AT&T
reviews and complaints

I was hooked up with Hugheset and Directv through a bundle package with AT&T. Huge mistake on my part. I was supposed to be signed up for a $99.00 package deal but I was immediately hit with separate bills from Directv and Hughesnet that totaled $145.70. I've spent the past four months trying to convince Hughesnet, Directv and AT&T to honor the agreement but without results. I finally terminated my service today with Hughesnet even though I was hit with a $338 termination fee. I spent hours on the phone trying to resolve the problems I have had with their customer support but believe me they have no sympathy at all for anyone's situation.

Choose another service is my advice!

I have been attempting to get service from you since August 2017. I have moved into a new home and AT&T is the only service provider in our neighborhood. Below is documentation of the nearly 20 service conversations, 6 service appointments and lack of respect, deception and all over inept of your service/technical team. I would like to resolve this issue with your highest level of service immediately. Additionally, I would like to request compensation in the amount of $2500 for the multiple missed appointments, the necessity of me to upgrade my wireless service to handle lack of internet service and the repeated days off needed to handle this complete debacle. I am available as needed to further discuss this issue and can be contacted by phone at [protected] or by email at [protected]@gmail.com.

1. August 11, 2017- scheduled service for installation on our new home. We were moving in on August 21, 2017 and the first available appointment was for August 22, 2017. Received confirmation of installation appointment.

2. August 22, 2017- technician arrived to install on time. He indicated that there was an issue with a crushed conduit that would need to be repaired before installation could be completed. He informed us that he would put in a ticket for this repair. I received a text message the same day that stated:

"AT&T Free Msg: We are scheduled to come out & bury a cable at your location by 09/05."

3. On August 25, 2017- I received another text message:

"AT&T Free Alert: We have resolved the issue that delayed your installation. Please visit (site) now to reschedule"

The site wouldn't load for some reason so I called to reschedule the appointment. I had to go through my order all over again and was talked into ordering DirectTV. They service representative indicated that the conduit was repaired and installation was again scheduled for 8/31/17.

4. August 28, 2017- I upgraded my wireless service to unlimited data for two reasons: 1. I was told once my cable/internet service was in place, I would get a discount for the change and therefore it would keep the cost the same, 2. We had been without internet which is much-needed resource as I frequently work in the evenings and needed to use my cellphone as a hotspot in order to accommodate that.

5. August 31, 2017- I took a day off work to be home for the service technician scheduled to come between 9 and 11am. Service tech arrived and informed me that the work was actually not completed and the repair not done and therefore, he was unable to complete the installation (again). He indicated that the ticket put in for repair was not the correct ticket and he would put the correct one in an monitor it and keep in touch (note, never heard from him again and it's 2 months later).

6. September 5, 2017- as this was the day the repair was promised to be completed, I called AT&T again looking for an update. A service technician informed me that it was actually complete but had no excuse for why I did not receive a call informing me that it was done. This service technician informed me that the next service appointment available was three weeks away. I angrily requested an earlier appointment as this was the 6th time I was in contact with AT&T and needed the service. He then said he was able to set an appointment for September 7th, 2017 between 9 and 11 and that a service tech would be there (note, I did NOT receive a confirmation text/email regarding this appointment because turns out he was lying).

7. September 7, 2017- I took yet another unscheduled day off work to be home for the supposedly scheduled service appointment (2 days at this point). No one showed for the appointment. As you can imagine, my anger escalated and I this time chatted with your service department in order to get this resolved. The person on the chat line apologized for your prior service rep's behavior in not actually setting up the appointment and said she would personally take responsibility to see it through (yeah, right). She told me that she would escalate the issue to someone on some other team because none of the teams talk and that someone would be calling me back in 1 hour. Call was never received.

8. September 11, 2017- my husband contacted your service department as I was, as can be imagined, extremely frustrated. Again, your service technician informed us that the repairs had been completed and scheduled yet another service tech to come out and install internet and cable. At this time, we did switch back to an install for Uverse. Service was scheduled for September 14th, 2017 and a confirmation was received.

9. September 14, 2017- yet again (3rd time) I took a day off work to be home for a service tech to arrive and not be able to complete installation. Despite what numerous people had told us, the crushed conduit had not been repaired. And again, the service technician submitted a ticket to repair this issue and I received an update via text that it would be completed by October 5, 2017. Please note this is nearly 2 months after the issue was originally reported.

10. October 2, 2017- 2 weeks had passed and we had not received any sort of update on the issue nor had we seen any AT&T or other crews in our neighborhood working on the issue. So, I contacted your company yet again and spoke to a service rep asking for an update. On this date, your service rep told me that they were done with the repair and she wasn't sure why I wasn't notified that it was completed. I asked her to double check as I had not seen anyone out there or received any sort of update on the repair status or the status of our installation. Again, she told me she would take personal responsibility, told me the issue was resolved and once again a service appointment was scheduled for October 9, 2017.

11. October 9, 2017- again, a day off work and a technician who is unable to resolve the issue. I contacted the customer service chat who again and as now I am completely fed up with your service, I thought enough to save the chat ( I wish I had been doing so all along)

Reference Number: [protected]
DATE/TIME: [protected]:37:51
Your chat transcript:
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.
AT&T : Hello! Thanks for choosing AT&T Chat.
Deandre : Hello, my name is Deandre. With whom do I have the pleasure of speaking with today?
Deandre : I'm sorry the tech hasn't arrived yet. I can help you find out what's happening.
Deandre : I'll find out what is happening and will help you resolve this.
Deandre : May I get a Mobile telephone number that we may use to reach you via phone or text with information about your AT&T services?
jessica : That's completely wrong
jessica : [protected]

jessica : I DO NOT WANT TO SCHEDULE ANOTHER TECH
jessica : until it's confirmed that the issue is fixed. I have taken 6 days off work to have a tech come out and say the issue isn't fixed and they can't do anything
Deandre : I can understand you want an update on the status of the crushed conduit.
jessica : There should be notes on my account re: this ongoing issue
jessica : Everytime I speak with a rep, you say the issue is resolved when it in fact isn't
Deandre : I am checking the order and status of the crushed conduit.
Deandre : I personally apologize for the inconvenience. I do understand that you expected a prompt and timely service and this is not the kind of experience that you would have expected from AT&T.
Deandre : Jessica, I had a check and there is an error with the order and this the reason for your order being not completed. In this case, let me transfer this chat to the concern team. They will be happy to assist you.
Deandre : Please stay connected.
Belly D : I see that you were just chatting with someone else. Would you mind if I took just a moment to review your previous chat transcript so I will know how to assist you?
jessica : Sure. there should be plenty of notes on my account
Belly D : In behalf of AT&T, I am so very sorry about the troubles you've had in ordering services, Jessica.
Belly D : Just to confirm though, may I know specifically what AT&T service are you referring to please? Is it U-verse and U-verse Internet/Fiber, or DIRECTV?
Belly D : Can you specify which, please?
jessica : Internet and Uverse
jessica : This is an issue that has been ongoing since 8/22
Belly D : Oh I see now. I'm a customer like you and I understand how important your time is, Jessica. Since this is a technical Issue for the U-verse services, I really want to get your concern resolved in no time. However as much as I'd love to, it requires the assistance of our U-verse Team so they can verify if the installation can be pushed through
jessica : I need to know the status of a crushed conduit
jessica : So I don't think that is actually where I need to go?!
jessica : I have had 6 service appointments. I need this escalated to the highest level of support
Belly D : Understood, Jessica. But your request is outside of my area of expertise, but I can transfer you to a specialist that can help. Give me just a moment while I connect you.
jessica : I don't want to be on the phone or chatting with you again.
jessica : This is terrible service
Yolanda : My name is Yolanda. I'm reviewing your previous interaction with us, please give me a moment. I'll be happy to help.
Yolanda : I am really sorry if you feel that way, Jessica
jessica : Keep on reading and you will understand why. I think you are now the 23rd person I have spoken with
jessica : And no one can resolve an issue from almost 2 months ago
jessica : So it's not that I "feel" anyway
jessica : It's that it's terrible service
Yolanda : That's unfortunate.
Yolanda : I see that you have placed an order to install Internet service at your premise.
jessica : And if that's all you can see, I need to be transferred to the 24th person who can resolve the conduit issue
Yolanda : No, I see that the order is on hold due to outside facility issue.
jessica : Yes, that was supposed to be resolve by Sept 5th. Someone told me it was scheduled service 2 times. Not resolved. Then, it was supposed to be resolved by 10/5
jessica : and I have received no update
jessica : And it's 10/9
Yolanda : I completely understand your concern.
Yolanda : Our technicians are working on the outside issue.
jessica : When can I expect it to be finished
jessica : This is absolutely ridiculous
Yolanda : I understand your concern.
Yolanda : I know how this could be to you if the installation is getting delay.
Yolanda : Even I would feel the same if I were you.
Yolanda : Actually, we will not delay any installation unless there is an outside issue. We want our customers to use our Internet as soon as possible.
jessica : Again, when can I expect it to be completed?
jessica : I have not seen anyone working on it
jessica : It has remained unchanged for the past 2 months
Yolanda : It is the issue between central office and the junction box.
Yolanda : We are provisioning the outside line.
Yolanda : Also some area were affected due to hurricane. That is a main reason for a delay in our work.
Yolanda : But we are almost done with the work.
Yolanda : You can expect a call from our technical team in another 1 - 2 days.
Yolanda : I will also take a complete ownership of your issue and follow it up.
jessica : ok and what will that # be from because they never leave a message?
Yolanda : I am sorry, it could be any number from our technician. Because I am not sure about the technicians working on this issue. But if they are unable to reach you, they will leave a voice message.
Yolanda : I will add a note on your account regarding it.
Yolanda : I assure this will be taken care with high priority.
Yolanda : Please leave it to me.
jessica : ok
Yolanda : I assure you that you will not experience any inconvenience in future.
jessica : I hope so
jessica : Thanks for your help
jessica : Hopefully this finally resolves it
Yolanda : Sure, it will be resolved this time, I will make sure your issue get a fixed this time without any issues.
Yolanda : Is there anything else that I can help you with? I want to be absolutely sure that I have taken care of you today!
jessica : No nothing else
jessica : Have a good day
Yolanda : Thank you for your patience and understanding, have a great day!

12. October 12, 2017- Again, no response from your service team or anyone else who was supposed to contact me. I once again contacted the service department who again tells me the issue is resolved and schedules yet another service appointment (this is our 6th).

Reference Number: [protected]
DATE/TIME: [protected]:55:29
Your chat transcript:
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.
AT&T : Hello! Thanks for choosing AT&T Chat.
Jessica : da" that someone would 1. she would personally handle my issue and 2. that a follow up call would be received in 1-2 days. It's now 3 days and there has been no follow up and we still don't have service.
Jessica : I have the previous chat log that I can share if needed. I do not wish to go through the entire case again and again and again. Please connect me with your highest level of support. someone who is actually able to resolve high level issues.
Marissa : Thank you for contacting U-verse Technical Support Team, my name is Marissa. I can help you with that.
Marissa : I apologize for the inconvenience.
Marissa : I understand how inconvenience it is.
Marissa : Could you please help me with your U-verse account number?
Jessica : I don't have that information
Jessica : Are you not able to see it since I am required to log in to chat?
Marissa : Yes, you have logged into the Wireless account.
Jessica : Oh well that's all I have for a log in
Marissa : Can you please help me with the phone number that is associated with your U-verse account.
Jessica : [protected]

Marissa : Thank you, Jessica.
Marissa : Unfortunately I couldn't locate your U-verse account with the information you provided. Can you please help me with the first, last name and ZIP code?
Jessica : It's under either Jessica or Aaron Farrelly, 30004
Jessica : It could be under my husbands # [protected]

Marissa : Thank you.
Marissa : For your security and to ensure we protect your privacy, please verify the 4-digit passcode on your account.
Jessica : I don't know that. The favorite singer part is Ed Sheeran
Marissa : Perfect!
Marissa : Please allow me 2 minutes while I check some details.
Marissa : Thank you for waiting.
Marissa : I'm sorry to keep you on hold.
Marissa : I have been checking with internal team and explaining them about the situation.
Marissa : Took some time sorry.
Jessica : No problem
Marissa : Thank you.
Jessica : are you still checking?
Marissa : Yes, , Jessica. My Supervisor is discussing with the Internal team regarding this issue.
Jessica : ok
Jessica : thanks
Marissa : My pleasure.
Marissa : Please allow me couple of minutes while I we work on this.
Jessica : ok
Marissa : Thank you.
Marissa : I appreciate your time and patience.
Marissa : It's taking longer than expected, I'm still working on your issue.
Jessica : ok, thanks for letting me know
Marissa : My pleasure, Jessica.
Marissa : Jessica, I really appreciate your time and patience.
Marissa : I have checked and see that the outside line issue has been resolved and I will send out a technician tomorrow morning between 9:00 AM-11:00 AM.
Marissa : Will that be okay with you?
Jessica : if it's resolved, and they can install, that would be great
Jessica : That would be for internet and cable, right?
Marissa : Yes, Jessica.
Jessica : Ok, thanks
Marissa : My pleasure.
Marissa : I have successfully rescheduled the technician appointment.
Marissa : Technician will call you 30 minutes before prior to his arrival.
Marissa : You can use myAT&T app To download the myAT&T app, enter att.com/myattapp in your mobile browser to check/change appointments at any time.
Marissa : Jessica, I'm really sorry for all the trouble.
Jessica : ok, sounds good
Jessica : Thank you for your help
Marissa : It was my pleasure assisting you.
Jessica : Have a nice day. I hope this works!
Marissa : Thank you.
Marissa : Thank you for your valuable time and patience.
Marissa : Thank you for being so patient through out the chat

13. October 13, 2017- Again, another day off work. The technician that is scheduled to arrive doesn't, nor does he call during the scheduled timeframe. I once again chat with your service representative and am told contradicting stories that 1. He did arrive 2. That service was scheduled for the following day. I asked to be escalated to another level of service at which time someone (Lucas) calls me. Lucas informed me that the previous service rep was incorrect and that someone would be there today. He said there was an issue and someone from dispatch would contact me. Since I have been told this many times, I demanded to be transferred to someone else.

Then, I spoke with Maria in billing who informed me that Amol, our service tech, was there in the morning. She wasn't sure why he didn't contact us but that he was sorry. He needed an 8ft cable and would be back today and call when he gets there. I told him that it's unacceptable that I have to continue calling and going through this whole ordeal and that Amol did not call us and was I supposed to be waiting around for him to come back, I had other things to do that day. She told me he would 100% be calling me and I told her I would be back in touch to request compensation for the past 2 months.

Steve: Hello! Thanks for choosing AT&TChat.
Steve: Our agents are currently assisting other customers. Your approximate wait time is 6 minutes. Please wait and the next available agent will assist you.
Steve: Hi. Thank you for contacting AT&T. My name is Jane, I'll be happy to assist you today.
Me: I am supposed to have a service appt this morning. Someone was supposed to contact me beforehand and no one has done so
Steve: As you are a valuable customer of AT&T, on a high priority basis, I will do everything possible to get this taken care of at the earliest.
Steve: Could you please help me with your 9-digit U-verse Billing Account Number?
Me: I don't have that information. I believe the account is under Aaron Farrelly, 30004, [protected]

Me: This is the 25th time I have contacted service to connect
Steve: Alright, let me check that.
Steve: I can imagine the inconvenience we experience when our services do not live up to expectations. I will make every possible effort to resolve your issue at hand.
Steve: May I have a mobile telephone number so that we may reach you via phone or text with information about your AT&T services?
Me: [protected]

Steve: Your number will only be used for informational and service related messages regarding your AT&T services.
Steve: If you are a non-AT&T wireless customer, text message rates and other charges may apply depending on your plan and provider.
Steve: I'm checking the detaild for you.
Steve: allow me a minute. Please bare with, me.
Steve: Thank you for waiting, I really appreciate your patience.
Steve: I can see that there is a issue with onsite and our technician's are working on it.
Me: No one is onsite though
Me: And I was told multiple times the issue was resolved
Me: I have chat logs to prove such
Steve: It's not near you house.
Steve: The technician is assign for tomorrow between 9:00AM-11:00AM. A
Steve: Will be calling you prior arrival.
Me: So if you miss appointments and people are waiting on you to come...taking off work and rearranging their schedules- you take no responsibility in letting them know?!
Me: I WONT BE HOME
Me: I AM HOME TODAY

Me: I TOOK OFF WORK TODAY
Me: NOT TOMORROW

Me: This is the 7th technician to either show and not be able to do anything, to not show and leave me hanging
Steve: I do understand your concern. I can relate to the same as I do work and support my family.
Me: It's ridiculous and I want to speak to someone who can solve this issue and compensate me for my time
Me: Now
Me: I want your boss, his boss and everyone else's boss to actually address the issue and give us an answer about the unprofessionalism and inability of your company
Me: I don't want to be told someone will contact me
Me: Because they won't
Me: I want someone today, now.
Steve: Do you want someone on chant or call?
Me: I want someone who is available now and can resolve the issue. However, i need to contact them does not matter
Steve: Alright!
Me: Are you locating someone?
Steve: Yes.
Steve: Did you receive a call from my supervisor?
Steve: Is there anything else I can assist you with today?
Steve: I have not heard from you in a few minutes. Please let me know if you are receiving my responses so we may continue.
Steve: I have not received any response from you. Please let me know if you are receiving my chats so that we can continue.
Steve: Since we have not received any response, we will now be closing this session. Please contact AT&T U-verse Chat support in the future if you need additional assistance. Thank you for contacting AT&T.
Thank you for chatting with us today. The agent has left this conversation. Please continue to browse our website and use our self-service options

14. AMOL NEVER CALLED BACK. NO ONE SHOWED UP AND I STILL DON'T HAVE SERVICE. I have contacted your company too many times to count. Have taken a minimum of 6 days off work to address each service appointment in which I was lied to or no one even had the respect to contact me. I have heard NOTHING from AT&T since this date.

I am requesting this be escalated to the HIGHEST level and service be initiated immediately. I will be requesting compensation and will take legal action if needed.

We signed up with ATT Uverse just under 2 months ago. Les than 24 hours after our service was installed it went out for 5 days. The tech that fixed it said it was the worst install he had ever seen. Additionally, we were told by the sales rep there are no contracts, which was a big selling point in us signing with them, since we had just ended a 2 year contract with DirectTV. Our service has been terrible, we have lost 2 of our favorite channels (our local news and Fox). We tried to give them the benefit of the doubt after our initial experience, our internet has been spotty, we have to regularly reset our tv and internet because the picture freezes (which i have taken videos of). The service is terrible! I am especially because I was lied to about the contract by the sale rep.

I am sharing my personal experience with this company. I have fallen on extremely difficult financial circumstances. My mother (who lives in Indiana) is trying to provide me with a cell phone here in Virginia so that my friends and loved ones have a means to reach me. When visiting Virginia, she got a phone for me with AT&T and she was under the impression that autopay was set up. The first month I have the phone, it was disconnected and my mother was told there was a misunderstanding and that autopay had not been correctly set up. It is now the 2nd month of service, same thing. No phone service and my mother has spent hours on the phone being given the runaround by this company. It is after 10:30pm and I still have no service. I messaged AT&T on facebook and was sent a message that this is being "reviewed". Please bear in mind, money is being taken from my mother for phone service that I do not currently have! My mom also reached out to AT&T in regards to the same issue and they advised her that she needs to take her bank statement showing the money is being taken out because they have no record of it? I would strongly urge anyone to NOT use the services of this company. I am also taking this information and providing it to any business bureau that will listen.

If you read the visitor posts on AT&T Facebook page, there is a recurring theme. AT&T does not care about customer loyalty and does not care about providing good customer service. I have been with AT&T for many years with my mobile service. During hurricane Irma I was out of the country I had my roaming turned off and now they want to charge me $65 because a family member was trying to reach me to see if I was OK during the hurricane. I spoke to a customer rep, to a specialty rep and to a supervisor. Still got nowhere. It’s a shame I have to cancel my service and go with T-Mobile. Maybe they will value my business. Bottom line is I didn’t make any calls, I didn’t answer any calls, I didn’t listen to any voice messages, yet I am responsible because somebody called me to make sure that I was OK during the hurricane. It’s such so ridiculous it even seems silly to have to post this.

On October 18 2017. I can called to get my daughters AT&T go phone internet activated. Spent almost an hour on the phone. Prior to this call I had called and made a payment for $10.00 for " an upgrade". To be able to access the Internet. It was not working which is why I called on the 18th. The representive and I did numerous things to get it running. Still no luck. So then she put me on hold and said that since I had paid $10.00 and no luck and all of the proscessing of the day no luck that she had added a plan for $35.00 so that my phone would have 1GB. I said thank you this is quite a headache. So she had me turn the phone off and then back on again. Go in and check to make sure that the data was on. Still not working bye this time I had to go to work. So I said I would call back tommarow. So tommarow which is today(october19). I call and talk to a guy who tells me not only do I need to purchase a new plan. Which I was already given due to my inconvenices. But we can't go any further until I pay. So with arguing back and forth obviously due to the circumstances he tells me $20 will get what I need. So I go to give him a payment over the phone. And he then tells me I have to sign up for automatic payment or I have to pay $25.00. I asked to speak to a manager or supervisior numerous times. He denied me that access. Here I am still with no internet which I purchased on an AT&T phone. Where AT&T refuse to get a situation resolved. I have been an AT&T customer for years now. I have purshesd lots of phones and plans with your company. I am currently still a customer with you and my current bill is averaging over $300 dollars a month. So yes I'm a little upset that your company can't handle a $35.00 arrangement that was handled wrong in customer service department. If this situation is not addressed properly. I will take my business else where despite my contract. And I will not give your company another dollar.

I have been a customer for 5 years with AT&T. I recently decided to change my number when I bought a new phone from AT&T go phone site. I am not happy with the phone and would like to give it to my son.
It is locked and I have called AT&T go phone customer service many times to try to resolve this matter.
Every time I call your representative for AT& T will not unlock it because they say I have only had the account for a month. The only truth to that is that with this number yes but I have still am under my name Louise I Morgan and a loyal customer since 2012.
If I cannot get this resolved I am going to leave AT&T and go to a different service. My previous # was [protected] and I changed it to [protected]. My name is Louise I Morgan and the zip code is 13760.
The ticket number you sent me is CM201715_[protected]. I would like you to send me the code to unlock my new device seeing I am not a "new" customer. I have decide to just leave AT&T for good if you do not resolve this for me. I have been a loyal customer for 5 years now and do not think this is being unreasonable.
Best Regard
Louise I Morgan

AT&T advertised data free streaming on the Directv app if you have Directv bundled with your AT&T service (which I do). No fine print about limitations other that "Restrictions Apply". I watched a few movies with the Directv app and it used all of my data. I called and asked why this was. I was advised that even though the app shows a pop up prompt "Enjoy Data Free Streaming" when opening...this is only good for 200 megabytes unless you have an unlimited plan. I asked where this is stated in the fine print or online. The phone agent stated that the only give this information out verbally over the phone and that it is not written anywhere. Then the agent attempted to sell me on upgrading my data plan. This is a deceptive practice in order to get people to upgrade their plans to unlimited.

On Sept. 19, 2017 I called customer service at [protected]. They had agreed to give me credit for the new 2nd RF remote which does not work.
On Friday Oct. 13, 2017, I received my new bill and a phone call demanding I pay the past due about due amount. I tried to call over the weekend and they would not speak to me unless I paid my bill immediately .
The issue is the RF box has not worked since a power outage. The ATT customer service representatives are all located in foreign countries. I don't think they understand how these boxes work.
Why should I pay for bad service? I have only had ATT U-verse since Nov.2, 2016. The issue with the RF box has been going on since day one. The RF box was their solution to the ATT remotes turning off and on my other TV in another room.

I called on 10-10-2017 to request a move of services. I also ordered NBA League Pass to begin on that date. The next day I called again to request that the League Pass start right away instead of waiting for the day of the move. The rep told me she started it and to give it a day to activate. On 10-14-2017 I called again to see why it wasn’t activated. I was informed that because I initially ordered both the move and the League Pass on the same day the order could not be modified. They could not turn on League Pass. Does this not seem a ridiculous situation to anyone? Orders can’t be modified?

Where do I start...20 yr customer that has experienced dishonest and deceptive sales practice. I was on the phone for hours to try and get some fraudulent charges off my bill and kept getting different people and finally got someone to help me and take car of the charges. The manager said for my trouble he would send me out 2 free samsung tablets. I asked if any hidden fees and they said no. I asked if there were any data chagres at all, they said no. They sent them and I used them for a little bit and got my bill today for $50. They charged me for the tax on the tablets of $23 and also charged me $10 per tablet for data! I called and talked to at least 6 people and they can't do anything. They said i'm over the 14 day return and if I cancel I will be charged $150 cancellation fee! I am beyond frustrated and pissed off at the level of incompetence from att. They lie and are deceitful in their practices and expect you to pay for it. I was promised free and get charged for it. Can't wait to switch to any other provider

I called att [protected] (spanish) on October 4, 2017 to add uverse tv service. Jose Luis from Bogota Colombia answered my call. After talking with him for several minutes. He offered me U300 Latino for $75 + HBO/Cinemax free for 3 months + Cash Back cards + $10 per month less on my Internet 25 service. No installation fee. October 9 installation day. All of these was verified by his manager Luis Torres at the end. However after installation, I got U200 for $80 + $10 per month less on my internet 25. I called back on October 12, 2017 and they (Elder from San Diego, Calif.) told me that U300 price is $85 and U200 is $75 however since I am not a new customer anymore then U300 is $95. He also installed HBO/Cinemax that they forgot to do on my installation day. I am complaining for the different price offered me on my initial call. Please advise how to proceed next.

My problem started when my phone was disconnected and I was put of the country at the the time. We have had this phone number for 60 years [protected]). I called to get it reinstated. I spoke with someone by the name of Tonia D on either (Sept 25 or Sept 26). She assured me I would have the same number and the repairs were going to be done on Wednesday. I also spoke with Kate and Carol associate number is J91851378 who assured me that I could get the number back. Well, I waited around Wednesday the appointment was between 8am - 8pm. The technician finally shows up and said " there is nothing he can do because he need a contractor to come out and do something with the line". Apparently, there was a new house put in on another street not my street and something happen with the wiring. But this house has been here in the same spot with the same number for 60 plus years. I calll in on Tuesday October 3rd to hear the work was done and they now can schedule the technician to come out. They were supposed to have called me when the work was done and reschedule me. That didn't happen! Well, after work was done I made several calls in attempt to get the phone number back as promised upon talking to three other customer service agents that said they were unable to get the number back!

My e mail stopped working and I have lost valuable mail that can’t be brought back up. I’ve called multiple and end up stay on the phone for hours talking to several people about my e mail. Transferred to multiple people with no help. I m on the premium phone device for my wireless service something needs to be done I’m a 25 year customer please fix my e mail
Gary Hatfield
[protected]

The ATT store in OKEMOS, MICHIGAN sells Assurian insurance for mobile phones. The saleman was quite insistent that Assurian was better than Apple's iCare insurance. I purchased it only to find in the small print that it does not apply to service in this area. Assurian has only 1 approved repair company and will not cover repairs in any area that does not have this repair company, which is "You Break it, I fix it." The glass on my iPhone was shattered. Assurian would only replace the entire phone and charge me a $225.00 deductible. They should not sell insurance that does not cover repairs if you live in the wrong area. This was not revealed when I was sold the insurance. ATT sells the Assurian insurance, ATT charges for it on the ATT bill so ATT should be responsible for making this looiphole known when they are selling the insurance.

I was an ATT business customer for countless years. Their rep K. Vinje came to me stating that ATT would no longer be supporting the Centrix system that I had used for 20 plus years. She was given the needs of my business and proceeded to sell me a plan that she said would fit those demands. This was their new VOIP system which, after several snags was installed. Our immediate complaint was the nonexistent Internet. After countless calls, all off shore and numerous tickets started ( a new system where some anonymous person in a foreign country writes your problem down and submits it for service.) A young lady in the Philippines advised me the my upload and download was 1.5 mbps and 90% of that was being used by my phones. WHO SELLS 1.5 MBPS TO A BUSINESS! K Vinje, the rep in question, has moved to a different position with ATT in Illinois leaving me stranded since her supervisor never returned my email and no one replaced her. I called and talked to another guy, off shore, who laughed when asked about selling a business 1.5mbps. He sold me a replacement service with 100 mbps pending installation. I have been scheduled and given a start time of between 8 and noon on three occasions 9/26, 10/2, 10/6. On 9/26, after having my staff in office from 8am to 8pm a tech finally arrived (8 pm) and looked around. He was clueless about the job at hand and rescheduled because he did not have the tools. On 10/2 our installation was again confirmed be rescheduled due to no tech and a heavy load. On 10/6 we were told, after a rep called to confirm our installation in Holland, Mississippi: we are in Indianapolis, Indiana. She stated that she would call back; she did not. ATT is a horrid monopoly which is performing at the lowest level.

Ref: Account # [protected], Tel # [protected]
I called your customer service on 10/6/2017 at 7:28 pm, and got Loui. When I called I had to enter my phone number and account number. When I got connected with this guy he asked my name, phone number and street address. I gave him all the information. But then he started asking phone number, name and address again and again. I asked him if he is paying attention and he started laughing and told me it’s not a big deal if I gave him the info again. At this point I realize I am talking to someone who is not in his senses, and asked for a supervisor. He put me on hold for at least 5 minutes and then told me that supervisor will not speak to me until I am verified therefore I gave him the info again. While I was holding for 5 minutes I made another call from my cell number and got the information within 3 minutes. This guy Loui put me on hold again to get the supervisor and never returned to the call for at least 33 mintes and finally hung up on me. I don’t know if you deserve people like him or he deserves you for poor customer service. I have learned my lesson and never going to have AT&T ever.

acct. # 146+133549
I had my service cut off for a bill you keep saying that is not paid.

I return one of your U-Verse boxes through USPS and have already been on the phone with you 2 times and given the tracking number and verify that the box has been return and still my service got cut off.

I just called back again and they are telling me again that I still owe this $160.18 and cannot cut my service back on.

At this time AT&T has the worse customer service I have ever seen and I deal with customer service every day with my job.

I will be having Direct TV taken from my house and will never use you again.

I will also make sure everyone I know that ask me about AT&T know to not get this service.

Your website shows this as a data plan. I purchased the Mobley today and went on chat during the purchase to, ask how to add this plan. The person Sarah K told me to buy the Mobley with the $60 phone plan and then she would, have the billing dept, change me to this plan. The billing person removed, the $60 plan from my account and told me when the Mobley arrived I should, take, it to the att store to, activate the $20 plan. I was reading online about the mobley and found out that people were having problems getting the $20 plan still advertised on your site as seen above. I called the car connected dept and spoke to 2 people. I was told that plan is no longer avail. I said people have it now so it IS avail. He said they can't add it but they are looking to reopen it for people like me who were misinformed and saw the incorrect information on the website. The person I spoke to at connected car is named Deshawn. I want to be activated for, the $20 plan as advertised and told to me on chat before I purchased this Mobley. Deshawn said it had been several weeks since the $20 plan was discontinued, plenty of time for your chat, billing and website to be updated!
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Good afternoon,

I am hoping to have my experience serve as an indication that the customer service needs significant improvement. I have a bundle that includes my internet with AT & T and my satellite cable through Direct TV. The bill summary includes both, and so I referred to the number for customer service when I needed technical support for my cable. However, that number (AT & T customer service) cannot assist with Direct TV issues yet when routing the call to Direct TV, it was the wrong number. I was transferred to another Dish company all together. I spent 45 mins on the phone trying to resolve a simple technical issue. It is extremely frustrating to call AT & T customer service. I believe that if AT & T offers its customers bundle deals that include another entity such as Direct TV, there should be a smooth way to assist their customers when they need to be directed to that other entity. In fact, the bill doesn't even provide a number for Direct TV and they should. It is very disappointing to know we pay so much money for services yet do not get the quality customer service we deserve as loyal customers. I certainly hope my letter can shed some light on the need to improve customer service.

Sincerely,
Jacqueline Lopez