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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:

Deborah of Saint Charles IL (08/24/08)
I just switched from T-Mobile to AT&T because my daughter's friends said they had better coverage in our area (Chicago suburbs). I had AT&T for years before T-Mobile and now remember why I switched from AT&T in the first place. When they gave me the information on the monthly bill in the store, they failed to mention the activation fees. They also got my plan wrong for one phone, adding service I did not want. In the store, the phone my daughter wanted was not available after they said it was and then promised we would get the correct phone within the week. It took more like 2 weeks. They also do not have 24 hour customer service like T-Mobile did.

My daughter's Blackberry was stolen tonight (Saturday) and they have no one at the 611 number and told me to call back on Monday when they are staffed again. So I went on their website to report a stolen phone and the website was down. I called the emergency number and was on hold for 30 minutes or more to report the stolen phone. Then I was told that I would have to pay full price for a replacement phone. AT&T customer service gets an F from me. Unfortunately, I have almost 2 years left on my contract. I would love an iPhone because I am a devoted Mac user. However, I can't see getting saddled with another AT&T contract and the non-existent customer service.

Unexpected activation fees. Higher than expected monthly fees (taxes and extra fees are higher than T-Mobile, as are monthly fees for the same service plan). Now stuck with having to pay full price for a replacement phone.

Diana Simmons-Aprahamian of Sierra Madre, CA August 22, 2008

Diana of Sierra Madre CA (08/22/08)
Trapped 22 of 24 mths in contract with no signal, dropped calls, immediate transfer to voicemail on incoming calls. Spent 200 on 2 phones + accessories and 2100 over 24 mths for non-existent service for our 2 cell phone numbers. Solutions: changed SIM cards 3 times, changed batteries twice, turned phones on/off repeatedly when no signal; promises: adding more cell sites, working out glitches, repairing equipment. Complained at least a dozen times to customer service and in-store personnel. Final insult: 175 early termination fee for terminating 5 days short of 2 yr term on 2nd of 2 phones in family plan; 1st phone term almost 25 mths but they started a new account number when we added the 2nd phone.

Even asked in-store personnel to check their computer records and verify our contract has expired on both phones before cancelling but billing department has different interpretation of policies. No documentation with term fee available--requested they mail to me. Sent complaint to AT&T Wireless president and copied FCC and CA Public Utilities Commission. Need to change law to 30 day contracts on cell phones. This 2-yr trap is illegal when cannot be cancelled and there is no recourse for poor service; it is an unfair business practice.

This is a vicious circle and all the carriers are the same--good signal in the beginning only, then wait for the poor service to end. 2100 over 24 mths and 175 early term fee for non-existent service. Credibility as real estate agent at issue due to poor service. Forwarded phone to landlines constantly or raced to a landline to return dropped calls.

N R of Los Angeles, CA August 22, 2008

N of Los Angeles CA (08/22/08)
I have been with AT&T Wireless service for many years now. We have noticed a substantial decrease in the quality of service that AT&T wireless has provided ever since switching over from Cingular. We experience drop calls every single day. The voice clarity on my calls is terrible. I have called Customer Service multiple times and they have been completely useless.They follow the same standard notes when responding to all the complaints - tell me is to turn my phone on and off - tell me that my home is in good coverage area according to the map - when I keep telling them that I am experiencing consistent signal-coverage degradation over the last 7-8 months.

Nothing has been done to alleviate any of the issues. I live and work in Los Angeles and should have full bars/coverage everywhere I go... but what I get is consistent dropped calls and terrible voice quality for all my phone conversations. We have been forced to use skype from home for all our calls since we cannot have a single conversation without dropping the call - especially when calling from home. We have been unable to maintain a useful consistent conversation. This has been very frustrating.

John of Midlothian, VA August 22, 2008

John of Midlothian VA (08/22/08)
I moved over two years ago less than two miles from where I orginally had my home/business ...My cell phone got terrible reception and connection at my new home...resulting in missed calls, dropped calls, no calls. Text messages would show up eight hours after they were sent by another person, the same with voicemail. I live in a major suburban market of Richmond Va., everyone else (non AT&T) gets service fine. After tolerating this for over two years and losing business because of it.

I called AT&T and they basically said nothing they could do - and if I wanted to cancel I would have to pay (and dearly) for all three lines/phones...after being a 10 year continous client of the same provider, last bought by AT&T I was stunned I was being charged for service I couldnt get!!! Mainly the ability to make and receive calls! I switched and got hit hard with cancel fees! It was no service-poor service-too bad you agreed to it in your contract - of course I expected to be able to USE my phones without major problems, imagine that.

I lost business for sure along the way in the last two years because of lost meesages and calls that never made it. I am in a deadline business. I switched to another provider not because I wanted to but rather I had too! Almost 600 in termination fees for a service they couldnt deliver! Seems really unbelievable...especially after 10 years and a 24,000 history. Seems really unfair on their end.

Jennifer of Montclair, CA August 22, 2008

Jennifer of Montclair CA (08/22/08)
In the last several months I have had to call about extra charges on my bill a total of 3 times. The first time I had been originally told by the sales person that I had unlimited text messaging, then several months later I got the bill and had a 40.00 charge from texting, I called and was told that I had only 500 texts, the extra charge was waved by I had to pay more every month to get the unlimited text messaging. Back in July I upgraded my phone and specifically asked the sales person if the plan I currently had would work with my new phone because I had internet usage on the plan. I was told yes that everything would be the same.

The next day I couldnt get on the internet through my phone, when I called customer support they told me the old plan that I had in which I paid 15.00 a month for no longer worked on the particular phone I got (even though it was a smart phone like the new one) and I now have to pay 40.00 a month for that. Now a couple of weeks ago I got my new bill and yet again another charge for almost 35.00 appeared on my bill.

When I called customer support they told me that I had an extra feature added on to my bill for some kind of earlier shared minute plan. I never asked for that and they said they couldnt tell me who added it on to my plan because there were no notes. At this point it seems like it is just seems like a bait and switch scam.

I called to have one of my lines cancelled because online under my account summary it says that it is eligable for an equipment upgrade on september 9th, so I am assuming that my contract is done with since it's eligable for an upgrade if I sign another contract, but yet again customer support is telling me that there records show I cant cancel until january of 2009 and theyre not sure why it says september online. When I told the representitive about my concerns she basically had nothing to say.

Well I ended up cancelling the internet on my phone which is very useful but I cannot afford an extra 40 a month. so instead of paying the 15 a month I was paying for everything now Im paying 15 a month for just getting 1500 texts a month. I really want out of my contract because I just dont feel comfortable dealing with them but I would have to pay an early termination fee and I have 4 lines, I cant afford 175 for each line to be disconnected. I cant understand how its legal to force someone to do business with a company thats obviously breaking the law and scamming its customers.

Victoria Schembri of Canoga Park, CA August 22, 2008

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