AT&T Customer Service Issues

AT&T contractors accidentally cut the electricity to my house. After a temporary fix, the power went out again, and I was informed that I need a new line. The splices are not up to code. I've been quoted $3,[redacted] for this repair, which is outside my fixed income budget. I've been struggling to reach a live person at AT&T for assistance. If this isn't resolved promptly, I may escalate the issue to Consumer Advocates on local TV stations.

I have been a customer of your services for many years. My husband recently upgraded our services while I was away, and he is now using them to harass and stalk me constantly. He has access to my cell service, home networking, and other tools like Google Developer Tools, allowing him to control every aspect of my life including online banking, email accounts, [redacted]-k, and online shopping accounts like Amazon. He monitors my spending, phone calls, and text messages, and has even inserted forged documents into my phone. We are going through a divorce, and he seems determined to leave me with nothing after 25 years of marriage. I feel helpless and overwhelmed by the situation, as it has been ongoing since [redacted] and keeps escalating. His name is William Wyroski and we live at [redacted] Sweetbriar Court, NRH, TX [redacted]. My name is Melanie Wyroski.

I have been an AT&T customer for 16 years. In December [redacted], I canceled both telephone lines at my law office. I made it clear to the representative I spoke with that both lines were to be canceled. Despite my clear instructions, I was incorrectly billed for a telephone line and now have a past due amount on my bill. Despite numerous calls to customer service to rectify this issue, it has not been resolved. One representative even chastised me for missing a call from a supervisor on April 7th, which I explained was due to work commitments. If this matter is not addressed and confirmed in writing by May 13, [redacted], I will be forced to cancel my internet service with AT&T. I value my excellent credit and will take legal action if any negative credit reporting results from this issue. Thank you, Donna L. LeLeux, Attorney At Law

I am experiencing issues with my phone service once again. I have been dealing with persistent problems with AT&T for many years at my residence where I've lived for over 40 years. Currently, I have been without service for over a month due to recurring issues at different junction boxes, not at my actual home. This ongoing problem has persisted for several years, and I am frustrated with paying for a service that is consistently unreliable. Despite the service personnel confirming that the issue is not at my residence, the problem continues to recur. If this problem persists again this time, I will not request service again; instead, I will opt to cancel my account. As a loyal customer of AT&T for over 40 years, I am extremely dissatisfied with the service provided.

I attempted to upload an ID document for a discount on my account, as my daughter, a Nurse, qualifies for it. Despite uploading her Badge ID, it was rejected because the name did not match mine. My daughter's line, ending in [redacted], is on my account and shares the same name as her ID Badge. I kindly request ATT to reconsider and apply the Nurse Discount to our account.

I am experiencing intermittent internet speed issues with speeds dropping below 3 mbps. The red internet light on my router flashes, cycling between red and green every 30 seconds to 5 minutes. Despite resetting, the problem persists, especially during evenings and weekends when usage is high. On one occasion, it even dropped to 0.9 mbps. My plan is for 12 mbps, but it never exceeds 7.1 mbps. I suspect the increased neighborhood population may be a factor as this problem arose when more people moved in. I live in a rapidly growing rural area. My current gateway has been in use since [redacted], and I'm considering if upgrading to a newer model could help. Additionally, I have a Tablo OTA DVR connected to two TVs via Wi-Fi, which doesn't seem to impact the internet connection.

AT&T recently installed fiber optic equipment on my property but left a hole that needs to be filled with dirt. In addition, during the installation process, they damaged our patio drainage pipe, which now needs to be fixed and replaced. I would appreciate it if you could address these issues promptly. Please respond via email. Thank you.

I am struggling to cancel my elderly mother's phone service with AT&T as she has moved out of state. Unfortunately, she cannot recall the PIN. Despite answering one security question correctly, we are stuck as we keep getting prompted with a second question that she is unsure about. Contacting customer service monthly since December has not yielded a solution since we can't provide the PIN. I am unable to find an alternative number to call for further assistance or to have my mother speak directly to an agent. While stopping the automatic payment is an option, I prefer to cancel the service properly. How can I go about terminating the service with AT&T?

I am very upset at the moment. As a State Officer recently diagnosed with Covid, I contacted to exchange my upgraded phone number, [redacted], within the 14-day window. Today, on 06/17/[redacted], I received a summary of the phone sent to me, the s22, which showed an additional line upgrade that I did not agree to, along with my line still being under a new installment plan. Everything discussed during the phone calls was misrepresented. From them taking my upgrade and charging me extra to their statement that nothing could be rectified promptly. The information provided by the last three representatives was incorrect, and despite my requests to speak with management, I was brushed off without being escalated to the next level in the chain of command. Now, I am left with a phone I am obliged to keep on my line. Even though they claimed no return shipment could be made to my address, I knew otherwise. My upgrade, #[redacted], needs to be reset, and I believe no additional charges should appear on my bill due to the inadequate customer service and misinformation provided. I felt that the situation could have been handled properly without the need for the level of service I received.

Hi there, My name is Weiran Bai, and I share a family plan with my friends. Upon returning to China on June 1st, [redacted], I received a message from AT&T stating that I had incurred $[redacted] in data charges and suggested activating an international pass to avoid the fee. I asked my friend to enable the international pass, which was done successfully. While in China, I switched to a Chinese SIM card, removed my AT&T card, and disabled the international pass. Surprisingly, I later received a bill for $[redacted], covering data usage in China. Despite having a screenshot of the international pass activation and the account number for reference, AT&T staff mentioned they couldn't locate the records. My phone number is [redacted].

I am having difficulties trading in my phone. After receiving conflicting information about the shipping label, delays in receiving the necessary materials, and a general lack of clarity in the process, I am feeling extremely frustrated. The recent chat support indicated that the shipping box was not even sent out until 6/20, leaving me very little time to send back the new phone once I receive the materials. I believe the instructions and communication need to be much clearer to avoid confusion. It's disheartening to experience such challenges with what should be a straightforward process. It is essential for the company to ensure a smoother and more efficient experience for customers like me who are trying to navigate this trade-in process.

I have been an AT&T email user since the early days of dial-up in [redacted]. Lately, I have been unable to stay logged in as it keeps prompting me to provide a cell phone number, which I don't own. I suspect someone is trying to hack into my account as I have had to change my password multiple times due to suspicious login attempts. I refuse to provide a cell phone number due to privacy concerns and the risk of unwanted calls and messages. I kindly request to disable this requirement on my account associated with the email [redacted] I did find a way to update my notification email to [redacted] but was hesitant to make the change for fear of losing my saved emails. I have been a loyal customer, even during the costly dial-up era, and would appreciate it if this unnecessary requirement could be removed from my account. Thank you for your attention to this matter. Sincerely, Dave Beem

AT&T, along with their contractors, are currently upgrading the optic wires in our neighborhood. During this process, the work crew accidentally severed our existing internet-WiFi and TV/cable line on 6/27/22. After contacting AT&T, a technician was scheduled to come on 6/30 to address the issue. However, upon inspection, it was determined that the problem lies outside and a second technician was dispatched. This technician stated that they would require a locator crew to pinpoint where the wire was cut. Despite being informed that we would receive a call regarding this, we only received a text stating that the wire would be buried by July 31st, a whole month after reporting the problem. After further follow-ups, a new appointment for July 17th was arranged. Despite assurances on the chat that the service would be fixed in 2-3 hours, as of 7/1/22, the issue remains unresolved. It's frustrating not being able to work from home due to this situation and the extended timeline for resolution is unacceptable.

On July 2, [redacted], I discovered that my phone service was disconnected. Despite talking to multiple AT&T representatives, they declined to reactivate my service and reimburse the $[redacted] balance that was on my phone. In early June, my service was terminated, and a representative suggested paying $5 for three months, with payment due in September. I am puzzled why my service was shut off in July instead of September, as agreed. Even after paying $25 to restore service for a month, I lost all my minutes. I feel frustrated about being misled and just want my minutes reinstated. Thank you, Edwin Porter from PPI Inc.

I recently signed up online for two lines of service under order 56-[redacted][redacted]. Unfortunately, there was an issue with my ICCID not working due to a website error. I completed the transaction via chat and was promised 2 free wireless chargers and $[redacted] in bill credits per line with no activation fee, as per the online offer. However, I discovered that I am being charged full retail price without any discounts for autopay or e-statements, and I was also charged a $35 activation fee per line with no chargers received. After a lengthy chat session with a front-line agent and a supervisor, they were unable to assist as they claimed the transaction was not done online, which is not true. I am frustrated with the lack of resolution and if my bill cannot be adjusted to reflect the online offer, I will have to consider porting out my numbers and requesting a full refund. Thank you, Nicole E.

I recently changed my mobile number because I believed someone who has previously stalked and harassed me had my old number. It turns out this was a mistake, and I regret changing my number. It has been a stressful experience, as my important contacts are linked to my old number. I would appreciate assistance in reclaiming my old number as soon as possible. Thank you for your help in rectifying this matter for me.

On December 17, [redacted], I followed instructions to send two TV receivers back to AT&T via FedEx. FedEx packaged and sent the items, using the AT&T account for the return. FedEx provided me with reference numbers for each receiver: [redacted]5 and [redacted]6. FedEx confirmed delivery of the box to AT&T. However, AT&T claims they cannot locate the returned receivers and continue to bill me monthly. I seek to have the receivers removed from my bill and receive refunds for the payments made in January ($20), February ($20), March ($20), April ($20), May ($20), June ($20), and July ($20). I am unable to find the receivers in the warehouse and request immediate assistance to resolve this issue instead of being told it's my problem with no solution offered.

I recently spoke with AT&T on 6/10/22 regarding setting up internet at my new home. I informed them that the house closing was on 6/27, so I needed to reschedule my appointment to 6/28, which they confirmed. Despite encountering an issue where my address kept changing to an incorrect one online, they assured me the technician would call before the appointment to verify the correct address. However, on 6/28, I was informed of a delay due to an "Outside Facility Issue" with no resolution timeline. After multiple follow-up calls, it was discovered that the problem was related to the incorrect address, not my actual residence where there were no issues. Despite my neighbors easily getting AT&T Internet, I was told the address had to be corrected first before proceeding, which has caused unnecessary delays. I suggested using my hotspot exceeding 50GB limit as a temporary solution until the address issue is resolved, but AT&T declined. I am hoping for a prompt resolution, either by updating the address quickly for a new appointment or by setting up the internet first and addressing the issue afterward. Thank you.

I terminated my AT&T internet service on 3/2/[redacted] and settled the outstanding balance for my landline after receiving a credit for the internet charges. Despite multiple calls in April, May, and June, the internet bill was continuously credited and cancelled. I eventually discontinued the landline service and paid what was owed after the internet charges reappeared on the bill. Currently, I am being billed again for the internet service (account number: [redacted][redacted]). I have dedicated at least an hour each month contacting their customer service. They issued me a ticket number (Y[redacted]87) and assured me that the internet fee would be removed from my account, yet it persists. My next course of action will involve lodging a formal complaint with the relevant regulatory agencies.

We are situated at [redacted] Rinaldi St Suite [redacted] in Porter Ranch, CA [redacted]. Why is it challenging to acquire ATT internet service here? In our area, which comprises 10 buildings on 10 acres within a CLASS A retail and business center, ATT seems to be lagging behind. The neighboring buildings at [redacted], [redacted], [redacted], us at [redacted], and [redacted] have all shown interest in ATT, but Spectrum is excelling in promptly connecting buildings in an all-ATT property. It seems ATT might not be prioritizing expanding its customer base here. Who should we reach out to for assistance? How can we speed up this process? Despite trying gateways, cradlepoints, and other ATT options, we are still faced with issues due to the absence of a nearby functional 5G tower. Currently, our bandwidth is less than 2mbps down and 2 up, making a wired internet connection essential. We are not picky at this point; we just need a reliable connection, whether fiber or coax. It appears that ATT is falling short in our community.