AT&T Consumer Reviews - Page 2

I was moving so I called AT&T to cancel my service. During that call, I was told that my contract was going to end in a few weeks so I could either cancel now and pay a termination fee or wait until the end of my contract, but I would have to call on the last day of my contract to let them know I didn't want to renew. I decided to wait, although I thought it was dumb that I had to call back again just to tell them I didn't want to renew.

So, I called on the last day of my contract. The representative that helped me asked for my info and I gave him what he asked for and simply told him that today was the last day of my contract and that I did not want to renew because I was not going to continue with AT&T. He replies by telling me that I'm eligible for some TV service. I told him I was not interested and all I needed was to end my service. He replied by saying, "Well, there's no contract with that but ok, have a nice day, bye." He seemed very rude, and never gave me a good, friendly customer service feeling.

The way he then ended our call gave me the feeling that he was mad that I wanted to cancel and that I didn't want any AT&T services. I was never rude or said anything negative about AT&T, simply that I did not want to continue with their services. It seemed that he took it in a negative way and then treated me as if I don't deserve good customer service because of it.

The funny thing is that I never had an issue with AT&T. I was not canceling because of a bad experience, but simply because I was moving and was not sure of what service I was going to use in my new place. He never asked about my experience or tried to understand, he simply assumed I was angry and treated me as if I was an angry customer.

ROCHESTER, NEW YORK -- My housemate moves out, and I now want to get a DirecTV account in my name, after he cancels the current account in his name. Because I have lived in the house for a number of years while his DirecTV account was active, AT&T will not allow me to open a new account in my name at the same address. This, according to them, is because "I benefited from their service while I was a resident at this address, and in order to open a new account in your name at that same address, the current account must be canceled for two years before your new account can be opened."

Now, if you just said "what?", you had the same reaction as me. "So, let me get this straight" I said, "if I lied to you, and said I was a new tenant just moving in to this address, I could get a new DirecTV account in my name, but because I have established a long term residency here, I am not able to get the same account as I could if just moved in five minutes ago?" "Yes Sir, that is our policy."

"So, what you're telling me is, rather than taking my money every month for the next two years of the required contract, you want me to hang up the phone, cancel the current account, and call your competition, Dish network, and give them my money for the next two years. Am I really understanding you correctly?" "Sir, as I stated, AT&T, and DirecTV cannot allow you to secure new service at your current address for the next two years."

Dear AT&T, your policy is beyond ridiculous, and you have ensured one thing; I will never buy ANY AT&T product, or service. Rather than try to negotiate a new price (your customer retention dept. called me after the fact) to keep the current DirecTV service in place, I will in fact cancel it. I will also share this enlightening customer service experience on every consumer complaint website I can find.

YPSILANTI, MICHIGAN -- I recently switched internet service from Comcast to AT&T. I was so pleased with my service...85 mbps! Amazing. However, I've found nothing but issues in dealing with their customer service and technicians.

First, by my own fault, the fiberoptic line was cut in the yard. AT&T was very fast to respond to my request for help and sent a technician out to replace the broken line. He ran the line and instructed me that a construction crew would be out to bury the line within two weeks. In a couple of days, I came home and saw a trench dug in my yard, a fiberoptic cable laying across my son's playset, and a big mess at the box going into the house. I assumed they would be coming back the next day to finish the job and just couldn't for some reason. Several days passed with no change. I contacted AT&T, who told me no construction crew had been out there. Based on the state of my yard, one obviously had. After almost an hour of checking, they told me they would have one out the next day. When that construction person arrived, they told me that the work had effectively been done, but terribly. First, the crew that had come out decided to trench the yard and put a whole new line in themselves, but left the old line laying out across the yard. They then didn't bother cleaning up their mess and left. He took care of things for me and all was good.

Flash forward to this week. My modem started experiencing problems with the wireless, where the 5Ghz radio stopped working though the 2.4 Ghz one still worked. After a hour of troubleshooting, the representative decided that the modem needed to be replaced and told me she would ship a new one out to me that should have arrived today. When I got home, no new modem. I contacted AT&T, who told me no ordered had even been turned in for the new modem! So after an hour on the phone with the rep, they just decided to do nothing! This new representative apologized and told me she would put in an order to replace the modem. She also told me that I should receive confirmation that the order has been placed and to look for that to be sure everything is ok. I still have not received that confirmation so am losing faith that this second call produced any results.

As a product, AT&T's is amazing, but they have a LOT of work to do in terms of the client experience. The best internet service in the world is only as good as the people who support it.

AUSTIN, TEXAS -- This company provides lousy service and is almost impossible to deal with. I signed up for their package of telephone, Internet and DirecTV. I promised fast Internet service. My Internet service was extremely slow and, at sometimes, essentially nonfunctional. I called their number several times and complain about the service. Calling the company was, and of itself, consistently a bad experience. I would spend a lot of time waiting and sometimes my call simply would be dropped. When I did make contact, I would be reassured that my service was functioning properly and there must be something wrong with my computer or something associated with it.

Finally, I agreed to upgrade my service so I could get faster Internet service. After that, I did not notice any significant improvement in my service. When I called next, they said they were going to send a technician out to see if they could find a problem. Having a technician arrive is entirely another problem. You have to pick a three-hour period in which the technician can arrive and then you have to be available for 3 hours after he or she arrives.

Basically, you have to commit the be available for 6 hours, which is a ridiculous requirement for anybody who holds a gainful employment. I had a tech come out on 2 occasions with no significant improvement in my service. Accordingly, after 3 or 4 months of service, I cancel my service and went back to the local cable company. After all that crappy service, AT&T hit me with termination charges of $340 for DirecTV and $135 for AT&T for a total of $475. I called and talked to a representative complaining about the termination charges after such lousy service, but he would not back down and kept saying that that's what I agreed to.

TULSA, OKLAHOMA -- April of 2014 AT&T was replacing a defective phone by gifting me a new phone of another kind. At the time they were out of the one I wanted, so I paid the difference for the upgrade to 32GB. I was told that the phone was mine, but as I'm now cancelling my service contract I've found out that they connected the device to my contract and didn't make me aware of this - I was told the phone was mine, nothing about it being tied to a contract.

I called today to pay my early termination fee, which took me speaking to 2 CS reps and 2 supervisors before they would even take my money, as set up service with another carrier (1/2 the price for more of everything!) and they refuse to unlock my phone. All of the Customer Service reps I spoke with previously this week told me that once I paid it would be unlocked, but omitted the fact that there would be a ridiculous and completely inappropriate wait causing me to be without service.

I have now been told by a supervisor, **, that he "Cannot have me on the line contradicting everything he says." after I stated they "are able to alleviate this, but clearly refuse to.", and then rushed me off the phone as though I was now a waste of his valuable time.

I will not have an unlock code until 5 days from now, preventing me from using my own phone. This is going to cost me as many days with the new carrier, not to mention the 3 days it took me fighting to get this far. All but the last 2 reps I spoke with were, at least, professional. This is the only positive thing I can say about AT&T in my 2.5 years with their service. My $255.00 early termination fee is paid, I owe them nothing and yet my phone, and therefore service, are hostage to AT&T and their asinine "policies"... this took 5.5 hours over the last 3 days of my time, and this is still unresolved.

CHAPEL HILL, NORTH CAROLINA -- Called Friday, moved into house with existing AT&T junction box, was told install Tuesday. No one showed up, so called and after over an hour on the phone was told that they were not coming and put us on the schedule for the next day (today). Again no one showed up and after over 2 hours on the phone we were told we "are now in the system" and that they would contact us in the near future to advise us of our install date. During the first call we were told the representative screwed up our order, overcharged us, and put down the incorrect email address (noreply@att.net...seriously).

Today there really wasn't a valid excuse. I work from home and thank goodness I had met our neighbors and had to embarrassingly ask to borrow their WIFI! I still cannot connect my work phone, printer...this is costing me money and my husband hours of his time for no resolution...unacceptable! This is the worst customer experience we have ever encountered and they don't seem to care. The frustration level is off the charts!!!

GEORGIA -- I have been an AT&T customer for many years. My family has the AT&T next plan. We were late getting the phone returned and have since been charge the $250. I know it is my fault but I have called numerous times and spoken to numerous people asking for help. I have asked for a favor, as a good, loyal customer to accept the phone. It was sent to them and then they mailed it back to me and said basically too bad, it's yours. I understand rules but I also understand good customer service. AT&T does not have good customer service. As I am calling and pleading with them, they are rude and act like superior jerks. Sometimes life happens and I cannot get to the post office. I work a full time job as well as my husband. We live paycheck to paycheck and can't seem to catch a break. I am beyond frustrated and definitely looking at a new carrier. Good customer service has value to me.

Sincerely,

Elizabeth G

SAINT GEORGE, UTAH -- My wireless phone bill due Friday. I paid it on that Friday with my credit card and I'm still on time in paying my bill. Somehow, by Monday I received a text from AT&T that I'm late and charging $5 for late payment. I asked if that can be waived considering I'm have been a customer for 10+ years. She said, "No the policy is that if you are late you pay penalty."

While in the phone she asked if I can pay my bill that moment, I said, "Yyes if you take the $5 off." She said no, so I didn't. I paid the $212.63 and not $5 late fees with my WebPay service through my bank. This January bill due on February 9 the late fee is still on my bill. AT&T is so big that they are willing to losing a long time customer over a $5 late fee. I'm actually leaving AT&T and I'm looking on Verizon.

PENSACOLA, FLORIDA -- It is sad that AT&T constantly overcharges our account for things we do not add, then they want to try to validate it. Every month I have to spend 1-2 hours on the phone with them with my Cell service, internet, and DirecTV. BAD BUSINESS. Next, their service is not all that, we can never have good playback on DirecTV without it not working or its very fuzzy. So now for 2018, they want to increase the cost of their crappy service... I think it's time to unplug... WE should be able to choose what we want on our TV instead of having to pay for services that we don't want. Look like it's time to dust off the old DVD player for a movie.

NAPERVILLE, ILLINOIS -- Responded to ad about switching to AT&T Triple Play. I was moving from WOW cable to AT&T for a lower cost deal. I was told and quoted a monthly fee of $99 per month fee, no additional charges and a $250 Visa card. On October 2 had the installer on my home almost all day, he set up the TVs, and the internet but did not gave me the internet password which had to call and set up over a 4 day period. He also said the phone was not his department and will have to call customer service which I had done over 2 weeks and now are being charged more since AT&T did not have in their paperwork.

I have spend over 2 weeks and several phone calls to their customer service, new installation, and many more departments without results. But have a bill that does not match our verbal agreement and service expectation. In addition I had incurred additional expenses in the cancellation and reinstallation of phone with the cable company so that AT&T procedures can be followed. Please HELP!!!