AT&T Customer Service Issues

My landline has been out of order for three weeks now. Unfortunately, I have no cell service at home. I contacted AT&T multiple times and had two appointments scheduled. The first appointment was rescheduled earlier, but the issue persisted. The second appointment on November 7, [redacted], between 8-12, was missed by the technician. As a long-time customer, this lack of service is very disappointing and concerning, especially in case of an emergency. I urgently need this matter addressed. If not fixed within a week, I will have to consider canceling my services with AT&T, and I won't be the only one.

I have been an AT&T prepaid phone customer for 2 years. I decided to switch to AT&T Access to reduce my cell bill from $50 to $30 with WiFi services at $10 a month to save money and avoid running out of data. However, since I started using the internet, I could only access the services for 1 or 2 weeks. After several calls to tech support, I was advised to get a new modem. I requested to clear the billing and start fresh with the new modem, but the issue persisted, resulting in my account being suspended and extra charges on my prepaid phone. As I am currently on SSI due to stage 4 liver failure, I cannot afford these charges. I kindly ask for the bill to be cleared, a fresh start, and credit on my prepaid phone at $30 a month from the beginning of using the Access services, without the need for legal action. Please assist me with this matter. Thank you. - CP, Acct# [redacted], [redacted]

To whom it may concern, I am very disappointed with the recent customer service experience I had over the past three days. While not all representatives were unprofessional, some showed disrespect and should not be in a customer-facing role. I was granted a payment extension until Monday, the 11th for my three phones, but shortly after obtaining the extension, AT&T disconnected my phones. This caused me to lose two days of work until I managed to make the payment last night and have my phones reconnected. The supervisor I spoke with on Wednesday at 9 am was extremely disrespectful, and the agent I interacted with last night was unhelpful and did not allow me to speak to a supervisor, choosing instead to disconnect the call. It is concerning to experience lies and deceit from customer service representatives, and I question continuing to do business with a company that allows this behavior. I hope this feedback will prompt action to improve the service provided by your representatives. I expect AT&T to honor any extensions or agreements made in the future. Thank you. Ramiro M. [redacted] ramiromosquera8732@[redacted] [redacted] Hollywood, FL [redacted]

On Sunday, November 10, [redacted], I noticed an AT&T truck outside my neighbor's house. My address is 7 Stone Pine Court, Columbia, SC [redacted], and you can reach me at [redacted]. While I was out shopping, I tried calling home and it went straight to voicemail. My wife informed me that the home phone didn't ring, and she couldn't make outgoing calls. Upon contacting AT&T at 1-[redacted], Miky confirmed our home phone was indeed out and scheduled an appointment for Wednesday, November 13, [redacted], between 10:00 AM and 12:00 PM. My concern is that it seems the AT&T Technician Truck caused the phone outage, but AT&T can only send someone to fix it next Wednesday. I am a satisfied AT&T customer with both their landline and U-verse services. Spectrum Cable TV keeps calling me to bundle services, but I prefer AT&T. It's disappointing that AT&T caused this issue and expects me to wait several days for a solution. Thank you, Bob Cole

I canceled my service, and Don set up a new ATT account that wasn't canceled. I was informed three phones would be added to the new bill without them porting the numbers. After three weeks, I canceled and got double billed for one account. The manager at ATT at Six Corners in Chicago said the numbers couldn't be ported and all had to be charged, creating a new account due to the rep's error. I've been an ATT customer for years. I'm 81 with a heart condition, and my son is physically challenged and in pain. Dealing with this issue took hours in-store and on the phone, with reps blaming us. Despite the stress, Shane eventually helped us resolve the problems without blame or extra charges. The treatment at the Six Corners store lacked care, with the manager even suggesting we fix their mistake. Shane hopefully resolved everything, but the ordeal has me considering switching carriers for better treatment.

I recently upgraded my internet service to a bundle with Direct TV. I encountered issues with a code provided by the first representative to begin streaming before the technician's visit. Subsequent calls to customer service led to frustration due to representatives' lack of knowledge or comprehension, transfers to dead-end extensions, and abrupt responses. Each call left me feeling dissatisfied as it seemed like employees lacked proper training and customer service skills. I believe the company should invest more time in training their staff adequately. I hope my concerns will be addressed, and I suggest reviewing the recorded calls for more insight into my experience. Thank you.

I have an iPhone 8s that has been working perfectly until this morning. Suddenly, I am unable to access the internet even though my phone shows signal bars. Neither LTE nor 4G is appearing, and any internet-reliant apps prompt me to check my connection. I tested my SIM card in two other phones without previous service issues, and they also reported no internet connection with my SIM card. I have historically experienced problems with AT&T. Despite attempting to contact customer service, my phone's service issues prevent me from making calls. After using my mom's phone to reach AT&T customer service, I found the call to be unhelpful. I seek assistance from AT&T to resolve this issue. I can confirm that I have not canceled my plan or missed a payment and have tried various troubleshooting methods to no avail, hence my appeal to AT&T for assistance.

I paid my usual bill amount in August, but the DSL charge was incorrect with unrecognized additional fees causing my service to be disconnected. After contacting customer service, I was informed my internet package had expired. Although the September bill corrected the charges, I questioned the fluctuation and was told it was an error on their end. They assured me it would be rectified within five days, but after a week, my service was still not restored. Subsequent calls only led to frustration and eventually a permanent disconnection of service. Over seven years, paying over $50 monthly for spotty DSL service due to high customer volume, I believe a reimbursement of over $1,[redacted] is owed for the subpar service. I have lodged complaints with FCC, BBB, and the attorney general's office and will not pay any additional charges. If pursued, I will involve legal action. Please provide confirmation of account closure and any outstanding balance credited. The sudden claim of not offering internet service in my area after years of providing it is concerning. The customer service experience was challenging with representatives struggling to address issues adequately. I refuse further payment.

Hello, My account number is [redacted]11. On Sunday, 11.10.19, my internet stopped working. I spoke with an ATT employee who scheduled a repair for Tuesday, 11.12 between noon-4 pm. Despite several assurances, no one showed up. I was then told no one was coming, leaving me without service until Thursday 11.14. I had to use phone data and buy extra gigabytes, leading me to ask for a month's free service to compensate for the inconvenience. Please address this promptly. Thank you, Katie G. [address redacted]

I recently spent over an hour on the phone with various representatives at the Digital Assistance Center trying to update my payment information on my online account. I was eventually told by a supervisor named Alex that I needed to receive a text message to access my account, which I couldn't do because my phone doesn't receive texts. Despite knowing my user ID, password, and PIN, I was unable to view my own information. Alex claimed to be the highest level of support available and stated that no one else could help me, even though there are thousands of employees in that department. After multiple failed attempts to resolve the issue, Alex instructed me to email my complaint to [redacted] He also inexplicably reset my password, even though I knew all my login details. It seems there is a serious disconnect in the customer service process at ATT.

Since having my AT&T service installed, I've encountered monthly issues for the past two years. Despite reporting the problem, the box has never been fixed. As my contract ends in 13 days, I've decided to cancel the service. It appears that AT&T values revenue more than customer satisfaction. I urge someone who genuinely cares about customers to reach out. After being given the run around for two years, I've had enough. I'm tired of wasting time waiting for a resolution to an ongoing problem that should have been resolved a long time ago.

I was supposed to receive a call 6-7 hours ago, but have not heard back. We have been loyal customers for the past few years and wanted to upgrade our internet speed from 5 Mbps to 50 Mbps. We were informed on November 9th that the appointment would be scheduled for November 16 from 9 to 11, but no one showed up. After calling, I was told there should have been a confirmation, which was not mentioned in the voicemail. The representative said she would call back in about an hour, but once again, no follow-up. We are currently without WiFi and it seems we may still be paying for a service we are not even using. I hope we can have this issue resolved promptly. Thank you.

Since August [redacted], I have experienced internet service issues. Initially, I suspected my DSL modem, so I bought a new one. To my surprise, the problem lies with the outside lines. After much waiting, it's been confirmed that the issue is with AT&T's infrastructure, not my modem. I attempted to return the unopened replacement modem, only to discover a strict 14-day return policy at the store. Given the prolonged diagnosis period, I urge AT&T to make an exception and accept the return of the unused DSL modem for a full refund.

Account Number: [redacted] I am Ben access# [redacted]. To whom it may concern, Thank you for reviewing this message. We have been loyal customers since [redacted] at Old Hwy 11 S, Purvis, Mississippi [redacted]. Unfortunately, we have experienced significant disappointment and damages due to our subscription to AT&T U-verse. Initially, we were promised a $40 bill, but recently I had to pay $[redacted] to have the service restored. Despite attempts to fix it, the service remained unusable, resulting in two days of lost work. Technicians confirmed irreparable damages and suggested Fixed Wireless as a solution. Now, a bill of $[redacted] has been issued on top of the $[redacted] already paid. I am disputing this bill. If the issue cannot be resolved, I will cancel the Fixed Wireless subscription. I urge you to thoroughly review my account history, technician notes, and the disruptions we faced due to the faulty U-verse service. As a customer, I am eager to pay for the new Fixed Wireless service and enjoy internet connectivity like many others, but I have financial limitations to consider.

My sister-in-law moved in with me and had a key to my PO Box for receiving mail. I discovered a report on my credit from Credance Collection, stating it was for AT&T services, but I have always used Verizon or straight talk. AT&T suggested that I allowed her, Kaylyn B., to use my information. I never permitted this. They mentioned a phone number associated with me that she frequently called for rides, but I had no knowledge of this. I removed her from my home after she stole from me and confronted her about it. I have frozen my Social Security information that she was using and also using my maiden name Boyd without permission, possibly in Dallas, Texas. I refuse to pay a bill for services I did not authorize. I hope there can be an investigation into this matter. It's distressing that AT&T blames me for something I did not do. Kaylyn has moved to Texas after I discovered her theft. With my disabilities, including agoraphobia, I rely on others for help, making me vulnerable to such situations. This issue will be resolved soon, but I seek assistance to prevent further exploitation.

I have not had a satisfactory experience since getting the TV and WiFi services. When I call about issues, my original agreement of no more than $[redacted] per month is not acknowledged or honored, with my bill consistently increasing. Despite an investigation into my charges that revealed nothing wrong, subsequent customer service representatives failed to have the correct information. I have had service interruptions before outstanding issues could be resolved, making communication with the company frustrating. The language barrier with some employees further complicates matters, leaving me feeling like I'm stuck in a cycle of misunderstandings. From having to contact Directv instead of AT&T to my account being wrongly suspended, these ongoing problems are challenging as I try to maintain services on a fixed income, especially considering unexpected events like Hurricane Imelda.

I am concerned about the recurring charges from AT&T for the past two months. Despite multiple phone calls on our end that did not resolve the issues as promised by AT&T, I am now detailing the situation in writing. Due to family commitments and helping my elderly parents, I have traveled to Germany several times this year, with the most recent trip being from September 21st (arrival on the 22nd) to October 5th, [redacted]. On September 21st, I contacted AT&T to add either the P@ssport plan or the $10 daily plan. Although AT&T support assured me it was added, I did not have local service until October 1st. During this time, I only made calls using local Wi-Fi. Despite not using the service, I received notifications of long-distance call charges exceeding $[redacted] and $[redacted], which I disputed with customer service to no avail. Following another trip on October 25th, similar issues occurred with charges and lack of service, resulting in an incorrect bill totaling $1,[redacted].87. Despite assurances from customer service, the charges remain unresolved, prompting me to request a detailed log of charges for both periods. I hope AT&T can address these concerns promptly. Thank you.

I am dissatisfied with the lack of detail provided regarding our overage charges. It seems that the 50GB of storage mentioned may be a feature of a different mobile carrier, not the one we are subscribed to, which is Sprint, not AT&T. I kindly request a detailed breakdown of our usage leading up to the overage charges. It is unreasonable to notify customers only after they have exceeded their plan significantly. Charges should be clearly communicated as soon as a customer surpasses their limit, to avoid confusion and unexpected expenses. I urge you to provide an itemized statement outlining the charges within our current plan as well as the additional fees for going over the limit.

I have two accounts with AT&T: wireless and a prepaid account that I have held for years. I have been experiencing issues with my wireless full-service account since I opened it approximately 4 months ago. Initially, there were billing problems that remain unresolved. Currently, I am facing difficulties with my WiFi service while I am out of town with no connectivity. Unfortunately, I am unable to contact customer service by phone because I do not have access to my passcode, which is at my home. Additionally, I cannot resolve the problem online due to the lack of internet connection. Luckily, I have my prepaid phone with me to send this email. Despite paying more for wireless service and investing in an expensive smartphone as advised when switching from prepaid, I now appreciate having the backup of my prepaid account. I look forward to returning home to retrieve my passcode and reach out to AT&T wireless customer service for assistance. It would be greatly appreciated if the issue could be resolved promptly.

I have been trying to report an issue with the AT&T line at the Village Oaks clubhouse for two weeks now. This line is crucial for Metro Metering to download their reports for water usage data collection. Every time I call, I am redirected to the wrong department, leading me in circles. Currently, I have been on hold for over 15 minutes waiting to speak to the department that can assist, but I have previously been told this was the wrong department too. I urgently need a technician to go to Village Oaks and fix the phone line. Please address this matter promptly.