CAROL STREAM, ILLINOIS -- After receiving a mail out about AT&T internet service, my wife and I contacted AT&T. We were sold a bundle which was supposed to cost $105 per month. This bundle was to provide us with all distance unlimited long distance, wireless internet service, and DirecTV satellite service. We have yet to receive a bill for that amount. I have spent hours and hours on the phone (approx 5 hours total on July 3, yes a holiday weekend when I could have been spending time with my family). Each time I call in after hours on the phone I have the same results; I am told there is nothing they can do.
(But they will transfer to someone who can, which either disconnects the call meaning I get to start all over with a new representative, or I am transferred back and forth until the next person I need to speak with is in a department that has closed for the day, or the representative will offer to negotiate with me by offering free movie packages rather than lowering the satellite bill to what we were told it would be when we signed up for the bundle, or we can lower our service to reach the price we were told, and we also have the option to terminate the service [As long as I am willing to pay over $400 in termination fees to DirecTV].)
It is very obvious to me AT&T does not care about their customers, AT&T sales/service representatives will lie to make a sale and meet their quotas, DirecTV does not care how AT&T represents their service (after all they can always get $400 termination fee), and last but not least unless you want to lose your phone, your internet, your satellite $400 and/or have your credit damaged you will pay it, cause there is not a thing you can do about it. Thanks for choosing AT&T.
CALIFORNIA -- We have phone, fax and internet services with AT&T and have been customers since 1990 something... Recently we called to get some help with setting up a brand new laptop that was purchased and wanted to get it connected with our wireless router. The technician remotely logged in to our system and insisted that we had a wireless modem (which we kept telling him was not) and he ended up disconnecting our internet service for two days. I had to call back, be on the phone for 1 hour and 45 minutes and have someone walk me through how to reconnect the service. Ever since then, it has been very weak and sometimes it will work, and sometimes it won't.
We called again, and begged to have an ACTUAL PERSON come out to our business and try to repair it. We had an appointment set up and they were going to call us when they were on the way out. Well, we never got a phone call and no one ever showed up!
I called again today, only to be on the phone for 80 minutes and transferred 4 times before the 4th person told me I had been connected to the wrong department! I called the number she gave me and was on the phone for another 23 minutes and was told that sending out a technician would result in a charge on our bill! Can you believe that? They can see a record of how many phones call we have made to get help, then instead of offering a service free of charge, they are sending someone out to help us, for a fee... what poor poor customer service.
We are stuck using them because there are no other companies that we can locate to service North Highlands for phone and internet. If you can avoid using AT&T, I would strongly recommend it.
DO NOT USE AT&T internet. I signed up with them on their website and very thoroughly read all of the service and price information. I decided to do the self installation and was told that I would receive the self install kit within days and that I would receive an email when it was shipped. I finally received it 5 days late after calling their customer service and asking about it. I got the email saying it had been shipped about a week after I received it. I then had to call technical support numerous times to get the static IP addresses that I had requested weeks ago finally set up.
According to the website, it would cost $110/month for their service. To my surprise, the next month, I get a bill for $237.95. Obviously, I call their customer service and they tell me that they had not applied my rebate of $100 for the modem. Problem is, that was still $25 more than what I was told when I subscribed. The representative refused to listen to what I was saying (that the amount was not what I was told when I signed up) and just repeated their list of changes over and over again to come up with their higher amount.
I told them that their charges were too expensive and if they could not charge me what we had agreed to, they could just cancel my service. Their response was just to say that I had signed a contract with them for a year and that my service could not be canceled. I guess they feel that they can charge you whatever they feel like regardless of what the contract says, so they are pretty cocky about it.
And the rebates they promise on their website - forget about it. You will never see them. The only one they have honored is the "free" modem. That $100 Visa gift card? When I called to ask about it, I was told to logon to their special rebate website after the first 30 days of service to have it sent to me - what a joke.
Probably even worse than all this is that I cannot even use the stupid phone line that I had to get and pay for just to get their lousy Internet service! They have sold my name and phone number to anyone and everyone. I can't have my phone plugged in for even 5 minutes without some telemarketer calling me and interrupting me when I am trying to work. Plus I am getting all kinds of junk mail now that I never got before.
I hope that AT&T is proud of themselves for this year of service that they are unfortunately getting from me - I will be dropping them as soon as possible and will be telling everyone I can not to do business with them. Not the smartest way to do business. Yep - signing up with AT&T was a BIG MISTAKE. I hope this review helps others to avoid them.
NORTH CAROLINA -- OK, so I've been reading over all the reviews, and I currently work for AT&T and I have made a promise to myself, if I ever lived in an area where AT&T was the only internet service provider I would MOVE!!! I've seen a lot of bad reviews on the agents. Well I'd like to clarify that yes you will get some bad agents who really couldn't care less about the customer, but honestly it's mostly the managers there, if one manager tells you to handle someone or something one way you can bet another manager will come along and tell you something else.
I really do not enjoy working for this company because their goal is to be #1 and it doesn't matter to them who or what is in their way to get there. If you get a crabby agent in tech support, please keep in mind, usually we have been treated like crap all day by a manager and we are made to feel intimidated and beneath someone else all day. Our work hours are horrible and we are just like you and get tired, we understand that the service sucks and that you are most likely getting ripped off, but we are there do try to soup up your issue for a few months.
I don't recommend this company to anyone because for one I take so many calls a night and it's usually all about the same thing. There are always an outage and it doesn't make no sense at all that there's never service in certain areas. Believe me when I say that certain agents such as my self do know the frustration you are going through, you're mad cause your service isn't working as it should and you're calling screaming at the agents so we are getting it from the customers and the managers, this is not a good company for service nor is it for employment.
I thought my ISP was horrible until I started working there, I've had my ISP for over 5 years and only had to call them twice, now I know to never be mean to them again...
HOUSTON, TEXAS -- I recently moved to Houston, TX and am unfortunately in an apartment where the contracted provider for DSL/internet/phone services is AT&T. I will put down my grievances in bullets and then expand below: - Shoddy customer service, by far the worst I have seen in this type of industry. - Service activation time is far too long. - Hidden shipping costs charged in Bill. My advice: Avoid AT&T if you can.
First, when I called up for only internet services just for enquiry (I use VOIP for phone), the customer representative placed the actual order itself without letting me know or giving me the order number. As a result, I ended up with two modems a couple of days later. It takes ages before you can get to a grumpy customer service agent who tells you, "Sorry, you need to call up another number as yours is a service request for only an internet connection and no phone." AT&T customer service is pathetic. The internet connection itself got activated only after around 10 days of placing the order. Dunno what they do for those 10 days!!!
Then the billing. Some $50 is charged for installation when all the equipment is set by UPS air for which another $15 is charged. This shipping charge will never be mentioned by the sales rep. And to think of it, the equipment was shipped by air but was useless to me as the account activation did not happen till a week after I received the equipment.
And when I wanted to call up AT&T regarding this shipping fee; another 15 minutes wait before a grumpy agent tells you that you need to call up another 1-800 number. When I do that I get a message “The office is closed for the day!!!" Hello AT&T!! Wake up guys... 7:00 PM CST is not the time to close the shop for the customer service thing. Stay away from AT&T if you can...
12/23: Update: I had written earlier that AT&T sent me 2 modems. I had already returned one of them after speaking to the customer service agent (painfully long time on the phone), but now I have two bills from AT&T!!! One of them for the modem they had sent by mistake and which, I returned without using. This just reinforces my earlier remarks.
12/26: Update: I called up AT&T and after a 30 minute call; the bill for the returned modem has been set right. By the way, the lady on the phone was trying to sell me wireless phone services while she was working on the bill thing. I did let her know that I will be without a phone rather that is with AT&T, for anything!!! I did not have the energy to talk about the shipping charge on my bill... was too exhausted after the 30 min it took AT&T to set right a mistake they made. :-)
1/11: Guess what... I again got a bill for the cancelled account. AT&T sucks man.. real bad... after holding on another 15 minutes I got across to representative who says that it is my fault that I got the bill!!! After shouting at the rep for 10 minutes things started getting across to the rep. She tells me that there is a credit that will be done in my account which will take care of the bill I got. Though this is good news... I somehow do not feel relieved right now considering my past experience. Could be possible that I get another bill from them!!! AT&T sucks.. big time!!!
After posting a review, stating cellphone numbers would be published to telemarketers, I was informed this has been rumored on Snoops.com for some time now. I was not aware of it, and we were sent an email throughout our company informing us of this. Stating today was the deadline. I don't want to mis-inform anyone, I went on Snoops.com and found some info...I also found the following on the FTC website:
April 15, 2005
The Truth about Cell Phones and the National Do Not Call Registry
If you've received an e-mail telling you that your cell phone is about to be assaulted by telemarketing calls as a result of a new cell phone number database, rest assured that this is not the case. Telemarketing to cell phone numbers has always been illegal in most cases and will continue to be so. In response to recent e-mail campaigns urging consumers to place their cell phone numbers on the National Do Not Call Registry, the Federal Trade Commission and Federal Communications Commission issue this advisory to give consumers the facts.
One e-mail making the rounds says:
"JUST A REMINDER...In a few weeks, cell phone numbers are being released to telemarketing companies and you will start to receive sale calls. YOU WILL BE CHARGED FOR THESE CALLS... To prevent this, call the following number from your cell phone: 888/382-1222. It is the National DO NOT CALL list. It will only take a minute of your time. It blocks your number for five (5) years. PASS THIS ON TO ALL YOUR FRIENDS..."
Another version claims:
"The Federal Trade Commission has set up a "do not call" list. It is called a cell phone registry. To be included on the "do not call" list, you must call from the number you wish to register."
Here's what you need to know about the National Do Not Call Registry program:
FCC regulations prohibit telemarketers from using automated dialers to call cell phone numbers. Automated dialers are standard in the industry, so most telemarketers are barred from calling consumers on their cell phones without their consent.
The federal government does not maintain a national cell phone registry. Personal cell phone users have always been able to add their numbers to the National Do Not Call Registry â the same Registry consumers used to register their land lines â either online at www.donotcall.gov or by calling toll-free 1-888-382-1222 from the telephone number they wish to register. Registrations become effective within 31 days of signing up and are active for five years. There is no cut-off date or deadline for registrations.
Business-to-business calls are not covered under the Registry.
For More Information
To learn more about the National Do Not Call Registry and the rules that enforce it, visit the FTC at www.ftc.gov or the FCC at www.fcc.gov. For more information about a planned "wireless 411" directory, visit http://www.qsent.com/wireless411/index.shtml.
The FTC works for the consumer to prevent fraudulent, deceptive, and unfair business practices in the marketplace and to provide information to help consumers spot, stop, and avoid them. To file a complaint in English or Spanish (bilingual counselors are available to take complaints), or to get free information on any of 150 consumer topics, call toll-free, 1-877-FTC-HELP (1-877-382-4357), or use the complaint form at www.ftc.gov. The FTC enters Internet, telemarketing, identity theft, and other fraud-related complaints into Consumer Sentinel, a secure, online database available to hundreds of civil and criminal law enforcement agencies in the U.S. and abroad.
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MINNESOTA -- I did not pay my bill for two months - which is totally my error. However, I have been a customer for over 10 years and not particularly satisfied with the phone service but too busy to change systems. My daughter happens to be in Russia with no phone service and I called AT&T, offered to pay 1/2 of my bill and the other half on Wednesday this coming week to restore service because I do not want my daughter in another country alone with no phone service.
I was told that they were sorry but they could not accept a partial payment. I asked if they could simply restore her service. That would be enough.....again no. I wish I was surprised but I am not. I don't think for a moment that AT&T has a corporate conscious and this is one of those circumstances when they should have made an exception. I have put up with so much over the past 10 years with poor service, dropped calls and now this. I am moving to Verizon after next Wednesday when I pay my bill in full and I would suggest that none of us support AT&T. I did write to consumer affairs.
DEER PARK, ILLINOIS -- I went in to the AT&T store at 21690 W Long Grove Road, Deer Park, IL 60010 and registered myself in the waiting list. I was the second person in line, and after the person before me was helped. I noticed that my name dropped to the second place again. Upon asking "Sabine", why I was moved to the second spot, Justin, the Retail Sales Manager at AT&T decides to throw me out of the store. He also gives me a lecture on HOW TO DEAL WITH THINGS IN LIFE... Absolutely rude individuals work at AT&T. Would never do business with them, ever again.. All my business goes to TMOBILE or VERIZON.
HENDERSONVILLE, NORTH CAROLINA -- Number one they lied to me about the terms.
Number two, it took 3 months for them to get the billing address correct and then they still continued to use the wrong address on occasion.
Number three, the tech representative (I think in the Phillipines) was condescending when I didn't pick up on some obscure nuance in their system that I had no way of ever knowing.
Number four when I asked to speak to a higher up I was never contacted even though I was promised a return call within 48 hours.
In essence, they have learned nothing from the customer service revolution of the past 30 years.
Reason I terminated my service? The bandwidth was so low on occasion I couldn't download a 1 meg photo via email. Forget streaming with their DSL.
A loser company if I ever met one. Never again.
PHILADELPHIA, PENNSYLVANIA -- A T and T is a joke. Do not go for their new one year upgrade plan. It will end up costing you over triple the money it would have cost had you went with the conventional two-year upgrade program.. They say pay an extra 32 a month and get a new upgrade every year .. Totally false . The actual charges for an I Phone 5s is $700.00 and when you come back after the first year you have to turn it in instead of keeping it as a spare ... If you are stupid enough to enter into any kind of contract with this provider, stick with the two-year agreement.
Their customer service is absolutely horrible and they tried to enter me into an agreement which would have cost me more money had I entered into it.