AT&T Wireless Customer Service

User Reviews, Ratings and Comments

AT&T Wireless customer service is ranked #230 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 44.37 out of a possible 200 based upon 1402 ratings. This score rates AT&T Wireless customer service and customer support as Disappointing.

NEGATIVE Comments

1,209 Negative Comments out of 1,402 Total Comments is 86.23%.

POSITIVE Comments

193 Positive Comments out of 1,402 Total Comments is 13.77%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • AT&T Wireless

    Customer Service Scoreboard

    • 44.37 Overall Rating
      (out of 200 possible)
    • 1,209 negative comments (86.23%)
    • 193 positive comments (13.77%)
    • 17 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.5 Issue Resolution
    • 3.1 Reachability
    • 2.1 Cancellation
    • 4.2 Friendliness
    • 3.4 Product Knowledge

Add your review!

Posted by Anonymous


AT&T apparently thinks service calls are optional. Doesn't show up, doesn't contact me to let me know, doesn't try to reschedule. I get a single text go say they are running late with the option to reschedule TWO DAYS later. I work from home and rely on my internet for my job. Their customer service is also a joke: reading from scripts without actually trying to understand, lying to me, endlessly putting me on hold to not actually do anything, promising call backs then never calling, and no offer of any sympathy/understanding/compensation for mu frustration, wasted time and lost work time. Absolutely shopping for new internet. Never use this company!!!

Posted by Lucia


AT&T will steal your money . I switch from at&t for cricket on last year October but my account still have 175$ credits I call them try get my credits and excuse they have it's for me to wait till January so I call them again and they say I try to late to get my credits they are fraud

Posted by Shankar


Each time I have called the AT&T customer service to fix my international calling service, I am on for an hour go nowhere - calls escalated - no fix - sims changed multiple times . The staff have no clue to trouble shoot or fix issues but creates more issues and made me change SIM cards multiple times.they are cordial but useless,

Posted by Anonymous


Trying to cancel Internet- called them 6 times, each time was hung up on by the system , not even getting to a representative. The system said " we are having issues and cannot complete your call, please try again later" and then hung up. I suspect that since I said "cancel" for my reason, this is what they have programmed into their automated call system. Pathetic.

Posted by Anonymous


Can't take loosing channels anymore. Looking at spectrum!!!!!

Posted by Larry S


WORST customer experience I have ever experienced! I transferred from Verizon, brought my wife and daughter who had AT&T prepaid to all on a family postpaid. Ronaldo in Somerset KY told us there were no activation fees, snuck in insurance I declined as an add on to my daughter's phone, failed to add my wife as an authorized user when I asked for it and my first month bill for 4 lines at $35 each.... $391.56... what a scam!!! Talked to another AT&T store who agreed Renaldo screwed up. When my wife went to confront he shrugged his shoulders and told her i needed to call 611. Would not help fix his own mistakes! Customer service failed to help or resolve anything! Only positive was tech support Kevin fixing my wife's wifi calling online.

Posted by Tararae


I have 3 other services from ATT. Went in to get one wireless line. Found out I have cancer. I've had the wireless service about one month. Tried to cancel. Was told THE ONLY WAY I CAN GET OUT OF THE CONTRACT IS IF I DIE! To do THAT, SOMEONE would have to bring the phone AND a copy of my death certificate! ARE YOU KIDDING ME? No compassion, here! If I can't pay the bill, due to being off of work and losing pay, the service gets turned off and I get charged for the entire THREE YEARS AND cost of phone. While I'm going through surgeries and radiation. NICE. Now, do I pay for phone or rent?

Posted by LMarkG


I had an AT&T phone for my elderly brother. He lives in rural E. Texas and wireless coverage is VERY spotty and HughesNet (his internet provider, is a joke!). Recently, I found a way to get him much better wireless service, so the AT&T phone was no longer needed. On 9/13/2023, I called CS and cancelled the phone. The CS Rep was very helpful and walked me through the process. He told me that as soon as we terminated the call, the service would be ended. Then, on 9/17/2023 my CC got dinged for a payment. I called back this morning (9/17/2023.) and was told that my billing cycle started on the 8th, and I would have to pay for the month. I was unaware that my billing cycle had already started, and I agree that, since I cancelled after the new billing cycle, I would have to pay for the month. What I don't understand is WHY would they disconnect the phone immediately! AT&T stole 22 days of service from me! THIS IS WHY I DO NOT HAVE AT&T AS MY PERSONAL PHONE SERVICE!

Posted by Dee


AT&T sucks

Posted by Melissa


This has been the most horrible experience of my life. I had a salesmen come to my door and sell us 2 phones, internet and stream tv, promising two different rewards and promotions. Only to find out that we do not qualify for the rewards and they will not do anything about it. All they say is sorry. He ordered the wrong phones and we had to reorder them. Now to find out we are not eligible for any of the promotions.

Posted by Pendar 07


This has been a horrible experience with AT&T wireless my service goes down multiple times a day I work from home and I have stress this point with them. I've had technicians at my home more times than I can count and the problem still is not fixed. AT&T does not provide wireless reliable service, they have a new service available that would help me and they won't give it to me. I get no satisfaction when calling Nicole center as it's overseas and some other country and you can't talk to anyone in the United States and then they had the nerve to give me a four dollar credit on my bill when I've lost over $400 due to down service I do not recommend AT&T wireless to anyone , all it is is stress and lousy service

Posted by Mulham


Avoid at all cost, I went to the store and got a deal for a family plan starter for 105 dollars, my first bill comes as 260 and the one after as 328, When I spoke with customer service it turn out the store had put me on the highest plan without my consent and I will be heavily overcharged because of that, also there are hidden fees ( services and taxes) even with the original plan the bill would be 187, So I canceled after using for 4 days and I still got charged 187 dollars for a full month when they have a policy of charging only per days used if canceled within 14 days, I challenged that many times but it is a waste of time. Must avoid due to the lack of clarity on hidden charges and store workers placing you on plans without your consent then you are having to pay the price. Is this because of Incentive per selling plans in store? I had to pay activation fees 35 dollar per line on 3 lines without any refund.

Posted by Evelyn


This message is in Spanish and English
No les doy un cero porque no es una opción. Este es el peor servicio de todos. Tengo una semana sin Internet. He llamado todos los días, ellos solo se disculpan y reprograman mi cita y luego nunca se presentan. Yo trabajo desde casa y ya perdí una semana que ellos no me van a pagar. Es inaceptable que nadie tome en serio mi situación y que no tengan un personal para asistir en estos casos. La unica razon por la que no me cambio de compañia es porque AT&T ea el unico proveedor en mi area. No se los recomiendo a nadie, se venden como la mejor compañia pero cuando en realidad uno los mecesitan ellos solo se disculpan y no resuelven el problema. Llevan toda la semana diciendo que tienen un outage el cual supuestamente ya se resolvio hace 2 dias, mi problema es físico y nadie viene a repararlo.
I don't give them a zero because it's not an option. This is the worst service ever. I have a week without Internet. I have called everyday they just apologize and reschedule my appointment and then never show up. I work from home and I already lost a week that they are not going to pay me. It is unacceptable that no one takes my situation seriously and that they do not have a staff to assist in these cases. The only reason I don't switch carriers is because AT&T is the only carrier in my area. I don't recommend them to anyone, they sell themselves as the best company but when you really need them they just apologize and don't solve the problem. They have been saying all week that they have an outage which was supposedly resolved 2 days ago, my problem is physical and no one comes to repair it.

Posted by Anonymous


Worst Customer Service. It's almost impossible to speak to the right person they always transferred you with the wrong department (employee discount department)even after being very explicit about the reason for your call. They like playing games. ??

Posted by Mike


Avoid ATT like the plague. Horrible customer service. In order to talk to a human being, I had to make an appointment. I told them I did not order the $60 value plus plan but the $30 wireless plan. I was then transferred and could not talk to a person. I have decided to take my business to Consumer Cellular.

Posted by Daveytrain


Recently switched to AT&T wireless. Service is par, but their billing is freaking horrible. Customer service is non-existent - wait times are atrocious and if you sign up through Sam's Club you will be told your activation fee will be waived. But it WILL NOT BE WAIVED. Ive been told by many to not go with AT&T specifically because of their horrible customer service, but I figured try them for myself and make a decision. They were right...don't do it, promises will not be kept and our 1st month bill for two wireless lines that WE brought the phones to is $235.54 - insane. Chatting with incompetent representatives, and was told to wait for a manger. Well it has been 45 minutes to "chat" with a manger so far and counting...be wary people, be very wary. I made a horrible decision switching to AT&T and will be leaving as soon as possible.

Posted by Adriana


This company deserves 0 Stars. Att has been lying to me for a month straight just to get money. They disconnected my service due to non payment, but check the move... everyone knows as long as you pay the past due balance your service is supposed to be restored. I paid a past due balance 3 times and set an arrangement for my current bill which was not due until yesterday. After paying the past due amount twice of over $300, they told me I had yet another past due of $26 that was from a unified uverse account in which I have not had since 2019! I had my cell phone with them since before then. I've even added lines since 2019! They told me because of my account being a unified account there was nothing they could do. My current bill for the month of may, I arranged to be paid in June because I refused to pay any more money to them only for them to continue to lie and not restore my services. My account is currently cancelled but again Mays bill was not due until May 22nd which was yesterday. Why is my account cancelled? My phones have not been off for 30 days. They said if I pay the rest they will restore my services but they been telling me that for 2 weeks and I've paid almost 1000. I have been a faithful customer for years. Several of ATT's representatives told me my account shouldn't even be cancelled because it was brought to current before the actual due date. I have 7 lines. 2 of the 7 do not work and have not worked since I had them but they continue to charge me for them and I've called several times about this. I work for T-Mobile and the worst thing I've done this year was stay with att and let them rob my entire family of money and their phones. My devices aren't even paid for and they cancelled my account before the due date actually arrived and took 2 so called past due balances from me telling me my services would restore but they did not. The loyalty department is extremely disloyal to long time faithful customers. I've been fighting for 2 weeks to have my services restored and I keep having to pay more then my bill actually states. If I'm able to restore my services which I highly doubt since they have canceled me, I am porting out to the company I actually work for. I broke down crying to the loyalty department and they even saw my payments and didn't understand why my account was canceled but still did not fix it! I will never purchase anything from this company ever again I don't care if it's a peice of lint, this company is not worth the time of day and all they want is to take money from you even when your bill isn't not past. They told me I had an outstanding on balance May 19, but how if the bill wasn't cut until May 22nd? Make it make sense. Top teir Horrible customer service. Att count your days with me literally! T-mobile, here come me and my family of 7 lines! I hate ATT with a passion and heir customer service sucks. I have gotten so many of their customers in my store porting over from them in the past week and I definitely understand why now! I ABSOLUTELY Cannot wait to port my family over from this money hungry, deceitful, lying, way too expensive, trash customer service company! I posted pictures of my 2 separate accounts that they did not separate properly... they told me so themselves but still did not restore me. Do not, I repeat DO NOT get services with this company! Please come over to the pink side with T-Mobile or Metro by T-mobile. We got options and we do everything we can for our customers! ATT is the bottom shelf Trash!

Posted by AJ


I visited the Kingwood, Tx AT&T Store near Houston. I bought a new watch that I originally went in for, and signed up for Direct TV that THEY encouraged because I commented my current provider is incompetent. The manager said he would be at my house two days later to install. (Direct TV doesn't do this.) He never set a time, never called me-never showed up. I called twice that day-no call back from anyone in the store. No one cared, and no one made any effort to save the AT&T account of decades. I realized the whole thing was a sham to sell a product-it was cruel. 
I reported the incident to both AT&T and Direct TV-and every review site I can find. Of course, I also canceled the DT account and "installation." I will never shop there again and will look for a new wireless company. Don't be cruel to hardworking customers: we bite.

Posted by Hugh


Att customer service sucks. I explained I can't count how many times the address was wrong . The still sent to wrong address. I can't wait for sprectum to go in. FO att

Posted by Anonymous


I'm in zip code 37090, and any time it's more than a light sprinkle of rain, AT&T goes out. 12-14 hours!!! It's currently out now, at 1645, the message said it should be back up by Monday morning at 0400!!! Thanks ? sadly I'm currently in an apartment complex that has exclusive contract with AT&T, so I'm not able to dump this POS service 0/5 stats ?️

Posted by Jane


Again, AT&T has disappointed and infuriated me. I have had to change my password twice in two days for absolutely no reason. When I tried to call for help, I was connected to a man with an accent so thick I could not understand or hear him. When I asked to speak to someone without an accent, he HUNG UP ON ME. I am sick to death with AT&T's extremely poor customer service. I will be looking for a different server!

Posted by Anonymous


Gab wouldn't put a supervisor on the line until I asked repeatedly and the supervisor Kalix would only send me to someone else

Posted by Rlsmith1994


We were an AT&T family for over 20 years, but finally had to leave. Store staff and management were not honest with us. Be careful when dealing with store employees and in general.

Waiving activation fees is actually not possible. Staff told me all I needed to do was return to the store "after 2 weeks" to get them waived. When I returned to the store, staff told me they actually couldn't do it in the store and that waiving the fees needed to be done in the app. It turned out fees could actually not be waived in the app.. I was then told I need to call customer service, who then told me they do not waive activation fees under any circumstances.

I later discovered a new line and unnecessary mini iPhone will increase the bill, also contrary to what I was told. This was a phone and line I explicitly stated I did not need or want, but was assured I needed in order for my bill to be lowered. AT&T customer service later told me over the phone store staff had misled me about what the carrier can provide and do.

My bill increased from $406 to $571 in one months. Over time, my bill would increase dramatically,, according to customer service. The whole scenario was not a pleasant experience. I literally spent hours on the phone with lots of people trying to resolve this.

So after *20+ years* with AT&T and never missing a payment or making a late payment, I signed up my family for T Mobile. Hopefully I will be with them for 25 years...like I was before with AT&T.

T mobile staff were shocked at how AT&T store staff and customer service dealt with the issue, and speculated that AT&T employees at this store are likely encouraged to lie to customers and push additional, but often unnecessary, lines and products. My new T mobile bill is $207 a month, plus brand new phones for all of us. And they're paying off my new iPhone 13 from the AT&T store. I wouldn't have minded paying more to stay with AT&T, even $400/month, but just couldn't do it after this experience.

I am disappointed with this store and AT&T as a company, particularly as a [former] 20+ year customer.

Posted by Anonymous


I called AT&T to get a $10 watch fee taken off and next thing I know I had upgraded 3 phones and was told I was eligible for a free Apple watch. Well I didn't really want an Apple Watch, but it was free. ?? ♀️

Fast forward to today when I received the bill. Not only did they double charge my $35 activation fee (x3), I had $191 charge for my "free" watch. $135- Unlimited Wearable, $9.17 (1 of 36), plus ?other fees. Remember, I originally called to cancel the $10 "unlimited wearable" charge.

And here is the kicker, after spending 2 hours on the phone I was transferred to their "loyal customer" department (we have been paying $450 a month to AT&T for 25 years!) and they accused me of lying about the free watch. After another hour they told me if I returned the "free" watch they would partially credit my account. ARE YOU KIDDING ME?!

Posted by AT&T @ Costco - Theft and Scam H


AT&T at Costco gave us a written quote to move from T-Mobile at price 'x' a month and when real monthly bill comes, neither the monthly recurring charge, nor promos to move from T-Mobile to AT&T match the promised written quote. As a consumer, I have made at least 10 calls to AT&T, have visited Costco booth 3 times and none of them are able to standby what was promised - they all keep apologizing and agree that it was a mistake and yet no solution. I feel this is a clear theft and scam to attract customers to move from other telecom company and worst thing is we cannot complain to any legal entity. We as customers are suffering with service provider monopoly and they are doing these scams without any fear of law. They are simply thieves who should be behind bars like any other criminal.

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Posted by Anonymous


I wish to thank Daniel @ the Summersville, WV AT&T for his professional service in sealing me a 15 Apple Pro. He further received an add a boy with resolving the trouble with my grandson watch. My daughter went to numerous AT&T stores in the Memphis,Tn area. None could solve the problems of the watch not capable in making calls.Thanks to Daniel who knows how to solve problems with the Apple Watch. N.Kincaid.

Posted by Noland


I want to rate all 5s to the Noland,The customer service Representative. He was so professional and kind.

Posted by Doug


I was with them for years and it was a good service but issues with international cover was a bummer didn't work as advertised, plus I had problems with images being downloaded in messages att blaming it on my phone fir years, switched to Spectrum and wow the images work and I have an excellent international plan all for cheaper.

Posted by manel and karen


Virgil Reyes has given us the best customer service available.His patience and dedication to help is highly commendable,hope that there will be more of him in the field of customer service,we greatly appreciate his efforts to solve our concerns even if we are dealing from 2 different countries,USA and CANADA.Great job and thank you again for your help.

Posted by Happy Customer


I wanted to give a shout out to Andres with AT&T Customer Support. He helped correct my son's international data roaming charges. The International Day Pass seemed to have been shut off after the 2nd day of our 14-day trip. As you can imagine that bill was astronomical! Andres was wonderful and helped add that day pass back on to make everything right! Thanks so much!

Posted by Anonymous


I just spoke with Robert to get service adjusted and drop a line qe noonger need. He knew just what needed to be done. Quick, friendly, polite, engaging and knowledgable. Thank you, Robert, for making that so easy.

Posted by Beverly Sims


I had a good experience with David. He went way beyond to help me fix a bill problem and to get me into a program to get as much discount I could. He called me before he left in the evening to confirm all my information and assure me that my bill will be reduced and I would be refunded for the mistake. He was patient and very understanding and all Customer service employees should be just like David.

Posted by Cheryl


Tiffany at the Cobb County at Cumberland was excellent! Waiting time reasonable for a Sunday afternoon September 18,2022. Resolved issue with my cell phone and shared several helpful hints. Customer with company since December 1976. Always excellent customer care at this location. Sincerely, CLWalker

Posted by Darlene


Meka at AT&T Butte, MT was amazing. She offered exceptional knowledge of your products, worked hard to set up service and helped us get the coverage we need. Thank you for putting the amazing front line staff you have together. The entire store was fun, friendly and well informed. Thanks!

Posted by borch201


Lady was patient with my advanced age, giving me time to do what she told me and explaining or repeating as necessary. Got everything done. Amazing. She is great!

Her name is Karish.

Posted by Anonymous


A week, going on two and half to get tech services completed for a landline service. Ridiculous, spent each day on the phone for each part of a bundle package, to get my issues resolved. Had to hang up and call back a couple of times, hoping to connect with someone who speak clearer English and understand me. Spent 2-3 hours on the phone to get one thing addressed.

Posted by Anonymous


Nate & Jeremiah at the Haslet location, were extremely friendly and helpful in assisting us with our problem. They are a tribute to what public relations should be for all companies. It was truly a great experiance!

Posted by Tim


I just spoke to AT&T customer service and I wanted to leave a great review for Alexia. My parents both have dementia and she was more than helpful in giving me the info I needed to help them with their account. Thank you Alexia, you make the world a better place.

Posted by [email protected]


Absolutely THEEE BEST customer service and value I've ever experienced on every rung of the ladder. From the Fun and helpfully staff in store who fought long and hard to get my 4 sperate restocking fees waved 220$ in total on my return..FREE. but when I called to get the 250 per line taken off my bill. CASANDRA with AT&T and her manager
Evalyn D. CHANGED THE GAME. They fought so hard to get special approval for a ONLINE ONLY promotion and I learned some things. AT&T pays you to add lines. I pay less for 5 lines then I would for 2 after I apply all the insentive bonuses att offers. At the end of the day Cassandra and her manager made me the most loyal and exited customer I've ever been to any phone company. I also learned att customer service members don't have much for pay insentives such as commission. I tried asking Cassandra and she wouldn't tell me too much so I googled it. She gets

Posted by Anonymous


Today 21 2022 I spoke to a customer service rep that was excellent he went above and beyond any customer service representative I have ever spoken to his name was Terrell

Posted by Brittany


Just had a most rewarding and pleasant conversation with Brittany, who was so patient & went to great lengths to solve my dilemma. Hats off to a great customer service rep!

Posted by Francisco Gonzalez - Sale's pers


I received the excellent service from Francisco who works at the North Point Mall, Georgia.

Posted by YouTheBestRoque


I've always been a customer with at&t basically since I had a phone. Love it. But I just want to give a shout-out to Roque in the customer service who gave me the best service ever, comparing him to the other rude lady I had who didn't answer my question at all. Thanks Roque!

Posted by Davidbiz0303


Having brought my family's five phones to AT&T from Verizon, due to what I consider price gouging, I am pretty impressed with the call aspect of AT&T but the data connection is appalling! I use "Hey Siri" when driving for safety reasons, obviously, but whereas Verizon would always give me a connection, about every 6 out of ten times I use it on AT&T, I get..."sorry, I'm having trouble with the connection." very annoying and more importantly, dangerous!

However, AT&T does have advantages. I like to be able to surf while on a call and the rollover data is a great feature...

AT&T is also a lot cheaper....for now! So, I guess the bottom line is that you get what you pay for.

Posted by Anonymous


Spoke to a Marcella at customer service and she couldn't be more helpful than she was. A wonderful experience indeed!

Posted by Ren


My customer service support person, Ren, was amazingly patient and helpful. His cheerfulness and knowledge made my experience as smooth as possible. I really appreciated his help to get my internet working.

Posted by Anonymous


I wanted to let everyone know how much customer service rep Kenelle R. Helped and made me a very satisfied customer. She helped fix a problem that Ive called back numerous times to fix. And she found out the problem and fixed it within a half hour. Thank you again for taking the time with me.

Posted by SBW


I recently called AT&T customer service to resolve an issue with my dad's cell phone bill, two lost cell phones, and a host of other issues that come with elderly parents buying cell phones for irresponsible family members. I spoke at great length with a customer service rep named Miracle, who was extremely courteous, professional, and patient; there were at least five problems that needed to be resolved and she helped me resolve each and every one of them, one by one, until they were all resolved. And that's why I decided to take a minute to thank Miracle for her professionalism - and her patience!

Posted by Anonymous


I recently called in a payment and the representative that helped me was a woman by the name of Laura Barrowman. She was very helpful and very friendly, she answered all the questions I had asked. During the time I was on the phone she explained things that I didn't quite understand. She was by far the best help I have ever had in all the years I have been with at&t. Just wanted to say thank you Laura for all your help.

Posted by Anonymous


We switched from Dish Network to ATT Uverse. We enjoy the service however, we are very disappointed about a promotion that said that we'd receive $150 rewards card. We never received the rewards rebate card. We called and were told that a certain number of billing cycles needed to occur first. Well, those have occurred and then some. The card never arrived. We called and were told that the rewards card had expired. What card?!?? We never received the rewards card so how can it expire?

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Posted by Whisper.girl


As an employee of AT&T, I can say the training that I've had over the years is excellent, information is readily available to assist our customers and it seems most of the complaints have to do with bundle deals and not understanding the bills. When you're quoted a price for service, that doesn't include taxes. Taxes and fees required by the Government are not "hidden" fees that goes into AT&T's pocket. If you want to complain about those fees, send a letter to your state Representative.

To the lady that complained about having to use the data on her phones because she didn't get her Internet installed and now wants a credit on her wireless account...are you serious? Why use more data than you had? You used it, we've sent warnings that you're going over, we've given several text messages saying you're going to be charged. You ignored all of that and want a credit for the overage...that's just cray cray. To the guy that lost his phone by leaving it at the airport and wanting a credit because he didn't have a phone for a week...how is that the responsibility of AT&T? We didn't lose your phone. Credit denied...for both of you...

More often than not, it is the customers that don't understand, they don't understand the bill, the phone, or their responsibility. Do you get a credit on your house payment if a pipe burst in your basement and you have to take your laundry to the laundromat? Do you get a credit on your utilities because you were gone for a week visiting a sick family member? Of course not...why would it be any different with AT&T? We are ranked highest in customer service by JD Powers for each quarter over the past couple of years. I don't even know how legitimate this site is, I just came across it by accident. Reading all the complaints made me laugh...as I stated earlier, most of the issues being complained about are the customers responsibility.

As a customer, you may not like hearing this, but it has to be said...

Posted by Anonymous


To the AT&T customers out there complaining about there services. Folks don't blame or get angry with the customer service employees you talk with,many of them are young and poorly trained by AT&T. AT&T now pushes quantity not quality. If you must complain reach out to the person responsible who is there new CEO (Randall Stephenson) who is responsible for the practices and procedures for AT&T. Call him up and complain to him,not that he really cares,but it can't hurt and who knows if he gets enough complaints he may do something to make life easier for you and the AT&T employees who work so hard.

Posted by techie


I use to work for the tech department for att. Once I started the training I learned a lot about how the network operates which is a joy when your interested in that type of stuff. Our trainer would always make the comment "you'll never even talk to our good customers" and boy was he right. Since I started taking calls every single one of them was because of an idiot not updating their operating system on their device. If their was a tower outage in an area I would always hear "I think I should be credited for this, I'm losing 10,000 by the min!".

I actually had a girl next time me crying because a customer was yelling/cursing at her in which she quit after that one call. I never thought how bad society is until I started that job. I also think nobody works because it'll be a work day and somehow they are able to call in. Most of the customer that call in never pay their bill, but yet they are "valued customers". The policies set by att is kiss the customers ass, but try not to give credit, but try to wow them by selling them something.

The company never trains their employees when it comes to a new service/products, which leads me to believe the company is so cheap and paranoid about losing money with training courses that they just hand you a piece of paper and say "good luck, use our knowledge base to find your answer". Since customers have no lives and they are to lazy to actually trouble shoot their own problems and the call volume is high. They actually force employees to stay in the call centers until the volume dies down.

I have a family and I don't care about the customer enough to not help my kids with their homework and actually spend time with my family. I actually had one customer stated she wised we were open 24/7, in which I told her we have to get some sleep at least and her response was "I pay 100 bucks a month so someone should be ready to help me whenever i need to call". I found myself hating each person that called in because it usually never had nothing to do with the service. I probably had at least twenty or thirty calls about email issues.

Also stop buying iphones because they are crappy devices and they are bad about dropping calls, which again is Apple not att. If you thinking about working for att; I suggest you look else where. Your life is basically owned by ugly people who always have a past due balance.

Posted by Anonymous


I just want to say that I'm a former att employee. I worked customer service in a call center and to be honest most of you are right. att doesnt care about customer service they care about money...but word of advice the representative youre talking to probably hates the company more than you do so if you want someone who is truly going to help you out be NICE...calling in and screaming first thing is the worst thing you can do...you become just another angry customer at that point...calling in and asking for help rather than demanding...youre their new best friend for 10 mins...good luck everyone

Posted by anonymous


I do contract work for AT&T on the chat support. AT&T doesn't have a clue about customer service. They are too big to give a crap. We could do so much for customers, but AT&T not only ties our hands but our feet too. And as far as our situation. If we are not busy with chats, we have to sit at our stations, not allowed books, magazines, phones, browsing the internet, pens, paper, snacks or anything else they may think of. AT&T is the worst company I have ever worked for and I've worked for a few. I would rather have a colonoscopy daily than continue to work for them. They now have techs in the Philippines that are just awful and I feel so so sorry for any customer that happens to get one of them.

Posted by Mika_England


AT&T has become a complete waste of time and money. Over the past several weeks my wife and I have had recurring issues with receiving emails on our smartphones from AT&T. I've run multiple tests that show that messages show up in our email accounts almost instantly, but can take up to 8 hours to arrive on our phones.

I've run multiple recurring tests that point to an issue with AT&T, going so far as to create a documented log of all the instances over the past month of this issue occurring.

Yet, every single time I talk to AT&T they tell me that it's either: 1) Problem with my email service provider, 2) Problem with my phone's software, or 3) Something else that is not within AT&T's control.

I take great pains to point out to them that: 1) If it's a problem with my email provider, then why does my wife (whose service is with another company) have the exact same problem? 2) If it's a problem with my phone's software, then why does my wife's phone have the same problem when it's a completely different phone OS (Blackberry vs. Android)? 3) If it's some other problem, but not AT&T's then whose problem is it?

I've been a customer of this POS company for close to 15 years and their customer "service" has gone from marginal to completely insulting and non-existent.

I'm actually at the point where I'm willing to pay close to $500 to cancel my contract with this POS company just so I don't have to deal with them any more.

Oh, and forget about upgrading your phone now. AT&T has recently implemented a new policy (didn't tell anyone about it) that as of March of last year, you don't qualify for an upgrade until you're three months away from the end of your contract.

Posted by attrep


I started working customer service for AT&T back in August, and let me give some advice for some the people calling in for customer service. Never ever go to a store to get a new phone, they never make you aware of all the charges you'll have on your bill and prorated charges. The reps in the stores work on commission, they'll find any little thing to add to your acct. without telling you. Also, most of the reps that work in my call center have no problem applying credits to an acct. as long as they're for valid reasons. If you have problems making a payment through our automated system, I always waive the $5.00 fee, and always try to find the lowest price plan for a customer and ways to save them money. I know not all reps. take their job as seriously as me or care as much, they're just there to earn a pay check. But it's the same for any customer service with any company, not just cell phone companies. I've had Verizon since 1998 and they're technical support dept. is horrible. My wife and i upgraded our phones in October and after a month and a half had problems with people calling us and our phones weren't ringing, One rep advised me that my wife's phone had a software update available and to take it into a store, i took it into the store and guess what... her phone was already using the most current software version. It took 10 separate calls to their tech support dept. to finally get someone that knew what they were doing and fixed the issue with their network. And our cust. service is open 24/7, just call us at 800-331-0500 and you'll reach someone in the U.S. to speak to, not another country. Verizon's cust. service closes at 11 and is only open Mon.-Fri., only their tech support dept. is open 24/7

Posted by Anonymous


I work in the customer resolutions dept and everyday we have to deal with ppl calling in wanting to cxl bc of issues that they themselves have created and for some odd reason they think that we can do everything for them. Yes we can give credits...but umm..for the ppl who call in all the time wanting ur credits ur accts are flagged and if it is then unfortunately no one in att can issue you a credit or make any adjustment on the bill.

Also, STOP GETTING IPHONES!!!! these phones constantly drop calls, the ios system doesnt update right, you break it or lose it and didnt have insurance..etc, etc. we're sorry but we are not allowed to do any early upgrades unless you are willing to pay an add'l 250 for the phone.

AND THIS DEPT DOES NOT DO ANYTHING ABOUT EARLY TERMINATION FEES!!! IF WE FIND A ISSUE WAS MDE WITH US THEN WE MIGHT WAIVE IT, OTHER THAN THAT ITS A BILL DISPUTE AND ONCE WE CXL UR SERVICE THERE IS NOTHING WE CAN DO.

CALLING IN CURSING AND SCREAMING AND YELLING, DOESNT HELP UR ISSUE AND IT HONESTLY MAKES US WANT TO HANG UP ON YOU. WE DONT GO TO BED WITH YOU OR WAKE UP IN THE MORNING WITH YOU SO THE YELLING IS UNCALLED FOR AND UR ISSUE WILL NOT BE RESOLVED THE WAY YOU WANT IT TO.

EVERYONE IN MY DEPT ARE VERY NICE PPL AND WE GO THRU MORE TRAINING THAN THE CUSTOMER SERVICE REPS BUT WE ARE HUMAN AND WE DO MAKE MISTAKES!!!!! BUT WHEN YOU CALL IN PLZ BE KIND AND COURTEOUS BC YOU NEVER KNOW WHAT YOU CAN GET OUT OF US WITH A SIMPLE PLEASE AND THANK YOU

Posted by Anonymous


I work for a contracted agency for AT&T. We do support for a specific device (I can't say which one for security and they'd know where I am). I get calls for this device routed to me automatically. However, if the regular customer service line is full, you come to us to be faster. I'm sorry, but I'm not trained 100% for the other devices. I am trained completely in billing and stuff, but not in tech support.

Also, half of the time when people call in, they want me to give them money for something that isnt there, or tell me how to do my job, or that someone else told them they can get money. I have news for you: TELL THEM TO NOTATE THAT. I physically CAN NOT do it if the adjustment is not notated. Please people, listen. Half of the time that is the problem. People dont listen to anything I say unless its preceeded by a dollar sign. I had a lady yesterday yelling in my ear about this 35 credit. i put her on a silent hold so i could look for the notes. i told her i can hear what shes saying, but she can hear me for a moment. THEN SHE STARTS TALKING TO WHOEVER IS IN THE BACKGROUND ABOUT HOW SHES LYING TO ME AND JUST WANTS MONEY. REALLY?????? I CAN HEAR YOU. IF I COULD, I WOULD CHARGE YOU MORE. have some common sense...

I love people that say "its not your fault, but im venting". Thats ok. I personally cant go climb up your tower and turn it back on. It just doesnt happen over night. If ATT isnt that good in your area, dont get it!!!!!

And for Iphones. THEY SUCK. AND IM SORRY THAT I CANNOT GIVE YOU A DISCOUNT ON ONE, IM SORRY I CANT UPGRADE YOU EARLY. I CANNOT DO IT. NOBODY CAN. STEVE JOBS AND APPLE DONT ALLOW IT. WE CANNOT DO IT. DO YOU HEAR? WE CAN NOT MAKE CHANGES TO THE IPHONE.

THANKS.
- A Representative Who Cares For People Who Aren't Greedy Or Mean.

Posted by Anonymous


some AT&T customers would lie with all their might just to get an adjustment, Hello?? we could track if what your saying is true or not, all your activities in your phones is being tracked by our system. AT&T is a big company and it doesnt cheat on people, some customers are just plain dumb.

Posted by Anonymous


If you have a little piece of mercy in your heart, you won't make your call endure more than 6 minutes and you won't call for unworthy things. I just saw one of my partners crying because some imbecile customer was yelling to her like the nasty dog he is. Don't be that terrible way. Most of us are just 17, 18, 19 years old only. It could be your son, your daughter... don't do it, please. Don't be racist either, you don't know how much efforth and willpower it is needed to do this job. It seems easy, but it's the hardest many teenagers could ever have.
We deal with real problems... all of the day; problems that have to be solved before the call ends. And I'm sure we will. We're only asking for a lil bit of patience, comprehension and a tiny smile - I can asure you we can feel it even when we can not see it by the phone.

Thank you.

-- Wireless service rep. Team.--


-

Posted by Anonymous


I try to help customers as much as possible, but most of the time customers want the impossible. I understand some of you have been loyal customers and have been with at@t for a long time but we still have to go by policy. Most of you do not monitor your account and expect us to adjust your account for charges you have had on there for 6 months or longer. It is your responsibility to review your bill and take care of what is past due and what is actually owed. Listen to the expectationst that are set when changes are made on your account and read your customer service summary.

Posted by Anonymous


Horrible company,as an ex-employee, this company does not care about their employees or their customers. Choose another provider.

Posted by Anonymous


I am an AT&T billing agent. I handle billing for all services. Uverse, landline wireless DSL and everything in between. First I woulld like to say that in more cases than not I find charges on accounts to be valid. Now, that being said let me tell you why you have problems with billing and customer service. All AT&T agents from tech support, customer support, sales and billing have a quota. We have revenue target that we must meet. This means I am going to help with your bill, I will explain all charges and adjust if necessary, in mst cases I am adjusting to satisfy you as a valued customer. At this point I need to sell you something an upgraded a cell phone anything I can. If I am successful in this endeavor, you will next month again see unusiual charges on your bill, because I did not take the time to explain to you what happpens next. You will see prorated charges. if I upgrade you internat you'll a partial charge + a month on advanced. Because I did not explain this to you it will require another call by you to say to me every month I have to call! I then explain the billing adjust if necessary and again try to sell you something. It is a sad vicious circle of Hell. I have had cell phones with AT&T for 5 years and uverse service for lil over one. My bill NEVER CHANGES, because I know how much my services are and I NEVER CALL. If you have what you want the little freebies or promos are not worth the headache. Pick a lane and stay in it. Now as to issue of transfers. Agents are also held to other quota amount of time on a call. Hence why everything is not explained fully and clearly, I have to fix your issue, sell you something and get you of my line in 11 mikn or less, cause I've got calls in que anbd some has been waiting for 20 min to talk about a .10 charge on their bill or it could be someone who's service is out and they need help. I am a customer and an employee however I fear I will not be the latter for long, because I do take the time to explain things to a customer and my calls are way too long. God Bless all of AT&T's customer's for putting up with it!

Posted by agent


i am an agent for at%t customer care and what customers dont realize is that we can see everything...if you say your call dropped , we can see if it dropped...the comment about the sierra wireless card that was replaced by us , well sorry to burst your bubble but asurion replaces bad devices they send out...not at&t...if people were not so cheap then they wouldnt have to make up stories about their services not working...also learn some humility and just admit that you didnt take the time to learn how to use your phones properly...i guess we do have a chip up our butt...it is our customers always trying to take advantage of us...

Posted by ATT Agent


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.

Posted by Anonymous


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.

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