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AT&T Complaints Summary

644 Resolved
1503 Unresolved
Our verdict: Engaging with AT&T, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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5:25 pm EDT
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AT&T military suspend

In the spring of 2006 my daughter obtained cell phone service with then Cingular Wireless; using my husband as a co-signer (for lack of a better word). At the end of Oct 2006 my daughter was deployed to Germany with the Air Force. We called Cingular and explained to them the situation. They directed us to a department specifically for this issue. We were told at that time we would have to send in a copy of her orders to deploy. Once that was received they would suspend her cell phone service. We were also told that if she was to be shipped home all she would have to do is contact them and they could reactive her account. We at that time told them it would be 36 months at minimum before she returned per her deployment orders. That was not a problem once the received a copy of the orders the account would be closed. Now it is July 2009, our next to the old would like to get her first cell phone. My husband takes her to the now AT&T store to get her phone. After looking at our account they tell us he cannot get a new line of service because we have a $175 collection against our account. When my husband inquires as to why we have a collection he is told it is because of the line that was discontinued due to my daughter being deployed. He explains that we had it shut off due to the deployemtn and the steps we went did in order to accomplish this. He was told that was to bad call the customer service center for AT&T. I did that went through the same explanation. We were told that the account had been suspended for 24 months but the reactivated that account at that time because my daughter did not call AT&T/Cingular back to prove and continue the suspension. We explained that the deployment orders showed she would be in Germany for a minimum of 36 months and most of that time has been spent down range in Afghanistan and would not have been able to make any calls. At that point we were told it was no longer there issue the matter had been sent to a collection agency. We asked for the Military Suspend department and were told they no longer had that department. We then asked who we could talk to, to resolve this issue and we were told that we would have to talk to the collection agency themselves. When we then explained that they would not talk to us because the account was against us, it seems like they would only consider talking to the company that placed the account with them. At that point we were told Sorry but to bad.

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AT&T u verse returned equipment

I have also experienced issue with AT&T, specifically/ U-verse/AT&T Customer Service / AT&T significant errors and their seeming inability to correct obvious problems.
Why I returned the U-verse equipment is another whole compliant. But in a nut shell: the scheduled installers didn’t show up and didn’t call (3 times) and then the quality of the product was unbearable to the point where we could no longer watch any TV due to the ‘freezing”. But I’m over that now, and happily back to another cable service.
My current complaint based on AT&T’s total incompetence that has impacted my credit rating. I returned the U-verse equipment as instructed, on time and in perfect condition. A couple months later I received the first bill for the equipment asking if I had overlooked it because it was past due. I called AT&T and their representative tells me that it was a mistake and don’t know why we got the invoice and that they would take care of it. A few weeks later I receive the next invoice and a dunning letter from AT&T. This time I called and they said that they could see the equipment was returned in good condition but they had no ability to correct the amounts owed because ‘another department’ was responsible for that: and oh yes, that department does not take phone calls from customer so I couldn’t talk to them. They wouldn’t even give me a name who I could address a letter.
They did remind me how high their customer service ratings were from JD POWERS (yeah right) and inferred I was alone in having any issue whatsoever with AT&T customer service and their total inability to help me.
Now I have a collection agency calling me and trying to collect the money. I can’t believe that they can just turn this over to a collection agency when their own employees have received the equipment and I have that in writing!
It is now impacting my credit rating!. AT&T is totally incompetent and their customer service is shameful. It is almost like they are intentionally trying to harass and irate me. I would like to see this giant monopoly corporation be more responsible and accountable for their actions.
I’m cancelling my AT&T land line and warning everyone I know….

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AT&T - auto-renew policy

We have been the victims of AT&T Yellow Pages policy to change without notice advertising contracts to auto-renew. We were forced to pay the bill last year. When we talked to our Sales Person about how this happened and why they could publish our ad without consent, he apologized profusely and said it wouldn't happen again. I believed he meant what he said...

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AT&T - third party billing

I was surprised to find $19.95 fee charges on two recent phone bills. When I contacted AT&T they told me I had to deal with the third party company that generated the bill and they could not tell me what it was for. I then explained that since they were the ones billing me for something I did not authorize then they were the ones that could take the charge...

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AT&T modem shipping

So here's the deal. I called At&t to order their High Speed Internet on June 25th, 2009. The guy on the other line hooked me up with the service and told me my modem shipping date, July 1. That day comes and the modem is a no-show. I decided to call At&t and ask about my order status. The lady told me that they had my date down for July the 7th after i'd been told the 1st. She asked if she could overnight for a charge of 14.95;however, she offered me a $25 rebate. Frustrated, I agreed, and decided not to hold my breath. July 2nd comes and the modem is STILL a no-show. Once again, I called them back up asking about my order status. "Sorry about the INCONVENIENCE, but it seems we are having problems with modem orders. It will be 3 more days, including the weekend, before you will recieve your modem." I was pretty livid at this point. How hard could it be to ship ONE modem? So today, Monday, July 6th comes. I call them again asking about my order status. "It says here that your modem was shipped to UPS on the 2nd." OK. I called UPS and they told me they did not have my shipment or a tracer. I call At&t back and the new woman tells me my order could not even be found in the computer. She said she is shipping me a new modem and that it should be here tomorrow, July the 7th. Once again... I'm not holding my breath. This has been one of the worst experiences with a company i've had. If I wasn't so desperate for internet and didn't owe money to everyone else... I would just say screw it.

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Trevor
, US
Mar 24, 2009 7:00 am EDT

Bought 2 cell phones and plan from At&Twireless mobile. Recently Moved to Leisureworld in Silver Spring, Maryland and was unable to make or receive calls from apartment. Just discovered there is extremely limited accessibility here. Have to go outside to make or receive phone calls. Tried to cancel plan as the phone service is worthless here. AT&T refuses to end contract without penalty fee.

Questioned what the sense of having a phone service with no network access! Totally disappointed in this company and will never use AT&T services again. They have no sense of customer service. We had to get a landline through comcast. Called customer service at AT&T which did not get us anywhere.

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AT&T rebate is a scam!

So it's about 6 months since I started service with AT&T for DSL (internet) and it's has been nothing but a nightmare.

Today I remembered that when I had signed up for service I was promised 2 $50 visa gift cards. I remember now that I had promptly signed up to redeem the gift cards a few days after the service and then completely forgot about it ever since.

Today I got online and read ALL the stories about how ATT gift cards are a scam and that they DO NOT show up when you go to check on their website. Sure enough, I went online, typed in my phone number and received the lovely little message that there is NO record of me redeeming the cards.

This really pisses me off to say the least. Not only do they have horrible customer service but they make you work for what is rightfully yours.

I am absolutely fed up with ATT service. I was looking forward to signing up with ATT in a month for my families cell phone service (t mobile contract expiring) because we all loved the iphone but I honestly don't have the patience nor the time to fight with ATT every time they do something wrong (which is a little too often).

As I type this little review of mine, I am on hold with ATT to get my gift cards and cancel the stupid internet service. Goodness gracious...this is ridiculous.

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LWatkinslawyer
Compton, US
Feb 22, 2010 6:05 pm EST
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I just got off the phone with AT&T regarding my internet. When I signed up for internet, it was $24.95. I don't do an audit of my bill every month as long as it is relatively the same amount which must change now. I noticed over the years that the bill was not exactly the same each month although the service I initially agreed to included no special charges except those for 411. I have learned that AT&T has made changes to my account without giving me notice. These changes always benefit AT&T in additional costs. I learned that for over two years now, AT&T has been charging me $30.00 instead of $24.95. The representative said this was ok and that everybody did this same thing to the consumer and it was the consumers fault for not reviewing their bill and chosing to go to another company. The new U-Verse package is higher than any costs consumers are presently paying. Yet they try and suck us in with 100 dollars and 200 dollars and even 300 dollar reabate packages. It's a scam and nothing more.

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AT&T didn't pay referral reward

I signed up with AT&T Referrals a little over a year ago. During the first few months I referred 3 family members and received prepaid visa cards totaling $75 ($25 for each referral).

A few months ago I referred my brother and put him on my referral list at the AT&T website. They were supposed to send him an email with a link for my referral info so he could click on it and order. The problem was he had no ISP at the time and couldn't receive emails. He gave me his Yahoo account info so I could access his emails. One day I noticed the referral email came from AT&T. Problem was it had someone else's referral number. I contacted AT&T, and they acted puzzled. Said they would look into it and get back to me but they never did. Soon, my brother received another email with someone else's referral number on it.

When my brother was ready to buy the online package, I did it for him - because he still didn't have internet service, and the lower prices were only available online, and I wanted to make sure I got my referral bonus. Of course, I used my referral account number. After completing this, I waited sufficient time to receive my referral bonus, but it never came. When I contacted AT&T, they told me my brother had to sign up at the referral site in order for me to receive my bonus, and it was now too late. I reminded them that he wasn't the referer; I was, and he wasn't interested in referring anybody but they told me I couldn't get it. I was ripped off! I will never refer anyone else to AT&T and will leave myself as soon as I find another ISP I can afford that isn't dial-up.

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Update by awpgvy
Jul 03, 2009 12:53 pm EDT

"AT&T states that both people have to sign up for the refer-a-friend program"

The first 3 people I referred didn't have to - or want to - sign up for referrals. So I guess you are saying they changed the rules since then. In other words you need to read the TOS every time you sign someone up to see if the rules have changed? No Thanks. And besides, not everyone is interested in making referrals, so why should they have to sign up for something they aren't interested in? Why did AT&T send out 2 emails with someone else's referral number? Why don't they tell the person in the email that they need to sign up in order for the referer to get paid? ...Because it's a scam.

Not only that, their service has gone down while the costs have gone up. The help line appears to be designed to frustrate you to such extent that you will never call back again. The support techs work from a script and don't have a clue what they're talking about. They ask you to spend time checking this and checking that when you know nothing has changed on your end - it's that their service is down. They can never admit the problem is on their end.

AT&T sucks.

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Time2Go
, US
Dec 03, 2015 1:27 pm EST

AT&T refer a friend program is still not working. They DO NOT issue the reward cards when stated or respond to questions submitted via the online form. I have been waiting almost six months and contacted them several time to no avail. I wouldn't refer anyone to AT&T again after this mess. Time to look for another provider.

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Sheeyah
, US
Jul 04, 2009 11:46 pm EDT

Maybe they screwed up, but it's not a scam. That word gets thrown around so much I believe many people don't know what it really means. Besides which, you said yourself you received 3 referral bonuses in the past. If it was a scam, you would've never gotten anything.

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Sheeyah
, US
Jul 03, 2009 1:59 am EDT

AT&T states that both people have to sign up for the refer-a-friend program. Since you did everything for your brother, perhaps he was never signed up.

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AT&T deceitful business practice

AT&T has the worst customer service than any phone company in Florida.
Their customer service reps are rude and unproffessional, the average wait to speak to some-one is over 30 minutes.
They practice deceitful business practices, I asked for my long distance to be discontinued in my rental unit 2 times and they left it on.
Beware of AT&T
I will never use them again

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jessie melendrez
Corona, US
May 08, 2009 1:27 am EDT

this company does nothing to contact me after i have called them and written them a personal letter stating my complaints. at&t said i would receive a coupon for a rebate of my modem that at&t sent me.i paid 49.95.
also, they did not adjust my bill, after they said they would due to me having trouble getting on-line after a week and a half due to their error of sending the signal to fast to my computer.last, at&t makes no attempt to
talk to me or write a letter about my concerns.

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2:14 pm EDT
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AT&T returned equipment

I have sent back AT&T's equipment (receivers), confirmed their arrival at their warehouse in Texas, and now the receivers themselves have disappeared a month and a half later. Ironically they do have record of pulling the smartcards out of my receivers at the warehouse, but someone "neglected" to log the receivers into their computer. I received a collections notice for the receivers a month and a half later. I called AT&T and they immediately asked for a UPS tracking number...before I even had a chance to explain that on my AT&T account they admit to receiving my boxes and pulling the smartcards out of them over a month and a half ago. The issue is not that AT&T did not receive my boxes (that issue would be cleared up with a tracking number) but that they received them and failed to properly log the contents at their warehouse.

That made me wonder. The, "what is your tracking number", question came out so fast and so automatic. So I did an Internet search on AT&T complaints and found several that matched my issue, including some people who had thrown away their tracking number already because in some cases months had passed since they confirmed with UPS that their package arrived safe and sound at AT&T's warehouse. I "gently" explained to AT&T that if I provide them with my tracking number their contention will be that I "removed the smartcards myself and only sent those back". Somehow I guess I have found a way to turn their receivers into planter boxers or something:)

I am getting the impression that AT&T sends out a blanket statement / collections notice to a random sample of their customers hoping to land on their former customers who cannot "fight" the allegation that they did not send something back. I am to understand that "fighting" this allegation is to provide a UPS tracking number. Period. What is even better is that they let a considerable amount of time elapse between when the equipment was returned and when the collection notices go out, therefore decreasing the chance that someone kept their tracking number.

It would be a great scam...the customers they affect are already former customers, time is the customer's worst enemy when it comes to trying to prove they sent back something, and UPS recycles tracking numbers (so even if you are able to provide this proof you may find yourself "recycled" two months or more removed from your shipment date).

Have you experienced one of the following regarding your equipment returns to AT&T:

1. Received a collections notice a month or more after you confirmed shipment.
2. Received a notice from AT&T claiming that your equipment never arrived.
3. Received a collections notice from AT&T that you could prove false by providing a UPS tracking number
4. Received a collections notice from AT&T that you could not prove false because you do not have a UPS tracking number.

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chicken
Los Angeles, US
Nov 26, 2007 12:00 am EST

Company Charged me $88O.OO for my equipmant that I had returned 6 month ago (which they acknowldeged). They keep stalling and forgetting that I had returned the equipment in hopes that I will juct forget that they owe me money. I have been calling them monhtly for the past 6 months, they always say they will send me (after whoever I speak with confirms I am owed the money). No check is ever mailed, and everytime I call, I have to reexplain the situation and they have to recheck with their warehouse, confirm they have the equipment and give the the run aound...

This company has done the same thing to my neighbors, i am debating whether or not to hire a lawyer.

Scam! stick with a reputable cable company.

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patrickpat
Alvin, US
Mar 17, 2010 4:52 am EDT
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AT&T Fraud ? Interesting. Today I ask myself the same Question about them. My complaint with them is actually small and I think it may have been solved in one phone call. I still wonder though about AT&T customers in general. How many of their customer would notice an extra charge of $5.67. That is what they are charging for a late charge these days.
Because of their DUE DATE and LATE after Date my bill which is paid electronically is always paid 8 to 10 days before the LATE DATE. ALWAYS! Now I ask YOU / AT&T how I can be singled out for a late charge. The bill in question was Paid 10 days ahead of time. Was this an HONEST mistake? I wonder or is it a numbers Game. To sum this up. The Rep from AT&T "suggested" that to avoid another LATE FEE that I go ahead and pay it and wait for Credit.
I paid the bill Minus the late charge. Yes, it is only $5.67 but what is it say times 10, 000 or 20, 000, or more.
Yes, I am suspicious of big companies.
What do you think.

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jjfb44
Houston, US
Feb 02, 2010 12:44 pm EST

Similar problem. Unfortunately, I do not have the tracking number. This is crap. They didn't even ###ing call me to warn me before filing a collection. My credit is ###ed right now. I'd be really interested in filing a class action.

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man999999999
, US
Oct 26, 2009 8:49 pm EDT

Received a collections notice a month or more after you confirmed shipment.
2. Received a notice from AT&T claiming that your equipment never arrived.
3. Received a collections notice from AT&T that you could prove false by providing a UPS tracking number
4. Received a collections notice from AT&T that you could not prove false because you do not have a UPS tracking number.

The above statements are repeating. ###ing ATT Uverse. They are real Idiots wasting peopls time

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tippettpeggy
Kenosha, US
Oct 08, 2009 9:52 pm EDT

Why is it that at 11:15 a.m. everyday the cable has to download? And if I don't let it, later on during the day it will download anyway weather I'm watching some thing on tv or not.Does it have to do this everyday at the same time and if so why? you can contact me at [protected]. Thank you peggy tippett

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Tom
,
Oct 27, 2008 9:27 am EDT

ATT HE Sucks. I disconnected service on December 1 of 2007. They still have me active after I sent them 3 copies of my rental lease changes, and many phone calls. Now I have a collections agency. GET A LAWYER!

Tom

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unhappy att customer
,
Aug 06, 2008 10:06 pm EDT

I gotta agree. Run a 100 miles to avoid. I'm getting the run-around from the call center. They missed their first appointment to hook me up. They finally come out to hook it up when I'm not there and leave w/ it not working. Calls go round and round. This evening they finally offered to send someone out while I'm at work but want me to wait all day. When I finally said enough - cancel it, they tell you that you owe them. So get this - they want me to pay for a service that has never worked. On top of that I get a attitudal african american woman. I have a "supervisor" who cannot figure out to prorate 10 days of non-working service so she too wants me to pay for a full month. On top of it she won't divulge the managers last name and will not divulge the name of the supervisor over the manager. It is an incredible run-around.

I'm sending them an e-mail in hopes of trying to straighten it out, but there's a principle involved here in not paying for something that's not worked. As the previous suggested. Run from this service unless you absolutely have to use them.

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AT&T online cell phone order

I ordered a phone online to upgrade and renew my 2 year contract with AT&T. I ordered the phone on 6/18/2009 and I received a confirmation email saying it would be delivered in 3 to 5 business days. I started calling on Wed, 6/24 to find out the status of my order as the Online Order Status never changed from "in-progress".
6/24 - representative said order looked fine. She called the warehouse to verify that the phone was in stock and said it would be shipped the next day. Didn't receive it.
6/25 - representative said order looked fine. Again they called the warehouse to verify that the phone was in stock and said I should receive it the next day. I asked for a tracking number and realized after I had hung up the phone that the rep had given me my AT&T order number as the tracking number! Again, didn't receive it.
6/26 - 9:30am - representative got a rep from the online department who said they couldn't figure out why my order hadn't shipped and that it looked like the order was stuck. She said everything looked good, the order was still there, the financial authorization looked good, the phone was in stock...etc and that it would take them a couple of hours to figure out what happened. She also said that because of the delay it would be FedEx'd overnight. I asked for a call back and gave the rep my "work number" as the wireless phone I was calling about was my son's phone.
6/26 - 2:30ish - No call back. I called AT&T and they said they had given me a call back on the wireless number I had called about even though I specifically asked them to call me on my work number. So now the rep tells me it has been on backorder even though it has never showed on the Online Order Status as in backorder and the previous two days the rep had verified with the warehouse that the phone was in stock. So I asked to speak with the online dept. The online rep said it showed that it was in a "partial shipping" state and should be shipped by Wed 7/1. I told him that the online rep that morning had told me it would be FedEx'd overnight and he said that they put in the standard shipping code and that I probably wouldn't receive it before Wed.
6/29 2:30 - online rep said that it was on backorder for awhile and that even though it is in stock there were so many orders that they are trying to get them shipped out. She could not give me a timeframe at all on when I would receive it. I told her to please document that if I did not receive the phone by Friday at 5:00 I was switching to Verizon.
Not once was I contacted via email or phone by AT&T to let me know that the phone was on backorder or that there would be a delay on my order.

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AT&T at&t u-verse warning

Do not waste your time with ATT U-verse if you move into Broadstone Apartments in Fort Worth TX. The apartments are all hard wired for the service but all of the geniuses in customer service can not put your address in the system. Myself and several other residents have been attempting to get service for several weeks to months. Don't be fooled by the U-Verse pre-wiring in the closet save yourself days of aggravation and time by just going with direct tv or dish network. I promise in the end you will feel better going this route. Oh and by the way I was told by AT&T 911 is not even available real safe.

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10Fingers
, US
Sep 03, 2009 3:06 pm EDT

My mother-in-law, who has been an AT&T customer since 1963, was so exited when uVerse became available in her home town of Bedford, TX. She signed up for the entire uVerse package; phone, TV, and internet. That’s when the nightmare began. Three days after the installation, the entire service went down. My mother-in-law was w/o phone, TV, or Internet. We contacted technical support and a tech was going to be dispatched the following day. The next day the tech did show up, late, but told us they couldn’t find a problem and scheduled an “underground” crew to come out the following day. So in the first 5 days of service, the entire service was out for two of those days. My mother-in-law wasn’t comfortable being w/o phone service, so she asked if she could switch the uVerse phone back to a normal phone line. AT&T scheduled that for the following Tuesday, but told us that she would have to pay $5 more a month than what she was paying previously because the plan she had had for 40 years was no longer available. On Monday, the internet went out, she called tech support, and they walked my mother-in-law through resetting the uVerse box, which seemed to work. AT&T didn’t get around to switching the phone until Thursday (remember, it was scheduled for Tuesday), and in those three days, her Internet goes out two more times and her TV goes out once. Resetting the box and waiting 15 minutes fixes the issue each time, but on Thursday, when the phone is finally switched back, the TV and Internet go out again. Resetting the box doesn’t fix it this time, and we call technical support. They say there was nothing wrong with the line and they dispatch a tech. No tech ever shows up, but everything starts working again at 10:00 PM the following day. So, if your following me so far, in the first 10 days of service, uVerse was unavailable for 5 of those days, my mother-in-law and I have spent close to 8 hours on the phone with various customer service and tech support departments, and taken two days off work. At this point my mother-in-law decides to switch back to DSL and just keep uVerse TV. We contact AT&T on Monday and they tell us there would be a tech out in two days to take care of that, but they cannot give her DSL for what she was paying before (the promotion was over) so instead of $14.99, it would be $20/month. We reluctantly agree. We receive a call on Tuesday confirming our appointment for Wednesday, so I take another day off to be there when the technician arrived, but no-one ever shows up. I contact “customer service” to let them know the technician never arrived, but instead of apologizing, they went into a “sales spiel” and ask if we wished to upgrade to a higher speed DSL service for only $14 more a month. They couldn’t tell me why the service department cancelled our original service order, and to make matters worse, they can’t get another technician out there for another two days. I “politely” explain to them that we want the same service as she had before (the same service that was suppose to have been installed today), I reschedule the DSL install for Friday, and I hang up the phone. Not more than 15 minutes later, the uVerse stops working again! We contact technical support, yet again, and are told that they cancelled our uVerse service all together since you cannot have uVerse TV w/o uVerse internet. They didn’t bother to let us know that when we scheduled the DSL install, they just turned it off! So now my mother-in-law has no TV Service, and DSL isn’t suppose to be installed for two more days! We told them that was fine, we cancelled the DSL installation, and called Time Warner.

So to summarize our AT&T uVerse experience; we had the service for 17 days. We were without a phone for 2 days of those days, had to go without TV or internet for a total of 9 days, spent over 10 hours on the phone with technical support and various “customer service” departments, and took three days off work. My mother-in-law is now being charged $5 more a month for phone service, she is no longer getting DSL for $15/month, (she opted to go with Time Warner Roadrunner for $30/month, she figured if AT&T was going to charge her $20/month anyways it was worth $10/month to have more reliable service and to never have to deal with AT&T Technical Support again), and to top it off, has to unhook and drop off all the uVerse equipment to an AT&T RMA Center herself! They couldn’t even send her a box to ship it!

I don’t know if AT&T’s new uVerse service simply doesn’t work, if my mother-in-law’s house is just in a bad area, if AT&T simply hasn’t trained their personnel properly, or what. But if you’re considering switching to AT&T uVerse, I would suggest you don’t, or at least you wait until all the bugs have been worked out. Or better yet, move to an area where Verizon FIOS is available! J

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AT&T dropped calls

As an Apple user of more than 20 years, I was excited to see Apple's entrance into the wireless market. I switched to AT&T July 2008 when the Apple iPhone 3G came out. The BIGGEST mistake I have ever made. The only reason I switched was to get the Apple iPhone. Verizon was great, I NEVER dropped a call with the exception of the time I was in the middle of the Arizona desert.

To this day, I have never received the rebates promised for my wife and son's phone. (They opted for a Razor and a Shine) We added the high end DSL Service. Road Runner was 8 meg down and 512k up. AT&T was 950k down and 128K up. After a month I canceled and went back to Road Runner. Of course the AT&T Store would not take back my router as it has been more than 30 days.

Dropped calls: For the last 5 years I have traveled all over the country. Verizon was NEVER a problem. I would say I drop 2 to 3 calls a day even with the phone set on 2G. Multiply that by 365 days in a year and you get 730 to 1095 calls dropped in a years time. My wife is a Realtor and she is ready to kill me! She drops calls on a regular basis as well.

There needs to be a Class Action Lawsuit against AT&T regarding their lack of service and Apple needs to wake up! I am done with AT&T as of today regardless of the early termination fees.

AVOID AT&T AT ALL COSTS,

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AT&T poor service & defective equipment

Randall L. Stephenson, chairman and chief executive officer
AT&T Corp HQ
1431 Apple Street
Dallas, TX [protected]

June 25, 2009-06-24
Subject: AT&T “Service”
Dear Mr. Stephenson:
On April 29, 2009 we signed up for AT&T U-Verse, wanting to take advantage of lower rates for several months and a rebate of $300.
In four days sixty (60) days will have passed and we’re still not completely installed and we’re far from satisfied with AT&T’s “service”.
There have been nine technicians to our home for a total of eleven (11) times and you’d think that a company the size and stature of AT&T could figure out a simple residential installation in less than 60 days.
In addition, the first technician broke our window and your “loss prevention/Sedgwick” people have yet to satisfactorily compensate us for the loss and inconvenience.
The key word here is INCONVENIENCE. We’ve had to re-arrange schedules for 11 tech visits and be on hold for countless HOURS to report problems with AT&T “service”. We’ve kept a diary of phone calls, waiting times, tech visits and results.
I’m reminded of the farmer’s definition of service: “It’s what bulls do to cows”.
When our 90 day introductory period is up, we’re going to be very tempted to return to Cox. In six years with Cox, we’ve had good customer service and few problems.
By the way, I won’t be buying any AT&T stock either.
Sincerely,
Roger & Sharon Egan
Acct#[protected] (for now)

6/25 It's now 12 tech visits with lucky #13 scheduled. One of the boxes is defective and tech#1 put a staple thru the coax.

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Nana Jeanne
Stone Mountain, US
Jan 24, 2010 10:32 am EST

Service is an absolute nightmare! Nothing but trouble since installation in November, 2009. So far 9 techs have been to our home resulting in many, many hours of waiting for the arrival of a tech in a so called "window" of four hours. What has happened to the good old ATT that we were used to? I am going to remove all Uverse equipment and send it back and return to Comcast. Internet service does not provide the mgb that we pay for, television service freezes, telephone line has so much static that calls cannot be completed. Next step will be to contact the Fcc regarding all these problems that a competent company should be able to fix. Fred

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L_P
Neptune Beach, US
Jul 18, 2009 11:54 am EDT

God help you if you have Earthlink DSL and try to convert to ATT Uverse.

They told me I have to terminate the Earthlink DSL, but they can convert me to ATT DSL until the Uverse gets installed. They told me I can't schedule the Uverse installation until the Earthlink DSL has been terminated.

So they terminated the Earthlink DSL within one day, and they are supposed to give me ATT DSL now, right? We've been on the phone for almost 2 1/2 hours this morning talking to 6-8 people, got hung up on twice, transferred and dropped a few times, and we've heard a whole bunch of "I can't help you." The last person explained that their system won't let them do anything until the Earthlink DSL is out of their system which will take about 10 days! She said she tried to delete out all the codes manually.

Well, they terminated the Earthlink DSL within one day, but now the story is that we will be completely out of internet connectivity until the Uverse gets installed at some ? date - we can't even find out when that is. They can't tell me an installation date until they call me back, which is promised sometime within the next 24 hours.

I use internet connectivity for professional purposes (I work from home) and job search - what do you think my professional contacts will think hearing that I have no connectivity because my internet is down for an unknown period of time? They will probably think (1) we didn't prevent this disaster ahead of time and (2) they won't be looking to switch service from DSL to ATT Uverse any time soon.

As a 25 year computer programming veteran, I can tell you that the telephone company computer systems are not designed to service customer needs - they are designed to very efficiently bill huge numbers of customer accounts at the cheapest cost using batch processing. Because of the batch processing, customer needs, like converting from one service to another, cannot be handled efficiently, billing adjustments get hung up in the once-per-month billing cycle, and late fees and penalties are probably calculated before adjustments are applied or lost in the process. (I experienced this with AT&T cell phone services 10 years ago, and in my experience, it hasn't changed a bit.) Computers that will handle customer needs better and function more accurately are very expensive, which would take money out of the C-level and shareholder pockets.

I will update when I get more information.

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lovelady5
Visalia, US
Jul 16, 2009 3:46 am EDT

I totally know what you mean! I signed up with Uverse this past October and have had nothing but PROBLEMs with the equipment and the service it self. The channels freeze up sometimes and my phone at times wont have dial tones and my internet... thats the worst! I have had At&t out to my home a number of times and they have switched out the equipment and reset the crap over and over. I call and get told the same routine everytime and no matter what the problem start right back up and cant get on the internet. I work from home so its a huge inconvience and also while on the phone with them (my cell) they have my unplugging and re plugging things back and forth which is a hassell to have to move furniture to undo the equipment! A company this big you would think they would have there own service figured out. Now all I get told it sometimes it does that and to just hook a USB cable and run it like that. Well then why am I paying to have wireless!

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AT&T $250 rebate

Signed-up for Uverse online based on the $250 rebate that was being offered. After endless phone calls that took a tremendous amount of time on hold I was told my rebate had expired. Apparently you were required to go online and redeem the rebate, which of course nobody informs you of until it has expired. Finally reached someone who said they would get my rebate mailed. When it arrived it was for $100. Informed that the other $150 was in the form of discount off of monthly bill, however we have yet to see that.

This is the kind of bait and switch fraud that drives consumers crazy. Will be going back to the dish when my grace period ends and will cancel the internet service and the phone as well. Screw AT&T.

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UverseFool
Grand Rapids, US
Nov 19, 2009 3:45 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I totally agree. ATT are a bunch of liars. They misled me on installation and the great bundle package. To date, I still have two bills for two different phone lines and a huge Uverse bill. They won't give me credit for switching, I can't use the rebates now because I didn't come over from an internet cable providers such as Comcast, I can't cash in the rebates that I was supposedly going to get for going ahead with the install because the person in retention didn't log it into the computer. If you are thinking about going with this bunch of liars, I would use caution!

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AT&T complaining helps

I complained to AT&T customer service and reward center rep about a customer service rep lieing to me to get my service, I was informed they could do nothing and the amount of reward listed on att.net/rewardcenter was what I was to get since nothing was listed in the first call I made to get pricing on DSL service. The first customer service rep I spoke to lied to me. I was informed if paid deposit befor day of calling about prices of DSL service I would get a large reward. When I got my reward it was 1/3 of orginal amount I was told. I spoke with reward center 3 times and 2 times was on a 3 way call with customer service. I kept being told that nothing could be done. I then Emailed AT&T customer service about everything, then I received a Email saying they was going to credit my bill for the amount of reward that the customer care rep, ((her name is Tonya Woodworth(watch out for her)) informed me I would get. AT&T will correct problems when they can and with right info on problem. Thank you AT&T..

A NOW HAPPY CUSTOMER

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costrow
Kansas City, US
Jun 22, 2009 7:41 pm EDT

I have had my phone system at my office for 26 years. When connected and for 23 years my service was with Southwestern Bell - which was a great relationship. When there was a problem with something they were quick to respond and work with me. In about 2005/06 AT&T took over all operations and things have gone steadily downhill. At first it was just annoying calls if the payment was a day or 2 late. It was annoying but I determined to pay closer attention because it was obvious AT&T was going to be much tougher. Things were going relatively ok. My fees continued to rise and I had charges added but they responded to complaints. I finally got fed up with things and cancelled 2 of our phone lines - that were rarely used. I was told this was save me about $100 in charges, taxes, and all the little annoying charges for nothing attached to all phone lines. This was 12/3/08. On 12/19/2009 they somehow changed my relationship and entered into a contract with me (that I didn't sign or authorize) Not only did I now have a contract I didn't sign or authorize but was paying more than I had paid with the other lines. I assumed they were trying to get back at customers cutting back on service. My bills were now almost $100 more than they had been before with the 2 extra lines. I went through everyone at AT&T and finally ended up with their business retention center. (after I threatened to most to Birch) After days and escalated blood pressure they agreed to remove the contract I had not authorized and they assured me that my charges would go down to the earlier agreed amount. On my next bill I was charged several hundred dollars to do an early termination of my contract. They actually charged me $200.00 bucks to cancel the contract I had never asked for or authorized. I am still working with them but feel really cheated and angry and will probably dump their service. In the meantime, I would get an I-phone but won't deal with them and am now looking at Blackberry & other new choices. They could give me the phone for free but I won't ever enter a contract with AT&T again.

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joann&robert
Arcadia, US
Dec 27, 2008 7:22 pm EST

After the 2 years of contract at T Mo bile we decided to look for new carrier since we have existing AT&T service at home we decided to try AT&T for our mobile, N connect is their dealer which usually situated in malls, to make the story short we had our phones for $179 each we took the family plan. The manager at the store advice us not to send teh rebates just in case we change our mind. After 2 weeks one of our relatives called at the landline and ask if our mobile are still working, followed by some co-workers and friends, we ner notic etaht because we hardly recieve calls it so timely that its holiday andapproaching chrsitmass makes phones busy for greetings we all knew taht mobile is one of our lifeline, then after we tried to give it at least a few more days to know what i the real problem if its the phone or the network, a few days of observation we found out that ATT has some none working spots at home compared to our previous carried TMobile . on the 25 day we recieved a billing and there were so many charges which is surprising because the ATT manager advice us that as soon as we received the billing we need to come by and see him to adjust the bill, . Since the network is not good for us we decided to return the mobile unit and complain the bill, we end up having a 532 bucks because there were so many hidden charges, i dont know why they are doing this, .That is why there is 30 day trial because when you are not satistfied you can return without any charges on your part and if ever there is any it would not be that much, we expect taht we will be charge by the bill and connection fee, which 153 bucks but it end up $532.00, when we try to call CS OF ATT they said taht they own the number and we should have been informed them taht we re going to transfer the no. why should we have to informed them if we return the phone before 30 days, .i dont see the logic, because informing them that we nee dto transfer the no to other network may jeopardize our existing no, and that no is not from ATT we got that from our previosu carrier TMOBILE, .I hope somebody could help on my appeal, i am sure there were lots of consumer that been victimized by ATT mobile, let us unite and fight fo rthis ATT SCAMS .

Sincerely
Joann and Robert

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mogina
Jacksonville, US
Nov 12, 2009 12:00 am EST

i complained too and it didn't help. the issue i was faced with was a networking problem with my voicemail. they refused to belive that something on their end happened to my pass code. i complained alright but they just continued to blame me for an ongoing problem. i spent 2 hrs staight talking and complaing to 5 different people and got nowhere. the evidence was on their side and there was little proof on my behalf, we were going by their website which my phone wasn't corresponding with. you just got lucky.

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AT&T never had the service but still billes and cannot stop it

My friend told me about att uverse so I thought I would give it a shot. I setup an appointment to have it installed. The instalation guy came out on the date promised. They did a check on my wall outlets to see if I had a griounded plug for the equipment. I live in an old house that does not have grounded plugs. They told me that they would have to refuse me service. I said fine because I was having seconed thoughts anyway.

That was it so I thought. A few weeks later a get a bill in the mail for service. I called att&t customer service to explain to them that I never had the service at all. They said don't worry about it they see that I don't have any of their equiptment or service and they would take care of it. No big deal I thought these things happen and it is fixed now. A couple more weeks pased and I got a bill again for service! This has been going on for 5 months now! I just looked at my american express account and guess what? Yes they charged my credit card for the bill and service I never recieved! I was stupid and gave them my credit card on sign up.

I have made atleast 50 phones calls to them over the last few months trying to get this resolved. Every representativetells me that my account shows that is closed but I continue to be beilled for a service I never had! Help! How do I end this nightmare?

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flor805
, US
Feb 03, 2010 5:16 pm EST

We had at&t dsl internet and phone service and direct dish tv service. They told us they'd give us the bundled package. It would cost us $109.00 a month. Well it ending up altogether costing us 177.00 a month even with so called 200.00 rebate.e finally dropped phone and internet service and hooked up with Bright house. They also charge you modem rent $10.00 a month didn't tell us that. They find every little thing to charge you extra for. When we dropped them we called them twice to find out who we sent the modem back to. A few days later we got a program to self load a program in computor to start all over again. The second time we got the run around from this person to that person and got disconnected finally. We called back again and finally a Filippino answered the phone and gave us a e-mail with the shipping label and explained how to and where to sent it by mail to. Finally after much wasted time. I would advise anyone thinking about AT&T forget it. Another thing our so called high speed dsl was super slow and didn't work half the time.

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Bhill671
Bakersfield, US
Dec 04, 2009 11:56 am EST

Don't call customer service anymore, they are ### underlings who have no authority and no knowledge of anything except how to waste your time. Go straight for the throat, put them in hot water, and it will be solved as though someone waved a magic wand. Try to document all the times you called them and what dates and if you have the info - who you talked to. File a complaint with the BBB immediately using the $ amount you are disputing, also report them to the PUC Public Utility Commision for this (what they have done with you is far worse than normal). And if you don't see results right away report them to the attorney general of your state. Hope this helps - ATT U-verse has wasted dozens of hours of my time with their service, so I am trying to band together with other victims of their crappy customer service and FIGHT BACK. Hope this helps

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AT&T cash back reward

AT&T mailed be an offer for "$200 Cash Back when ordering new U-Verse TV U-200 or higher on line. I placed the order, the service was installed However when I went to the AT&T cash back reward center I was told I only qualified for a $50 reward. I called the reward center and was advised that I was only getting a $50 reward and the a monthly credit on my Internet service (a credit that I was already receiving before ordering U-Verse). I still have the original solicitation and it plainly states "Order online & get $200 CASH BACK" absolutly no mention of $50 cash back and a bill credit. BEWARE WHEN RESPONDING TO AT&T CASH BACK OFFERS, THEY ARE MISLEADING.

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listen360
Chattanooga, US
Sep 14, 2009 7:52 pm EDT

I HAD THE SAME THING HAPPEN I CALLED 877/847-7216 AND I WAS ABLE TO GET ALL MY MONEY

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AT&T lied to to get me as customer

When talking to a customer service rep. about DSL service, with local phone service, she excused herself to talk with supervisor, then she came back and infomed me if I had my deposit paid by end of that business day I would get $150.00 in rewards for taking AT&T service. After getting their service I only got a $50.00 reward, this agent lied to me to get me to sign up that day. I at first informed her I would have to think about it and would call her back. This agent name is Tyia Woodworth, her phone number at AT&T call center where she works is [protected]. She gave me her call back number to inform when my deposit was paid, I called her back to inform my deposit was made and got her voicemail, she never called me back, she knew she lied. I then had to call another agent to inform of getting my deposit paid, he finished setting up getting my local phone and DSL set up to be installed, I still had to speak with 4 more agents to finish getting everything set up for service and getting info I needed.
I feel AT&T should not have their agents lie to get customers, if they would give better service, they would not have to lie.

The AT&T Rewards website is hidden in list of websites when trying to redeem rewards, just scroll down several websites to find.

A dissatisfied Customer in Kentucky

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sad customer
Pembroke Pines, US
Apr 21, 2009 8:01 am EDT

This company charges $45 for transfer your service (because i'm moving due to a foreclosure on the apt i rent) i was trying to do the transfer on line not only they charge me that amount they force me to accept them as a long distance company (I cannot afford neither need it) otherwise i will not be able to continue to the next step, the service (all operators are name jessica) offers me to upgrade my service and waive the fee i do not need or can afford the price, , , , and the service will be connected by in 2 weeks! since the bell south sale to att the service is so abusive, my question is : can they charge whaterever they please and/or force me to do what they want? is any stipulation for protecting retired people in low income?

thank you

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AT&T - does not honor advertised promotions

We recently switched over to AT&T Uverse from Time Warner because of all the "special promotions" they were offering. We were supposed to get $275 back in rebates. We met all of the requirements for the rebates but have not received anything. I contacted their promotions department get our rebates and they supposedly took care of everything. 2 days later, I...

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AT&T false advertising

Last August I upgraded my phone service and added ATT Dish. The representative informed me that I was eligible for two rebates - one for phone service and the other for the Dish. I received paperwork to that effect shortly after switching and I also completed the same rebates online. After several phone calls, the phone service side offered me a different promotion that was even better than the original. The Dish side has been avoiding me after more than half a dozen phone calls. The false advertising to get people to sign up is unbelievable. How do they continue to get away with this?

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AT&T Customer Reviews Overview

AT&T is a leading telecommunications company that offers a wide range of services to its customers. The company has received a significant number of positive reviews from its customers, highlighting its excellent customer service, reliable network, and competitive pricing.

One of the most significant advantages of AT&T is its customer service. Customers have praised the company for its prompt and helpful customer support, which is available 24/7. The company's representatives are knowledgeable and friendly, and they go above and beyond to resolve any issues that customers may have.

Another significant advantage of AT&T is its reliable network. Customers have reported that the company's network is fast and stable, providing excellent coverage in both urban and rural areas. The company's network also supports the latest technologies, such as 5G, which ensures that customers have access to the latest and greatest services.

AT&T also offers competitive pricing, which has been a significant factor in attracting and retaining customers. The company's plans are affordable and offer excellent value for money, making it an attractive option for budget-conscious consumers.

Overall, AT&T has received overwhelmingly positive reviews from its customers, highlighting its excellent customer service, reliable network, and competitive pricing. If you're looking for a reliable and affordable telecommunications provider, AT&T is an excellent choice.

AT&T In-depth Review

Company Overview:

AT&T is a telecommunications company that has a rich history dating back to 1876. It started as the Bell Telephone Company and has since grown to become one of the largest providers of wireless, internet, and TV services in the United States. The company's mission is to connect people with their world, everywhere they live and work, and do it better than anyone else. AT&T values innovation, integrity, and customer satisfaction.

Products and Services:

AT&T offers a comprehensive range of products and services to meet the diverse needs of its customers. They provide wireless services, including smartphones, tablets, and mobile plans. Additionally, AT&T offers internet services with various speed options and TV services with a wide selection of channels and on-demand content. The company also provides home phone services and bundles that combine multiple services for added convenience. AT&T's offerings are known for their quality and variety, ensuring that customers can find the perfect solution for their communication needs. Pricing and packages are available to suit different budgets and preferences.

Network Coverage:

AT&T's network coverage is extensive and reliable, covering a large portion of the United States. It competes strongly with other major competitors in terms of coverage area, ensuring that customers can stay connected even in remote locations. The network speed and performance offered by AT&T are commendable, providing fast and seamless connectivity for browsing, streaming, and downloading. Customers can expect a reliable network experience with AT&T.

Customer Service:

AT&T prides itself on its customer service quality and responsiveness. The company offers multiple support channels, including phone, chat, and email, to cater to different customer preferences. The response time is generally prompt, and the customer service representatives are knowledgeable and helpful in resolving customer issues. AT&T strives to ensure customer satisfaction and provides effective solutions to address any concerns.

Pricing and Plans:

AT&T's pricing structure and plans are designed to offer flexibility and value for money. They provide various options to suit different budgets and usage requirements. A comparison with competitors' pricing shows that AT&T offers competitive rates and attractive bundles. The contract terms and cancellation policies are transparent and reasonable, allowing customers to make informed decisions and switch plans if needed.

Technology and Innovation:

AT&T is committed to technological advancements and invests significantly in research and development. The company continuously introduces innovative features and services to enhance the customer experience. From cutting-edge smartphones to advanced internet technologies, AT&T stays at the forefront of technology to provide its customers with the latest and most reliable solutions.

Reputation and Trustworthiness:

AT&T has a strong reputation in the industry, known for its reliable services and customer satisfaction. Customer reviews and ratings reflect the positive experiences of many users. The company's trustworthiness and reliability are evident in its long-standing presence in the telecommunications market and its commitment to delivering high-quality services.

Corporate Social Responsibility:

AT&T demonstrates a commitment to social and environmental responsibility through various sustainability initiatives and community involvement. The company actively promotes environmental conservation, energy efficiency, and digital inclusion. AT&T's ethical practices and transparency contribute to its reputation as a socially responsible organization.

Partnerships and Collaborations:

AT&T has established partnerships and collaborations with other companies to enhance its offerings and provide additional value to customers. These collaborations bring together expertise and resources to deliver innovative solutions and improve the customer experience. Customers benefit from the seamless integration of services and the availability of exclusive features.

Overall Rating and Conclusion:

AT&T is a reputable telecommunications company that offers a wide range of high-quality products and services. With its extensive network coverage, reliable customer service, competitive pricing, and commitment to innovation, AT&T stands out as a reliable choice for customers. The company's strong reputation, corporate social responsibility, and partnerships further enhance its value. Overall, AT&T receives a positive rating for its comprehensive offerings and dedication to customer satisfaction. Potential customers can confidently choose AT&T for their communication needs.

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Contact AT&T customer service

Phone numbers

+1 (800) 288-2020 +1 (888) 333-6651 More phone numbers

Website

www.att.com

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