AT&T
Reviews and Complaints

Tv and internet fine; no dial tone on phone. Tv troubleshooting reboot unsuccessful. Customer Service (Joyce) tested & said defective modem & new one to ship for arrival tomorrow; customer must install and drop off old one at UPS. Find we pay for in-home service & called to advise; recording said we scheduled tomorrow for technician visit - WHAT? Live person said NO and could not send tech for 4 days; talk to Loyalty (disconnected during transfer & had to call AGAIN) who said nothing could be done & try Repair (again disconnected first) which said nothing could be done because modem had shipped (one-half hour since first call). Pointing out the several versions presented, was promised that supervisor (Howard) would call in next 60 minutes; call from AT&T rang once & hung up with my call to listed number found to be non-working number - guess that Howard did his job and called! No further word while text message said that modem was shipped.
If customer installation fails, should customer call U-verse (2-1/2 hours today) or just phone Comcast? UNBELIEVABLE!

my DirectTV doesn't work well, and I called them to fix it, they said they will send a someone to fix it for free. but after a month, my bill contains one time $99.00 charge.
then I called them, the boy checked the note and told he cannot find anything about the "Free", so cannot credit me back, but told me his boss will contact me. but never.

Then I chat with them, her is the detail:
AT&T: Hi, I'm AT&T's automated virtual assistant. How can I help you today?
Jiahui: HI
AT&T:
Good Afternoon!
Jiahui: Good afternoon
AT&T:
Good Afternoon!
Jiahui: This is jiahui Sun
AT&T:
Hmmm. Could you rephrase your question? Virtual Assistants understand simple questions best.
Jiahui: I got a onetime charge $99 which shouldnot
AT&T:
So I can assist you further, please select a product I can help you with:
• Wireless
• AT&T Internet
• U-verse TV
• DIRECTV
• DSL
• AT&T Digital Phone
• Other

Jiahui: DIRECTV
AT&T:
Got it. Please tell us your first name.
Jiahui: Jiahui
AT&T:
Thank you, Jiahui. You will now be connected to a specialist for account support.
We are now transferring you to a live agent.
Agent Juan enters chat
Juan: Hi! My name is Juan. I'm happy to help! Let's get started.
Juan: Hello Jiahui
Jiahui: Hi Juan
Juan: Hello :D
Juan: Please give me a moment to review your request.
Jiahui: One-time chargeOne-time charge Jun 19
Jiahui: $99
Jiahui: it should be free
Juan: I am sorry to see that you was charged this
Juan: Is this regarding the Directv portion/
Juan: ?
Jiahui: yes
Juan: I can help you with that Jiahui
Juan: While I open your account
Juan: May I have a contact number so that we may reach you via phone or text with information about your AT&T services?
Jiahui: there is issue on the receiver, so I call ATT, and she she will send someone to take look for free, but now you charge me $99 +tax
Jiahui: [protected]
Juan: Thank you for sharing that information with me!
Juan: Jiahui can you tell me when was you told that it would be free?
Jiahui: last month when I call direct tv (ATT), the rep told merep
Juan: Thank you.
Juan: Allow me 3 minutes to look into this.
Jiahui: ok
Juan: Appreciate it1
Juan: !**
Jiahui: no problem
Juan: Thank you.
Juan: Jiahui I was checking within the notes, I am having trouble looking into the promise
Jiahui: I don't think he/she put note there
Juan: Do you know the estimate date when you had the interaction ?
Jiahui: I think I made a phone call on the week of jun 10 -16, and she send a guy to my home on jun 19
Jiahui: and promised me there will no charge for that
Juan: Jaihui thank you for cooperating with me, I am going to go an check deeply into this for you
Jiahui: ok
Juan: Thank you very much!
Jiahui: for sure I wouldn't accept a $99.00 charge if she told me in the call.
Jiahui: nobody will do
Juan: I understand Jiahui, , I am doing everything possible to look into this for you
Juan: Was the lady from the tech department when she informed you this. correct?
Jiahui: cannot remember that clear, but I would like think so
Juan: Not a problem!
Juan: Let me carry on working on this for you
Jiahui: Thank you sir!
Juan: You are very welcome.
Juan: Jiahui, I am able to see that tech offered this to you
Juan: I am going to connect you to them
Jiahui: cool
Juan has left the chat
You are being transferred, please hold...
Agent Kathryn enters chat
Kathryn: Hello, my name is Kathryn. Thank you for contacting AT&T about your DIRECTV service. I'll be happy to assist you today. Give me a moment to review your request.
Jiahui: ok
Jiahui: thank you
Kathryn: Thank you for waiting :)
Kathryn: Jiahui, I understand that you have been charged $99 incorrectly. Am I right ?
Jiahui: right
Kathryn: Thank you for confirming.
Kathryn: I apologize for the inconvenience you have experienced.
Kathryn: I can help you with that !
Kathryn: Meanwhile, Is [protected] a good contact number so that we may reach you via phone or text with information about your AT&T services?
Jiahui: yes
Jiahui: thak you
Kathryn: Thank you for confirming.
Jiahui: thank
Kathryn: Please allow me a couple of minutes to pull up your record.
Jiahui: ok
Kathryn: Thank you :)
Kathryn: Thank you for waiting, I truly appreciate your patience.
Kathryn: I have added the detailed notes on your file from my end and forwarded to the billing team at higher priority so that it will be checked and your account will be credited with the charge of $99, and you will get the confirmation call from the billing team once it is done.
Kathryn: Would that be fine with you ?
Jiahui: cool, so I will get $99 +tax credit back
Jiahui: when?
Kathryn: Yes you are right, Jiahui. You will receive the call within 24-48 hours.
Jiahui: ok
Jiahui: but can they also send me an email?
Kathryn: Sure, Jiahui. The email will be sent immediately once the credit have been issued.
Jiahui: cool
Jiahui: Thank you
Kathryn: You're welcome :)
Kathryn: Thank you so much for your patience and understanding.
Jiahui: have a good night!
Kathryn: Just to recap, you have reached us for the wrong charge issue and I have raised the request to the billing team.
Kathryn: Is there anything else I can help you with? I'd be glad to assist.
Jiahui: yes
Jiahui: I have the weather channel, but it seems like don't know my location, so there is not much local weather information. is there something you or I can do?
Kathryn: Yes, Jiahui. This should be escalated to the broadcaster team, so that they will check the channel and will fix this for you.
Jiahui: will you tell them or I need to contact them?
Kathryn: I will do it from my end on behalf of you :)
Jiahui: cool, thank you very much
Kathryn: You're welcome :)
Kathryn: I really appreciate you giving me as much time as you have today.
Kathryn: Is there anything else I can assist you with today?
Jiahui: That's it. Thank you
Kathryn: It has been my pleasure chatting with you today.
Kathryn: Have a great night :)
Kathryn: Thank you for choosing DIRECTV, we appreciate your business.
Jiahui: you too
Kathryn: Thank you :)

but after 3 days, nobody called me and no credit back.

I changed my service after bill was raised again. Customer Service told me internet speed would not change. It slowed considerably. I again called customer service told her partculars...everytime I asked her if my internet speed changed she went off on something else. This happened 4 times. I finally asked her for a supervisor, put me on hold then came back & said no supervisors were available. She offered to have a supervisor call me. It has been 3.5 week, I am still waiting. Can't imagine what they will try if ATT & TW merge...

My name is Susan Sanders, On June 25 or about that time frame I place an order to transfer my service from 4900 Spencer lakes Dr #1125 to a new apartment in the same complex 4900 Falcon Mill Rd #527. The only date they had available was July 7th for install. Which was after my move. Att set up the transfer and the service call. Bryan with Mastec showed up to install my services. Within 24 hours of that installation service call my services stopped working. I called to report the error message of "not connected to the server." The operator on the phone schedule another service tech to come out for Saturday. She did not clarify that it would be 2 weeks from my call. Which was today July 21st. The service tech showed up stated he could not work on MDunits and left canceling my service call. I have since called 3 times to ATT and talk to, Najesho, Ms Nakisha and Jeff in the phillipines. I was told that someone would call me back twice and also given the sub contractors number to call them directly to try to get someone out to fix my service. No one has called me back as promised. nor did me calling Mastec help. I am tired of trying to get direct tv. I am not sure why this is so complicated. I have been with Att for a very long time and they say I am a "valued customer". I really do not feel that way. I would like to have my current contract voided and credited since your company can not seem to get the services transferred. I have lost time off from work on 2 occasions to meet with installers. I have been without service for over a month and based on today's phone calls I do not see any resolution in site. My services were transferred on June 30. That is the date that I last had service. I should not be charged for the month of July nor should I have to suffer the penalty of breach of contract. Your company has not been able to provide me with service. I do not want to call anymore or deal with this anymore. So please if someone wants to call me great [protected]. Otherwise I will consider my account closed from June 30th and return the equipment next week.

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