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AT&T Worldnet

Customer Service Ratings and Comments

AT&T Worldnet is ranked #187 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 26.00 out of a possible 200. This score rates AT&T Worldnet customer service and customer support as Terrible.

NEGATIVE Comments

24 Negative Comments out of 25 Total Comments is 96.00%.

POSITIVE Comments

1 Positive Comment out of 25 Total Comments is 4.00%.

Issue Resolution

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Cancellation

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Terrible Overall Customer Service Rating
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  • absolutely agree. press prompt 5 add a new service. immediate answer, though they have already hung up on me three times. I keep insisting. I am only doing this because my email account name is important for me to keep. I would not choose this company every for any other reason than being bound to it.

    Anonymous 3/12/10 1:36PM

  • At first I was worried that my e-mail account might end because I kept getting the message that ATT would close it 3/31/2010 if I did not make changes that I should have been informed of in a previous e-mail from ATT. I didn't get a previous e-mail so I tried to contact the company to find out how to make the change they wanted so my e-mail service would continue. I have spent hours trying to talk to a human. There is a 45 minute wait at the help number and an endless robotic phone menu to go through. Then when I did get to talk to a person I was transferred 3 to three other people the last of which hung up on me. So NOW it does not seem like such a big deal to lose my e-mail. ATT customer service is LOUSY. It STINKS and customers should be leaving in droves. I will be leaving--for sure. I finally found the info I needed in a complaint written by someone else. FYI the email accounts can be updated at www.att.net/attpby. Now why can't the company just include that in the message that the e-mail service is ending?

    Anonymous 3/11/10 2:05PM

  • I agree with all that has been posted. This has been the Horrible service possible. After two weeks of trying and getting the recording that there would be a 60 mins.wait,
    I waited 90 mins. and still nobody came on line. I finally pressed the number for setting up a new account and got someone right away. I explained the situation to him and he connected me to someone else who gave me www.att.net/att.pby and also told me to call 1 866-722-3425 if that didn't work.
    I can not believe a company like ATT can treat clients like this! Is there any government agency that we can report this to?

    Anonymous 3/11/10 10:20AM

  • An open letter to Worldnet CEO:

    Subject: Extremely Bad Customer Service

    To Mr. Randall Stephenson – CEO Worldnet Services,

    This message is to express extreme frustration by myself and many other Worldnet customers.

    Many, but not all customers of Worldnet received e-mails announcing the demise of Worldnet, and that those customers that still wanted to continue with AT&T would have to migrate their existing service to the new AT&T/Yahoo portal.

    What followed and continues to be the case, is a quagmire of confusion concerning procedures, directions, and misinformation provided by AT&T support. And I use the word “support” only in the since of what should be, not what really exists.

    AT&T websites describing the procedures contain links that don’t work, software that doesn’t work, and a forum that is not properly and adequately staffed for this type of conversion.

    Many long time customers are becoming so frustrated with the process that they are dumping AT&T as a provider. As a customer for more years than I can remember, I would hope that is not the purpose of such extraordinarily terrible service.

    As a retired Bell employee I see a world of difference in the way that AT&T is viewed now versus when I first hired or even when I retired. I was an employee when AT&T was busted up into the baby bells, but never saw such acrimony toward the company as there is now.

    I contribute much of this to the huge mistake of moving customer support off shore. If you can get a live person to talk with, much of the time they cannot understand you and vice versus. If you have a question that is not in their flow chart of answers they are lost. They just don’t have the knowledge and experience to think outside the box.

    I have been on hold for Worldnet support for 85 minutes up until this point, to get a couple of questions answered concerning this migration process. During this time I have taken a few minutes to start looking for a new service, as I doubt that I can continue to put up with this level of extremely bad customer service.

    About the questions that I am trying to get answered via phone….. I posted them on the support forum, but the AT&T Experts that occasionally show up in the forum seem to be ignoring them. These are similar questions that someone else posted today, but again seem to be ignored, even though the “Experts” make their presence known by posting one or two messages on something else. The answers to these two questions would clear up considerable confusion for myself and many other users.

    Something else of considerable confusion. The first announcements for the demise of Worldnet service stated 3/15/2010 as the date. A subsequent letter that I received states that the date now has been extended to 3/31/2010. This letter is dated March 1, 2010.

    But the AT&T Experts in the forums are still spouting 3/15/2010. So which is correct? This is quite typical of what is happening concerning getting the correct documents, procedures, and answers to the customers.

    If you would take a few minutes and look through the postings on the AT&T Dial/DSL Forum you can easily see the level of frustration of existing and past customers.

    http://www.att.com/t5/Email-Internet-and-Security/ct-p/Email_Internet_Security

    Unfortunately, you will miss the postings by some ex-customers that left with their parting thoughts, as several have been deleted by staff. Too bad they don’t use that time to provide better support.

    My final words…. as a Bell manager I was involved in and was responsible for many conversions and cutovers during my career. Top priority for any and all of those processes was customer satisfaction and service. In fact, if the customer even knew that a conversion took place, other than via the media, we were extremely disappointed in our completion of the project. I don’t see that as the case here.

    I’m very disappointed and frustrated and hoping that someone in AT&T actually cares.

    By the way, every time I get a notice from AT&T that they are going to “enhance” my internet experience, I cringe. Past experience tells me that I’m going to have slower service, a whole lot more advertizing on my web pages, and a whole lot of other stuff cluttering my web page.

    Chuck 3/10/10 4:19PM

  • With regard to the migration from ATT Worldnet to ATT Mail, it has been nearly impossible to reach customer service. Waits are over an hour.

    Anonymous 3/8/10 10:07AM

  • They knew this transition would increase their call volume, so why are people holding 50-60 minutes to get through. I work, who can hold that long in their office. I may have to bite the bullet and give up my att address that I've had for a decade.

    Frustrated 3/8/10 7:29AM

  • All these comments make me smile... not that they are funny by all means... lets just put it is this way.... all the pl I spoke to at ATT&T were polite and friendly... but I do believe noone knows what they are talking about:
    1- Took seven pl to get my billing address correct.. ( I do hope they got it right now.. since they owe me money not the other way around heeh)

    2- Since the house I got the service put (phone and wireless internet) is my second home used mainly in winter, i was there for only a month so I asked the to be put on hold. This was last week and they gave me a Confirmation number... guess what it was never done!

    3- Every person i spoke to for the services and I spoke to many..... gave me all a different price for these services...

    4-After coming back home I received their bill.... statement and honestly I am still wondering now how the post office got this statement to my home even the area code was wrong and the province (By the way I live in canada and my winter home is in Florida)

    5- the amount on the statement was totally a surprise but I payed them just the same.

    6-Before I left I was told to open an account with them I had to send them a fax with my passport (photo copy) and driver's lic. which i did.. they were suppose to call me in 24 hours... I called them three days later since they did not call.... I was told that the faxes had been down for two weeks ! eheh........I was told to send the same thing plus a copy of my social insurance number to another fax and he would call me as soon as he got it.

    I forgot now who called if me or him but there was a problem... do not forget pls I am canadian and therefore all my documents are canadian.... I was told that I had the same social insurance numer as an American ho had passed away.... and this is the reason why they owe me 50.00$ they asked for a deposit since they made me understand I was not a good credit risk (strange that FPl the elect. company of Florida felt I was a good credit risk....

    I was told for the suspension a certain price and then it changed... finally after having been on the phone with them since monday... Wednesday I asked that everything be cancelled that Icould not continue being with them on the phone all these hours.... immagine if I was paying long distances??? thank god I have a service that makes me pay 25 cents a call!!!!

    All in all.... I do not understand how such a big company can work so badly..... I swear I must have spoken to pl from all the states in the usa....and everyone made one mistake after the other.. though I cannot say they were impolite with me.... but the service is terrible... noone says the same thing.... the prices change from person to person.... strange way to work a company!!! too bad



    NicePersom 3/6/10 10:06PM

  • I know what all of you mean. But I havent had a complaint since they stopped billing me more than 9 months ago. I want to share the tale to let you all know that this big guy is getting a small come-up-ance.

    In February of 08 I moved from one town to another. It was a minor move really. I just moved from the a rented trailer in a bigger town to the mobile home I had bought in a smaller town.

    I contacted AT&T before the move to arrange for the service to be moved. It took three attempts and I was without service for 2 months even though I contacted them more than 3 weeks before the move.

    Everything went smooth until a natural disaster destroyed the mobile home I had bought and I had to again move the service. It took another two months to get the service on and I was ready to move back to my previous location a month later.

    And here is where it gets interesting. When I called to have the service moved I inadvertantly gave them the wrong zip code. That caused quite a stir since the gps could not recognize that my home was not in the zip code I had given them.

    To make a long story short...these idiots sent their service guys to my temporary apartment 4 times to hook up my service before one of them actually called me to ask why I wasn't there. When I explained the situation he was more than happy to come and hook me up. Why the other 3 service guys couldn't have done that I do not know.

    When he finally arrived it was 3 months after my move. He hooked me up and even sent a service guy back by to bury the new cables. However, when two months went by and I still hadn't received a bill I got worried and called AT&T. It took me more than an hour to get to the correct service agent but when I did I learned that the bill had been returned as undeliverable because of a faulty zip code.

    I was infuriated because I had verbally changed this with agents 4 times. The lady I spoke with got very snotty and said that they had already shut me off and that I had to pay the bill to be turned back on. My exact words? "OH Really! Well if you idiots ever figure out where I really AM and actually DO turn the service off...maybe I will pay the bill to have it turned back on...but not likely" and I hung up.

    I haven't received a billing at my new home and have had service since May 09. POWER to the PEOPLE!

    Anonymous 3/2/10 12:49PM

  • Mon March 1 10:00 pm The agent ID DLKAURR05 was very RUDE and Disrepectful towards me ,which I requested permission to speak with her supervisor.And she denied my request ,put me on hold and I waiting over 1 hr and then was disconnected.Not to mention the wait of over 47 min just to speak with a rep...She also gave me a bad web address to contact about this issue...I hope someone gets in touch with me about this matter.

    Please Give me a break 3/1/10 9:29PM

  • I've spent over 6.5 hours trying to clear up a billing error with ATT Worldnet. My cable company supplies me with my internet access. I was told I would be charged $7.95/month to keep my email accounts. My credit card was charged $15.95. No one can direct me to the correct department to clear up this problem. I'm going to get free emails with gmail.com and cancel ATT Worldnet. Then I'm switching my phone service to Verizon.

    annonomous 2/23/10 7:25AM

  • Yesterday, I called the 800 number and waited 2 1/2 hours for someone to answer. Apparently, on or about March 8th, I am going to lose all my email information. The person I spoke with tried to be helpful, but what he told me appears to be incorrect. THIS IS THE WORST SERVICE I HAVE EXPERIENCED IN MY LIFE. I have had worldnet for about 15 years and am quite upset about the likelihood that I will lose my email address.

    none 2/23/10 3:41AM

  • I tried to inquire about an E mail about disc of my ATT worldnet account. Dialed 1-800-400-1447 multiple times getting queue recording giving 1hr to 30min wait.
    Retried again this am, waited 2 hrs listening to the queue. Tried other suggestions with no results other than getting hung up on.
    DJR

    Anonymous 2/22/10 1:21PM

  • I have been am ATT Worldnet user for over fifteen years and now after years of paying for my email address and personal web pages they (ATT) tell me they are cancelling all personal web pages and that I must transfer my email to a new ATT entity. These folks are truly clueless. Long waits for help if it ever arrives, tech people who don't have a clue about Uverse, Worldnet or much else and a F^&* You attitude. Disgusted and considering dumping my ATT stock along with legal action.

    Anonymous 2/18/10 6:49PM

  • I have now been trying for several months to make sure I maintain my att email account during this absurd "switch over". I have called and called, made a trip to the local att store - no help there. Long delays, hang up's, clueless people, same old song and dance. I am a Realtor and have had ATT email for 13 years. If I cannot somehow transfer this I am going to lose massive amounts of business. My question is who has the class action lawsuit? I should have stuck with yahoo years and years ago. Instead I have been paying for their service that may now vanish into thin air. Whatever you do don't EVER att for anything that matters to you!

    Kate Matteson 2/18/10 12:53PM

  • Totally complete lack of any kind of customer service help. On hold on telephone 3 times over 15 min. each time and got dropped call on each...(using land line phone...not cell)
    There is no help whatsoever with this company.
    Very unfortunate since the ATT name goes back in history with good reputation...
    SOOO SORRY THAT IS NOT THE CASE ANYMORE!...THIS COMPANY SERVES NO ONE AND AGGRIVATES CUSTOMERS AND SHOULD NOT BE SUPPORTED BY ANYONE ANYMORE!

    dalebill 2/17/10 9:13PM

  • The worst service I have ever experienced.

    R. Briggs
    Fairbanks, Alaska

    Anonymous 2/16/10 1:05PM

  • I agree with the other comments. Receiving service from AT&T is terrible! Long holds, people who can't understand what you are saying, being directed to the wrong service, disconnected. With this kind of service, we should all be getting free phone connections. And it's been like this for 2 years at least!

    Illinois 2/13/10 8:37AM

  • Customer Service Department - Representative from India was completely rude and ended up hanging up on me.

    vanessa5618 12/30/09 2:44PM

  • I AM AN EXISTING CUSTOMER, OVER 8 YEARS, AND THEY CAN NOT FIND MY WORLDNET ACCOUNT. I ANSWER ALL THEIR QUESTIONS AND THEN THEY DIRECT ME TO THE WRONG SERVICE. THEY TELL ME TO CALL 800-400-1447 AND TRY AGAIN, EACH TIME I TRY CONNECTING THE WAITING TIME IS JUST UNBELIEVEABLE. AFTER HOLDING ON FOR AWHILE, LIKE ALL THE OTHERS I HANG UP. IF I HAD A BUSINESS AND MY CUSTOMER SERVICE DEPT OPERATED THIS WAY, I WOULD CLEAN HOUSE WITH THEM. THIS IS NOT CUSTOMER SERVICE BY NO MEANS. I GUESS YOU GET WHAT YOU PAY FAR WHEN YOU OUTSOURCE. SOME OF THE PEOPLE, I COULD HARDLY UNDERSTAND AND I LIVE IN EL PASO. I BELIEVE THAT IF I TRY AGAIN SHORTLY AND CAN NOT GET THROUGH, I AM GOING TO CANCELL THIS AT&T SERVICE. THIS IS JUST UNBLIVEABLE.

    Anonymous 12/22/09 10:41AM

  • I just hung up after 48 minutes of silence interrupted by "please wait". It worked, I hung up! Is this rediculous or what?

    gw 11/27/09 10:19AM

  • Recently I got a phone call "from AT&T" saying that my credit card was expiring and I needed to updateit . However the caller gave the wrong expiration date, so I thought it was a scam. Anyway, I pay my monthly bill by check, not by credit card .
    Today I got a letter from AT&T telling me the same thing. I tried to call and get a live person to talk to, to explain the situation, but was not successful.
    Ray Mcdonald

    fud2468 7/13/09 12:01PM

  • I was put on hold for 67 minutes then cut off.

    Michael A. 12/9/08 7:50PM

  • This is totaly ridiculous! I have been on hold for 67 minutes. Does ATT not have any live people?

    Anonymous 10/2/08 3:18PM

  • I called 1 800 400 1447 asking for tech support. I have been hold for the last 48 mins. When I got a live person he was looking up my info and I got disconnected. I only want a PPPOE # to connect a wireless router to my dsl modem.

    mn 8/21/08 3:13PM

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  • The Worldnet transition to AT&T dial up is a case poor communications by the transition support. My rating is almost positive, but very time consuming. I gave up the 800 support and tried the "chat" support. Slow but I got my answer.

    Elion 3/11/10 9:23AM



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