AT&T Customer Service Issues

Archive 79

The following are issues that customers reported to GetHuman about AT&T customer service, archive #79. It includes a selection of 20 issue(s) reported September 14, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
On 9/12/[redacted] at 11:35 am, our internet unexpectedly went down while I was in the middle of my workday. A phone representative attempted to troubleshoot the issue but ultimately sent a technician, who promptly arrived just after noon. The technician mentioned that another technician leaving the area from a neighboring apartment informed him to urgently contact our apartment manager before she left for the day, but he did not manage to do so. Upon inspecting the problem of our broadband indicator displaying a solid red light, the technician attempted to access the office where the connections were located, but was unsuccessful due to the office being empty. He then suggested that our port had possibly been tampered with and this could be resolved by adjusting the connections within the office box. It appears that our port might have been inadvertently switched by the previous technician working on a different problem. As a result, I have lost out on two days of work due to this unforeseen situation, which is frustrating given the high cost of my services, especially while working from home.
Reported by GetHuman5260248 on Monday, September 14, 2020 12:26 AM
I visited the AT&T store on [redacted] E Broadway Blvd, Suite [redacted] in Tucson, AZ on September 8 to close my account [redacted]65 as I no longer needed the service. The representative, Prescott, helped me set up a 'pay as you go account' with auto-pay. I paid $38.33 for the setup and one month's service. Prescott confirmed the closure of the old account with no penalties and assured me of a refund for the unused portion of the billing period. However, I recently received a $53.93 bill for autopay scheduled on Sept 24, causing confusion. I am not expecting to pay the full amount as the account is closed, and I seek assurance of a refund or clarification of any outstanding balance. This situation needs urgent attention as it appears I am being charged twice for the same service. Kindly contact me at [redacted] to assist promptly, as I manage the billing through a different number and carrier. Your immediate assistance in resolving this payment issue is greatly appreciated.
Reported by GetHuman5264314 on Tuesday, September 15, 2020 2:45 AM
I am seeking assistance with an installation issue with AT&T for my daughter's new account. Resolving this has been frustrating. The account number is [redacted]07. The initial installer couldn't complete the installation due to an animal chewing the line. The second technician repaired the underground wires but the scheduled installer, John Michael, did not show up on Tuesday, Sept. 15th, as agreed upon. I have spent over 2 hours trying to reach someone today to understand why John Michael didn't show up and to arrange installation of the modem/router. I even inquired if we could install it ourselves due to the challenges faced with customer service. Please send someone promptly for the 10-minute installation or provide us with the necessary equipment. It is unfair to ask us to wait longer due to your mistakes. Thank you, Chris D. Jody J. [redacted]
Reported by GetHuman4432775 on Wednesday, September 16, 2020 6:00 PM
I am distressed and seeking guidance. On 6/16, I visited an AT&T corporate store to trade in my iPhone X for an iPhone 11 for my daughter. Upon returning home, I realized the salesperson did not provide a receipt. Subsequently, I received a bill reflecting unauthorized changes to my service and additional charges totaling $[redacted]. Despite multiple attempts to rectify this, my original plan was discontinued, and I was moved to a more expensive package. Following several billing cycles, I did not receive the promised trade-in discount as the back-end team claimed they had no record of the trade-in. I have reached out to AT&T customer service and the store manager multiple times with little success. The store manager has been unhelpful and dismissive. Feeling helpless, I am seeking advice on how to address this situation. Thank you for your assistance. Best regards, Tracie C. Woodstown, NJ
Reported by GetHuman-barnsnst on Thursday, September 17, 2020 4:36 PM
I recently bought a house in Eatonton, GA, but I am having issues getting ATT fiber internet and TV service connected. Even after spending hours on the phone with multiple customer service representatives and technical support, I was informed that my address may not be serviceable by ATT. Despite my neighbors using ATT, I was refused a service tech visit and instead offered Hughes Satellite internet, which I do not want. I am considering canceling my current ATT services due to this ordeal. I urge ATT to address this issue promptly and explain how they plan to provide service to my home like they do for others in my neighborhood. Thank you, Mike R.
Reported by GetHuman-jamdowno on Wednesday, September 23, 2020 10:37 PM
I am experiencing issues signing in at ATT.com after changing my phone number two weeks ago. When I tried to update my new number at Huntington, they informed me that it's associated with someone named Cheryl Bigelow. Since the number change, my phone functions, like voicemail, seem disrupted, and I'm uncertain if I can receive or record voicemails. This situation is frustrating as I usually receive multiple voicemail messages daily. I've been attempting to reach ATT for over an hour, mainly through unhelpful chat support. I prefer direct phone assistance, but the provided numbers are unresponsive. After a failed call to the [redacted] customer line, where I was disconnected after a 5-minute hold, I feel compelled to explore contacting the FTC and the Michigan AG regarding this matter.
Reported by GetHuman5299970 on Friday, September 25, 2020 2:53 PM
Hello, I am Zhijun Wu and I am a user of AT&T with the phone number [redacted]. I am currently outside of the USA and seeking to cancel my AT&T service due to uncertainty about my return. Despite reaching out to AT&T's support chat, who advised me to contact the service line for cancellation, my attempts to do so using the number 1-[redacted] have been unsuccessful as the system did not detect my phone number. I have tried various methods without success and am reaching out for assistance in canceling my service, as I have been billed for over six months despite not using the AT&T service. The email address associated with my AT&T account is [redacted] and I hope this information can help verify my identity. Please do let me know if you require any additional information from my end. I look forward to your prompt response, Zhijun Wu
Reported by GetHuman-zoe_wucs on Saturday, September 26, 2020 3:50 PM
I recently started a new service on 9/20/[redacted], and upon checking my online bill, I noticed incorrect charges totaling $40 for "Add ons" which I did not ask for or authorize. Despite contacting AT&T three times and being reassured that the charges were removed, they still appear on my bill as unauthorized. I have my own third-party phone insurance and do not wish for early upgrades. The customer service experience has been frustrating, with language barriers and unhelpful responses. Since it has been less than 14 days, I plan to visit a local AT&T store to cancel the service due to these ongoing issues.
Reported by GetHuman5305662 on Sunday, September 27, 2020 3:18 PM
I recently discovered that my friend used my children's information without my consent to obtain discounts from AT&T. Additionally, he has accessed my phone without permission, possibly even cloning it, and I suspect he has used my personal details to open various accounts with AT&T. His behavior is concerning and he is also abusive. Please address this matter discreetly. I haven't been able to get a phone with AT&T due to this issue, and I would like it resolved as soon as possible. My phone number is [redacted]. Thank you.
Reported by GetHuman5310817 on Tuesday, September 29, 2020 1:58 AM
We have been loyal customers of U-verse and internet for the past 15 years. Our services stopped on September 20th, and it has been nine days since we lost service. Despite reaching out to customer service and the corporate office, we have only been given excuses. We were informed that a contractor needs to dig for new cabling, which is scheduled for October 1st. This prolonged outage is unacceptable, especially since we were told that the digging order should have been placed over a week ago. The lack of internet has severely impacted our ability to work from home, causing significant stress and frustration for both of us. We urgently need our services restored without further delay.
Reported by GetHuman-joelphn on Tuesday, September 29, 2020 3:48 PM
I have been experiencing issues with my iPhone 7 Plus for over seven months, starting since the February [redacted] Apple update. Due to the closure of the Apple store in Boca Raton because of COVID-19, I have been unable to get technical assistance. The nearest location at Sawgrass Mall in Broward County is about an hour away. Despite contacting ATT to have my calls forwarded to my alternate number, [redacted], the request has not been fulfilled, resulting in double billing for new line fees on my iPhone 11. Despite multiple calls and transfers, the problem remains unresolved. Looking forward to our continued correspondence. Thank you for your attention and assistance.
Reported by GetHuman-causecel on Wednesday, September 30, 2020 2:32 AM
I receive a letter about three times a month from the ST&T High Speed Internet Customer Care Team. The letter claims they tried emailing me, but it got returned, and it states I've used 90% of my data plan. I have an unlimited data plan, and my contact details are correct. The letter has no sender's address or phone number. Contacting customer service by phone was challenging due to the language barrier. I'm frustrated that such a large company can't handle this simple issue. I want these letters to cease. -Gary W Davis
Reported by GetHuman5317443 on Wednesday, September 30, 2020 4:59 PM
My neighbors, who live right next to me, have fixed wireless internet service. Even though I am only a mile and a half from the tower with a direct line of sight, I have been told I cannot get it. According to Charles Key, one of the managers at the company, an engineer incorrectly marked my address as unavailable. I have been in contact with Charles multiple times, and initially, he promised to resolve the issue. However, after 2 months, he informed me that he had moved on from that area and directed me to contact Bo Atkins, the manager for the region with zip code [redacted]. After reaching out to Bo, he initially assured me he would address the problem. Despite numerous emails and weeks passing, Bo requested an additional month to fix the mistake. Although I complied, I have since discovered that Bo has blocked my number as calls from my phone go straight to voicemail after one ring. Contact attempts from a friend's phone result in multiple rings going unanswered before diverting to voicemail. My emails to Bo have also gone unanswered, which I find highly unprofessional. I am a long-time customer of AT&T, paying for various services including DirecTV accounts, smartphones, fiber internet, Samsung Gear s3 service, iPad service, and DSL at my lake house where I require a faster connection. Despite my loyalty spanning over 22 years, I am surprised and frustrated at the lack of assistance I have received. My wife and I have the opportunity to work from home, but the poor internet connectivity is hindering us. The service is accessible, and I am capable of having it installed promptly if someone at the company would address my concerns. I urge someone with the authority and willingness to rectify the errors made, specifically the incorrect marking of my address and the lack of communication, to assist me promptly.
Reported by GetHuman5317927 on Wednesday, September 30, 2020 6:45 PM
I recently scheduled a repair for our fixed line service [redacted] with account number [redacted] [redacted]. After contacting the repair service, we were given a technician appointment for next Tuesday, October 6, which is not acceptable. My spouse and I are both almost 80 years old and dealing with health concerns. As we rely on our landline for emergencies when away from home, having a delayed repair impacts our safety. Being loyal AT&T customers for over 50 years, we anticipate and deserve a more efficient repair service. This issue could have serious consequences, possibly becoming a life-threatening situation. It’s evident why the Public Service Commission and the Secretary of State of Mississippi are concerned about the situation. Your prompt assistance would be greatly appreciated. Thank you, Chip McIntyre, [redacted] Woodhaven Drive, Natchez, Mississippi.
Reported by GetHuman-enotech on Thursday, October 1, 2020 8:39 PM
In my recent statement, I was informed that my internet gateway will no longer receive firmware updates. I am not interested in the options offered, such as purchasing AT&T Security Suite or using the AT&T Smart Home Manager. I am looking for a modem with updateable firmware and am wondering if there are other gateway modems available for purchase from AT&T or if I can use my own modem. Currently, I am not facing major issues with my internet gateway. Please do not provide troubleshooting links or reset instructions as I have had difficulty communicating my preference to automated services. I would appreciate hearing about any alternative options. Thank you. Best regards, D.S. [redacted] DSL customer
Reported by GetHuman5323038 on Thursday, October 1, 2020 10:17 PM
I have made three attempts, three phone calls, and a chat, which lasted a long time to address my concern about my monthly bill. Each time, I was assured that my bill would be adjusted to around $[redacted] per month. Despite being told the issue was fixed, I was informed the overage could not be credited but was guaranteed that my next bill would be accurate. However, I have just received a third bill with the incorrect amount. I am requesting a prompt response and a refund of these charges within 24 hours; otherwise, I will consider switching to Spectrum. I have been a loyal AT&T customer for almost 30 years, and while the customer service for my mobile phone is excellent, the service for my phone, internet, and landline is lacking. Furthermore, there have been language comprehension issues with your representatives. This experience has left me very disappointed. - M. Jenks
Reported by GetHuman5324726 on Friday, October 2, 2020 12:41 PM
I recently attempted to set up internet services with AT&T, however, after encountering signal issues, I purchased a Home Base unit on 8/17/[redacted] from their store in Traverse City, Michigan. Unfortunately, after returning the Home Base on 8/20/[redacted], I was billed $62.43 for wireless service. Upon revisiting the store on 9/30/[redacted], I was informed by an associate that the bill should have been cancelled and pro-rated. The associate calculated a refund of $34.56, but was unable to process it back to my credit card. Despite calling [redacted] three times, I have been transferred between departments and have yet to receive the refund. The account number in question is [redacted]38. I am seeking assistance in transferring the $34.56 back to my credit card. Thank you for your help. Lynn D.
Reported by GetHuman-lynndunh on Friday, October 2, 2020 1:45 PM
I would appreciate a clear explanation of my recent bill. I prefer email communication due to my busy schedule. I managed to pay the bill despite the high charges for media usage by borrowing money as it exceeded my weekly income. I have struggled to meet my family's streaming needs in the midst of managing real-life activities alongside technology. I ensure our devices are connected to wi-fi but find it challenging to decipher the bill details. The complex sales tactics employed at the phone shop add to the confusion. Although I received notifications of exceeding media limits in the past, I didn't fully understand the implications until now. I am reaching out via email as I find phone calls exhausting and navigating through automated menus frustrating. I would greatly appreciate a straightforward explanation of my plan and bill in layman's terms from a relatable, empathetic AT&T representative familiar with a life before the digital era.
Reported by GetHuman5338275 on Tuesday, October 6, 2020 11:33 AM
I have not received my landline phone bill since March, leading to a disconnection in September. Despite receiving the Disconnect Notice, I find it strange as my computer bill from AT&T arrives regularly and is promptly paid at the same address. To prevent further disconnections, I plan to contact AT&T each month around the 5th for bill details. I avoid online billing due to previous hacking incidents, preferring paper bills. Your assistance in resolving this issue would be appreciated.
Reported by GetHuman5344512 on Wednesday, October 7, 2020 9:20 PM
#1. A technician canceled an appointment, and AT&T failed to notify me. #2. The next technician relocating the modem caused a power surge that damaged my appliances. AT&T's solution was to hire an electrician. #3. Another technician, while moving the modem, accidentally cut my Direct TV cable, leaving me without TV. AT&T wants to schedule a repair at their convenience, not mine. I am disappointed and fed up with the poor service. After 40 years of loyalty and always paying on time, I am switching to Comcast. Their fiber optic service promises faster speeds and better reliability. I can't wait for the change. Canceling my AT&T service. Sabra B.
Reported by GetHuman5348644 on Friday, October 9, 2020 3:07 AM

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