AT&T
reviews and complaints

There were 19 disconnects from the Internet starting at 9:30 PM on
Saturday August 22, 2009 to 12:01 AM on Sunday August 23, 2009. There was NOTHING posted on the AT&T web site for maintenance.
The one error message read " Error 676: The phone line is busy
connecting through WAN miniport PPPOE." The rest of the time ATT.net just quit responding and went to an automatic reconnect and repeated this cycle through out the night.
It took close to three hours to view a 1 hour 36 minute 04 second movie.
I have NEVER had this many disconnects when I was using Cavalier of Verizon for my DSL service.
I could leave my computer on and just start surfing; this is not true with this service. I am logging the ‘disconnects’ from the Internet with AT&Tand find that I am experiencing an average of SEVEN disconnects while using the DSL service on a daily basis. The more I use it the more disconnects.
This is UNACCEPTABLE. When I am on the Internet, I need to stay connected. I perform a lot of downloading and movie viewing
I would like to know why so many ‘disconnects’ from the Internet, why I see hour glass so often, and progress bar is running slow. I did NOT have these issues with Cavalier or Verizon for the same system.
NINETEEN disconnects is just UNACCEPTABLE.
I sent an email, through Outlook Express, and it was propmptly returned to me reading to log the service issue on the 'my member services' on the web site! GREAT IDEA! Why not log a complaint on the web site when the issue is staying connected to the Internet.
I finally sent in the issue, through the web services, along with the amount of disconnects and the Network diaganotics and then I when emailed back to call customer serivce when this happened again.
Well of course it happened again. I telephoned customer service and naturally got a call center where English is not the primary langauge. Why does the voice prompt say 'For assistance in English please press one?' The telephone agent was of no use! I am a help desk technician. Of course I knew to power cycle BEFORE I telephoned a call center. I only wanted a different server to use to connect and stay connected to the Internet. He did not understand that premise. You know! The basic one of routing to the Internet with a different IP adress.
The Internet is quite important in my house hold. Paying a higher price for services rendered is a SMALL price to pay! I'm going back to Verizon.

My daughter obtained a Palm Centro phone with an updated contract I signed (5-phone family plan) in June 08, just as AT&T was taking over Cellular One. I had received good service thru Cell One, & their family plans were a bit cheaper than other companies. I was in the store for 2 1/2 hours, patiently waiting while the beleagered staff tried to navigate the impossible computer system changes. Then, some guy from the home office took credit for the 5-phone sign-up, leaving the local sales people with zero credit for their time...
The phone was problematic from the start...much as I read other Palm Centros have been.

At month 11, my daughter decided to take matters into her own hands and call the company about her phone. She was instructed to mail the phone back & a new one would be issued. She had a new phone before I even knew what happened. Shortly thereafter, Julie's old phone arrived...with an arrow sticker pointing to a tiny crack in the plastic housing on the corner. It came with a bill for $250, citing "abuse". Due to the exhorbitant fee, I returned the replacement phone asap via UPS & requested that the company not charge me. I then purchased a new phone for her for about $100 online.

Two weeks later, while on vacation, our phones stopped operating properly. I called AT&T & was told that I must pay the $250 charge for the Palm Centro to keep my service intact. I explained the return of the replacement phone, & the gentleman on the line advised me that it takes 2-3 weeks after the warehouse receipt of the phone to have it credited to the bill. I had sent the phone 7/10, it arrived 7/14, this was about 7/28. I agreed to pay by phone with the understanding that I would then have a credit by the next bill (my bill averages $220).

Long story short, I have never received a credit, have emailed several times, spoken by phone several times, and have been told that: 1. They do not charge for the replacement phone, they charge for the damage to the original phone (which would never have been returned to the company...it was my property). 2. Although I never authorized the sending of the replacement phone, my daughter had enough of my information to make the transaction on her own (she never signed a contract or had her name on anything). I inquired whether it would have mattered if she were an 8-year-old(?) 3. The company now denies that the replacement phone was ever received at the warehouse (thank goodness for UPS Tracking).

Do yourself a favor...DO NOT SIGN UP FOR AT&T CELL SERVICE.

I recently spoke with an att customer service agent RE upgrading my internet service and local long distance residential home phone to the att U-Verse.

I was offered (att) free installation for cable internet and home phone as we used Comcast for digital cable.

I was told we would receive a lot more digital channels on all of our tvs instead of the Comcast package that we get the digital on demand on the main tv and the rest would get limited channels and not the on demand feature.

I thought what a great deal for all three services in one less expensive bill with free installation.

Upon the completion of the set up and appt for this installation I was informed I would receive for my recent upgrade and change a cash back reward (visa gift card ) as another thank you for being a att customer.

I was told I would receive 250.00 cash back Visa card and would expect to receive a flyer in the mail for this gift offer.

I just received the flyer in the mail and having a terrible time trying to access the site (getmyrewards.att.com)

Finally after going in to so many websites complaining about the att offer, I now know I too am very disappointed with att and their fraudulent offer.

When I first called att to install the internet high speed through DSL (which I still have to return to att and pay for the shipping and handling costs to return since I upgraded) I was also told about the rewards gift for getting high speed internet installed and told the reward would be 250.00 gift card and they would send the information by mail so look out for it and make sure to log in and register to claim this gift.

Well somehow I was able to actually find this website but the offer that I qualified for was for only a 50.00 Visa gift card 200.00 less than the rep. had told me.

Is this common practice to lie to the consumer to sell a product/service?

I would think with all the complaints (I see many more complaints) we would be able to do something about this and file formally.

Thank you for your time and please let me know if we can resolve this issue?

Summer Wion
[protected]@att.net

Rules to the at&t wireless consumer*

1. Dont call in to customer service yelling!
2. Always check you rollover balance!
3. Look at the bill before you cal in assuming you have been over charged!
4. Dont kill the messanger!
5. Dont lie! Things happen, we really do understand. We and consumers also.
6. Dont claim you shold have a wireless phone insurance. (If you didnt ask for it and you havene been paying for it then you dont have it. This goes back to rule 5 because if there was something on the bill you were paying for and you really didnt ask for it you would hacw called in to have it removed asap!
7. Asking to talk to a manager is ok. Reps are not threatened by that.
8. Accept responsibility for you own actions!
9. Stop under estimating your children. Thgey kow more about cell phone than you do!
10. Pay you bill on time and when you dont expect a $5 late fee (Most states) and its past due 10 days or more expect to be disconnected and expect the $36 reconnection fee!

THE ATT NETWORK IN IOWA CITY, IA IS EXTREMELY UNRELIABLE. DO NOT SIGN UP FOR NEW SERVICE WITH THIS COMPANY AS YOU WILL BE EXTREMELY DISAPPOINTED. BOTH THIER NETWORK AS WELL AS LOCAL REPRESENTATION ARE UNSATISFACTORY. THE NETWORK SIGNAL IS CONSTANTLY LOST, SOS MODE IS CONSTANTLY KEEPING YOU FROM MAKING/RECEIVING CALLS, PLUS THEY'VE BEEN PROMISING 3G IN THIS AREA FOR YEARS AND KEEP DOING SO TIME AND TIME AGAIN WITH OUT DELIVERING.

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! :-)

As with other (previous) complaints, the website does NOT exist. I attempted to go there to redeem my reward and was rewarded with the following:
"DNS error occurred. Server cannot be found. The link may be broken."
And I'm supposed to "Hurry!" and "must redeem by: 09/16/2009"?!? What a great way to thank me "for being a loyal AT&T customer." More like a joke or would that be fraud?
Has anyone called the [protected] number that was in the fine/tiny print on the flyer?

Despite having both an Equipment Maintenance Plan ($6.00 per month) and an Inside Wire Protectin Plan ($7.50 per month) I discovered an $80.00 charge for a service call regarding a modem I have from AT&T.
Upon inquiring at AT&T I was told that the plan in fact does cover the charge and that the DSL service department does not have visibility to the fact that I have the coverage so whenever they send a technician on a service call it automatically appears on your bill and you have to contact them to get a credit.
How many people jhust pay the bill?

I as a manager of Plumbing company received a call from sales manager from At&t about advertising in the online site of the pages. In the negotiations participated another manager from my company and me. The main reason for us to agree to the contract was that the sales manager Ren Johnson 10 times confirmed that we will stay on first page for one year, for the money we pay every month without additional change. Not on the first places but on first page. She promised she is sending package with papers where this is stated. After one week i received a call from another agent offering me to pay 3x more to At&t every month in order to stay on first page. Then i figured out we have been cheated by a crime syndicate. We discussed the problem and that the main reason for us to agree to the contract doesn't exist, which makes it invalid. We offered to them to cancel it or we will go to court. The answer we received was that we can't cancel for one year. Be aware of this racketeering scheme . After a month bill came but no papers. We are on second page and do not get any calls at all. They deserve taking them to court an sue them for the lies they sold me. For their racket business practices. And for racial discrimination.(Due to my accent they thought i don't understand what i am doing.)

I submitted a rebate form to the ATT Reward Center on 4/4/09 after upgrading my internet to high speed internet. This was supposed to give me a check for $79.99 to offset the purchase of a modem that I got at the ATT store. I filled out all the forms including the serial number of the modem and mailed it in promptly. It said I'd receive a check in 4-6 weeks. A month went by and I called in to check. They said they got my form but it was missing the serial number. The rep said to just read it to him and he'll re-enter it. I did so. The check he said would be in my mailbox in a week. Another month went by. I called again. They said they need me to fax the serial number in to them on a piece of paper. Even though this is the THIRD time I've given them this info, I fax it in along with a copy of the orginial serial number on the box. They said they got it and the check will be there in a week or so. Another month goes by. I call again. They apologize. They said they said it's still processing. Another month goes by. Now it's almost FIVE months since I submitted it.

This is a scam. I think they have no intention of paying and just hope consumers will give up . Don't get taken by any of their rebate offers. It's not worth it.

This last July, a friend told me about very inexpensive [$10.00/month] DSL Internet service through ATT, with whom I already had a land-line phone account at my apartment. I went to their website, where I located the offer, and entered my info, and I qualified for their " online only" deal which stated that I would need to purchase their Netgear router/modem, and install it myself. [$79.99], and pay for the UPS shipping charges.[$12.99], but that the modem cost was guaranteed to be 1oo percent rebatable, and yes, it was only $10.00 a month.
One of the first downsides to the deal was that I had to wait roughly two weeks for the modem to arrive; but I reasoned that the low cost was the tradeoff.
In about 7 days I received a 'Order Confirmation' letter in the mail. Right away, there was a problem; the letter stated that the Internet Sevice would be charged at $34.95 a month. No, no, I called Customer Service, who told me "Oh, just ignore that; you will get the $10.00 per month deal because you ordered the service online."
On the day the equipment was due to arrive, the afternoon passed without a UPS delivery, so I called them in order to obtain a tracking number. [I regularly receive shipments at my address from both UPS and FedEX]
That's when I'm told that ATT had left my apartment number off of the package ship-to info, therefore it was undeliverable. But UPS offerred to hold the package, where I could retrieve it with the proper ID.[Opeb till 8 pm]
OK, so I drove over to the UPS facility that evening, an 8 mile round trip. I hooked it up, and at about 11PM discovered that the modem was not receiving a signal.
The next morning I called Customer Service to troubleshoot the connection.
I explained the delivery problem, and the Customer Service guy says" Wait a minute; being that your Apartment number was omitted, that alters the signal; you can keep that modem, but we need to cancel that order, and re-issue a new order with the correct apartment number. "Are you ready? An 'activation signal date' TWO WEEKS down the road!
These events replayed over again during the ensuing 15 days; another 'Confirmation Order' with the wrong monthly[higher] rate, confused telephone support staff, and delay after delay to receive service.
Now, 2 months later, I was informed that a Rebate Application form was mailed to me [I have not received anything]...and the final last straw?
A supervisor informed me today that "Internet orders are not eligible for the $79.99
Rebate!"
All in all, I was lied to, misdirected, treated to ineffectual, poor customer service, and repeatedly given the wrong information.
Maybe those $10. deals prevent ATT from providing training to competent customer service people...I'd better send them a little extra...

When at&t absorbed bellsouth, i said, uh - oh. When i saw that at&t email was now powered by yahoo, i said, uh - oh. And sure enough. . . Since last week, about the time i got an email from at&t announcing big improvements, i learned that one of my very important contacts was having trouble emailing me, that her messages to me were being bounced back. Over the years, i've had trouble periodically with contacts who used yahoo, and i myself would not use it. Well, now i seem to be using it - - and it sucks. Meanwhile, trying to contact at&t with my complaint is an exercise in futility.

I previously had Comcast cable service and when I received a letter from Comcast regarding an increase in price for its services, I started to look at the competition. I chose AT&T because a brochure discussed U-Verse, the channels that were available, and the "rewards" that were available for choosing different levels of service.

I decided to check out their offerings online and while online there was an opportunity to chat with someone from AT&T. I discussed the changes I was thinking about (U-Verse, internet, and telephone) and she told me because I was choosing a certain level of U-Verse service (the 200 package) the most she could offer was a $100 reward. I told her based on that, I would just stay with Comcast. She then answered back (again in the chat) that she would offer an additional $100 through her department if I chose to switch to AT&T at that time. I agreed and asked if the total reward would then be $200. She said yes so I changed services to AT&T at that point. I was told that I would receive the rewards in the mail within 4-6 weeks.

About 6 weeks later I get a reward slip that I need to login to the AT&T Rewards Center to cash in. Well, the reward was only for $50. So I called AT&T and explained the situation to them and oh by the way I saved the chat with Sally when I signed up with their services where she said I would be receiving $200. They said they would have to look into it and would give me a call. They said that my service was installed on July 30, 2009 and since I've only had the service for a couple of weeks, I did not yet qualify. I told them that my service was actually installed June 13, 2009 and I could provide the backup to show that date if need be. They said that they would look into it and give me a call. Well, they didn't call but they sent a postcard saying I was ineligible for the reward. So I called again and was told that they would look into it and that I should receive a phone call back. This time they left a message on my phone saying I was ineligible. The problem is that neither time did they explain why I was ineligible and when I spoke to a customer service representative, they could not tell me why I was ineligible.

So, I called one more time and was told that they would process 2 separate $100 payments because one employee could not process both. Gheeez. Two days ago I get another message on my phone saying that I am ineligible for the rewards. The only thing is AT&T has never told me why. When I call they just tell me that they have to have an "investigation" to look into it. Hmmmm. I changed my internet, cable, and home phone over to new AT&T services and I did everything the original customer service person asked so that I would be eligible for the rewards.

I feel duped and am completely disgusted with the lack of customer service and the flat out lying by the AT&T representatives that entice you to switch to their service and then do not follow through on their promises. Again, I've saved the chat and I suppose I should send that to the CEO to see if that gets me anywhere.

AT&T customer service simply will not resolve issues. They pass you from one rep to another in an effort to frustrate you into abandoning you effort to recover overcharges. I have spent over 4 hours each time I call being passed from department to department without finding a single individual within AT&T who can actually resolve an issue.

It is my belief that their corporate strategy is to maintain income flow by any means necessary. Customers are just revenue streams.

My account number is [protected] and it has been brought to my attention that at&t has sent me to your department for collections. I do not feel that I am responsible to pay this bill twice. I had closed out my bundle package with at&t some time ago at that time at&t sent a forward bill to each company IE dish net work, at&t cell phone center enter net company ETC. I was then billed for each service separately through the private companies. I am now being doubled billed by at&t for said services. This is an unfair billing practice and illegal.

Thank You For Your Time.
Christine Bias.

I recieved a check for 2800 and I took it to my lawyer and bank and it was for sure a fake. I letter do look real though.

they suckered my girlfriend into delivering att phonebooks in the local area, promising wage, milage, and a bonus for correct delivery. the results were a job that one person couldnt do alone, so 2 people, getting paid $1.47 per hour. the milage racked up in in a 1993 ford explorer was 115 miles, because the supplied map was incorrect, at $2.64 per gallon and according to their computer, thats $14.75... not by my calculator. that leaves $71 for labor and bonus. the job took 4 days of 6 hours each day making a grand total of $ 1.47 per hour counting the bonus. with the loss of $36 on the fuel. no matter how you cut it thats A RIP OFF.

I called Cingular to change my monthly billing from the $59.00 to the $39.00 plan since I never use all my minutes and had over 1200 rollover minutes stored up. I was informed that I would lose all but 400 of my rollover minutes because of a new rule that went into effect October, 2009. I was planning to have the rollover minutes augment my new $39.00 plan. I was told by the sales person at Cingular when I signed up for their service that I could change to a lower monthly rate after I had saved enough rollover minutes. This is clearly a case of false advertising and the new rules should apply to customers who sign on after the new rules take affect and not to those who signed on prior to these new rules. How can we take these criminals to task? Why can these companies to get away with this type of fraud. Something concrete should be done about this or else there will be many like me joining the list.

In late October, I ordered AT&T internet service; 3 days later after ordering the service on the internet, I cancelled my order. I received a better deal with Comcast, plus, I remembered how displeased I was with their service when I lived in Memphis, TN. About 2 weeks later I received a call from a technician who told me he was on his way to set up my phone line. I told him not to come because I cancelled that order/service/account in October, which they failed. He then apologized and told he would not come since I cancelled. About a month later I received two bills from AT&T. This confused me because I cancelled before ever receiving anything. I had Comcast. I called customer service explaining to them that I cancelled before my package was even mailed off. They apologized and told me they would cancel the accounts. This is when I asked them “How did I get two accounts in my name?” They continued to apologize and told me not to worry about anything, I owed nothing, there was NO usage on my accounts, and that they would cancel them both. Well, only one account got cancel and the other did not.
They have been charging me ever since for a service I have NEVER had. Every time I have called AT&T concerning this issue, I have been told that the accounts would be closed and I would no longer be charged. I kept receiving bills every month from AT&T on those two accounts, and every time I would receive the bills, I would repeat the process of calling customer service and the cancellations department to address this issue, only to be told the same thing, stated above: “The accounts will be closed and I would no longer be charged.” This issue is, in my opinion, negligence on AT&T’s behalf and I should not be dealing with this issue, especially after being told by the customer service department that they have seen NO sign of usage whatsoever. I have the term of my Comcast contract showing that I have always had Comcast during my stay in Atlanta, GA and the notes in my “supposed” AT&T account should show the dates and times that I have called about this issue and their response. I pray that this issue can be resolved in a professional manner.