe this many people couldn't fix it or do their jobs or even be sincere. From other things i've read, lots of people are having problems with u-verse not only getting it connected but with the quality of the service itself and naturally the customer service end of it so in retrospect, going with the competition was not only the logical choice, but it was the ethical one as well. F-

Have you ever called the AT&T internet “support” line for troubleshooting? I recently had the experience of helping a friend with his high speed internet problem, i.e. teaching him how to use his att.net email. I could not log on to his email and I contacted AT&T support, first through the online chat. I was online with the technician for over one hour, and she eventually gave up and said I should call the helpline. I called the support helpline and was placed on hold for approximately ninety minutes. I then decided that I would visit the local AT&T retail outlet. They were busy selling a lot of telephones and someone referred me to their tech guy, and he was able to get online help within five minutes. Since the store did not have wi-fi, he said I would have to go home and continue the call from there. Of course, I did this and could not get “support.”

Later that evening I contacted them, I immediately got a human voice who said that they could correct the problem on the other end, and that by the end of the conversation, the problem would be completely fixed. She then requested that I pay a one-time $49.00 charge, at which time she would give me a ticket number that I would then be connected to an “AT&T Certified Technician.” After a one hour and fifteen minute wait the technician apologized profusely for the delay (during which time I repeatedly heard those pre-recorded messages about the convenience of their service, and how I could make an appointment). We spoke for ten minutes and he said that I had to be at my friend’s home with the modem and computer in front of me. I was getting disgusted and finally asked to make an appointment. His reaction muted and he placed me on hold for approximately five minutes. He then returned and said that a technician would call me the next morning between 10-11 a.m. I was there at 9:45 a.m. and waited until 12:20. My friend said that a tech called at 1:20 and again was sorry that we did not connect.

Have you ever heard of “service” where you pay and do all the waiting, and not get the results you are seeking? Have you ever made an appointment and wait for 2 1/2 hours and not get your callback? And have you spent $49.00 for the convenience of this service?

My friend signed up for att.net as his ISP with a one-year contract at $35.00 per month. A bargain, they say. I eventually created a gmail address for my friend, but he still can’t use his email until the “Support” comes through.

If you ever need an ISP, don’t even think about AT&T.

ok so back in june my debit card was charged for 91 bucks. i called them to get the charge reversed not only did i not get it in 4 to 6 weeks. I just got the check on monday. then last week on the 27th of july they turned my internet off for no reason. I called and after speaking to 12 reps i talked to a manager who told me there was no reason for it to be turned off and she turned it back on. Then 3 days later on my internet was disconnected again and i called and they told me that there was no reason for it to be off but if i wanted it back on id had to pay 50 to 100 bucks for their mistake i spoke to 20 reps which 3 of them transfered me to either the wrong department or to a fax number. I also spoke to 2 managers one was extremely rude and the other hung up on me. Then on Saturday august 1st my husband called and they told him that the services was completely disconnected. and that a tech would have to come out. so we did that well the tech never showed up we called them back and they said the tech wasnt suppose to come out which is not what we were told. The rep was like oh youll get a disk in the mail because we had to open a whole new account. so today august 5th i got the paper work NO DISK! Had to call them again 3 times because the rep hung up on my husband! and finally we got the correct password from them and we have the internet back. we plan on changing once we can!

I called ATT customer service representative to inquire about payment extention due to my SS disability check changing date of depositing into my account to avoid late fee charges.

While conversing with the representative, she informed me that she could save me money by adding ATT wireless to my residential and internet services. She said that she would call me on Monday, August 2nd to find the exact date that my Versizon contract would end, but to lock myself into this particular promotion, she would need to go ahead and place the order on the day of the conversation and I would not be billed until, she called me to get the contract ending date from Verizon.

The next day, I received two new phones from ATT with instructions to activate my phone. The represesentatige NEVER called me as promised and today I contacted ATT Wireless and I will start billing and according to the supervisor, everything said and told to me was absolutely false, fraudulent and NOTHING that was promised me was true.

I am contacting the Federal Trade Commision as well as Better Buisiness Bureau. I even told ATT supervisor that this person is making fraudulent advertisement techniques to make a sale and that she is causing great damage to their company.

I may have to obtain an attorney or go up the ladder, I feel scammed, taken, lied to, all from a so-called reputable company.

Rodney E. Vicars
843.795.4719

At&t spends a lot of money making attractive commercials with cool jingles, but clearly none of the actors in those commercials have ever used AT&t for home phone or internet services. We have been frustrated with their complete disinterest in helping us, they keep transferring us from one "representative" to the next and no one seems to be able to give us an answer as to why we have additional charges on our bill other than LYING THROUGH THEIR FRICKING METH DESTROYED TEETH! we've been told that we cant disconnect our service even though the website clearly states differently

and they're rude, condescending and obnoxious- what they dont realise is that if they hadnt flunked high school they might have a better job than answering phones for this sham of a company rather than talking down to those of us that actually completed professionaa; degrees and have an IQ in triple digits instead of being legally classified as cretins

At&t is the WORST COMPANY EVER! i hope they go down in flames

I went online to the att web site in Mayand signed upfor service and 3 days before theservice was to start I wentbackon line and canceled. Now I am getting billed for service I do not have. I have cable service and it was never interrupted, but ATT says I have service with them. I have call 2 times to ATT to get credit for the wrong billing and am getting told that we owe the money for our monthly service and when I tell them Idon't have service, I am told there is nothing they can do, I was given a website...consumer.[protected]@bellsouth.com, but I cannot access the website. All I want is for ATT to stop sending the bills nad give me credit for the 2 months I have been billed.

Janice Garofalo

I am having a problem with AT&T giving me unjust charges on my wireless cell phone account. I live in El Paso, TX and keep having "Fringe Roaming" charges added to my account – from times when my cell phone connects to a Mexican cell tower, instead of a US AT&T tower. This last month, there were $290.91 worth of charges!

In the past, the charges had been very small ($10 and less) from May 2009 to May 2010 and I never even noticed them. A few months ago my bill was about $40 higher than normal. This is what made me notice these data charges for connecting to a Mexican tower. After talking to customer service a few months ago, the charges were adjusted (I was given a credit). I was told by the customer service people that I didn't have to worry about connecting to these Mexican towers (MOVISTAR, etc) because the charges would AUTOMATICALLY be adjusted off because this was considered “Fringe Roaming” and I didn’t have to pay for them. I was also told I didn't have to turn off my data roaming (which would substantially restrict my ability to use my phone) because the charges would be adjusted for me. I was also told that there is no way to make my phone preferentially use an American AT&T tower, even though my place of work is about one mile from one (which is about three miles from Mexico).

I have had to call AT&T every month for the past four month to have these charges manually removed – even though I was told that the “Fringe Roaming” charges should be removed automatically.

Well, this last month, there was a $290.91 charge for using the Mexican towers. AT&T decided that they weren't going to adjust all the charges. They "determined" that I had “actually been in Mexico.” This is not true. I have NEVER been to Mexico in my life. I am in the Army and work at William Beaumont Army Medical Center, at Fort Bliss in El Paso, TX, which is where my phone usually picks up the Mexican towers (although it also does this randomly while driving around El Paso). There is nothing I can do about it. So, AT&T said they will just charge me $30, for an additional International Plan, instead of the $290.91. They refuse to credit me the full amount because they say I was not in the US.

Additionally, since I am in the US Army stationed at Fort Bliss, I am not even allowed to go to Juarez, Mexico due to the violence there. Every Fort Bliss soldier has orders that we are not allowed to go into Juarez.

If I close my account, they tell me they will hit me with a $500 early termination fee, since I just renewed my 2-year contract a month ago, when I purchased my new phone, plus I won't be able to use my new iPhone 4 that I just bought for $300 a month ago.

What options do I have here? The customer support people refuse to take off the charges, since this "higher department" has “determined” that I actually went to Mexico. Customer service told me that they could enter a code into my account that would prevent me from being able to connect to a Mexican tower again, but warned it could severely limit my ability to connect to a tower. Customer service refuses to take this situation up with anyone else, and says that the decision in final and I must pay.

I assume there are a bunch of other El Paso residents, and Army soldiers at Fort Bliss (let alone all the other border areas of the US) that are being cheated by AT&T in this same way. As often as my phone connects to Mexican towers, I would guess there are a lot of El Paso residents that have been paying these extra charges WITHOUT EVEN PAYING ATTENTION TO IT, and some that AT&T refuses to correct.

I recieved several sales calls from AT&T about bundling telephone, Internet, digital TV services. When my contract with Direct TV was up, I took AT&T's telephone offer via telephone.

The installer arrived 07/31/2010 to do the installation. I discussed the techinical details with the installer prior to allowing the installation. To my chagrine, I learned that my digital TV service was set at a profile 19, which prevents the customer from recieving a strong enough signal to recieve HDTV in multiple rooms. Additionally, if you want to run HDTV in another room, you will have to turn off any HDTV signal playing in another room. The installer explained that the Profile 19 signal is not strong enough to service multple rooms with HDTV.

Even though I ordered the highest tier package, the AT&T sales person on the telephone failed to explain or advise me that my signal service could or would be downgraded and thus AT&T would be providing me a lesser quality of service. Was this deliberate deception or just a sales pitch that does not include all the facts that the buyer needs to make a reasonably informed decision? I do not know. Now, I do know that this is a significant problem experienced by other persons ordering from AT&T. They complained about this exact issue, after the installation. I was told that AT&T required them to keep the service anyway, even if the customer was not informed that HDTV would not play in every room simulteanously due to poor signal strength on Profile 19 installation. there are two higheer Profiles and they are Profiles 25 and 32, with 32 being the highest. The further you are away from the telephone junction box determine your Profile number. My home is the last house on the street and located about 8-9 blocks from the junction box.

These Profiles, to my knowledge are mapped out and may be easily made avialable to AT&T sales personnel. AT&T could easily make them include this pertinent information during their sales pitch.

Before allowing the installation, I contacted AT&T's Retention at [protected] and cancelled what would have been effectively a downgrade in my digital tv service.

I have had a wireless contract with at&t since 2/24/2010 . Recently I, like alot of other people, fell on hard times and was late on my bill . I called to make payment arrangements and spoke to at&t rep Gary Horn . I made arrangements with him to pay the late amount plus any fees . He had such a bad southern accent & was hard to understand . He said no I'd hafta pay that and pay the next payment also which was not even due yet ! I told him I can't do that and as I promised I overnighted the late payment . Well, fine & good right ? WRONG ! AT&T promptly turned off my phones . It wasn't even due yet, is this legal ? Now after complaining to everyone at AT&T they are only telling me pay the next payment, plus of course a $36 reconnect fee, or I may pay the next payment plus a $90 termination fee and end the contract . They already broke the contract when they turned off my phones . AT&T has the worst customer care reps anywhere . They should call themselves care-less reps !

this Nationwide was hire by AT&T to collect account and did not identify that this account was my account from AT&T and they are rude and threatened to submit this to collection agency don, t offer any way to pay them so in short they call and call but i complain to AT&T about this and was willing to settlled my account paying it monthly but AT&T write it off and let this nationwide company handle the acoount which destroying AT&T because of the unprofessional way to talk with customer.

In late april I called at&t u-verse and talked with a customer service rep, aleesa by name, notifying them that we were moving in may. I asked for a disconnection of our at&t u-verse land line, internet, and tv service at what was to be our old address and re-connection at our new address, both of which are in the same municipality. She told me the ph. # we had at the time could not be "ported over" to the new location and we would need to take a new ph. #. I asked if anyone called the old number if they would receive a "that number has been changed to" message, giving our new number. She said yes it would. We were to have installation at the new location may 4. Well. . . To shorten an extremely long tale, we finally got installation of all 3 u-verse services may 18. The ph. # we got then was not the new number I had agreed to during the april 26 talk with aleesa. Plus, when one called the old phone number our new number was not given. Instead, the voice stated the new number was unknown. Between may 18 and may 25, I called and talked with no less than 10 different customer service reps at at&t u-verse to get the phone number change message corrected. The last person I spoke with, nina, a tier 2 at&t u-verse tech support rep told me she would get the problem fixed so callers of the old number would be told our new number. She said she would notify me when the problem was fixed. It is now july 27 and the problem is still not fixed. On top of it, i've been unemployed for 19 months now, looking diligently for gainful employment, with job applications and resumes out with the old ph. # i'm so angry steam is coming out my ears. The whole goof up was not our fault and apparently not worth fixing by at&t! On top of that, each month, the tv service part of our bill increases. What gives? We haven't added any new channels or tv program packages or ordered any pay-per-view programs. Agggghhhhh!

On June 29th I ordered 2 IPhone 4G. The first order went through at 11:56 am and the 2nd phone order went through at 12:07 pm. I have an order confirmation on both phones. The 2nd order I placed arrived on July 13th. I have yet to recieve the first order. Today is July 21. On July 8th I was told 2 more days of processing and then the phone would be shipped. On July 13th I was told the order had been suspended. I was told AT&T had forgotten to "park" my voice mail and the order was suspended due to a conflict in the voice mail. I was told that this was a problem with their system and after spending 65 minutes on the phone with them they had fixed it and my phone would be shipped within 3 to 5 days. On Monday July 19th I called again as I had still not recieved my phone. I was told my phone was on back order. I requested to speak to a supervisor and was put on hold for 45 minutes. I became aggravated and hung up. On Tuesday July 20th I called again and again requested to talk to a supervisor. This time I was put on hold again for 1 hour and 10 minutes. Again I became aggravated and hung up. I called again in the afternoon and again I held for 1 hour and 10 minutes. The same thing happened this morning. Is this a game? If you ask to speak to a supervison do they just put you on hold until you finally give up? This is the worst customer service I have ever had to deal with. I ordered this phone on June 29th..they now have my order date at July 13th.This was the day they "fixed" the problem with my order. I was told by a young lady I talked to yesterday that my order would ship 7 to 14 days from the July 13th order date. They made a mistake with my order and I have to start the waiting time all over again? How can this be called customer service? I have been an AT&T customer for 7 years. At this point I am ready to cancel my account and go with another provider. How do I get in contact with someone than can actually help me and not get the same old standard answers.

I still have a landline with at&t and, in the course of checking with them for new plan information to reduce my monthly bills, I have been informed that the complete choice plan I currently have was reduced in price by $9.00 per month "several years ago".

My bill hasn't reflected the price decrease and at&t "customer service" informs me that I would have to request a change of service to receive the discount. How is maintaining the same service a change of service? They can't explain that, however, they have overbilled my account all this time, accepted the overpayment and smugly refuse to refund the money.

If anyone has complete choice, better call and make sure you're not a victim of overbilling as well.

The number to call to file a complaint is [protected] I spent quite a while obtaining it, so that will help out.

In this economy, for one of our red, white & blue companies to allow this to happen is simply criminal.

AT&T knocked on my mom's door and asked to go into her back yard to work on something NOT for her. There is a variance on her property for the phone company to work on. After the AT&T worker left my mom's cell phone would not work in her home.(Also won't work in the surrounding 1/2 mile or so) We checked when I arrived from Phoenix, AZ with the same cell phone provider (Sprint) and three of our five cell phones would not connect and were not able to make or receive calls even with 5 bars. Coincidence or U verse interference? AT&T has called me back and assures me there is nothing they did that could interfere...I really think this U verse is what's doing it. Prove it AT&T: come out here and disconnect the U verse and lets see if our cell phones work again. Maybe AT&T is just trying to take over and monopolize cell phone service! Shame on you! Anyone out there have any issues with this?

My wife and I were Verizon customers. We were interested in switching to AT&T because we liked iPhone.

We wanted a family plan, but had different area codes. Before we bought the plans, we were told that we can keep our numbers and still retain the family plan, just like we were able to do with Verizon.

But after we purchased the plan, the salesman and At&T both declared that it is not possible unless we have a business.

The salesman (Aaron) at the At&T center had in fact told me that he did a similar thing for another couple, but then failed to honor his promise after selling his service.

How can I begin to explain the nightmare U-Verse has created for me. My initial contact was by Adam, door to door sales. Normally I would not have even answered the door, but I did. Adam did a great job in selling me the U-Verse. I had been having weathered related problems with Direct so when I learned my TV would be delivered through fiber optics I was elated. I told Adam to sign me up. I purchased the U300 pkg with Showtime which included home phone, Internet and TV hookup for 4 TVs with HD and DVR. I was told, in writing, I would receive 2 gift cards worth $50 each. I asked Adam if he thought there would be any problems with my monitored alarm system and he did not think so. My install was scheduled for June 30th.

Problem (1) On Wednesday, June 30th, at 8:00 am an ATT employee knocked on my door and explained he would be checking my lines at the pole to see if I could be connected to U-Verse. He came back in less than 30 minutes and said I did not have the correct wiring or cables, something to that effect, and he was going to check it out and get back with me. The ATT technician (Ryan) to install the U-Verse arrived around 9:30. The previous gentleman had already met him outside and told him that someone from ATT with a bucket truck was coming to install whatever and he could not begin the interior installation until that was complete. It was not too long before a gentleman arrived in this bucket truck. Around 1:30 pm the U-Verse technician was able to begin the install. I was informed this problem was that of the salesman because he did not verify the appropriate lines were there. By the way, I have been a Bellsouth/ATT customer more than 40 years.

Problem (2) I had also contacted my alarm company to be here, while this was going on, to insure my alarm worked. My alarm is less than 2 years old and is digitally compatible. After 2 hours of trying to get my alarm to dial out on the new U-Verse, we contacted the Manufacturer of the alarm and was told it would not work with ATT VO IP nor would approximately 95% of alarm systems in the United States. I became very upset and told the U-Verse technician to stop the install, this was not going to work. Unfortunately he had supposedly already switched me over to U-Verse and could not switch me back. He gave me his supervisor's phone number (Ron) and I contacted him. He told me to call 1800ATT2020. It is 5:00 pm.

Problem (3) It is Wednesday evening June 30th. In contacting the 1800 number I was connected to a very nice gentleman whose name I have forgotten. When I explained my problem he said, we can fix this. We can change your phone back to analog to enable your alarm to dial out and still give you the U-Verse TV and Internet. I was ecstatic. He put me on hold for a few minutes came back and said he had changed my phone back to analog but I would need to give it a few minutes. We discussed monthly fees for the U300 and Analog phone, I was happy with the amount. Thanks and Goodbye.Today is Sunday, July 4th 8:00 pm. and I am still waiting for my phone to be switched to analog.

Problem (4) I contacted Ron and explained that I was keeping the TV and Internet and he said he would come out the next morning ( Thursday July 1st) with Ryan and they would finish the install. They both arrived around 9:00 am. I explained to Ryan what the 1800 operator had said about switching the phone back to analog and his response was, that didn't happen. Ryan and Ron stated a repair technician would have to physically come out and change something out on the pole. Ryan made a change right at the house that also needed to be done to switch me back to analog. Ryan called repair service and they assured him they would be out the next day around 5:00 pm. I called ATT repair on Friday and was told there was nothing in the system for repair to my line but he understood what needed to be done and would put in the order. I was then told it would be Saturday afternoon before they could get to me. Thank You Goodbye. I am still waiting.

Problem (5) After 2 days of watching HD TV and Video on Demand, I was thrilled that I had switched. It is marvelous. However, Sunday morning, July 4th turn on TV, I have no Showtime, I can not record any programs and the programs I had scheduled to record disappeared. I call 1800ATT2020 AGAIN. I was told I had been down graded to the U100 package. When I ask by whom, he didn't know. He said if I didn't make the change it must be a glitch. He put me on hold, came back said he had turned in an upgrade back to the U300 but it could take 24 hours because it is a holiday. Thank you. Goodbye

Problem (6) A few minutes later I tried to scheduled recording for my shows on my DVD player only to find it had been disconnected. I call the 1800 number back and was told that it did not go through the ATT box like Direct. This man offered to talk me through connecting my DVD but since I am technically challenged I said no. He saw where the upgrade had been put in and I ask him if I could speak to a supervisor and speed up the change. Shortly a Supervisor came on line and tried to reboot my system but to no avail. He to said due to the holiday there was no one in that department to change it and it would take 24 hours.

Problem (7) My daughter arrives home and neither of her TVs work on the ATT network but display some error message. ONCE AGAIN I call the 1800 number. This time the individual transferred me to Dallas. A wonderful gentleman named Jamel (JR790N) fixed my TV problem without me waiting 24 hours. FINALLY I talked to someone who CARES and who does not pass the buck. I even asked Jamel about my analog phone line situation. Guess what he said he did not know how to help me. How refreshing that he admitted he did not know. He gave me a number to contact and I was told I am scheduled for repair on Wednesday July 7th. Problem (8) I am leaving town on Tuesday morning and will not be able to set my Alarm because I was passed off to other people who had no clue how to help me.
Monday July 5th. An ATT repair guy stops by to see what is wrong. He informs me he can fix it at my house until the U-Verse releases it. It is a holiday and I will have to wait until tomorrow to call that in.
Tuesday July 6th call in requesting that my phone be swithed back from U-Verse to standard analog No problem will do.
Wednesday recieve a call from Tim the repair guy telling me that U-Verse never completed the install of my U-Verse in their system so it can not be changed until that is done which should be by Tuesday July 13th.
Wednesday July 14th Call U-Verse phone has been ported back no problems but I have to call someone else to come to my house and transfer the line. I did, was told it will take 7-10 days.
It is now 2 weeks later and I still can not get my phone switched back to analog. I attempted to place the order(for the 5th time) today only to get an email with the order confirmation of a telephone number no where near mine.

I emailed a customer support Manager (John Montgomery) about my problems on July 4th. I recieved an email from him on July 5th saying he was sorry and would forward my
email to someone else so no one would have to endure this problem again. I AM WAITING TO HAVE MINE SOLVED

AT&T's DSL service is just plain pathetic in comparison to Comcast's High Speed Internet. I don't work for either company, so I'm completely unbiased, but I just cancelled my Comcast Internet ($57) in hopes of saving a few bucks, and changed to AT&T ExtremeDSL 6.0 ($35), and quickly found that the loss of service quality is definitely NOT worth the savings!

I was told by the several AT&T reps that I spoke to (because you never speak with less than 5 differnt people evey time you call), and was told that DSL is a "Best Effort Service", and that I should be happy with the fact that I'm getting 4Mbps even though I'm paying for 6Mbps.

Now wait a minute...when should I ever be happy that I'm gettng less than I'm paying for? And how is that even legal?!? What is the Federal Trade Commission's stance on a company delivering less than they should, just to tell the customer that it's a "Best Effort Service"?

Maybe I should just make "Best Effort Payments", and sned them the same percentage less on my monthly bill! But if I do that, I'll get late fees, eventually disconnected, and possibly effect my credit rating...how is that fair?

Beyond their stupid "Best Effort Service", their support is an absolute joke. There's just not enough time or space here to rant about that!

In the end, I'm swithing back to Comcast so that I can get my 11Mbps that I used to have, and will gladly pay the additional differnce!

Great job Comcast, and SHAME on you AT&T!

I will make this story as short as I can. Im not pissed off or angry Im just sick with disgust. I recieved a collections letter a little over a month ago for the wireless service that I had with ATT Mobility for $1089. Im not disputing the account Its mine its the amount on the account. First of all when I had the services I was happy, I was a a month or two behind but nothing outstanding I believe it was $248.00 I that was late well I go online to make that payment and after I logged onto my account I almost lost it went from not even 300 dollars to $910. so I call ATT up and asked for an itemized statement of my bill because for some reason they didnt give me one the only thing it stated was wireless and miscelaneous fees, well anyways I never got it, so I never payed. As a consumer I have every right to know what I am paying for. And as a company they have every right to collect there debt but they should take into consideration also the debt they are collecting because when I recieved my Itemized statement about a week ago it showed what I was paying for, and that was the bill and ETF's for 3 phones. Whats funny is I never terminated my services I was happy with them and plus my husband was deployed I needed services, and I know that. and my phone showed no sign of disconnection so I was a little confused. Well come to find out they terminated my contract I guess because I was 2 month behind If they would have givin me my itemized statement online I would have had the account reinstated to prevent this whole mess. but whats really eating at me is why am I the one one getting penalized for services I never terminated and why are they charging me for something they did. Just remember Anyone can have a big company or be a big company but not without consumers. we play a very big roll in there success and its only fair that you treat us with respect and not to insult our intelligence because you think consumers have no knowledge or time to argue with you because we are too busy working for the money that pay the bills that make you successful and that pursuing this will just be a total loss because your BIG and im small dont forget who made you BIG. anyways now that i got that off my chest does anyone know if I have rights?

I opened up an AT&T cell phone account in Jan 2010 with a so called broker. He calls his company Captain Ron & Associates.
He used my social security number to open this account. Twice in a 4 month period my phone was shut off. He always told me that he would take care of it. In May of 2010 I decided to drop AT&T and go back to my original provider. On June 8th I get a call from Southwestern Credit telling me that I owe AT&T $1500 for my cell service. It turns out that Captain Ron opened 4 additional cell accounts under my name and social security number and never paid any of the bills. All of the bills were sent to his post office box and I never had a clue what was going on. I called AT&T and told them the situation and their fraud dept says that it is not fraud because I gave him my social security number. If this is not fraud, I don't know what is! I have found out since this happened that I am not the only victim in the Detroit area. I place an ad on craigslist and found at least 10 other people that were scammed just like I was. This Captain Ron needs to be behind bars and AT&T needs to learn the definition of "FRAUD".