AT&T Wireless provides wireless services for 162.3 million U.S. subscribers. As a provider of phone services, it isn't at all surprising that AT&T would receive a lot of customer support calls.
Consumers call AT&T Wireless for help with a range of issues, including:
AT&T Customer Service Phone Hours
AT&T Wireless offers phone-based customer service every day from 7 am to 10 pm local time. Customers can call AT&T's toll-free number or simply dial 611 from their AT&T mobile phone.
There is a separate toll-free number for starting new service, and AT&T representatives are available to answer these calls Monday through Friday, 8 am to midnight eastern time. Weekend hours are 8 am to 11 pm eastern time.
AT&T Wireless customers who are traveling and need assistance with their phones can call a separate line 24/7 and people with disabilities or who need TTY services can receive customer support Monday through Friday from 10 am through 10 pm eastern time and on Saturdays from 11 am to 7:45 pm eastern time.
Customers of AT&T Wireless' prepaid service should be aware that there is a different set of phone numbers for their customer service calls, although dialing 611 from an AT&T Wireless prepaid phone remains the quickest way to connect with a live customer support specialist.
AT&T Call Centers
AT&T maintains a network of call centers in the United States and Mexico, as well as other locations outside of North America. The company states on its website that it is committed to developing its customer service talent and promoting from within. To this end, AT&T provides educational benefits, mentoring and career paths to management positions.
As is true of many large companies, the phone-based customer service department at AT&T Wireless has its detractors and supporters. Many people end a call with AT&T Wireless customer service representatives feeling satisfied, though there are cases in which callers are either upset with the service received or find out later that their issue has not actually been resolved.
AT&T Wireless Customer Support Cases in the Media
One case that caught the attention of the consumer advocacy press involved a man who returned a seemingly defective phone to AT&T, which sent him a new one. AT&T, like many companies, has a policy of only refunding the cost of a defective device after the device has been received by the company and inspected.
In this case, AT&T took a long time to issue a refund. The customer became upset and learned that AT&T does not have a dispute-resolution process. Eventually, third parties got involved and secured the refund for the customer.
Other cases addressed online involve billing disputes in which consumers receive conflicting messages each time they call AT&T Wireless customer service. One tip that advocates offer is to get all agreements regarding refunds, plan changes and rate discounts in writing, making it easier to work with AT&T in case of a dispute.
Most consumer concerns and issues can be addressed while on the phone with an AT&T Wireless representative. These include:
What Can't Be Done Over the Phone?
If a device needs to be repaired or replaced, the representative can provide information on how this can be done, but the phone will need to be mailed to AT&T or brought to a physical location.
Despite your best efforts, you may find yourself hanging up the phone after a call to AT&T Wireless customer support feeling demoralized. If you were not able to effectively communicate your problem to the support representative, or you were unable to get the service or price you feel you deserve, consider the following:
The last three options provide you with a written record of your conversation with AT&T representatives, something that can be very helpful as you try to resolve your issue.