AT&T Customer Service Issues

Hello, I recently contacted customer service regarding my wifi issues and was informed that a technician needed to visit. An appointment was scheduled for a week later, which I found to be unsatisfactory. The representative suggested installing fiber for better service, so I agreed. I had two appointments - one for wifi repair and the other for fiber installation. Unfortunately, my first appointment was unexpectedly canceled, and subsequent appointments were also canceled due to system limitations on scheduling multiple slots. Despite escalating the issue to management, there was no resolution. I was alarmed by the lack of awareness among AT&T representatives about scheduling constraints. I hope for improved training moving forward and would appreciate a response to this feedback. While the customer service has been disappointing, I must commend the technician who resolved my wifi problem diligently. I am considering switching providers due to the recurring issues. I don't fault the call center representatives as they are not adequately trained, placing the blame on management, even up to the CEO level.

I recently bought an unlocked Samsung 9 but was told it doesn't support wifi calling due to the Microcell issue. Is there a way to update the firmware to add this feature, even if it means paying a fee? My AT&T Microcell worked fine with my Mediacom internet until the modem was replaced. The new Technicolor modem has caused the Microcell to stop working, despite attempts to fix it with the provider. AT&T has been unable to find any network problems. I rely on the Microcell due to poor signal in my area. Any assistance would be much appreciated. Thank you, LV

I ordered new DIRECTV service three weeks ago. I waited a week for the installation, but when I called to check on it, I was informed that the order had been canceled. I had to place the order again. Despite scheduling the appointment for 12-4 pm, at 4 pm, I received a call saying the technician was unable to install the service due to a lack of equipment. After rescheduling for today, I called to confirm, only to find out it was canceled yet again. I am frustrated. Today, I have spent three hours trying to resolve this issue, getting hung up on twice and continually having to repeat the same information to tech support with no progress on getting my service installed.

AT&T has deducted nearly $[redacted] from my account and disconnected my service claiming I owe nearly $[redacted] on account number [redacted]0. Despite numerous calls and dispute letters over the past two years, there has been no resolution. In [redacted], a DIRECT TV technician visited my home but couldn't install the service due to the location, yet I was still charged monthly. I switched to Spectrum then moved in [redacted], unable to use DIRECT TV or AT&T due to the wooded area. I'm willing to pay my bills but not for services I never received. There is no signed contract or activity on the boxes they're billing me for. I've been loyal to AT&T, yet my service ([redacted], password [redacted]) was cancelled due to DIRECT TV's unprofessionalism. This issue lies with the technician, not me. The account should be cleared, or legal action may be necessary. I need this resolved with the technician who failed to provide the service as I never used it.

In May [redacted], I switched from AT&T U-verse TV and Internet to DirecTV & Internet. The customer service agent did not inform me that AT&T no longer prorates, resulting in double billing for both services. My new package was meant to include both DirecTV and Internet for $80 per month, but it was set up incorrectly with separate accounts. Premium channels were added without my consent, and billing discrepancies were not resolved despite multiple calls. I decided not to pay the September bill due to the prolonged overcharging issues.

I reconnected as a loyal customer after leaving and was told by customer loyalty that I had 59 days to return without penalties. Within 28 days, my bill was unexpectedly four times higher. After some discussion, I was told to pay for two bills, not one as initially promised. After expressing my concerns, my case was deleted, and my service got suspended multiple times despite promises made. I have faced difficulties trying to settle the $[redacted] bill and encountered frustrating customer service with no resolution. Additionally, the buy one get one free deal I signed up for on phones has caused further issues, as paying off the phones seems to complicate matters due to contractual reasons. This situation has been ongoing and challenging every month with no clear solution in sight.

Hello, my name is Jessica. I have an auto-pay AT&T account that I need to cancel because I am currently outside the United States and cannot use my AT&T SIM card anymore. I have tried to cancel online, but I'm unable to as I require a password to log in, and I cannot receive the email with the password due to a lack of network access. I also attempted to use the app but encountered an issue when asked for my billing zip code, which I do not know. I obtained the SIM card in Juneau, Alaska on June 18th, [redacted]. My phone number is [redacted]. I kindly request assistance in ending my auto-pay subscription promptly. Thank you for your help. Jessica M.

Good morning, I'm starting off straightforwardly with my issue. I am frustrated with the service provided by AT&T in regards to my fiber optic wire installation. My name is Cleveland Womack, and my address is [redacted] Greenside Court, Lafayette, LA 70[redacted]. The PIN associated with my account is either [redacted] or [redacted], and my account number is [redacted]01. You can reach me on my cell phone at [redacted]. I have been waiting for months for AT&T to bury my fiber optic wire despite setting up appointments. Unfortunately, my neighbors who requested the service after me have already had their wire buried. Today, the gardener accidentally cut the exposed fiber optic wire. I urgently require the following: 1) Replacement of the damaged fiber optic wire. 2) Burying of the new wire. Thank you.

I filed an insurance claim with your company, and the replacement phone I received was faulty from the start. Despite visiting multiple stores in an attempt to fix it, nothing worked. I was wrongly advised to return the phone in its original box and now I am out of my $[redacted] copay with no replacement phone. I had to seek help from another company to repair my original phone. I have been a loyal customer of AT&T for years, paying a significant amount every month for two wireless phones. The whole experience with the customer service has been disappointing and a waste of money.

In [redacted], my account, equipment, and services were transferred to someone else who was making payments and using everything. The cellular provider was informed and given the new user's details, but they refused and still put inaccurate charges on my credit report, impacting my credit scores without trying to collect from the actual user.

I was informed that I had a one-month trial period to add a new service without being charged if I decided to cancel. I recently added the Internet 25 & U-verse TV bundle package but discovered that the TV service cannot reach the room I need. Now, to cancel the TV service, the internet charge will increase from $40/month to $60/month, making it unappealing for the speed offered. Since I cannot get any promotional pricing for internet service, I am considering canceling everything. However, when I reached out to the agent, I was surprised to hear about an early termination fee. This contradicts what I was initially told about not being charged for anything when adding a service. It feels like a misleading tactic to entice customers to sign up for new services.

In [redacted], I switched from Cox to AT&T. My bill for internet and DirecTV was about $[redacted] per month. For the first two years, I paid my bill at the AT&T store. Recently, an employee mistakenly applied my payment to the wrong account, causing my internet service to be disconnected. Despite me paying for DirecTV, my internet remained off. I've attempted to pay, but the system shows my account as closed. Now my bill is over $[redacted], and my service is off. I've contacted customer service numerous times, but haven't had any luck. The representatives have been unhelpful and rude. I desperately need assistance with this issue. Thank you.

I visited my local store for a phone upgrade and encountered an issue with data transfer. Unfortunately, after the transaction, I was informed about my failed backup. I asked to contact customer service but faced unhelpful responses from the salesperson and their manager. I spent over an hour on the phone with customer service representatives Keisha and Heather. I was also charged $45 for this service. As a long-time customer, I am now switching to Verizon due to this experience. I believe it is important to share that your service and products are not aligned well. I hope for an apology, a solution to save my data, and a refund.

Subject: Phone Service Issue I am facing a recurring problem with my phone service for the past 10 years, particularly after storms. Currently, my phone line has been out for 1 1/2 weeks, rendering me unable to make or receive calls, even on my cell phone due to poor reception. Despite previous complaints, the tight phone line leading into my house has not been fixed with no slack or drop/loop for expansion. The recent storm caused severe crackling noises, then complete loss of service with an error message "line in use." Currently, I can't make outgoing calls and incoming calls are intermittent. I believe the internal wire connection might be broken and needs replacement. Kindly assist in fixing or replacing the service wires from the pole to my house. Best regards, Ward J. Email: [redacted]

My landline service was interrupted on October 1st, [redacted]. Previously, I used to receive one bill for both my landline and D-TV services from AT&T. However, there was a recent change, and I haven't received a bill for my landline since then. Typically, I receive a call before my service is disconnected, allowing me to make payment arrangements. Unfortunately, I missed making arrangements by one day, and now I can't have my service restored until the full bill is paid. When I requested to speak to a supervisor on October 1st at 11 am, I was told they were all at lunch, which seems unusual if there are only a few supervisors available. The male representatives have been helpful, but some of the female reps have been rude. Despite AT&T's slogan thanking customers for being the best part of their service, I don't feel like I'm being treated that way. After being a customer for over 20 years, I am disappointed and considering ending my relationship with AT&T. An unsatisfied long-time customer.

We have been loyal customers for over two decades. Recently, we discovered a $65 credit on our cell phone bill that we never received. After contacting customer service, we were informed that a check was issued and cashed, but we never received it. We find it unfair that when our payment was delayed, we were held accountable, but now that we are owed money, the responsibility seems to shift. We are dismayed by the lack of accountability from ATT regarding this matter. We kindly request that our refund be reissued promptly as we have not received the money owed to us.

Around a month ago, my mother's landline at [redacted] Berwick Cassels Road, Gloster, MS [redacted], was damaged by lightning strike. Even after assurances of a prompt repair, the line is still dead, leaving her without phone service, reachable at [redacted]. I was let down after being told this wouldn't happen. To ensure my mother had a means of communication, I had to get her a new cell phone. It's disheartening to see the lack of concern from your company. Mrs. Dixon really needs her home phone back. Your assistance would be greatly appreciated. Thank you. Lori F.

Regarding the conversations I had with your customer service, I am still awaiting the $[redacted].00 credit promised to my account. Please process this without further delay. Thank you. - Carlos A. Gomez - Phone [redacted] Mobile [redacted] - Email: [redacted]

On August 20, [redacted], I participated in the iPhone Promotion from your company, where I bought one iPhone and was supposed to get the second one for free. The sales representative informed me that I needed to purchase a 3rd line to be eligible for the promotion, which I did. After noticing that I have been charged for the second phone, I contacted customer service. Upon reviewing their records, they informed me that at the time of the promotion, having DirecTV was a requirement, which was not communicated to me by the representative during the promotion sign-up on August 20, [redacted]. My concern arises from the fact that I would not have bought two iPhones without the promotion, the 3rd line has no usage, and there seems to be no documentation of my initial discussion with the representative about the promotion. I am seeking credit for the purchase of the 2nd iPhone from 8/21/18 onwards or requesting that the 3rd line be disconnected with a credit effective from 8/21/18. Thank you, Randy C. Acct # [redacted]27

I lost my phone in May and filed a claim with Assurion. I located my original phone and returned the replacement received in early June. Despite this, I was charged $[redacted], which has not been refunded. In August, my phone broke again, and I filed another claim with Assurion, resulting in a charge of $[redacted]. I've been informed that I have been canceled due to two claims within a 12-month period. I have been struggling to get the insurance reinstated, encountering unhelpful customer service representatives. The back and forth between Assurion and AT&T has been frustrating and time-consuming. I am requesting the removal of the additional insurance charge from my current invoice. It is concerning that credits take 2-3 months to process while charges are immediate. I am willing to accept the $[redacted] charge rather than contact the customer service center again, as they have been unable to resolve the issue.