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AT&T Wireless

AT&T Wireless • Billing disputes • Unexpected contract expiration • Network problems • GSM service • Number portability • Sales practices • Customer service • GO Phone • Everything else --- News • Cingular-AT&T Wireless Deal is Done • Cingular Buys AT&T Wireless • Software Glitch Blamed for Losses • Cingular, AT&T Wireless In Merger Talks • AT&T Wireless Leads In Number Portability Problems

Although AT&T Wireless shares the name of its former parent company, it has long since moved out and started life on its own. But even as an independent company, AT&T Wireless displays many of the same traits that have caused its parent to watch its once-massive customer base ever so steadily erode.

You can't say AT&T is no longer innovative. Whereas most cell phone companies insist their contracts run until the moon has turned to dust, AT&T now waits quietly for some favorable contracts to expire so that it can hit customers with the highest rates imaginable. Don't laugh, it happened to Alina.

A few recent complaints:

Wayne of Hawesville KY (09/08/08)
I purchased a gophone in August 2007 and paid 100 into the account for use. WE only use the gophone for the children to be reachable when they are at music lessons etc. and thus do not spend more than just a few dollars per month in calls. On August 26 of 2008 our gophone no longer would work. I called the customer service and was told that the 70 dollars balance on the card on Aug. 26 was no longer available as I had not funded the gophone before the airtime minutes expired. The 70 was therefore lost. Why would any reasonable person fund a account that has only seen 30 spent in 12 months and still have a 70 balance .... That is what they expect.

Nowhere on the packaging of the gophone, on the website do they warn you about this occurance. They have even registered this practise by calling it a AccountRollOver benefit.

Ed Mcilwain of Marion, IN September 6, 2008

Ed of Marion IN (09/06/08)
I have had ATT wireless phone service for over two years, and have always raved about the quality of service. After using several other carriers, I found ATT to be far superior, in fact, until one month ago, I don't think I ever dropped a call.

On August 1, my contract expired, and my service has gone south since. I don't have a signal half the time, and on one of my dozens of calls to customer service, I was told to turn the phone (RAZRV3) off for a time each day to recapture the signal. The problem with that is when I do turn off the phone, it cannot reconnect to the network, frequently leaving my without a network connection for up to three hours at a time. I have asked the company repeatedly if they are having tower issues, or if I need to upgrade my phone, or just sign a new contract, but no one can answer me.

I have forwarded at least three emails to customer service over the past four weeks, and haven't received a reply yet. As I searched for this site, and have completed this complaint form, I have been on hold with customer service for now over 45 minutes. I refuse to hang up until I speak with an operator. Can I find the address of ATT president or CEO to write to directly?

I'm paying 82.00 per month, and have only been able to use three of 900 minutes on my plan in the past billing cycle.

Amber S of Flagstaff, AZ September 5, 2008

Amber of Flagstaff AZ (09/05/08)
Had service for 2 years with AT&T and signal reception slowly declined. After a year, I got a new phone which I paid cash for. I complained about the service. 4-12 voicemails a day, but never received a call. did warranty exchanges. Contract was coming up for renewal, I was assured that if I upgrade my phone it would help. Was NOT told it would renew my contract. 300 palm phone worked no better.

Got a Sony. Still no. Spent the last 3 months on 7 phone calls from 1-3 hours each. Exchanged on warranty 3 times. Was sent an LG. Changed SIM card. Changed batteries. Had Tech Support review probs in the area. Had a technicial research signal in my area. Finally spent 2 hours on the phone, talked to Cancellation Department after being on hold 45 minutes. They asked me to fax proof of my physical address, they would need 5 business days to research my account but couldn't tell me for what. Said they would call back and leave a message, which they never did.

At this moment I'm on hold for Cancellation again. I've been on the phone 2 hours. I'm on hold after talking to 3 AT&T reps. I simply stated that denying my claim, or sending out a tech was unacceptable. And I surpassed the 30 day cancellation period because THEY took so long resolving my problem. NEVER EVER EVER SIGN UP WITH AT&T!!!

I use the phone for work. I get 4-12 voicemails a day from clients that cannot reach my via phone. I manage 3 sports teams. I miss text messages and calls at least a dozen times a week. My parent was hospitalized with a sever problem and had to have emergency surgery. I'm the oldest and closet child to her. No one could reach me at 4am when they admitted her. When I finally got to the hospital, I couldn't contact family and vice versa because I didn't have reception in that part of the city! It's impacting my professional reputation and client relations and my personal life. I live alone and should anything happen to me, I can't call for help!

David R Judd of Eustis, FL September 5, 2008

David of Eustis FL (09/05/08)
We have had a contract for a wireless telephone with Cingular, then AT&T for four years. The latest contract expires on September 9th, 2008. In our business we need to have certain features and reliabilities which Verizon can provide so, with 5 days left on the contract with AT&T, we established a contract with Verizon and switched a cell phone number to the new phone.

AT&T inform us they intend to charge 175 for those five days as a termination charge. The reason why the transfer was done on the 4th September, 2008 is that we are extremely busy with client appointments for the next few days and we did not want to renew a contract with AT&T or be without cell phone services so it was convenient to make the switch a few days early. Cingular and AT&T have always been paid extremely promptly and we have thousands of minutes in hand on the rollover system. They got their money from us and we feel it is outrageous that they intend to penalise us for early termination in this case. We have tried to call their customer care and even today, the 5th September, visited the store where we updated our contract 2 years ago but were told that nothing could be done.

Honwai Yung of Vernon Hills, IL September 4, 2008

Honwai of Vernon Hills IL (09/04/08)
Have been trying to reach at&t customer service via number 800-. I was on hold waiting for a live person for at least 2 hours for each of my past 3 attempts. The form on at&t website has not been functioning either.

D.j. Cearley of Austin, TX September 4, 2008

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