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AT&T Wireless

Customer Service Ratings and Comments

AT&T Wireless is ranked #61 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 52.86 out of a possible 200. This score rates AT&T Wireless customer service and customer support as Disappointing.

NEGATIVE Comments

53 Negative Comments out of 65 Total Comments is 81.54%.

POSITIVE Comments

12 Positive Comments out of 65 Total Comments is 18.46%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating
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  • 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

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  • 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

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  • 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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