AT&T
reviews and complaints

I might understand if the technician was unable to solve a problem with a non-AT&T piece of hardware, but after several hours and their taking remote control of my PC, they were unable to open the ports on their own AT&T router!

I was told when I purchased the service that I could cancel if they were unable to fulfill their end of the contract, but when I tried to cancel, they informed me I would have to pay the remainder of the 12 month commitment! I argued with the lady in Billing ("Anna") for a while, with no luck. She said the technician wrote in his notes that he had successfully forwarded the ports, which he absolutely did not. He told me he had done all he could, and I would have to go elsewhere.

So I purchased Port Forwarding Utilities and that solved the problem for me ($40).

But AT&T continues to insist I pay for this service they obviously cannot provide ON THEIR OWN EQUIPMENT!

The City of Margate City Manager's Office received a complaint of an AT&T subcontractor being verbally abusive to resident [removed], at [removed]. She had expressed concern for the pole in the yard being a hazard to her young grandaughter as well as, as owner, being responsible for the safety of the swale area. Per Section 35-0.3 of our City Code, adjacent property owners are held responsible for swale maintenance including safety. She can be reached at [removed] or by email at [protected]@icloud.com. Attached are pictures of the work being conducted and the vehicle of the subcontractor.

 I'm writing to let you know that I was scammed by an AT&T Representative. I called August 8, 2018. I wanted a 45$ a month prepaid plan. I had just stopped
service with Straight Talk. AT&T Service was set up on my iPhone 6s
Plus, and I thought all was good. I had perfect reception with WiFi in my house. As soon as I went anywhere without WiFi, I would get the error message " Data cellular network not working. Can't connect to carrier". I must have called 5 times daily till Saturday. Finally called AT&T again and a nice rep told me he was so sorry that I had such a bad start with AT&T and sent me a 7 plus iPhone with a new SIM card thinking that would fix the problem. I was so appreciative and excited to get a new phone, and have a working phone. Well- after I got the phone the same error message came up. I called once again, they activated phone and said it should be good to go. It never did work. So- I packed up the new iPhone 7 Plus and sent it back to you yesterday. I even tried to get prepaid AT&T Card and had already scratched off numbers and they said I would have to be an AT&T customer for a year to do that plan. So, I just wanted to let you know all that I went through and of course they wouldn't accept the AT&T prepaid card back because it was already scratched off. $45 that I lost from that.
I ended up going back on Straight Talk for 50$ to get back with them and have had no trouble with my wireless service.
I did try to come back with AT&T, but this was the last time.

I just found out that Direct TV separated my billing from AT&T internet after it was set up as a combined statement. After 5 weeks of dealing with them about what happened, they told me this I was never informed of this action nor was I contacted to pay this separate bill until after my service was shut off for nonpayment. I asked how can I pay for a bill I have no idea existed, AT&T chose to change my billing process months after it was set up then never sent me a statement. I now must pay for a mistake that I did not create, my lawyer told me this is improper business behavior. So how do I deal with a company that does not understand ethical behavior?

We have our cell phone account with AT & T and recently started getting data overages for no apparent reason. We hadn't made any changes in using our date and our plan hadn't changed. We tried to resolve over the phone with no help - only another $15 overage charge every 4 or 5 days.

So we went into the local AT&T store to try to resolve. Before we even got to talk about our data problem, the young man was trying to sell us Direct TV service. It sounded like a better deal than we have with our local cable provider, Cox Communications. He also quoted us a very good rate for internet service.

We agreed to change our data plan to one that was unlimited but slower speed after 5 GB and also signed up for the tv and internet. However, when we arrived home, I realized that we had no contract, no paperwork that stated the terms which had just been offered to us. I was uncomfortable having no details in writing.

So we went back to the AT&T store in an attempt to obtain written confirmation of our agreement. The original salesperson was busy with another customer. After waiting 20 minutes or so, another sales rep sat down with us to try to help. He quoted entirely different prices for these services. They were going to be at least $60 a month more than we had agreed upon.

Then we were really concerned about having nothing in writing, so we scheduled an appointment for a couple days later to speak with our original salesperson. At that appointment, he said he was unable to print out a written contract detailing our plan but he hand wrote our original agreement on a piece of blank paper. No letter head, no name, no date. It was meaningless as a contract.

We went home and looked up customer service for AT&T and discovered that many others had had similar problems. So we decided to cancel. Our sales rep at the store told us if we decided to cancel, it was no problem. The installation people would call to confirm the appointment before they came, and if we declined to do the installation the order would be cancelled.

Wrong! We didn't receive a call, only a text. Two or three times now, my husband has refused the installation. I called the AT&T customer service line and was told I had to wait to speak with someone in the 'cancellation department'. I was on hold for 35 minutes before I had to move on to do other things and hung up.

We were hoping that maybe since there had been no installation, that our account was just closed. No such luck. Today, I received a Customer Service Summary detailing our account and charges. The date today is August 13, 2018 - the 'Summary' stated that our service started on July 21, 2018. Our current bill is $87. I told her, "NO WAY was I going to be put on hold like that again!" But she said she was not authorized to cancel my account; I would have to speak with the Cancellation Department. She said she would be me through on a 'direct line' so my time would not be wasted!

I have now been on hold over an hour. I have a feeling perhaps they've gone home since it's now after 5:00 - but apparently they don't have enough respect for their potential customers to even communicate that.

We are planning to go back into the store tonight. I may leave my phone on 'hold' with them until we get there. We will never do business with AT&T again. I have never had such terrible customer service in my life.

I had an install scheduled for today, let's discuss issue number one it took almost a week to get this appointment. Series of questions asked by sales rep is this a apartment or Home and how many DVR's I wanted, I said a home and 4. Technician shows up with a tag along by the name of Shree Evans who was useless to tell me there is a DVR shortage and no ETA on when they would be in . Issue number two the tech says the box they need to access to install service at MY house is in a neighbors yard not even living on my same street and guess what as most blue collar Americans they are at work ... surely they didn't take off work or leave someone at there house over the age of 18 for MY scheduled installation but guess what maybe had any of those how to prepare for your installation calls, emails or text indicated that since I'm in a home (which I answered yes too upon placing the order) I could have spoken to my neighbors and gotten permission to access their yard for my cable .. Issue three you re-schedule for Wednesday the same damn time frame as today well guess what genius my neighbors are still going to be at work.. What needs to be done is a technician needs to come by out this afternoon to finish what was started .

Called Direct TV to order service on Wednesday 08.08.18. Gave all information required, including checking account number and was ready to schedule installation. They could not come on the original date requested and I informed the agent I would need to cancel. She (should've gotten her name but it was hard to understand her) stated it was ok that once the order was processed she would transfer me to another department who would guarantee the date I needed. I didn't believe her and requested 3x to cancel the order as I did not want funds taken out if the dates wouldn't work. She stated the order was canceled.
Friday 08.10.18 $199.00 was taken from my account by ATT. Called them, was transferred 6x on the phone over an hour. ATT insisted this was a Direct TV issue, Direct TV said ATT took the funds. Neither could clearly explain why or how this happened. Last transfer I requested a Supervisor or Manager. Agent sent my call back to the main menu for selection.

I went to the Yukon, Oklahoma store to add a line and get a sim card for a phone I already own. My information was taken and was told it would be 20-30 minutes. No worries, I can wait. Five minutes later a new customer enters the store and proceeds to get skipped ahead of me in the ATT que system that everyone abides by. I ask why this customer was moved ahead of me and was given the response my manager told me to take him. I asked to speak to the manager, who was the same person who checked my into the que system. He said that it was a management decision and not to worry. This is not how a que system works, no matter how big or small the issue with the customer the Que is the Que. He begins to say that because the customer had a billing issue that superseded my reason for being their. I said that he was their after me and was still working on his issue making me wait even longer. Again, he said it was a management decision and not my issue. At this point I say to Joe the manager that he needs to service the customers that came in before him. He said that he passed off this customer to go to bathroom do to "Stomach issues", I told him I did not need to know of his bowel movements and just wanted to have my phone added to my account. We both begin to metaphorically but heads. He then begins to say that he wants me to leave the store and he was " Calling the Cops". I have never in my life been treated so terribly by a company that I pay each month. I have proudly served my country and became disabled in that process. I truly felt disrespected. I ask that the District Manager or the Store Manager please take action on this situation. My wife was with me and she felt so embarrassed in how we were treated. This what really made me mad.

AT&T has taken over Directv and they increased my bill without notice. It was 60.24 /month with no additional services... increased to 100.99/month. I called to rectify, then complaint after being transferred 3 times from Mrs Lucer, Mr Randy, then Mrs Ella. Basically they told me to go pound sand . I cancelled my service (7 year customer). Luckily I have Spectrum on my internet and will getting TV with them.

On July 7th I requested cable and internet services from ATT/Direct TV. The original installation dates were to be July 13th and the 19th. I received different email confirmation dates for the 19th and the 20th. No one showed on any of these dates. On the 20th an hour after the appointment window had expired I phoned customer service and was met with insincere apologies and instructions to simply wait. I waited until 9:30pm where I was told the technician stated he/she made contact where no contact was made. This technician, I found out later placed my order on hold for inability to make contact, a customer service agent was supposed to contact me regarding the hold being placed on order and of course I was never contacted by anyone. I again rescheduled for the 27th where again no one showed up. I contacted someone again by website who promised me someone would be there on the 3rd of August and here we are on the 4th of August and no one has showed still. I have taken the liberty of cancelling this order and will recommend that no one ever use your services. Just for information purposes the original order ID# is [protected] the installation order # is RV6-1133472 and the account number is # [protected]. Although I am pretty certain by the way every thing has been handled so far nothing will be done to accommodate me for the time lost and at the fact I still do not have cable or internet services. Thanks for nothing guys, really disappointing.

in may 2018 I moved to a new address, schedule with at&T to have my services moved on date of this they told me that they do not provide service at my new address and cancelled my accounts. since then I have received a bill every month in June I received a bill for services rendered called in and got that resolved (they charged me because they did not close my account properly) at the end of June I received another bill for equipment that has not been returned (equipment was returned to there office via their instruction with the smart label they provided on June 2 already). I have since then called them more than once spoken to every possible department / person to have this resolved in July I call again after I received another bill (after they confirmed they have the equipment and it was an error on their side) escaladed the matter gave them all the tracking number and was told that within 10days if it is not resolved somebody will call me (nobody has called me) today 8/4/2018 I received yet another bill stating that they have not received the equipment called again (was on the phone for 1 hrs. and 55 min) spoke to 4 different departments to get told by a rude lady that they don't have any tracking number or equipment and that she will have to escalade it again to the back office for them to call me and get this resolved. I have never in my life experience this total lack of not giving a [censored] and attitude of its not my problem from a company. I follow their instruction send the stuff back with their tracking label and I can see according to the instruction on their tracking label to equipment has been received by their office but they can not see this nor do they even have the decency to call you back to get a matter resolve after months. I have yet again been told they will look into it and somebody from the back office will call me back. I did everything I am suppose to but nothing get resolved and I keep getting past due letter and being showed as a late or poor payer on my credit because at&t can not and will not do their job. worst company every

I had to sell my home and cancel service where I had the ATT Bundle fiber option Inet and phone and direct TV . After having the service for more than 4 years they are charging me a $340 cancellation fee even though I can get the bundle service in my new location. After 9 months of phone call and promises to fix the fee they are turning it over to collections. Bow I plan to cancel my ATT cell phone service I have had over 10 years, now they will lose more than $1200/year of income from me to try to charge me the $340 fee, not very smart.

They also are telling me they that I owe $140 for non returned equipment which I have proof from UPS was returned 9 months ago. (UPS Tracking A6671P20171122152051) which has the serial and model numbers to the equipment. I am tired of the run around and waiting on hold, they pass you around to different numbers 6 times in 3 hours without any help and more runaround. My wife usually handles the bills but is too stressed out after trying to get it resolved she will not call ATT any longer, now it is my issue. This is the worst company I have ever dealt with. Call Keith [protected] if you can help.

I have been with AT&T since 1993, never missed a bill, and have my entire family's wireless billing ($200/mont) and bundle of U-verse/internet/phone x over 15 years.

6/4/2018 - due to high cost of wireless service I was going to move my family to Sprint/Verizon. I was referred to retention department and told I can buy iPhone X and get iPhone 8 Plus for free without getting a new line. And also I would not be charged roaming fee to Canada/Mexico (I was going to Canada this week)

6/24/2018 - when I returned home I took my new phones to AT&T store location @ 3300 Dallas Pkwy #100 Plano TX 75093. I spoke with Lance McLaughlin whom I worked with for over 5 years and he told me I have a new line (need to pay full price for iPhone 8 if I don't keep this new line), I will be charged for the phone x 3 months, and that I can activate my iWatch for $5/month. On the phone with AT&T agent, I was also told if I decrease my plan my plan would be cheaper by $40/month

7/20/2018 - when I got my bill, my bill went from it's usual $200/month to $350/month! After hours of calling customer service, I was told there is a new line, iWatch is $10/month, and that my new plan with 4G less is $10 cheaper not $40/month and that Canada and Mexico was NOT included and even though my phone was off I got charged 50cents/text and roaming fee. I was then told by "Rose" that I would get $100 credit for ALL the lies I have been told.

7/24/2018 - when I didn't get my credit, another supervisor told me that I will not get my $100 and EVERYTHING I was told above, NONE of the things happened. As a consumer, I feel defeated...these conversations are recorded and notes are written, I have never been told so MANY series of lies and been treated like "abc" but "xyz" happening. I realize I am only ONE consumer with AT&T, but after being told my both retention and loyalty department, MANY MANY misleading information then to be stuck with a bill about $150 more than I was paying...and to waste hours of my time, I have no recourse but to elevate this in every way I can. I am sure that I am not the only one, but I've never experienced so many series of lies and there being NO accountability whatsoever to what I was promised.

If anyone out there knows how I can elevate this, please let me know.

After 12 years of being a good customer thru all the changes and problems att deceived Us and change our plan without notice . We were on a plan they wanted to stop because we did not agree to terms . My suggestion is NOT to agree to anything, they have the choice, if and who should Mediate any difference . They choose someone they support and make donations to. So you have no say or word in anything . I understand AT&T has gotten bigger in 12 years but my payments did not stop for 12Months x 12 years= 144 Months ! What Do Most Business do for good loyal customers that have been loyal for 144 months . I Know what my company does everything possible to keep that Good Customer! Not AT&T They could careless!

Last week, it took around 3 hours to get help with getting a better internet deal! Today it took about the same amount of time trying to get my new wireless device connected. The website kept saying that it could not find the number for my device so I got on Chat. OMG, after 2 and a half hours, it has not been taken care of! At one point, I was told it was activated but he had to connect me with technical help...I waited, then the chat disconnected. Then I had to get back on and repeat everything and wait and wait!

Had a service technician appointment for 2 weeks now first time technician never came but said he did so they reschedule my appointment for a week later now they come today and have the wrong order called at&t to get the rite order number technician said he would be back and just found out that they reschedule me again for another week away called customer service and they said there is nothing they can do will have to wait for my scheduled appointment but I have no clue if they will show up or not or reschedule me and not even tell me worst customer service I have ever had would not recommend at&t or direct tv to anyone

Tv and internet fine; no dial tone on phone. Tv troubleshooting reboot unsuccessful. Customer Service (Joyce) tested & said defective modem & new one to ship for arrival tomorrow; customer must install and drop off old one at UPS. Find we pay for in-home service & called to advise; recording said we scheduled tomorrow for technician visit - WHAT? Live person said NO and could not send tech for 4 days; talk to Loyalty (disconnected during transfer & had to call AGAIN) who said nothing could be done & try Repair (again disconnected first) which said nothing could be done because modem had shipped (one-half hour since first call). Pointing out the several versions presented, was promised that supervisor (Howard) would call in next 60 minutes; call from AT&T rang once & hung up with my call to listed number found to be non-working number - guess that Howard did his job and called! No further word while text message said that modem was shipped.
If customer installation fails, should customer call U-verse (2-1/2 hours today) or just phone Comcast? UNBELIEVABLE!

my DirectTV doesn't work well, and I called them to fix it, they said they will send a someone to fix it for free. but after a month, my bill contains one time $99.00 charge.
then I called them, the boy checked the note and told he cannot find anything about the "Free", so cannot credit me back, but told me his boss will contact me. but never.

Then I chat with them, her is the detail:
AT&T: Hi, I'm AT&T's automated virtual assistant. How can I help you today?
Jiahui: HI
AT&T:
Good Afternoon!
Jiahui: Good afternoon
AT&T:
Good Afternoon!
Jiahui: This is jiahui Sun
AT&T:
Hmmm. Could you rephrase your question? Virtual Assistants understand simple questions best.
Jiahui: I got a onetime charge $99 which shouldnot
AT&T:
So I can assist you further, please select a product I can help you with:
• Wireless
• AT&T Internet
• U-verse TV
• DIRECTV
• DSL
• AT&T Digital Phone
• Other

Jiahui: DIRECTV
AT&T:
Got it. Please tell us your first name.
Jiahui: Jiahui
AT&T:
Thank you, Jiahui. You will now be connected to a specialist for account support.
We are now transferring you to a live agent.
Agent Juan enters chat
Juan: Hi! My name is Juan. I'm happy to help! Let's get started.
Juan: Hello Jiahui
Jiahui: Hi Juan
Juan: Hello :D
Juan: Please give me a moment to review your request.
Jiahui: One-time chargeOne-time charge Jun 19
Jiahui: $99
Jiahui: it should be free
Juan: I am sorry to see that you was charged this
Juan: Is this regarding the Directv portion/
Juan: ?
Jiahui: yes
Juan: I can help you with that Jiahui
Juan: While I open your account
Juan: May I have a contact number so that we may reach you via phone or text with information about your AT&T services?
Jiahui: there is issue on the receiver, so I call ATT, and she she will send someone to take look for free, but now you charge me $99 +tax
Jiahui: [protected]
Juan: Thank you for sharing that information with me!
Juan: Jiahui can you tell me when was you told that it would be free?
Jiahui: last month when I call direct tv (ATT), the rep told merep
Juan: Thank you.
Juan: Allow me 3 minutes to look into this.
Jiahui: ok
Juan: Appreciate it1
Juan: !**
Jiahui: no problem
Juan: Thank you.
Juan: Jiahui I was checking within the notes, I am having trouble looking into the promise
Jiahui: I don't think he/she put note there
Juan: Do you know the estimate date when you had the interaction ?
Jiahui: I think I made a phone call on the week of jun 10 -16, and she send a guy to my home on jun 19
Jiahui: and promised me there will no charge for that
Juan: Jaihui thank you for cooperating with me, I am going to go an check deeply into this for you
Jiahui: ok
Juan: Thank you very much!
Jiahui: for sure I wouldn't accept a $99.00 charge if she told me in the call.
Jiahui: nobody will do
Juan: I understand Jiahui, , I am doing everything possible to look into this for you
Juan: Was the lady from the tech department when she informed you this. correct?
Jiahui: cannot remember that clear, but I would like think so
Juan: Not a problem!
Juan: Let me carry on working on this for you
Jiahui: Thank you sir!
Juan: You are very welcome.
Juan: Jiahui, I am able to see that tech offered this to you
Juan: I am going to connect you to them
Jiahui: cool
Juan has left the chat
You are being transferred, please hold...
Agent Kathryn enters chat
Kathryn: Hello, my name is Kathryn. Thank you for contacting AT&T about your DIRECTV service. I'll be happy to assist you today. Give me a moment to review your request.
Jiahui: ok
Jiahui: thank you
Kathryn: Thank you for waiting :)
Kathryn: Jiahui, I understand that you have been charged $99 incorrectly. Am I right ?
Jiahui: right
Kathryn: Thank you for confirming.
Kathryn: I apologize for the inconvenience you have experienced.
Kathryn: I can help you with that !
Kathryn: Meanwhile, Is [protected] a good contact number so that we may reach you via phone or text with information about your AT&T services?
Jiahui: yes
Jiahui: thak you
Kathryn: Thank you for confirming.
Jiahui: thank
Kathryn: Please allow me a couple of minutes to pull up your record.
Jiahui: ok
Kathryn: Thank you :)
Kathryn: Thank you for waiting, I truly appreciate your patience.
Kathryn: I have added the detailed notes on your file from my end and forwarded to the billing team at higher priority so that it will be checked and your account will be credited with the charge of $99, and you will get the confirmation call from the billing team once it is done.
Kathryn: Would that be fine with you ?
Jiahui: cool, so I will get $99 +tax credit back
Jiahui: when?
Kathryn: Yes you are right, Jiahui. You will receive the call within 24-48 hours.
Jiahui: ok
Jiahui: but can they also send me an email?
Kathryn: Sure, Jiahui. The email will be sent immediately once the credit have been issued.
Jiahui: cool
Jiahui: Thank you
Kathryn: You're welcome :)
Kathryn: Thank you so much for your patience and understanding.
Jiahui: have a good night!
Kathryn: Just to recap, you have reached us for the wrong charge issue and I have raised the request to the billing team.
Kathryn: Is there anything else I can help you with? I'd be glad to assist.
Jiahui: yes
Jiahui: I have the weather channel, but it seems like don't know my location, so there is not much local weather information. is there something you or I can do?
Kathryn: Yes, Jiahui. This should be escalated to the broadcaster team, so that they will check the channel and will fix this for you.
Jiahui: will you tell them or I need to contact them?
Kathryn: I will do it from my end on behalf of you :)
Jiahui: cool, thank you very much
Kathryn: You're welcome :)
Kathryn: I really appreciate you giving me as much time as you have today.
Kathryn: Is there anything else I can assist you with today?
Jiahui: That's it. Thank you
Kathryn: It has been my pleasure chatting with you today.
Kathryn: Have a great night :)
Kathryn: Thank you for choosing DIRECTV, we appreciate your business.
Jiahui: you too
Kathryn: Thank you :)

but after 3 days, nobody called me and no credit back.

I changed my service after bill was raised again. Customer Service told me internet speed would not change. It slowed considerably. I again called customer service told her partculars...everytime I asked her if my internet speed changed she went off on something else. This happened 4 times. I finally asked her for a supervisor, put me on hold then came back & said no supervisors were available. She offered to have a supervisor call me. It has been 3.5 week, I am still waiting. Can't imagine what they will try if ATT & TW merge...

My name is Susan Sanders, On June 25 or about that time frame I place an order to transfer my service from 4900 Spencer lakes Dr #1125 to a new apartment in the same complex 4900 Falcon Mill Rd #527. The only date they had available was July 7th for install. Which was after my move. Att set up the transfer and the service call. Bryan with Mastec showed up to install my services. Within 24 hours of that installation service call my services stopped working. I called to report the error message of "not connected to the server." The operator on the phone schedule another service tech to come out for Saturday. She did not clarify that it would be 2 weeks from my call. Which was today July 21st. The service tech showed up stated he could not work on MDunits and left canceling my service call. I have since called 3 times to ATT and talk to, Najesho, Ms Nakisha and Jeff in the phillipines. I was told that someone would call me back twice and also given the sub contractors number to call them directly to try to get someone out to fix my service. No one has called me back as promised. nor did me calling Mastec help. I am tired of trying to get direct tv. I am not sure why this is so complicated. I have been with Att for a very long time and they say I am a "valued customer". I really do not feel that way. I would like to have my current contract voided and credited since your company can not seem to get the services transferred. I have lost time off from work on 2 occasions to meet with installers. I have been without service for over a month and based on today's phone calls I do not see any resolution in site. My services were transferred on June 30. That is the date that I last had service. I should not be charged for the month of July nor should I have to suffer the penalty of breach of contract. Your company has not been able to provide me with service. I do not want to call anymore or deal with this anymore. So please if someone wants to call me great [protected]. Otherwise I will consider my account closed from June 30th and return the equipment next week.