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AT&T Wireless

Customer Service Ratings and Comments

AT&T Wireless is ranked #94 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 49.17 out of a possible 200. This score rates AT&T Wireless customer service and customer support as Disappointing.

NEGATIVE Comments

103 Negative Comments out of 122 Total Comments is 84.43%.

POSITIVE Comments

19 Positive Comments out of 122 Total Comments is 15.57%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • I had a pay as you go account with AT&T. When it came time to add minutes for the first time, thesales person did it for me ath the kiosk in the store. He told me I was all set. He never mentioned the pin number etc. Suffice tyo say AT&T has my $50 and won,t credit my account even though they have a caopy of the receipt in the store. I don't have the receipt. Customer service said there was nothing they could do. Nice attitude ofr a world wide corporation.. They stole my money. MEM

    MEM 9/2/10 1:20PM

  • I can't believe how some customer service employees when asking for a supervisor, they place you on hold and then hang up. Then when you call back, it repeats itself over again but you hear them laughing out loud talking about you to another co worker. It kills me how we have a problem that they seem to be a joke. But they have a job because of us. I hate this service and the mix up people as well as the mixed up bills. Every month is something.

    Shameko@att.net 9/1/10 10:41AM

  • Long story short, I just opened an cellphone contract with AT&T and assumed insurance was included in my contract. The rep did not go over that and I was in a hurry and she was in a hurry, being the only person there with three other customers behind me. Three days later, I broke the cellphone screen and went in the store and realized that no insurance was on there. (That was my fault). The only thing I had a complaint about is the way they handled it. The rep who was there seemed more interested in opening a new account with new customer. He didn't even kindly tell us that if we could be patient, once he's done, he'll assist us. He just said that since we dont' have insurance, look at the phones available and we will need to pay the retail price. He also called the rep who originally open the account and they were talking about me in a lofty kind of way in front of me. Making it seemed that I broke my cellphone on purpose and that I'm here to get a free replacement. Just got back from a long trip so I did look scrubby and maybe he thought I was some white trash wanting a new phone again or something. But he should have not been rude to talk about me in a snippy way in front of me with his co-worker, who was also acted like I'm all at fault. She originally opened the account and she lied that I told her I didn't want insurance. She didn't even touched on insurance when we opened the account with AT&T. I have the money, I don't care about paying extra for the insurance. I also have money that I'm willing to pay the extra fee to get out of the contract with them. I really hate their customer service. IF they had been nice, told me there must have been some miscommunication but there is no insurance on it and we would like to help you as best as we can. I would totally stay, but the way they acted and the way they handled the situation made me came out of the store feeling like a dirty person who isn't a worthy customer. That they are the phone company, can do whatever they please, and that customers should feel privelge to have a contract with them. Arghhh!!! I hated the whole experience.

    Anonymous 9/1/10 6:40AM

  • I called customer service at 8:30am and am told that you are closed and to call back during regular business hours of 7am - 9pm - what part of you have been open for 1.5 hours do you not understand?

    To add insult to injury, i call the after hours number, and, it too, says you are closed and to call back during regular business hours.

    Ed 9/1/10 5:33AM

  • this service sucks ,i have to drive around town to find a spot to use my cell ,have called twice about this .frist time i was told there was nothing wrong with the service now today they tell me we have a tower down ,sure are slow been a month and i have used my phone very little. the rep told me my contract was up .i might want to check somewhere else, thats what you could read between the lines, also said when the tower was fixed i may still have problems getting service, i only live 3 miles from the tower told her i did not pay part of my bill every month like i was getting in service can anyone reccomend a good company

    Anonymous 8/30/10 12:04PM

  • I received a rebate in the form of a Visa credit card but the date has expired. I cannot access the card or find how to get a replacement since talking to a service rep is not an option when calling the number provided.

    Edward 8/27/10 5:28AM

  • We signed up for ATT uverse in June 2010, it has been nothing short of a mess since day one. They lie, they lie again and then they just over bill you. My husband and I have spent more time on the phone, emailing and to no avail. They know you can never do anything about "what was promised" If you can't get it in writing (email) don't believe it. They have customer service and sales reps sell or promise services or rebates they will never give you. I am so sorry I did not go with my original gut instincts and not go through with this, I even called a week before install to cancel (I had a feeling) and they talked me into a deal that never ever happened. When my year is up I am gone. That includes my cell account I have had over 10 years with ATT, they will lose that business as well. Just horrible that this is going on and no one can do anything about it. Call the phone, they tell you go online, go online you can never find a email funcation, or they tell you to call customer service, it is a vicious circle.

    Avonnow 8/23/10 7:22PM

  • the following is a copy of a letter to AT&T regarding their ultimately successful attempt change a laptop card data plan to one which was limited by 5GB, after having shut off services while we were on a business trip:

    Sirs:

    To close this file, please be advised that on Aug. 13, we produced documentation showing the subject account was for unlimited data with no reservations by ATT to make any changes. We were shown a data entry by the local ATT representative showing a manual override and unauthorized modification to the account, changing it from it's original terms, to a form of 5 GB limited account.

    During the ensuing 20 tel conference among Mr. Gomez, myself, the local ATT rep and you account managers elsewhere in the US, it became clear to the three of us that the account managers were deliberately lying. They were unaware we were seeing the same information that they were seeing.

    To her credit, the local ATT rep attempted to get the account managers to state the truth by asking a series of questions. She was clearly embarrassed.

    We finally told her to stop and we addressed the account reps directly. We admitted having complete access to our information and being aware of their prevarications. We told them that they were clearly operating on a different set of principles and while resort to the courts was always possible, it made no sense to continue the relationship. The account was terminated and all past due amounts to be waived. Needless to say, they quickly agreed to this.

    I can honestly say this was the first time we've been directly lied to by any service company. It was an unnerving experience and we very embarrassed for your local rep.

    We will post this experience on the ATT site.

    E. Reynolds

    EBReynolds 8/16/10 9:45AM

  • AT&T is blackmailing users into adding direct tv or their wireless services by raising their phone bills. My phone bill has been adjusted upward three times this year (2010) because I won't change my services!

    Poppy 8/15/10 3:08PM

  • One of the sales associates at the AT&T wireless store in Whittier, CA, Robert, needs to work on people skills and personal hygience. When I walked in to get my old SIM card information transferred to the new one that came with my phone, he said that I needed authorization from my husband. So I called him from the store and had me authorized. Meanwhile, I noticed that other people came in speaking Spanish and getting things done witout authorization and of course, Robert, the sales person, not realizing that I understood Spanish. Regardless, after all that, I Robert asked to see my ID and I did show it to him. He said he needed to 'hold' it. I was very reluctant since his hands were 'filthy' from him picking his nose and constantly scratching his crotch. I reluctantly gave it to him and when I got it back I sprayed it with my antibacterial spray and wiped it on my slacks. He stared down at me and when I gave him the 'sealed' envelope with the new SIM card he took it out and wiped it on his pants and stared me down, again. Then when he needed to program my phone and he did and returned it, it was sooo disgustingly dirty that I had to spray down my whole phone. He was rude and needs lessons in people skills and personal hygience.

    Disgusted 8/13/10 2:56PM

  • Holy crap att sucks att support said i can go get a different phone cuz the iphone doesnt work rt. now??????? both billing and iphone support at att said to go with another phone maker???? DONT UPDATE THE DAMN THING????

    MARK 8/10/10 6:55AM

  • I have been an AT&T Wireless customer for about 25 years, but current service is AWFUL! The coverage is not as advertised. Failed calls, dropped calls, and weak connections (Can you hear me now?)are all too common. I am looking to change to a better provider.

    Bob in GA and Bama 8/9/10 1:12PM

  • I have never experienced any worse customer service. Premier is a very confused company. They had no problem debiting my account of $700 for two iphones but have yet to deliver them 4 weeks later. I try calling and they just have me on hold for hours at a time and i end up hangingup. Also I call regular att from my cell and they just told me that my order has been canceled!what is that about canceled? but yet they havent returned my money nor given me the product?

    wow can someone direct me to the place or company where they can help me get my money back or get my phones???

    pshaunrocks 8/9/10 11:29AM

  • As I was unable to pay the high bills my family plan incurred,I told AT@T that I would pay a monthly payment of $50,till my account was cleared.I told them to suspend my account till then.If I terminated my account in August,I wouldnt be charged an early termination fee.Inspite of my paying them every month,AT@T charged me an early termination fee before August!!!!!!This is the most fraudulent company I have had the displeasure to work with and will tell all my friends and relatives not to deal with this company.Shahana Sattar

    Anonymous 8/4/10 9:01AM

  • Horrible & Fraudulent

    I ordered an Iphone on 6/25/2010. Now its August 1 and never received it. When I checked Fedex tracking I saw it was delivered on 7/9/2010 and 'left at front door'.

    I tried calling AT&T numerous times on their customer 'service' number. I literally was on hold for over 60 minutes and NO ONE picked up. I cannot call from work and shouldn't have to.

    There is NO WAY to contact AT&T by email until you register but the site won't let me register

    I will be disputing the entire charge off my credit card

    Nick L 30 8/1/10 8:05AM

  • If you call customer service and get Representative Tina Lewis, HANG UP. She is AWFUL!!!!! No help whatsoever. Will put you on eternal hold.

    WISH I COULD SWITCH TO ANOTHER 7/29/10 3:34PM

  • AT&T is scamming customers---they need to be investigated for the lies they tell you just to get your business---we placed an order to bundle home phone, DSL, and cell phones together and was told it would be x amount----our bill doubled from the first billing cycle and when trying to get it fixed, talked to many different customer service reps and each one told us different stories----issue has still not been solved----investigate AT&T for illegal business dealing with customers.

    American Too 7/28/10 8:16PM

  • I have had an Iphone 3G for 10 mos now and have had to change my # twicw. Three mos later after i got the phone, Atnt called me saying they had given me someone's # from military suspend. That's not cool. So I had that # 7 months until yesterday July 27, 2010 i had to change due to harrassing calls and they waived the fee, which is cool. What isn't cool is I got bounced around yesterday because no one could me set up my vmail. One girl claimed she couldnt hear me, and i heard her kept saying hello and then she hungup. Unless she dropped her headset bc she sounded far away. They kept putting me on long holds which pissed me off! When they changed my # in Dec i had the same problems with no vmail help that i ended up having to call my retail store and they did it with no problems. Yall need to hire more trainers bc the ones yall already have dont know anything and the reps dont know anything either, but how to call u when ur bill is past due like consumers dont know. And these iphones suck freezing up n stuff but i bet u when my contract ends i wont be upgrading im gonna str8 downgrade n sell this piece of garbage phone.

    Mzyella30 7/28/10 12:40PM

  • I purchase an Iphone from your company back in September and been receiving the folowing problems since I had it:

    1. Drop calls
    2. Phone cut off had to be restored
    3. glitches alot
    4. missed Voicemails/doesn't show up

    I would like you to know that I am really rethinking the possibility of your company not being my cellphone service provider in the future. However, if I am to expected to receive this type of service. Surely, my unfortunate experience is definitely not in alignment with your reputation, which I know is of higher caliber.

    vernon 7/23/10 10:17AM

  • We went to one of your kiosks located at the Kahala Mall Shopping Center in Honolulu Hawaii to upgrade my phone. Although the sales rep was friendly, she had very little product knowledge and couldn't answer a lot of questions that we had regarding the different features on your phones. After I decided on the phone to get, all of my phone numbers were not transferred to the new phone. She wasn't helpful at all and stood there with a blank look on her face! This is the second time that we've had problems there and the next time we're going to really think about going back to AT & T. It's so frustrating!

    Rene' 7/19/10 12:18PM

  • I switched to us cellular today and att had me on a billing cycle starting on the 8th of the month.. They dont give pro rata on early termination. So if you going to drop them do it 2 days before you next billing cycle... The gave me the last month billing screw job as my going away gift...

    milwconsumer 7/14/10 1:37PM

  • Terrible.
    Waiting on hold 40 minutes so far, this time. The message does not say how many people in front of you or how long the wait is. Wonder why.

    And this is not the first call.

    pxxb 7/8/10 8:16AM

  • I have been with Verizon for long time. I just ordered the service from AT and T because I want iPhone. So, far, I would say if its custom service is terrible, especially as compared to Verizon. No one in AT and T seems willing to help customs by taking extra step. If you raise any issues, all have a simple answer: “That is our company’s policy and I can do nothing about it”. The issues I raised were also ones that I encountered before when I were with Verizon and were resolved by talking to the managers. But not with AT and T. I am thinking that I should go back to Verizon. I really wish that Verizon has iPhone!

    Mary 7/4/10 8:52AM

  • The Glendale WI store doesn't answer it own phone and doesn't even have a answering machine. I called all day and no answer, called corporate and they couldn't get through. I drove to the store and it was busy, I took a number waited, asked my question and got a answer. WOW. Then I asked why they don't have someone to answer there phones or at least have a answering machine. The guy told me they are always to busy to take phone calls so they keep it unplugged. Too busy and too cheap to hire a person to answer the phones. ISN'T IT INTERESTING HOW THE PHONE STORE CAN'T FIND A WAY TO ANSWER THE PHONE. WASTED MORE OF MY DAY THAN I HAD EVER EXPECTED!

    pkeys100 6/30/10 3:08PM

  • We have 4 lines, with 4 different phones. We have many instances of missed calls, dropped calls, missed text messages. Everytime I call service I get the run around, one person can't help, the next can't help, finally I get someone and they ask how lon g it has been going on I tell them for about ten months, they person Charles says "I am soory to hear about your problem but we cannot waive the early termination fees, you have had this problem since you got your phones and you had 30 days to correct it and you did not so some of the responsibility falls to you!" I tell him to please check the computer for notes showing that we have been trying to deal with it for the past ten months. He says "I am sorry but you could have cancelled within the first thirty days with no termination fee" I then remind him that it is a 2 year contract not a 10 month contract, and the 2 year contract is up on august 10th. He repeats that there is nothing they can do! So AT&T can stick it it is back to verizon for us! We went to AT&T because our Verizon phones did not have service here at our home, Verizon four years ago waived the early termination fee so we are headed back to Verizon who now has excellent coverage in our area! I also sell cell phone plans for all of the Major carriers and will have a very difficult time recommending AT&T based on their customer service or lack thereof.

    Anonymous 6/30/10 11:10AM

  • For 2 weeks I am not able to receive incoming calls. Keep getting the run around, speaking to managers, saying we are working on it each day another delay, Horrible customer service FULL OF LIARS.. STILL NOT ABLE TO RECEIVE INCOMING CALLS, I NEVER SHOULD HAVE SWITCHED FROM VERIZON,

    RS702 6/25/10 7:01PM

  • Looking at the scores on this site Sprint is killing the competition and all of the reviews are positive. Switching to Sprint, because I am over AT&T and the dropped calls and their outrageous bills. Bye ATT, Hello Sprint.

    Johnson 6/25/10 6:43PM

  • I agree 100%. I became an ATT cutomer 6 weeks ago. I bought a backflip. IT HAS NOT WORKED PROPERLY SINCE DAY 1. All they would do is send me a refurbished phone. New customer, paid $199 for a phone that doesn't work. So they send me a refurbished (used) 0ne? I received that phone...it doesn't work. I brought both phones to an ATT corp. store. They said "these things are messed up. This one is possessed". Then they said that they couldn't help me. I called customer service. After 2 hours, they said all they would do is send another refurbished phone. I told them I shouldn't have to but was even willing to just buy a new phone. They said that I couldn't.... I'm not eligible for an upgrade....I have only had the phone for 5 weeks!!!!!!!

    Anonymous 6/21/10 7:45PM

  • Its now Wed. and I bought a phone thru phones sales department. They sold me a phone that they didn't even have. Promised to have it to me in three to five business days. Had me cancel with my current provider promising my phones would be here easily by the date needed, not even going to come close as they dont have the phone!!! I've been lied to more times in the last three days than in the last year!!! After spending hours on the phone trying to get things resolved and get my phone only to find that if you want to speak to a supervisors boss you have to file a form and wait 24 to 48 hours to get a call back... I've been promised so many times of calls back and not ever recieved them. I've gotten told that I was speaking to a supervisor when it was just an agent that wouldn't give me their employee #. Don't ever trust AT&T in anything that they promise. They just want to get you off the phone and move on. They really don't care and don't care if you go somewhere else... Their bigger and better than us regular people who buy their products and pay their wages. Demand better service or go somewhere else. Its the only way to make them listen!!!

    TommyBGood 6/9/10 4:24PM

  • I would like to thank AT&T fro having REAL americans answer their phones. I am sick and tired of talking to fake Ralphs and Sams from India being paid low money and taking another american job. Be AMERICAN, keep the jobs home where they belong!

    Ricochet 6/4/10 8:50AM

  • I spoke with a guy named "Evan" around 1:30pm on Thursday, May 27, 2010 through the online chat and he was HORRIBLE. He was unbelievably rude, he was really slow to respond, and when I asked him if he could explain to me what the advantages of ATT were to justify why the prices were so much higher than T-mobile, he told me "Well I help hundreds of customers per day. I'm sorry if I cannot change our prices for you." -- which didn't address my question at all! It wasn't that the prices were too high, it was that I was trying to understand what else I get for that price because on T-mobile all the same things cost about half the price.

    When I asked for his representative ID number or last name so that I could complain about the bad service he gave me a run around and wouldn't provide me with any information on how to identify him! I don't even know where I am supposed to complain about it. Is this the right place??

    bestin 5/27/10 4:39PM

  • AT&T DIDNT HELP ME AT ALL MY LOCKED ME OUT AND THEY SAID THAT I HAD TO GO TO SOME STORE!!

    GIGI 5/23/10 6:11PM

  • 4 month old phone died. I called and was told there was a replacement in stock and they'd hold it for a day. Drove across town for new phone was told I needed the "password". The "service" rep just kept repeating that over and over even when asked why I wasn't informed of this policy either when I signed up or when I called yesterday as I usually don't carry other peoples SS# around with me. Drove home to get number and back again (after being told "no, can't go to a local store). Once I had the password I was informed there were no phones in the color requested. I said they put on one hold yesterday. He just kept repeating "there are no phones in that color" (never checked)... Finally someone said yes, there was one and retrieved it. Then was told we can't transfer any of the data 'cause your phone won't turn on'. Of course- don't go out of your way or anything... Overall impression was it's all about the initial sale and you're on your own after that. I won't re-up with AT&T.

    jw 5/22/10 11:20AM

  • I think the few favorable comments about AT&T must have been made by their employees, who hope this terrible company can stay in business. I had rather call the IRS than AT&T. Their endless menus drive me crazy and when (45 minutes later) I finally get a real person they give me another number to call and the process starts all over again. I signed up for their DSL service three months ago and I have not had a 24 hour period of uninterrupted service yet. Their "techs" have been out three times with charges of over $300 so far and the service is worse than ever! I disconnected my home phone after 35 plus years of being a customer and I am checking into another cell provider for the family's 4 phones. Unfortunately AT&T is the ONLY provider of high speed internet in my area. I guess I'll either reset my equipment several times a day or learn to live without internet. I didn't like the old AT&T but I really HATE the new AT&T.

    IHATEATT 5/17/10 12:13PM

  • I am amazed that anyone could ever have a positive experience with AT & T. They are the worst company I've ever dealt with. I purchased their phone with a $250 rebate. After having it for about 2 weeks the dropped calls, echos, etc., became unbearable and I went back to my previous carrier. They started bugging me for their early termination fee and I told them to keep the rebate. Well, they kept the rebate and spent the next - and I kid you not - five years - harassing me with automatic electronic messages every single morning! I tried everything, including writing to the CEO and everyone - from the bottom to the top - was unhelpful, rude, and obnoxious. I cannot understand how they stay in business.

    Anonymous 5/14/10 10:31AM

  • I've had service with AT&T for 5 or 6 years. I've never had any problem with customer service. They may not always tell me what I want to hear, but they do try and they are always very pleasant. As for coverage, my husband and I went to the beach for vacation recently. There were 3 of us with cell phones and mine was the only one that got a signal. His phone is the company phone, so it's not some fly by night cheapo service. I know how frustrating it can be to not be happy with your service or the product itself, but this is one of those occasions when I have to brag about my phone service.

    rebargirl 5/5/10 9:08AM

  • ATT 3g network map is bogus. Customer service is of no use. Terrible service. No resolution just excuses from them.

    Anonymous 5/4/10 7:17PM

  • At&t is the worst cell phone company in the world. They coverage sucks, their prices suck, their customer service sucks, and their 3G coverage sucks.

    Angel 4/29/10 12:09PM

  • att is suchas friends dream of terror.
    when I call for to clear a bill.
    left me more lost than a rabbit in a desert.
    but I was charged the same fee twice.
    call to ask about a bill
    waoo were like a lion when they see a piece of meat
    today all my friends and family will not use att.

    Anonymous 4/23/10 4:50PM

  • Hard to tell which company is worse. AT&T and their horrendous and pathetic network, or Verizon and their terrible customer service and ridiculous prices. I hate them both and will never use either company again. Going back to Sprint.

    Anonymous 4/20/10 11:25PM

  • AT&T might be the worst company in America. Their reception is soooooo bad, and they dont care to fix it. Customer Service is worthless.

    Vanessa 4/6/10 7:42PM

  • service is NOT AVAILABLE each working day(4am till about 6;30am) to my companion phones. I know that your system is being serviced - exactly when I need to communicate with my family members.

    In two months, my contract is up for renewal, and I must consider that I cannot get service 24 hours daily because you make service unavailable when I need it.

    Anonymous 4/5/10 3:36AM

  • vary bad at giving back refunds,we have had to contact them every time to get our rebates.what a rip off!

    Anonymous 3/29/10 11:25AM

  • ***WARNING*** there is no such thing as a "free 30 day trial" with ATT. I learned that the 30 day trial was just a sales pitch used to get you to sign up for the account. I seem to be one of the few who don't like the service of ATT and decided to return my phone and cancel my contract 10 days after I purchased it. I was surprised to find a bill with a 175.00 cancellation fee. When I went back to the store where I bought it, they actually told me they couldnt help me and I had to call customer service (which took multiple calls and a few hours out of my day). The 175 was finally refunded (not very easily), however I was charged 99.71 for 10 days of service on a package that was 69.99??? My advice is to do your research and make wise choices.

    djmarden 3/16/10 8:45PM

  • Why doesnt AT&T care about the quality of their network? I can not begin to count the amount of dropped calls I get in San Diego, Los Angeles, and San Francisco. I use about 5000 minutes a month, and must drop at least 5-7 calls a day! Can anyone recommend a better network? I had Verizon in the past, and they were decent at best. Maybe going to have to give Sprint a try. Anything has to be better than AT&T. When I call customer service they say it must be a phone issue, yet I have had my blackberry bold replaced 5 times in the past 11 months...seriously are they all bad phones? AT&T fix your network.

    Casie 3/13/10 2:40PM

  • February 24, 2010 - Called At&T to complain about static on our line (if had been there for some time, but was getting worse).
    That same day they come out and told us it was there problem and they would put in a new connection from our house to their service.
    February 25, 2010- Our DSL line has now been out for two days since they "fixed" the static on our line.
    February 27 , 2010 - After MANY calls someone finally comes out to reconnect the DSL line.
    February 26, 2010 - Called our home number from my cell phone and was connected to my neighbors answering machine.
    February 26- March 5th, 2010- I've called everyone i can think of, the original guy to "fixed" the static on the line (which is back) came out and insisted the problem was in our home and could only be fixed if he comes in and checks the problem in our house. I wouldn't let him in.
    March 5th- They are now going to my neighbors house to fix the problem THEY have inside their house (they will charge them $50.00 an hour to fix the problem)

    Jbaboo 3/4/10 3:32PM

  • So I live in Atlanta and recently went on a trip to Dallas for work for 2 weeks. I arrive in Dallas with my iphone 3GS. I get to my hotel...and I have NO service. I go to the Lobby and I have NO service. On my way to appointments I stop by an AT&T store...WORST experience ever! Their employees are so rude...they blamed the fact that I had no service on APPLE!!! So basicially I spent 2 weeks in a Hilton hotel with no AT&T coverage. AT&T couldn't care less...I hate you AT&T. Sprint is looking sooo sexy these days. Come June BYE BYE ATT!

    Anonymous 2/25/10 10:19PM

  • I am currently living in Hawaii although my number is a California number. This is the second time in 6 months that my phone stopped working unable to call out. The last time it was out for 5 hours and I spent over an hour on a different phone trying to figure out the problem. This time I can’t even get at&t on the phone because the number they text messaged me is busy!

    meltyler 2/22/10 7:40PM

  • Good luck contacting att after hours.
    it is a joke.

    We have had a service outage here today most all day long on valentines day.
    Have tried contacting them over and over & the afterhours line is just there basic line. no human interactions.
    for postpaid or prepaid.

    I will be looking for a new provider even if its a long distance number.
    IM done with att.

    Anonymous 2/14/10 9:33PM

  • I do not believe there is an "AT&T' out there for me any more. I have spent two hours looking for a phone number that is able to answer a simple question about my service, and it was a complete waste of my time. I firmly believe you do not have any real people any more.

    If I cannot communicate with you by telephone, I will simply drop you.

    Shirley A. Weber

    shelbyaweb@sbcglobal.not 2/11/10 5:18PM

  • Extremelly displeased with Att wireless service. I purchased a contract in August of last year. Misplaced my Iphone 3GS after 2 weeks. I contacted ATT to replace it and I was told that I would need to pay for a full price at $500 dlrs. I didnt purchase one and have been making my monthy payment for 5 months without using 1 second of your service. I just found out yesterday that ATT decided to cancel my service in Jan. 8th because I didnt make my Dec. payment. when on Jan. 14 ATT received a payment for Dec and Jan. How is this? While contacting ATT customer support, I was told I still needed to pay the cancellation fee? What kind of business ATT runs? This is an outraged.
    I have no words to express my derange on your service. I should've known. I'm overwrought.
    this is AT&T culture and that is that it teaches its stores. I am beyond disappointed with the Customer Service at the store as well as its representatives. Just as you Mr. Jon, ATT store representatives are just passing the buck as well as the representatives at Customer service hotline.
    It is very shameful how ATT does NOT care for their customers.

    Tony 2/3/10 4:06PM

  • my iphone cannot connect to the internet, nor make calls for the past 7 hours. I've attempted to reach customer "support" only to hear we're closed.

    ava7266036@aol.com 1/20/10 12:05AM

  • "Due to user inactivity your session has timed out" is the response on your web site for any e mail attempts, immediately and "inactivity" is 2 seconds!!!!.
    How do people e mail you??
    In Witness protection are you??

    Anonymous 1/17/10 1:39AM

  • I HAVE BEEN WITH AT&T FOR 4 YEARS AND NEVER DID HAVE ANY TROUBLE WITH THE COMPANY TILL NOW,I AM FROM EAST KY AND ALWAYS HAD SERVICE IN MOST AREA'S NOW I HAVE NO SERVICE AT ALL AND THEY TELL ME NOTHING HAS CHANGED BUT STILL THE SERVICE IS NO LONGER HERE I HAVE 400.00 DOLLARS ON MY PRE PAY ACCOUNT WHICH I CAN NOT USE BECAUSE OF NO SERVICE NOW IN MY AREA,I TALKED TO CUST. SERVICE AND THEY SAY THERE IS NOTHING THEY CAN DO OR CAN THEY REFUND MY MONEY,IF THEY WOULD QUIT TRYING TO FIGHT VERIZON IN TV ADDS MAYBE THEY COULD CARE MORE FOR THERE CUSTOMERS.

    RON 1/13/10 7:41PM

  • AT&T has the worst people to work with. I have had problems with the bill ever since we have had them. I couldnt talk to my husband when he called from afganastan bc there were problems with the "tower" for several weeks so I called to cut off the service, and I done that on Dec. 17, 2009 here it is Jan. 3, 2010 and they still havent cut off the phone. And billing me for something I can not use.

    Anonymous 1/3/10 1:16PM

  • I have had problems with AT&T service constantly over the last four or five months now. Evenings and weekends, I am constantly getting "Connection Errors" and "Network Not Available" errors when I make phone calls. If I DO get through, the call is almost always dropped within 5 minutes, and then I spend about an hour trying to get a connection again. During business hours, I can usually get through, but again, about half my calls are dropped. For the first month we had a contract with AT&T, it was okay, but it is getting progressively worse. We have called almost two dozen times in the last few months to complain to customer service, and are always fed the line "there is some maintenance being done on some local/regional towers". I don't buy it. I'm pretty sure all the problems are because AT&T continues to advertise heavily, more people sign up for their service, and their system has become so overloaded, they can't provide quality cell-phone service to anyone anymore! I wish someone would stop them (legally) from making false advertisements, but in the mean time, I urge you: DO NOT SIGN UP FOR AT&T WIRELESS! You would have more fun just flushing twenties down your toilet. Seriously.

    Enraged AT&T customer 12/16/09 5:43PM

  • DO NOT SIGN UP FOR AT&T! Their service is horrible! I made the mistake of getting an iphone last month, and I have nothing but dropped calls. My emails dont come sometimes until 3 days later. My texts are hours late. I have been trying to talk with customer service to break my contract without having to pay for an early termination fee, but they are SOOO rude and couldn't care less. I will be paying the $175 early term fee and switching to Sprint tomorrow. I can not deal with the lack of call quality on AT&T. DO NOT GO WITH AT&T people!!! You will regret it. I live in San Diego, CA and travel to Los Angeles and New York often. This service is a JOKE!

    Anonymous 12/13/09 1:39PM

  • This isn't another "The Dog Ate My Homework" situation. I paid my bill on 11-25-09 and today 12-5-09 (Saturday) I get a call asking why I didn't pay my bill. I gave the RUDE person the check number and she pretty much called me a liar. I asked for a superviser who I could not understand (poor english). After being treated rude and on hold for over 30 minutes I hung up and called them. I paid my bill via debit card and had to do a stop payment on the check which cost me 5.00 out of pocket. My bet is USPS is more dependable than AT&T's mail room or accounting dept. When my contract is up they will lose my cell, DSL and land line business. The customer service dept is very rude and unreliable. I'm being polite!!!
    Roger in Wisconsin

    Roger 12/5/09 7:57PM

  • AT&T sucks. They dont care about their customers nor do they care about the quality of their network. Calls drop all the time.

    Anonymous 11/27/09 4:26PM

  • So I called AT&T today because they overcharged me $78 on my bill. I call from my iphone. Call #1, call is dropped. Call #2 AT&T rep hangs up on me, during a transfer to another department. Call #3, CALL DROPS AGAIN! (nothing new, my calls drop all the time) Call #4, the finance department is currently experiencing higher than normal call volume, and the current wait time is over 15 minutes. F THAT! I hate AT&T. It seems like looking at the ratings on this site and from most of the comments below, Sprint is the way to go. Guess i'll check out their Black Friday deals, and get rid of this pathetic AT&T.

    Anonymous 11/26/09 12:32AM

  • I HATE AT&T. There reception sucks! I constantly get dropped calls, voicemails and text's arrive 2 days late.

    Their pricing is out of control, and their customer service does not care about their customers.

    Switching all 5 of my lines to Sprint 12/14/09 when my ATT contract is up.

    Anonymous 11/20/09 12:06PM

  • AT&T provides TERRIBLE customer service. THey purposely do not have humans on the contact lines to continue to give you the run around. They submitted my name to a collections department for a DSL bill and I have never had a DSL account with AT&T!!!!!!!!!!!!!! I have tried to contact anyone/everyone for assistance with this problem buy I continue to be ignored. I am a US Army service member and I would never deal with AT&T again....

    Anonymous 11/13/09 1:48PM

  • My Iphone doesn't get service at my apartment. When I asked ATT about this when I first got it they assured me it would be fixed with updates really quickly. 4 months later it's still an ongoing issue.

    I talked to their techs and they agreeded that I was in a bad service area, but they would not let me cancel without ETF because it was an iphone. They said if it was a different phone it would be ok.

    No where in the contract does it say the iphone has a different TOS then any other ATT phone.

    Their customer service people were very rude and hung up on me several times.

    Dana Lawernce was very rude. Didn't know what she was talking about. Lied, and even lied about talking to the manager. When I asked to talk to a manager she put me on hold for 15 minutes and then told me she talked to him and said nothing could be done. I asked to talk to him personally and she hung up on me.

    Do not go with ATT. Their service sucks.
    I am starting an arbitration case against them and they will have to pay the fees.

    Eli 10/30/09 3:59PM

  • I bought my first blackberry in the middle of June of 2009. After having a problem with my first one, AT&T's warranty department swapped it for one of their "quality tested refurbished phones." Well, it is now the end of October (a little more than 4 months later), and I am on to my 6th, SIXTH!, BlackBerry Bold. Need I say more?

    surreal 10/30/09 12:02PM

  • Just FYI, everyone. AT&T's CEO makes $21 million dollars per year + huge bonuses. Plus, I'm an administrative assistant trying to contact customer service about our account, and I cannot even speak to a HUMAN BEING !!!

    aloumil 10/12/09 9:38AM

  • I was able to get a discount on my service through my company, so I went down to the AT&T store to get it done. A few days later I call 611 to check out the status, never done. The customer service rep calls the store and they tell her that there was no record of me even coming in. Pissed off, I call them and they tell me that I have to come in and do it again, and they tell me that the paper work I signed is not valid, and that I have to sign the same document again. The refused to use the previous documents. So in the end I had to go to another store to get this done. Get the handout of 500 rollover minutes and a one time $36 added to my bill for signing up with corporate discount. Been trying to e-mail AT&T to get some sort of compensation since I don't have a car at the moment getting around is difficult, but they don't care, and I've been with AT&T since 2003.

    jsidd 10/7/09 7:35PM

  • Six months ago, I transferred over to AT&T for coverage at our cottage in Northern Wisconsin. I had Tmobil and was told by AT&T that coverage was much better and that that area was covered. I soon found out that the area was not covered and I had no more coverage than I had with TMobil. When I complained, the saleperson in Rochester, MN told me that I should get an antenna, like his parents had. $300 later, I have the antenna and had it installed in my car. I can get better reception with it, however, I must be in my car. Secondly, I had a trip planned to Argentina and wanted to make sure all was set for my Blackberry and I'd have coverage. I was assured that all was "set to go". Needless to say, I was very disappointed when I arrived in Buenos Aries and did not have coverage. I spent hours on the phone getting it hooked up. (Incidently, the system you have in place for this service really sucks!) AT&T did cover the extra charges that I incurred getting this service hooked up. Last, I just returned from the local store where I spent a lengthly time trying to resolve a problem with reply and send on a message with my Blackberry. After about 45 minutes or so, I was on a limited time frame, I asked how much longer this was going to take. Well, said the supervisor, I can give you the number of technical support and you can call them. (Now, if I wanted that phone number I can certainly dial it myself). The original sales associate, Brian Reed, layed back and was texting the whole while she was attempting to get some answers. Perhaps, had he been paying attention as to how things were done, he would have acquired some knowledge as to how to fix a situation like this. And happily smiled and sarcastically told me to "have a nice day"..I think that unit definitely needs training in customer service and some mature staff. I am a business owner and if this were my employee, he'd have been fired on the spot.

    Needless to say, I will be moving my business to another company.

    Carole K 10/6/09 1:38PM

  • I placed an order at the online site for 2 phones on Sat 26 Sep. When I did not receive a confirmation e-mail by the following Monday, I began checking the online site and phone service number. Neither system could locate my order number, and the phone system would not connect me to a representative (kept sending me back to the automated system). I was able to find another number and spoke to a representative who was able to identify a temporary account number that had been setup during the order, but could not find the order itself. I was told that the online system had misplaced numerous orders from the weekend, and I should check back in 24 hours. Over the next three days I spoke to three other representatives. Two of those three were pleasant and made several different attempts to locate the order, but got no further than the temporary account -- both told me that I could not simply reorder but had to let the process repair itself (each with a prediction of 24 hours) to avoid being billed twice. The third rep would only take the original order number (ignoring my warning that I had just tried and failed to find the order in the automated system), then stopped searching at that point and told me that I should reorder -- I asked for some identification for the employee or the call (I wanted some confirmation of the call and the instructons in the event the phones arrived after I had purchased others elsewhere), but was refused. Based on this experience I cannot recommend AT&T to anyone. If its purchasing system is that unreliable and employee training that variable; how bad will things get once you are locked into a contract?

    Anonymous 10/1/09 8:40PM

  • the AT&T customers service is very difficult to reach especially at night I suggest that you should have 24 hours service for customers needs help about thier bills and problems or at least extension hours from 9pm. AT&T should not cut the line right away if the customers had a hardship of paying the bills because there many reasons why? number one reason if the customers are confuse of the amount they are being billed for, and number 2 if they don't have idea why the billing statement was not being mailed to them or did not recieved the billing statement, and number 3 and should not be cut the line because of emergency purposes calling 911 or any other reasons. it is very frustrating that the AT&T did not clear the customer first before cutting the line at least give them option or another extended time to settle the bills.

    pink_and_pretty 9/28/09 8:04PM

  • the worst possible service, in the world. Time to switch back to Comcast.

    tish costa 9/27/09 10:38AM

  • I have had problems with the new 3.1 upgrad for the IPhone. Internet connection and delayed issues. Also, the visual voicemail has been deactivated. Called into AT&T serveral times without a solution to the problem. They refer anything but the service back to Apple and appoligize for not being able to give the customer a credit dispite the inconvince because this is a "Apple problem". Apple will not give credits for issues that Im aware of.

    LostInApple 9/24/09 3:56PM

  • I had 14 years of loyal service with this cell phone company. More than half of those years I did not have a contrace with them. I have found AT&T to have no loyalty to their long time, paid in full or ahead customers. They offer no incentives to keep these clients. I found everyone from the lowly first person who answered the phone up to third and fourth tier supervisors to be rude and of no help at all in keeping my service. Therefore after 14 years, I dropped them and left.
    I would not recommend them to anyone in the future unless very sweeping changes have been made in their company!

    Judith756 9/22/09 8:01AM

  • Long waits, lousy wireless support

    Anonymous 9/21/09 5:10PM

  • Pay as you go? It should be USE IT OR LOOSE IT.

    They have $65 of my money but my account says zero. In trying to transfer to a new wireless account I discovered there must be at least $2 in the account to make the transfer.

    So what does AT&T say? Add $15, and then you can get your phone number transfered!

    Vultures.

    What Have You Done with Ma Bell? 9/5/09 4:55PM

  • I have a 5th wheel at a rV resort in Jucumba, Ca. For year I had no cell service but last May I did. I made some calls but was unable to receive any calls. To my surprise I was billed $200.00 for my calls because the cell tower was located across the border in Mexico. I was told by a customer service rep that I was responsible for blocking all incoming and outgoing calls and I better pay the bill. Since I have had a lot of no-service area problems, I canceled my plan, as allowed under law, and switched to Verizon. Now AT&T wants to charge me another $200.00 for a cancellation fee. I think AT&T is the worst telephone company in the world. I had a land line installed in my travel trailer so I could make and receive calls, what started as a $11.95 basic plan is now almost $20.00. They are a bunch of rip off artists and should be put out of business. More bars in more places is an outright lie and they should be investigated for false advertising.

    Lonewolf 8/15/09 10:24AM

  • Buyers Beware!!! AT&T has enacted a new policy of charging customers if they let the phone ring for more than 20 seconds when trying to make a call. What this means is that even though you talk to nobody you will be charged your daily fee (if you haven't used you phone that day) and for a minute of air time. Apparently AT&T has become so hard-up for money that they now need to defraud their customers out of .10 cents for letting the phone ring too long!!!

    Switching Carriers ASAP 8/14/09 1:48PM

  • Cant stand ATT. I get dropped calls all the time and they never credit me for anything. CS reps are rude as ever here.

    JostaJTF 8/5/09 10:41PM

  • Incapable on any basic level of getting customers satisfied.

    Anonymous 8/5/09 5:31PM

  • I had DSL internet 'installed' a year and a half ago. When I first ordered, I was told that a technician would come by in the morning and take a look at my telephone pole or somesuch; I had work in the morning and assumed the technician had come while I was gone. Upon trying to use my wireless internet, I found that every time someone picked up a phone in my house - or the phone rang - the internet service would cut out and take another ten minutes to get back in working order. I called tech support.

    Each person I spoke to had a thick accent and we could barely understand each other - but the one thing I do understand is that each of them took half an hour or more with me and ultimately gave me a different answer. One woman told me that there was too much wireless interference in my house (um, okay, the only wireless thing in my house was supposed to be my damned internet). Another told me that AT&T DSL is not compatible with my browser, Mozilla Firefox. I freaking lol'd at that one.

    It wasn't until I magically got an English-speaking representative that a technician came to my house, told me no one had done the appropriate work on my phone lines (ie the first technician never came) and that he would fix it in a jiffy.

    He fixed it, sort of. Once or twice a month, my router "forgets" my login information, and I have to sit through an hour (or more) long phonecall with someone with a thick accent, as they look at their little screenshots and try to tell me what might be wrong. By this point, I know what the problem is, as it happens to often, but the person on the line with me will often talk over me and insist that I must go through a bunch of steps I have already done BEFORE the phonecall. I have to reset my router and login info multiple times a month.

    If any other service were offered in my area, I'd have switched over by now. I am a patient person, but this is ridiculous. Every time I call and inform the person that this happens so often, the person will give me that scripted "Oh we're so sorry about that" - I don't want someone's sympathy, I want my internet fixed.

    My internet cut out again last night, and of the three different people I spoke to, two could not pronounce "cookies", "internet" and "control panel". I spent three hours on the phone before someone agreed to pass the case onto a higher up; a support ticket was opened. The rep told me she would call me back within half an hour. She called me back six hours later, by which time my internet had miraculously started to work again.

    It's been a year and seven months since I have ordered DSL through AT&T. When I move house, I'm going with Comcast. I am not a computer whiz, but I am far from computer illiterate - unfortunately, I can't say the same for the tech support.

    Hutchy 8/5/09 5:20PM


  • My cell phone plan includes a monthly discount of $6.00. When I recently signed up for a FAN discount at an AT&T store in Stonestown shopping mall in San Francisco, the rep failed to advise me that I would lose my $6.00 monthly discount for a $4.20 FAN discount. Since I was not warned of the consequence, I feel I should be able to switch back to my original $6.00 monthly discount offer.

    Thus I called the number listed on my phone bill, I was told to go to the AT&T store in person. When I showed up at the store, the rep said I could have called the National Business Service Dept. He tried to call the number for me but the office was closed due to the different time zone.

    The next day, I spent more than 25 minutes talking to and holding for someone at the National Business Service department, only to find out later he could not help me, but was to transfer my call. I asked for the direct number in case I would get disconnected, but the number was internal, so I couldn’t have the number, and subsequently was disconnected while being transferred.

    I then called the number listed on my bill, explained my situation, and was told for the FIRST TIME I could not switch back to my original discount offer because it had been replaced by another type of discount, and I had an old plan which no longer exist. I was on the phone for at least 45 minutes this time.

    As of June 23, 2009, I am offered a $50.00 one-time credit for my loss and the runaround I have experienced, but I cannot have my $6.00 monthly credit discount because it had been removed permanently. I would like to see my situation being handled more fairly. Any suggestions as to who to contact at AT&T?


    Anonymous 6/28/09 4:50PM

  • I have been holding to speak to a "High End Device" agent for 15 minutes. When I finally got one on the line, she was not able to assist me. Seems like she was reading a script. I return a defective phone. They sent me a phone shell as a replacement. Its been 2 months, issue not resolved.

    Anonymous 6/15/09 11:47AM

  • How about this.. I bought an iphone 3g on 5/8/09 after waiting to see if a new phone was coming out. I waited a year and a half. I just received a e-mail stating the C model was becoming available and I went to At&T and asked if I could upgrade and was told I was 1 day late. The store manager would not bend. So this is my last iphone, hello blackberry and verison.

    Anonymous 6/11/09 4:31PM

  • This Service is the worst. I have had to call in every day for the same problem, and I have to spend at least 15 minutes, and more than half the time they can't resolve it.

    Anonymous 6/11/09 5:51AM

  • Absolutely pathetic. Totally customer unfriendly. Long delays. We are forced to listen to numerous advertisements.

    Anonymous 5/11/09 10:37AM

  • I recently bought two iphones at the AT&T wireless store in Montpelier, VT. I had to wait two hours before I was waited on. Today I went back to buy another charging unit, and the wait was estimated at two hours just to talk to a sales representative... just to buy a charger!!! This poor level of service is unacceptable, and people are beginning to get angry and disgusted with AT&T. I recommend new management.

    jbmcf 5/6/09 12:00PM

  • I am writing with regards to misguided information provided to me through 2 of the AT&T customer care representatives. I was given the misguiding information regarding the unlimited data plan on my account. I was told that I could use the messenger service if i take the unlimited data plan, I was not told that i had to take a $30 unlimited messaging plan with it too. This was too very misguiding, and because of this wrong information, I have received a bill balance of $751.
    It is not at all affordable for me, as I am just a student. And it is not at all expected from the AT&T customer care service representatives to misguide customers. I want you to look into this matter as soon as possible, and also to make my bill balance $112 which I pay monthly. I do not think it is fair for me to pay $751 just because your employees misguided me. I do not think I am responsible for this.


    WORST SERVICE 4/30/09 9:34PM

  • Worst service ever!!! Ordered AT&T's bundle deal with phone, DLS, and TV through Direct TV. Direct TV came out and installed everything in under a week. Took AT&T a month to get me phone service and forgot all about my 5Mb DLS service. Took another 2 weeks to get DLS and was only the basic 1Mb speed. Then service goes out 1 week after being installed. Cancelled my service and am being charged over 220$! NEVER go with AT&T anything!! Waste of time and money!!!

    Anonymous 4/28/09 8:19AM

  • Please, Please make the process of changes of service with corp. accounts easier!!! I waste too much time when calling to make changes, if you did not have an iPhone exclusive, your company would be so a arrogant and would try to imporve it's relationship with business accounts.


    Thanks!
    Doug

    Anonymous 4/20/09 11:47AM

  • I HAVE A ATT HOME PHONE AND TRIYING TO SAVED MONEY I GET THE INTERNET, U-VERSE AND MOBIL PHONES BUT FOR SOME REASON THEY OPEN TWO MOBIL ACCOUNT AND I GET ONLY ONE SET OF MOBIL. I CALLED ATT 100 TIMES THEY TOLD ME TO SEND THE PHONE BACK I DID. THEY WILL CANCELED MY TWO ACCOUNT AND SEND ME A NEW SET OF MOBIL I BEEN WATTING FOR 24 DAYS CALLING ALMOST EVERYDAY AND CANT GET ANY ANSWER FOR THIS MATTER, BUT THEY REALLY GOOD IN BILLING I GOT MY BILL 3 DAYS AGO NICE $535.00 IT'S A JOKE HOW YOU CHARGE ME FOR SOMETHING THAT I NOT HAVE...

    ROYAL PALM, FLORIDA 4/14/09 8:53AM

  • I need some help, my LG shine (cingular) is great! but yesterday it was working fine, then i wake up this morning and it keeps saying Service unavalable..i cant call anyone, and people cant call me i got voicemails i need to check, and ppl i need to call. So could someone please help me out tell me what to do? i tried turning it off and back on it didnt work.

    BaByGURIL08 4/13/09 10:43AM

  • I am completely dissappointed with the ATT service. I am military and getting ready to deploy on my third deployment to Iraq. I wanted to put a system in place where my family and I could communicate during the deployment. I was told I should go with the blackberries, a local plan, an international plan, and then we could text/message at a very affordable price. I signed the local contract, bought the phones, and was told to add the international service once I activated them. That all done, I went to add on the international service and was told I couldn't do it because I am stationed in Germany. Now I have a two year contract, phones, and can't even establish a wireless connection. I'm going to sue ATT. LTC John Kornman

    John 4/10/09 9:31PM

  • AT&T has the worse customer service on earth. I placed my order on 3/27 got an e-mail telling that my order was OK. Waited until Monday to check the status of my order it had an attention on it. Called the premier helpless desk. All they say your "order is being process wait 24-48 hours". Called them at least 20 times to try to resolve the issue, including supervisors. Is Friday 4/3 I called to cancel the order "we cannot cancel the order because is being process" I told them that is what your department has been telling me for the past 4 days. "Sorry sir there is nothing that we can do until it comes out of that state." I said, I will call on Monday and I will get the same answer, what are you going to do then, she told me "you will put me with a manager". Hmmm, I said do that right now. She said "I can't..." I said let me talk to your manager, she replied "there is no one here." Their system sucks, I which apple had not been this dumb to make deals with such a looser company...no wonder they (att) went bankrupt once...

    monito 4/3/09 2:21PM

  • Bar none, AT&T Wireless has the worst customer service with regard to its BlackBerry. Within the last year, I have had two very troublesome problems -- the erasing of all of my incoming emails which were replaced with SOMEONE ELSE's emails. In each case, it took the customer service reps several hours to figure it out. Right now I have had my email restored, but ONLY up to a month ago. No one at AT&T knows where they have gone or why they went in the first place.

    Anonymous 3/19/09 4:42PM

  • I am completley frustrated with your online service. You need to make it easier for people to access their information and speak to people that are capable of helping customers.

    Anonymous 3/16/09 9:04AM

  • Your service sucks! I switched from Sprint and boy am I sorry! Now I understand why you have a need for so many phones. I have to lure people somehow! But if you ask me service or phone, I'll pick service. I was nextel customer for 6 years and never had I lost service. I am att customer for 10 days and since yesterday I get message on my phone "service unavailable" This is unacceptable. I don't have a land line and I live by myself. Again AT&T you suck!!!!!. I am going back with Sprint.

    Anonymous 2/28/09 12:14PM

  • I remember when there was a 24 hour customer service number....what happened to this??? It is very helpful to people who work odd work shifts!

    Anonymous 2/27/09 10:40PM

  • your service is bad!!!
    I signed in as a new costumerand my phone line from Verizon is dixconnected and my AT&T phone too.
    I spent a whole hour with a sales person yesterday and still no connection

    Anonymous 2/26/09 5:26AM

  • I purchased a Quickfire for my son for Christmas. I paid $400.00 for the phone and it has been nothing but trouble. The touchscreen operates backwards from the command you touch. ATT store reps gave me a 800 #. When I called I was told they would send a new phone and I was to return ours. The phone I recieved was "refurbished", not new! The replacement phone has the same problems. I am very frustrated as it seems the only recourse I have is to play "phone merry-go-round". Has anybody had similar problems? Yes, I agree ATT service is the worst!

    Sandqueen1 2/19/09 7:20PM

  • ATT has the worse customer service in the world. You would be better off using a prepay phone. My account is wrong not my fault ATT acknowledge its their mistake but does nothing to fix it. My account says I'm not able to get an upgrade this is a lie. I've had my blackberry since 2006. Now i want an iphone, I'm told just pay the $400.00 and we will credit your account late. Mine you I have waited the 72 hours to correct the problem, no response or call back. Then i call customer service again now this is the fourth time,response "Oh yes we will correct that problem in ten business days." Now this is day six without a phone, the branch store says customer service can only fix this customer services says no its the store who can. That was the first three days. Then the branch store says yes we will call the president of the company he's the only one who can fix this problem. Still no response, so one in a company of thousands can fix a screw-up. But i'm told you can get any other phone they can correct that right then just not an iphone. I'm a ten year customer from sun com to cingular now ATT. To make matters worse i just brought my son his second iphone six days ago but i cant get one.
    If not fixed in three days i will move to verizon all 4 lines

    disatisfied customer 2/19/09 10:36AM

  • Personal phone cell matter,
    case cm200901225xxxxx



    I was given the above case number to resolve this matter to no avail. I have been trying to get this matter resolved for almost 3 months. Just to sum it up, i was given wrong info by one of your representatives on November 6, 2008 regarding my cell phone usasge. It was later proven to be fraud and misrepresentation by one of your rep's regarding going over my cell phone minutes by approximately 540 minutes in October, 2008. It was proven that i have never been over my minutes, your rep advised me to go to unlimited plan to get rid of the overage and i advised i needed to see proof in the meantime which i finally received a couple of weeks ago. I have talked to 2 managers (Malcolm Chambers and Livinia Mathews)and both of them reassured me that i would be credited for the money i paid for the unlimited amounts and put back on my original plan for 650 minutes per month and also that i would be given back a substantial amount of my rollover minutes that i lost when i went on the unlimited plan. I went online today and it states that i still owe $116.00 and i have only 450 minutes and only 800 rollover minutes. I have been a longtime AT&T customer but i am ready to cut my losses because i have not been treated in a fair or professoninal manner and i am exhausted from attempting to resolve or get satisfaction in this matter and i am getting the short end of the stick due to the misrepresentation. But not for your representative misleading me about being over my minutes, none of this would have happened and i would have been on my original plan of $39.99 consisting of 650 minutes and i also had over 2000 rollover minutes before i went on the unlimited plan due to being mislead. I believe that all of the info and details involving this matter will be in your system.

    Anonymous 1/30/09 11:17AM

  • Been customer for 6 yrs. Got a phone for a Christmas gift and was told by an employee that we had until 12-29-08 to return it. Returned the phone on this date to exchange it for another phone. Was told by customer support that the calendar date is not same as receipt date (starts 30 days on day of purchase) so the phone was not returnable. Finally got the manager to allow an extra day (since her employee told us that we could return phone on said date) but had to pick out another phone in the store on this date. Picked out a phone that was found to be out-of-stock, so we were charged a $25 restock fee to return original phone despite talking to manager/employees of the store. They were willing to give a $20 discount on another phone but that expired on the 31st and the phone that I wanted would be out-of-stock for any time up to several months to being discontinued, as they couldn't make any promises. Manager refused to offer crediting restock fee towards the purchase of the out-of-stock phone when it becomes available. (Coincidentally manager had to call me back in mall because she was busy and my great AT&T phone could not receive a signal and I was only around the corner from the store!). Customer service very disappointing. Will not be renewing my contract after so many years of being with them.

    Anonymous 12/29/08 2:20PM

  • Big phone company service - on hold for >30 minutes while they try to reach someone who can help, then disconnect you and you have to call back. Ugh.

    ugh 12/13/08 12:23PM

  • Customer Service is terrible. I have been trying to straighten out the billing on our business aocount for 6 months and it still is a mess. To top it off, the mistakes were created by AT&T!

    They finally assigned a local rep to us and he stopped answering my e-mail about a month ago.

    Trying to go up the food chain is impossible.

    kbarker 9/30/08 1:50PM

  • Submit your comment >>
  • I've had services with ATT for least 6 years and yesterday I experienced the most courtesy assistance in helping with my account. For the last past 4 months my bill has beed outrageous one $400 bill. I talked to several reps but one never suggested a new plan to accommdate my useage or my requirements. The young lady was a very sweet and patience which is hard to found this day and time. I might have been a little over aggressive (no swearing) but she handle it very professional. She suggested explained my account to me that was the charges and offered me a solution. She simply give me the options to assist me in the future by telling me the plan I had old and I probably need to switch to the new plan. I appreciate her help and not once she seemed inpatience with her voice tone stayed the same conservation the whole transaction. I would like to acknowledge Jessica Scott(Orlando, Fla) for such an excellent job but most of all having a beautiful personality and taking her job serious. Thanks again have a great day.

    ms. cg 6/23/10 12:06PM

  • I had the pleasure of dealing with ayleen This spanic lady definitely knows what customer service is suppose to be like. I would hope someone would acknowledge her efforts and committment and provide her with a position to train others. You did a fantastic job Ayleen.

    SOL 6/4/10 3:40PM

  • I just called customer service and told them I got locked phone off ebay, and phone was reading sim locked...the lady was extremely helpful and even offered the code without me having to beg for it. I did have to give her a phone number ( I gave a land line #) and my name and that was it, she even walked me through the unlocking process no questions asked. She was absolutely wonderful and I could not have asked for a better experience. I will remember this in the future if decide to switch carriers!!!

    Anonymous 5/14/10 7:57PM

  • @ everyone that complains about the service, mine has never failed or my husbands or my friends that have att. Customer service could be a little better but other than that i have no complaint. @ the ppl that complaint about the prices, you get what you pay for and if you want the whole deal then you gatta fork over the bucks. @ the person that dealt with the rebates, who does rebates now a days, you should have gone to radioshack where they do everything instantly. I got my phones there and i didnt have to wait 6 months for any rebates. Do your research before you buy and REMEMBER ITS NOT ALWAYS THE COMPANY IT COULD BE YOUR PHONE. If you constantly drop your phone and treat it like its made of iron then ofcourse your never going to be able to make a call and your reception will suck. Think of it like this, if you have a laptop go around dropping it a few times and lets see how well it works after that. Then you can go ahead and bit&% about the company that makes the laptop.

    chi-ali 4/29/10 8:37AM

  • I had the pleasure of dealing with Nallely Garcia in Modesto yesterday. This young lady definitely knows what customer service is suppose to be like. I would hope someone would acknowledge her efforts and committment and provide her with a position to train others. You did a fantastic job Nallely.

    Thank you,

    Julian Buantello

    Julian 4/15/10 11:17AM

  • Katie Kearney was my csr and she was wonderful and very helpful at solving my problem and getting me another phone.
    Jaqualine Rowe

    punkyrowe @yahoo.com 4/6/10 1:25PM

  • very happy with customer service. Called today very concerned about charges on my account and "Chuck" was very helpful in making sure that I was absolutely satisfied with everything. He made it very easy to understand exactly what was going on with my account.
    Thank you!!

    Anonymous 2/22/10 8:08AM

  • I have been an AT & T user for many years , since the company was Cingular and I have never had problems with the service. The ONLY time any of us in opur family has had any issues with dropped calls it was because of the phone , the phone was a very old one and as soon as it was replaced there have been no issues with dropped calls.AT&T CUSTOMER SUPPORT IS EXCELLENT .I have only had to call for issues like help getting ringtones, answer tones etc. They follow up on your issue by repeating what your concerns were ( reason for calling ) make sure they have covered each concern and then ask you if they have satisfactorally handled your problem and then they folow up by calling back , they have another tech call you back and check to see if you were treated well and make sure your problem was solved and they are all so nice .I always tell them they are the nicest people I have ever dealt with .I just wish the cable people were and also the computer company I have to deal with is awful so I appreciate getting nice, competent people at at&t .

    Anonymous 1/13/10 8:23PM

  • ATT wireless has always resolved my issues when I've called in. Great wireless phone company.

    Anonymous 1/13/10 6:30PM

  • Almost never have a dropped call, service is excellent where I live, and the times I have called customer service they have been responsive and taken care of the issues immediately. The iPhone is also a dream of a phone to use. I switched from T-Mobile to AT&T for the iPhone and am happy about it. Don't get me started on Sprint. Dropped calls continually and the worst customer service I have ever experienced.

    chadbag 1/13/10 2:31AM

  • Today a problem was resolved concerning my internet service. I was on the phone from 1:40 p.m to 2:49 p.m.I recently had a death in my family and needed to keep out of state relatives informed by internet. My representative took me through the steps to enable my internet service. I stopped counting after 4 times. She was the most patient person I have ever talked to on the phone. I had to check my modem, find a reset buttom that I didn't know was there and then change my member ID several times, however she stuck with me until I was connected. In the end I felt like an inexperienced pilot that had been talked down by someone in the control tower. Thank you AT&T for workers like Ms. May #AM050F. Happy Holidays. Martrice Edge

    Anonymous 12/22/09 5:05PM







  • I'm on hold and we've been working on this a long time but I got through to costomer service quickly and the english speaking women is trying her darnest to help me.

    Anonymous 12/10/09 5:24PM

  • I was charged $258 for an overage in minutes I called AT&T to see if they could do anything for me since I was a long time customer. To my surprise they gave me a curtesy credit of 50%. I have to say I'm happy and appreciative sorry to read some of these comments because my experience was great and have service everywhere i go!

    SharonFields 12/7/09 2:45PM

  • I have called 3x customer service. one was not good but 2 were great

    110bloom 9/12/09 11:03AM

  • I needed to add international roaming to my account to my trip. I reached an operator right away, using the number you provided. I was able to get it added after being transferred to an international service person. No problems

    anonymous 7/11/09 8:00AM

  • As a retired Bell System employee, I hold ATT to a higher standard than most companies I deal with. I am generally furious when I get non-english speaking humans when I call; if I am able to get a human at all.

    Thanks for employing courteous, capable, kind english speaking folk to man your customer service desks. You stand ALONE in the crowd and thanks also for indicating your willingness to accept the dial 0 option early on in your dialogue, both on the phone as well as on the webstite.

    God bless you all for a job WELL DONE!!!

    Anonymous 4/15/09 8:03AM

  • I have had an account with AT&T wireless since 1997, when the first truly nationwide digital plans were available.
    I have always had nothing but good experiences with their customer service departments, as they constantly seemed willing to cooperate and truly made me feel like they appreciated my business. The reps would always backdate a service change to accomodate unusually heavy usage the month before (after the fact). Unlike Cingular and Sprint which I had to have on a couple occasions due to no AT&T coverage, and had to suffer through the bad coverage combined with non-existant customer service.
    About 5 minutes ago I called to cancel a line and they deleted the $9.95/mo charge and told me to keep the line if I wanted to (plus added 1000 roll over minutes to the account). One more example of their customer friendly corporate climate.
    Now... if Direct TV or the cable companies would only take lessons from AT&T regarding customer appreciation, the world would be a better place.

    Traveler 4/1/09 2:33PM

  • I would like to acknowledge one of your employees. Jason @ AT&T store # 3093 Register 4 Promenade, 500 Route 73 South, Suite D-13, Marlton, NJ 08053. I did not know how to set up my cell phone voice mail. I stopped in your store on Dec. 18, 2008 and Jason impressed me with the customer service that he provided. Jason took the time to make many phone calls and helped me through this problem. It took lots of time & patience to get it right. I would like thank Jason & AT&T for great customer service that I received.

    Jean M. Keskes 1/15/09 2:37PM

  • Well done, informed and quick to respond to the problem

    Anonymous 12/10/08 7:02PM

  • Submit your comment >>
  • Hey guys I work for att wireless outsourcer(not going to mention who) but what the previouse person said isn't true for all its employees. I work in the customer relations department-something verizon doesn't have-but we go through about 3 weeks of 40 hour weeks of training to make sure it is right. we try to make it right and usally help with whatever we can, sometimes what you ask for is ridiculas. Just think about it if you ran a business and all of your 80 Million cusotmer called in to get half of there bills waived or a 400 dallor phone sent out to them every day. We do what we can but think about what you want befor you call and make sure that it is realistic.

    ATT Agent 6/2/10 9:04AM

  • The customer service dept. is not run by at&t, but by a company called Convergys. they pay low wages & have trouble keeping employees. Employees are given minimal training, and that traing is very poor for such a complex service. Charging $1.50 for every voicemail and directory assistance is SUCH a ripoff. And why they charge for text messing is beyound me, since you're not using anything that costs at&t money. Ranked 3rd in nationwide survey for dropped calls. (Verizon ranked #1). Convergys employees have the power to immediately credit your account upto $250.00 AND give you hundreds of extra free rollover minutes, but this seldom happens.

    Anonymous 1/18/09 8:26AM



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