AT&T Customer Service Issues

I have been using your premier fiber optic internet service for over six months, and overall, I have been impressed. However, when it crashes, it becomes frustrating. This morning, my Xbox, which is usually connected via ethernet to my U-verse modem, was unable to connect. I checked my other devices like my laptop and phone and found they were also down. After resetting the modem a few times, the issue persisted. Eventually, I called customer service, and although the representatives were helpful and professional, I was disappointed that the only solution offered was an additional fee for "advanced technical service." As a paying customer for your premium service, it is frustrating to be asked to pay extra for basic connectivity. The issue lies with corporate training and scripts provided to representatives, not their professionalism. After 45 minutes on the phone, I felt compelled to consider switching to another provider.

I recently became a customer of AT&T and had an installation in December which has been nothing but trouble. I have contacted customer service over 12 times and had technicians visit my home 6 times due to the sloppy installation. The technician complained about the difficulty of the job and I have not been receiving the internet speed I paid for. This has caused issues with watching my shows and my home security system has been disrupted multiple times. I am left with no choice but to cancel my service as dealing with these problems has become overwhelming. I will be seeking services from another company. I am concerned about the cancellation fee but given the poor service, I believe it is unjust to charge me for it. I would appreciate a response regarding this matter. Thank you. Sincerely, A. Smith

This evening, two representatives from AT&T came to my door. They tried to open my storm door, shook it violently when it didn’t open, then proceeded to ring the doorbell incessantly and pound on my door. I could hear them outside but couldn't see them. As a woman living alone, this was terrifying. Unfortunately, this isn't the first time solicitors have acted this way at my door. I hope AT&T can train their representatives to understand that excessive doorbell ringing and pounding is unnecessary. Such behavior is alarming and soured our interaction.

I am experiencing issues with the Fox TV channel. I rely on Fox for many of my shows, and Directv seems to be failing to provide this network as part of the service I pay for. I received a torn antenna (Local Channel Connector) from Directv and am hesitant to install it myself as it was damaged. I feel frustrated paying for a high-tech TV service that is now dependent on an antenna due to conflicts between Directv and Fox. I have physical limitations due to a leg injury, making it difficult to set up such equipment behind my large TV. I am considering switching providers if Directv cannot offer the channels without requiring manual installation. I am unsure whether to wait for assistance or take matters into my own hands. Your prompt clarification on the situation would be greatly appreciated.

I contacted Directv today to cancel my service and have experienced significant confusion. I have spoken to four different representatives who all gave me conflicting instructions regarding returning the equipment. Despite cancelling today and having new service with another company, I was informed that I must pay until April 7th. I was not aware that AT&T does not prorate bills and was never notified about this change. I have kept records of all bills and emails. My account number is [redacted]. I am requesting my bill to be prorated until March 20, [redacted]. Additionally, my bill due date has been consistently on the 28th of the month for the past two years. However, last month it was due on March 1st, and now the upcoming bill is due on March 30th. I did not request this change and am puzzled as to why it occurred without my consent.

Since 3/16, I have spoken with more than a dozen AT&T employees spanning 10 hours attempting to unlock a phone that I own. I appreciate your efforts to unlock your AT&T mobile device. Unfortunately, I received a message stating that the IMEI provided is not a valid AT&T IMEI. Please verify your device has an AT&T logo, indicating compatibility with the AT&T network, and confirm the 15-digit IMEI by dialing *#06# on your keypad or by checking Settings > General > About on your device. For further inquiries about AT&T wireless services or other mobile devices, please visit att.com. Thank you for your attention to this matter. Sincerely, [redacted]

On February 18th, [redacted], I met with Austin O. at Walmart in Phoenix, Arizona. He presented me with the Direct TV Choice package at $45.00 a month for 12 months with over [redacted] channels. However, on March 19th, [redacted], I received notification that 22 channels would be removed, which was not part of the initial agreement. When I contacted to cancel, I was informed I would need to pay $[redacted].00 to cancel, in addition to my bill. I had only been a DTV subscriber for less than a month, and I was also promised a gift card upon signing up. The customer service experience has been disappointing, and I believe I should not be charged $[redacted].00 to cancel, as DTV did not uphold the agreement. I am requesting the first month of service to be free as a resolution to this issue. I hope for a fair resolution to this matter. Thank you, Wanda Dudley.

For the past two weeks, I've been attempting to upgrade my internet speed. Unfortunately, my recent experiences have been extremely frustrating. In the last two days, I've faced being hung up on, enduring lengthy hold times, and ultimately being transferred only to have the calls disconnected. Today, after being transferred to another department, I was left waiting for 30 minutes before the call abruptly ended without a resolution. Despite being assured that they had my phone number in case of disconnection, no one reached out to assist me further. This is my second attempt within two months, and the same issues persist, leaving me feeling incredulous and upset.

I am requesting a refund of the service charge to restore the fiber optic reception to my home. The alarm on the fiber optic box indicated this was a system problem, as it had been twice before. The technician never mentioned otherwise, which I would have disputed at the time. When the fiber optic cables were installed, I was promised reliable and faster service. Later, when the service was connected to a box inside the house, I was instructed to call ATT immediately when the red alarm light came on. Each time I called for service, I was reassured there would be no charge unless the fault was with my equipment. The technician would let me know so I could decline service. I had to wait 5 days for an appointment the first time, and no refund was offered for lost usage. The tech was in contact with a supervisor during the third outage. Despite my computer being offline, the tech claimed to find a justification to charge me. I believe this charge is unjustified and request a refund or credit for Account [redacted]37 for the $[redacted].74 dispatch fee charged on February 9, [redacted].

I have subscribed to the Passport International plan for $60 a month while staying in the UK. However, I have noticed that my bill is higher than expected due to network switching from AT&T to EE without warning, leading to potential extra charges. This situation is quite frustrating. I am attempting to review my bill online without success. Every method I try, such as signing in online or using live chat, requires an extra security step of sending a code by text to the correct phone number listed, but I never receive the text. When I call the provided AT&T phone number at 1-[redacted], it prompts me for a passcode that I do not recall setting up. Before making a payment, I would like to understand why my bill is elevated. Could you please provide guidance on accessing my account online and address the network switching issue with AT&T? Thank you, M. Dockery Account # [redacted]85

Regarding Complaint with AT&T Services Back in January [redacted], after exploring various phone offers, I visited the Plymouth, MA store and found AT&T's deals not competitive. I was then directed to contact customer loyalty for further support. I spoke to a representative who initially seemed helpful, offering discounted iPhones and a plan upgrade. However, my bill for February didn't reflect the agreed-upon amount, leading to a series of frustrating calls with both foreign and domestic representatives. Despite the back and forth, my bill continued to rise and unsatisfactory explanations were given, making me feel mistreated as a customer. I am dismayed by the lack of clarity and the feeling of being misled into a contract without full knowledge of the financial implications. I request that AT&T honors the original agreement of unlimited talk, text, and data at the agreed-upon cost, or revert my plan to its previous state. This experience has caused undue stress and wasted time, and I expect appropriate compensation for the inconvenience caused. If necessary, I will pursue legal action, therefore, kindly provide me with the appropriate contact information for your legal representative in Massachusetts.

In January [redacted], when faced with competitive offers from other providers, I visited the Plymouth, MA store for a better deal. After contacting customer loyalty, a positive and helpful representative offered me an upgrade with two iPhone XR's and an unlimited plan for a slightly increased monthly cost. However, my February bill was over $58 higher than agreed upon. After a confusing call with a foreign representative, my plan was reverted, but my bill increased to $[redacted].42. Upon reaching an in-country representative, I learned about a $40 monthly increase for a 2-year contract not previously disclosed. Moreover, my data plan was reduced to 3GB from the original 6GB without my consent. Feeling misled, I am requesting AT&T to honor the initial offer of unlimited talk, text, and data for $[redacted].37 monthly or reinstate my 6GB plan. I expect proper compensation for the time and effort spent on resolving this issue. If not resolved, I will seek legal recourse in Massachusetts.

Subject: Concerns with Recent Billing and Plan Changes To Whom It May Concern, I wanted to share my recent experience with AT&T regarding changes to my plan and billing. In January [redacted], after researching competitive offers, I visited the Plymouth, MA store and found the offers to be non-competitive. Seeking assistance, I contacted customer loyalty and was initially pleased with the representative's help in discussing various options. However, the final outcome did not align with what was agreed upon during our conversation, resulting in unexpected billing increases in February. Upon calling customer service, I encountered some difficulties communicating, but eventually, it was clarified that the upgrades did not match the promised costs. I was offered a two-year contract without prior disclosure of the associated costs, which significantly raised my monthly bill. Furthermore, I was pushed from my existing 6GB plan to a 3GB plan without consent. I respectfully request that my account be adjusted to reflect the initially agreed-upon terms or, at a minimum, revert to my prior plan. I also seek proper compensation for the time and effort spent in resolving this issue. If unresolved, I may need to seek legal advice, hence requesting the appropriate contact for legal inquiries in Massachusetts. Thank you for your attention to this matter. Sincerely, [Initials]

I have been an AT&T cell phone customer for many years and decided to switch to their new fiber optic internet service. Upon calling on February 12, [redacted], a representative informed me that we would receive [redacted] Mbps for $40 per month as existing customers, along with $[redacted] in reward cards. An installation was scheduled for February 15. However, on the day of installation, after contacting support multiple times, it was revealed no one was scheduled to set up the service. It was eventually installed on February 20, and we only received $[redacted] in rewards despite being promised $[redacted]. Despite multiple calls and assurances of the remaining $[redacted], I was informed today that no such reward existed. I feel disappointed in the poor customer service received during this experience, as I have encountered excellent service with their cell phone division. The lack of follow-through and conflicting information has made me regret choosing AT&T for internet. - K. Badgley

In January, I requested to bundle my services at my new address but only got Direct TV installed, missing the internet and home phone. Dealing with this company for the past two months has been frustrating, facing numerous problems, the most upsetting being stood up by technicians on five occasions. My account has been mismanaged, and the AT&T employees I've spoken to have not been helpful in resolving these issues. Many people in my community have also had negative experiences with AT&T. I've tried to stay loyal, but the poor treatment has soured my opinion. I'm not interested in a generic response; I want a real solution, as do others in my neighborhood who have faced similar problems. AT&T may be a big company, but the issues faced by customers like me highlight a significant problem they need to address.

We were promised a $[redacted] gift card when we transferred our uverse and internet services to our new home in October [redacted]. Despite being informed it would arrive in about 3 weeks when I called in January, we have not received it. Today, 3/21/19, when I followed up on the reward, I was told we wouldn't be getting it. This is extremely disappointing. It feels like false promises are being made to customers. Where is our reward? Is there a possibility an employee mishandled it? It's disheartening to experience this after being loyal customers. Such actions feel like a scam and truly reflect poorly on your company's integrity. Please ensure that incentives are honored and not kept by staff members.

Hello, my name is Elizabeth Jackson. I have been a DirecTV customer since August [redacted]. I initially tried DirecTV Now based on a recommendation but switched back to DirecTV. However, I continued to be charged for both services despite being informed that DirecTV Now would be canceled. After discovering the ongoing charges, I had to cancel my card to stop them. Following numerous calls, Kimberly advised me to cancel DirecTV Now online, which I was not previously informed about. I spoke with Bella who promised a refund for the overcharges, and now Kenny states I will only receive one month refund of $70 due to the delayed cancellation. I am disappointed by the misinformation provided and the inconvenience caused by the agents. My DirecTV Now account is under the email Jalynnjacobs64@[redacted]. I urgently request a call back and a detailed explanation for the discrepancy in the refund amount. I can be contacted at [redacted].

Hello, this marks my fourth month trying to reach out to ATT through various channels regarding my consistently overcharged bills. Each time I contact them, they assure me that the issue will be resolved for the next month, but my anxiety grows as I await each new bill, uncertain of the amount I'll be charged. Contacting ATT by phone proves to be a challenging task, involving lengthy wait times and repetitive explanations of the problem. This treatment is unjust and frustrating. I hope for a resolution as I am billed twice each month, erroneously marked as late payment, despite my consistent early payment history over the past 8 years as an ATT customer. If this matter remains unresolved, I may consider discontinuing my service due to the stress it causes. Please review my billing history from December [redacted] onwards to observe the persistent overcharging by ATT. In the past, my monthly payment was approximately $[redacted] due to phone installments, which have since been paid off, but I now face bills exceeding this amount. Thank you.

I am experiencing ongoing issues with my AT&T DSL service. Despite multiple trouble tickets submitted in the past month due to recurring outages with my phone and internet service, the problem persists. This is unacceptable considering the significant monthly bill I pay for combined services. The lack of communication and resolution from AT&T is extremely frustrating. Due to these ongoing problems, I am considering switching to a satellite internet provider. The inability to reach customer service during early hours compounds the issue. I urge AT&T to address these service failures promptly before losing my business. For any necessary follow-up, I can be reached at [redacted] or [redacted]

I recently received my March bill for U-Verse and internet which totaled $[redacted]. Although I understand that my promotional period has ended, I contacted your staff to inquire about other available promotions. I value AT&T's services, but paying $[redacted] per month is not feasible for me. Xfinity has offered me a plan for $79 a month for two years. I am disappointed that I am unable to access another promotion with AT&T. It appears that my loyalty as a customer is not being recognized. In order to continue using AT&T, I would require a new promotion. Otherwise, I may have to switch to Xfinity.