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You are using an out of date browser. It may not display this or other websites correctly.You should upgrade or use an alternative browser. Why Does AT&T Suck?

• Thread starter Thread starter smartone
• Start date Start date Jul 13, 2018

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smartone

Sunshine Pumper

Joined Jul 17, 2011 Messages 10,382 Location Northern Nevada Trips to Las Vegas 254 I've always preferred to praise things that are going right vs. dwelling on incompetence, but I just have to get this off my chest. I have 6 cell phones on our AT&T plan and a bundled-bill (AT&T landline, Direct TV, AT&T wireless and AT&T internet) that now runs me $600+ per month. One of my daughters phone (6S) is on AT&T's NEXT billing, which means they divide the cost of the phone she got in July of '16 by 30 payments. We're 24 payments in with 6 to go. There is no interest charged for doing it this way. Well... her phone is beat to shit and the screen's cracked and now the home button fell off. All her fault... she's always been hard on stuff. I told her to go to AT&T pay of the $149.99 that's still owed, which will free up her line to upgrade. Buy an iPhone X. The AT&T store said they can't accept a payment because of our bundled billing. Apparently, there's no way to target the payment to that wireless line as opposed to the overall bill. OK, makes sense... they had her call an 800 # from the store to decouple our billing, so the payment could be targeted and the transaction made. This was about 3:30 p.m. on Thursday afternoon... my daughter was on hold for 30 minutes and when someone finally answered, it disconnected her. So she called the number again and after another 20 minutes waiting she just hung up told the AT&T store people she didn't have the time to continue to wait. So... she calls me to tell me about it and I go to the MyAT&T website, where I pay our monthly bill... choose the wireless tab and almost immediately am "chatting" on-line with a representative, who after 3-4 minutes of answering her questions writes, "I need to connect you with a wireless specialist". OK... I chose the wireless tab, I thought you were one, but alright. She askes for my phone number and writes, "I'll have someone contact you right away" I'll be damn, less that 10 seconds after she wrote that, my phone rings! Nice lady says, "I understand your having an issue with your wireless account, let me connect you with someone who can assist." GREAT! We're making progress... NOT... she transfers me to a line where I hear promo after promo and also telling me how much they value my business. Finally... after 45... count 'em 45 minutes, Lani answers. Sounds nice enough, but with a very heavy mid-Asian accent that makes it very difficult to understand. She says we need to decouple our bill... I say great lets do that! She puts me on hold for 10 minutes or so, then returns and basically asks me all the same questions again. At the same time she tries to sell me Direct TV. I explain, I already have Direct TV through you. She apologizes and tells me she's a wireless specialist and doesn't have access see everything and would I like to be connected to the Direct TV section. Again, I tell her I already have Direct TV through them and remind her that's not why I called They are so bent on reading the next line of the script... they don't listen. Anyways, she needs to review some information, so back on hold I go for another 10 minutes or so. Now she tells me she's got everything ready to go, but needs to transfer me to the escalation team to expedite the decoupling of the bill. Alrighty then. Before transferring me, she says, "may I have a callback number, just in case we happen to get disconnected." I give her the cell-number I'm calling from and she "transfers" me. I hear what sounds like a legitimate transfer cause I'm listening to their promos again and how much I'm valued. After about another 10 minutes, I hear a click that doesn't sound good, cause now the line is just empty, but I've learned through the years that doesn't necessarily mean disconnect... well after about 5 minutes.. it clicked to dial tone! I awaited the call back for about 15 minutes… never came. So now I'm on a mission... I call the wireless services number listed on our bill... 38 minutes later it's answered. Nice lady, Tamilia or something like that. I've lived long enough not to burden the new person with the sins of the last, but I politely beg her to help me and gave her the very brief version of where we're at. She says... yes... your billing needs to be decoupled, but that takes 2-3 billing cycles (months) to take effect. I asked her if there was another way "to get there from here" And she say's "I can work with the escalation team to add the $149.99 charge to your August bill on that line and you can just pay it then... BUT... it'll still take another billing cycle to properly post to free up that line." I say great... let's do that. Took about another 20 minutes, she was nice... I stayed calm What do you wanna bet the $149.99 charge doesn't show up on my next bill? Today, we're going back to the AT&T store, so I can buy a iPhone X and give my daughter my 6S, which has a brand new battery and is in pristine condition. They swap the SIM card and we'll be fine. I absolutely will pay cash for it... yes, it'll be over $1,000, which I know freaks many of you out. Apple will release new phones in a couple months and I HATE to make a purchase at the back end of a cycle, but I'll keep the X for 2-3 years. My point is... How does a "world-class" communications company in 2018 do business this way? I call AT&T on average once a year and it's ALWAYS like this!!! And don't tell me Verizon, Sprint and T-Mobile are any better... they all do business just like this... very disjointed... just a pain in the ass. They say, the "call may be monitored for quality." Bull-shit... every call I've ever made to them goes this way. Thanks for listening... I feel better now... HAPPY FRIDAY! Last edited: Jul 13, 2018

bnlphan

Degenerate In Training

Joined Jul 11, 2005 Messages 2,548 Location KY Trips to Las Vegas 9 I had ATT internet about 10 years ago. We bought our house and were in the process of moving. I started calling the first of December to have my service moved to the new house. Could not get through. Always put on hold and never spoke to anyone. Called several times. Got frustrated and decided I'd just cancel my service. Well same situation. On hold.. on hold...when i did speak to someone they would transfer me and once again on hold or hung up on. So I said to hell with it got Time warner which was much better and just stopped paying my ATT bill. Again this was December. Do you know the left my internet on in my old place until March and kept trying to charge me for it. Turned me over to collection and everything lol. It's not on my credit report but I still get collection letters every 6 months or so. I'll go to my grave not paying that money.

Geogran

VIP Whale

Joined May 1, 2014 Messages 6,271 Location TX Trips to Las Vegas 56

smartone said: Thanks for listening... I feel better now... HAPPY FRIDAY! Click to expand...

Happy Friday the 13th to you! Copy and paste your chronicles and send to the president of AT&T - you will get a response from someone. They have teams who look into this stuff especially with the detail you provided, it may not fix the larger problems these giants have with their systems - after all, they are in the communications business, but they do try to address individual issues. I'm having a battle with Comcast/Xfinity on behalf of my widowed older sister, and boy oh boy, I could write a book

ken2v

This Space For Rent

Joined Sep 18, 2003 Messages 30,554 Location A nice place Trips to Las Vegas 110 Oh, G, Comcast is all-universe in incompetence.

dmr

Registered Abuser

Joined Feb 18, 2011 Messages 20,348 Location Somewhere in Middle America Trips to Las Vegas 70 AT&T is the absolute worst cell provider there is, except for all of the others!

ken2v

This Space For Rent

Joined Sep 18, 2003 Messages 30,554 Location A nice place Trips to Las Vegas 110 We had ATT cell for a number of years We had no problems, which sounds a rarity. Verizon is the necessary evil here. Yep, they all suck, I guess.

fugsworth

VIP Whale

Joined Aug 29, 2012 Messages 2,009 Location Orange County, CA Trips to Las Vegas 40

ken2v said: Yep, they all suck, I guess. Click to expand...

It was oddly comforting when I finally realized this. You don't waste much time wondering if the grass is greener on the other side of the fence when you know the entire field is covered in cow shit. You just move on with your life, document every customer service interaction, and try to avoid doing anything that will confuse them too much.

hammie

VIP Whale

Joined Sep 18, 2006 Messages 8,926 Trips to Las Vegas 9 Get Cricket, bring your own phone. I have 5 Lines with unlimited calling and 2.5 gb data per month per line, $115 per month auto pay on my credit card. One line has extra data and an international calling plan in case I need to make 18 phone calls to Brazil (that’s the breaks, that’s the breaks). I find that these big companies are extremely fast, courteous and efficient when you want to buy something, but when you have a question or want to change the plan, you are sucking hind teat. But as someone mentioned above, you might want to post some details to social media and you may get a quick reply. By the way, Cricket uses the ATT Wireless network. Never had a problem with coverage. Last edited: Jul 13, 2018

Skyler

High-Roller

Joined Jul 28, 2009 Messages 720 Location Dallas area Trips to Las Vegas 25 I have t mobile and they are not like att. Top notch customer service from t mobile every time I've ever had an issue. Husband has att and we have cable and internet with them. Always a hassle and transferring all over the place if you need to talk to someone. T mobile called me a couple of years ago to tell me I was hardly using any data and that I should go with a lower data plan so my bill would be cheaper! I'm loyal to t mobile.

smartone

Sunshine Pumper

Joined Jul 17, 2011 Messages 10,382 Location Northern Nevada Trips to Las Vegas 254

Geogran said: Happy Friday the 13th to you! Copy and paste your chronicles and send to the president of AT&T - you will get a response from someone. They have teams who look into this stuff especially with the detail you provided, it may not fix the larger problems these giants have with their systems - after all, they are in the communications business, but they do try to address individual issues. I'm having a battle with Comcast/Xfinity on behalf of my widowed older sister, and boy oh boy, I could write a book Click to expand...

Yep... before retiring, I was actually a signatory on the nation's largest government wireless contract, used by almost all 50 states and thousands of political subdivisions. The Big 4 (AT&T, Verizon, Sprint and T-Mobile) are all awardees. I did send a slightly modified version to one of my former contacts well up the food-chain who, of course, was very apologetic and promised to move my issue along. I'm NOT as concerned with my issue... we've figured out a work-around (one of my former colleagues used to refer to it as a reach-around) and I'll be fine, but I know these people care about quality and I can only imagine the high volume of people they're trying to provide it to...BUT... calling their 800 numbers, at least for me, is always a nightmare. Even though I'm always ready with correct information, etc... it just seems that I have to go poop, get something to eat, pour a drink, pitch a tent and dig in for an evening of disconnects, varying and conflicting information and people who I think mean to be helpful, but just aren't.

ken2v

This Space For Rent

Joined Sep 18, 2003 Messages 30,554 Location A nice place Trips to Las Vegas 110

Skyler said: I have t mobile and they are not like att. Top notch customer service from t mobile every time I've ever had an issue. Husband has att and we have cable and internet with them. Always a hassle and transferring all over the place if you need to talk to someone. T mobile called me a couple of years ago to tell me I was hardly using any data and that I should go with a lower data plan so my bill would be cheaper! I'm loyal to t mobile. Click to expand...

How's T-Mobile coverage for those of us who travel a lot?

golfer53511

Tourist

Joined Jan 15, 2010 Messages 21 Trips to Las Vegas 15 When I first started reading I thought it was my story. Same type of deal 3 cell phones in various stages of contract. As well as bundled services TV, internet, landline, etc.. I dread calling or chatting as I know I will be wasting hours of my life that I will never get back. Carry on my friend.

tringlomane

STP Addicted Beer Snob

Joined Jan 21, 2013 Messages 35,157 Location Chicagoland Trips to Las Vegas 31

ken2v said: How's T-Mobile coverage for those of us who travel a lot? Click to expand...

I have Verizon, my gf has T-Mobile. Verizon beats them handily for coverage, but I feel like they are a solid second from what I hear about sprint/at&t. And in many places when one of us has no signal, the other will.

in4mation808

VMB VIP Expert Picture Taker

Joined Nov 20, 2015 Messages 637 Trips to Las Vegas 8 Not saying 1 is better over the other. But, when I had TMobile from when it was called Voicestream, I’d call an average of twice to three times a year. For coverage or billing issues. Have had Sprint way back too, but only for 6-months because it was so horrible. Currently, Verizon for 10-years. Not one single call yet....

bubbakitty

Doing retirement again and happily so....

Joined Feb 17, 2003 Messages 15,157 Location Texas Trips to Las Vegas 65 Because like so many other issues if most pay it it is worth it. It’s att&t no increase once the merger is approved. None. Now later it has increased. Oops.

BlueBellThunder

VIP Whale

Joined Jun 2, 2013 Messages 2,163 Location New Jersey Trips to Las Vegas 17 I’m leaving AT&T this fall after being with them for 18 years. I was a Cingular customer, if anyone remembers them. I previously had 3 lines and was grandfathered in an old unlimited plan. I canceled one of my lines, and let them talk me into what I thought was a cheaper plan for the 2 lines. After I agree I get a text message with the details. Sure it’s unlimted, but at 3g speeds. I was told I could go back to my old plan, so I immediately called back, was told they couldn’t do it. I asked for a manager and asked for the call to be pulled. They said it would take 2 weeks to go back, but I could get unlimited enhanced, which would’ve cost me more them I was paying with the 3 lines. At this ponit since my wife’s iPhone 6 is unlocked, I was going to go with Xfinity Mobile and just pay off my phone. The bullshit thing is I have 3 payments left of $35 but they want $140 to pay it off. Their way of trying to keep you. So I called back willing to give them one more chance to make it right. They said we could give you a credit for the extra cost of the enhanced unlimited until you can go back to your old plan. I said that’s acceptable. Then I call Xfinity since my 2 year price guarantee is about to expire. Every 2 years I plan on cutting the cord if they don’t give me what they give new customers. I was told they have a new super triple play that would only raise my bill $8 a month total. And it includes gig speed. So I signed another 2 year contract and they’re installing tomorrow. Then they tried to sell me on Xfinity Mobile, and was told the super triple play includes 1gig of data. My wife uses very little data, so that will be applied towards her line. Which I’m switching her unlocked phone to this Sunday. I’m going to wait until September when mine is paid off and Apple will likely introduce new phones. Bye bye AT&T. I figure I’ll save about $80 bucks a month, since I’ll be going with Xfinity Mobile unlimited plan at $45 a month. And if my wife goes over the 1gig it’s $12 per gig. Sorry for the long rant.

BlueBellThunder

VIP Whale

Joined Jun 2, 2013 Messages 2,163 Location New Jersey Trips to Las Vegas 17

smartone said: I've always preferred to praise things that are going right vs. dwelling on incompetence, but I just have to get this off my chest. I have 6 cell phones on our AT&T plan and a bundled-bill (AT&T landline, Direct TV, AT&T wireless and AT&T internet) that now runs me $600+ per month. One of my daughters phone (6S) is on AT&T's NEXT billing, which means they divide the cost of the phone she got in July of '16 by 30 payments. We're 24 payments in with 6 to go. There is no interest charged for doing it this way. Well... her phone is beat to shit and the screen's cracked and now the home button fell off. All her fault... she's always been hard on stuff. I told her to go to AT&T pay of the $149.99 that's still owed, which will free up her line to upgrade. Buy an iPhone X. The AT&T store said they can't accept a payment because of our bundled billing. Apparently, there's no way to target the payment to that wireless line as opposed to the overall bill. OK, makes sense... they had her call an 800 # from the store to decouple our billing, so the payment could be targeted and the transaction made. This was about 3:30 p.m. on Thursday afternoon... my daughter was on hold for 30 minutes and when someone finally answered, it disconnected her. So she called the number again and after another 20 minutes waiting she just hung up told the AT&T store people she didn't have the time to continue to wait. So... she calls me to tell me about it and I go to the MyAT&T website, where I pay our monthly bill... choose the wireless tab and almost immediately am "chatting" on-line with a representative, who after 3-4 minutes of answering her questions writes, "I need to connect you with a wireless specialist". OK... I chose the wireless tab, I thought you were one, but alright. She askes for my phone number and writes, "I'll have someone contact you right away" I'll be damn, less that 10 seconds after she wrote that, my phone rings! Nice lady says, "I understand your having an issue with your wireless account, let me connect you with someone who can assist." GREAT! We're making progress... NOT... she transfers me to a line where I hear promo after promo and also telling me how much they value my business. Finally... after 45... count 'em 45 minutes, Lani answers. Sounds nice enough, but with a very heavy mid-Asian accent that makes it very difficult to understand. She says we need to decouple our bill... I say great lets do that! She puts me on hold for 10 minutes or so, then returns and basically asks me all the same questions again. At the same time she tries to sell me Direct TV. I explain, I already have Direct TV through you. She apologizes and tells me she's a wireless specialist and doesn't have access see everything and would I like to be connected to the Direct TV section. Again, I tell her I already have Direct TV through them and remind her that's not why I called They are so bent on reading the next line of the script... they don't listen. Anyways, she needs to review some information, so back on hold I go for another 10 minutes or so. Now she tells me she's got everything ready to go, but needs to transfer me to the escalation team to expedite the decoupling of the bill. Alrighty then. Before transferring me, she says, "may I have a callback number, just in case we happen to get disconnected." I give her the cell-number I'm calling from and she "transfers" me. I hear what sounds like a legitimate transfer cause I'm listening to their promos again and how much I'm valued. After about another 10 minutes, I hear a click that doesn't sound good, cause now the line is just empty, but I've learned through the years that doesn't necessarily mean disconnect... well after about 5 minutes.. it clicked to dial tone! I awaited the call back for about 15 minutes… never came. So now I'm on a mission... I call the wireless services number listed on our bill... 38 minutes later it's answered. Nice lady, Tamilia or something like that. I've lived long enough not to burden the new person with the sins of the last, but I politely beg her to help me and gave her the very brief version of where we're at. She says... yes... your billing needs to be decoupled, but that takes 2-3 billing cycles (months) to take effect. I asked her if there was another way "to get there from here" And she say's "I can work with the escalation team to add the $149.99 charge to your August bill on that line and you can just pay it then... BUT... it'll still take another billing cycle to properly post to free up that line." I say great... let's do that. Took about another 20 minutes, she was nice... I stayed calm What do you wanna bet the $149.99 charge doesn't show up on my next bill? Today, we're going back to the AT&T store, so I can buy a iPhone X and give my daughter my 6S, which has a brand new battery and is in pristine condition. They swap the SIM card and we'll be fine. I absolutely will pay cash for it... yes, it'll be over $1,000, which I know freaks many of you out. Apple will release new phones in a couple months and I HATE to make a purchase at the back end of a cycle, but I'll keep the X for 2-3 years. My point is... How does a "world-class" communications company in 2018 do business this way? I call AT&T on average once a year and it's ALWAYS like this!!! And don't tell me Verizon, Sprint and T-Mobile are any better... they all do business just like this... very disjointed... just a pain in the ass. They say, the "call may be monitored for quality." Bull-shit... every call I've ever made to them goes this way. Thanks for listening... I feel better now... HAPPY FRIDAY! Click to expand...

All these companies are assholes. It may sound like I’m defending Comcast, which I’m not but I’ve been with them for 8 years and their service is excellent, very reliable. Their customer service in my experience hasn’t been to bad except a couple of years ago. I changed plans and there was some overlap. They made some mistake for $8, it was the principal. I called and was told we’ll take care of it. 2 months later no credit. I call again and was told the same thing. Another 2 months I call again and was told we have no record of any credit due to you. Now I’m pissed. I wasn’t under a contract so I threatened to leave. They were actually willing to let me leave. I have no choice for high speed internet other then Comcast. I told them to cancel my tv subscription. They put me through to the rentention department. They immediately said we don’t want to lose you, well take care of the $8 credit this instant. Then they gave me a promo price that’s not even advertised to the general public with no contract. It saved me about $700 over the last 2 years. I know I’ve been lucky since I’ve heard horror stories with Comcast as well as every other major company. They just don’t care. Just thought I’d share.

BlueBellThunder

VIP Whale

Joined Jun 2, 2013 Messages 2,163 Location New Jersey Trips to Las Vegas 17

ken2v said: We had ATT cell for a number of years We had no problems, which sounds a rarity. Verizon is the necessary evil here. Yep, they all suck, I guess. Click to expand...

Until a couple of years ago I would get a ton of dropped calls with AT&T. To their credit they’ve improved, but the customer service is the worst.

Film-Noir

High-Roller

Joined Apr 26, 2011 Messages 893 Location Texas Trips to Las Vegas 26 Wow, AT&T is radioactive We had Business land line service, they Promised $45 a Mo+ Tax, after we signed, they crammed Long distance on all our lines & basically doubled the monthly charge. The price was in writing & the state forced AT&T to refund us the cramming charges & additional fees. Will never do business with them again. My sister has AT&T U-Werse & Derelect TV, every time it rains the satellite signal goes out & the Internet is Terrible. No thanks

marksind

VIP Whale

Joined Jun 1, 2012 Messages 1,589 Location Seattle Trips to Las Vegas 75 Another poster mentioned Cricket. It is wholly owned by AT&T. Same network, same coverage, but a cap on the data speed that is irrelevant to all but the most demanding user. We had AT&T for many years, but switched to Cricket a year and a half ago. Their pricing is all-in, meaning what they advertise is what you pay. It's not 150% because of taxes and fees. We pay $110 a month for five lines, 5 gb of data for each of four lines, 8 gb for the other (we've got one heavy user). That's way less than we were paying AT&T. We travel extensively domestically, and to me there's no question Verizon has the best coverage (one of our travel partners has Verizon). But they definitely charge for it, and we've found AT&T's network to be good enough. And yes, when there is a billing problem they are a pain, but not as bad as Comcast is with our cable, internet and land line.

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