AT&T
reviews and complaints

This company has not been very fair with me as a customer I ask to add new service to my existence and just because I set up a payment on a week later they are not able to help me with this matter although I have been a customer for several years it seems like AT&T does not care about their customers I have both cell phone with four lines and TV internet. I needed to upgrade and I was told is not possible so all these years and all this money I have given to them it means nothing First chance I get I will choose a different carrier that isn't fortunate
George

Our family has had an ATT Internet account for several years, it was set up by my
husband, no one else had the passcodes, etc or knew how to access the account.
He passed away and when i went to sell the house in Feb of 2018, they would not
accept my cancellation because I did not know any of the passcodes. Its now July 2018 and they are still charging my credit card and refuse to give me credit.

Horrible experiences all around, i will now have to cancel my credit card in order to stop them from billing me.

I've had a few different technicians come out to my house to fix the wiring outside and not only have they came to my house without my permission but they didn't call either ahead of time to let me know they were coming, they also didn't clean up their mess after they were done rewiring. My front yard looks an absolute mess! It's horrible, I'm absolutely disgusted with this.

On July 3, 2018, an att uverse serviceman came to install my internet/dvr system and informed me that it would be two weeks before a dvr unit would be available as they were on backorder. It is now july 18, and I have yet to receive my dvr, nor have I been called with an explanation of the delay. I called support today, and was told someone would be out today...no one came...no one called. I called support again, and am now told the dvrs are not available. Pitiful! No one at att knows when they will be available. Now that att owns DirecTV, I wonder if their service will also deteriorate!.

Yesterday I called direct TV and spoke with them about a Direct TV/ATT Uverse internet bundle. I decided on which bundle I wanted. The representative ran my credit & I was approved and all was great. We set up an installation date (for today). I was very happy because it was a simple process. Then she said ok now we need to do the same process again for ATT. I was feeling annoyed bc to my knowledge direct TV and Att have merged. But whatever--seems I had no choice. Went thru all the steps and suddenly the lady says well I'm not sure what's wrong but ATT cant verify your identity. Long story short I was on the phone with different people from ATT and direct TV for the next 4 hours trying to resolve this. And nothing got resolved. A company as huge as att can't verify my identity? And then has me on the phone for 4 hours and still cannot resolve this problem. So now I'm still getting direct TV but if there is no solution to this by the time they come to do the install I'm just going to cancel everything. I understand computer have glitches but if direct TV can approve me why on Earth do I have to go thru the same process with ATT and THEY CANT FIND ME. Any help on this would be greatly appreciated...

My name is Robert Hebert. My cell is [protected] and my email is [protected]@outlook.com.

On June 28th we had Uverse reinstalled due to poor performance by DirectTV. After the tech had removed all the DirectTV equipment, he tell us that he has no DVRs and we should get one the next week (Lie # 1) and he would be the one to install it. (Lie # 2) When we did not, I started calling him. He finally called me on July 9th and told me that his supervisor would install one that day. The supervisor never came and never called. (Lie # 3)

I made several calls (overseas reps) and was told that we could not get a DVR until July 21st. Supposedly, we had a service order outstanding to bury a cable that was holding things up. That cable has been buried for months! ATT email:
Upcoming Installations
AT&T Services
Saturday, July 21, 2018
Your technician will arrive
between 1:00pm and 3:00pm.

When I complained about the delay, I finally got a "supervisor" and was told that he "over rode" the July 21st installation and we would have one installed July 10th. ATT email: Upcoming Installations
AT&T Services
Tuesday, July 10, 2018
Your technician will arrive
between 1:00pm and 3:00pm.
They never came (Surprise! Surprise!) and we were never called. (Lie # 4)

I cannot get a straight answer from anyone and still do not know (for sure) if the DVR is even planned/ordered for our home. I need to know when we will get the DVR or my next complaint will be with the FCC as I had to do with the DirectTV service.

I became an ATT U-verse for the very first time 3/30/18 I was told if I bundled my services I would be discounted as well as get $400 in Visa cards also HBO Showtime and stars for three months free. I did receive the visa gift cards I never did receive the three months free of premium channels due to installation being installed improperly and I we were not being able to get services properly through fiber . 47 days later May 5, 2018 they figure out the reason we are not getting services is because the fiber optics was never connected and they agree to credit my bill retroactive back to the date of install. On May 8, 2018 I was finally capable of getting the services that I had ordered, 5 days later my services were interrupted! I contacted AT&T U-verse 27 times due to multiple holes being disconnected or them acting like they could not hear me. Finally I was connected to the rudest unprofessional customer service rep I have been countered and all of my life who intentionally canceled my services! My mother whom I take care of is disabled and on 24 hours of oxygen, was forced to be left home alone while I went to work and she had absolutely no ability to call for help due to them cutting our phone line when canceling our services. I contacted AT&T again informing them of what happened at which point 13 phone calls later my services were up and running. My bill is not due until June 21, 2018 which I paid, my next bill wasn't due until July 21 of 2018 on July 12 of 2018 AT&T disconnected my service yet again & claimed it was due to nonpayment of a past due Mobility bill for $268 plus $491 from April? I had absolutely no idea what the mobility bill was about and was transferred to that department at which time I found out that when the gentleman who installed me and Michelle Wie came to my home another gentleman who followed behind him claim to be my in-home expert that gentleman took it upon himself to add a mobility line to my account without my knowledge or consent, leaving me to have to dispute an account I never authorized. after 52 phone calls to AT&T from July 12 of 2018 till July 16 of 2018 they finally figured out that my bill indeed was never behind and that they don't even understand how I was charged $491 for 30 days of service when the service wasn't active or working properly and finally had to reinstall my services again or I would be forced to pay a $350 early termination fee! I am bringing this to the attention of the FCC which is the Federal Communications Commission here in the state of Florida as well as the Better Business Bureau and I am also looking to gain some media attention because I feel if we as a community do not start to stand up and fight back these companies will continuously get away with overcharging us and treating their customers and ethically

/15/2018
I purchased a phone from the At&t store here in Montrose Colorado in March of 2018. Unfortunately the sales reps saw a newly widowed mark walk through the door. They pushed me to buy a LG V30 saying it was just the best, long life on the battery, great pictures and on and on. One of them had one and wouldn't trade it for anything.
I fell for it and paid (am paying) $800.00 for this phone. Had problems loading things from the start and it is horrible to have to turn it on from the back. Brought it back the next day for help and noticed this particular phone was not even on display (think it was probably being discontinued and they got a nice little bump for getting rid of it). When I mentioned it they gave me some song and dance about marketing.
Long story short, I hate this phone and I am apparently stuck with it for the next 2 years. Don't trust their sales people; they are just out for the money. I will look into switching carriers again when my sentence is served.

I asked for a supervisor and rep would not get one - I made 5 calls before I could get one of your reps to cancel an order I never authorized. You have no right rescheduling orders that are not authorized and there is no point because you can't install it any way. None of your reps can even take the order # - you allow them to not work by pretending to not be able to enter order numbers correctly they ask for the number over and over up to 20 times and you allow this. How dare you. You have no right to continue to waste my time. I am not even a customer and I certainly don't want to be. I You sent a Direct TV guy out here that couldn't install the direct TV. And you all sent a guy out here to install the internet and he couldn't do it because he said AT&T had cut the AT&T wire when they came out here to the fiberoptic thing. So you wasted two hours of my time sending installers out who can't install anything. I can't get AT&T because AT&T can't install their products. Then even though you can't do the installation you rescheduled the installation totally without my authorization or consent. Do not ever reschedule or set an order without my permission again or I will take the matter straight to legal action. The order # for the order you set up without my authorization after you sent two guys out that made it clear no AT & T products can be installed here is 2GBY38AXJQTR and my name is Cornelia Amiri.

New homeowners to Florida. Lost account number and customer service rep was unable to access information . Kept saying she found an account under our phone number but the name didn't match. I KNOW what name was given, so clueless as to why she couldn't find it. Repeated attempts resulted in nothing, finally transferred me to someone with a higher pay grade who immediately found it. ? Then, when the installers arrived they couldn't locate the cable box. It was finally determined that they needed to put in a line to the junction box. Put in an "emergency request " that is supposed to take 24-48 hours ...NO !Instead we were given a date of July 25 more than a week later. Then today we received an email that it will be July 28 !This is terrible service! Very unhappy. We have no WiFi or TV access. What a welcome to Florida for new customers.

I called customer service re: questions on my bill. Recording - heavy call volume. Then 10 minutes of advertising plays while on hold. Obviously it isunderstaffing isssue, not my fault as customer calling in for customer service. Then questions about getting out of ATT could not be answered. Now on hold for 10+ min. for "loyalty" dept. False to call "customer service"!

I requested to have higher speed internet from ATT and accordingly scheduled an appointment for Saturday July 7, 2018 between 1-3PM. The day before meaning July 6, 2018 got him to find that I have no internet. Called ATT and off course spoke to people in the Philippines who had no real answers, they are trained to speak politely but no real solutions. Each of the people that answered has a different answer. All I was asking ( what happened to internet connection)? I thought it a simple question. I finally got Ellie on the phone who said I will take this case personally and keep checking and promised to call me back with updates. Never did. The tech never shows up between 1-3, I call ATT again now they say unknown if tech is going to show or not ATT overbooked appointments and tech is behind, he may not come today and wanted to reschedule for Tuesday July 10, 2018 from 1-3 pm, I said cant must be at work, rep kept saying that is earliest available.

I said fine, give me my internet back and I will wait for next week on Tuesday, now he says I can't, too late, the configuration for higher speed was already done, I have no choice but to wait. I spoke with supervisor (Mike) and his Superior ( Catherine)
both could not do any better. Around 6PM I received a call from Hugo and ATT tech saying I just picked up this assignment and came over with a new box, takes the old one out plugs in the new one. Left to go the ATT main box in the area, returns in 15 minutes saying ATT wires are from 1952, very old, there is a short but that he was able to do something for me to have internet in two hours because it has to load, I asked Hugo a few questions and every time he switched his answer, I knew he was not saying the truth I also knew that I will not have internet in two hours. In the meantime Hugo requests a ticket for someone to come the next day.

Within a short period, I not only did have internet, I did not have a land line either.

Thank God for cell phones, I called ATT again re-explained all this no one was able to figure things out and told me to wait for someone to come tomorrow.

The next day, Sunday July 8, 2018 AM I get a call from Joe, comes in shaking his head telling me Hugo did not know what he was doing, he messed up not only the internet issue but disconnected my land line, so now Joe found other problems that prevents higher internet, the choice was to wait or to go back to my previous internet. AT this point I was so tired for being lied to, I couldn't trust anyone, so I instructed Joe to put my old modem back and leave as I had decided that I will not remain with ATT anyway.

Hey A T&T...
Who are you, my mother?
What in my contract gives you the right to ration out and downgrade my service anytime you want?
I PAY for mobile internet service! So what's really happening is because you're a sovereign company, a monopoly, you think you can get away with anything and your customers are just going to be 'okay' with it. You can just divvy out your internet and lower the quality of services almost a third of the month? Well, as far as I'm concerned, when you do that, it makes me think you're a third world company and taking advantage of your customer, so very soon you will have lost a long-time customer.

We initially ordered service about a week and a half ago. Due to the improper processing of our order by AT&T, the order was cancelled without notice. Our installation date was scheduled for 7/6. We called to reactivate the order and they gave us a new install date of 7/9. After confirming that date, they then cancelled that order due to more system issues. I called back again to redo the order. The next available install date was now 7/11. We work from home and just moved to a new state. Now we have to take days off of work because of two screw ups by AT&T. We have tried multiple times to reach a supervisor and have been hung up on at least 5 times now. It would appear that they are trained to never transfer us to a supervisor. This is by far the worst customer experience we have ever had. I would strongly advise that customers find any other service provider to work with since this company is not in the business of helping people, just themselves.

On Tuesday, July 3 I ordered new phones and upgraded service per your chat line. I first talked with Steve - then Roal (Roel). He came up with a plan that I was satisfied with. It included the new Samsung Galaxy 9+ and the free phone was the SG 9 upgrades. It included unlimited talk, text, data, etc on 4G with hot spot and wi fi - unlimited but would slow down after certain amount was used. He also signed me up for DirecTVNow and auto pay. He said my total monthly bill would be around 161.00 including taxes.
He activated my Direct TV now and sit me up an appointment at the Camp Bowie Store in Fort Worth for 1:00 on July 4th to pick up new phones.

We went to store as scheduled and talked with Anthony Avery. He was very nice - picked out our phones and were getting ready to sign everything when he noticed he could not offer us what he had offered. He found all of our notes and verified what your person had told me. The case number is RD553D

He visited with his supervisor and she told us to call the Loyalty Department. Since all notes were on my record they felt the loyalty department would honor his agreement.

I called today and rep said she could not find this info on my account and could not find anything with reference number RD553D. So I spent several hours on Tuesday, Wednesday and Thursday with AT&T and still do not have this resolved.

I would like the service that was promised me at the price that was promised me and I would like my new phones. I also found out when I cancelled DirecTV now that I billed for first month even though I have not received my new phones.

Your help in this matter is appreciated. When I was told a price and given a deal - it is very sad when a large company will not honor that deal. If you can find all of the notes and info on my account regarding this matter hopefully you will agree with me - your long time customer. I also have Direc TV Susan Anderson [protected] County Road 522 Cleburne, Texas 76033

On may 22nd I have arrived to the us from israel.
As I was planning to travel and meet with friends, I needed a cellular package that eill be reliable and have both talks and data coverage in all the states I was planning to visit.
On the 23rd of may 2018, I entered an at&t store in ocean city, md and explained my connectivity needs. The representative in the store offered me a sim card and a package that cost 50$ but' if I enroll using a credit card, it will cost me only 40$.
I emphasized my need for full and uninterrupted coverage, as I use my iphone also for navigational purposes, and listed all the states I am planning to visit and where I need good cellular coverage.
Before agreeing to purchase the at&t package (sim card and monthly service) I was assured that all there is a full and complete service and cellular coverage in all the states I named specifically (including maine, georgia, ohio, maryland, pennsylvania, florida and virginia, new york, the carolina's - and all the states en-route...)
I was terrified when, in the middle of my driving on the highway in maine I had no service and my navigation app. On my phone was no longer updated. I continued driving for about an hour hoping that the service will be resumed. When it did not, I exited to the nearest exit trying to find an at&t store q representative to help me solve the problem.
However, as this region of maine does not have an at&t service, there are no at&t stores or representatives, and since I have no cellular coverage, I could not call at&t representative for help.
I entered a walmart store and found out that in that at&t has no service in that region.
I had to purchase a pre-paid phone - the least expensive one that was available ($40) no. [protected], and to purchase a cellular coverage ($30), both by by verizon who covers the state of main in its entirety.
Upon returning home, I tried to contact at&t online, and to launch a formal complaint. Originally I was planning to ask for a full reimbursement of the package I purchased from at&t (some $40 plus taxes.
However, when I tried to write to at&t I discovered that chatting with a representative is the option most available. So I did. One agent transferred me to another... And to a third and fourth one and... At the end they "hung-up on me without saying a word and leaving me in mid-air (after spending some 1.5 hours explaining to the various agents the nature of my complaint.
My second attempt was a shorter one (some 40 minutes) and only two agents and at the end I was directed to a link for arbitration.
In the light of that attitude, I have changed my mind and I ask now for a full refund for the expense incurred to me by their false representation of their service and coverage. The $40 for the verizon phone I was forced to purchase and the $30 for the verizon coverage I needed to purchase.

I thank you very much in advance

Sincerely

Dr. Joseph liran

[protected]@yahoo.com

I have a pre-paid account with AT&T with an android called Alcatel Ideal. I am disabled and spend a lot of time at home, so my data usage is always low. I thought why not go back to a flip phone? I called AT&T and was told they had an LG flip phone, which I was originally told would be charged about $50 month, I believe. Whatever price they quoted, was too high. I said I can get it at Cricket for $30 or less. He put me on hold. He came back with a quote for $30 I think. I said all right I'll stay with AT&T. He didn't inform me clearly that the bill would come to nearly $80. When I learned the total charges, I planned to cancel. I was too slow by 3 days to close the order. When I finally called them on 6/24 (I ordered the phone on June 11) I was told that if I went to the local store, I might be able to cancel it. I have Parkinson's, which makes it difficult for me at times to get out. But I went. They said I could pay $50 to buy off the phone and close the account. I did that. Two days later, I was charged $79.57. When I called, I asked to speak with a supervisor because Sergio my clerk couldn't help me. I was given Arnaldo to speak with. He said those were the charges for the days the account was used. I didn't receive the phone until June 12, 2018 at 3:42. He repeated that there was nothing I could do, since auto-pay was on. So even though though I cancelled the account on June 24, I was chon June 26. I thought to ask if I would have to pay next month as well since I didn't cancel auto pay when I canceled the account. He said he would cancel it since I asked! They would have continued to charge a closed account. Never ever use AT&T. I want my money back.

On the early morning of 24 June 2018 Memphis Tennessee was hit with tremendous thunder storms. These storms knocked out power and services for days before being restored. On the same morning my U-verse router was knocked out. My electrical circuits in the home were not affected and my home PC was not affected, only my router.
I did an online check using my mobile phone as a hotspot to check the internet connection. The online ATT test said my router was unserviceable and needed to be replaced. I called ATT around noon on the 24th. After discussing the issue with the customer service rep, it was decided that it was the router. He said the next available appointment was the 30th. I asked, "can you not just send me the router and I'll put it in?" He stated that he could do that, and it would take 2 or 3 days.
On Wednesday 27 June, using my hotspot again, I engaged with a customer service rep using chat. She stated that the order was completed, and it should be here the next day. She also stated that she would make an adjustment to my billing.
Today is 29 June and I still have no router. I have been without critical needed internet for 6 days now. I called again around 1830 and it was a mess. I had to wait a lengthy time to get to talk to a customer service rep. After explaining the issue and asking about the router I was redirected to a technical service technician somewhere in India (I assume) because I couldn't understand the person I was talking to very well.
After almost 30 minutes on the phone the only thing I got was an empty suggestion that my order was on the truck and was assured it would be delivered tonight by 2000. I explain that the mail, UPS and Fedex had finished their daily runs through the neighborhood, she insisted that it would arrive by 2000. It was already 1900 by this time. She further stated that if it was not delivered tonight, it would be here tomorrow morning. This confirms that no one knows or cares about the router in question.
As much as I hate Comcast, today I have learned to despise ATT more. All I wanted was a new router. I went to Best Buy and they stated the didn't carry anything compatible with ATT. I went to the ATT store and they said I would have to order it online through the AT&T website. Is there no way to get my internet restored and get a new router? If it does show up tomorrow it will have been 7 days. I would assume you are going to adjust my bill appropriately. Any apology would only be an empty, politically correct corporate business band aid. This is absolutely the worst experience I have ever had. I am sure it is multiplied everyday with no one giving a flip as along as the paycheck hits the banks.
I really would like to know you care and that this problem will be fixed at every level to ensure no one else has to go through this situation.

Previous account number [protected]

i am reaching out to your department regarding the customer service I've received over the past 18 months. When I first signed up for these services in December of 2016 i was told my bill would maintain the same amount throughout the life of my contract, of course if I purchased movies I would be billed. After 12 months my bill increased. I reached out to the customer service department and was assured they had corrected the problem and that my discounts had dropped off but were added back onto the account. The next month the higher amount bill re-appeared. I again called at&t and was told that a "specialist" would have to review the account and that I would receive a call back regarding this problem. I never received a call and my account became past due and was disconnected. I then called back and the problem was resolved and discounts were re-applied. Every month i have been receiving the larger bills and have to continue to call to have them re-applied. I called today 27june2018 and was told there were reactivation fees and other charges and a discount of only $21 would be applied. After explain to the lady she said "there's nothing i can do" this didn't sit well with me as i have had to take time out of my days in the past to have the account adjusted and everything turned out fine but then today i felt like i had been lied to the entire time and just wouldn't be getting the service i once had with the company. I ended up cancelling my service which i was happy with just not the service i received today. Again i feel i was lied to. I was promised multiple times over and over again my bill would return to what it was in the past and it never did. I didn't want to cancel my service but i feel it was necessary. Feel free to contact me at anytime with further questions [protected]

sincerely a unhappy former customer

On 5/11/2018 I purchased a Iphone X from the online site. They shipped the phone and shipped a label to return my Iphone 6s. I followed the instructions on what to do to the phone to clear it and put it in the box that my new phone came in as instructed, put the label on the box and put it in the mail. After 3 weeks I get a text that they dont have it. I call the number in the text and tell them that I mailed it. They said why would you mail it. I said because it came with a USPS label. They said well they should have sent you a UPS label, and I stated that they did not. They then stated that it could take 6 weeks to get it back but no to worry. On 6/25/18 I received another text and now I am being charged 150.00. Hmm. I call the number listed Spoke with James (DC2888) he had me on the phone for over an hour telling me I should have never sent it back via the mail. I dont understand you send me the label to ship the phone to you but I shouldnt have sent it. I ask for a supervisor and they get angry and I hold more. A supervisor calls me back 3 hours later it is as if she is reading from a card. Do you have the tracking number? I stated what tracking number you sent me a label and I shipped it back. She says oh no you were supposed to go to the post office if they sent you a USPS label. I advised her that there was not anything in the instructions about that. I think she asked me at a minimum of 8 times what the tracking number is? Are you kidding I asked? I have told you there is no number on the label that AT&T Provided. She went round and round with the same information to me and stated that I should call the post office to find the package and I advised her that the post office will no nothing its like sending a letter they have no info on it. After being an AT&T Customer for 20 plus years I dont understand why what you do becomes now my problem? I need some help please. I of course asked to speak with someone else but she stated she is the only one who can help me and that all I can do is call the post office.