AT&T
reviews and complaints

Beware of ATT U-Verse! Since installing ATT U-Verse many local in-coming calls have become long distance calls. (This means that my wife cannot call home from her place of business 8 miles away to check on her son, and there us no cell phone due to the mountains in between.) I have spent hours on the phone from the first week of installation trying to have this corrected or to get out of my contract. (Had we known that this would be the result of the switch, we would not have made it.) AT&T investigations of this were initiated, and at one point I was told that the problem was isolated and would be corrected within 24 hours. Days passed without a change. At my last call, I was told that the previous investigator was mistaken and that this was a "known problem" and could not be solved. I stated that I wanted out of the contract but was told that my 30 day trial had passed and was obligated to pay $180. if cancelled service. (I was stalled just long enough to entrap me in a 12 month contract.) I was also told that this was not an AT&T problem, that it was the problem with the service of the various outside callers. Not only that, but the U-Verse WiFi switch is pokey and inconsistent. I look forward to completing my contract and would recommend anyone looking for bundled phone, TV & internet services to look elsewhere.

Had ATT DSl and landline, with repeated problems. Tech advised to switch to U verse. I switched. Took ALL day to install, one of my bedroom phone jacks no longer works after the install, and my calls drop if the modem on the desk is moved. (faulty wiring). They came out, replaced wiring, but problem still exists. Got billed for ATT Uverse, AND ATT DSL/land lines. After 2 mos - they finally corrrected the billing and oferred me a $15 off to compensate for the problems. Now we are 3 mos later, calls still dropping, internet still BELOW level I pay for, and overall telecom costs $30 more than what I was paying before. Called today to try to cancel. Was told I was sent an email contract on 5/12. Pulled up that folder - no email - requested proof of it sent - no one knows how to do that. After being transferred around, was told I was not in contract in May (hence no email to that effect should have been sent--somebody's lying). But...according to them, I locked into contract when I accepted their $15.00/mo compensation for the previous service/billing problems. Still waiting to HEAR the recorded call where it says I was enterring a contract. Been on with them 3 hrs on this - and now she's tells me no sup is available to play the call for me..but...what do I want them to keep me as a customer. Told them - GET RID OF THE CONTRACT status, and give me flexibility to chose a service that works for me. she claims she did that. we'll see what new charges/fees go on my account in a few days.

I could write a book on all the problems we have had with AT&T internet service for the past two years. We regret the day we switched from Comcast Cable. The service intermittently goes off constantly, being off more than it is on. Customer service does not know what they are doing. We have requested time and time again that someone come out and look at the lines. Finally someone came last week, left with it working, and five hours later, again no service. Hubby and I said "that's it!". We called Comcast and ordered service with them. No long wait, nor all the options, to get a person on the phone. We would never advise anyone to use AT&T. Unbelievable that a company this size has such poor service!

We pay for 6mb/s, the service rarely gives us that though. Normally it stays around 3/4. Not only that, but I often find several times a month; we lose connection to the internet, and see a nice splash screen from our router happily informing us that there is no internet connection. It should also be noted, that the ping often drops to unusable levels. As rated by pingtest.net, "F"; with 800 ms ping time. If your happy with having an unstable internet connection that goes down or becomes unusable every few days, At&t is the company for you. Otherwise, I wouldn't recommend it. On a side note, the blackberry website tends to load VERY slowly, though I can't say if this is At&t's malpractice or just a slow website. I'd also like to complain about the slow upload speeds, which make file-sharing almost unusable. It takes about 30 minutes to upload a small video, which is a consistent thing.

Re: complaint against phone carrier’s
At&t mobility
5565 glenridge connector,
Atlanta, ga 30342
Account # [protected] closed nov.29, 10
[protected] line closed nov.29, 10 new number obtained from t-mobile
[protected] ported number over to pure talkusa nov. 28, 10

Pure talkusa
Telrite corporation
Po box 2207
Covington, ga 30015
[protected]
Account #[protected]
[protected] requested number to be ported over to t-mobile on dec. 10, 11, 12 2010
Line shows as being ported out & disconnected as of dec. 11, 10
T-mobile unable to port number, since att won’t release phone line

To whom it may concern,

I am writing this letter to register a formal complaint against the at&t and pure talk usa an at&t affiliate.

I recently closed my att account and ported my number over to pure talkusa. Puretalk was unable or unwilling to activate my sim card, stating I had a bad sim. After waiting 9 days for another sim card.In which I never received, I ported my number to t-mobile. It has been 3 weeks that I have been trying to get my number ported and a line activated with puretalk and now t-mobile to no avail as pure talkusa and at&t are being uncooperative with t-mobile with the porting request.

Three request was sent to pure talkusa by t-mobile to have my number ported when I was finally informed that att will not release my phone number until monday 12 pm dec. 13, 10.

My biggest mistake was to move over to pure talkusa since they are a vendor of att they have also been part of the unwarranted harassment and denying me of phone service.
It's very apparent that att has a saying of who pure talkusa should be allowed to give phone service too as pure talkusa has been less than candid. They along with att have never sent out the sim cards to get my phone working. Also pure talkusa telling me a lie that I can't use my daughters sim card as once it is deactivated, the sim card is dead is a big fat lie. After waiting 3 weeks with no phone service from leaving att for puretalk and never getting my ported number activated due to lack of a sim card. I also choose to leave puretalk. Now I can't get my number ported over to t-mobile from pure talk usa. 3 separate request where sent from t-mobile before finally getting a straight forward answer that att will not release my number for reasons they would not disclose. But it’s very apparent because I choose to close my account. Below is a time-line.

11/20 my att phone sim card was damaged

11/20 called att customer service for sim card replacement, told that I am on a old plan, using old network and out of contract. I was asked if I wanted to upgrade to a new plan. I told them no, I was happy with the old plan. I was told I would need to go to any att store to a get new sim card.

11/20 called stonestown att store san francisco, told that yes they have the sim card in stock and there is no charge and I can come pick one up.

11/20 went to store & was told they couldn't give me a sim card since I was on a old plan and I needed to upgrade my plan. I told them that I wasn't going to upgrade or buy a new contract and I will take my business elsewhere. Salesman asked, "where you where that one that called earlier?" my response was yes and you told me that you had the sim cards in stock. He said he couldn't give me a sim card because I am on a old plan on older 2g network. That I will have to call att service and they could mail me one out. If I wanted my phone to work today, I will have to upgrade my plan. I told him "no", I won't let you put a gun to my head to get my phone working. He said will then you can go port you number over to any carrier if you like with a big attitude.

11/20 went back home, called back att to request replacement sim card, and told them about my displeasure of them sending me to the store to pick up a sim card. When it was apparent they sent me there to sell me a new contract. I was told they would expedite mailing me a replacement sim card and I should receive in 2 days

11/28 after 1 week and never receiving the replacement sim card I took my line to pure talk usa and added a second line to my daughters account (#[protected]) with pure talkusa / telrite communication an affiliate 3rd party vendor of att. My number was ported over from att to pure talkusa.

11/29 after my number was confirmed being ported over from att to puretalk. I called to close the att account which had 2 phone lines. My decision to close that account was due to their unprofessional, strong arm sales tactics and harassment towards me for not buying a new contract and never sending a replacement sim card.
When speaking with the customer service agent. She pleaded with me to stay with att as they have better plans than we were paying before. I told her in principle I would never stay with them. With my recent experience, being lied too and sent to a store with them knowing that they would not give me a replacement sim card and their only intention was only to send me there to upgrade to a new plan. I told her since they never sent out a replacement sim card, I was left with no option but to close the account. I was told that I could get a new plan today and would have phone service. After about 20 minutes of hearing from the customer service agent trying to have me stay with att and upgrade my plan, she finally closed the account.

11/29 my line was ported over to pure talk usa. They could not activate my sim card I received from them, I got a sim error. It was determined by customer service that my sim they sent me was bad and they will have to send me a new sim card. I told them since I needed my phone number for work and for emergency situations, since I am a police officer that it was crucial in in event of an emergency, therefore I would need my existing phone number. I asked the customer service if he could deactvate my daughters line with pure talk and I will use her sim card on my number and when I get the new sim card I will use it on her phone. He said yes he can do that. He told me it was done and called back me back on the number to verify that my phone number was transferred to my daughters sim card. Having belived my number was ported and activated, I tried to use the phone and it wouldn't work. I get no service. I called back and the same customer service "bernard" said oh i'm sorry I tried calling you back to tell you I couldn't transfer your number to my daughter's sim card because once we deactivate her sim card it's no longer any good, therefore the sim is dead. I having prior knowledge knew this was not true. You can deactivate/activate a sim card to any number. I couldn't get them to switch my daughters sim to my line so bernard said he will send another one out.

12/6 still haven't received sim card, I called pure talk usa and was told they have no way of tracking the order but will put a note to expedite the order. Waiting 8 days for sim card when first class mail from georgia is only 2 days.

12/8 still haven't received sim card, I called pure talk to complain. After being on hold for half hour. I was abruptly disconnected. I sent a email contact letter to pure talkusa, see letter sent below.
I have been on hold trying to reach a customer service agent over a half hour and I constantly get disconnected while I am on hold.
I order a second line. The first sim card you sent was not working. I am still waiting for a second sim card, I have been waiting almost 2 weeks to get my phone activated. This has been a big inconvenient since I ported my number over and now left with no phone service for two weeks. I asked the first customer service agent to please expedite and he told me he would try. It's very apparent that it is not of importance to your company that you want to work with customers within reasons. If you cannot resolve my issues I would like a refund for the second line I added, since I have been paying for services that I cannot and have not used at this time since I have no sim card. If you give me back my refund I will have the number ported over to a new carrier if you feel that my business is of unimportance to the success of your company. A 44 cent stamp and first class mail takes only 3 days. It's coming on 2 weeks. I will follow this complaint with the better business bureau if you wish to ignore my request any longer.

12/10 open an account with t-mobile and ported my number from pure talkusa over and told it would take up to 24 hours.

12/11 tried calling my number. Before when number was ported over to pure talkusa from att, when calling it would go straight to a message that voice mail has not been set up. Now it would answer saying number is not reachable. I assumed that puretalk released the number over to t-mobile since it was no longer going into a voice mail not set up.

12/11 I called t-mobile, after being on hold for 15 minutes, I was told that the department that handles the porting with pure talkusa is closed on the weekend and I will have to call back on monday.

12/11 I called back puretalk, spoke with customer service dellano. He told me that he will take care of it and may take a day or two. I told him that, fcc regulation require you to port over the number within the 24 hours and the request was submitted on friday (Dec. 10, 10) he said o. K. He will try and take care of it today and assured me that I would not lose my number.

12/11 I checked the status of my pure talkusa account online. After speaking with the customer service dellano, my account showed that my number was ported out and the line was showing as being disconnected as of dec 11 2010 4:44pm.

12/11 I called t-mobile again and spoke with customer service erica in the moving number over, existing request department [protected]. I explained to her the situation I was having. On the pure talkusa side of my account, it shows that my number was ported out and that line has been disconnected. She said she would send another request to pure talk and cancel my original they sent out 12/10. Erica placed me on hold and later came back told me that she copy and pasted the number I was porting over and apparently when she pasted it pasted the 3 prefix number wrong. This is highly unlikely. Therefore the confusion of why my number wasn’t porting. To end our conversation erica told me that now that she has the correct number she will work on it and would call me back to let me know the status. I gave her two phone numbers to call me at and she never returned a call.

12/12 after receiving no call back and my ported number still not working. I called t-mobile. I spoke with tyra l. #450568. She was the only person through out this process that has been candid and straight forward. Tyra sent out a third request to pure talkusa to port my number. She called pure talkusa and they informed her that att will not release the line until monday 12pm eastern time. I asked her what the reasoning for not releasing my line. She told me that pure talkusa didn't know and that it was att decision and I will have to call back at 12 pm monday to port my number over
Overall throughout this process at every step I have been harassed denying me of phone service and have had no phone service coming up on 3 weeks. I am writing this letter have the parties responsible held accountable, terminated, company's fined for these unwarranted tactics of harassment because I choose to terminate my account due to there poor customer service and bullying tactics.
Your assistance in this matter is much appreciated, if you have any questions or concerns. Please feel free to contact me via email or phone as I have taken this matter to be serious and will pursue all avenues to see that consumers are protected from these types of harassment and bullying tactics.

I have contacted at&t by phone and by the attached emails time and time again. No response! I choose not to deal with the inexperienced folks they have on the phone and will hit every complaint site possible since they will not respond via email. If you are going to another country, please, please turn your phone off. They will tell you everthing is ok and then wack you with a completely unacceptable bill.

Again, I have still received no contact from at&t. I have issued a payment to at&t for $350.00. This was the agreed upon price from all the telephone calls made to change my service to the best option for living in canada for one year.

We can either deal with this via email or we can go the legal route. I am very displeased with your service.

Thanks,

Kristi fancett

Project manager

—

From: fancett, kristi
Sent: tuesday, 30 november 2010 7:13 pm
To: fancett, kristi; 'at&t customer care'
Cc: tom fancett
Subject: re: your at&t wireless bill is ready to view

Still no contact. The phones have basically been non-functional since I received the $1900.00 bill. I need some someone to contact me soon with a resolution to this situation.

Thanks,

Kristi fancett

Project manager

Phone: [protected]

—

From: fancett, kristi
Sent: wednesday, 24 november 2010 10:30 pm
To: 'at&t customer care'
Cc: fancett, kristi; tom fancett
Subject: re: your at&t wireless bill is ready to view

I am shocked and astonished about the bill I received today. I and my husband have called five times over the past 6 weeks to ensure that we have the correct plan and have updated the plan based on text messages we received from you. I would have to say that the text messages were always late (Most by a couple of weeks).

The worst case scenario was that we would owe $350.00 per month. On every call, we made it very clear that we would be living in canada for the next year and on every call they had a different plan but none of them exceeded $350.00.

With all that being said, a bill of almost $1900.00 is completely unacceptable! My husband spent 2.5 hours on the phone talking with representatives today about reducing the price. He finished with a price reduction of $550.00 and I can say that this is again completely unacceptable!

Someone needs to contact me via email as soon as possible to resolve this situation. Please do not text me or call me on my cell because you nor your team has obviously not listened to or grasped the situation that we have explained.

Thanks,

Kristi fancett

Project manager

Phone: [protected]

—

From: at&t customer care [mailto:[protected]@amcustomercare. Att-mail.com]
Sent: wednesday, 24 november 2010 1:22 am
To: fancett, kristi
Subject: your at&t wireless bill is ready to view

Att.com | support | my at&t account

Your wireless bill is ready online!

Dear kristi fancett,

Your monthly wireless bill for account [protected] is now available for review online.

Log in today to view your bill and make a payment. If you are not yet registered, you must do so to view and print your full bill.

Thank you for choosing at&t for your wireless communication needs. We value your business and look forward to serving you!

Sincerely,

At&t online services

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We have been customers of AT&T for over 20 years. We disconnected from them over 3 years ago and briefly did business with Comcast. Upon returning to AT&T, they indicated that we were regarded as new customers--currently we've had service with them for about two years. Our due date is set for the 9th of each month. We are on a fixed-income and do not receive our Social Security paycheck until the 10th-15th of each month. The cut-off date from AT&T is set for the 17th of the month whereby if our check was not received, they could charge us extra money as a late fee. Our check is always received by AT&T prior to the 17th of each month. We are sick and tired of their harrassment telephone calls and they refuse to stop calling us on a monthly basis when the check is not received on the 9th. We've reported them to the Better Business Burea and the FCC with no beneficial results. AT&T said we have to build up a "credit history" with them to be removed from the "collection list." We think almost two year's history of early payment prior to late assessment should be enough to qualify us to be removed off their collection list. They claim calling us every month and several times a day is "not harrassment." I've been a collector in the past and I know this frankly is HARRASSMENT! Can you help us to resolve this dilemma?

To whom it may concern
Re: 2 issues 1 collection 1 unable to pay account # at&t [protected] 9 and unknown account @ 640 santa barbara st. . Under jacquelynne
In july 2009 I contacted at&t to let them know I was moving from san jose ca. And wanted to keep my email address but was unsure of if and when our new house @ 1026 acaciawood ct. Would be closed so I asked them to put the account on hold. They asked for a forwarding address for the final bill and I used my wife’s work address @.In august we received a new modem from at&t. I called them and as usual after a 48 minute hold I was told that I would not be charged for the modem until my account was set up at my new location.
On 11/7 the house closed and I authorized them to install dsl only as we do not use a home phone.
They came in and installed the internet service and within 2 hours it was down. They sent out a technician a few days later and he said he fixed the problem. Again it stopped working and when I called to say that it was probably the modem I was told that I only had a 90 day warranty and I was stuck with it even though it was never installed until november and I had not ordered it. The technician came out again and finally fixed the problem but it is very slow. On 11/19 I received a bill and went to my normal account online with at&t and paid the bill of $19.95 per month. I did the same in december as well. On 1/23/2010 I received my ebill flag this messageyour at&t paperless bill is ready to view and print saturday, january 23, 2010 2:50 pm from: this sender is domainkeys verified
"at&t account manager"
Then on 1/27 and email with the header at&t: get $6 in bill credits and a last chance at $10k
. When I went to the at&t website it would not allow me to log in. I emailed them for help with no response. I spoke with rose @ at&t who stated she could not help me or take a payment that I would have to talk to tech support. When I spoke with a different rose with tech support she stated I would have to wait for an email response which as of 2/08/2010 I have not received. I have called them repeatedly to no avail so I am still unable to pay my $19.95 bill even though I have emailed them 5 times with no response. If you click on “email us” http://www06. Sbc.com / and http://www.Sbc.com/contact_us are non working url’s also they were kind enough to send me these emails on 12/28 and on 1/25 with the header at&t: get $6 in bill credits and a last chance at $10k, but I am already signed up and getting online bills I just can’t log in.
Now the good part: on 2/08/2010 I received a call from a collection agency phone #:[protected] stating I owed $278 for an account I had not paid the bill on @ 640 santa barbara. After looking up the address I found this house was and is still for sale and I have no idea where they came up with this address. I do not own this house I do not live there and I have never been there. I was threatened today by a collection agent from india and told I owed the bill on the house which I never have even been to. When I talked to at&t they also said they had no record of that but were of course no help what so ever.
At this point I demand this record for the santa barbara address be removed from my credit and I demand that at&t fix all of their errors.
For your convenience a copy of this letter has been forwarded the ftc, fcc, consumer affairs, the public utilities commission and all local bbb and local chamber of commerce.
Refund received, still no credit on the modem and I still cannot view account online so they take autopay of $!9.95 per month for internet. Everything else from them was canceled.

I HAVE HAD AN ISSUE WITH MY COMPUTER SERVICE SINCE [protected]. i HAVE A SERVICE CONTRACT WITH ATT UVERSE. I PAY A FEE EVERY MONTH. WHEN I GOT THE FIRST TECH, CRIS, ON THE PHONE, EXPLAINED THE PROBLEM, GOT TRANSFEREDTO SHEENA, THEN CLAUDE, , EXPLAINED PROBLEM, WAS TOLD THEY WOULD WORK ON MY COMPUTER AND CALL ME IN 15 MINUTES HE THEN OBVIOUSLY TURNED THE PROBLEM OVER TO KAREN. AFTER 1AND 1/2 HOURS, I GOT AN EMAIL MESSAGE THAT "KAREN"(TECH'S NAME) HAD LEFT THE CONVERSATION--NO PHONE CALL--PROBLEM NOT FIXED. AS IT WAS THEN 9:30PM, I WAITED TIL THE NEXT DAY, MY HUSBAND CALLED AGAIN, GOT JASON WHO MANAGED TO FIX THE PROBLEM, FOR 2 HOURS, THEN IT STARTED ALL OVER AGAIN, THEN WE CALLED BACK GOT STEVE, WHO TRIED, THEN SENT US TO RANDALL, THAT GOT THE PROBLEM FIXED. THROUGH ALL OF THESE TECHS, I ASKED EACH ONE TO PUT MY COMPUTER BACK LIKE IT WAS BEFORE THEY WORKED ON IT, WHICH NOT ONE OF THEM HAD THE COURTESY TO DO. WHEN I PURCHASED THIS COMPUTER ABOUT SIX MONTHS AGO, I PAID TO HAVE THE HOME PAGE SET UP AS I WANTED IT WITH ALL THE APPS, CLICK ONS, ETC. TO OPERATE MY HOME BUSINESS. SINCE ATT TECHS HAVE OPERSTED ON MY NEW COMPUTER, I HAVE TOTALLY LOST ONE WEB SITE, LOST ALL BUT ONE, WHICH I FOUND BY ACCIDENT, OF THE APPS. I CALLED ATT AGAIN AND GOT ANOTHER TECH THAT INFORMED ME HE HAD NO IDEA HOW TO RE PLACE MY ITEMS, IN FACT HE COULD HARDLY SPEAK ENGLISH. I AM LEFT WITH A COMPUTER THAT WILL COST ME AGAIN TO HAVE IT SET UP AGAIN WITH MY APPS, AND SITES.

IF YOU ARE LOOKING FOR A NEW INTERNET, PHONE, AND TELEVISION PACKAGE----DO NOT CONSIDER ATT/UVERSE---YOU WILL REGRET IT MORE THAN YOU WILL EVER KNOW. THIS IS ALSO NOT THE FIRST TIME I HAVE HAD PROBLEMS WITH THIS SERVICE---THIS WAS ABOUT THE 6TH OR 7 TH IN AS LITTLE AS THAT MANY MONTHS. AND IT IS SO FAR FROM CHEAP, THIS SERVICE IS OUTRAGEOUSLY PRICED AND IT IS SO NOT WORTH A FRACTION OF THE PRICE PER MONTH. AND IF YOU THINK ANYONE WILL GIVE YOU A WAY TO REACH AN EXECUTIVE TO COMPLAIN TO---FORGET THAT--YOU WILL NOT GET IT!

I just wanted to add my experience with AT&T over here on the West Coast in California. I signed up for their promotional $14.95 for the Pro package (Internet only) and they ended up charging me $40 even after the fourth month. Was told by a CSR that for the first couple months, the full cost had to be charged, but then the credit would be given back on the third bill. It was even stated in their terms and conditions posted online!

"Customers purchasing new AT&T High Speed Internet Direct will pay $14.95 per month for 12 months after application of bill credit. First 2 bill credits will appear on same bill within the first 3 bill cycles"

Called customer support and they said that we didn't sign up for the promotion. Well, that's just funny. Then why did I call up customer service and agree to have the internet activated, after I specifically asked if I am eligible for the promotional rate, which both the website and the CSR said I was!?

Will try calling again to sort this out, but if you have any suggestions on how to go about solving this problem relatively painlessly, please let me know.

On feb 12, 2010 I bought the iphone 3gs and had to put a security deposit of $500 down and was told I would receive it back in 6months. After 6months I called at&t and was told no it takes 9months. Ok fine I waited the 9months and still nothing so I call again and was told no it actually takes a year from when I got the phone. Ok fine I can understand that I called them again just to make sure that it was just gonna take a year and when I called again I was told that no because I had a few suspensions on my acct it takes a year from the last suspension. From all the times that I called not 1 of those incompetent reps had ever told me that. I tried filing a complaint and kept getting the runaround like they always do to their customers. I was given 3 diff corporate addresses and was never provided a corporate number. So now they are saying that I will not receive my refund until june 2011 which is very unacceptable I will fight this to the very end I want my money back no later then feb 2011. At&t is the worst carrier ever I wish I had read about them before I signed up with them. Please people be aware of them they really are the worst they dont care about their customers and the reps do not know anything I am always being told something different everytime I call them.

Been a ATT customer for 8years, wanted to upgrade to Uverse internet from slow DSL and cut off the phone to save a few dollars. Rep says I must keep the phone, quotes a $149 install charge and says I will get Visa "Reward Card" to claim via mail in 4-6 weeks for $149. Login to claim my reward 3 weeks later and it is for $20. Call ATT and rep tells me I was not required to keep phone, she will disconnect at no charge, and corporate will investigate the salesperson and might refund part of install. To find the results I will have to call back in 3-4 days. This is the 6th phone call to resolve same issue. Reps keep transferring me. Warning! Uverse and ATT are seperate entities and they don't "know" each other.

I went online to purchase new phone and since my account is no longer under contract and month to month i only wanted to get a phone that i could get without signing a new 2 year contract. I had 3 phones listed as refurbished that i could get at no cost except for a $18 fee. so i picked one of these phones (samsung). 2 days later i received an email telling me about my new 2 year contract. i called to tell them i purchased a phone that didnt have a 2-year agreement and they said sorry we cant help you. just send the phone back and we will put account back the way it was. I want them to keep there deal. there were alot of phones i could buy or get for free that were listed as not requiring a new 2-year agreement and this was one of them. it didnt say anywhere that this carried a new 2 year agreement. and i was never notified of this until 2 days later by email. I tried to compromise with them even though they are the ones at fault but angela L the excalation supervisor and her supervisor rebecca S said they couldnt do anything as they dont have a way to see what the prices were or any of the information except what is in the computer now. no access to theit own system called (premier accounts. they both told me "no one can get a phone without a 2 year contract being added" so we went online together and there were all kinds of phones i could still get that didnt require a 2 year agreement even though my account now says i have a new 2 year agreeement. on thursday the 26th when i purchased the phone the prices were lower as they were having a sale and i was a month to month customer in good standing for over 4 years so i had special pricing and even free phones. the compromise i suggested was instead of a 2 year agreement give me a 14 month agreement which would make both my phones end at the same month. they said they are unable to make anychanges to any acounts or contracts and that all i could do is return the phone.

My husband spoke with rashica of at&t on saturday morning november 20, 2010 because at&t dsl service had allowed the thinkpoint virus to infect our computer. We were referred to a subsidiary of at&t called at&t connectech. He spoke with the sales lady kathy. She said that at&t connectechat could remove the virus thinkpoint from our computer for $129 as a one time charge.

Alternatively, rashica suggested that I subscribe to at&t connectech for a year for a cost of $180 and at&t connectech would not only then remove the virus thinkpoint from our computer, but also provide expert tech support for the next 12 months. The $180 yearly cost would be paid in monthly service charges to the phone bill of [protected] ($15 per month for 12 months). As part of the subscription, we would receive continued expert tech support for one year for such items as removal of future virus infections, pc tune-ups and advice. We subscribed for the yearly plan expecting at&t to give us such expert advice and service

What we received from at&t connectech was poor advice, discourteous service and some advice that was totally inappropriate, worthless and a waste of money, time and electricity.

Continuing with our tale of misery: after subscribing, the sales representative tried to transfer our call to at&t connectech, but instead disconnected the call. On calling back, my husband had to go through the screening process all over again except for the subscription sign up. Eventually, my husband was able to talk with the tech support person eric montee. Mr. Montee came on the phone to say he would remove the virus. He tried to remove the thinkpoint virus sent to my computer by the at&t dsl service. Apparently he has some difficulty as he was joined by steven telford. The two of them accomplished some sort of a temporary fix, but did not remove the virus as it reinstalled itself when the computer was turned on the next day.

As soon as the computer was running and lit up the screen on sunday, november 21, 2010, the entire screen was covered with thinkpoint's label. The desktop was covered entirely. Immediately in disgust, at&t connectech was called by us at about 6 pm. The at&t connectech person answering the phone said he would transfer the call to a technician and that the computer should be left on.

The transfer took place and our call was put on hold for over an hour, at which point, we left a voice message to be called back. No one did. At&t connectech closed hours later without any courtesy being shown. The computer was turned off.

The next morning monday nov 22, my husband called at&t connectech about 9:30. Again he was put on hold for quite some time. The at&t connectech who tried to help did not. He could not remove the thinkpoint's label from covering 90 percent of the screen. He opened task manager, but did not stop any processes from running. He was told that mssrs. Telford and montee had stopped one or more, and that one of them was probably "hotfix".

Rather he loaded web pages to the screen, which of course was 90% covered by the thinkpoint's label. After being unable to work the computer remotely since the permissions required were covered by thinkpoint's label, he told me that microsoft vista had to be reinstalled and that our my personal files should be backed up to a thumb drive. The advice was absurd for two reasons:

Thumb drives do not come that large

The back up would have the thinkpoint virus even if a external hard drive was used.

The technician in charge of service at the compusa store (14951 s. Dixie hwy, miami fl 33176; [protected]) luckily prevented us from following the back up plan. If my husband had followed at&t connectech's advice of back up and reinstall, we would have wasted money, time and possibly ruined files. On top of that the virus would still be in the computer.

Compusa fixed the computer at a cost of $119.99. Attached is the receipt. Attached is the bill and payment. I called at&t connectech billing this morning and spoke with a woman who said that she understood the problems and would cancel the contract, but that we would still have to pay the first month's installment of $15. She was polite and quite good at her job. But when my husband insisted that the first month's payment had to be canceled as well, she said that only a billing supervisor could do so. We were then transferred to billing supervisor waldo (Employee id number ww8910). He said the woman we spoke with had no authority to cancel the contract. He also said that at&t connectech would not cancel the billing. He said that incompetency on the part of his technicians was not a sufficient reason.

If what he said about the first billing representative's lack of authority is true, we suspect that the first $15 payment she mentioned as being necessary to cancel the contract was just a con game being perpetrated by the at&t connectech billing supervisors including waldo. At&t needs to investigate our suspicions.

The first step to resolve this problem is for at&t not to bill me for at&t connectech. Next at&t ought to launch an investigation into at&t connectech carelessly or knowingly providing incompetent tech services and the suspected fraud of having its billing representative say the installment contract would canceled if one installment was paid. We suspect that the intent was to have us affirm the contract by making the first payment. Such a practice constitutes wire fraud. Even if at&t did not know, it should have known.

Date: Tue, Nov 23, 2010 at 11:38 AM
Subject: AT&T ConnecTech and 305-xxx-xxxx
To: [protected]@att.com

Telephone Account number 305-xxx=xxxx (AT&T home landline and DSL service)
Account holder & her husband
Address of phone and account holder 10424 SW 115 CT, Miami, FL 33176
Problem: Incompetent service rendered by AT&T ConnecTech Support plus subscription with ETF and possible wire fraud

Gentlemen:

My husband spoke with Rashica of AT&T on Saturday morning November 20, 2010 because AT&T DSL service had allowed the THINKPOINT virus to infect our computer. We were referred to a subsidiary of AT&T called AT&T ConnecTech. He spoke with the sales lady Kathy. She said that AT&T ConnecTechat could remove the virus THINKPOINT from our computer for $129 as a one time charge.
Alternatively, Rashica suggested that I subscribe to AT&T ConnecTech for a year for a cost of $180 and AT&T ConnecTech would not only then remove the virus THINKPOINT from our computer, but also provide expert tech support for the next 12 months. The $180 yearly cost would be paid in monthly service charges to the phone bill of [protected] ($15 per month for 12 months). As part of the subscription, we would receive continued expert tech support for one year for such items as removal of future virus infections, PC tune-ups and advice. We subscribed for the yearly plan expecting AT&T to give us such expert advice and service

What we received from AT&T ConnecTech was poor advice, discourteous service and some advice that was totally inappropriate, worthless and a waste of money, time and electricity.

Continuing with our tale of misery: After subscribing, the sales representative tried to transfer our call to AT&T ConnecTech, but instead disconnected the call. On calling back, my husband had to go through the screening process all over again except for the subscription sign up. Eventually, my husband was able to talk with the tech support person Eric Montee. Mr. Montee came on the phone to say he would remove the virus. He tried to remove the THINKPOINT virus sent to my computer by the AT&T DSL service. Apparently he has some difficulty as he was joined by Steven Telford. The two of them accomplished some sort of a temporary fix, but did not remove the virus as it reinstalled itself when the computer was turned on the next day.

As soon as the computer was running and lit up the screen on Sunday, November 21, 2010, the entire screen was covered with THINKPOINT's label. The desktop was covered entirely. Immediately in disgust, AT&T ConnecTech was called by us at about 6 pm. The AT&T ConnecTech person answering the phone said he would transfer the call to a technician and that the computer should be left on.
The transfer took place and our call was put on hold for over an hour, at which point, we left a voice message to be called back. No one did. AT&T ConnecTech closed hours later without any courtesy being shown. The computer was turned off.
The next morning Monday Nov 22, my husband called AT&T ConnecTech about 9:30. Again he was put on hold for quite some time. The AT&T ConnecTech who tried to help did not. He could not remove the THINKPOINT's label from covering 90 percent of the screen. He opened task manager, but did not stop any processes from running. He was told that Mssrs. Telford and Montee had stopped one or more, and that one of them was probably "hotfix".
Rather he loaded web pages to the screen, which of course was 90% covered by the THINKPOINT's label. After being unable to work the computer remotely since the permissions required were covered by THINKPOINT's label, he told me that Microsoft Vista had to be reinstalled and that our my personal files should be backed up to a thumb drive. The advice was absurd for two reasons:

Thumb drives do not come that large
The back up would have the THINKPOINT virus even if a external hard drive was used.

The technician in charge of service at the CompUSA store (14951 S. Dixie HWY, Miami FL 33176; [protected]) luckily prevented us from following the back up plan. If my husband had followed AT&T ConnecTech's advice of back up and reinstall, we would have wasted money, time and possibly ruined files. On top of that the virus would still be in the computer.

CompUSA fixed the computer at a cost of $119.99. Attached is the receipt. Attached is the bill and payment. I called AT&T ConnecTech billing this morning and spoke with a woman who said that she understood the problems and would cancel the contract, but that we would still have to pay the first month's installment of $15. She was polite and quite good at her job. But when my husband insisted that the first month's payment had to be canceled as well, she said that only a billing supervisor could do so. We were then transferred to billing supervisor Waldo (employee id number ww8910). He said the woman we spoke with had no authority to cancel the contract. He also said that AT&T ConnecTech would not cancel the billing. He said that incompetency on the part of his technicians was not a sufficient reason.
If what he said about the first billing representative's lack of authority is true, we suspect that the first $15 payment she mentioned as being necessary to cancel the contract was just a con game being perpetrated by the AT&T ConnecTech billing supervisors including Waldo. AT&T needs to investigate our suspicions.

The first step to resolve this problem is for AT&T not to bill me for AT&T ConnecTech. Next AT&T ought to launch an investigation into AT&T ConnecTech carelessly or knowingly providing incompetent tech services and the suspected fraud of having its billing representative say the installment contract would canceled if one installment was paid. We suspect that the intent was to have us affirm the contract by making the first payment. Such a practice constitutes wire fraud. Even if AT&T did not know, it should have known.

Please acknowledge receipt of this email. Call or email at your earliest convenience, and in the meantime keep all AT&T ConnecTech charges off our bill.

Sincerely,

Computer stops working and I cannot get back online..I do the usual unplugging rebooting etc. finally I call tech support. Because the ethernet does not light up he says I need a new yellow cord...and there is an outage in San Diego...I notice when I plug the power into the modem it sparks both when I plug it in and remove it as he instructs me. This worries me. I'm thinking maybe the modem is bad. Just what I need a fire! He looks up the closest At&t store and tells me to go there and get a new yellow cord...I ask if they can check to see if my modem is working...he says yes they can...So I pack up my laptop, modem, service dog, and wheelchair and catch the trolley to the AT&T store. I get there and am told that they can swap it outsince I made the trip and they can't check it out. The girl goes to the back and comes out and says they don't have one they can swap out and a new one will be about $100.00...I don't have that...so I leave ...back on the trolley off at Cricket to buy their wireless modem...but my computer won't accept the download and I have to got to Bum F---- Egypt to their corporate store in a lousey area to get that done...so I go home and like the fool that I am I replug in everthing one more time so I can crab at it and everything works.
J____ F____C_____ what is the world coming to and I never swore until I had to listen to our youth under my window day after day ...god help me! and At&T can go to hell...oh and this was an English speakin g guy at tech support so we can't blame india!
Now I need to go and answer the survey he asked me to fill out about his service. I can't wait. I do have to say the ### was polite!
Hey thanks for listening!

I failed to receive my $100 reward Visa Gift Card. AT&T told me to wait 30 days before claiming my reward. I did. It said wait up to 8 weeks for reward. I did. It never showed. I called their reward center. They said it came back undelieverable. They said they put it back and wait another 8 weeks. Never showed. Called rewardcenter again. They said wait another 8 weeks. Never showed. Called again. They said wait another 8 weeks. I feel like its ground hog day movie. After this 8 weeks is up i will call them and they will say the same thing. I think my lesson here is don't trust AT&T rebates. After looking at some of the complaints here about AT&T i will make this my next stop before getting sucked into another deal with a rebate. I hope at least one person will saved from AT&T Reward Center rebate scam.

I was offered, and accepted, AT&T internet service for $19.95 month for a year along with the U-verse service at a $25 discount for first six months. First bill had internet at $40 and no $25 discount for U-verse service. I called, AT&T rep said they can apply the $25 credit, but do not offer a $19.95 rate for internet. After reminding her that all calls are supposedly recorded and that I can assure her I was offered that rate, she put my on hold, came back and said agreed that i was offered the rate and that they will honor it. The bill comes in for the 2nd month. No $25 discount for U-verse, internet billed at $40. I call, go through the entire process again, only am told there is nothing they can do about the internet because they do not offer that rate. I tell them I want to cancel my service and am told that even though they do not have to honor the rate promised (she agreed it was in the record I was offered that rate), I have to honor my one year contract. Through MUCH hell raising, they have finally agreed to give me the internet at $25 a month...but I will be canceling as soon as contract is over. And will be vocal about telling others to STAY AWAY FROM ATT U-VERSE!

I called about at&t u verse and was given a price of $68 - I called within 48 hrs to install and the service was then quoted $38 more-switch & bait practice. I finally go it down with much haggling to 98 dollars. Then when the installation guy came he said I couldn't have it and they were all wrong office with the installation price, I had to more fighting with marketing team. They have no communication or doucmentation what one said and then the other. The installer couldn't care less and I had a alarm system and they didn't tell me I need a regular phone line. I called within 24 hrs and needless to say I waited almost a month with alot of screaming.
I got the bill two weeks ago and it was outrageous 356 for month so again fighting with them. I left comcast for the poor customer service but I would go back in a heart beat because at&t u verse bills for every little thing and couldn;t care less about the customer.
I do have to say at&t cellular phone service is excellent but this u-verse is a nightmare—people don't get uverse, stay with comcast until u verse gets it together marketing switch & bait... Horrible joan chapkanov

I call in about ongoing complaint with dvr and internet problems then wake up and cable internet are all down for the count. So I call in and they leave me on hold then when I talk to someone there telling me to do steps I have previously done. So when I ask for a technician they can't gaurantee anything but tells me anywhere from 24 to 72 hours if lucky I said is this what I pay for and the lady says I pay for the service not support. Uverse is the worst company I have ever dealt with