AT&T
reviews and complaints

I was honestly in love with U-Verse. I never had a problem with the service and I always had good customer service. I didn't have a problem until I was moving and had to return the equipment. I'm in the military and was moving to a different base. I called AT&T and told them I needed to return the equipment, they said they would send me a box for the equipment to be shipped back. I received the box and sent it from my new home. I called AT&T and let them know. That was over 1 year ago. I recently received a letter from a debt collecter stating I owed over $500 for unreturned equipment. I'm furious. I guess this is how AT&T gets you for more money. I have not paid the bill because AT&T won't handle it since its been sent to collections. The debt collector can't do anything except collect money. So my credit report it affected thanks to those sorry ###.

Today, 6-9-10, was the last nail in the coffin for at&t uverse. I wanted to take a quick look at the weather on demand service, for the outside conditions. To my surprise, the service was completely unavailable. My only other reason to even watch uverse is for the 'pink panther' cartoons on boomerang. With comcast, i was always assued of the local forecast by tunin' into weatherscan. Never had to worry about gettin' the national feed. My mother made an egregious mistake switchin' us to uverse! God bless!

Following are a couple of emails received from at&t when we decided not to go with their larger ad and asked for a better price (They reduced our large ad at our request by about 50% of the size but knocked only about 7% off of the bill... Then went on and on about the same old incentives, etc. That i've heard from them for years.

Seems they believe cab users are not "internet savvy".
Odd. Wonder what they think of other people?

Notice that besides being insulting and immature, they always refer to yellowbook in small type, uncapitalized... Very childish. Secondly, we did not compare the two books, or draw any comparisons. Yet at&t insults us and trashes yellowbook repeatedly.

This is an example of at&t customer service in their yellow pages area.
Rude and insulting.
How do you like it?
We don't.

—

Sam,

Good morning...

In regards to your email I want to clear up a few of your concerns. The prices that I emailed you on the proposals are correct. The investment for the in-column ads with a logo are nearly as much as the display ad that you currently have. I would be more than happy to send you some other options for listings the same size without the logo. Also, if you take advantage of our suite of products (Yp.com) the incentives are going to dramatically increase as well as your businesses exposure and the leads that we drive to you. There are some different options that are not going to give you quite the exposure as the program I have put together but will still qualify you for the incentives. This would be a lot easier to do either in person or over the phone so if I could get 10-15 minutes of your time it would benefit us both.

As far as the ad goes, we just wanted to give you some ideas with the new features your company is now, or soon to be, offering. I am sure you would want all of your current or potential customers to know that you offer the new gps feature and what that means to them. But, that is fine if you would like to design your own ad.

Trying to compare us to yellow book is like comparing apples to oranges, or your taxi cab company to a one car cab company. We explained in great detail when we met with you that we are the only directory that goes to newcomers in the area, have rack distribution in our at&t wireless stores, schnuck's, dierbergs, and other high traffic locations. We are the utility company of choice and are the only book that has up to date and accurate listings. Our distribution and usage are in a different ballpark completely than that of yellow book. I hope this helps you understand the value of our products and what they can do for your business. Once again, I would be more than happy to send you some different options that might not deliver the leads that this program will but might be more in-line with the investment you are looking for. Please advise.

Thanks,
Blake c. A—

—

We made a full presentation to you folks on the difference between at&t vs. Yellow book. There is no comparison. A majority of cab users are not internet savvy people. To not have a minimum presence in our permission based products, like your current program, you will hurt your business. To date, nationwide 13% of the population uses a smart phone. The day of beating up at&t to get a better price against yellow book are long gone. Remember, yellow book is downsizing their directory size in half. Verizon has already left the market without publishing the second year. Less distribution, incomplete listing, smaller book for 2010? Do I need to say anymore?

We appreciate your business and will provide you with a program that will work best for your needs. The prices quoted to you are correct. We would appreciate the chance to meet in person or on the phone. Your industry is very strong to date and we are a big part of creating the leads that helps you company succeed.

Thanks,
Vince lop—

This relates to apple, at&t and the ipad.

At&t, in the last couple of days, announced the change of their wireless data plans. We all were told back in january when apple announced the release of the ipad, that there would be an unlimited data plan with no contract available for $30 with the 3g model of the ipad. Now, at&t is taking that away. Doesn't this fall within the realms of false advertising? I strongly believe that at&t and apple should be held to the carpet on this one and not back be allowed to now change the rules in mid-stream.

I do understand that at&t is willing to let folks with the ipad now and until june 7, as long as they are signed up for the $30 unlimited data plan and have it on automatic renewal, will allow those folks to keep the unlimited. The problem for me and I am sure a lot of people is that I have not been able to purchase the ipad as yet. Now, looks as though we are going to be forced to a lesser plan by at&t.

Can apple & att get away with this? Again, seems as though apple made some false advertising in this matter.

Ok seriously, if I don't find out wtf is happening to my phone bill, my mom will kill me.
I'm 17 and the only phone internet I use is to check facebook time to time, and I'm only on like 5 minutes at a time.
And I don't know starting when but I started getting these weird texts that said I had renewed my account on some weird site so I was like "oh no I have not".
So I asked my mom to check my phone bill and ask if anything weird had been charged but she said it was fine and there was nothing out of the normal.
So I started ignoring those texts and what do you know, starting on 3/28/2010 at&t started charging my mom extra money for this stuff that I DID NOT USE.
Here are the falling stuff that got subscribed to my phone.

Subscription name Content Provider Charge
Playphone Subscription Pr PlayPhoneInc. 14.99
News Prediction Game Predicto 9.99
Downloads/Alerts MobilefunsterInc.com 19.99
ATT Navigator Telenav 9.99

The navigator, I might have activated on accident but the other stuff? wtf?!?!?!?!?!?!?!?!
So guess what. My phone bill jumped up to 210.15 dollars a month. Oh, have I said that I'M A STUDENT?
Oh yea, and my mom is a student too, and she's an imigrant so she can't legally work until I make her a citizen because I was born here so I am a citizen.
ANYWAY,
so the point is we live off her savings and the money the fam sends us.
And honestly, thats not a lot.
So my mom through a total b-fit and we're going to at&t tomorrow and she'll probably burn the place down if they don't give her some serious answers.
And I've seen a LOT of other complaints regarding the same stuff up there on this site.
So PLEASE SOMEBODY GIVE ME SOME ANSWERS.

OK...I have been a customer with At&t Uverse for almost 2 yrs now. I have referred 3 different people. The first two people I referred, i incorrectly submitted the information so therefore i received no rewards. The third time i looked into this and set up everything correct. The rewards i was redeeming were from October 2009. It is now mid February 2010 and still nothing. I contacted them today since 3 weeks ago they said my rewards would be arriving by email. They denied my rewards i have been waiting for which was for all 3 services 5 months later. At&t Uverse rewards is a joke. Everyone who works for them is a stupid piece of ### that should be buried six feet under. I will never refer anyone to the Uverse service ever again. And when you sign up the price looks good...until they start jacking up the cost of everything. Moral of the story is...Don't go with At&t Uverse and if you do don't even hassle with the rewards. It will just piss you off.

I've had phone service with ATT&T for many many years with the same phone line and phone number. I also have internet service and cellular service as well with ATT&T... As long as i've had their service i've had the inside wire maint fee which is $7.50 /month... so with that insurance if that is what ATT&T calls it i've never ever had phone problems. I ordered another add'l phone line and paid the installation fee which is understandable...but i didn't purchase the inside wire maint insurance...so strangely because i don't have this maint fee they will come and troubleshoot this new add'l phone line for a charge of 85.00 on up per hour. Strange is it not that the phone line that has the insurance never has problems...but the phone line that doens't have the insurance cuts off on a monday morning just like that...To make this long story short...ATT&T purposely does this to you...they check on who has the insurance in your database and has your line purposely not work just so that they can make their money! so if anyone notices that you have two separate phones...one with insurance and one without...promise you att&t will tamper with the phone line without the insurance and will charge you...ATT&T is a rip off...

I was trying to get online registration code for last 4 days, every time I request registration code it tells me they will call me in 10 minutes, but they never did. I tried to talk with customer service and I did talk with 4 different people and all of them transferred me to other customer service representative. I still couldn't register online, and they transferred me to billing department. I certainly will change my internet provider.

I was sold a bundled package by AT&T uVerse representative over the phone on May 5, 2010. I went with voice, internet and cable bundled. I tehn find out the day they install it that I can watch only a single HD stream to my house which means that I cannot watch HD on more than one of the three HD TVs in my house. I cannot record more than one HD program at a time, and if I want to watch an HD show, IU cannot record another HD show. This is obvious not a solution for a house with three HD TV's.

The representative tells me "we told you that in our disclaimer" to which I stated that this was not relayed to me. Then on Sunday morning all services go completely out. Someone is coming out from 12-4 to fix it. At 1230pm, I am told by the tech that there is no signal to the hosue and someone else now must come out.

No further news. At 400pm, I call and they state that the tech is still working on it. At 730pm, I finally push to have the rep contact the dispatch office. Dispatch tells me that the tech put notes in the case that said "this customer should not have been set up with AT&T uVerse."

So I am really pissed now. AT&T has come to my house and told me they dont want me as a customer and will not fix things to put them back the way they were when this all began. A tech comes out today to switch things back and does NOTHING but remove the cable that AT&T installed. He tells me I haev to have Time Warner come and fix things that they screwed up!

So here are the facts:
1. AT&T knowingly sold me servcie that they have no intention of providing
2. AT&T went out and refused to fix problems, saying instead "this customer should not have had uVerse set up."
3. At no time has AT&T mad any attempt to call and discuss the issues at hand.
4. I was disconnected a total of twelve times over the weekend as I was talking with customer service representatives.

If they charge me even $.01 I am going to take them to court and sue them. I am so pissed right now that they have decided to walk all over me and provide NO SERVICE at every turn.

I will be sure to tell everyone about how AT&T is going to swindle you and trick you into buying a substandard product.

I hope someone reads this and it prevents AT&T from taking advantage of others.

Re: Deceptive Solicitation Practices

I was contacted by phone a solicitation to sign up with AT&T, DSL Internet Service for $24.99 a month on 3/15/210. The phone representative told me I would receive a $75 Visa card that would offset the cost of the modem. He said I would receive that card before the phone bill even came and that I could use that card against payment towards the bill.

After a month and long after the bill was received and paid, I never received the Visa card. I contacted AT&T on 05-03-2010, they said they did see me down for a rebate and the solicitor was wrong in telling me that I would get it before receiving the bill and that I could use it towards the bill.

The call was deceptive and maliciously wrong. I rec'd a bill for $168.00 that I could not afford to pay. I am sure I am not the only person that has been lied to in order to sale that service.

On top of that, I was not even able to get the internet service to work after setting up the equipment. I paid for a whole month and still was not able to use the service. You are afraid to call for help because they warn you if you ask for a technician to come out, it could cost you up to $100 an hour. After exhausting all possibilities, I called for help and it wind up not being my installation, the actual service did not even come to my home. The technician had to call in to the main "whatever" to activate service to my point and told me that I should be able to use it come that Monday evening.

Why can't I get bars in houstons bush airport? Why can't I get bars in houstons methodist hospital? Why when sitting in my home does my phone beep from time to time and when I look to see what is wrong it is telling me that there are no bars. We came to at&t for the roll over minuets but they are not to much good when you can't use them. When we had verizon we had better coverage than we do at at&t. We were on vacation not long ago and a voice mail was posted on our phone as being sent 2 days before it got to our phone. We will more than likely go back to verizon at contract time.

Where to start with AT&Ts services, UVERST TV + Internet.
Do not get tricked by slick salespeople in trying the products out for free in 30 days. As soon as the 30days are up they will charge you right away a month ahead of time on a pro rated scale, even though they promise you $150.00 in rewards this money will go straight back to them for your first month's bill.
1. Installation was supposed to be on 3/19/10 between 2-4pm, no one showed up the entire day even though I called them twice!
2. They finally showed up on 3/31/10 instead to install the goods, installation guy said the signal was weak but it should work...and it did for a while.
3.On windy rainy days, the tv reception breaks up the picture into little squares and freezes up.
4. if you are a serious Xbox live gamer, they promise you downloads of 15-25Mbs but in reality, the installation guy told me he had not seen anyone getting over 10Mbs. A lot of latency on the Modern Warfare 2 game, very frustrating
5. I cancelled the services, and I have to mail the stuff via UPS back to ATT myself
6. Service is crap and just a bad idea overall
7. do not get ATT Uverse + Internet

I received a reward card to cover my expense for breaking a contract to switch to AT&T. I used half o fthe car right away and waited until the last day before expiration to use the remainder. Unfortunately, the card (worth $43 by this time) was declined because it was expired (even though it didn't expire until one day later according to AT&T).

I called customer service and they initially said that it was my fault because

A. I used the card after expiration (I did not)
B. I didn't enter the expiration correctly (The declination came from an automated pay machine at a gas station and I wasn't asked for the expiration)
and finally,
C. I didn't call customer service immediately (I tried, they were closed)

I was finally offered a new card for the remainder of my reward which was appropriate in my mind. There were fees however totalling $17 for reissue. While $17 isn't a large amount of money, it is terrible policiy that the service agent couldn't waive this fee. I'm now remembering why I was reluctant to switch to AT&T in the first place.

I have a mentally ###ed older brother who we maintain next door. I pay his bills. According to ATT, he went online and subscribed for NetFlix Streaming on his phone account. He supposedly used my E-Mail address. The friendly ladies I talked to at ATT assured me that his online application was correct and generated from him. When I insisted that he cannot type, does not read well, does not have a computer, and does not know my E-Mail address, they were extremely gracious and kind and kept insisting that he did apply. I cancelled the feature and was told by a very friendly and courteous representative that it would take one to two months to get the refund. No refund was ever provided so I called again today. After I had given the very nice lady my name and info she immediately, without prompt, told me she saw the problem about my refund and it was because the previous very nice person failed to check the box which would have generated the payment. And she immediately corrected the problem and asked if there was anything else she could do to make my life even better. I demanded to talk to a supervisor who was also a very nice lady. She also concurred that my ###ed brothers application was received correctly and she didnt seem to have a problem with his ###ation. I told her I thought he got slammed wherein she claimed she didnt know what that meant. Now I have to wait again for my 1 to 2 months to equal 3 to 4 months to get the refund. It seems a shame that all the wonderful, kind, and helpful people at ATT have to work so hard to prop up a mindless company.

ATT Uverse is nothing like what they build themselves out to be. To not bore anyone with excessive details, the installation process was a nightmare. They initially came out in January and said they needed to work on the line. Three months passed by and I never heard back. Finally fed up with DirecTV I decided to take the plunge, what a mistake!

The installation could not be completed on the initial visit. They had to give me a temporary phone saying that it would take 4 days to convert my old number. After 7 days, I called and no one could figure out why it had not converted. They created a new order; 4 days later and still nothing they dispatched a technician. The tech was solid and got on the phone and finally spoke to the right person. The conversion was done on the phone and could have been done on the first day.

I was happy with the service for the first three weeks. On Monday a few days before the 1st month anniversary, the TV's froze. There is no customer service after 6pm, of course, I get home after that time. I called the tech support and they had me try to reboot the boxes for the next hour. No luck, I had to wait for a technician (visit #2). The tech arrived 1:30 after I was promised. He mentioned that all we had to do was reboot the modem while all the boxes were disconnected. Voila! All seemed well, until of course, I got back home that night at 7pm. TV's were once again frozen. This time I took matters into my own hands and rebooted the modem. TV's came back to life. I called it in anyway. The tech support said that certain codes had been changed and now everything would be ok.

That brings me to tonight. I came home a little after 7 and once again all TV's frozen. AFter speaking to a Tier 2 support person and going through the same exercise, we are now at service visit #3. I've given Uverse until tomorrow. IF it does not get fixed, this will be the shortest lived experiment and ATT is going to have everything yanked, including my cell and work lines.

Buyer beware, ATT Uverse too good to be true.

I have 2 complaints:

1) Uverse Voice mail will download my phone messages to Firefox (or IE8) upon request, and will attempt to open either Windows Media Player (or iTunes) upon media selection--BUT, it will not open the message an play it.
2) I called them twice and spent over six hours trying to fix the problem with 7 different people. I got many explanations about what the problem might be and a number of potential fixes. Depending upon who you talked to, I got goofiness ranging from them telling me to shut off basic security and firewall utilities to telling me that someone else may have hijacked mt account. Furthermore, the 7 people were all distracted--either they were doing their own "social media" thing, or trying to answer numerous help desk inquiries.

All-in-all I am very displeased with their troubleshooting and help processes and am about to switch services. In the meantime, I am going to change my contact information with my various service providers (that use my at&t email for contacting me) to something like Gmail, so that I am not tied to a particular provider. (I suggest that, for the sake of flexibility, everyone else do the same, so that they can switch ISPs with as few headaches as possible. No one should ever be trapped with a dependency on sloppy ISPs.)

I lost my phone April 20, 2010. I had been an att customer for 9 years and had never previously needed anything from them above standard service as I wasn't a complaining customer nor had I ever lost my phone or had issues to call them about. I didn't have a contract for a few years, but as I needed a more modern phone to travel to europe, I bit the bullet and bought a new phone 5 months prior thereby locking me into a new 2 year contract. I had purchased the Samsung Solstice. Upon losing my phone, the store I went to informed me that I couldn't get a new contract and therefore a cheap nice phone because I had just signed on 5 months ago and they only let you enter into new contracts upon the 6 month. My options were to either purchase a new phone to replace my lost one at full retail value ($250). I could purchase a go phone and use it until I was eligible for an upgrade to get a new nice phone...the cheapest go phone they had was $80 and it was crap and I wasn't eligible for an upgrade until July 2011. Or, I could purchase the go phone, come back in a month and say I lost it and be at my 6 month mark and then I could sign a new contract and get a reduced rate on a new nice phone equivalent to what I had before. The salesguy "helping" me informed me that the only reason I got a cheap phone in the first place was because I signed a contract. I informed him that I signed a contract for service, not for a cheap phone and that phones are loss leaders for their company and that is not how they were making their money. He looked at me like I was speaking a foreign language, clearly not understanding how his company operates. I asked him to work with me having been a client of theirs for 9 years. He couldn't, or wouldn't and didn't feel the need to get a manager involved. Instead, he let me walk over to the Tmobile store across the parking lot after I told him this is what I would do. At tmobile, I walked out of their store with their equivalent to the iphone, (it's the my touch and is awesome!) and a cheaper plan with better features than at ATT all for $75. They cut the price of the phone in half and charged me no activation fees. I told them my story when I walked into their store and asked them to give me the best deal they could to take me away from ATT after 9 years. Their customer service was excellent in the half hour I spent in their store.

What made matters worse was that when all was said and done, I had to go back to the ATT store to get my account number so tbmobile could port it. A different salesguy helped me when I went back. He'd been in the store earlier when I was there. He gave me the number and as I was walking out he said, "See ya", I just looked at him a little taken aback because his tone wasn't the nicest and said "See ya" back with a hard note of sarcasm in my tone. I was once told that it costs phone companies far more to get a new client than it does to retain an old client. Clearly they don't let their associates now this little tidbit. When I got that new contract 5 months ago with att, I went from paying $40/month to between $70-85 a month for services...with one fell swoop they lost that easy income. Yes, it cost me $155 to break my contract with ATT...but that's another story and in the end, is cheaper than all the other options they were giving me to replace my phone.

My wife works for a customer service business that has a contract with at&t. Although she was only trained for sales she is expected to provide customer service in regards to troubleshooting equipment issues. She and none of her co - workers were trained for that kind of service. Also they harass workers when they don't meet a sales quota and cheat workers out of commissions. They will call customers that these workers provide service for and if these customers don't say exactly that the service the customer service rep provided was "very satisfied, " that person loses that commission and is subject to disiplinary action, even if the customer says they were satisfied with the service. They also have lots of manditory overtime periods from time to time. The truth is at&t does not provide troubleshooting customer service directly, they use outsource businesses to do so, in order for them not to have to deal with any customers directly. I strongly urge people to call at&t and complain to them about this unethical practice! If you have a cell phone from that company, threaten to drop your service with them! Sprint and verizon provides better service in my opinion

The following is the true horror story of service by AT&T and a product of ATTUverse . I being the nice mother of a daughter who resides in a different state but not far away, decided it would be nice to present to my grandchildren internet service. I called their provider AT&T and asked them how to set up account for internet DSL. The nice and smart talking young man knew he had a 60+ grandma so told the old lady...Yes, Mame I will have the people to your daughter's home the next morning. By the way I forgot to mention the young man mentioned something called bundle...which I said oh yes...my husband already has a account for my daughter for telephone service...A bundle is what she needs said the nice young man...The old lady asked what will be the price...which was easy there would be a set up fee and a one time $50 fee and after that it will run you around $27+ a month. The old lady said WOW that is more than Windstream which is $17...but it is a different company...I will take it...a FEW weeks later the grandmother receives her first bill a total of $69.00, the bill arrived 5 days after the due date with the wrong name to the addressee...the old lady went to throw it away since it was not her, but she open it. After reading she realizes OOps something is wrong...she calls another nice young person (by the way her patience is great...45 minutes was the time it took for her to talk to a real person after saying yes..no...no...listening to awful music...etc...The old lady was told to pay the bill through a real person it will cost the $5 late fee and additional $5 because it is a real person...to pay by phone it will cost you the $5 late fee but you will have to call that 866 number and speak to the machine for another 15 minutes if you tell the machine the information it wants to. The grandmother says she wants the Uverse cancelled immediately in which the nice young man says I can do that but I will transfer you to the nice young lady and she says ..well transfer you to the nice young man..who says just take the equipment to the nearest UPS we have a contract and they will know what to do and tell them your account number...know...The grandmother gets the equipment and takes off work to go to the nearest UPS only to find out it was not a UPS Store their is a difference. Of course after another 20 minutes talking to a machine to get a human this is learned and because it is a plain UPS no way could they allow them to ship the equipment. Being efficient the UPS already has boxed up the equipment and grandma pays them $2.00 with apologies about the taking up 40 minutes of their time. Know grandma will have to get the guidance system put in the address and travel 42 miles to the UPS store because Uverse would not allow her to have UPS just mail the damn thing...Which remember she did not order in the first place...

pay $50.00 to get home phone services when they charge to my account the $50.00 also charge me for other $82.00 im get so mad ask to cancell all service they return $82.00 but other 50.00 never this happen on 10/03/09 so today day is 04/27/2010 and every time I call they sorry people works for this co. never get answer and because is so much time know they dont have any information, so please people don't give any bussines to att they are thift they still money to customers they are sorry company all over earth